I have been a loyal customer here for years and always trusted them with my glasses, which is why this experience was so disappointing. My most recent pair scratched extremely easily and did not resist smudging at all. I paid for scratch-resistant, smudge-resistant, and blue-light-resistant lenses - the same upgrades I’ve purchased before ,yet the quality was noticeably worse. After months of trying to tolerate them, I finally called to ask about the issue and was told they had switched lens companies around the time my glasses were made and that the new lenses are lower quality. I felt this was unfair since I paid the same price I always have for premium lenses. When I asked if they could remake my lenses through the previous company that provided the higher quality, I was told no. I was informed that if I wanted the issue fixed, I would have to pay for an entirely new pair. After going back and forth, I ended up paying full price again just to have my glasses remade through the previous lab. Throughout this process, the front desk staff member was dismissive, rude, and showed no concern for resolving the situation or keeping a long-time customer satisfied. I have always liked the eye doctor- he is amazing and so kind , but the poor product quality and unhelpful customer service from the older front desk lady have completely changed my experience. After many years of loyalty, I will be taking my business elsewhere. Edit - i’m changing my review from a one star to a 4 star. Someone from the office called and apologized and made everything correct the best way she could. It was amazing to feel like someone actually cared ! still really disappointed in the receptionist but other than that I feel like they did everything they could to make it right!
