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Lenscrafters Luxottica Complaint - Lenscrafters/Luxottica Does Not Honor Price Quoted

Review by msrozz on 2009-07-22
ARLINGTON, TEXAS -- After having a bad experience at Eyemasters in the same mall your
store is in, I went to Lenscrafters to find new glasses. The person
that helped me that day was P****. She seemed very knowlegeable and
friendly and willing to help me. I told her what I was looking for,
the price I had paid without my insurance at Eyemasters ($279.99) for
designer Armani frames and Essilor lens with progressives and
transitions, uv, scratch resistance-everything! I have Eyemed
insurance. She called your lab to see
if you have the verilux physio 360 lens and she said that they did.
She put it my insurance info in the computer, she put in a generic
frame with a cost of $200.00 and supposidly everything I wanted
including scotchguard. She gave me a total of $277.00 for everything.
She even showed that to me on the computer. I advised her that I had
to get my refund back from Eyemasters (since they did not line to bi-
focal properly the glasses were a mess). I kept in touch with her over
the next few days to let her know
how that process was going. When I got my refund back, I called her
and advised that I would like to come in and pick out a frame and
purchase the glasses. I double checked again to make sure the price
was as quoted as I had done every time I spoke with her. She stated
each time that it was. I told her I could come in on Friday (July 10)
She stated that she was off that day and that I could speak with her
co-worker S**** that day. My sister and I went up there Friday and I
chose a pair of frames that were
$220.00 D & G dd5028 in bronze. I wasn't sure about the color on the
temples so I was advised to drive to the Cedar Hill store or the
Southlake store to view them in another color or see other frames
available. I then drove all the way to Cedar Hill. I live in
Mansfield, so this was not close to my home. I arrived at the Cedar
Hill location and they were very busy so I had to wait quite a while.
They were out of that frame and had ordered a pair in black for
another person but it was already sealed and
ready to be shipped to another customer. I then left, but was advised
that I could go to the North Park Mall location in Dallas to see them
and other glasses. That was much, much farther to drive and I didn't
go. I went back to the Parks Mall location in Arlington on Monday.
S**** was there since P**** was off work that day too. I decided I
would go ahead and get the bronze ones. She looked in the computer for
my information, typed in my RX and proceeded to fill my order, did
measurements, etc. When she was
done, the price was almost $500! I didn't understand why. I explained
that this was not what was quoted to me. She had the manager C******
to look at the order and he advised that I wait until P**** comes back
to work on Tuesday and let her do the order since she would know what
she had done. I waited to receive a call on Tuesday, but instead I had
to call her. They were busy in the store she stated, and she would
call me back in about 30 minutes. 2.5 hours later, she called me. She
stated she was still
working on it and would call me back. She did call me back and said
she realized that she had forgotten to add something to the order and
that's why there is a big difference int he price. So, I have wasted
almost a week with this! I've wasted time and money driving here and
there for her to have misquoted me on the price! Shouldn't the price
be honored since your employee quoted it to me directly and showed
that price on your computers!!! I was assured when I spoke with your
employees that you were much
better than Eyemasters and that you stand behind your products and
customer service is your main objective. I'm not seeing it. Sounds too
much like a bait and switch to me. I will be posting this letter and
my experience with your company around the internet.
I would like for them to honor the price they quoted me for what I
requested. Or, they can do it for a even more discounted price or free
since this has been such a big inconvenience. I've found numerous
complaints all over the internet regarding Lenscrafters/Luxottica
business practices and how customers are being treated.
Comments:2 Replies - Latest reply on 2009-07-22
Posted by Anonymous on 2009-07-22:
Can somebody read this review to old fart please. Thanks in advance.
Posted by old fart on 2009-07-22:
I'm at a crossroads with Lenscrafters... I'm not too sure whether they have screwed me around or what but I will have my eyes retested at another optometrist just to be sure they did the best they could..it's a long story but I can relate to this poster's problem..

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