I got a frame from NCO, because I couldn't find a frame I liked where I usually get my glasses. The girl helped me choose the frame was nice and helpful and I was happy to find a frame I liked. From this point on, they went from a 4-star to 1-star.
First the quality of the frame is inferior, despite it was a Valentino made in Italy and priced at $256. After only about a month, it defected. It looked like the frame was coated with plastic films and the films on the arms were distorted due to heat (maybe the hot weather). NCO agreed to replace the frame, but when they saw the frame they questioned if I left my glasses in the car - one star off for how they treated customers not because of the quality of the frame. My old frame is about half of the price and it does NOT defect during hot weather.
After they replaced the lenses, I noticed minor scratches on the frame and the girl said they were probably designs. I cannot say if the frame came like that or it was scratched when they worked on it because I didn't see the frame before they worked on it. What really mattered was the glasses didn't work right especially the left side. They said the left side was too high, so they adjusted it. Still I felt something was off and was told to try them on for a few days or go back to where I got the lenses to adjust the glasses. I also had to tell them the frame had some white dots on it. They said it was stains and cleaned them off. One star off for lousy work. The staff needs more technical training and needs to pay attention to details.
Before I left, I asked if the frame defects again will I get another replacement. I was told NO, it was one time replacement only. You would think there is a one-year warranty from Valentino. I could have taken 1/2 star off for not showing interest to work with customers.
I'd tried the glasses for a few days, but I always felt the lenses were dirty. I constantly cleaned them, but it didn't help. When I looked closely, I found fine crack lines on the lenses. I call NCO and said they may have damaged my lenses. They told me to go back where I made the lenses to replace or fix the lenses. Another star off for asking other store to take responsibility for your mistake.
Since I had other issues before, so I used the one-time free replacement already. Out of desperation, I went to Eyelux in 4S Ranch, my regular optometry. They confirmed the lenses were crazed most likely due to heating. The lenses should have been covered when NCO tried to take them off the old frame. There is no way to repair crazed lenses and Eyelux said they'd call the lab to see if they would replace the lenses for free for the second time.
I am grateful I don't have to pay $455 (50% off from Eyelux for 2nd pair) or try to ask NCO to pay, which I don't believe they would do from this experience, for the new lenses. Big thanks to Eyelux for coming through at the end. read more