As a new patient, they sold me on some new lenses called Extreme H2O. I was told that the lenses were thinner, and would be more comfortable for me. Although the sale pitch made me feel like I was sitting in a used car showroom, I ordered eight boxes of the lenses, and paid $105.00 in the hope that my dry eyes would be cured.
I have been a contact lens wearer since 1986, and in the past I might find a lens torn once every six months or so... but with these H2O lenses, they were tearing sometimes after only a day or two of wear. I found myself carrying an extra set of unopened lenses with me, as well as my glasses, so that I would not be stranded and unable to see.
I tried to continue wearing the lenses, finding that my left lenses were tearing the most frequently. I finally called and suggested that I may have gotten a bad pack of lenses. I was instructed to mail the remaining lenses in that pack back to you, and I would receive a replacement pack. I did so, and received a new pack of lenses.
I continued wearing the Extreme H2O lenses, but continued having the same problem, and the right lenses were now tearing at the same frequency as the left.
I finally gave up. I had to leave messages twice (Feb 23 and Feb 27) before getting a return call from someone who could help me. He suggested I return these lenses and replace them with Acuvue (my previous brand) for the same cost. I dropped all of the Extreme H2O lenses off in their office and they ordered the Acuvue.
I realized almost a month later that I had never gotten notice that my replacement lenses were in. I called, and I was told someone had left a message early in March, which I never received.
I went in to pick up the lenses on a Saturday with my 3-year-old son. When we walked in one person was there, and was working with a client. She did not even look up to greet us. She continued her conversation with her patient, discussing the rental cost of an apartment in a nearby building.
Meanwhile, I was doing my best to contain my active 3-year-old, hoping that the employee would acknowledge my arrival and ask if she could help me. Finally, after a few minutes, I gave up and decided to interrupt their conversation to say that I was only there to pick something up. The woman took my name, and pulled my lenses out of the cupboard. She took a look at the receipt and turned to me to say "this is the last time we'll be able to do this, and next time you're going to have to pay for these."
I was incredulous. I HAD paid for these lenses. And then I was treated rudely. And, on top of that, when I got my lenses home and took a look at them, I discovered that two of the packs contained lenses with a base curve of 8.7 instead of 8.3. I find it interesting that I didn't even get the lenses that were prescribed.
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