I am writing to express my disappointment with the customer service I received during my visit to The Optical Center today.
A couple of weeks ago, I visited your store and was assisted by Chelsea. That experience was outstanding. She took the time to carefully select several frames for me to try on, made recommendations based on fit, and provided the kind of attentive service every customer hopes to receive. There was also another friendly gentleman at the front desk who, at Chelsea's request, looked up my records from when Jeff Lees owned and managed The Optical Center. I mentioned to Chelsea that I had purchased several pairs of glasses from Jeff years ago when I lived in the Firestone area.
I also explained that I now live in Highlands Ranch, over an hour away, and had driven all the way to Longmont because of the positive experiences I had previously enjoyed at your store. After narrowing my choices to a couple of frames, Chelsea told me she would contact me with the frame details and pricing.
A few days later, Chelsea called me at work and asked whether I could come in that Friday. I explained that I couldn't make it that day but that I would come the following Saturday while the shop was open.
When I arrived today, however, the experience was completely different.
The moment I walked through the door, I was met with one of the coldest receptions I have ever received from a retailer. Chelsea's facial expression and tone were noticeably unwelcoming. Thinking perhaps she didn't recognize me, I greeted her and said, "Hi Chelsea, I'm XXX XXXXX, the gentleman you spoke with on the phone a few days ago who was interested in purchasing the frames you selected for me." Even after introducing myself, her demeanor did not change.
Having driven over an hour to your store, I asked if I could use the restroom. Instead of allowing me to take a few steps through the small office area to the restroom--as I had done in the past when Jeff Lees owned the business--I was instructed to leave the optical center, walk all the way around through the hallway, and enter from another direction because the office area was "for staff only." While I understand businesses have policies, the interaction itself felt unnecessarily cold and unaccommodating.
When I returned from the restroom, the interaction became even more uncomfortable. Without any greeting or welcoming attitude, I was asked, "What do you want? Do you want to see the glasses or what?"
At that point, I was genuinely taken aback. I found myself wondering what had changed since my previous visit. I had come prepared to purchase one or possibly two pairs of glasses, but after being treated in such an unfriendly and dismissive manner, I simply said I would think about it and left.
I work hard for my money, and I choose to spend it with businesses that appreciate their customers. There are many excellent optical shops much closer to my home that provide friendly, respectful service. Unfortunately, because of today's experience, The Optical Center has lost a loyal repeat customer.
Please remove me from your email list, delete my phone number and contact information from your records, and do not contact me in the future.
I wanted to share this feedback because the difference between my first visit and today's visit was so dramatic that I felt management should be aware of it. My hope is that no other customer has an experience similar to mine. read more
