Please read to be informed: I normally only post positive reviews, but the interaction at this location warrants a very bad review, at least regarding the sales side making the glasses. I took my mother to pick up her ordered glasses today. My mother was provided a printed quote and was told to pay half before and half on pick up, so about $125 each time being about $250 total. She called in to pay half and was told the price was the same as the printed quote received directly by this office 3 days prior. Upon pick up to pay the remaining half $125, my mother was informed the price was much higher than what she thought she was going to pay, closer to $200 still owed. We showed the printed quote, which detailed and itemized the total cost, insurance coverage per item, and patient cost per item. However, they stated, in summary, that the insurance did not cover it all for what was on the initial quote. So we had to either pay the higher price, or we could cancel with a 30% stocking fee. My mother was never informed of any price change and was ensured during the first payment call in that the price was the same as the original quote. Upon speaking to the manager, after waiting 30 minutes, instead of an insurance adjustment issue, apparently, according to the manager, 2 additional services/product specs were added in which my mother never agreed to. They printed a new quote that had these new numbers. So now, instead of insurance at issue, it was some surprise service/product charge that was never communicated or agreed to. You can also tell the team at this location was getting flustered and towards being upset as the conversation moved behind closed doors. After some debate, the manager said they may send the product back to be remade without those added products, which of course would take weeks. But at this point, trust is lost with this facility and we wanted a refund. Seemingly reluctantly, they did issue a full refund and we were on our way. At the end of the day, it appears either they wrongly upcharged my mother and or did not communicate any price increase for approval. They also did not honor the original price despite having printed proof with their employee's written information on it. Maybe this was an error on their end with a new employee mistake, but that is in no way our fault as we did exactly as previously instructed. Perhaps this is an isolated incident, but who knows if this regularly happens to other customers. But, based on our interactions this day, I do not recommend this location at all to anyone. read more
