New Eyeglasses Fiasco
My eyeglasses vanished over the holiday break. This wasn’t a huge loss since I badly needed an updated prescription anyway, and the frames were not great either.
I went into my eye doctor on a Saturday and picked out some frames. There was something odd with my insurance, so we were told they’d call the insurance Monday and then figure it out. I called my insurance myself (as I hadn’t heard from the doctor after a few days) and found out they just needed a manual override. I went in the next weekend to buy the frames I had chosen. I discovered they had been sold to someone else (even though he put them in my file and physically took them off the shelf). I sighed, said they could order them, and was told it would be about a week.
Forever later (much more than a week), after multiple calls from me to them, my frames came in. (They never called me when they said they would!) I happened to have an appointment nearby that day, so I rushed in and picked them up and paid. It was only when I got home later that I realized… they were the wrong color. Completely.
To be fair, they had two shades of blue: navy and a light grey-blue color. Over the phone I had just confirmed I wanted blue. As in, the blue frames I had tried on, clearly! (And that had matched my eyes! My eyes are not navy!) I wasn’t aware there was another blue, and apparently his catalog no longer showed the lighter blue.
Annoyed, I called again to complain. My bargaining position is low, since I have already paid for these. They agreed to try to get the light blue, but he clearly did not believe that I had tried on a different color. He said that sometimes the batches of plastic have slight deviations in the shade. He brought this up like 3-4 times in our conversation, and I kept saying that it was not a deviation. It was an entirely different color. (I found the two shades with different names on the internets. They are not even close to the same.) I could tell he thought I was wrong, even when the conversation ended.
So now I’m waiting. I sent them a link to the frames I found online. Taking into consideration insurance, I could buy these “out-of-network” for about $67. The frames I bought in their store cost me about the same (since they are priced much higher). I’m not sure if you can actually return frames and get your insurance back, so I’m hoping they will somehow order them for me (from the internet) and just exchange them for me. I mean, really, I don’t care, I just want the frames I had tried on. I’m also sure I won’t hear back from them until I call them myself.
I’m so annoyed at the customer service. They are the nicest people I’ve worked with in a doctor’s office, but this isn’t the first time they have been disorganized (definitely the worst). I only replace my eyeglasses once ever 2-3+ years, so it i important for me to get what I want.
Stay tuned for a follow-up post in which they somehow redeem themselves. I hope that happens! I really don’t want to find a new eye doctor. These people are close to my apartment and open Saturday mornings. And nice. But seriously. This has been ridiculous!