Today I visited this location to simply replace a lens in my glasses, and it turned into one of the most frustrating customer service experiences I have ever had.
I spent over two hours in the store. The employee assisting me was unable to log into the system for approximately 30 minutes and repeatedly told me the system was down, even though other customers appeared to be shopping and receiving assistance without issues.
The pricing was also extremely confusing. I was initially quoted $369 to replace a single lens, then the price changed multiple times to $289, $250, $135, and finally $175. Each time, the employee seemed certain about the amount, only to change it again later. It felt like no one actually knew what the correct price should be.
I was also told that my insurance was not accepted, but I never received a clear explanation or consistent information. The entire process felt disorganized and unprofessional.
What disappointed me most was the lack of support from management. The manager never stepped in to assist, address the situation, or help resolve the issues. Even after I became visibly upset and eventually decided to leave, there was no effort to make things right. I had to repeatedly ask for help myself.
As a parent with a newborn and a 2-year-old waiting for me at home, I ended up missing dinner with my family because of a visit that should have been simple and straightforward.
Overall, this was a very disappointing experience. Better training, communication, and management involvement would go a long way toward improving customer service at this location.
