As of 2-11-16 one star is all I can give. I can tell you that after 48 years of wearing glasses and a half a dozen eye doctors, based on where I lived and worked. I have not experienced this kind of unprofessional customer service. Currently the Vice President of the company is working on the situation. Stay tuned for all the details as I want the review to be fair based on the resolution. You can tell from my other reviews that I am not hard to satisfy if I am treated fair.
-Walt
Well, after the Vice President (Todd) got involved. I received the correct glasses in a fair time frame. I would definitely encourage people to give this company a chance. I now give them four stars because Todd went the extra mile to overnight the correct frames. Then personally got involved to see the project through. Six visits total to get glasses. Two visits prior to the day of my exam so I wouldn't have to pick out frames while my eyes were dilated. Third visit, the day of the exam and first viewing of the selected frames, turned out to be the totally wrong frames. At this point I expressed my frustration as gently as I could under the circumstances. Fourth visit, right frames, right lenses, wrong color. The glasses tech got defensive and tried to spin the situation to be my fault. Ok no problem. How along, I asked. Then in the continued defensive attitude she started to answer at which point I interrupted and asked if she wanted the sale or not. She said "no thank you". I said that was fine but don't bill my insurance for the exam. If I was going to have to go somewhere else to get the glasses I needed, that Dr would want to perform their own exam and my insurance would not pay for two exams. That is when she dismissed me. Real professional. That is where Todd comes in, first visit with him / my fifth visit to the store to view the very thing I asked for the first time. Second visit with Todd / my sixth visit to the store, I'm walking out of the store in my new glasses. No problem for Todd. He is professional, fair and has obviously done this all before. This all happened at the store in Plainwell, MI. They loose one star because of the first experience. Relationships are built, not instant. Could be five stars in their future I will leave that up to them. Thanks for reading.
-Walt read more