Optician nightmare - warranty replacement. How to best solve?
September 29, 2015 8:59 AM Subscribe
I'm trying to get replacement eyeglasses under warranty. It's been a nightmare process from start to finish, and I'm not sure how to navigate further. More details inside.
I purchased eyeglasses last fall (MyEyeDr, in DC) and purchased an add-on of a 1-year warranty, for guaranteed replacement of my eyeglasses (frame + lens) within that time period. I went to the local store (same one I went to last fall), asked them for the replacement eyeglasses order to be processed, all went well. I gave the location my text number to text me once my replacement was ready to be picked up (and adjusted), about 5-7 business days. Important preface: I'm deaf.
7 business days later, after not receiving any texts, I called the location, was told they tried texting me, and that my replacement pair was ready. I went to the location, tried the replacement eyeglasses on. Whoa - really, really bad fishbowl effect. They forgot to unpolish the len edges (a must for me - polished edges cause weird reflections), which they felt may have caused the fishbowl effect. I was told they would unpolish the edges, and text me when ready (1-2 days), as well as have an optics manager look at the lens to make sure they weren't defective. I emphasized that I had a new number, and the gentleman helping me assured me he would update the number on record. (I wrote my new number down on the invoice they had.)
Two days went by - I called the location again, was told my eyeglasses were ready. I asked why I didn't get a text - was told they did text me. I asked for the number they had on file - it was my old number! At that point, I felt frustrated, especially after being told my record would be updated, and asked to speak with a manager. After explaining my frustration (unpolished edges, fishbowl effect, and them not updating my number on file), the manager got a bit snarky with me and said, well, they were actually not really supposed to replace my eyeglasses as there was no damage. Huh? There WERE damage to my lens/frame that was hard to see - and that was rubbing salt in the wound. I did not even get an apology.
When I went to the location on that same day to pick up the replacement eyeglasses, it turned out the manager was the same gentleman who initially checked me in! I asked myself why he didn't mention anything in the first place. The manager said he had them order new lens to replace the lens I tried on the other days, just to be safe. I was skeptical of this claim, as it takes at least 5 business days to order new lens. I tried them on. Still no dice (although the edges were unpolished). Things still didn't feel right. After adjusting the eyeglasses to match my current, original ones, the manager insisted that it would take time, etc. to adjust, and suggested I take both eyeglasses with me and try them on the next day.
I felt this didn't make sense, as it was only a warranty replacement, so like for like to my current, original eyeglasses - I shouldn't experience any distortion or weirdness at all. I got warranty replacement pairs in 2013 and didn't experience a problem at all adjusting.
Next day, I tried. Still the same weird effect. It just didn't feel right. At that point, I escalated and emailed the Customer Service Manager of MyEyeDr, who I was in contact with before, explained the situation to him (not the negative customer service experience, just the specific issues with both warranty replacements). I was told that: a) the lens were actually the same ones that was originally given to me when I first went in to pick up the warranty replacement, and that they just unpolished the edges using a grindstone machine. He felt that wasn't ideal, and wanted to order proper replacement lens. b) Suggested I go to another location and have them examine my current eyeglasses and see what's wrong with the warranty replacement ones.
Based on what he said, I guess I was lied to, although I don't like saying that or accusing people of lying.
So. Yesterday, off I went to the other location. As you know, I'm deaf, so I used my iPad to communicate with the manager ("A"), who the customer service director referred me to see. When arriving, A didn't look at my text paragraph, but instead typed my name in the system, told me to have a seat, and took my eyeglasses in the back, without really explaining what was happening - in a few situations, I had to repeatedly ask her to type or write what she was saying. She was also rude and brusque throughout the process. I asked her to please NOT adjust my current eyeglasses, as they were perfect for me and worked just fine. Without communicating clearly to me what was happening, she took my glasses to the back.
I know this seems silly (and hold off the therapist comments - I have one, and plan to discuss my coping methods with her about this), but I kind of got all panicky and nervous. I was really afraid there was some kind of misunderstanding and that she would adjust my original eyeglasses, or alter them somehow. Not minimizing the general hearing community's need to see, but seeing and vision is very important to me, especially as I'm missing my hearing sensory input, and depend on my vision greatly. Without my glasses, I'm almost blind - very nearsighted. That's why it's so important to me to have my eyeglasses proper and ready. Due to the disconnected feeling I had with A, I was not confident with what was happening.
She returned with my eyeglasses (which, fortunately, were not altered), told me they would remake the lens, and adjust the PD. I tried to clarify on the PD part, but she shook me off and just left, giving me her business card. I thought warranty replacements were like for like? I also asked her why my replacement eyeglasses were off, and she shrugged and said she did not know.
At this point, I'm just so lost and frustrated. I have no idea where to turn. I could really use your advice on how to navigate this process.
a) I've had a few conversations with Customer Service (the same manager!) about past experiences - we've been in touch since 2012, and he gave me a discount a couple of times. I don't want to sound like the guy who "cried wolf", but I feel so lost and disconnected with this whole process. I also feel bad for putting everyone through this, but this is really important to me. I have no idea what I should say to him. Any ideas?
b) When A gave my eyeglasses back, the glass was all smeared. Attitude was rude. The entire service overall was just awful. Why did I experience this two times? I really hope it's not me - sometimes I may be a bit too detailed or precise with my vision needs, but that's what I NEED to be able to function and see. I, of course, always remain nice and polite. I realize this is coming from an one-sided perspective, but I really do not become rude or argumentative. Also, why wasn't the manager from the first location honest with me? I just feel so confused. I understand communicating with deaf people (from a hearing person's perspective) takes longer, but my situation is pretty unique (given my half-grown right ear, adjustments need to be more precise).
c) Any ideas on how to navigate this? I've been with MyEyeDr since 2012, and it's always hit or miss. Is my RX too complicated or what? It's kind of scary, because last year, I tried a new optician chain, and they kept messing my RX up, too. All I want is my warranty replacement eyeglasses to be given to me, like for like.
d) Not to sound hyperbolic, but I remember in the "good old days" (i.e., when I was a kid), opticians were very helpful and nice and patient with me, and everyone seemed to know what they were doing. This wasn't in DC, but what happened? Why is it always hit and miss with opticians, especially in DC and with MyEyeDr?
So sorry this was long-winded and all over the place. I've been back and forth 3 times now over a simple replacement, and it's just been such a disconnected mess. I realize right now, at this juncture, I may seem overly dramatic, but that's not my intention. I hope that is understandable.
tl;dr, what should I say to the customer service representative (corporate) who I have already escalated with a few times, and how to resolve this situation?
Thanks for your patience!
I purchased eyeglasses last fall (MyEyeDr, in DC) and purchased an add-on of a 1-year warranty, for guaranteed replacement of my eyeglasses (frame + lens) within that time period. I went to the local store (same one I went to last fall), asked them for the replacement eyeglasses order to be processed, all went well. I gave the location my text number to text me once my replacement was ready to be picked up (and adjusted), about 5-7 business days. Important preface: I'm deaf.
7 business days later, after not receiving any texts, I called the location, was told they tried texting me, and that my replacement pair was ready. I went to the location, tried the replacement eyeglasses on. Whoa - really, really bad fishbowl effect. They forgot to unpolish the len edges (a must for me - polished edges cause weird reflections), which they felt may have caused the fishbowl effect. I was told they would unpolish the edges, and text me when ready (1-2 days), as well as have an optics manager look at the lens to make sure they weren't defective. I emphasized that I had a new number, and the gentleman helping me assured me he would update the number on record. (I wrote my new number down on the invoice they had.)
Two days went by - I called the location again, was told my eyeglasses were ready. I asked why I didn't get a text - was told they did text me. I asked for the number they had on file - it was my old number! At that point, I felt frustrated, especially after being told my record would be updated, and asked to speak with a manager. After explaining my frustration (unpolished edges, fishbowl effect, and them not updating my number on file), the manager got a bit snarky with me and said, well, they were actually not really supposed to replace my eyeglasses as there was no damage. Huh? There WERE damage to my lens/frame that was hard to see - and that was rubbing salt in the wound. I did not even get an apology.
When I went to the location on that same day to pick up the replacement eyeglasses, it turned out the manager was the same gentleman who initially checked me in! I asked myself why he didn't mention anything in the first place. The manager said he had them order new lens to replace the lens I tried on the other days, just to be safe. I was skeptical of this claim, as it takes at least 5 business days to order new lens. I tried them on. Still no dice (although the edges were unpolished). Things still didn't feel right. After adjusting the eyeglasses to match my current, original ones, the manager insisted that it would take time, etc. to adjust, and suggested I take both eyeglasses with me and try them on the next day.
I felt this didn't make sense, as it was only a warranty replacement, so like for like to my current, original eyeglasses - I shouldn't experience any distortion or weirdness at all. I got warranty replacement pairs in 2013 and didn't experience a problem at all adjusting.
Next day, I tried. Still the same weird effect. It just didn't feel right. At that point, I escalated and emailed the Customer Service Manager of MyEyeDr, who I was in contact with before, explained the situation to him (not the negative customer service experience, just the specific issues with both warranty replacements). I was told that: a) the lens were actually the same ones that was originally given to me when I first went in to pick up the warranty replacement, and that they just unpolished the edges using a grindstone machine. He felt that wasn't ideal, and wanted to order proper replacement lens. b) Suggested I go to another location and have them examine my current eyeglasses and see what's wrong with the warranty replacement ones.
Based on what he said, I guess I was lied to, although I don't like saying that or accusing people of lying.
So. Yesterday, off I went to the other location. As you know, I'm deaf, so I used my iPad to communicate with the manager ("A"), who the customer service director referred me to see. When arriving, A didn't look at my text paragraph, but instead typed my name in the system, told me to have a seat, and took my eyeglasses in the back, without really explaining what was happening - in a few situations, I had to repeatedly ask her to type or write what she was saying. She was also rude and brusque throughout the process. I asked her to please NOT adjust my current eyeglasses, as they were perfect for me and worked just fine. Without communicating clearly to me what was happening, she took my glasses to the back.
I know this seems silly (and hold off the therapist comments - I have one, and plan to discuss my coping methods with her about this), but I kind of got all panicky and nervous. I was really afraid there was some kind of misunderstanding and that she would adjust my original eyeglasses, or alter them somehow. Not minimizing the general hearing community's need to see, but seeing and vision is very important to me, especially as I'm missing my hearing sensory input, and depend on my vision greatly. Without my glasses, I'm almost blind - very nearsighted. That's why it's so important to me to have my eyeglasses proper and ready. Due to the disconnected feeling I had with A, I was not confident with what was happening.
She returned with my eyeglasses (which, fortunately, were not altered), told me they would remake the lens, and adjust the PD. I tried to clarify on the PD part, but she shook me off and just left, giving me her business card. I thought warranty replacements were like for like? I also asked her why my replacement eyeglasses were off, and she shrugged and said she did not know.
At this point, I'm just so lost and frustrated. I have no idea where to turn. I could really use your advice on how to navigate this process.
a) I've had a few conversations with Customer Service (the same manager!) about past experiences - we've been in touch since 2012, and he gave me a discount a couple of times. I don't want to sound like the guy who "cried wolf", but I feel so lost and disconnected with this whole process. I also feel bad for putting everyone through this, but this is really important to me. I have no idea what I should say to him. Any ideas?
b) When A gave my eyeglasses back, the glass was all smeared. Attitude was rude. The entire service overall was just awful. Why did I experience this two times? I really hope it's not me - sometimes I may be a bit too detailed or precise with my vision needs, but that's what I NEED to be able to function and see. I, of course, always remain nice and polite. I realize this is coming from an one-sided perspective, but I really do not become rude or argumentative. Also, why wasn't the manager from the first location honest with me? I just feel so confused. I understand communicating with deaf people (from a hearing person's perspective) takes longer, but my situation is pretty unique (given my half-grown right ear, adjustments need to be more precise).
c) Any ideas on how to navigate this? I've been with MyEyeDr since 2012, and it's always hit or miss. Is my RX too complicated or what? It's kind of scary, because last year, I tried a new optician chain, and they kept messing my RX up, too. All I want is my warranty replacement eyeglasses to be given to me, like for like.
d) Not to sound hyperbolic, but I remember in the "good old days" (i.e., when I was a kid), opticians were very helpful and nice and patient with me, and everyone seemed to know what they were doing. This wasn't in DC, but what happened? Why is it always hit and miss with opticians, especially in DC and with MyEyeDr?
So sorry this was long-winded and all over the place. I've been back and forth 3 times now over a simple replacement, and it's just been such a disconnected mess. I realize right now, at this juncture, I may seem overly dramatic, but that's not my intention. I hope that is understandable.
tl;dr, what should I say to the customer service representative (corporate) who I have already escalated with a few times, and how to resolve this situation?
Thanks for your patience!
I'm sorry and I am sympathetic but I am very confused.
You were getting glasses replaced that had "damage to my lens/frame that was hard to see." I don't understand why you are even replacing your existing, perfect glasses.
I also don't understand why you're going to this place year in and year out when they appear to be dicks with shoddy customer service.
Regardless, at this point, I don't really see what you can do besides wait for the remade lenses and then take your business elsewhere. Can you get a personal referral from someone in DC for a business that has a history of serving Deaf customers satisfactorily?
posted by DarlingBri at 9:34 AM on September 29, 2015 [1 favorite]
You were getting glasses replaced that had "damage to my lens/frame that was hard to see." I don't understand why you are even replacing your existing, perfect glasses.
I also don't understand why you're going to this place year in and year out when they appear to be dicks with shoddy customer service.
Regardless, at this point, I don't really see what you can do besides wait for the remade lenses and then take your business elsewhere. Can you get a personal referral from someone in DC for a business that has a history of serving Deaf customers satisfactorily?
posted by DarlingBri at 9:34 AM on September 29, 2015 [1 favorite]
I've been wearing glasses since I was 18 months old. I have really bad vision, and my lenses are expensive because I have several extras that make a difference for someone with low vision, so I'm accustomed to the things that can happen in these situations.
A couple things - you seem to be getting replacement glasses an awful lot - I have literally never had or needed to have my glasses replaced under warranty. Secondly, you say your original glasses are in perfect shape - so why are you getting them replaced? If the damage is so minor that it is barely detectable, do they need replaced?
I would suggest in the future, you shop around for a place you like. I don't think opticians are any more sales-oriented than when I was a kid, but kids are also a lot more oblivious to this stuff. Also, some of your complaints, while valid, are relatively normal and minor hindrances. I think you've made this really personal, when it's not at all, and it's probably hindering your ability to get things done.
Finally, I don't really know what you want us to tell you. It looks like you're getting new glasses that will suit you, so your only real choice is to not go to this place in the future.
posted by Aranquis at 10:04 AM on September 29, 2015 [3 favorites]
A couple things - you seem to be getting replacement glasses an awful lot - I have literally never had or needed to have my glasses replaced under warranty. Secondly, you say your original glasses are in perfect shape - so why are you getting them replaced? If the damage is so minor that it is barely detectable, do they need replaced?
I would suggest in the future, you shop around for a place you like. I don't think opticians are any more sales-oriented than when I was a kid, but kids are also a lot more oblivious to this stuff. Also, some of your complaints, while valid, are relatively normal and minor hindrances. I think you've made this really personal, when it's not at all, and it's probably hindering your ability to get things done.
Finally, I don't really know what you want us to tell you. It looks like you're getting new glasses that will suit you, so your only real choice is to not go to this place in the future.
posted by Aranquis at 10:04 AM on September 29, 2015 [3 favorites]
Response by poster: Sorry for the confusion. Clearing up... I tend to get new RX's about every two years. My current, original eyeglasses have some scratches on the lens, and a small chip on the frame that is distracting. Minor, but distracting. I'm just taking advantage of the "like for like" warranty replacement to give me lens/frames that are good for another year, to avoid the current ones from wearing out even more. This RX was created last fall (2014). I hope that makes more sense, @DarlingBri.
The reason I've patronized this place is because their service has been hit or miss, but when the results are good, they're very good.
What I want advice on/to be told is how to navigate this situation - I really felt a disconnect yesterday with A at the new MyEyeDr location, and the customer service was really bad, but I don't want to be "that customer who cried wolf" with the corporate customer service manager I'm talking with and been in touch with since 2012. I don't want to be a repeat complainer, but I also just want my warranty replacement eyeglasses, and to understand why I was given misinformation at the first location, and to get proper replacements that are like-for-like without any issues - and why I was told by A yesterday that they'd increase or decrease the PD (wasn't clear).
posted by dubious_dude at 10:35 AM on September 29, 2015
The reason I've patronized this place is because their service has been hit or miss, but when the results are good, they're very good.
What I want advice on/to be told is how to navigate this situation - I really felt a disconnect yesterday with A at the new MyEyeDr location, and the customer service was really bad, but I don't want to be "that customer who cried wolf" with the corporate customer service manager I'm talking with and been in touch with since 2012. I don't want to be a repeat complainer, but I also just want my warranty replacement eyeglasses, and to understand why I was given misinformation at the first location, and to get proper replacements that are like-for-like without any issues - and why I was told by A yesterday that they'd increase or decrease the PD (wasn't clear).
posted by dubious_dude at 10:35 AM on September 29, 2015
She returned with my eyeglasses (which, fortunately, were not altered), told me they would remake the lens, and adjust the PD.
So then they are processing your request for new glasses and they are trying again? I don't understand what the question is. You can either keep asking them for new replacements, or go somewhere for glasses.
Going forward, in my opinion you should replace your glasses less -- even if it's the same prescription, you get used to the glasses you have. Any time you change them, it's going to feel a little different, in my experience. Instead of having a single pair you replace if it gets a scratch, get multiple pairs of glasses. I know glasses are expensive at brick-and-mortar glasses shops, which is why I order mine online. I recommend Classic Specs and Warby Parker -- they will send you a try-on kit to see how they look on your face, and then you can order them for $90 a pair. I have even cheaper back-up glasses too from Zenni Optical (I paid like $20) and 39dollarglasses.com -- these places don't do home try-ons, but they give you really cheap back-up glasses or sunglasses. Get your pupillary distance from your doctor's office so you can buy online.
I do agree you're taking this more personally than you should -- sometimes places have bad customer service and fuck everything up. I don't think it's about you. So, I think that getting mad at them about the number not being updated after the fact or asking the manager "why he never said anything in the first place" isn't very helpful. It just makes things take longer and makes things more tense. I understand getting frustrated -- I definitely do that too, but it's true you catch more flies with honey than vinegar. Scolding people, although sometimes I've done it, has never gotten me anywhere. "Why didn't you update my phone number" has no solution or current relevance because once they did update the number, you should've let it go. Just focus on next steps. If they keep making dumb mistakes like that and they are rude, you should just find a new glasses shop and stop giving them your business. Challenging them about moot points won't help you get your glasses.
posted by AppleTurnover at 10:59 AM on September 29, 2015
So then they are processing your request for new glasses and they are trying again? I don't understand what the question is. You can either keep asking them for new replacements, or go somewhere for glasses.
Going forward, in my opinion you should replace your glasses less -- even if it's the same prescription, you get used to the glasses you have. Any time you change them, it's going to feel a little different, in my experience. Instead of having a single pair you replace if it gets a scratch, get multiple pairs of glasses. I know glasses are expensive at brick-and-mortar glasses shops, which is why I order mine online. I recommend Classic Specs and Warby Parker -- they will send you a try-on kit to see how they look on your face, and then you can order them for $90 a pair. I have even cheaper back-up glasses too from Zenni Optical (I paid like $20) and 39dollarglasses.com -- these places don't do home try-ons, but they give you really cheap back-up glasses or sunglasses. Get your pupillary distance from your doctor's office so you can buy online.
I do agree you're taking this more personally than you should -- sometimes places have bad customer service and fuck everything up. I don't think it's about you. So, I think that getting mad at them about the number not being updated after the fact or asking the manager "why he never said anything in the first place" isn't very helpful. It just makes things take longer and makes things more tense. I understand getting frustrated -- I definitely do that too, but it's true you catch more flies with honey than vinegar. Scolding people, although sometimes I've done it, has never gotten me anywhere. "Why didn't you update my phone number" has no solution or current relevance because once they did update the number, you should've let it go. Just focus on next steps. If they keep making dumb mistakes like that and they are rude, you should just find a new glasses shop and stop giving them your business. Challenging them about moot points won't help you get your glasses.
posted by AppleTurnover at 10:59 AM on September 29, 2015
I don't want to be a repeat complainer, but I also just want my warranty replacement eyeglasses, and to understand why I was given misinformation at the first location, and to get proper replacements that are like-for-like without any issues - and why I was told by A yesterday that they'd increase or decrease the PD (wasn't clear).
I think you'll have a much easier time if you scale back your expectations to just getting your replacement eyeglasses.
You were given misinformation because they suck at customer service.
It's too late to have this transaction without any issues.
It doesn't matter why you were told anything by A yesterday.
The only thing that really matters is getting replacement glasses that work for you. Any further interaction required to get the appropriate glasses can pretty much be distilled down to: Do these glasses work? If yes, take them and end the interaction. If no, say, "These glasses do not work. Please fix them." The motivations behind anyone else's behavior are completely irrelevant.
If I were you, once I got these glasses, I would stop patronizing this store, as working with this organization repeatedly seems pretty equivalent to hitting one's head against a brick wall and complaining that it hurts.
posted by jaguar at 11:11 AM on September 29, 2015 [4 favorites]
I think you'll have a much easier time if you scale back your expectations to just getting your replacement eyeglasses.
You were given misinformation because they suck at customer service.
It's too late to have this transaction without any issues.
It doesn't matter why you were told anything by A yesterday.
The only thing that really matters is getting replacement glasses that work for you. Any further interaction required to get the appropriate glasses can pretty much be distilled down to: Do these glasses work? If yes, take them and end the interaction. If no, say, "These glasses do not work. Please fix them." The motivations behind anyone else's behavior are completely irrelevant.
If I were you, once I got these glasses, I would stop patronizing this store, as working with this organization repeatedly seems pretty equivalent to hitting one's head against a brick wall and complaining that it hurts.
posted by jaguar at 11:11 AM on September 29, 2015 [4 favorites]
The how and why of the previous poor customer service doesn't matter. It was just that, poor service. You need to focus on getting your (too frequently replaced imo) new glasses. Take a deep breath and wait until the glasses arrive then try them on and either take them home or ask for them to be fixed.
As a former customer service manager you are already "the customer who cried wolf". If you brought any/all of these issues to me I would know that you are just fishing for a discount/free shit. The issue is that your glasses are already free so there's nothing for me to discount. I *might* consider giving you a coupon for a discount on your next pair but given that your story indicates you've been down this road before I might not be so generous.
From your point of view you can request an apology and try to push for a future discount but you would likely be better served by a full service optometrist office that has much more individual attention rather than a chain. You indicate that you have special requirements and that this is very important to you, find a service provided who can give you the individual attention you want. That is not this place.
posted by saradarlin at 3:11 PM on September 29, 2015
As a former customer service manager you are already "the customer who cried wolf". If you brought any/all of these issues to me I would know that you are just fishing for a discount/free shit. The issue is that your glasses are already free so there's nothing for me to discount. I *might* consider giving you a coupon for a discount on your next pair but given that your story indicates you've been down this road before I might not be so generous.
From your point of view you can request an apology and try to push for a future discount but you would likely be better served by a full service optometrist office that has much more individual attention rather than a chain. You indicate that you have special requirements and that this is very important to you, find a service provided who can give you the individual attention you want. That is not this place.
posted by saradarlin at 3:11 PM on September 29, 2015
Response by poster: @saradarlin - not trying to threadsit, but wanted to clarify. I only got two discounts in the past three years. The other interactions with the corporate customer service manager was related to clarifying communications and understanding specific policies.
I am definitely NOT intentionally trying to fish for discounts or free stuff.
Anyone has recommendations for good optometrists in the DC area? One that accepts United HealthCare?
posted by dubious_dude at 5:12 PM on September 29, 2015
I am definitely NOT intentionally trying to fish for discounts or free stuff.
Anyone has recommendations for good optometrists in the DC area? One that accepts United HealthCare?
posted by dubious_dude at 5:12 PM on September 29, 2015
This thread is closed to new comments.
FWIW, I had a good experience with MrEyeDr in Eastern Market and I have a pretty strong prescription.
You've posted about this in the past and I don't have any recommendations for how you can resolve this with MrEyeDr though.
posted by k8t at 9:32 AM on September 29, 2015