Optical Shop Strives to Meet Community’s Needs

To The Editor,

I wanted to respond to the recent letter to the editor from Dec. 29 concerning an unsatisfactory experience a customer had at our optical shop. I hope my response will give readers a better understanding of our commitment to the patients we serve.

Every patient has different needs and wants. I try to be sensitive to a patient’s needs and concerns just as I would to my own family and friends. Our optical shop has over 500 frames: a large variety ranging from high-end brand name, to low-end value line frames. I encourage all to “upgrade” from the value line frames (which are inexpensive but carry no manufacture warranty) to a more durable, warranted frame. However, I realize this is not always an option for customers and continue to provide a variety of choices.

Although the situation mentioned in the December letter happened some time ago, I do remember it clearly. In this particular case, the customer purchased a value-line frame without warranty in December 2010. Unfortunately in June, the frame cracked causing the lens to fall out. Each situation is looked at on a case-by-case basis. After listening to the individual’s situation, I cleaned the super glue from the lenses and remounted them into new frames at no charge. I was unaware that there was further difficulty with the new frame until I read the letter to the editor this December. The patient has my apology for any misunderstanding regarding warranty work.

I personally stand behind our work in the optical shop, as do the two ladies who keep InVision Eye Center running smoothly. We will always do our best to provide exceptional service.

In this business (as in life) frames will break, screws will come out. There are times errors will be made in the prescription or the lab cutting the lenses. We do everything we possibly can to minimize inconveniences, and to provide the good people of Lincoln County with the same care you would find in a big city. We strive to provide the outstanding, personalized service you would expect in a small town.

A small shop cannot hope to compete with Walmart’s volume discounting, but we will continue to offer both medical eye care and optical goods to the fine people of Lincoln County to the very best of our ability. We are proud to be part of the Lincoln County community, and to care for our friends and neighbors here.

— Joshua J. Terry, O.D.