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| - My first visit to this LensCrafters left me unhappy with their service. I had already discussed my coverage in detail with my insurance company and knew exactly what was covered. I had an appointment to have my exam and checked in at the exam area, gave them my info and sat down with my husband to wait. Within a minute the girl came to me to tell me I wasn't covered for something, which I knew I was. I asked her if she had called the insurance company to verify and she said 'no. I just looked on the screen'. Well I said you might want to recheck b/c I am covered. (I'm thinking DO YOUR JOB!) She wanted to stand firm. So I called my insurance myself and once again they confirmed I was covered. I walked to the the girl and asked if she'd like to actually speak with the ins. co but she said no, they would call themselves. (Why didn't you do that in the FIRST place?) So I sat down and waited. And waited. And waited. Finally I walked up to her and said "well? What's the outcome.?" She said "oh yes, you are covered". I said, "and you didn't think maybe you should come over and tell me this? Do you not think I might be interested? I'm sitting here waiting for you. " After my exam I met with a lady that was going to help with picking out my frames, etc. We begin looking at frames and she comes over and tells me I'm not covered!!!!! Are you kidding me? Again? I told her to call the insurance co and verify that b/c I'd just gone through this with the other girl. Her response? "Well if I call if will take HOURS!" I said, 'oh well. Isn't that your job?" Unbelievable. She got on the phone and within minutes she said yes I was covered. So it didn't take hours..... only minutes but she was clearly lazy and didn't want to make that call. Once again, I wasn't happy. Nonetheless we found the frames, paid for them and left. I am in real estate and if I treated my clients like that I would never sell a house!
NOW, the positive side & why I gave them 4 stars. When I returned to pick up my glasses I was greeted by Randy, whom I discovered was the manager. He was truly a delight to deal with. At first I didn't even mention the poor service I'd received during my first visit.....but eventually he asked me about my first visit..... still I told him I didn't want to discuss it at that time. Again, he had a wonderful customer service demeanor which made up for the first visit. On my next visit I did discuss the poor service I received my first go around so he was aware. On subsequent visits for adjustments, etc I have been greeted very warmly, and dealt with by people that had great customer service skills. So I am happy with them and will continue to do business there.
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