REVIEW: Leawood location, January 2022
Rather than re-type and re-phrase my original feedback I provided to the business, I will share its entirety below in this review:
I just wanted to take a moment to express my sincere appreciation and genuine satisfaction with the exemplary service I received from one of your store's associates.
I have served my community as a law enforcement officer for the last 13 years, and throughout my tenure I've come to deeply value those who embrace and embody the core principles of altruistic customer service. In my profession, I am expected to serve my community to the best of my abilities and with the highest levels of professionalism; where this becomes challenging is many of the problems I encounter and am expected to resolve involve (1) people who are emotionally upset or don't welcome my presence, and (2) situations where, more often than not, I cannot dismiss or leave until it is resolved to a point that the conflict will not escalate once I've removed myself from the problem.
I only mention this to explain why I tend to have fairly high standards for customer service; this isn't to say I expect any "special" treatment, but rather if I am a customer (especially a loyal one), then I expect an associate of a business with whom I am seeking assistance would at least utilize their available resources to help resolve my problem.
I do not often purchase prescription eyeglasses, because I prefer to use contact lenses as my primary form of corrective eyewear; I only have eyeglasses to wear in the evening or as a backup for my contact lenses. Sometime in December 2021, one of the arms on my current eyeglasses had broken. Naturally, I went to the Lawrence location from where I originally purchased the eyeglasses (out of respect, I'll omit the business' name). I was promptly informed by the associate that the eyeglasses I have (Swissflex 2.5) were a brand and line they no longer carried, and they could not help me with the repair. I asked the associate if there was another location in the area which would be able to assist me; the associate wrote "Romanelli Optix" along with the associated phone number and said I could possibly find help there. The associate couldn't be bothered to check; rather, they wrote down the information and casually passed it along to me, easily dismissing it as a problem of their concern (despite there being no other business activity occurring in the establishment at the time).
I called Romanelli Optix (the phone number happened to be the Leawood location). I spoke with David over the telephone; David was warm, receptive, and gave me the general impression that he was genuinely interested in helping resolve my problem, and it would not be a large inconvenience for him to do so. David informed me Romanelli did not currently carry any of the Swissflex line, but he would be able to send it in for repair. David did not mention the cost, and when I explained I lived in Lawrence, he offered the solution for me to mail it to the Leawood location. Despite having no previous customer history with Romanelli Optix, despite having a brand of eyeglasses not currently carried by Romanelli Optix, and despite being approximately 45 miles from his store location (I live in Lawrence), David made me feel like my problem was not difficult to resolve or of any inconvenience to Romanelli Optix to help.
Within a couple of weeks, David notified me by telephone that my eyeglasses were ready, and I drove to the Leawood store location to pay for and collect my repaired eyeglasses. David was as pleasant in-person as he was over the phone. A testament to his selfless character, when I thanked David for everything and asked for his business card, he made sure to refer to himself and his other associate, Mackenzie (I don't know if this is how her name is spelled, I apologize).
I'm not one who often takes the time to praise a person's level of service as a representative of a business; I would posit, however, that this is because (unfortunately) exceptional customer service is simply something not experienced as often in our society, at least not our current social climate. I am unable to comment on the quality of any of your other associates, but I cannot express to you enough that David at your Leawood location is a shining example of superior customer service and an exceptional representative of your business. Take care of David, as it is my personal experience that people of his caliber are very difficult to come by.
I am not often one who purchases eyeglasses, but should I ever decide to purchase a new pair, I will be going out of my way to use Romanelli Optix. Additionally, while I do not live close to any of the store locations, I have friends, family, and other acquaintances, any of whom I would not hesitate to recommend your business for their prescription eyewear needs. I would like to thank David again one more time for his outstanding customer service. read more
