Here is my experience. I went in to purchase designer frames to have my lenes put in that were previously in frames that broke. The only option as it was presented to me was to get rimless frames. I used my Care Credit account to purchase frames that retailed for $800 which was very overpriced as I found the same frames online for $362. It was right before Thanksgiving and I was going out of town, so I decided to bite the bullet and purchase these frames with the care credit no interest for 12 months. I justified this because time equals money, and I had no time to wait for an internet order.
That afternoon when I returned to pick them up, I was told that they need my mother to be present because she and I both have CareCredit accounts and share the same last name. It just so happened i had her card instead of mine with me. I encouraged them to confirm my account with care credit and showed them a pic of the credit card on my phone as i keep most copies of ancillary credit cards that I normally do not carry with me in a file on my phone.
Anyway, they refused to do anything without my mother's presence which was not possible as she was also traveling for the holiday.
So, I just waited until after the holiday and was going to order the frames online and just have them put the lens' in for me as they were already at the store.
So, when I did go in to get the style number and coordinate payment I was given my lens back and told to walk and that they would not be doing business with me. Now for the GOOD PART!!!!!
The same day i was essentially kicked out of the store I found out that my CareCredit account was charged $1200 6 weeks ago.
I then went back to the store to inquire about the charge and propose we proceed with the original plan to get the glasses because I was already charged, and no other person needed to be present when making the purchase.
This was all confirmed with CareCredit while at the store. That is why the charge went through in the first place because it was billed to me.
So, the store got $1200 for a sale that was not completed and when confronted with the fact that I was correct they told me that they would get my glasses only if I paid them directly. I said that you already got paid and their excuse was the sale would eventually fall of my statement.
While the manager was in the back trying to figure what was going on I was on the phone with the credit company that assured me the vendor was paid and no purchase would fall off the statement because it was a completed sale. They said the only way the sale can be reversed is if it was initiated by the store. Sure, enough the same day a return was issued by them.
The owner needs to know that 6 weeks prior the business was paid $1200 for a sale that was not completed. I don't think the manager that made the decision to return $1200 owns this store because she just gave back $1200 for something she could have resolved by just filling the order after being paid. I was ok with that.
The manager, already caught in a lie put their ego ahead of the business and customer and gave up $1200 of revenue to save face. After all of this I still gave them an opportunity to deliver the glasses but because of the management at this place they lost a $1200 sale that was already in the bank.
Now if it were my business I don't know if I would be confident in the people that I have working for me if they are making decisions like this. It leads me to believe that situations like this happen regularly and are costing the business money. In this case $1200 in other cases, we can guess as to how much is being lost because of mismanaging customer service and financial decisions.
I would call into question the managers training and business Accumen.
So, to summarize the people associated with this location are not truthful, arrogant, petty and not customer service oriented.
BTW I went to Lenscrafters and was able to make a purchase for $700. was in and out the store in 30 mins
