Oh my gosh i saw the same experience I had in November by someone in December! Clearly they need to train the employees better.... I came in at my appoint at 10:00 and saw 4 reps just standing around and the one assigned to help was so incompetent... This was November 10th and I went to the eyeglass center that girl was unfriendly... then I gave them two frames to replace the glass in and never got a call or email they were ready! Just called today 11/25 and was told yes they are here. Unbelievable... I wish Fiesta Mall was still open with Lens Crafters, I never had a problem, they were so polite and friendly!