My whole family has benefited from excellent and friendly customer service from all the members of…read morethe Oceanside team. Our big thanks to Liz S., Spencer, Adriana, Alina, and Odessa for helping my father navigate his complicated glasses order! I was so grateful for their patient and thorough help last year that I sent an email off to the district manager, which I've included bits of below to help explain the lengths they went to make sure we were satisfied:
[. . .] All of our family members have been serviced by the wonderful Liz S. for many years (5+) and we actually followed her from the Vista branch to Oceanside when she transferred locations. My father especially has a difficult time when he needs to update his prescription, and Liz took on his case with the patience and understanding that everyone wishes their parents could receive in healthcare. My dad can be nervous when it comes to these kinds of errands, and Liz often referred to her own experiences "sitting on the other side of the table" when answering his long list of questions.
I also want to recognize the entire team at the Oceanside location for their dedication to customer service and getting things resolved right, no matter the complexities involved. Liz and Edgar had to put their heads together to help identify an unusual issue that my Dad was experiencing with his initial set of eyeglasses. Liz must have spent over 60 minutes sitting with us, making adjustments, and patiently hearing my Dad describe what was going on with his vision. She never made us feel rushed or too picky, and emphasized the importance of my Dad getting glasses that worked properly for him. Eventually we realized that the glasses needed to be remade and had to be picked up a few weeks later. I called a couple of times in the weeks that passed, and Odessa always picked up the phone with her friendly and helpful attitude. She took down my number to personally follow up a few days later, which I really appreciated.
During our latest visit last week to reevaluate the new lenses, we were finally able to nail down the root of the problem with teamwork from Spencer, Adriana, and Alina. We were so lucky that Spencer was at the store that day. Her sharp eyes and persistence in problem-solving allowed us to finally determine that the unusual thickness of my Dad's lenses, paired with the angle of installation in the frame, was affecting his vision. Again, we were helped for over 60 minutes with the utmost understanding and patience, and Spencer kept on making adjustments until my Dad was completely satisfied. She is really the rockstar you want in your corner when faced with a headache. Adriana and Alina helped input the necessary changes in the computer system to have the glasses remade properly, and we were glad to pay the extra add-on for thinner lenses. Not once were we rushed or dismissed in our concerns, and Alina helped explain the remainder of the process as we concluded our visit. As a daughter, it's a huge relief that I can trust my parents' eye needs will be met by such capable professionals.
From Dr. Nguyen's excellent care in the initial eye exam to the friendly, expert attention of the representatives, the fantastic customer service of the Oceanside team really cannot be understated. I hope you will pass on our compliments to any relevant management involved, and let the team know how very much we appreciate their efforts. They deserve to be appropriately recognized.
