I’m giving 4 stars solely because of Miriam and her exceptional level of customer service—otherwise, this would have been a 1-star experience. I initially had to return my glasses because the prescription wasn’t strong enough. When I called, I was told I could come back for a recheck, which I appreciated. After the re-exam, my prescription was adjusted, and I was told the new glasses would be ready in 7–10 business days. That part of the experience was great and would have earned 5 stars. However, I never received a call when they were ready. When I followed up, I was told they had been in and that no one had notified me—an oversight, but not a dealbreaker. The real issue came when I went in to pick them up. Hailey was assisting another customer but asked what I needed. After I gave my name, she handed me my glasses without any further interaction. The lack of engagement felt dismissive. I left, went to my car, and realized the glasses were extremely loose—so much so that they could fit over another pair. I returned, and after a wait, she began adjusting them but ended up breaking the frames. She replaced them with try-on frames from the display, which was frustrating and disappointing. At that point, I left. I came back later to explain that I didn’t feel it was acceptable to receive display frames or be treated that way. The next day, I called and spoke with Miriam, the manager. Miriam completely turned the experience around. She was attentive, empathetic, and committed to making things right. She carefully reassessed my measurements, made further adjustments to my prescription, and temporarily adjusted my current frames for comfort. She stayed in touch with me throughout the process and ensured everything was correct before ordering replacements. When my new glasses arrived, they were already properly fitted to my face. As long as Miriam is there, I will continue to return. Her professionalism and genuine care made all the difference.
