Give someone else your money!
-horrible customer service
-no interest in customer retention
-long wait times
-expensive
I can speak from a place of multiple bad encounters at multiple Gerry locations. Two years ago I had an eye exam and purchased glasses from Gerry Optical in Brookside. The optician was rude, but other than that my glasses fit and I was happy. Two years later (2017) I decide to take my business back to Gerry because the script was the best I have had in many years (didn't cause headaches, etc.) This time I attempted to be seen in Lees Summit, their Dr. has very limited hours that didn't work for my schedule so I was directed to the Independence branch. I made an appointment for a few weeks out due to their schedule, they called me to cancel the appointment the day before without giving a reason or rescheduling. I called them back to reschedule, was seen, picked out frames and purchased a Groupon for $50 in order to get $200 off of my frames. They were ready 2 weeks later (due to Thanksgiving) when I picked them up at the Lees Summit branch they informed me that they overcharged me $120 and had to put it back on my flex savings card (that I now have less than a month to use before it expires.) Then, I try on the glasses and I could not see out of them. The optician said he couldn't adjust them further and they would need to be fixed at the lab. He called later to tell me that the script is the issue and I would need to be seen again. After another hour long visit with the doctor, they determine that the script is fine and I need different frames for my script. The optician in Independence disagrees and gets into an argument with the Dr. in front of me about what part is to blame. It was beyond uncomfortable. The doctor insists that I find new frames, the optician says they are fine and assures me that I don't need new frames and that he will send them back to the lab to be fixed, he was aggressive about it. I leave. Two days later a different optician calls and says that the doctor is right and I need to come back to pick out different frames! I drive back to Independence and pick out different frames with my 2 and 4 year old because there are only so many times I can come back without my kids. Needless to say it was less than pleasant to pick out frames. The optician I was dealing with was very pleasant and assured me that this isn't typically how they do business, never actually apologizing, it was as if they were trained not to, but consoling nonetheless. I was told there would be a rush put on the order; I leave. A couple days later the optician calls to tell me that she knows I've been through a lot and if I want to buy a sun glass clip for my frames she can sell them to me for 50% off, I decline because I don't want to give them any more money. A week goes by, I hear nothing, I call they tell me two more days. I hear nothing, I call, they tell me another day, maybe two. I express my severe frustration and ask to have a manager call me back. No manager ever calls me back. The optician says that a gift card will be left with the glasses when I pick them up in Lees Summit. Finally, on Saturday 12/23/17 over a month after my first visit on 11/21/17 my glasses are ready. As I'm leaving I have to ask for the gift card and a case, because one was not provided with my glasses. When I get home I have to get online to see that the gift card was for $25. $25 is around a 7% discount. Are you kidding me?! There were multiple opportunities for multiple people at multiple branches to make things right. It was not made right. I don't like doing these types of reviews, it isn't in my character... but this was beyond ridiculous and paying customers should know what they are getting in to. read more
