The actual exam was absolutely wonderful. Even the ordering process was relatively smooth. I was asked if I wanted to expedite my order which was a slight up charge, and I agreed. 3-4 days, then 3-7 and worse case it might be 10 days, but that was rare. Which was perfect as I was attending a class and needed them also, I was only there for a short time, and if adjustments needed to be made, they ha
So, at the 3 days, I stopped in hoping but not expecting my glasses. I was told that for sure they'd be ready the next day. This went on for 2 weeks at which point, I simply requested a refund. I knew that I'd need an adjustment time for my glasses and if there were any issues time would be extremely limited to correct.
I was told that there were issues with the lab, but my temp lenses should be good for now... when I said that I didn't have temp lenses, they said that they'd go to the lab and give me those so that j could adjust and new lenses were currently being restarted and should be ready in 3 days.
The non perfect lenses were helpful, but I definitely could see the inclusions. They offered a 2nd pair of glasses as a make up for the troubles. Flash forward a whole week, and the lenses were finally ready. I was also told that my lenses could not be made in 3 days, and I should've never been made that promise. At this point the lab was on lenses # 4 due to errors on processes or so I was told.
At this point I just requested a partial refund as there for sure had no time to do a 2nd pair of lenses. That was refused. Then I just asked for a 2nd pair of what I already had. Oh boy that's when the games began. I was told that technically as I wasn't charged to fee to expedite my order, I wasn't owed anything even though by her own calculations, I was passed the promised and extended timeline. After a few moments of continuous berating, I just asked for a refund. The lenses were for sure still slightly off and there was no time to fully adjust and they'd have to mail me whatever as my TDY was near its end.
I was asked why I expected a refund. She wouldn't do that. Again stating that although I thought that I was charged the expedited fee I wasn't, so I wasn't owed anything and the money was already deposited in their bank. She also stated that I could wait in the waiting room until she dealt with all of the other actual customers in the crowded lobby or she could call me back whenever she had time. Frustrated, I left as I was in uniform and in no way spoke in any way to provoke such a response.
I returned about 15 minutes later to a mostly empty lobby and walked to the window handing her the glasses back asking for a refund. Excuse after excuse with her stating that they deal with over 100 customers weekly, why should I expect a call informing me of any issues, they don't have time to deal with things like that. I again requested a refund and was told that she called the owner while I was gone and she said no, I wasn't owed anything. My lenses couldn't be made in 3 days because of the upgrades it just can't be done, and I was owed nothing. Then she stated that while she was wasting time with me she could've already issued the actual customer in the lobby her change. At that time I handed her the glasses and told her to have a very blessed day, and life. I'd just go through my credit card co for a refund. She said that I couldn't do that as I was walking away.
I then got a call that evening stating that she was sorry that I misunderstood her and she was having a rough day. They of course call each customer if there are issues. They were willing to give a 2nd pair of glasses at no charge still. The adjustments to the lenses could be made and given to me immediately. They reviewed the lobby videos and I was promised the timeframe that I'd been stating.
Ultimately, I decided to not go back. I refuse to spend that kind of money paid in full upfront to only later be treated like trash because I was hoping to get what was promised and what I thought I'd paid for. It's such a shame as they really were pretty frames. read more