Eyeglass World / Lies, Lies, Lies
Here is my letter sent to corporate and my cc is denying their charge:
This is a receipt for the mail you sent to
<firstname.lastname@example.org> at 8/5/2008 10:03 AM
This receipt verifies that the message has been displayed on the recipient's computer at 8/5/2008 10:32 AM
On Friday, I phoned your Spokane store and explained that I needed glasses immediately since my pair had just been ran over. The consultant Jaime, said that they couldn't do it Friday since with the drive time (1hour 45 min) and combined with their lab tech leaving at 4:30 it wasn't possible; however, if I cam in Monday morning at 11, there would be plenty of time. I asked if I took the appointment at 11, would that give me time to be home by 5pm. SHe replied, "sure, no problem".
After the eye exam, I selected two pairs and brought a high end titatium frame Hugo Boss frame. One of the new pairs would be reading only and the remainder would be progressive lens. I asked if I should go have lunch and come back in an hour to pick up my glasses. She then said, "well I don't think will get them done today, but I'll check". This was a $698.45 purchased made on the promise that I would have my glasses made in time to get me home by 5pm.
If you have noticed, I have mentioned 5pm twice now since that is when I take scheduled medicine--five pills in total, to regulate severe arthritis pain and a pill that counteracts the hypertension caused by the arthritis medication. By 5pm, I am in severe pain through out my entire body and the inflamation in my joints makes it incredibly difficutl to do simple tasks.
I told Jaimee at this point that the only reason why I came to the store was the promise she had made on Friday to have me in and out there in time to get home by 5pm. She acknowledged the promise and then said that they could send the glasses to me by mail. Since when does a place send a patient glasses in the mail upon a new prescription and with a progrssive lens? I have never heard of such a practice! I then said to her that she had made a promise to me and that if she knew she couldn't keep that promise she should have told me when I arrived. (Oh, I should tell you that I am a private copy editor so reading is my business and why there is an urgency to have the glasses the same day, beside driving some 84 miles each way to Spokane.) She then went and got the lab manager who said she would try to have the glasses completed by 4pm.
When I returned at 4pm, I was told that they were working on them. I could hear the polisher in back and assumed that my glasses would be in their frame with in the half hour. I sat there for an hour an a half. Jaimee ignored me. Meanwhile, folks started arriving to pick up their glasses who had been there on previous days and had been told or given the same run-a-round that I was now getting. One lady from Kellog, Idaho, was given the same story on the phone that I was given and had waited the whole day until they finally said she would have to come back the following day. When she arrived the following day, she was told they had mailed her glasses. She drove the eighty miles home only to receive a phone call telling her that her glasses were finished and that she could come pick them up. So she drove the eighty miles again with her elderly mother whom she is the primary givetaker for only to be told that the glasses were not done at all!!! She too was one of Jaimee's customers and Jaimee now ignored her as well as I.
Another of Jaimee's customers arrived to pick up his two pairs of glasses which of course were not completed and he too had been given the same story as this lady from Kellog, only he was leaving for Europe. Jaimee finally dispensed his sunglasses but the other pair with clear lenses were not finished. It was obvious by this, that I would not receive my glasses as promised or even the revised promise of 4pm.
It was now 5:20pm and the lady from Kellog was still waiting and Jaimee wasstill ignoring us. When Jaimee walked past me, I told her I was leaving and that I would be calling my credit card company and cancelling the charge. She then tried to say that I should have somehow known that they could not produce the glasses(?) since they were having personel problems. Really?
I asked her to recollect the phone conversation and she agreed that yes she had said they would be able to make the glasses and get me home by 5pm. Then she said she didn't realize until that morning (Monday) that theu wouldn't be able to. At this point she had woven her lies into a non-logical knot. I asked why she had continued promising that my galsses would be completed today and that the last promise was "by 4pm" and that was told by her and the lab manager. Again she said well they could mail them to me(?). I asked her why she hadn't told me in the morning when I arrived that they couldn't complete the job since she claimed that she had this realization in the morning. That if she had told me, I could have gone elsewhere. She couldn't reply.
I left the store and drove over to Bank of America and spoke with the manager.
This is what needs to be done at this point:
I will allow a charge for the doctor's exam and prescription of $45.00 and nothing more.
Your store needs to send back my Hugo Boss frames undamaged or compensate me the $349 for the frames.
The remainder of the bill, $653.45 will be credited back to my account.
My bank will formalize this into effect no later than today.
Apparently, Jaimee was only interested in her commission and was willing to deceive me and others. Due to the poor management of the store, she has free rein to deceive folks. Had she been under my management, she would have been directed to state the actual wait time for glasses. Since she is kept in your employ, I will be reporting your store to the Attorney General's office for deceptive practices.
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