If you want a place with great customer service, go elsewhere. If you want awful customer service and then by all means visit this disaster of an office. If I could give negative stars for this review I would, but instead I will give the highlights:
- My sister and I stopped by this place the week before Christmas because we both needed glasses. My sister lives a few miles away and I live 70 miles round trip BUT, as I had found a frame I liked and figured it would only be one more trip I went ahead with the process.
- After picking my frames I also selected from options presented to me; scratch protection, anti-glare and transition from light to dark.
- My sister and I picked up our glasses at the same time we noticed immediately that my sister's were not well made. Since I had only had a prescription filled (unlike my sister who had the whole eye exam prior to picking frames) a lot of time was spent figuring out what was wrong with her glasses and mine were only adjusted to my face.
- When I got home I realized that MY glasses were also badly made. When looking straight at the glasses you could see the rough edges of the lenses inside. It's OK if you can see that from the back - but from the front - which is where people would be looking at me - it was unacceptable. I've worn glasses since I was six years old, that's not how glasses are made. When I called to explain the issue, I was told to provide photos. I emailed the photos and they called me back to say that the reason I had those rough, unfinished edges was because I hadn't asked for the edges to be polished. I pointed out that "polishing the edges" wasn't one of the options presented to me and that I have never seen glasses where you could see the edges of lenses (as though they didn't quite fit into the frame).
- I was told they there would be an $18 charge to "polish" the edges but the glasses would have to go back to the lab where the lenses were made. I explained again that I lived 35 miles one way so I arranged for my sister to drop off the glasses so I wouldn't have to make the 70 mile round trip to fix an error that was not my fault.
- Then Dr. Weston called me to say that they had decided not to charge me the $18 as a courtesy.
- About a week after my sister dropped off the glasses I got a phone call telling me that my frames had been broken by the lab and as that was the last pair (suddenly they were discontinued), I now had to go back and select another pair or buy frames elsewhere and take them in so that they could put in the lenses. I asked why they didn't just refund me my money given that my experience had been less than great and they said that the lenses had already been made and I had no choice. I explained AGAIN that I do not live in the area but that did not matter.
- I went back another week later and selected another frame (though not a designer frame, they just happened to be exactly the same price as the designer pair so, no, I would not be getting any money back.)
- They promised to mail the new glasses to me so that I wouldn't have to drive there and back again.
- A week later I received a voice mail saying they were unable to ship my glasses and I would have to come in to pick them up. When I called back the girl that had left the voicemail wasn't in so I spoke with another girl and pressed her about why they couldn't ship my glasses (given that you can ship just about anything through USPS). After a lot of back and forth she finally admitted that it was because I had not paid to have them shipped to my home.
I don't blame the employees there, I blame Dr. Erin Weston - everyone there works under her direction so if there is lousy customer service, it's because Erin Weston is very comfortable providing inferior service.
The footnote to this is that there is a constant smudge on the lenses of my new glasses. I haven't bothered to take them in because I will not get one little bit of help or satisfaction from WE ARE EYES.
This is a horrible place; I'd rather fly to another state for new glasses than deal with this sub-standard quality and abysmal service again. Or, I'll go back to Costco where I have never had one problem. Ever. read more