Horrible customer service. Twice now I've been brutally disappointed. The first time, I gave them the benefit of the doubt, only to have my other cheek slapped.
A promise made by an employee to hold a set of frames until after my doctor's appointment, was met with a search for those frames within an hour of my eye exam. Just a couple of days earlier, I had called to ensure that those frames I had identified as well fitting and just for me, were still being held and to inform them of my appointment time, that I'd be in right after my appointment.
Eventually the frames, I had requested to be held on my behalf, were found having been put back on the shelf to be sold. While irritated, I dismissed my irritation considering that it all worked out and they were still available. I inquired as to the price of an additional pair of glasses, knowing that they offered discounts for multiple pairs. I found another pair that was quite nice.
At this point, we had waited in line to be waited on by one of the staff for close to an hour. I sat down, made my choices and was fitted for two pair of glasses. The whole process took well over 90 minutes. My information was put into the computer and we were summoned to the register to check out. At this point I was informed that my form of payment was not accepted by this company. I looked around and did not see any signage as to what forms of payment were accepted and saw none. While disappointed to not get my new glasses that day, I understood and told the girl that I'd have to come back "after the first" to pay for and place my order. She wrapped a paper around each of the frames with my name on them and said it was no problem to wait until I could get back in.
Today, which is the FIRST business day after the first of the month, I entered the store to pay for and order my new glasses. The employee looked for my order in one of the trays. I mentioned that they had been placed in a white tray. She looked again and said that she could not find any tray with my name. She stated more than once that they've been very busy. Well apparently too busy to satisfy a paying customer. She then looked in a file drawer that held envelopes filed alphabetically. Voila! She found my name. My order had been disassembled (90 minutes of my and my husband's time) and the copy of my prescription was placed in the envelope "on file". WHAT THE HECK! I asked why and she offered the simple and weak explanation that they've been very busy.
The bottom line here is that customers cannot trust this company. I've been lied to and treated as if I'm a speck of dust to be brushed away. Well, they've successfully alienated this paying customer and I will from this point on, share my negative experience at this company. I'll take my $500.00 and spend it somewhere else. So long, Dr. Barnes! I'm confident that good customer service is rewarded while poor customer service leads to the demise of what could be good companies. read more
