Great place to spend $1k to get treated like shit! Is the selection here incredible? You betcha! (Though they're not the only game in town.) That's why I went, despite a couple of bad customer service reviews. I bought a pair of frames I really liked (though Annette was very pushy about other frames even when I said I didn't think they were right for me). Despite the pushiness, pre-sale customer service was good.
It's the post-sale that was ABYSMAL. When my glasses were ready, we agreed on the phone I'd pick them up that afternoon. I live over an hour away. When I got there during business hours, the store was closed & locked. I waited for half an hour, left a voicemail, & headed home. Halfway home she calls back - she had ducked out to the store, and hadn't so much as left a note on the door saying back soon. Fine. I head back & get my glasses.
Almost immediately after, I got bopped in the face by my car sun shield, which was enough to twist the glasses so the lenses looked like they were taking a walk. I headed back to the shop during business hours on a day when I was going to be near that part of town. Now, NOWHERE except for an old physical sign on the door does it say she's appointment only. When I'd been there picking up, there were customers who seemed like walk-ins. Nowhere on her social media does it mention appointments or revised hours, and, while she has voicemail, there's no voicemail message - not even anything saying what store you've called - just a beep. So, obviously, I got there and the store was closed. I left a polite voicemail. Fine - it's the pandemic, I should have gotten verbal confirmation the store would be open.
She texts me back, and I make an appointment with her for a specific time and day the following week. I arrive at my appointment, and, once more, the store is locked up. I call, and Annette answers the phone. I say, polite but confused, - hi, I'm here for my appointment, and I don't see anyone here? To this, she replies - what are you talking about? you don't have an appointment, I'm not even in the state. I said - I have text confirmation in front of me that I'm looking at right now saying I do. Who could I have been speaking to? Any idea how that happened? She treats me like I'm crazy, and says, no I have nothing on the books, I don't know who you could have booked with. I say ok and she hangs up. She then texts me, saying her husband has control of her phone, & she sent an auto-cancellation but it didn't go through, & she doesn't keep paper logs of her appointments ever. I replied - ok, I understand that happens, but if you knew your husband was handling your messages & you were having auto-cancellation issues, why did you scoff at me & act completely affronted, skeptical, insulting, & not apologetic at all when I said I had an appointment, & why didn't you just say so when I asked who else I might have been speaking to? She gives another non-apology excuse about how none of this, up to and including never updating social media, is not her fault, and we book an appointment for the same time the following week. "We'll get through this!" she texts, with a patronizing little emoji.
The day before our appointment at the end of business hours, I text her to confirm that we're on for our appointment the next day. She confirms. At store opening hours the day of, she texts me & says - I don't have any other appointments. You think you're coming from far away - I'm coming from Indiana! Are you desperate to have your frames fixed? I say - I am the exact same distance from your store as you are in Gary, there's no need for that. I am desperate, they got unwearably twisted. Can you guarantee me you'd be here if I made an appointment for next Tuesday? She says - "I can't imagine they're unwearable. They're good quality and brand new." I replied - Then your imagination leaves something to be desired. They're decidedly bent. I really understand the distance, but you sure do keep insulting me. Her retort to this is - I'm a retailer, I get insulted & assaulted all the time, I understand how you're feeling.
Good to know she knows how it feels, but does that to customers anyway! And on top of that, she keeps trying to paint herself as a victim to not get held accountable for her own incompetence.
I'm never going back. I told her so, so she said my "charade" & insult to her was coming in several times (honestly telling her I was deciding between options there & elsewhere) & not buying for several months. She made sure to say that the frames I initially wanted went to "an FBI agent" & that her husband "is also her lawyer." Because not buying immediately, saying I won't be back, & leaving a bad review is an illegal charade now. Sure.
My eye doctor will fix my frames. They can't guarantee the work, since I didn't buy from them, but it's worth $1000 risk to skip dealing with Annette.
Save yourself. Go to Eye Spy, Lab Rabbit, Custom Eyes, Vintage Eyephoria, or See instead. read more