Several months ago I went to the Hour Eyes location in Manassas, VA to get my vision checked and get contact lenses. While making the appointment on the phone they asked if I wanted to get glasses or contact lenses. I told them that I wanted to get contact lenses and the appointment was made for the next day during my lunch hour.
The following day I fill out all requisite forms and get my eye exam. After the exam is completed they told me to look around for frames while I wait to be helped. I then reminded them that I was there for contacts - not glasses - as I had told them when I made the appointment AND also on my paperwork. They tell me that I need to wait and have a fitting done for the contacts but by this point I have wasted my lunch our and have to go back the next day to finish the exam.
The next day I go back and have my contact lens fitting. I am given a pair of trial lenses and am told that they will order a six month supply of contacts for me. Almost 4 weeks go by without a call or voicemail from Hour Eyes. I finally call them back and ask if my contacts have arrived in the store. The lady I spoke with on the phone puts me on hold for a few minutes, comes back on the phone and tells me that somehow my paperwork was filed back and my contacts were never ordered.
At this point I am getting pretty frustrated but the lady offered to rush my prescription and they will have them in three days. I tell her that I will come to the store to pick them up. I go to the store on the fourth day to get my contacts. Another lady now tells me that she had just sent me a letter explaining that I had not had a fitting and the prescription could not be filled without it.
A letter? Why not a phone call? It takes 3 to 4 days to get a letter and only a few seconds to get a phone call! Go figure. I explain to the lady that I was in the store a month ago and had a fitting and she expressly said that I had not had a fitting. I am so mad and disgusted with them at this point that I simply walk out of the store. I could not possibly speak at this point without yelling at the lady so it was better that I left the store to cool down.
After a little research I emailed Hour Eyes Customer Service and managed to speak with the Regional Manager of Hour Eyes. I can't remember her name but she was very nice and tried to make it right which I have to commend her for. I simply said that I wanted to get the contact lenses and told her that I would not go back to that location but I would go to the location in the Fair Oaks Mall:
Fair Oaks Mall
Lower level next to Macy's
11903-L Lee Jackson Memorial Hwy. #G133
Fairfax, VA 22033
Phone: (703) 218-8036
I had a hard time having my information faxed from the Manassas store to the Fair Oaks store. The ladies at the Fair Oaks store gave me an attitude when I asked them to have my information faxed over from the Manassas store. They expressly told me "I'm busy, I'll get to it later." over the phone. They never did. To make an epic novel a little shorter I had my information and the information for my Wife and two Daughters faxed to another optician that is in no way affiliated with Hour Eyes.
I have never in my life had such a bad experience getting something as simple as contact lenses. That is their business however the people that they hire are incompetent at best. My Wife and oldest Daughter have gone there before and have had good experiences with Hour Eyes but for some reason this time everything that could possibly go wrong did. I will never set foot inside Hour Eyes again and I would warn anyone thinking of using their service to go somewhere else. End of rant.
0 comments