January 10th, 2010: Arrived at first appointment 10 minutes early and was there for 2-1/2 hours. I didn’t get to see the doctor until a half hour after my appointment time. And one of the sale reps asked for assistance from other employees multiple times while I waited patiently. Then, manager Sarah took over after I made a complaint about having to wait around for so long.
January 25th 2010: Came into store to pick up contacts. Contacts were located in the store but in the same room with Lenscrafters executives. Store Manager Sarah promised to mail them to my work in Stockton which would arrive by Saturday (1/30/10). She verbally promised this to me.
January 30th 2010: Contacts not received as promised.
February 16th 2010: I called to ask where my contacts were and a rep told me that they were shipped to me on the 13th, and so they would not have arrived yet. Representative said he would make sure Sarah would call me when she gets in the next day, and he would double check with Sarah on Saturday when they work together again to make sure she got the message.
February 18th 2010: My fiancé called to inquire to why Sarah did not return my call. The customer rep said that she was with a customer and she would call back after she was finished.
February 19th, 2010: My fiancé called to speak to Sarah, and the person answering the phone said that she was not in and she would be in the next day. My fiancé didn’t leave a message this time; instead he volunteered to call her back.
February 20th, 2010: My fiancé calls to speak to Sarah and after being put on hold for approximately 10 minutes, Sarah finally got on the line and said she would call him back after she finished up with her customers. Sarah did not call back, again.
February 23rd, 2010: My fiancé called Lenscrafters again and asked to speak to Sarah. Sarah claimed to not remember not calling him back on Saturday. Sarah claimed that UPS was at fault for losing my contacts that were supposed to be delivered; she didn’t clearly state whether they were lost back in January or last week. She said that they would now be sending them out on 2 day priority and will now be coming in on the 25th.