I have been a Gerry customer since 1991 in Liberty. Their prices are higher than some of the discount places, but I return again and again for the customer service they have always provided. I know when I go in there, I will have help deciding on frames and will have friendly and knowledgeable staff. Until a couple of weeks ago, that is. I visit maybe 2-3 times a year for an adjustment or to have the nosepads replaced. I have NEVER been charged before for either service. I had gone in recently for advice about keeping them clean (there is very little space to get in and around these pads to clean. The man told me to use a soft toothbrush and soapy water. I followed his advice and the result was, I scratched my lenses. So I went back in to have the dirty pads replaced, and was told it would be a charge of about $7 to do that. I said, I have never had to pay for that before. And the girl said pretty flippantly," well, it's always been that way". She started to write down my contact info. I asked for my glasses back and told her, "the customer service here has always been exemplary, but I will go elsewhere now. And I am about ready for new glasses, but I won't be coming here."
This seems minor, I know. But it was her attitude that got me, along with her assumption that I didn't know any better. In this economic time, businesses are struggling to stay open. That is not the time to push away established customers. Dr. Samuels, Nancy, and Gary had been the staff for nearly 30 years - and now, I do not see anyone in there I recognize. Maybe it's changed hands, perhaps some of them have retired, but the consistent service I come back for is no longer provided. Maybe this is progress. But there are numerous other eyeglass establishments within a short distance. It is time to find one who still puts customer service first. read more