For the simple reason of not knowing where to turn, I am writing you today regarding the problems that I have encountered with America’s Best Contacts & Eyeglasses. I feel that I have everything possible in order to find resolve in this situation. Any help that you might give me would be very much appreciated.
On March 12th I went to America’s Best Contacts & Eyeglasses located at 19 N.W. Barry Road, Kansas City, Missouri in order to inquire about the purchase of a pair of new eye glasses. After choosing a frame, one of the staff at the store proceeded to do the required services in order to choose the lens and the specifics that I told her that I wanted. I showed the technician the glasses and frame that I was currently wearing and told her that I wanted the same lens type and frame type like those I have, which was is very light weight. I also ordered the anti-glare option along with the transitions type lens which changes from clear to dark when exposed to the light. The total for the glasses was $312.69. The technician informed me that my new glasses would be ready in two weeks. When I went to pick up the new glasses, they were not what I had ordered as the lenses were very heavy and thick. I questioned her about the lens; she replied that I had not ordered the lighter weight glasses. I explained to both she and her manager that at the time I ordered the glasses, I specifically showed the technician what I wanted by showing her the glasses that I was currently using. She assured me that they would be the same type of glasses which was the light weight type. The glasses that she had ordered were standard glasses which are extremely heavy.
The employee told me to wear the glasses to see if I might “get used to them”. I did try to wear them for a couple of weeks, but I was left with daily headaches, facial pain as they were very uncomfortable to wear. I returned to talk to the manager and requested that either the glasses be made correctly as I had originally requested or that they refund me my money so I could go to another provider for my glasses. The manager became very irritated and angry. She told me that the glasses where what I ordered and she would not do anything about the situation. She was very unprofessional in dealing with me, raised her voice and told me to leave the store. I was appalled to think that any customer would be treated as I was treated by this manager, especially when I was referred to Americas by a friend. I then called the National customer service line. After explaining the situation to the, they said that they would charge me an additional $75.00 to correct the problem with the glasses. I told them that I didn’t think it was fair to ask me to pay another $75.00 to correct a problem that they created initially. They brought the additional price down to $35.00. Although I didn’t want to pay the additional charge to do the fact that the Barry Road store made the mistake, so rightfully they should pay the additional fees, the bottom line is that I wanted glasses that wouldn’t cause me the problems that the one’s they made for me were causing. I agreed to the $35.00, as you can see the charge on my credit card statement.
The store called me to say that the new glasses were in. I went to pick the glasses up, however after trying the glasses on, the new pair is still not correct. I have acute headaches when I wear the glasses. I have been back to the store several times in order to correct the problem. However, they put me off telling me that I need to “get used to the glasses”. Now, after returning to the store again, they tell me that there is nothing that can be done as it has been over 30 days and they cannot take the glasses back. I again, explained to them that the glasses were not right, that I still get headaches from wearing them, they refuse to do anything about the situation. The manager who was rude in the previous visits was in the store. I tried to leave the glasses on the counter. She proceeded to pick the glasses up, grabbed my shoulder and shoved them in my shirt pocket saying that if she had to chase my car down she wouldn’t allow the glasses to be left in “her” store! I have never witnessed such behavior from someone who is responsible for a retail operation! I then called the representative while I was in the store, all the while the manager was making comments on the way I talk (I have a slight accent), basically making fun of the way I communicate. She then said, “I know how you treat your customers; I’ve done some research on your company and its practices”. I am a business owner, and I assure you that I would terminate anyone who works for me for talking to a customer in the manner that the manager of Americas talked to me! I felt that I was threatened by this employee, which made me feel very uncomfortable. It was like she has a personal vendetta with me. Her behavior was very strange to say the least. I feel that I have done everything humanly possible to resolve this situation with the store.
As you can see this has been an ongoing problem since the first day I walked into their store. Again, I tried to return the glasses to the store to no avail as the manager shoved them in my pocket forcefully threatening to chase me out the door, even threatening to chase my vehicle! The glasses that I ordered were never made, instead a pair of glasses that I suppose they chose to make were delivered. I have been more than patient, making numerous trips to the store in order to get this matter rectified. I wouldn't recommend this company to ANYONE wishing to get new glasses!
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