*please read entire review*
The staff and the doctors and the manager are all great and my prescription is new and it works nicely but something happened today which really did not sit right with me at all. my frames are maybe just over 2 years old so they aren’t new by any means. i get that. now, i understand that certain places have their own policies, i was however, not made aware of this one. so, i guess if any staff breaks your own frames, they can charge you for new ones.
i just went to get my lenses updated, very excited, as i’d enjoyed my experience with this location very much thus far. however, when the (very nice) man was sort of snapping the new lenses into my frames, which is i guess how they do it here, one of the frames simply broke (see picture) and he showed me and i thought.. no way.. surely they have the same frames and they’re not going to charge me for them as i didn’t brake them, right? no.. (well, thankfully they did have my exact frame)
but the man said he would give me a 40% discount for them and at the time i said nothing because to be honest, i am too nice but the fact that they made me pay made me deeply uncomfortable. i understand they were older frames but i did not expect to be paying an additional $80 for something that ultimately wasn’t my fault. i did go back inside and ask for a refund after sitting in my car for a few minutes. he kept telling me it was policy to have the customer pay for new frames as i guess the staff aren’t responsible for braking them if it so happens, it’s the frame’s fault, and the like.. which i’m going to be honest, i don’t really care about that policy, thats almost a lack of human decency and poor business practice in my personal opinion, i really don’t think anyone should have to pay for something that was absolutely not their fault. he did eventually give me the full refund as “an exception” and maybe because i started tearing up a bit (i hate causing commotion anywhere, it gives me so much awful anxiety) but it shouldn’t have been like that to begin with. i don’t even know if i should blame the man, as he was just following policy i guess and he is the general manager but my point still stands that you shouldn’t be paying for a thing you didn’t cause to break in a place of business. (which i should’ve protested in the first place, yes but again please understand even asking for a refund was profoundly uncomfortable for me, i am generally happy with even sub-par service)
also this is not exactly a review about this location in specific, the location is great, more so about their wacky policies in place.
anyway, wonderful experience otherwise. probably won’t show my face in there again though to be honest haha
