After spending considerable time explaining to Russell that I wanted only the base pair of glasses with no additional coatings or upgrades, unlike my previous order, he still ordered the glasses with the exact same Blue IQ Clear coating I specifically declined. This added an additional $225 to my purchase. When I questioned why the total was so high, I was told the cost was for the insurance. After reviewing my receipt at home, I discovered that was not the case. The additional charge was for the Blue IQ Clear coating that I had clearly stated I did not want. This is extremely disappointing. Customers should be able to trust that their requests will be heard and accurately reflected in their order. If there is any uncertainty, the representative should confirm the details rather than make assumptions. Ordering a product that a customer explicitly declined is unacceptable. What makes this even more frustrating is that the Blue IQ Clear coating on my previous pair chipped and peeled, which is the very reason I chose not to purchase it again. Despite explaining that, the same coating was added to my order anyway. I have been a loyal LensCrafters customer for years, but this experience has seriously damaged my trust. I genuinely feel as though money was taken from me for something I specifically refused to purchase. Since the order was just made today, I'm hoping it can be made right. I will likely take my business elsewhere if it's not corrected.
