For over 15 years I have been a patient at Classic eyewear inc. In Farmington, Never in my time have I witnessed such awful customer support. First I'll start off by saying that I have always been patient, have never been rude to or shown attitude or discern to anyone in this company. I have always been respectful and kind to the staff. For about 5 months now I have been patiently working with classic eyewear as they have tryed to order the correct prescription contact lenses for my right eye. Their guarantee was that I would never have to come out of pocket for their mistake. Finally after months of waiting and going through several trial pairs of contacts we had come to a stable lense for the right eye. I was told that they would be ordered and they would call me when my contacts arrived. Two days ago I received a call from Sharon at classic eyewear(seeming to have an attitude) letting me know that they placed the order but that I would have to come out of pocket for the second pair(about $200). Immediately I told her that this was not right stating that their guarantee is that I would never have to come out of pocket for the company's incompetence. She responded by saying that she'd have to talk with Doctor Herrera( Lead Optomistrist/Owner ) and see what he wanted to do. The next day I get another call from Sharon ( still with an attitude) letting me know that Doctor Herrera is going to wave the fee but that he reccomend I find another doctor. I responded by asking what she meant by the recommendation. Using a sarcastic and giggley tone of voice she told me "He wanted me to put it like your fired from coming to our office". Really after 15 years of being a loyal customer, never complaining once, and always staying calm this is how they treat their customers. Never have I been so on edge by a customer service experience. As a sales manager of 3 years in wireless and being described by peers as an expert in customer retention I myself could not grasp the reasoning behind such a frustrating experience. As a business leader/Owner you should especially hold your self accountable for and want to fix your errors and not punish customers for your own incompetent employees/practices. This should be a perfect learning experience for development within your facility, not an excuse to throw a hissy fit and shut out your customers. Boohoo you had to come out of pocket for my lenses because you messed up, your mistake not mine. As leaders we must always go above and beyond. Even if it means countless hours, long days, and short nights. The $200 you had to own up too is nothing compared to the business we have brought you over the years. Remember you might forget, but we the consumer will not. read more
