- Report: #316582
Complaint Review: Lens Crafters - Towson Maryland
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Lens Crafters
Dulaney Valley Road Towson, 21234 Maryland, U.S.A.
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Lens Crafters Customer Service Lacking - Unconditional Return Policy? Towson Maryland
Lens Crafters has lost me as a customer.
On a slow Thursday afternoon a few days ago Lens Crafters fit me for new glasses with progressive lenses. I told the representative at the onset that I did a lot of close work, computer work and that speed reading was important. I did not want to move my head to read a page. I said "My expectation is to be able to read an entire page of text left to right as I can today".
Then came the sales pitch - would I like this lens, that coating, etc? How about two pair? What about sun glasses? I said my current progressives met my needs but were weak distance wise (as the ophthalmologist indicated) and I did not need anything more than a quality progressive lens that would allow me to read quickly.
I specifically asked for a larger frame / lens size so that I would have lots of reading room.
I picked my glasses up later that day to find that I could only focus on a single column of text on a magazine page. The other two columns (left and right) were completely out-of-focus. I was told "Your eyes need to adjust to the new lenses" (I was skeptical because my reading strength had not changed from my old glasses). Two hours later I tried to use my computer and could not see the entire screen.
The next day I went back to the store where they checked my old glasses and my new glasses - the reading strength was the same - surprise. The slug size of the lens was the same. What could the problem be? The manager spent an hour adjusting the frames. No change. They then setup a return appointment with the ophthalmologist next door. Only they forgot to complete the paperwork and didn't tell me I needed paperwork.
On Monday I returned to the ophthalmologist's office and they said "Where is your blue and white form"? Apparently the manager of the store failed to handle this detail - so I had to go back over to the store where they took all the measurements again and tested my glasses etc. This took fifteen minutes after a half hour wait to see a frame specialist. The employee recorded everything on a form titled - "REWORK AVOIDANCE WORK SHEET" - now there is something every customer should see, read and understand. What a customer friendly term.
The manager came over to check the form and said - "We have a higher quality progressive lens that will solve this problem and it will only cost you $90 more before discounts are applied". Hurray! Pardon my sarcastic attitude here. At the start of this process I made it very clear what was important to me. Was anybody listening? No (my opinion - they were too busy selling me to listen). Is anyone listening now? No. If they had been, the lens would have been on the house.
I went back to the ophthalmologist. We checked my eyes again - spot on perfect prescription. Looks like the lens. So now another hour has gone by. I headed back over to the store. I told the manager I wanted to return my glasses using the 30 day unconditional guarantee, that they were purchased Thursday the week before and what I had been through so far. I was very careful not to accuse, berate or personalize the issue. My receipt was in the car, but I was certain that we could arrange a return. I was told no return without the receipt.
Here is where it gets fun - I went back to my office, worked the rest of the day and returned later after the Lens Crafters' shift change. I spoke to a manager and said that I had lost my receipt and needed a copy for tax purposes - they printed a new on for me on the spot. I used it to return my glasses.
It is my opinion that this company is motivating their employees to move product for the average person. Using the 80/20 rule, I guess I'm in the 20% of customers who need something a little different and high employee turn-over and sales spiffs make it almost impossible for Lens Crafters to meet the needs of a person who wants a consultative sales session.
Motivating an employee with a higher commission and not being concerned with outcomes (satisfaction after 60 days) makes this company the fast food of eye care. I bet they could win the J.D. Powers "Best In Initial Quality Award" - the one designed for cars that fall apart after six months but have great curb appeal. Yes, If you pay J.D. Powers enough money, they will design an award that even the worst product or service can win.
No wonder we don't trust corporations anymore.
Sheesh
Podstorage
Baltimore, Maryland
U.S.A.
Click here to read other Rip Off Reports on LensCrafters
On a slow Thursday afternoon a few days ago Lens Crafters fit me for new glasses with progressive lenses. I told the representative at the onset that I did a lot of close work, computer work and that speed reading was important. I did not want to move my head to read a page. I said "My expectation is to be able to read an entire page of text left to right as I can today".
Then came the sales pitch - would I like this lens, that coating, etc? How about two pair? What about sun glasses? I said my current progressives met my needs but were weak distance wise (as the ophthalmologist indicated) and I did not need anything more than a quality progressive lens that would allow me to read quickly.
I specifically asked for a larger frame / lens size so that I would have lots of reading room.
I picked my glasses up later that day to find that I could only focus on a single column of text on a magazine page. The other two columns (left and right) were completely out-of-focus. I was told "Your eyes need to adjust to the new lenses" (I was skeptical because my reading strength had not changed from my old glasses). Two hours later I tried to use my computer and could not see the entire screen.
The next day I went back to the store where they checked my old glasses and my new glasses - the reading strength was the same - surprise. The slug size of the lens was the same. What could the problem be? The manager spent an hour adjusting the frames. No change. They then setup a return appointment with the ophthalmologist next door. Only they forgot to complete the paperwork and didn't tell me I needed paperwork.
On Monday I returned to the ophthalmologist's office and they said "Where is your blue and white form"? Apparently the manager of the store failed to handle this detail - so I had to go back over to the store where they took all the measurements again and tested my glasses etc. This took fifteen minutes after a half hour wait to see a frame specialist. The employee recorded everything on a form titled - "REWORK AVOIDANCE WORK SHEET" - now there is something every customer should see, read and understand. What a customer friendly term.
The manager came over to check the form and said - "We have a higher quality progressive lens that will solve this problem and it will only cost you $90 more before discounts are applied". Hurray! Pardon my sarcastic attitude here. At the start of this process I made it very clear what was important to me. Was anybody listening? No (my opinion - they were too busy selling me to listen). Is anyone listening now? No. If they had been, the lens would have been on the house.
I went back to the ophthalmologist. We checked my eyes again - spot on perfect prescription. Looks like the lens. So now another hour has gone by. I headed back over to the store. I told the manager I wanted to return my glasses using the 30 day unconditional guarantee, that they were purchased Thursday the week before and what I had been through so far. I was very careful not to accuse, berate or personalize the issue. My receipt was in the car, but I was certain that we could arrange a return. I was told no return without the receipt.
Here is where it gets fun - I went back to my office, worked the rest of the day and returned later after the Lens Crafters' shift change. I spoke to a manager and said that I had lost my receipt and needed a copy for tax purposes - they printed a new on for me on the spot. I used it to return my glasses.
It is my opinion that this company is motivating their employees to move product for the average person. Using the 80/20 rule, I guess I'm in the 20% of customers who need something a little different and high employee turn-over and sales spiffs make it almost impossible for Lens Crafters to meet the needs of a person who wants a consultative sales session.
Motivating an employee with a higher commission and not being concerned with outcomes (satisfaction after 60 days) makes this company the fast food of eye care. I bet they could win the J.D. Powers "Best In Initial Quality Award" - the one designed for cars that fall apart after six months but have great curb appeal. Yes, If you pay J.D. Powers enough money, they will design an award that even the worst product or service can win.
No wonder we don't trust corporations anymore.
Sheesh
Podstorage
Baltimore, Maryland
U.S.A.
Click here to read other Rip Off Reports on LensCrafters
4 Updates & Rebuttals
Brad
Brookfield,Connecticut,
U.S.A.
That stinks
#2Consumer Comment
Mon, July 07, 2008
I am very sorry to hear you had issues with your progressives - thank god i did not I do have a ? for you - are you certain that during that conversation - you did not imply you did not want that lens with more viewing area > ? With my pals - i have tried many - and with differant outcomes - however i do know there is such a wide cost differance - and also quality for some - some folks can put on some of these newer lenses - and love them - some can not - as for that rx - issue - One thing does nto make sense - you state that the reading power did not change - >> are you referring to the say +2.00 or +2.50 numbers ? If u are - and based on your post - (( the dist. changed ) --- well i hate to tell u but with any bifocal or progressive - you actually need to take the combo of everything - so IF THE reading power did not actually change -- but you state the dist did -- that ADD power MUST have changed - to get the same end result - (( the same reading power )) If that add power did not change - well i hate to say it your reading did -- Now granted it many or may not have been to much - but in the end it did change - Lastly - I am one that goes into a place for glasses - and alwasy want the latest and greatest - no matter what the price is - i do not get glasses to many times a yr -a nd i know the improvemnt and new products that come out - so therefore i don't go to the cheap - the last pr of my progressives where something called a free form by varilux - with a high index - and ran me over 750 just for the lens - I LOVE them - once i got adjusted - I would also be cautios - when the doctor says nothing changed - are the numbers exactly the same - i have seen so many times the ods and mds say - oh no change when in fact the num bers are not the same - HOW can this be ???? best of luck - hope u made out well
Brad
Brookfield,Connecticut,
U.S.A.
That stinks
#3Consumer Comment
Mon, July 07, 2008
I am very sorry to hear you had issues with your progressives - thank god i did not I do have a ? for you - are you certain that during that conversation - you did not imply you did not want that lens with more viewing area > ? With my pals - i have tried many - and with differant outcomes - however i do know there is such a wide cost differance - and also quality for some - some folks can put on some of these newer lenses - and love them - some can not - as for that rx - issue - One thing does nto make sense - you state that the reading power did not change - >> are you referring to the say +2.00 or +2.50 numbers ? If u are - and based on your post - (( the dist. changed ) --- well i hate to tell u but with any bifocal or progressive - you actually need to take the combo of everything - so IF THE reading power did not actually change -- but you state the dist did -- that ADD power MUST have changed - to get the same end result - (( the same reading power )) If that add power did not change - well i hate to say it your reading did -- Now granted it many or may not have been to much - but in the end it did change - Lastly - I am one that goes into a place for glasses - and alwasy want the latest and greatest - no matter what the price is - i do not get glasses to many times a yr -a nd i know the improvemnt and new products that come out - so therefore i don't go to the cheap - the last pr of my progressives where something called a free form by varilux - with a high index - and ran me over 750 just for the lens - I LOVE them - once i got adjusted - I would also be cautios - when the doctor says nothing changed - are the numbers exactly the same - i have seen so many times the ods and mds say - oh no change when in fact the num bers are not the same - HOW can this be ???? best of luck - hope u made out well
Brad
Brookfield,Connecticut,
U.S.A.
That stinks
#4Consumer Comment
Mon, July 07, 2008
I am very sorry to hear you had issues with your progressives - thank god i did not I do have a ? for you - are you certain that during that conversation - you did not imply you did not want that lens with more viewing area > ? With my pals - i have tried many - and with differant outcomes - however i do know there is such a wide cost differance - and also quality for some - some folks can put on some of these newer lenses - and love them - some can not - as for that rx - issue - One thing does nto make sense - you state that the reading power did not change - >> are you referring to the say +2.00 or +2.50 numbers ? If u are - and based on your post - (( the dist. changed ) --- well i hate to tell u but with any bifocal or progressive - you actually need to take the combo of everything - so IF THE reading power did not actually change -- but you state the dist did -- that ADD power MUST have changed - to get the same end result - (( the same reading power )) If that add power did not change - well i hate to say it your reading did -- Now granted it many or may not have been to much - but in the end it did change - Lastly - I am one that goes into a place for glasses - and alwasy want the latest and greatest - no matter what the price is - i do not get glasses to many times a yr -a nd i know the improvemnt and new products that come out - so therefore i don't go to the cheap - the last pr of my progressives where something called a free form by varilux - with a high index - and ran me over 750 just for the lens - I LOVE them - once i got adjusted - I would also be cautios - when the doctor says nothing changed - are the numbers exactly the same - i have seen so many times the ods and mds say - oh no change when in fact the num bers are not the same - HOW can this be ???? best of luck - hope u made out well
Brad
Brookfield,Connecticut,
U.S.A.
That stinks
#5Consumer Comment
Mon, July 07, 2008
I am very sorry to hear you had issues with your progressives - thank god i did not I do have a ? for you - are you certain that during that conversation - you did not imply you did not want that lens with more viewing area > ? With my pals - i have tried many - and with differant outcomes - however i do know there is such a wide cost differance - and also quality for some - some folks can put on some of these newer lenses - and love them - some can not - as for that rx - issue - One thing does nto make sense - you state that the reading power did not change - >> are you referring to the say +2.00 or +2.50 numbers ? If u are - and based on your post - (( the dist. changed ) --- well i hate to tell u but with any bifocal or progressive - you actually need to take the combo of everything - so IF THE reading power did not actually change -- but you state the dist did -- that ADD power MUST have changed - to get the same end result - (( the same reading power )) If that add power did not change - well i hate to say it your reading did -- Now granted it many or may not have been to much - but in the end it did change - Lastly - I am one that goes into a place for glasses - and alwasy want the latest and greatest - no matter what the price is - i do not get glasses to many times a yr -a nd i know the improvemnt and new products that come out - so therefore i don't go to the cheap - the last pr of my progressives where something called a free form by varilux - with a high index - and ran me over 750 just for the lens - I LOVE them - once i got adjusted - I would also be cautios - when the doctor says nothing changed - are the numbers exactly the same - i have seen so many times the ods and mds say - oh no change when in fact the num bers are not the same - HOW can this be ???? best of luck - hope u made out well
