Clearly

August 11

Went down town Toronto at 6pm to visit the brick and mortar store.

So under staffed they didn’t have time to service me before close. They told me that I could order online to get express shipping.

I call customer service line before ordering to ask about the OS height and I was advised that as long as I had PD it didn’t matter.

I ordered the glasses based on the information I received that day.

August 17

My paid for express shipping order is delivered and I’ve discovered that the information I’ve been given was incorrect. I cannot see out of my glasses because the Os is wrong. (Non existent)

I call customer service again and stress that I need these glasses for my wedding and I’m

Not paying for shipping again since I was given the wrong information.

I am promised expedited shipping and priority order manufacturing. I just needed to go back into the store and tell them to look at my account for the notes.

August 18

I go back down town tomorrow (I live in Oshawa) at rush hour after work. That is 2 hours of my life again. I get to the store and tell them about the notes and the deal the customer service representative set up only to be told that they have no way to accommodate that.

I call up customer service and wait 45 mins for an answer. The representative tells me that she checked and the store actually can’t accommodate what she promised.

So I’ve wasted my time coming in and a week of ordering the glasses in store.

I ask to order the glasses over the phone and they can just add in the OS number and apparently that’s not possible.

I’m not sure why you even offer the option to order glasses online. There is no disclosure that if you have a higher prescriptions that you need the OS. Nothing prevents you from ordering glasses online.

The retail store stays after closing time to help fix the mess online has created. I order through them.

August 19

I call up customer service to discuss the gross negligence that has happened with this order.

The ‘supervisor’ tells me how they are sorry and that she will personally be ‘coaching’ the staff that gave me the wrong information. Great news but that doesn’t fix my problem. I repeatedly ask how we are going to fix this and make it right. The question she can’t answer and she continues to skirt around the question.

Being time deaf, she offers a store credit online, knowing full well that they can’t accommodate what I need. It sounds like she’s just reading off a script.

She consistently tells me that online and retail are not affiliated and can’t help eachother. Get her staff lord throughly their teeth about promises they offered.

Then she tells me that she can ask the store to refund me more money, but if they are not affiliated, how can they make the store refund me money?

I continue to ask how they are going to fix this for me and she cannot answer me.

I ask for someone who can answer my question if she can’t.

I get a scheduled call with a ‘manager’

August 21

My scheduled call with the ‘manager’ takes place. I ask the same question how they are going to make it right, and they still dodge the question.

She tells me that she actually cannot make the store refund me money, yet her supervisor’ stated that they would be able to. So again, more lies.

All I want is the glasses promised before sept 13 at this point. She tells me that she is going to call the store and find out the status of the glasses on the 22nd and that she would call me that evening.

I told her that she better make it the 23rd because the store is closed and they are likely going to over promise and under deliver again. So I have another scheduled call on the 23rd for a status update.

I told her that this better become someone’s full time job to follow up on the status of my glasses because this is not my mess to clean up.

Summary to date:

I’ve been lied to constantly by multiple tiers of management.

No one wants to fix the problem or seems to care.

When I asked how WE can fix this, I get nothing.

When I ask how THEY would feel if they were me, they cannot answer.

Their staff have no business giving any direction. Their staff are undertrained. They need to be held accountable. The company needs to fix what their staff have messed up.

They are playing with peoples vision, money, livelihoods and time.

Had I been given the correct information from day one, I would not be here writing this.

This is false advertising, bait and switch, unprofessional, dishonest, disappointing, poor customer service and I’m beside myself wondering how such a great company I’ve sworn by for years has taken such a nose dive to scummy business practices.

After this I will never grace their doors again.