Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of glasses in April/may. Frank helped me and was very nice. They immediately started to loosen up. The arms would not stay tightened. I was very busy at work and unable to bring in for adjustment. In June they feel off my face due to this. I was told the lenses were covered but not frames. I requested lenses replacement. Called a couple weeks later and they had not been ordered. Suzy ordered them. Called when they were in. Made appt to get them swapped in July for 7:30. She was 10 minutes late that day. I advised my dissatisfaction with the frames and she was very rude and seemed to take it personally. She told me she adjusted them a different way. I was already late to work and rushed out. Within 2 days they were loose and falling off. Again, I work 7-3:30 in Albany and live 30 minutes from the shop, so hours are super inconvenient for adjustment. Friday I told work I would come in late/stay late and made the trip. Suzy showed up at 8:05. I was told by her very rudely if I made an appt she would’ve been there. I’m sorry the hours start at 7:30 and I was always told appt aren’t necessary. I advised my disappointment and said last time I was in she was very dismissive of my concerns. She stated she didn’t do that and said I’ll just put your lenses in another pair. She took a used pair off shelf and put my lenses in. These aren’t even the correct color. They’re black. My frames were brown. At this point I’d like to just turn back in for a refund. I’m so over this disgusting service. Owner will not discuss in writing. I would like in writing

  Business response

  10/01/2024

  Hello,Please see the email communication between ******** and myself. ******** has been offered a full refund for her eyeglasses which she requested. She asked to either come outside of her work hours or to mail the eyeglasses back to the office. She was told that either option would be ok, I myself am here most days at 7 am or someone can be scheduled to be here until 4:30 pm and I would leave the refund check with them. If she would prefer to mail them back to the office, we can mail her a refund check once we have received the eyeglasses. Her concerns regarding her interactions with the employees are being addressed internally. Thank you,Sara B*******

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