My wife, Kelly, went to receive an eye exam and get new contacts for her eyes. Eyeglass World (Grand Rapids, MI) was running a promotion on a specific Bausch & Laumb pair of contacts. They charged us $59 for the exam, and $15 each ($30) for the contacts, a total of 90.80 w / tax that we paid by credit card.
My wife can not wear these contacts in her eyes. They hurt, and she can't keep them in. Carol, the store manager, refuses to give us a credit, or another pair for a reasonable price.
The only solution that the she is offering us, is to pay nearly $90, in addition to what we've already spent, for a pair of contacts that my wife is able to wear (we've got the specs from our last out-of-state doctor), saying that without
the promotion, it would have cost us $165. These contacts that we need are available at other retailers for $14 each,
the equivilant price of the original contacts that my wife can't wear.
We've called other Optomitrists in the area describing our situation, and all have said that it is their policy to keep trying until a product is comfortable with the customer.
The Store Manager, Carol refused to ever call me back (called 3 times & she had an employee call me back), and refused to give me the name of her superior. She gave me the number to the customer service center, who then put me into the Regional Manager's Voice Mail (Faye D'Maico), and now SHE won't call me back. If I treated my customers (CPG company) like this I would get fired, or the company would go out of business!
I've got no problem paying for the exam that she received ($59). I would be more than happy to go to another retailer to buy the contacts that we need (less than $30), but we're still out the $30 for contacts my wife can't wear. I was also told that the store does not have the ability to apply a credit to my card, because this was against their corporate policy.
This is the absolute worst I've ever been treated by any retailer in my entire life. No one in this organization cares about my wifes ability to see, they only see dollar signs.
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