Business ProfileforSpectacle Shoppe, Inc.

My lenses were initially made incorrectly. Sent back to lab, reprocessed. Only to made incorrectly again but not caught by the optician so I was given and struggled with for a month. I went to a different location, same company, to hopefully have a second opinion and a follow up refraction to problem solve. The optician at that location immediately noticed that the right lens was indeed incorrect. Waited another month, emailed two employees at the second location on the status and requesting them to double check my computer glasses as they were also not conforming to my sight. No response. The first location calls and informs my right lens is in. Have zero faith in that location at this point. Lost faith in the second location also. Took more time out of my schedule to get to the first location to get the "corrected" lens placed in my glasses. Been wearing for a few weeks, can't see. Eyes don't work together or focus together. Still haven't heard from second location. So, I'm out $1000+, have painfully experienced two+ months of running around to TWO of their locations asking for (hello?) quality assurance or possible resolution (I'm a paying customer; help?) and, during all this time, seeing incorrectly I might add. They have a my money, I have four crappy lenses in a drawer. It's now conveniently past their policy timeline. They take your money, "make" and dispense defective product and unless you're important enough to be on their wall of local celebrities, suck it up. If you have any idea what "Best Practices" are, go elsewhere, because they don't.

Hi ******,
Thank you for taking the time to write about your experience with the Spectacle Shoppe. First, I would like to apologize. This is not the experience we want any of our guests to have at any of our locations and would love to make this right.  I'm astounded and incredibly disappointed that this situation reached this level of dissatisfaction. ***, our Assistant General Manager has already called to leave you a message to discuss next steps and I would be happy to personally meet with you to take care of all of your concerns. Please rest assured that you have not lost the money that you've put into this, we're more than willing to refund you for services that you're not satisfied with. We are taking all of your feedback and having follow-up conversations with both locations to ensure that this does not happen again in the future for any of our guests. We take pride in the quality work that we do and this is unacceptable that this is the experience you received.
Sincerely,
******************************* (General Manager) 

***********************, you missed your opportunity to have a very successful career as a politician with the reply you provided. Unfortunately the only reason I see you, or your company, caring at this point is the public display and involvement of the BBB. I have been to the *** location five times and all the way to St. **** once. And I pushed for a second refraction to be performed, trying to problem solve as no one else, getting paid to do so, was. I even inquired if I should see an ophthalmologist or neurologist. I was supposed to return to St **** but OH never heard back from not one, but two, of your employees.So. ***************** is now important to you? Radio silence until I submit a review and now I, as a paying customer, am important. The lenses I paid for couldn't be made correctly or double checked but NOW the company cares. No, I don't want to meet with you. I've met a half a dozen of your employees and addressed my concerns very clearly in multiple ways, every step of the way. As far as the bold, heroic statement of a refund, yeah, I'll believe it when I see it. Probably about as well as wearing the lenses your lab pooped out.

***********************, you missed your opportunity to have a very successful career as a politician with the reply you provided. Unfortunately the only reason I see you, or your company, caring at this point is the public display and involvement of the BBB. I have been to the *** location five times and all the way to St. **** once. And I pushed for a second refraction to be performed, trying to problem solve as no one else, getting paid to do so, was. I even inquired if I should see an ophthalmologist or neurologist. I was supposed to return to St **** but OH never heard back from not one, but two, of your employees.So. ***************** is now important to you? Radio silence until I submit a review and now I, as a paying customer, am important. The lenses I paid for couldn't be made correctly or double checked but NOW the company cares. No, I don't want to meet with you. I've met a half a dozen of your employees and addressed my concerns very clearly in multiple ways, every step of the way. As far as the bold, heroic statement of a refund, yeah, I'll believe it when I see it. Probably about as well as wearing the lenses your lab pooped out.