I recently switched over from Americas best and visited the forum location. Upon arrival to my initial appointment, the team was great. I think her name was Victoria, but I can’t remember.
My appointment ran a little late which is typical, and the machines were a little wobbly- but it was no big deal.
Two week later, I went to pick up my glasses. I walked in three minutes before 9AM, after waiting for 30 minutes in the parking lot for them to open. I was on my way to work and figured, “I’d love to have my new glasses before I get my day started”. I walked in, the door was unlocked and was not greeted very nicely at all. I was told they would not assist me until 9. I mentioned it was just a couple minutes from that moment, and the associate refused to help. Before I walked out of the office to sit in my truck to wait just a few minutes, I asked her if I could use the restroom really quick. She did not want to let me go back. Her response is what disappointed me, “we open at nine, but I guess.”
I’m in the world of Construction for a living, and I totally understand. People have bad days. But the response, unprofessionalism, rude tone, and rude body language really took me for a loop on this one.
After that encounter, I told her not to worry about it and I’d go sit in my truck and wait for a few more minutes. When I went back into the office, I was greeted by another associate who was very kind and apologized for what had just happened.
Apparently, the associate having a rough day was not from the forum location, she was actually from the Wincrest area. Her name was Christine, and I’d really like to just point that out.
I chose this company over a competitor, and I understand that may not be a big deal. Bad days are part of life, But I am also in the world of customer service and taking care of people, and I could never imagine treating my customers in the manner that Christina did.
What was even more mind blowing to me is the fact that I was just picking up a prescription and all it entailed was pulling my case out of the box and handing it to me. There is no paperwork, no computer work, nothing so inconvenient that needed to be done to cause Any of this negative experience from the beginning.
Fortunately, I will be back in the future because I do love my glasses. And the first round of associates were extremely Accommodating and kind. But I do think that the lack of customer service during my visit this morning should be taken into account in addressed.
And Christina, if you read this, I hope you have a better day today.
