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Sears Optical / almost a year and still no glasses!

1 Manchester, NH, United States
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I'm going to preface this with the fact that I purchased my glasses from them in July of 2015. They originally came with the wrong prescription, but they had simply not asked whether they were for reading or seeing when they ordered and it was quickly addressed.

Fast forward to July 2016 the frames broke. I brought them back to the store and they offered to replace under warranty for $24 which could take "a couple of weeks". Well, weeks turned into months. I called the store repeatedly and generally got busy signals or voice mail (none of which were ever answered). I stopped by the store every few weeks and most of the time they were closed (during standard hours). On the few occasions I was able to speak to somebody on the phone or in the store, I kept getting varied stories such as "they already shipped" or "they are backordered" or "they were doing inventory so there was a delay". This went on until March of 2017 (8 months for those counting).

I finally got a hold of a human being there who told me to come in, pick another set of frames, and they would just order me a new pair. I did so in April. Well, it is now June and the glasses are STILL not in. Again with leaving voicemail to no avail or speaking to somebody who promises to look into it and never does (or visiting the store only to find them closed again).

I found out the store is owned by US Vision (not Luxottica, who owns most of the stores) and was able to get a US Vision rep to assist. They told me that my original frames were in stock but they needed to confirm with the store about ordering them. Two weeks and US Vision has been unable to get a hold of anybody working in THEIR OWN STORE and the CS rep from US Vision is still waiting on a call back from the District Manager. The last person I spoke to at the location swears that the glasses were ordered but even US Vision can't see the order.

So now I'm going on a FULL YEAR without glasses from Sears with ZERO effort on customer service. US Vision corporate has been great and has offered to send me a complete set of glasses (not just frames) but they still need to verify with the store.

Go ANYWHERE but this place. Avoid like the plague if you ever want hope of getting glasses. They don't deserve to be in business.

Jun 12, 2017

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