I give 5 stars to the service Belle has provided. She is attentive, extremely helpful and patient. Every interaction with her has been thoughtful and personalized.
My 3-star overall rating reflects a more recent experience while Belle was away.
During this transaction, I purchased 3 pairs of glasses. I fully understood one pair would take longer to arrive. I called ahead to check whether the other 2 pairs were ready. Initially I was told no, and then I was told yes.
When I arrived to pick them up, I spent between 5-10 minutes looking around the store. During that time the manager, Kim, never acknowledged me or the person who was with me. We eventually approached her and I told her I was there to pick up my glasses.
The optician was busy and after a wait, Kim stepped in to help. Unfortunately, the experience felt very transactional and not service-oriented. There was no discussion about fit, comfort or the new prescription. The glasses were placed in bags and she didn’t even add any basic finishing touches like lens cleaner or a final check in.
Asking how the glasses fit or whether I was happy with them should not feel like an extra service.
Based on this experience alone, I would be very hesitant to purchase additional pairs or pick up my pairs if Belle is not working.
