Having just had cataract surgery, I needed a temporary pair of glasses to be able to drive, so I was referred to LensCrafters. HUGE MISTAKE and waste of time. I only need for 4-weeks, until the eyes heal and settle down, to go for final exam for final RX.
I take frames that can be used, thinking would save money not to have to pay high price for frames for a temporary pair of glasses.
I'm quoted a high price for something that is going to be disposed of in 4 weeks, but then I am told there is a discount off the frames. (We all know frames are not going to be cheap). So, then she says, your lens RX will fit a $99 promo for lens and frames. Let me show you which window of frames. While I am looking at the frames, she is continuing to take further information, to set up an account for me. I fell in love with a pair of frames, thinking I could actually re-use the frames after the temporary stint. I'm at the desk, getting ready to cashout, and I literally wrote the check. She then says, she has to go out back to see if my RX is in inventory. . . . . . WHAT??
She comes back to say, my RX is NOT there; they sold that last RX yesterday. HOWEVER, we do have poly-carbs in your RX. PRiCE? $169 plus frames. NO WAY am I going to pay a higher price when I had been told the promo price, spent time picking out a pair of frames, written the check, and now told "not available"! There is only one plastic, so we would have to use poly-carb at $169. (She had my RX when I first walked in to start the sale!)
NOPE! Sales do NOT work that way from my retail experience and 20 years advertising experience!! I state, "As I recall, your advertising says: 'New lenses ready in an hour. . . . ' I don't recall anything at all about "if we have in stock, etc." (She doesn't correct me about the advertising.)
Further, you do not give a promo offer, have the customer WRITE the check, and play what feels like "bait and Switch." That is NOT going to work with me AT ALL.
There is no effort for a compromise, so I made the suggestion for her to
honor what she told me and use the poly carbs, and let me walk away a VERY HAPPY CUSTOMER? (NOPE--she can't do that. Manager comes over to talk to me. NOPE! can't do that. . . ) (I'm even thinking use my old frames, but isn't it up to her or the manager to do the problem-solving and offer some kind of compromise?)
Next, still no offer to compromise, so I ask if the one plastic available for the promo and one poly-carb could be used, or will it mess with my brain. She confirmed 2 different types of lens would confuse the brain.
Okay, so now I ask when will the inventory be back in stock, and I am told in 10-days. I ask why do you advertise "lenses ready in an hour" if you do not have the inventory?" I'm told "small company, blah, blah, blah. . . ."
I'm thinking 10-days and no glasses bites hard into the 4-weeks for which I need. I 'm also thinking "10-days--really(?)" with the long Memorial day weekend at hand. Further, I am thinking why is there no "problem-solving" here--like order another pair and overnight-delivery(?).
I'm also thinking of some other compromises, but these people should be making some attempt to correct the way this sale was handled.
Getting nowhere, I very gracefully said, "personally, as I first said, I think you should be helping with some kind of compromise, since it is NOT my fault you sold me a promo you CAN'T honor, won't attempt to honor with a compromise, and advertise falsely "while you wait."
NOT A BUDGE. I did ask if there was a LensCrafter in Augusta and was told 'no.' (I would have had them call and put in the frame number and RX, and we would be on our way and be ready for pickup, since just about an hour from Bangor to August, but their next nearest store is Portland.)
Anyway, I politely thanked them for the "false advertising," attempt at what feels like a "bait and switch," took my check back, with the comment, "you will NEVER see me here again!
I decided to go see where my eye doctor's office would recommend, not knowing they can make limited single focus temporaries. Got an excellent price, and I was in/out in about 15-minutes!
I will NEVER go back to LensCrafters! read more