I purchased a pair of glasses and contact in July of 2011. About 4 months later, I phoned the office again since my glasses were heavily scratched and the anti-reflective coating was peeling off. Therefore, I have this bluish-green tint on my lenses. I spoke with the manager on duty,I believe her name was Niki. I explained my current situation as well as the horrible experience I had when I first purchased them. Going back to July, I had to wait almost 2 months to get me glasses back to me. I was told I would have them back in 5-10 days.
It first started out with them not calling me within that time frame so I phoned the office. I was told that they should arrive any day. I didn't hear anything for about a week later. They called to tell me they were ready for pick up.I drove down to the office to pick them up. After checking in with the desk, I was then asked who it was that I spoke with since my glasses were indeed not ready. I was told they should arrive within the week.
A week passes and I call again since I hadn't heard back from anyone. I was told again that they were ready. Again, I drove down to the store in hopes I would be able to take them home. I checked in with the desk and soon the associate asked if I took my frames home with me since she was not able to find those either. The lady that assisted me said she will have to look around and do some investigating to find my frames. I was promised a call the next day. She did call, informing me that they Finally, after about 8 weeks I received a call to come pick them up. I was please with them at first but then as written previously I had an issue arise. Next, I asked what I should do to go about replacing these lenses that were damaged.
Niki advised they were still under warranty and I would only have to pay $20 to have them replaced. I explained I did not feel that was appropriate due to the natural of my experience already.She agreed to waive it this one time. I asked if she could upgrade my lenses to a stronger finish. She said she was not aware if there was such a product and would have to call me back. A week passed and I phone back. I figured I would give the benefit of the doubt and give it a week to call since I know some things take time to inquire about. She was surprised to hear from my and apologized she hadn't called but had forgotten to call me.
Again, my frustrations start to mount. She informed me that yes there was stronger coating but I would have to pay for it out of pocket. I again explained I do not feel it is appropriate for me to pay for something that was guaranteed to me. She said there was nothing further she could help me with and I would have to call corporate. Honestly, I hesitated to call corporate and I did wait too long to try and resolve but I was apprehensive to turn over my glasses since I was counting on being without them for 2 months. Finally,I called the customer service line today and left a voice message. I received a call back from an Amy Johnson.
I reiterated my same story and asked as a customer service courtesy and for my product satisfaction if she could approve my request for a stronger coating at no cost to me. She advised she was not able to and they I was already offered to have them replaced and any further replacement would cost me out of pocket. I asked who made this decision and she explained it was addressed with their sales director and some other head hauncho. I asked for the director name and number so I may address my concerns with him personally. She told me is name was "Brad" and she was his direct line; she could email him requesting he call me. I was told that he is too busy traveling to take phone calls from customers....
I have to admit my mouth dropped to the floor. She told me that she can't give things away for customers that want free stuff. I again reiterated to Amy that I felt something should be done to compensate for my horrible experience and to uphold their companies guarantee and customer satisfaction declaration. She said that she could provide me with a loaner pair of glasses while I was waiting for mine to be completed. I then went on to explain that they were going to spend money on a pair of loaner glasses when they could have just applied it to my own pair!
At that point, I was so upset and frustrated that I requested she leave a message for the corporate people to call me. She ended the conversation stating there was no guarantee that anyone would call me back since a decision has already been made in my case. So here I am with no options. I cannot speak with anyone and if I want my lenses to be fixed I have to wait for them and who knows how long that may take. I have such a specialized prescription that I dread it will take longer than I plan for.