• Report: #809527

Complaint Review: lenscrafters

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  • Submitted: Wed, December 14, 2011
  • Updated: Sat, April 07, 2012

  • Reported By: Todd — Haverhill Massachusetts U.S.A.
lenscrafters
167 South Broadway Salem, NH 03079 Internet United States of America

lenscrafters false advertising Internet, Internet

*UPDATE EX-employee responds: Frustrating, but bait and switch?

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On 12/9/2011 I lost my most recent eyeglasses and surfed the web looking for a reasonable price, what anyone would do, I found a Lenscrafters Ad for 50% off clearance and scheduled an online appointment for 12 noon that Monday 12/12/2011.

When I arrived at the store Monday @ 11:50 I was greeted by a seated  gentlemen whom I immediately asked about the clearance frames and whether or not the had my type of frames in clearance ( I am partial to rimless frames). He said yes we do but the sale ended.

 I was like ok, I'll go over and cancel my appointment and try again when theres another sale like that one or better. I am paying out of pocket and still have many older prescriptions from this same store I can use until I get the new pair.. I did so and returned home.

 After maybe half an hour I went online to check out other sales and the 50% off sale was still on and this was not one of the stores or areas listed in exceptions, plus I new they had the sale because they said it ended. The sale was on until 12/24/2011, two more weeks.

I called the store at 12:34pm and spoke with Roberta, store policy is they don't release last names or so Roberta said. I explained that I had just left and why and she said that it was probably corporate forgot to remove the ad because the sale was over. I became annoyed and told her that the ad said offer open until 12/24/2011. I came to that store and took time off work specifically because of that sale. I became frustrated I said it was outrageous and informed her I very much intend to follow through on complaints about this issue, with the attorney general, the better business bureau and the corporation itself. I asked for a contact number where I can register a complaint and she said she was with a customer can she call me back? 

I called the store back at 12:59 and spoke with Dana ?, I asked for Roberta and she wasn't available and so he asked me as to what this was in regards to. I explained and that's when he informed me of his name and that he was the retail manager. I told him about the ad and again his attitude was it's all corporates error, we have no control over what corporate does. I just became more frustrated and explained that I booked the appointment based on that sale and my appointment was excepted, under good faith I expected what I saw. He was not interested, it's all corporates fault. He gave me the phone number to call: 1-877-7-LENSCRAFTERS 1-877-753-6727

 I called @1:14pm, Once speaking with a friendly representative I again explained what happened, after some brief facts and verifying the ad she placed me on hold to contact the store, specifically Dana. After being on hold for a few minutes the rep returned and informed me the store had a clerical error with the store signage and rest assured the sale is indeed still on, hooray.....but what about me?
She said that Dana would be calling me shortly to apologize for the clerical error, he never did. I booked my appointment, I drove to the location, I was refused and sent away, I became so frustrated and its come to this! I am 46 years old and this is only the second time in my life I've fired off this kind of complaint.

 The bate and switch tactic can not be tolerated and should be illegal, A corporation as large as Lenscrafters has to be held accountable, The 1% should not cheat the 99%

This report was posted on Ripoff Report on 12/14/2011 05:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/lenscrafters/internet/lenscrafters-false-advertising-Internet-Internet-809527. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE EX-employee responds

Frustrating, but bait and switch?

AUTHOR: Nicole - (United States of America)

That whole situation sounds ridiculous and frustrating, however I do want to address one thing because I know it's at least huge in my area, and I'm tired of it.

It is 100% policy to not give out our last names or really anything personal to customers, ESPECIALLY if they are upset over something.  If you had her last name, you probably would have posted is here for all the world to see.  Not that she's the only one in the world with her name, but honestly, is it necessary?  There's no need to put all the associate's personal information on here because you're frustrated with an error that was made.  

I'm also curious as to why when you re-booked your appointment, were you turned away the second time?  I am in no way defending them.  The whole situation sucks and is unfortunate, but what does getting an attitude about employees last names get you?  

I would hardly call it a bait and switch, as well.  People throw that term around all the time and I think 90% of the population doesn't understand it.  Unfortunately, people make mistakes.  It happens. I highly doubt in your 46 years that you've never made a mistake that has upset or put someone out.  It happens.  Does it suck?  Of course.  Did this one foul up your day?  No doubt.  If there's a miscommunication with the corporate office and the store, that's unacceptable, but the corporate and store office are run by humans, who will make errors occasionally.  I am genuinely sorry for your issues, I'd be furious myself, but it really just sounds like the employees were doing all they knew.  The general manager should have called you, that's bull, but the employees sound like they were following policy.
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