Visited a few weeks ago, picked out some sunglass frames and waited quite a while to be served. When an agent sat down with me to take the order, she deemed the opthamologist's prescription 'incomplete' and 'expired.' Given that it had still been within a year since my last opthamologist's visit, the prescription should still have been valid. Instead of offering to call my physian's office to investigate the discrepancy, I was simply told that I could have a same day exam by one of their doctors. Preferring to go back to my own doctor to find out what the issue was (somebody didn't update the prescription to reflect the most recent office visit / eye exam and they had no explanation why, but did indicate that the prescription was indeed 'complete'). I think the Eyeglass World agent made the proper notation on the paperwork for the frames selected; she said 'just come back' with the updated prescription. When I did that, I was greeted rudely by the woman at the reception desk where patients sign in for eye exams. There was nobody at the customer service desk. I didn't see the frame style I had selected earlier on display, so I asked if she could just check my record to tell me whether or not they had noted the frames selected. She then told me she 'had no way of doing that.' In this day and age, with so many things that are computerized, was she daring to tell me that they didn't have any 'existing customer' record for me? No record of previous purchases? No record of the attempted transaction that had to be put on hold? Unbelievable! Or was she trying to say that there is no way to put notes in a customer's record? It felt like she just didn't want to be bothered and was giving the 'brush-off,' so I called the national customer service phone number to find out whether notes can be put into a customer's record. The lady who answered the phone was very cordial and confirmed that 'yes,' notes can be entered into a customer's record and called the store to report the incident. Then she invited me to 'return to the store' to bring it up with the manager! No offer to have the manager call to follow up. When I pointed out that lack-of-service to her, she said 'yes' a manager could call to follow up. Sounds like a customer may have to make a specific request for follow-up!
Not sure what is happening at the Greenwood store lately, because in the past I had received really good customer service. And even though it many times required a substantial wait, I do feel like the agent who first tried to fill the order was cordial and tried to give good customer service, but lacked either the skill or autonomy to handle a situation that requires verifying an existing prescription issued by someone other than one of their staff doctors.
A general criticism I have for Eyeglass World is that although visits with their physicians can be booked online and in store, it does not look like they have a way to book return visits to the store for other purposes, such as completing an order or for fit-checks for glasses.
We’re very sorry you had an unpleasant experience with us. Thank you for your feedback. This isn't the kind of experience we want our customers to have, and we’d like to have someone from corporate management contact you about this. Please email us at firstname.lastname@example.org, and include the location you visited (city and state are most helpful), date of your visit, and your phone number so we can help as quickly as possible.