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| - Going to extreme to screw customers. I witnessed the whole episode, the following sounds like a story but is unfortunately real. Beware!
I want to thank Christal M at Pearle Vision Legacy Village store, for the exciting experience with armed police, just by being a Pearle Vision customer.
I had a pair of glasses with noses broken but still wearable. I wanted to save the lenses for a new frame since they are "high-index" lenses with anti-reflective coating, and wears perfectly. Christal took my lenses to the backroom for fitting and came back with them broken. Ouch. But she said Pearle Vision will provide replacement lenses for free, so I thought I just need to tough it out for a few days without glasses.
My original lenses have a strength of 375/425, I had an older prescription with a strength of 400/450. So I went to get an eye exam which confirms my prescription is 375/425. When I returned, things started to get weird. Christal insisted that she can only provide replacement for the older 400/450 prescription. If I wanted to have 375/425 which is the glasses I wear that got broken, I will have to pay for it. Let's see, you break something, you replace with equivalent. Tough concept? Probably not. Not so willing to replace what's broken, probably yes.
What was going to be a quick Saturday morning stopover, quickly turned into hours. Blame the unreasonable customer, for wanting to wear glasses that match eye sight. Christal, being the amazing lady she is, finally said "yes". She is going to do a "once time exception", and the replacement lenses will be thin and of equivalent quality with anti-reflective coatings etc. Ok, we got an agreement. How about a print out? No. She said she is too busy to finish entering the order in the "system", will provide a print out "later". Is Christal too dumb to hit the print button? No, she is just being "smart" about it. The customer is the dumb one here.
During the week without glasses, I kind of had a weird feeling. But then I kept telling myself, no, that can't be. I have the Pearle Vision Promise, those shiny words on the wall, I am a customer. I will be ok, right?
When I returned a week later to try on new glasses, the strength and quality did not feel right. I saw paperwork in the box which showed 1) the strength was ordered at 400/450 against the agreement and not matching those broken; 2) the lenses were "Single Vision Polycarbonate Clear", thick and curved, no coating at all. So what happened to our agreement, Christal? She immediately went into mode, "if you don't like it, go elsewhere" mode, as if she has no recollection of events prior. How about just provide paperwork that describes the replacement you ordered? She kindly went nuts at that point.
The climax of this drama came, when I didn't want to leave the store without the paperwork. Christal M called police to force us to leave. Yes, it really happened, in the upscale Legacy Village shopping center, several police cars arrived at Pearle Vision store with sirens sounding, it was quite a scene.
Wow, that was quite a customer experience. Got my lenses broken, being played tricks with, denied wearable glasses, and got men with guns coming at me for being a Pearle Vision customer??? Fortunately, the police officer handled the situation calmly, and advised me to take the matter to the corporate office instead.
Talking about corporate, I haven't heard anything back yet, after two weeks without wearable glasses. Do you know that Luxottica (http://www.luxottica.com), the Italian parent company that owns Pearle Vision, also owns LensCrafters, Sears Optical, Target Optical? The list goes no... Yes, you can complain all you want to the largest optical company in the world, they probably just laugh. Oh, they might call the police on you too.
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