| rev:text
| - During my recent visit, the customer service I received was just appalling and the quality of their work is questionable.
My story starts off with a scratched lens which I needed to address urgently. I randomly stumbled upon this store and entered. I asked if they were able to repair or replace the lens, to which they responded yes. I asked how long would it take, to which they responded 15 minutes. So I loitered in the store, checking out their supply of glasses to pass the time. When 20 minutes passed, I let them know that I would browse neighbouring stores' merchandise to pass the time and would return. 40 minutes later, I returned to learn they still hadn't met their own deadline. I decided to wait in the store. 30 minutes later, they presented me with my pair of glasses.
It didn't take long to notice that something was amiss. The new lens did not fit the frame whatsoever, with the edges of the lens sticking out behind and sizable gaps between the frame and lens. I asked the lady who worked on my glasses why the lens wasn't fitted like the unscratched lens or the original scratched lens. I was told that the type of lens was extremely difficult to cut and fit into the frame, and that this was the best they can do. So I paid for a service that brought me to a worse state than when I started. I let them know it was unacceptable, and that they should have been honest with me if the task was far too difficult for them to complete. I got the sense they were hoping I would accept what was provided to me and just go away. Her coworker came in to help resolve the situation, and told me they would ask a more experienced worker have a look at my scratched lens and see if he can do something, at no extra charge. I was told to expect a phone call.
After 2 days passed and as I needed my glasses urgently, I paid a visit to the store. The more experienced worker was in but had no clue what I was talking about. I asked him if he had a chance to look at the scratched lens that was left behind for him. He replied that he hadn't since scratched lenses are worthless, and it was discarded. I asked him why his coworker would tell me that the scratched lens would be analyzed, and he told me he didn't know, and to ask her when I saw her. I showed him the work done by his colleague, and he agreed it was poor. I was told that everyone makes mistakes and not to get worked up about it. He told me he would fix it, and to return the next day after 6:00pm to retrieve my glasses.
So I returned 6:30pm the following evening to find that my glasses were not repaired. At that time I was asked if I had received a phone call asking me to pick up my glasses. I was told to come back in 20 minutes. I again visited neighbouring stores to pass the time and returned 30 minutes later. Again, my glasses were not ready. So I waited in the store. 15 minutes later my glasses were ready and in a satisfactory condition, although based on the other review, that may not last long.
Their word means very little. I never received an apology over missing their own imposed deadlines, or the quality of their work. I was made to feel that I was unreasonable and demanding.
Hopefully they will change their ways. I do not believe they will. Enter at your own risk, I know my first visit was also my last.
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