My mother-in-law visited Alderwood Optical to get an eye exam and have new prescription lenses fitted into a brand-new, unused frame that she brought from home. The moment she told the middle-aged woman at the front desk that she would not be purchasing a new frame from their store, the woman's attitude became completely rude, hostile, and dismissive.
She shoved a stack of paperwork in front of my mother-in-law to sign in order to proceed with the lens order. At no point did she verbally mention or explain that a damage waiver was buried inside that stack of papers. They told her they would contact her via phone, text, or email when the glasses were ready.
She heard absolutely nothing from them for TWO MONTHS. No phone call, no text, no email. Out of concern over the extreme delay, my daughter finally called them to check on the status. It was only during this phone call that they casually informed us they had broken the side of my mother-in-law's brand-new frame—and then claimed they weren't responsible for replacing it because of the waiver they sneakily slipped into the paperwork without her knowledge.
They treated an elderly customer poorly just because she didn't spend extra money on their frames, destroyed her brand-new property, hid the damage from us for two months, and are now hiding behind a waiver they never disclosed. Completely unprofessional, dishonest, and unacceptable business practices.
Please do yourself a favor and avoid this store entirely for your vision needs. Take your business to a clinic that actually respects its customers and takes responsibility for its actions.
