I usually don’t write reviews, but I wanted to share my recent experience at this optical store. I came here because of the high Google ratings and because they carry a frame brand I really like. Even though the store didn’t have many options from this brand, I found a specific model I loved. Since the frame was not available anywhere in the U.S., the staff helped me place a special order from Germany in October, and I was told it would arrive in early December. I completely understood the wait and appreciated their help. A couple of weeks later, in mid-November, the brand representative visited the store. Unfortunately, they didn’t bring the model I wanted to try, but again I understood—shipping from Europe takes time, especially before Thanksgiving. So I placed all my hope on the December arrival. Yesterday, I was excited to receive a call that the frame had arrived, and I was booked for a 9 a.m. appointment today. After waiting for about a month and a half, I showed up full of anticipation—only to open the box and realize it was the wrong model. While mistakes happen, what truly disappointed me was the interaction with one of the male staff members. He told me that if I wanted to reorder the correct frame, it would take another 3–4 weeks. I explained that the brand representative had shown me the original order, and it was definitely the correct model. So I asked if he could please double-check whether my actual frame had shipped. Thankfully, after checking, he confirmed that the correct frame had not arrived yet and that the one they called me in for was not meant for me. However, during the whole conversation, he never apologized for calling me in for the wrong frame. When I asked if he could help confirm the model I wanted to order, he responded with, “I order this frame brand so many times. I already know what you need. Is there anything else I can help with?” The tone felt dismissive, almost as if I was causing trouble for asking reasonable questions after waiting so long. Most reviews say this store provides excellent customer service, and that was one of the reasons I chose to come here. I guess I was just the unlucky one this time. I truly hope my experience was an exception, but I still wanted to share it so others know what to expect.
