Report: #783345

Complaint Review: Sears Optical

  • Submitted: Fri, September 30, 2011
  • Updated: Fri, September 30, 2011
  • Reported By: anonymous — pasadena California United States of America
  • Sears Optical
    3801 E Foothill Blvd
    Pasadena, California
    United States of America

Sears Optical resolved pricing to my satisfaction - Pasadena, California

Show customers why they should trust your business over your competitors...

On Aug 17, I went to Sears Optical, got an eye examination and ordered eyeglasses. I have shopped at Sears for many years but this was the first time to try their optical department. The eye doctor was very nice, and so were the staff who helped me with my eyeglasses. David is extremely personable, attentive, and takes the time to help selecting frames to suit the shape of the face. Since I had bought my eyeglasses more than 15 years ago, I was very pleased with David's service. He did not rush, nor did he pressure me to finish so he could continue with the next customer, and there was
another customer waiting.

A current special totaled my bill as such one pair progressive and one pair of single vision at $343.99. The special also extended to a pair of progressive polarized sunglasses for $89.99. My total bill came out to $433.98. I was hesitant to pay that much money, because I know frames are ridiculously overpriced.

I received my eyeglasses about 10 days later. About 2 weeks later, I returned the sunglasses because the frame did not fit right; I returned the single vision pair because I did not need it; I asked for the single vision pair to be fitted as the progressive polarized pair so this would now be my sunglasses.

Joey told me that I owed another hundred but since I was returning the sunglasses, that would offset the hundred and, in fact, I owed $11 which he would discount so I did not have to pay anything. I asked several times how I could be paying more for only two pairs of eyeglasses. I expected a substantial refund.

I asked several times how I could be paying more for less, and Joey, patiently and politely, explained until I thought I understood the pricing. My husband was furious. He said, Return everything!  I don't have problems with the staff. Sears' pricing was very dubious.

Another customer gave me a social media email address for Sears. On Sept 14, I wrote to that address and also sent an email on the Sears Optical website. The next morning, I received an email from the social media department from Sears that a case manager had been assigned, and that someone would contact me in the next 24 hours. I was very happy with that.

That same day, Kirk from the corporate office called me to say he would be looking into the case and he was confident that I would be very happy with the resolution. Kirk, like David and Joey, was very professional. He reassured me several times that Sears Optical took care of their customers. I told him that I chose Sears Optical simply because of the reputation of Sears which I absolutely trust. 

I think that Sears is fortunate to have staff who really take the time to be nice to their customers. I told my husband, if not for Kirk, David, and Joey, I would have returned the eyeglasses. A few days later, Giovanni, overall boss of several Sears Optical stores, called. He was just as personable. He explained that the pricing special of two pairs affected my return/exchange so that the pricing special no longer applied, hence the computer calculated a price based on one pair of progressive, and one pair of progressive/polarized sunglasses. Regardless of that, I told him that I cannot be paying more for less.

He offered me first a $69 refund which I did not agree with; he said he could refund the sunglasses of $89.99. All this time, Giovanni is very polite and patient, which I really appreciated, as my husband is still telling me to return everything. I told Giovanni I would pay for the pair of progressive I kept, and that was $185.00, and also the revised progressive polarized sunglasses for $89.99. I based this on the fact that I bought the sunglasses only because of the special.
I understand that Sears might have offered the $89.99 price only if I paid for a full priced pair of progressive eyeglasses; but, I told Giovanni, regardless of whatever pricing special, I cannot pay more for less. I would pay $185.00 and $89.99 one pair progressive, one pair sunglasses. He agreed.

Immediately, Giovanni said he would call Joey, the store manager, to handle the refund. Joey called me five minutes later to let me know, if I wished, he could process the refund when I picked my the sunglasses. I picked up my sunglasses on Sept 23. Joey processed the refund. I noticed on my receipt that the return/exchange date is no longer November 15, but December 22 2011.

That afternoon, I received a call from Sears corporate office. Annabel, assistant to Kirk, called to find out if the case was resolved to my satisfaction. Yes, I am so happy with the service, and the sunglasses too, although I may return to have Joey or David check the lens in the sunglasses.

While all this is happening, friends emailed me several links to people having terrible experiences with Sears Optical, although most of them were on the east coast, and two complaints were in California. Maybe Sears Corporate could assign case managers to these customers like they did in my case.



In the midst of this, I found out about online eyeglasses and despite the pros and cons, I can understand why people try the online vendors. Clark Howard swears by zennioptical although some people are very upset with their service and product. People sent me information on (((Redacted)) etc.. Warbyparker is like a Zappos where, for $95 total, you can get a pair of progressive and their philosophy is to give back to the community for every pair that you buy from them.

I don't know if I will buy eyeglasses online, but, if not for the way Sears Optical and their wonderful staff, I know I would have gone elsewhere to get my eyeglasses.

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