After nearly 8 years as a loyal customer, this past visit was enough for me to walk away for good. I arrived on Saturday around 2:25 PM at the Westwood location needing a replacement for glasses I originally purchased here and was immediately told they were closing at 3 PM—no offer to help. I browsed on my own while staff sat in the back. It took my husband stepping in, pointing out that I’m 9 months pregnant and short on time, for anyone to finally assist me. Even then, the service felt rushed and dismissive. After choosing a pair, I was told to call back with insurance information because they didn’t have time to handle it. The breaking point was when I asked the optician to tighten the arm on my prescription sunglasses—also purchased here. She refused, saying she had to leave and could do it next time, then walked out at 2:59 PM. This is a fix that takes seconds. This wasn’t just poor service—it was a complete lack of basic customer care and respect for a long-time customer. I left frustrated and disappointed, and I will not be returning. I then went to James Tracey Eye Care in Wyckoff and experienced the exact opposite: attentive service, better selection, immediate help, and quick turnaround. James Tracey Eye Care in Wyckoff had tremendous customer service and will now get me, my family and friends business going forward.
