11/07/2025
《We’ve Been Misunderstood 我们受委屈了》
Here’s our side of the story.
This situation began when the customer walked into our store and requested an eye examination.
Our optometrist carried out a complete series of tests using 3 different machines — fundus imaging, eye pressure testing, and a detailed scan using Zeiss i.Profiler. After explaining the results, a full manual refraction was conducted to ensure accuracy and the whole process was 30mins. Before the examination ended, our optometrist also asked if he had any doubts and there was none.
Due to his prescription, our team proceeded to recommend suitable lenses and frames. The customer mentioned wanting photochromic lenses, so we offered several options — from premium brands to standard-quality lenses — and took the time to explain the differences and benefits of each.
Let us be clear: we propose different lens types not based on appearance or assumption, but to avoid underestimating the customer’s expectations. (我们提供高质量镜片的选项，而不是看人下菜）We make recommendations — not judgments.
The customer later accused us of “hard-selling.” For the record, Vision Optik does not practice hard-selling. It is not part of our culture. Our job is to educate and explain; the decision to purchase lies entirely with the customer.
Another claim was that we did not help him choose. While we always provide professional advice, we never make decisions for our customers — because it’s your money, your choice. That’s basic respect.
So why are we posting this?
Because after the customer left a public review, we tried to respond politely and clarify things — but our replies were DELETED. When we followed up again, those were DELETED again and BLOCKED.
We want to let our other customers know:
We are not avoiding responsibility. We believe in solving problems through communication. If any customer has concerns — during the eye test, upon collecting the glasses, or even after — we are always here to help.
Vision Optik has been in this profession for 29 years. We have always stood by professionalism, respect, and sincerity in all we do.
This time, we’re speaking up — because we don’t want silence to lead to misunderstanding.
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And as our final message to this customer:
We understand that sometimes it can be difficult to make a decision on the spot, or that the lens options we proposed may not have matched your budget — and that’s completely okay.
What matters is open communication. It’s always helpful to voice out your expectations, needs, or concerns before making a purchase.
For any future visits to other optical stores, we sincerely hope you’ll feel comfortable expressing your budget and preferences upfront — rather than staying silent during the process and leaving a poor review afterward.
