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| - So it had been a few years since I had gotten my eyes looked at and I thought I should get a new pair of glasses. I called this store because it was the last place I had gone and I was satisfied with the service I received last time, and they took my insurance. (VSP...but I'm pretty sure everyone takes that.)
They moved to a new location down the street from their old one and the place is huge and nice and clean. The showroom is considerably larger than their previous location. My previous doctor didn't seem to be at this new location so I was assigned to a new (to me) doctor. She was great and very friendly and upbeat. I have no problems with the doctor.
My issue is that I arrived 15 minutes early for my 9:30AM appointment (with only 2 other people in the waiting area) and I didn't get taken back to the exam room until 10AM. Did a few tests, then went to another exam room and the doctor came in and did her thing. Then I went to pick frames and lens options, and was charged about $340 after all my insurance allocations had been applied. I expected as much and since I was buying premium frames and coatings for the lenses, I was not surprised. They tell me it will be 7-10 days for them to come in.
So...in this modern world where I get handmade shoes from Korea delivered to my door within 6 days of my order, I order a set of glasses that might have to go across town to get made or even on the outside chance there are no lens fabrication facilities here in the Vegas valley, they might have to send it to Los Angeles. IT SHOULD NOT TAKE 10 DAYS!!! (I know...I sound petty and stupid, but keep reading.)
So on the 10th day, since I haven't heard from them, I call Optic Gallery and after a brief delay, they tell me that the glasses have arrived and that I was on their list of people to call. To be fair, it was about 9:30AM and it is plausible that they were *just about* to call me. Anyway, I go to pick the glasses up and for some reason everything is fine except for the left lens. My eye refuses to focus through the left lens. At first, I thought maybe I had smudged the lens and that's why I couldn't see properly. The lady helping me graciously cleaned them off and I tried again. SAME PROBLEM. She checks my prescription and then tests the lenses and she determines that the "axis" is off for the left lens. (Whatever that means.)
So now she says you can wear it like that, or leave it here, but regardless, I'll place an order and have the lens re-made. She talks about overnight couriers how they will fix it asap. I leave a bit irritated, but I keep telling myself that things happen and sometimes things go wrong and stop being a whiny little bitch about it.
So that was Tuesday (5/5/2015) and I just called today because I hadn't heard anything. Again, after a delay, I am told that it might be tomorrow or next Monday when the new lens comes in and then they will cut it to fit my frames for me while I wait.
To recap in case you nodded off during my semi-rant, I have paid this company over $600 (between exams, eye tests, and lenses and frames) waited 12 days, have to make yet another visit to pick up the new lens (assuming it is correctly made this time) and I STILL DON'T HAVE A PRODUCT I CAN USE YET. (Although, to be fair, it's a very nice set of glasses and they are stunningly attractive sitting on my desk.)
Maybe I was just unlucky, but the lack of communication is really irksome. THAT is something they CAN control. When I have to get glasses again, I think I will try another store, because that is something I can control.
*****5/11/2015 UPDATE: So I called today and they said that they were going to make up a whole new set of lenses. This time, they were super apologetic, and drove to my office to pick up the frames and delivered them to me after the work was done later in the day. Accordingly, I have updated from 1 star to 2 because this was much better customer service than I received before. They still have to work on that communication because during this whole ordeal, I have always been the one initiating contact about this issue.
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