Similar to other reviewers, I had trouble with this establishment as well. I've used them on 2 occasions, and when everything is going well, they are a bunch of cute and chirpy hipsters looking girls doing who seem great at customer service. For example, they keep cards on you with various details that makes them seem like they remember you personally no matter whether you've ever spoken with that salesperson or not, or if you haven't been there for a while.
The first time I used them, everything went as promised, so they were great to work with. The second time was a vastly different experience. They have another side to them that reveals itself when things go wrong on their end and they act like the nightmare customer service people that you cringe at having to deal with and keep changing what they are saying until your head starts to hurt.
The second time I went to them was after my new optometrist (I moved from that area) had problems fitting lenses into the glasses I had purchased from EyeSpy. The new place tried 2 different kinds of lenses that did not work then broke my original lenses.
This is when I contacted EyeSpy. I spoke with Patsy who gushed sympathy for my frustration and assured me they could take care of my glasses and get them back to me with no problems. I asked how long it would take and she told me my lenses would take a week. Time was important to me, because my vision is terrible, and the first place had my glasses for over a month. At this point, my eyes were really hurting, because without my glasses I'd been wearing my contacts every day without a break.
My first convo with EyeSpy was Oct 17. On Oct 22, Patsy told me my glasses were at the lab. As of Nov 5, new eta is Nov 11. That's over 3 weeks.
This afternoon when I spoke with Alisa, she was extremely rude. When I told her that the whole reason I went to EyeSpy was that I had trouble with the last place and Patsy assured me EyeSpy could replace my lenses without any problems. They had said it would be a week and now it was more than 3 weeks. Alisa told me Nov 11 was the earliest they might be back and it could take longer. She also said SHE would never have told me it would only take a week. I asked why she was throwing Patsy under the bus rather than trying to fix the situation.
Alisa said the only thing she could suggest was to use a cheaper lens which wouldn't take as long to replace. Somehow this didn't seem to make the situation better exactly. ( If I wanted a cheap product, I definitely would not have gone to EyeSpy--everything there is expensive.) I told her I didn't want a cheaper lens and asked to speak to Patsy. Alisa rudely explained that Patsy was helping a customer and she would have to call me later. I guess I was no longer a customer.
Later when I finally talked to Patsy, gone was her cheery, helpful attitude. She said she did not tell me it would take a week and yelled at me that 'she would never have said that!' I have to say, that I was super surprised at this 180 with everyone's attitude, but it only got worse. I asked if they were going to offer anything as a gesture to remedy the situation. (At least the incompetent first place offered me a rebate on a portion of my initial payment.) Patsy said in a condescending voice, "she said sorry in the email and there was nothing else she was going to do!...she never told me a week!...this was the labs fault not theirs and it wasn't their responsibility to do anything to make up for it!..." I couldn't get in a word edge wise, and because she kept yelling at me, I ended up actually hanging up the phone on her. In all my experience with frustrating conversations with people who where in retail, I've never had to hang up the phone on anyone because they were being so rude!
After paying more than $1,000 for these glasses, I would have expected better customer service. They were like Jeckel and Hyde. Great--when everything is going well. Monstrous, condescending bullies when they screw things up. read more
