My initial impression & experience with Custom Eyes Optical was decent. The location was very convenient, the store was somewhat cleanly and the staff was personable enough. The regular frames & lenses that they tried to sell me were quite expensive, and the not-so-nice prescription sunglasses I was interested in were over $500!!!
I decided to order a set of glasses through Custom Eyes, as it was time for a new pair anyway.
After hearing so much about being able to order prescription glasses & sunglasses online, I started doing my own research and I found quite a few prescription glasses & sunglasses that I was interested in. Although, I needed some information from my optician - such as your prescription and equally as important, your Pupillary Distance (PD).
This is where things went down hill, and fast...
I went back up to Custom Eyes and asked the girl at the front desk about getting a copy of my prescription and PD. After about 10 mins, she came back and gave me a copy of my prescription, but not the PD measurement as I asked for. I thanked the girl for my prescription, but I asked her about the PD measurement. I was told that the Dr. did not provide "that" information to patients. I then asked to speak with the Dr..
The girl at the counter went and retrieved Dr. Havelock, who came out into the reception area with a not so pleasant look on his face. I told Dr. Havelock straight up what my intentions were, to get my prescription and PD measurement so I can purchase a pair of prescription sunglasses online. Dr. Havelock replied with "that's how I make my money, do you really think i'm just going to give that away?". I was immediately disgusted with Dr. Havelock's tone and what he was telling me -- which is essentially the same thing as telling me, "if you want prescription glasses or sunglasses, you MUST purchase them through me so I can make some money too." I told Dr. Havelock to have a good day and then left the store. I will NEVER visit this store, let alone purchase anything from this store again.
Fast forward several months later, to today...
I receive a "friendly" reminder card in the mail from Custom Eyes Optical, asking me to come back into their office for a follow up. The nerve of some people, but figuring it was some automatically generated & mailed postcard, I figured I would at least humor them.
I called their office @ 410-833-1910, and politely asked to speak with the office manager about a few questions that I had pertaining to the follow up card I received in the mail. The office manager, Suzy, picked up the phone and seemed peeved to begin with - perhaps I interrupted her dinnner? I proceeded to share with Suzy that I had a decent initial experience with Custom Eyes Optical, but as a professional courtesy, I wanted to leave some constructive feedback.
I explained to Suzy that I received the mailer card and that I would have been happy to come back to their store, but there was an issue that went unresolved, and ultimately prevented me from coming back to their store. Suzy was quick to ask what the problem was and when I explained to her that I found Dr. Havelock's less-than-professional & nasty response to my request for PD measurements is what has turned me away from doing business with them in the future, Suzy replied with a very matter of fact & defensive tone: "we give all of our patients their prescription, but we are not required by law to provide patients with PD measurements and we do not offer that service." I told Suzy that I acknowledge what she is saying as well as what the law was, but that she was missing my point. I explained to Suzy in a more simper manner, that yes, I would be coming back to their store for the follow up visit, that yes, I would be ordering another pair of glasses through them, but their lack of quality customer service and lack of professionalism when they're questioned is precisely why I am not coming back to their store. Suzy, the Office Manager no less, then resorts to telling me in a very nasty tone: "I'm glad you're not coming back to my store, we don't want you."
I immediately stated that this conversation had gotten way out of hand and unless Custom Eyes Optical was willing to attempt to satisfy and unhappy customer, and provide me with my PD measurements, then I had nothing left to say. Suzy started on about something in her nasty tone and then I hung up the phone.. I just got home from work, hearing an old bag getting nasty on the phone with me is the last thing I need.
Less than 5 minutes later, I received a voicemail from Dr. Havelock himself, telling me that they were going to call the Police and report me for stalking & harassing their store.
The moral of the story is beware of doing business with Custom Eyes Optical - In my personal experience, they can be very nasty and unprofessional.
If you want proof, ask Custom Eyes for your PD measurements.
ANY other Optician will give your PD measurements! read more
