Had to have an exam for the same prescription for contacts as before, but--no problem. I was…read morepleased with the exam and thus ordered and paid for the contacts. Two weeks passed and was called and sent a text saying my contacts were ready for pick-up. When I'd made the special trip to pick them up the receptionist (think her name is Crystal or something similar) checked but came back and said they weren't there--they had yet to arrive. I explained that they had called and texted me saying otherwise. She debated this with me even though I had proof on my phone. She also pushed back several times by asking if I'd actually ordered glasses--not contacts. I mean...seriously? She checked again, but still they weren't there. She told me in a flippant manner, to just give it a few more weeks and they'd call me. I asked to know what the issue was now so that it wouldn't cause further delay if there was something else needed to fulfill the order. Still, she insisted that I wait a few more weeks. After reasonable urging from me, she Finally, she proceeded to apply herself to problem solving instead of pushing back and looked the order up in the system. Apparently, the contacts for the Right Eye had arrived, but the Left Eye was delayed for some reason. She tells me this and then points to the Right Eye package literally sitting on the shelf directly in front of her display monitor, as if this were never in question. Though bizarre, I accepted that I'd have to wait a couple more weeks.
Two weeks later, I receive a text and a call stating that my contacts were ready for pick-up. Upon arrival, she informs me that it was the Right Eye that had been pending arrival--not the Left Eye. She also adds that I need to pay an additional $65 for a contacts exam, and she claimed that she had called to tell me that specifically, ahead of time. However, she had not called. When I inquired about why I was paying for two exams--especially when I was getting the same prescription as before, she went on the explain (as if I am some idiot) that glasses are farther from my eyes than contacts. I wasn't happy about it, but I paid the additional $65 but stated that I felt like I was just being nickeled-and-dimed to death. In the most generic and indifferent manner she asked if I had any more questions. I told her "No, but I won't be coming back anymore because I feel like this is simply another method to get money from me." She actually responded by literally saying, "Oh--that's no problem at all." I said, "Wow, you aren't even the least bit concerned about losing a customer?" Again, she stated--no--it's no problem at all, and asked asked if there was anything else? I said maybe a little empathy might be professional on her part. And she simply repeated the same question twice more.
As I left, I thanked her for stealing from me, and she replied by saying, "Oh...you're welcome." Although I was clearly aggravated and dissatisfied, there was nothing demonstrative, loud or disrespectful about my demeanor during this conversation. This person was like talking to a sarcastic robot.
Although it's a factor, $65 isn't really the point here, but I'll never go back. A basic, and reasonable expectation is that paying customers should be treated with respect, engagement, and clarity concerning additional charges. Afterall, this is a shop that I trust with caring for my vision. Pretty important. I need better from this organization in order to allow them even go near my eyes.
But for fairness and clarity, my preceding exam by the optometrist was fine--no issues at all.
