My husband and I get our glasses from Lenscrafters. I had a problem the last time.
The last TWO times there was a problem with his. On his previous pair even though he paid extra for the so-called scratch resistant coating, his glasses became horribly scratched. He was told that they were scratch resistant, not scratch proof. They told him that and let him walk out.
The current prescription has what is undoubtedly a defect in the way the lab made them. He has transition lenses, and where the screws go into the lenses the coating is separating from the lens. After my constant urging he finally went into the store where he got them (107th St & B-Way) and he was told that he had just missed the warranty period. He was offered nothing!
Again, they just let him walk out without offering him any solution or discount of any kind if he got new lenses. This is obviously a manufacturing defect and not something he did. I just found out about this. This is totally unacceptable!
This is not just poor customer service. This is NO CUSTOMER SERVICE!
And I intend to tell everyone about it. Lenscrafters has lost us as customers and I will tweet, facebook, and write consumerist.com, Gripe, BBB, and anyone else I can think of so that everyone with an internet connection knows how lenscrafters treats a loyal customer.