My first experience at E2E was great; but once they get your business, their customer service suffers greatly. After seeing my regular optometrist, I came here to get my prescription filled. The doctor wanted to do an appointment to make sure that the prescription was correct. I got Gucci glasses and ordered contacts. Due to a back order, I did not receive my contacts for a while. They gave me samples to last until I got my glasses.
However, when trying to get glasses fixed, they leave much to be desired. After spending over $500 on glasses, I would expect their staff to be courteous and to want to adjust or fix your glasses when you come in. Instead, my husband came in to get my glasses fixed and they gave him a lecture regarding eye glass care and grumbled while tightening a screw. Then, I experienced the same problem with the left side of my glasses, I attempted to go in on Saturday, September 26, 2015, but they were closed early at 12:00 p.m. I returned on Saturday, October 3, 2015. The experience is why I wanted to write this review. I waited in line patiently and let the customer service representative know I was there for eye glass repairs. She was hostile and condescending from the start about: 1) the warranty; 2) repairs; and 3) whether manufacturer defects existed. She has bleached hair.
Warranty:
The warranty is one (1) year. Therefore, my one (1) year warranty runs from when I received the glasses for a consecutive twelve (12) months. Despite this, the customer service associate told me that my warranty would be up in two (2) months. I did not receive my glasses until January 2015, which would mean my warranty runs from January 2015 to January 2016, not the date of purchase, because I did not receive them. Even if the date of purchase was the start date, I did not purchase my glasses until late December.
Repairs:
The customer service representative told me that they could not help me. When I showed her the gap between the left lens and my frame, she told me that they are supposed to be that way. Then, I showed her that the right lens did not have a gap between the frame. She huffed audibly. She then mentioned my warranty and said I had two (2) months until my warranty was up. That I would have to pay 35 or full price for the glasses. I believe this is a way to discourage them having to make repairs or having to help you. Then, when I mentioned that I had come in for the same problem but on the right side my glasses, she told me to take a seat. I asked to use the facilities and went to the ladies room. When I came out, she had my glasses and told me that the other associate, I do not remember her name, tightened the screw. She asked me to sit down at the glasses desk and when I accidentally sat on the wrong side, she rolled her eyes and told me to sit on the other side. Then, she told me to try my glasses on. I tried them and then, looked at them. The gap was still present but not as large. However, from tightening my screw, the associate had scratched my frames where the screw is located. More frustrating than the scratch was that the screw was still not in all the way and there was a gap between the ear piece and the frames on the left side but not the right side.
Manufacturer defect:
I told her the following: 1) the gap is still there; 2) the screw is not tightened all the way; and 3) you scratched my frames. She huffed again and said that is the best they could do and they could send them into the manufacturer but that I would probably have to pay full price for the glasses because it is not a manufacturer defect. I asked her how she could tell it was a manufacturer defect.
I also did not verbalize but thought "last time I looked you are not an expert witness on manufacturer defect because you do not know the history of this model of glasses, the history in your computer or with the manufacturer or with other stores."
In response to my question regarding the manufacturer defect, she huffed and went back in the repair room and tightened the screw. I would have preferred the older associate to help because she is gentle with glasses, courteous and not dismissive. However, this associate then returned with my glasses and I mentioned again that the screw was not tightened all the way. She said that was the best they could do. I then mentioned that the right ear piece was tight and wondered if they could loosen the screw or adjust it so that it was not so tight above my right ear. She then BENT my ear piece. I told her not to BEND my glasses and she said that is how they do it. [After leaving this store, I called other stores and they confirmed that they would never bend frames for any reason]. She then said her pitch regarding the warranty and got up and made sure I knew my glasses are $315 full price and I would probably have to pay that. She said they would call me to let me know if it will be $35 or $315 and it would be 6-8 weeks. read more
