Visionworks of America review: Vision works employee scratched my lenses and vision works is not replacing them.

While at Vision Works in Orlando FL for an eyeglass adjustment, the technician scratched the left Lense. I was told they couldn't replace just the Lense so they instead would replace the glasses. This was great news and I appreciated their desire correct the accident. Since I was in Florida just for a week, the technician arranged for me to have my store, Bowie Town Center, complete the replacement order. I spoke with Shy from Bowie Town Center and she was helpful in taking all my information in advance of me getting back to MD. Once back in MD I was told that my frames (11 months old) had been discontinued and to choose another frame of comparable price. There were two other frames in inventory of the brand I had - Selena. I selected the frame that looked like mine (smooth metal with no coating) and was told I would have to pay $30 due to a price difference between the two frames. My damaged pair was $129 and these were $159. I could have selected the other frames as they were $129 however, they were not a comparable quality to what I had. They were coated with a design that had already scratched just from people trying them on. I requested that the GM approve the order without charge. I left her three messages and she never responded. Her name is Katie (Bowie Town Center Vison Works in Bowie, MD). After 3 days I contacted customer service and was told her supervisor, Linda would be notified of my request and would contact me. She did not. After 3 days I contacted customer service again and my ticket was escalated to Mitch, her supervisor. He didn't contact me. After 2 days my ticket was escalated to Vivian. She did not contact me. Meanwhile, I am wearing glasses with a huge scratch in them all because a vision works employee decided not to protect the lenses prior to making an adjustment to the nose piece. I am amazed at the incredibly poor customer service I am receiving. I have been a vision works customer for over 20 years. I would think that would at least make someone want to call me to discuss this. We are talking about $30 here. Not $300, just $30 for something their employee did. My order is waiting in the system for approval.