Owner reply to the above review:
I am sorry for your experience, and I would like to explain what happened in details.
First of all, you brought in a pair of rimless eyeglasses that you've already been wearing for 4-5 years.
The reason you brought in the eyeglasses was because one of the temple/arm was broken, and you came to the shop to ask us to help you.
I looked at your glasses, explained to you if I order an original temple, it will cost you over $140 just for one temple/arm, and the colour won't match.
I suggest that I can order you a new set of frame, same brand, same style, for $290, therefore you can transfer the old lenses to the new set, and because it's a complete new set, you will have warranty on it.
That way, you don't need to by new lenses, which can save you about $280.
Eventually, you decided to go for a new set of frame with the same style, you told me you like the colour of your old frame very much, but since the same colour has been discontinued, I tried to look for a colour as close as possible, spent more than an hour on the phone with the supplier, eventually found one, and I placed the order after your approval.
I transferred the your old lenses to the new frame, you came to the shop, I did a test fit and took the frame for some adjustment.
You start complaining about the colour of the temple-cover is different than your old frame for 3-4 times, I explained to you because it's a different colour, but if you prefer, I can transfer the old temple-cover to your new frame. since they are still in good condition, but you denied.
While I was doing an adjustment, I dropped the frame to the worktable, the height is about 1 1/2 ft, I picked up the frame and make sure there's no damage on the frame and lenses.
I did apologize to you right away and explain to you both the frame and lenses are fine, however, you went on with your complain and not listening to my explanation.
I apologized for many more times to you, and you were still acting the same, thus I have to say "I am sorry" in a more clear voice to make sure you know I feel really bad about the incident.
Eventually, you took the glasses, but then you came back within 5 minutes and told me I scratched the lenses. I looked at it and the issue is coating peeling off.
I explained to you it's not a scratch but instead coating peeling off, and I further explained to you that's a kind of wear-and-tear on old lenses, and I didn't need to touch that area of your lenses when I worked on it.
In this case, I tried to help you out on a 5+ years old broken eyeglasses that you didn't brought from us, I spent hours to look for a frame to match your old one. To be honest, I feel very bad about dropping the frame on the work table too, and I did apologize sincerely. Lastly, I didn't make any damage on your lenses, those were really wear-and-tear.
thank you
Alex read more
