I’ve never written a review like this before, but my experience at the LensCrafters inside Macy’s at Columbia Mall genuinely broke my trust in the brand. Yesterday, I was told I was 20 minutes late, so I thought, “Alright, I’ll just make sure I’m earlier next time.” I drove an hour straight from work today to get there on time, walked in just before that 20-minute mark, and was told the cutoff was actually 10 minutes. No reminder, no warning, and no compassion. Just a cold, matter-of-fact tone that left me stunned.
When I tried to explain, the optometrist passed by, made brief eye contact, and kept walking. There was no warmth, no apology, not even acknowledgment. After spending my time, gas, and energy to get there, I was treated like I didn’t matter. That moment stuck with me more than I expected. I felt small, dismissed, and invisible. Like my effort meant nothing.
This wasn’t just bad communication. It was a complete lack of basic empathy. I could have understood if the policy had been clearly communicated or if someone had shown even a hint of kindness. Instead, I left feeling dehumanized. I will never return to this location again, and I sincerely hope management looks at how their policies and tone are impacting real people who are simply trying to take care of their health.
