I have been a customer of Eyeglass World Express, 7631 Rivers Ave., N. Charleston, SC 29406 since 2000. In the past years my family and friends have done business with Eyeglass World because the employees at the Rivers Avenue store gave excellent service in helping us select our eyewear. Too many times satisfied customers fail to write about the excellent service or quality of care that was had by a visit because we as consumers imagine that your profit and loss statement is proof enough of our appreciation. Nevertheless my future dealings with Eyeglass World Express are in jeopardy because of my last experience with Stacey Oxford, a district manager who was working at the North Charleston, South Carolina, Rivers Avenue store.
Regretfully, while Ms. Oxford was working, I scheduled a contact fitting and eyeglass prescription appointment for September 30 at 10:10am. My timed appointment had been so improperly scheduled that I was forced to wait until 11:00 to be seen by the doctor. With all sincere understandings that some days are better scheduled than others I continued on late and bought two pairs of eyeglasses.
Once home I was unable to read the newspaper with either pair of glasses. There was a straining pull in my right eye that came from looking through the right lenses of both pairs of glasses. The distortion from the lens made the words on the newspaper unclear and very blurred and within the first 10 minutes that I had the glasses on one of the lens fell out from the frame.
The following day, October 1, 2004 I returned to Eyeglass World to figure out what could be done. Ms. Stacy Oxford quickly took the pair of broken glasses back to be repaired. She didn't hear what I was saying as she hurried away. I needed to finish explaining that I couldn't see with the lenses either. She then returned with the once broken pair of glasses and assumed all was good with the world; however I was unable to see with those lenses as I tried to explain to her before she hastily ran off to have the lens fixed.
Upon her returning I received her somewhat rude attention and tried to explain that both right lens were defected because there was a pulling sensation that occurred in my right eye. At that point, she became very disgruntled with me and insisted I must need bi focal because as she said when we get older there is a tendency for all of us to wear bi focals; however the day before the doctor from Eyeglass World declared my vision to be the exact same prescription from last years visit. I then told her that I didn't need bi focals because the day before the doctor from Eyeglass World examined my eyes and declared my sight UN changed from my last exam at Eyeglass World. She questioned my statements and immediately went to find my records. She became ruder as she read from my file that my prescription had not changed from last year.
At this point, Stacey Oxford wasn't hearing me so my husband spoke up and tried to tell Ms. Oxford that the lenses had defects. She then told my husband to shut up' and he was not the patient so he needed to mind his own business.' She was very unprofessional in attitude and gestures. Stacey Oxford tried to make me feel as though I had done something wrong by returning the glasses. She indicated that because I wanted to return the two pairs of glasses her bonuses or even bigger the stores profit was going to be affected because now her main focus was on the money.
It didn't matter to her that I couldn't see with the glasses. Her bonus or the loss of profits from the Rivers Avenue store is what seemed to matter to her. She gave no consideration that I couldn't see with the glasses by lowering the price of the glasses by two thirds and then insulting ask if I would be willing to keep them. She wasn't concerned for my vision because she offered a reimbursement of $200 leaving me to pay $100 for a pair of glasses that I couldn't see with. She kept one insisting that it was the money spent or the price of the glasses that influenced me to return the glasses when in all reality my sight is worth much more than any amount of money.
At that notion I then insisted I be refund the full amount that I paid. There was no more negotiating with Stacey Oxford, she had insulted me and my husband for the very last time! So I had thought her insults were over, when in fact she continued to insult my intelligence and my integrity. She said that she wouldn't refund my money because I had paid by check and that if for some reason my check wasn't honored then Eyeglass World would be out their money. She insinuated to the entire store that my check could be insufficiently funded.
First, it is my understanding that when a check is approved by tele check it is automatically backed should there be insufficient funds available. Nevertheless, this was at that time not the issue. I understand each company has it policies and accepted the fact that my refund could only be returned by corporate; however I could not accept the fact that Stacey Oxford refused to give me a receipt for the glasses I was leaving behind. Again, she was not hearing what I was asking for. I wasn't asking for a statements saying full refund to be given.
I had only asked that she acknowledge in writing that I left two pairs of glasses with the store. After continuous mental abuse from Stacey Oxford, she grabbed the papers from my hand and wrote 9/30/04 pt left glasses at store and signed it by a circling s. She was so pissed off as she shoved the papers back at me. I was so humiliated that I quickly left the store without getting a copy of my prescription. Before leaving the parking lot I realized I didn't have my prescription and went back in to retrieve the prescription.
This time employee Stephanie asked if she could help me. Stephanie is a valuable asset to Eyeglass World Express in that she was the employee who convinced me to buy two pairs of glasses instead of one pair. Her gracious, kind, helpful behavior the day before left me feeling as though I was an important customer of Eyeglass World Express. As I waited for Stephanie to retrieve my prescription I overheard an elderly couple being shamed because they too were expressing their dissatisfaction. I heard Stacy Oxford saying to them for giggles just try the glasses on and then determine if you could wear them with the tint as it is. Apparently, the tint was the wrong color and Stacey Oxford was trying to take advantage of the elderly couple by humiliating them in front of other customers. She was poking fun at the fact that what the elderly lady originally choose for tint wasn't that important. I immediately went to the lady and told her I too was displeased and planning to write a letter to corporate about the treatment I received.
At that very time, Stacey Oxford yelled across the room to the receptionist Call 911 this customer is harassing other customers of the store. For the sake of retrieving my prescription, I waited for the police to arrive.
All this being documented, I since have stopped payment on my check and would like to inform corporate that there is no need to refund my money for the two pairs of glasses I left with Stacey Oxford at 7631 Rivers Ave., N. Charleston, SC 29406.
mt. pleasant, South Carolina
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