This is my first negative review ever. I've always been one to offer praise and accolades for a job well done. However, this situation was handled so poorly that I had to speak out.
This store LOST my daughters $600.00 duplicate glasses that were supposed to be overnighted to another location only 2 1/2 hours away. They also neglected to take a record of the tracking number so they can't even be located.
She is away at college attending summer classes and needed a replacement for the glasses she had purchased from them just a few months earlier. She has no other way to see and was desperately awaiting delivery.
It was a critical rush order for which I had to even repurchase the frames online from a different vendor because Visionworks no longer carried them. The whole process took almost 2 weeks for them to order in her complex lenses and place into the Kate Spade frames I provided them. All they had to do was transfer to their sister location for her to pick up.
Not only did they not arrive the next day, it is now a WEEK later and they have yet to appear. I had been extremely patient and understanding until it became evident these glasses were clearly lost. The "general manager", Taylor, was very patronizing and condescending.. Rather than taking responsibility for their gross error and making things right, she continued to repeat what she would NOT do and refused to give me her supervisors name/number. She said I was welcome to call the 800 number.
We have done business with this company for years. Under the circumstances, from a customer service perspective I would have offered a refund and remanufactured another pair. This manager refused to do anything of the sort. I've now requested a refund and we will never do business with this company again.
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