Hello,

I am a newbie in the field and having a difficult time with patient troubleshooting.
It is a little long, but bear with me please.

Here is the patient's prescription:

OD: +0.50 -0.25 *178 add +1.50
OS: +1.00 -0.50 *019 add +1.50

When she walked in a couple days ago, she was already wearing progressive lenses.
She brought her own frames and wanted to put in just a new pair of lens since it's been scratched.
After inspecting, I found they were generic lenses made from a company in California.
I asked her how much she got it for, and she said for around $200ish.
(Not sure on this information, I can only go by whatever information she tells me)
Also after talking to her about her specific need for the glasses/price/etc,
we agree on a progressive lens (also a generic one from the company I use, but it is decent quality).
She drops off two frames, one for progressive and one for regular reading glasses.

Monday morning, she comes back to pickup the glasses, and we spend a good 6-10 minutes fitting them on.
I direct her to look far, get her to use my computer, and give her a book to read.
I tell her to walk around the shop one time.
Everything is perfect and she loves both of her new glasses.
She says she can see so clear, and also that the progressive glasses were so much better then her old glasses.
We are both happy here until then.

She decides to then drop off another frame that looks exactly like the one she just had her progressives in,
and tells me she wants to make them reading glasses.
I had a special going on and would only charge her $20 for one pair of single vision for returning customers.
and she told me she didn't have any money with her right now, and that she'll pay me when she picks them up.
It was only $20, so I agree.

Monday afternoon, she gives me a call to the shop.
She's been wearing this glasses for a couple of hours now, drove home with them,
and she says she absolutely love her new progressives so much,
she thinks it'd be better if I made her progressive glasses on the frame she just dropped off.
It is the exact same model as the one she used for the first pair,
so she wanted them done in the exact measurements I did the first time.
At this point, I was a little hesistant,
because although I know they are the same model, I would have felt more secure re-measuring everything to that specific frame,
and because now she wants progressive lenses, the price is not $20.
I would rather have her come back in to make at least a deposit of half or more on anything over $100,
but it looked silly to have her come all the way back to pay, since she was a returning customer and she really liked her first pair.
So I oblige.

Wednesday, I get another call to the shop from her.
She says now she absolutely hate her new glasses because she can't see.
and she would like to cancel the new glasses she ordered.
I ask her which part of the glasses specifically do you find doesn't feel right?
Does your far vision/intermediate vision/reading vision not feel right? Yes to all of them.
Do you feel dizzy when you look through your far vision part? Yes.
Do you feel the reading part of the progressive is too short? Yes.
Do you see double vision? Yes.
I was only trying to find out what could be wrong with the progressives she took home,
and she says "everything" as in anything I ask her she feels uncomfortable.

My first suggestion was for her to bring back the glasses when she has time, so we can assess the problem step by step.
And if we do find there was a problem during dispensing, I can remake the glasses for her.
She suggested she just doesn't want the progressives anymore because it "doesn't fit her".
So I should either give back her frame, or make them single vision reading glasses.

We did agree for her to come in on Friday to assess the problem first,
but if she decides "everything is the problem" are my options to just make her single vision glasses and swallow the loss?
It was my mistake to start a lab job without getting a deposit first,
but I am left with a lab job that cost me about $100 that the customer is not willing to pay for.

Everything aside,
what could be a possible reason she suddenly can't see with her new glasses?

Thanks..