Hi. I have been to Cohens a couple times. I brought glasses from them during the time. I wanted to buy another pair upon receiving my annual perscription evaluation. However I was told my insurance did'nt completely cover glasses every year but for once every 2 years. My glasses recently broke and I need a filler as of now between the year I have to wait to get a new pair of glasses. My insurance already paid for this year's perscription for myself and children. We all went for the second year to Cohens already bringing business to them. Now when I called and explained this problem to Liz, she refused to give me the information including your PD which is all part of your medical history and are entitled to receive ( It is your right! ) The crazy thing is that we had originally intented to still go there (my fanily and I) for the following years annuals. As I told her I would have loved to buy glasses their but my perscription is over $500 on lens alone not including the frames and my insurance only covers every this two years. So I would have still have had to come to Cohens the next year when eligible for the new pair in, addition to annually for perscriptions for everyone. But now because you got greedy when I needed your assitance to my own info we will more than likely be finding a new doctor and annual checkups with someone else. Its like wow, you had our business for the life of your existence as long as we lived here. But because of your greed and lack of understanding you lost our business over refusal of a PD which is considered part of our medical history and previous purchase even if it is not included for your store you did one for us ( a simple requesting of that medical history should have been given freely also as a paying customer.) Last year my whole family brought glasses from you as well. Sickening the greed now a days. I would have loved to still get a pair of glasses and was still planning to in a few more months when my insurance allowed but I was in need now and needed a pair currently until then, the more glasses the better to have back ups. You should reconsider your way of handling lifetime customers.
I will be contacting DCP and Filing a complaint with Connecticut's Department of Consumer Protection (DCP) since the refusal and you may have lost my business.
Feedback:
Also, I understand that some companies may try to withheld PD's so people can get glasses from the specific store. If they brought glasses their before if should be given. Note: However if people cant afford it at your store they cant afford it, there is nothing you can do about that but sales and the store experience. That sales tactic is not such a good one. Because people will find a way and with all this new technology and apps they can get around what you withheld if they have to. People value more of an experience. Since the world is saturated with glasses options. To stand out let your customer service and store experience keep your customers. Great customer service is and has become rare, and people still value the in store personal expereince as well. Your doctor is a great man with a great personality, funny, down to earth and knowledgeable! Staff needs to listen better and be more open to customer needs to better customize the experience to have loyal customers. That is what builds loyalty within the customer, them knowing they will be taken care of personally but professionally understanding their needs, empathizing and moving forward with care in that regard. I know you can do better. Try it.
