I had a disappointing experience with one of the staff members during the glasses purchasing process. Communication was very poor—she didn’t explain the available options or ask about my preferences, which resulted in me being quoted a much higher price than expected. Fortunately, I trusted my instincts and decided to wait. When I returned later and worked with a different staff member, they were extremely helpful and were able to significantly lower the price. When I picked up my glasses, I found that I couldn’t see properly out of them. Unfortunately, I was assisted by the same staff member again. When I asked a simple question about whether my eyes might need time to adjust, she didn’t investigate or address my concern. Instead, she pulled up outdated information and became argumentative. I had to repeatedly adjust how I communicated just to try to be understood, but she seemed more focused on insisting I was wrong than actually listening. She continued repeating the same incorrect explanations and would not acknowledge my concerns, even when I clarified that I understood her point but that it didn’t apply to my situation. Ultimately, I had to come up with my own solution and left feeling frustrated. On a later visit, while being helped by another employee, this same staff member made loud comments toward me across the store, which made me feel uncomfortable. Because of these experiences, I don’t plan to return. It’s unfortunate, because the medical side of the office was excellent, but the lack of transparency, professionalism, and customer care during the purchasing process was very disappointing.
