In February 2011, my wife visited Sterling Optical in Jefferson Valley Mall – Yorktown Heights, NY. She was assisted by the store manager, Patti, and had an eye exam, which was of poor quality. She purchased a year’s supply of contact lenses and a new pair of glasses for a total cost of close to $800. She brought with her the glasses she was currently using, and made it perfectly clear that she wanted on the new pair the exact same type of lenses she had on her current pair.
After picking up the glasses several days later, she had severe problems seeing properly out of them. She tried wearing them for several hours but the vision quality was poor, the glasses reflected quite a bit, and wearing them fatigued her eyes. She went back to the store shortly afterwards, and was assisted by another salesperson. After much back and forth, she chose a new frame, hoping she would be better able to see. She also again showed her current pair of glasses to the associate and reiterated that she wanted the exact type of lens she currently had, as she thought the lens put in the first pair was significantly different. She also pointed out that the coating did not seem to properly keep out reflection.
When she went in to pick up the second pair of glasses, she was assisted by a different salesperson, and was ignored by Patti, the store manager. After trying the new pair, she still had trouble seeing properly, and was told that the lenses were different and would take some getting used to. Again, they were not the type of lenses she requested, and again the coating did not seem to keep out reflection. However, she brought the glasses home to try them. She wore them for much of the next two days, but her vision continued to be poor, and her eyes again became extremely fatigued.
After these experiences, which included four trips to Sterling Optical and many hours trying to get used to two different pairs of glasses, neither of which were what she requested, my wife decided she could not deal with this situation any longer and went into the store to request a refund of the $300 she paid for the glasses.
The store manager Patti was there, and Patti tried to explain that the prescription was the same, and the glasses should be fine. My wife explained that the glasses (specifically the lenses) were not what she had requested (twice now), she could not see well out of either, and she simply wanted a refund. Patti very rudely and quickly pointed out that the store has a no-refund policy. This appears to be their fallback for when customers complain about their inferior products/quality/assistance. My wife insisted on speaking with the store owner. Patti reluctantly gave my wife her name, but would not provide contact information. Patti said she would have the owner call my wife. My wife left the glasses at the store with Patti.
After a day and a half of not receiving the courtesy of a phone call from the owner, Heather Freilich, my wife called the store and reached Ms. Freilich. My wife reiterated what she had been through and again explained that the only way she would be satisfied was if she got her money back. Ms. Freilich told her that she would not provide a refund, based on “store policy.” They went back and forth, and Ms. Freilich would not budge on her position. My wife, and then I, both explained to her that we did not receive the product we had paid for, that we did not have the time to continue to deal with this, and that we would fight for a refund through all means necessary.
Since my wife returned the glasses and felt she should not be forced to continue to try to buy a product from this store because of an arbitrary “no-refund” policy, she disputed this matter with our credit card company and was recently notified that the decision came out in our favor. I’d like to make it known how rudely she was dealt with by this store, particular the store manager and store owner. The eye exam was not thorough in any way, the salespeople and store owner seemed to know very little about eye care and were incredibly rude and stubborn, and the products seemed to be inferior to what one would get elsewhere. In fact, my wife bought a perfectly fine pair of glasses at another store shortly after this episode, which consisted of one visit for an exam and to choose glasses, and a second visit to pick them up.
My only regret is that she spent close to $500 on contact lenses at Sterling Optical – Jefferson Valley Mall, as well a tremendous amount of time. Since the credit card company refunded her payment, there is no further action requested. We simply feel it’s important to make known our awful experience with this store.

I walked into the store on Friday 4/3/09, and purchased a pair of custom lenses and frames at 12 noon. I was told the lenses would not arrive for at least a week, and that the frames were on backorder until May. I paid on my debit card, over $500. At no time was I alerted that there was a No Refund policy, and my receipt was folded and put in a blue store folder that I did not think to inspect because I was too trusting and the receptionist was pleasant. I went home, found out there had been a shooting in Binghamton (a stunning experience for all Binghamton inhabitants like myself, especially a college student), and thought about my purchase. I realized I really didn't need new glasses so I called the store, at 10 am (opening time), and asked to cancel my previous order and get a full refund. I was told several things by the store manager--1. Since my receipt said "no refund, " I could not get one. 2. That the order had been processed that Friday and that it was out of their hands, that their manufacturers had already processed it through their computers, 3. That I had "insisted" I didn't mind waiting until May for the glasses and how was it their fault that I had ordered back-ordered frames, and 4. That I could be fitted with a temporary pair of glasses in similar frames but a larger size until my glasses came in.

I was aghast and tried to explain that I was trying to cancel an order that while it might have been processed electronically, could be not be assembled within the space of 24 hours, and that for them to call their manufacturers and cancel that order, should be no problem at all. As for the back-ordered frames, it is easier to cancel something that has not even been made yet, then it is to wait until the product is produced, de-valuing over time, and will likely require a re-shelving fee if deemed undesirable. But this apparently escaped the manager's intellect, she said they could not do that (and keep in mind this is happening on a Satuday), nor could I be given the numbers of their manufacturers so I could not do it myself. Secondly, I was offered store credit, which I did not want because I had changed my mind completely about getting glasses. I see no reason why I should have to take a substitute for a product that I am cancelling. There is no customer satisfaction to be had in this scenario is what I tried to impress upon them. Even I can concede how it would have been different had I left the store with a pair of temporary frames, or purchased frames that they could then say I de-valued through handling, or even sat for an eye exam. But I did not of these things.

I called back that Saturday to tell them my official wishes and stance on the matter was that I had requested the order be canceled. I also said I did not want store credit, but that I would argue that issue separately with their corporate offices. The Store Manager's cheery disposition implied she understood that I was canceling the original order, and would be fighting their "store credit" statute. We hung up. I had walked out of the store with nothing but their promise to call me when my glasses were ready, which would likely take 2 if not 3 weeks. Time is not the issue for the glasses, the fact that I DO NOT want them or any product from Sterling Optical, and tried to tell them so in the space of 24 hours before they wasted their valuable money trying fulfill my wishes, that is my problem.

I contacted their corporate office, to ask for assistance since I felt I was in the right. The lady told me she had to consult with the overseer of their corporate offices and she sent me an email later that afternoon saying that she had spoken to the store manager who had said, that I HAD TOLD HER I LIKED THE FRAMES AND WANTED TO WAIT FOR THEM. This is a lie, or else the Store Manager grossly misunderstood my telling her three times, "I want the order canceled and I do not want the frames or the lenses! Please cancel them before they can be made!" I emailed the corporate representative back stating my case again, informing her that there was a miscommunication in the form of a lie on behalf of beloved store manager, and that I would be mailing both parties a letter stating my grievances, filing a complaint with the Better Business Bureau, the NY State Consumer Protection Department, and considering paperwork for small claims court. I am a college student and $500 is no small thing. They are holding my money hostage, intentionally disregarding wishes and producing a product that is unnecessary to make, and then going to try and force me to accept it.

I think their behavior is reprehensible and shady. Had I taken a product from them, custom or not, I could understand how I would be more in the wrong. But I tried to save them from a zero-sum game, and now, since I believe they have continued to process the order against my wishes, I will have to find the item in question faulty. It would be irresponsible, I feel, to give my $500 store credit to a friend or family member, since I have no guarantee about the quality of customer service or product goods from this store. And they would likewise have little recourse in their decisions, decisions that SHOULD be allowed to change within the space of a day. I would love any advice.