Sam's Club

Good Morning,

I shop at both pf your Sams stores, Morgantown and Clarksburg WV locations. On Friday 5/7, I called your Morgantown WV optical department to ask about repairing or replacing my glasses. They had broken while I was removing them from my face and were still under warranty. On Friday, Morgantown had told me that I could go to either store to get them replaced. I drove to your Clarksburg WV store today (5/10) to get my glasses ordered. Neither store had my frame in their inventory. When I arrived, I stood at the desk area for a few minutes to wait my turn. I asked what turned out to be the manager (Matt) if I could look at the frames while waiting. He refused to allow me to. When I explained what the situation was and what I had been told, it was clear he did not really want to help me. He immediately passed me off to his assistant who did not even greet me. Next thing I knew, he is back to sitting in front of me again (musical chairs?). He got in his computer and informed me that he had found my frames. Since I was told on Friday that I could just pick a different pair, that is what I expected to do. I needed to get these glasses ordered as I am a student and am on my compute quite a bit. Once again, he refused me. I told him that I had been to my eye doctor and that my prescription had changed slightly. Once again, he refused the script and said they had to use the one that was in the computer. I proceeded to call Morgantown to tell them what was going on. After I was finished with my call, I walked over to 'Matt' and informed him that I would be complaining to Sam's about him. Before leaving the store, I asked to speak to a manager. Matt was already on the phone with his manager. Here came Lauren, a very nice, understanding, and accommodating manager. She went to speak with him, and I followed pretty far back. I was very upset to see that he had allowed someone else to look at the frames shortly after I walked away. He told Lauren the reason he did not allow me to look was due to him still being on lunch or break. Had I known that, I would not have expected him to wait on me. Lauren tried to get me to allow him to help me and since it had been a bad experience, I refused and decided to check about returning to the Morgantown Store. Matt was acting very different from what I had seen a few minutes earlier. I had called Morgantown and spoke to Anna a second time just to make sure they were going to still be able to help me. I decided as much as I did not want to drive over 40 miles to the Morgantown store, I would drive it. Just for the record Anna was helpful, understanding, and patient. I know that I would not have experienced that at the Clarksburg location. I had driven from my house to Clarksburg (25 miles), then 40 to Morgantown, and 25 to return home. Matt never offered to call his manager to see if they could help me. He was unwilling to take my prescription and it turns out they would have needed it since my old one had expired. Right after I left the area, he allowed a woman back to look at the frames. Why was I treated this way (i.e., not allowed to browse, not allowed to get a different frame, and my script wasn't to be considered)? Was it necessary for me to drive 90 miles at almost $3.00 per gallon of gas just to have a better experience? If more information is needed, you can call me at [protected], speak with Lauren or Anna. Thank you for your time and consideration.

P Morris