Below is the email I sent to the store manager as constructive criticism. As I never received a response at all after nearly a month, I decided to go against what I said and post a bad review which I hardly ever do. I've posted it here for you all to see. Take from it what you will.
Synopsis:
- Lack of communication in today's digital age is unacceptable, that includes a simple reply apologizing.
- The hard work of the staff is overshadowed by the lack of that communication.
- Be careful when sitting down in this store. ;)
Hi Natalie,
As the manager of the South Hills Village store, I wanted to give you some feedback on my recent experience there.
First, I wanted you to know that I chose your store based on the Google reviews it has received. I was looking for a basic pair of glasses as my prescription doesn't change much from year to year and while my insurance allows me an allowance for them every year, I hate paying exorbitant amounts of money for frames and lenses.
I'm happy to say that when I came to your store, I was greeted quickly and directed to what I assume are some of the cheapest frames you carry. While they weren't as cheap as I'd hoped, I found one I liked and ordered them. That was October 13th.
I was told the store was going to be remodeled from October 19th through October 24th, but my glasses should be ready by the time the store reopened.
When I hadn't heard anything by the 29th, I called and was told my glasses were at the store but it wouldn't reopen until November 1st. So, I went in on November 2nd to find the store closed with a sign outside stating what I had been told: that it was to open the day before.
On November 5th I was called from the Sewickley store to tell me my glasses were ready for pickup there. When I said I didn't want to pick them up there, I was told I could pick them up at South Hill Village once the store reopened on November 11th. On the 6th, I got a text saying that my glasses were ready for pickup at the South Hills Village Store. When I called the number provided, the voicemail said the store was closed with no other information.
Thankfully, when I went on the 12th the store was opened and the glasses were there. When I sat down to try them on, the chair I sat in wobbled like it hadn't been put together very well. When I said something about it, instead of offering another chair, I was told "yeah, we're a little wobbly here."
I realize most likely much of this is not your fault but some of it could definitely be addressed and shouldn't have happened. For instance: when the store reopening was delayed TWICE, someone should have called BOTH times and let me know as I was waiting to pick up my glasses. Also, that "wobbly" chair is a liability and I guarantee you it will break under a bit more weight. Finally, someone could have apologized for the extended wait for my glasses but no one did. It's the little things that make the biggest difference.
Lastly, while I was given a case and a rag for my glasses, I was surprised I wasn't given at least a little spray bottle of cleaner which I have always gotten elsewhere. It's a little thing, but it could have made a difference.
Sadly, due to this experience, I won't be a returning customer, nor will I give a good review as I would have with an even slightly better experience. I'll spare you a bad review, but I definitely will be steering my friends and family away from your store, as I expected more than what I received.
I hope you take this feedback as it's intended: as constructive criticism and are a good enough manager to address these issues properly. If you have any further questions about my experience, please email me. I'll be happy to respond but won't return a call.
