LENSCRAFTERS Luxxotica, Sunglass Hut Beware - Consumer Complaint Against LensCrafters/Luxotica San Antonio, Texas

North Star Mall Incident - 11/17/2009

I am deeply upset and dissatisfied with the way that I was handled by North Star Mall security and the assigned Police Officer, on today 11/17/2009. Specifically, I would like to file a complaint and report for this incident. Today I went to Lens Crafters and my $ 300 cell phone was stolen from the store counter while I was in the store. I used the phone in front of Lens Crafters employees for I called Lens Crafters Customer Service from the store. After sitting with Brittany to price glasses, I sat my phone on the customer counter. I walked away to replace a pair of display glasses and my phone was gone. At the time there were about 4 employees in the store, and one customer.

I insisted on filing a report and complaint to make Lens Crafters and the mall aware of the incident, but constantly got the runaround, being told that I could file the complaint on line, there was no phone number to call. Unbeknownst to me, security was called, Mr. Mendoza. He spoke to me and seemed helpful at first. He then told me that an officer would come to take the report, Officer Ingram. I told him that I would walk to my car and return. I gave him my second cell phone number in case I missed him.

As I walked to the car, 3 officers approached me, Ingram asked "may I help you". I told him no, for I did not know that he was the one that Mendoza called. Ingram did not asked me if I needed help with my phone situation so I figured that I would wait until I returned to Mendoza. Immediately officer Ingram exerted his authority, through me against the wall, handcuffed me and threatened to arrest me if I said one word. As on lookers watched, he asked that at most I could shake my head as he asked questions, and if I said one word he would arrest me. Mendoza then said to me "You really *** up now", while Officer Jason told him he should not have said those words. Ingram was very much in my face trying to provoke me to get arrested. I did not allow this to happen and was released.

I was told by Lens Crafters and by Mendoza that I could file a complaint and incident report and I wanted to. I still do. But, I was told by Ingram that there was no such complaint that I could file and that if I wanted to file a report with the police department nothing would happen, but I could try to do so on line. I have never been so humiliated in my life. I am a black man. All parties involved were Latino or White. This felt really strange.

Additionally, Lens Crafter employees were very customer unfriendly. Particularly Brian, the manager on duty. He did not want to come to speak with me about this matter, though Brittany tried vigorously. He tried to bribe me by offering deep discounts on glasses for the humiliation. I told him that it would not erase the humiliation and he shouted to Mendoza, "take him away from my store". Michael, another Lens Crafters employees "freaked out" (according to Brittany as well) for some reason and became arrogant and argumentative with me about the matter, though he was marginally involved. He showed me his iPhone and argued that he had no reason to steal my phone, though I never accused him of stealing it. Ultimately, Michael called security. Brian then came out explaining that security was called to help me file a report. Little did I know they were called to harass and torment me. I know that I had and used my phone in the Lens Crafter store. There was a total of 4 employees in the store (George, Brian, Michael, and Brittany), and one customer.

There is a possibility that my phone was stolen by one of the employees and I wanted to report the incident. I was never able to report the incident, but am now sending this posting to you, and will contact the SA Police Department.

Eventually, I did get the phone number of the Lens Crafters Regional Manager, Terry Garcia, from Brittany. I left a voice mail with her and 2 with North Star Mall management. 

The fact the Lens Crafters staff, SAPD, and North Star Mall security was so demeaning and humiliating for someone who broke no laws, is something that you should seriously investigated, if North Star Mall management cares. If not, I have no doubt that everyone's absence of politeness will flare up into a more significant problem some day. As for me, I never plan to go to your mall to shop (nor Lens Crafters) and fill out reports on this matter, post blogs, inform friends, management, media and authorities. What a horrific experience! You really should investigate this matter and let me know how to go about filing a formal report and complaint.

Your prompt attention to this matter would be appreciated.

Regards,

Kevin

Blog Reply - 11/18/2009 - Prange Way Reply: November 18th, 2009 at 3:13 pm @Kevin Vidal, If you are dissatisfied with your treatment by all parties involved, including the police, it sounds like you need to hire a lawyer.

[Reply] Blog Response - I do appreciate your reply. This incident is still unsetting to me. I just spoke to a regional manager at Lens Crafters, Terry Garcia.  She was very unapologetic and said that she "stands by the integrity of her employees". She did not care to receive this incident in writing from me, though it contains additional details. She listened to my store summarized on the phone and told me that I would never hear from her again regarding this matter. She relinquished Lens Crafters' responsibility to formally investigate this matter. She tended to point responsibility for this matter to mall security and the SAPD. ...."not in her control".

I have since written the TV Stations, North Star Mall's parent company, Lens Crafters' parent company (in Italy), and the mayor, Julian Castro. I have not heard from any of them on their own accord. I did speak with the San Antonio Police Department. They did not return my calls, nor did they respond to emails or on line forms. The officer I called told me that he has to finish speaking with the mall and Lens Crafters, then he will decide if he will "even take my case". North Star Mall management never responded to calls, or emails either. I called them and spoke to Operations Manager Dave Stetler. He told me that he would look into this matter, but did not offer to follow up with me. I do not expect a response either.

I am simply trying to shed light on the treatment I experienced. I am sure that others have experienced the same, but as citizens and consumers we never take action. My actions may seem in vain, but I am proud that I am not "taking this lying down". I am more interested in sharing this situation with the community, and management who both can effect changes. At this time I am not considering legal action. I send you very warm regards for your reply. The more responses I receive, the more this story gets circulated.

Kevin