I’m very disappointed with the lack of follow-up and professionalism from this business. I was notified in around after mid-November that my glasses were ready, but due to holiday travel and work, I didn’t pick them up until early January. When I picked them up, the associate told me I could still exchange them within 30 days if they didn’t work out. After wearing them for a few days, the frames were clearly not fitting properly. They constantly touched my cheeks and shifted whenever I talked, making them very uncomfortable. I went back to request an exchange, and the manager allowed me to pick a different pair but said they needed corporate approval because the exchange crossed into the new year. I was told it could take a couple of weeks. Since then, I have called multiple times over more than two months asking for updates. Each time I was given a different explanation — backlog, processing delays, the manager being busy, or the manager being sick. I was also told several times that someone would call me back, but no one ever did. At this point, I’m left with over $800 pair of glasses I can’t wear comfortably and still no resolution. I understand delays can happen, but the complete lack of communication and follow-through is unacceptable. Customer service shouldn’t end once the payment is made. I hope the business takes this feedback seriously and improves how they handle customer issues after a purchase.
