I had my eye exam here and also purchased my glasses from this store. When I bought my glasses, the staff were very friendly and helpful. I was told that the frame warranty would be valid for one year starting from the date I picked up the glasses. Based on that information, I believed I was only slightly outside the warranty period when one of the temples broke a little over a year later. When I first came in to ask about it, I was told that the manager had approved a replacement frame and that I would only need to pay $20. I appreciated that solution and left to think about it before making a decision. However, when I returned about a week later, I had a completely different experience. The employee who assisted me immediately told me that the warranty was calculated from the purchase date, not the pickup date. This directly contradicted what I had previously been told by the store. Not only was the information inconsistent, but there was no effort to explain why the policy had suddenly changed. She also seemed completely uninterested in helping. There was no attempt to review my previous visit, check any notes, or contact the manager. The entire interaction felt like she just wanted to get rid of me as quickly as possible. Only after I repeatedly explained that the manager had already approved the replacement did she say the manager was not there and would call me back the next day around 1 PM. No one called. By 3–4 PM that afternoon, I called the store myself and was told someone would call me back. Once again, no one ever contacted me. What is especially disappointing is how different the customer service felt after the purchase. When I was buying glasses, everyone was friendly and attentive. But when I needed help with an adjustment, a warranty question, or a problem with the frame, the attitude was completely different. It felt like once the sale was made, customer service was no longer a priority. The broken frame itself is not even the main issue. The real problem is the inconsistent information, unfulfilled promises, lack of communication, and complete disregard for a returning customer’s concerns. I would not recommend this store based on my experience. If you do business here, make sure to get everything in writing because the answers you receive may depend on who you talk to.
