My experience with this shop has been highly mixed. This is a store in one of the largest malls in the county, if not the largest. One year ago, young salesmen were very helpful providing opinions re: my frame selection. However, later I realized they did not fit properly (too small). I spent at least $220 on the frames (Prada) and was shocked when the side trim fell off after two months. I did not think it was necessary to buy the insurance because he frames were supposedly of high quality due to the price (ha!). They told me they cold not fix the glasses because they could not order the piece. And after several phone calls arguing with young salespeople on visits, I returned when the manager was present. The manager give me a new pair. At that time, and, each time I visited, I had to wait at least five minutes to get service although my problem was simple. I do not wear these lasses all the time so they do not get constant use. Last month, a screw fell out of these expensive glasses and again, I went back, it was closing time and I had to return again. I was told at my next visit that they did not have the proper screw for my repair so they could not be repaired. They referred me to glasses repair place. Then I wanted to by some products and waited at the desk for 10 minutes in full view of all the salespeople and not one could take a few minutes to check me out.in fact this was the second time that I had to walk out of the store w/o buying an accessory I wanted to buy be cause no one would serve me. The mall was crowded pre-Christmas but there was no one there to help with anything other than selling glasses. They kept on saying "just a minute". Apparently there is a different standard (cultural?) for customer tolerance for waiting— I suggest the following:
1. Do not sell inferior products for high prices without inspecting them despite the fancy name.
2. If you are going to carry a line of products, have screws available for repairs..
3. Please tell you manager there that in the US, customers do not like to wait 10 minutes in view of everyone and then have to bear the humiliation of being ignored and having to walk out. If the manager could not help, there must have been one salesperson that was at a point in the sales process that could take two minutes from a customer to ring up a quick sale. People buying things like glasses like a minute to contemplate a selection or discuss it with a companion. A salesperson would have not lost a sale by helping me..
4. When the store is busy, the manager should be available. A year ago, it wasn't that she was just out to lunch. It was going to be a while before she returned.
Your employees are usually very polite, but if the regional mangers do not make proper decisions about staffing and having parts available, and If you continue to sell inferior products at absurd prices, your customers will disappear.
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