I had a very disappointing experience with an employee named Matt. From the beginning of our interaction, he avoided eye contact and remained focused on his iPad, which came across as unprofessional and dismissive. I clearly explained that my glasses had broken, I had contact lenses arriving soon, and I only needed the least expensive pair of glasses to get me through a day or two. Despite repeatedly stating that I was looking for a temporary, low-cost solution, Matt continued trying to steer me toward more expensive options. When I emphasized that I wanted the cheapest option available, he responded by saying, “If you’re too broke, then it is what it is.” This was extremely condescending and inappropriate. Cost was not the issue—I simply wanted a temporary solution that met my stated needs. To make matters worse, after discussing options, he informed me that the glasses would take one to two weeks to arrive, despite me having explained from the start that I needed something the same day. Had he communicated that immediately, it would have saved us both time. He also claimed that most places do not offer same-day glasses, which is inaccurate, as several businesses in the area do. This experience reflected poor customer service, a lack of listening skills, and an unnecessary focus on upselling instead of addressing the customer’s needs. Employees should be trained to communicate respectfully, listen carefully, and provide solutions that align with what customers are actually requesting.
