On Dec 3rd, 2014, I went in for an eye exam. The Dr. was running behind and I didn't get in until 30 minutes after my scheduled appointment time. (Customer service fail #1) After the exam, I selected a new pair of frames for my new Rx. They were a really great pair of Ray Bans that were a blue and brown tortoise shell pattern. I also had two pair of frames in which I wanted to replace the lenses. One clear, and one with shaded lenses for sunglasses. I was told it would be a 10 to 14 day wait for the glasses to be completed.
I had a 3 week trip planned starting December 10th, and was going to be out of town when the glasses were finished. I requested the glasses be shipped to my location when they were completed. The employee said that would be no problem and took down the address for shipping.
On Dec 19th, I got a voicemail that my glasses were in the store and ready for pick up. (Customer service fail #2) I called back on Dec 20th, explained that I was out of town, that I had requested that the glasses be shipped, and the employee said it would be no problem. The man I spoke with said that he did see the note and the address. It was afternoon on a Saturday and the shipping service had already been completed for the day. There would be no shipping on Sunday, so the earliest it would now go out would be Monday. He said he would look into it and get back to me. Monday came and went, as did the rest of the week, and I didn't hear anything back from the store throughout the remainder of the trip. My glasses never arrived. (Customer service fail #3)
On Dec 29th, en route back home, I got a call that the second pair of glasses were ready for in-store pick up. What the employee said was that my "Nike sunglasses" were in. I said "I do not have any Nike sunglasses." He said, they were the black and white frames. I said, "Yes, I have a black and white pair but they are Smith brand and should be clear lenses, not sunglasses." He confirmed that they had clear lenses. OK, Thanks. On Dec 30th, I was back in Colorado and stopped in the store to pick up my glasses. I politely explained that I was disappointed that I had not received the initial pair of glasses during my trip. The individual I spoke with, who I believe was the store manager, had no explanation and no apology. (Customer service fail #4)
We proceeded to try on the new glasses to check the Rx and make adjustments to the fit. I couldn't even keep the glasses on. The correction in the lenses bothered my left eye and caused it to want to close. The lenses in the frames that were originally mine had an even worse effect allegedly due to the slight curvature of the frame, but both sets were unsatisfactory. The sunglasses had not yet been completed and would understandably be put on hold until after the second exam.
The staff member scheduled me for a free re-check exam the following week. It is a 50 minute drive from my home to this store. I chose this location because it was the closest eye care provider that was covered by my insurance. It was a bit of an inconvenience to have to make the trip again but I wanted to get my Rx right. I had no choice.
I went in for my re-check the following week, and again the Dr. was running late. This time, by about 50 minutes. (Customer service fail #5) The exam results did prove to be different from the initial Rx. It would be another 10 to14 days to get my glasses back.
Near the end of Jan, I finally got the call that the first pair of glasses were in with the new lenses. I went to pick them up and initially, just by looking around the store, I was more satisfied with the Rx than I was with the original lenses. However, as the afternoon and evening went on, and I had spent some time driving, I realized that I was not able to read street signs until I was very close, and distant images such as trees, bushes, etc. seemed blurry and indiscernible.
I called the store back within a week and described the issue I was having. The employee explained that sometimes our eyes can adjust to the wrong Rx and recommended I keep wearing the new pair exclusively for several days. Hopefully my eyes would adjust. I followed his instructions. I wore nothing but the new glasses for a full week. I even wore them indoors and at the computer when I normally only wear glasses to drive and see far distances.
By mid-Feb, I had finally received notice that the other two pair of glasses were back and ready for pick up. I had had no progress with adjusting to the new lenses and was still able to see distant objects and signs much more clearly with my old Rx. I went back into the store and explained this to the employee. I asked to return the newer glasses and the lenses in my original two pair of frames. He did not hesitate to refund my money but stated that they no longer had my original lenses and that I would be stuck with this new "bad" Rx in my original two frames. (Customer service fail #6) read more
