For a few years, I have always taken my personal glasses to Phoenix for frame adjustments and or custom lenses. In those times, I felt I was always treated respectfully without any sense of "weirdness" for not spending hundreds and hundreds of dollars on their custom or used-Ebay-found, 400.00 dollar frames.
As a person who seeks the internet for high-quality, custom or hand-made frames (Oliver Goldsmith, Valley, Dita, etc.) I have my personal tastes in selections so I tend to not make exclusive purchases for frames at Phoenix. While in the past, I always felt service was fine, recently, I have come to the conclusion that it is in my best interest to NEVER return to Phoenix for services, again.
On two separate occasions, I took brand new (1-2 days old) hand-made sunglasses to Phoenix with the intentions of simply having the lenses removed (the original lenses are premium Carl Zeiss Cat. 3 lenses), and replaced with custom versions to my liking. (The producer of the sunglasses does not offer replacement lenses). So, on my first occasion in Spring of 2016, I took a pair of brand new glasses to have the lenses removed and replaced.
After deciding on the replacement lenses, I was told I could wait a few hours and they'd be ready for pick-up. Upon returning a few hours later, the replacement lenses were installed but I was told the original lenses were "broken" upon removing. I was very disappointed to say the least. No details were given to me as to how this occurred or that I'd be offered some form of a discount for such an occurrence. Having a simple history with the store, I chose to let it go despite my absolute frustration. I paid my service fees and left, but disappointed and confused about the high-quality original lenses were broken and missing.
Just recently, the same exact issue took place yet again! This time, with a pair of limited edition glasses by the same producer as the first set. I had just received them the day prior and immediately took them to Phoenix. This time, I explained in detail, that they were very limited and were a birthday gift. I simply wanted to have the lenses removed as I was not a fan of the mirrored exterior style. Once I selected replacement lenses, a work-order was produced and I was told I'd have to wait 1 week. I agreed. Todd then took my sunglasses and began to remove the original lenses in preparation for the replacements. A few minutes later, I requested and reminded him that, "This time, please do not damage my lenses. They are rare and custom and I'd like them returned".
Casually, he said, "Oh, they already broke". Naturally, I was again, beyond myself and upset. I honestly, didn't know what to even say or think. How and why are the lenses from a very high quality frame just "breaking" while being removed? Todd is very experienced and I know he knows what he's doing. He "threw them away" he said. He could see how frustrated I was and immediately offered to not charge me for the replacements (50.00). While I appreciate the gesture, this is simply a pacifying method to either his potential ineptness at cautiously handing items, or, that he or the store are keeping the lenses and reselling them or using them for his personal frames. I don't know. But to be told "Sometimes this happens" isn't an excuse for such a high-end, high expectation store.
To have no common-courtesy to pre-explain to me, that there might be potential damage to the lenses while being removed, is outrageous. Not to mention, such an excuse undermines the quality of the frames and lenses and the capabilities of such a high-end optical store's craftsmanship. I truly and wholeheartedly do not believe the lenses were damaged. Why? Todd couldn't produce them when I asked for them. He pretended to look through a waste-basket for them but "couldn't find them". Having this same issue take place once before back in the Spring, I immediately felt I was being lied to and feel that what is really taking place is that they recognize quality lenses / frames (this is their business) and simply and casually recycle lenses and resell / re-purpose them into their used high-priced frames, all for the sake of profit. Either that, or, Todd might need glasses himself when working on other people's items and a little more mannerisms and respect for other people's hard-earned items.
All in all, I wasn't charged for my replacement lenses this time around, I left my frames there so that the custom replacements could be installed. One week later, I called on the pick-up day only to be told they wouldn't be ready for another week. So, I just went over to the store, requested that Todd offer me another option for lenses and had them installed while I waited.
So, I now have two pairs of sunglasses without their original lenses and the lenses (broken or not) were never returned to me as proof that they truly were damaged. Something doesn't add up anymore with this place. read more
