For my birthday, I was gifted the Ray Ban Meta frames. The only problem with them is that they are sunglasses, I preferred a more feminine frame shape and clear lenses…. and I had just received the gift two days before my 30 day “happiness guarantee”. So, I went to the LensCrafters at old orchard to exchange the brand new frames. I was told that the frames I wanted were not in stock and needed to be ordered. My frames were purchased in a different city in Illinois, so I was told by the associate Sandra that they were unable to approve the exchange without a managers approval. The associate tried numerous times to get in touch with the supervisor but got no response. I was asked to provide my contact information so they could follow up around 1pm when the supervisor was expected to be in the store. I never received the call at the time mentioned so I followed up to ensure my question was answered before close, I knew I was on a time crunch. When I called back the associate was still unable to provide answers and said they would follow up. Finally, I received the call and was told that the supervisor approved the exchange and I could come in to complete the process. I made another trip to the store and the exchange was processed, including a small refund since the frames that I wanted were a bit cheaper. I was provided a receipt and told that the frames were ordered but could take 2 weeks to arrive. I was fine with that because those were the frames I really wanted. I was given the option to keep the frames thay I had until the new ones arrived. That was weird to me but I figured I would hold on to them until the new ones arrived. About 7 days later, I got a phone call that my frames were ready for pick up. I was super excited because it did not take the two weeks that I was expecting. When I arrived to the store for a second time, I was given an open box of meta frames with a label that read green lenses. Another red flag. I refused to exchange my frames and asked that I be provided the requested frames in an unopened box. The same associate agreed that the boxes usually are not opened and should only be done by customers during pick up. The associate once again mentioned ordering the frames requested. There was a point during the conversation when I walked away from the counter, leaving my original frames near the register. When the associate and I walked back to the counter my frames were missing. My heart dropped thinking someone stole them. The associate asked if I came in with the frames and I confidently told her yes. The associate did not know what she did with them and pulled out the camera to look back at the transaction and to see if I actually brought them in the store. After reviewing the camera recording together, you could clearly see me pull my frames out the bag and the associate place them in the closet next to the counter. The associate returned my original frames and assured that the frames that I requested were ordered and they would call me once received. Today, 17 days after my first visit to the store, I received a call from the supervisor of the old orchard location. Again excited hoping that this was the “your frames are ready for pick up” call. Instead I was told that I would not be able to get my frames and that I would need to contact the store where the purchase was made because It was past the exchange date and the frames were on back order. On top of that I was told that I would need to pay the store the money back that was processed as a partial refund because they should not have done that. I told the supervisor that the exchange was already processed and I would wait. The supervisor said I could call customer service. This will need to be resolved properly and I will not be stopped until someone in corporate reviews the way this store is doing business. I have my receipts for the original purchase, exchange tap post tap post and partial refund, and bank statements as well as, voicemails. I will be going to the store tomorrow and making a few calls…To be continued tap post.t
