I had a very disappointing experience with Quay while purchasing prescription glasses…read more
Initially, my experience was excellent. Linda helped me choose my glasses, took the necessary measurements, and entered my prescription. She was friendly, professional, and made the entire process smooth.
About 2 1/2 weeks later, my glasses arrived. As soon as I put them on, I noticed I couldn't see clearly through the right lens. My vision was blurry, and I immediately knew something wasn't right.
I returned to the store and was helped by Twila. I explained that I couldn't see out of the right lens. She printed my prescription from their system and told me the glasses had been made exactly to the prescription on file. She insisted there was nothing wrong with the glasses and repeatedly told me the problem must be my prescription, recommending that I schedule another appointment with my optometrist.
While looking at the printed prescription of the glasses, I noticed the axis for my right eye was made at 58. I asked why it was 58 when my prescription on their receipt said 57 and whether that difference mattered. Twila told me that a one-degree difference wouldn't matter and again insisted I needed to see my optometrist. I tried explaining that if I rotated the glasses about 90 degrees, my vision became clear, which made me believe the lenses had been made incorrectly. She proceeded to tell me that I need to wear the glasses and get used to them. I mentioned that I did not want to try to get used to them because it hurt my eyes. Instead of listening to what I was describing, I felt like I was repeatedly talked over and dismissed.
After leaving the store, I researched whether even a small change in the axis could affect vision. Everything I found suggested that the axis is very important, so I called the store to ask again. Twila answered and once again told me that the degree difference didn't matter and that I needed to return to my optometrist.
Feeling like I wasn't being heard, I scheduled another eye exam. My optometrist confirmed that my prescription was correct and that the glasses were manufactured incorrectly. The issue wasn't a one-degree difference--it was 100 degrees off on the axis of the right lens. My prescription should have been 157, but it had been entered into Quay's system as 57.
I immediately called the store back, and Linda answered. I explained that my optometrist had confirmed the prescription was correct and that the glasses had been made incorrectly because the axis had been entered as 57 instead of 157. While I was speaking, I could hear Twila in the background saying that she had already told me to go back to my optometrist and that a one-degree difference didn't matter. Hearing those comments while I was trying to explain what had actually happened only reinforced how dismissed I had felt throughout this process.
I was also told that the prescription couldn't have been entered incorrectly because they use an AI system to transfer prescriptions into their database. However, in this case, the AI clearly omitted the leading "1," changing 157 to 57. Regardless of whether the mistake originated with the AI or another part of the process, the prescription should have been verified by an employee before the glasses were ordered.
I understand that mistakes happen. My frustration isn't that an error occurred--it's how my concerns were handled. Rather than investigating the possibility that something had gone wrong with the glasses, I was repeatedly told the problem was my prescription and sent away to spend additional time and money seeing my optometrist again. Had someone simply taken the time to carefully compare the original prescription with what was in the system, this could have been resolved much sooner.
I do want to recognize Linda for how she handled the situation once the error was identified. She sincerely apologized, reordered my glasses with the correct prescription, and carefully double-checked everything. I truly appreciated her professionalism and customer service.
Unfortunately, my interactions with Twila overshadowed the experience. Customers deserve to be listened to, especially when they are clearly explaining that something is wrong. Dismissing concerns without fully investigating them is not acceptable. Because of how I was treated, this experience has left a very negative impression and has made me hesitant to return to this store.
