In a nutshell, the doctor is fantastic, but the two female employees in the front require serious…read morework on improving their skills at customer service.
My mother, frail and elderly, was in need of some new glasses. Doctor Kowalski took great and extraordinary care in her examination of my mother's eyes. My mother moved slowly, having to get in to and out of a wheel chair, dealing with a catheter bag, and portable oxygen tank. The doctor was very caring, attentive, and patient, in addition to being proficient at her job. Arlo, the man who helped us choose frames was equally agreeable.
Arlo said that the frames would be ready in 7 to 10 days.
Eight days past, so mother called to get an update on the glasses. She was told that the glasses would be ready next week on Wednesday.
One more week went by, so I called on Tuesday. The girl who answered the phone, Carrie said that they were not ready yet. She offered no helpful information throughout the conversation, and I had to drag information out of her. She finally told me that the glasses were on back order.
So, we now were told, 15 days after the order was placed, that the glasses were on back order. I called Eye Care Associates in Charlotte and confirmed that they could make some glasses with the script from another doctor. My mother called Lansing Ophthalmology to cancel the order for the back-ordered frames, and ask for a refund. Only Elena the optician can does refunds. She's not there.
A few minutes later, Mom gets a call from Elena. The glasses were not back-ordered, but had been sitting in the office for two days. She claims that she had trouble reaching my mother on the phone.
The next day Wednesday 10 July 2013, I go to collect the eye glasses with my sister. Elena provides the glasses, and asks if my mother will be in to get fitted. I said that she would not because it's difficult for her to get out. I asked if she would show me how to adjust the glasses. She scoffed at the notion of a novice doing it, but did adjust the one new frame to match her old frame. That one thing was probably the only redeeming value of the whole interaction with us, Elena, and Carrie. She then said that we were "all set", and offered no apology for our troubles up to now.
I proceeded to tell her the story of our experience there, but was repeatedly interrupted by her with defensive and argumentative comments. Elena was not apparently interested in truly listening to me. Yes, I'm sure that she could hear my voice, but empathy is an unknown word to her. I finished the scenario, and said that I'd like to give her the opportunity to make things right. Evidently, Elena and Carrie went to the same school of customer service, because she gave a sigh, then forcefully said with a snip in her tone, "Well, you obviously have something in mind! What is it?!". I was appalled that an employee who is working in a customer-service position of a business would be speaking to a client in such a manner. I told her that I thought that we should get a discount for our angst caused by the poor service. Carrie had said that Elena was the one to give refunds. Now Elena says that Vickie the regional manager is the only one to give refunds.
Elena insisted on giving me excuses, and defensive arguments. I wanted an apology. She then said, upon my urging, "I'm sorry that you thought that the glasses would be done sooner.". Now she offers a half-baked apology, and does not even apologize for anyone's actions (or lack thereof) at her store. She states this twisted apology by placing blame for the situation on us, the customer.
I then reminded her of the phone call between her and my mother earlier that morning. My very calm and kind mother, who is in hospice--I informed her, said goodbye at the end of the conversation, and Elena sighed and slammed the phone down to its holder. This icing on the cake of the saga, only added to the mounting stress placed on my ailing mother these two girls at Lansing Ophthalmology. Elena showed no remorse for her actions, when I confronted her about this, and predictably offered a defense instead of simply apologizing. I kept wishing that she would stop arguing with me, her client, and just act like a human being, and say a heart-felt, "I'm sorry.".
The negativity of this purchase could have been avoided with better communication, responsive helpful attitudes, and all of the other makings of good customer service.
On my way out, I told Elena that they are losing a customer of 30 years because of the attitude of her and Carrie. My mother, her many friends, and family would know to never shop there again, to which Elena replied, with a roll of the eyes, and uncaring countenance, "Okay".
