On March 6, 2008, my partner Brian, had an appointment at EGW in Denver. He had, in hand EGW's current ad listing a price of $129, which was to include:
a three(3) month supply of Accuview contacts.
one(1) pair of prescription glasses,
one(1) pair of non-prescription glasses (from "selected styles"),
two (2) boxes of contact lens solutions, and
three (3) years savings of 50% on all future purchases.
Since his old glasses had been damaged beyond repair/use, I drove him to the appointment and waited for him.
After a long time (over two hours), he came out to the vehicle to let me know that they were running significantly behind schedule but that it wouldn't be much longer. After another hour, I went in to the store to check on progress. By that time they had finally completed his eye exam and contact fitting, both of which he said were done in a hurried fashion.
He picked out the frames for his glasses, and he & I sat down with Joanne Munoz to discuss final options, payment and delivery. In an attempt to maintain goodwill for EGW after the intolerably long wait, Ms. Munoz offered to take $59 off of the $129 price. Brian had already paid EGW $89 for the exam and contact fitting. So, with the $59 discount offered by Ms. Munoz, the balance due should have been $70 + tax. She told Brian that she would place the order for his glasses and requested that he try a sample pair of the contacts for a few days before placing the order for the three month supply. Brian is living with AIDS and on Social Security. Based on that, he asked if it would be possible to pay the $70 balance when he went in to pick up his glasses. Ms. Muniz stated that that would be fine and that his glasses would be ready in 7-10 days. We left the store four full hours after arriving.
On the 9th, Brian called back in to say that the contact prescription was working well and to request that EGW go ahead and place the order for the full supply.
Shortly before 9:00 pm on Tuesday the 11th, Brian received a phone call from Mike, the "manager" at EGW who stated that Brian still owed EGW $129 and that he wouldn't receive his glasses and that his contacts wouldn't be ordered until the balance was paid in full. When Brian told the "manager" about the good will adjustment made by Ms Munoz, Mike informed him that Ms. Munoz didn't have the authority to make that decision and that he "would address that issue.", making it clear that he had no intention of honoring the commitment.
Since ethical, customer service oriented actions don't appear to fit with EGW's corporate philosophy, it seems safe to assume that Joanne has been terminated for displaying initiative. Unfortunately, she made no notes on the paperwork given to Brian to reflect the $59 credit, which was to be given on Brian's account.
Calls to EGW's corporate customer service (800-584-4150 x2042, Gayle) have gone to voicemail with no response after four days. All Brian wants is his glasses, contacts and sunglasses at the price offered by the EGW ad and Ms. Munoz. At a minimum, there should be some form of compensation for eight hours wasted at EGW.
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