⭐ Absolutely Horrible Customer Service – Think Twice Before Using This Business
I am extremely disappointed with my experience at Optical Eyeworks and feel other customers should know how my situation was handled.
In June, I brought my son to Optical Eyeworks for an eye exam and to have prescription lenses made for his brand-new Ray-Ban Meta glasses. When I placed the order, I specifically told the employee assisting me that I needed the original Ray-Ban lenses that came with the glasses returned to me because I intended to use them in another pair. I was assured that this would not be a problem and that the lenses belonged to us.
Fast-forward 6–8 weeks and I had still received no call or notification that the glasses were ready. I eventually called the office myself and was told they were ready for pickup. My son picked them up after school, but when he came home, I realized the original Ray-Ban lenses had not been returned.
I immediately contacted the office and was told that the doctor said they had been thrown away because they weren't requested again when the glasses were picked up.
Let that sink in: I had specifically requested the lenses when I placed the original order, was told they would be returned, and the business then discarded them without my permission.
I asked to speak with the doctor about the situation. Instead of allowing me to explain, he repeatedly interrupted me and spoke over me to the point that he eventually hung up on me. I called back and asked that we have a respectful conversation where I could explain my concerns and then allow him to respond.
When I explained that these were the original Ray-Ban lenses and could not simply be replaced with generic lenses, his response was essentially, “How many times am I going to tell you we threw them in the trash.” He then responded with “WOW, so expensive” and joked about the lenses being worthless.
Whether he personally considers them “worthless” is completely irrelevant. They were my property. I specifically asked for them to be returned, and they were discarded by the business without my authorization.
I then asked how they intended to replace the original Ray-Ban lenses. I was told to “bring a receipt.”
The problem? I contacted Ray-Ban, and they confirmed that the original Ray-Ban lenses are not sold separately. To obtain another set of those original lenses, I would have to purchase an entirely new pair of glasses.
So because Optical Eyeworks carelessly discarded property that belonged to me, I am now potentially expected to purchase an entirely new pair of Ray-Ban Meta glasses to replace something I already owned.
The entire experience has been unacceptable — from the lack of communication, to the mishandling and disposal of my property, to the dismissive attitude and extremely unprofessional way my concerns were handled by the doctor.
This is not how customers should be treated.
I would strongly encourage anyone considering using this business to think twice and ask questions about how they handle customers' original lenses and personal property before leaving anything with them.
I expected professionalism and basic accountability. Unfortunately, that is not what I received from Optical Eyeworks.
