|
Review content:
I have been taking my business to this store for years. I was willing to tolerate less than stellar service, and pot luck options in frames in exchange for a price that can't be beat. As a mother of 8 kids, ALL OF WHOM have gotten glasses here (clearly I should be a valued customer) I would expect, if not amazing service, at least basic courtesy. Today I did not get even that! I came in with two daughters, both of whom were ready to make a purchase. Being Sunday, the line was to the door. I was certainly willing to wait my turn, but one daughter had forgotten her written Rx and before I knew it, had called the doctor's office to get the Rx, so I just asked the girl at the desk, since the Doctor was on the phone if she could just speak to him for a moment to review the Rx which he would then fax in. She responded that ""she could not TAKE THE CALL ahead of all the people on line, and I would have to wait my turn, which I did. We got on line and waited...and waited. One woman, who had some in alone, had at lease 12 pairs of frames in her hand and since she couldn't make up her mind, was using her turn to get the opinion of the girl behind the desk EVEN THOUGH the girl said not to even get online until you had your selection and were ready to place you order. Under normal circumstances this wouldn't have bothered me, but the line WAS to the door, and at that point there were only two technicians working (the third having gone on a presumable break while we were on line). Nevertheless, I was anticipating that I would get the same undivided attention on our turn and so I waited. After more than 30-45 minutes the second technician called next. Although I was second in line, the lady ahead of me preferred to wait for Mindy so I was more than happy to move ahead to Doris. Little did I know or suspect that the woman ahead of me knew what she was doing. No sooner had I moved to the counter with my two daughters then Doris took a phone call (You may recall Mindy couldn't talk to the Doctor becuase it wasn't yet my turn!) I patiently waited, without comment while Doris spoke on the phone for 5 minutes. She then came back to where we were standing and after less than two minutes was called to another phone call. I was certain that she would decline the call but instead, she took the cordless phone call right in front of my face. At this point, with other things on my agenda for the day, I kindly asked her if she might take care of the customers in front of her and call back the phone-in after my turn. I was competely rebuffed, and she continued her call right in front of my face. Well that was about all I could take. I picked up my Rx and ushered my daughters out the door. No savings in price is worth my dignity and my right to common courtesy. I went over the one of the technicians who has seen me as a customer for years, assuming he was the manager, which he denied, to voice my complaint to which he replied ""well she also has to take phone calls"". I answered him that I did tolerate waiting quietly while she took the first one, but why shouldn't the second one be on someone else's turn?! Am I not at least an equal customer to the one on the phone?! I waited my turn on line, would I be better off stepping outside, calling from my cell and getting immediate service, I asked. That was just met with a blank stare (Really? Could there be any other answer than ""You are right! We are sorry."" I left but not before getting the name of the manager, Larry, who I intend to call tomorrow, when he gets in. But reading about the experience of the other poster, who apparently spoke to the manager, I am not optimistic that I will have any satisfaction. Oh well, barring any unexpected Mea Culpas, I guess I simply have to cross FEO off my list.
|