Gloria W.
Yelp
Let me say this, I've never had a worse shopping experience than I had here.
First, I do need to point out that there is only one particular associate I am having problem with. Other sales I talked to were nice.
- The problem started when I went to the shop to adjust my newly bought frames with prescription. The actual technician was inside and never came out. This particular associate just hand my glasses in and ask him to adjust it. I would love to know how technicians can give great adjustments without looking at how the frame looks on the person. But silly me, not trying to cause any trouble, I went along with the associate. I tried the frame on a couple of times and sent it back a couple of times (because the associate was acting as a middle man and the technician may not even know what needs to be adjusted). After a couple of tries, I felt it was still not sitting right on my nose. I voiced my concerns with this associate, he looked very impatient and told me, the technician has tried his best to adjust, so I should be assured.
When I left the shop, little did I know we were going into a pandemic.
- I started to wore the new glasses on that day when I got home. It took me less than 10 mins to realize, yup you guessed it, the glasses do not fit. It slides down every 3 mins to the end of my nose, and I literally cannot wear it at all.
When NYC entered phase 3 opening, I started to call them to schedule a time to possibly see someone to fix the frame. I called the shop, the same person picked up, he first told me I needed to email them to schedule an appointment, calling is not suffice to make an appointment. Very strange but I did it right away. No response.
One week later, I called again. Still the same person, told me he is going to call me back, never heard back from them.
I was so frustrated that I even started to call other locations to see if they have any technician who can adjust the frame for me.
- Let me just say this, what would you feel if you spent $1000 on something that you need to use immediately, tried to fix it before the pandemic but failed, tried to call, email, left voice messages, and never get any kind of customer support?
I don't even feel disappointed, I'm honestly just disgusted at how he can handle any customers like this. I know we are at a unprecedented time, and I'm not asking too much. When someone have such a disrespectful attitude and fail to get anything done, then we have a problem.
I feel the need to point out the exact person I was dealing with, as all other associates I talked to were very nice. I don't remember the name of this particular associate, but he is a short, older, dark-skinned male who has an accent.