First, let me say I liked the front office staff. They were always very helpful and kind. Second, I've been wearing prescription eyeglasses for over 40 years. Third, in December last year I had my exam and purchased my glasses from them on January 6, 2025. One day, after a few months of wearing them I was sitting down and talking to a friend. All of a sudden there was a popping sound. Come to find out it was my frames breaking around the lens. Just sitting there and they broke. Crazy. They replaced them for no fee. Great! The second time (September), yep it happened again, I was cleaning the lenses (yes, carefully as always) and 'pop'. They broke again. The frames were replaced the first time, not repaired. This time, they charged me $90. I should have refused but... About a week ago, I was sitting with my husband and 'pop' again. Well, we have moved out of state so I had to call them this time. I ended up having to text them because they weren't available to take my call. Here's exactly what they replied: Hello Mrs. Merritt, I spoke with the office manager, and we are able to ship out another frame to you. The replacement frame would be offered at half price, and shipping and handling would apply. Also, as a courtesy, we will provide another frame free of charge. The regular price of the frame is $180, but again for you it is half off, so it will be $90. There are shipping options for standard: $10, express: $25, and expedited: $30. I replied: Call me please. I spoke to someone in the office to express my strong dissatisfaction with this. I am not paying anything. She had to put me on hold to speak to the doctor (who apparently wouldn't get on the phone with me themselves) to tell them what I said. She came back and said that's their policy. I told her I am not spending anymore money with them and I am very shocked they even offer such bad frames in their store. Good bye.
