UPDATE – Response to the Owner: I was in Europe until July 5 and had an eye exam done there. The results were essentially the same as the prescription your office gave me two years ago when I purchased my last pairs of glasses and contact lenses. At the time of purchase, I was told that the lenses had a two-year warranty. I understand that technically the warranty had expired, but it was only by about three months — and I explained that I had been out of the country. In nearly 10 years as your customer, after spending thousands of dollars on more than 10 pairs of glasses, prescription sunglasses, computer glasses, and countless contact lenses, I have never once asked for a discount or made a warranty claim. I have always paid exactly what I was asked to pay. The one time I asked for some consideration, and explained the reason for the short delay, I was simply turned down. What disappointed me even more was the way I was treated. I was the only customer there, so there was no rush, yet the woman assisting me seemed impatient and unwilling to even take the time to consider my situation. I didn’t even feel like explaining that, after all these years and thousands of dollars spent there, this was the first time I had ever asked for anything. By that point, it was clear to me that she had no interest in hearing it. It’s a shame that nearly 10 years of loyalty ended this way. I have been a loyal customer of Vision Source West Sahara for nearly 10 years. During that time, I have purchased well over 10 pairs of glasses, daily contact lenses, prescription sunglasses, computer glasses, and have paid privately for eye exams on several occasions. I have spent thousands of dollars with this practice over the years. Until today, I always had a positive opinion of this office. A couple of years ago, when I purchased my current glasses, I was told that if the lenses became scratched or damaged, they could help me. Recently, while traveling overseas, one of my lenses became scratched. Since I had just returned to Las Vegas, I stopped by expecting that, as a long-time customer, they would at least try to help. Instead, I was immediately told that my warranty had expired about three months ago and that my only option was to replace both lenses for around $200. What disappointed me wasn’t just the policy—it was the complete lack of flexibility or appreciation for a customer who has supported this business for nearly a decade. After years of loyalty, multiple purchases, and never asking for any special favors, I hoped someone would make even a small effort to help or offer a goodwill solution. To make matters worse, after telling me there was nothing they could do, I was immediately asked to schedule my next eye exam. At that point, I simply couldn’t believe it. Customer loyalty should mean something. Unfortunately, today I felt like just another transaction. I’m not asking anyone to ignore company policy, but I do believe great businesses know when it’s worth taking care of a long-time customer. Sadly, after almost 10 years, this experience has convinced me to take my business elsewhere.
