Dawn
Initial service was good but if there's a problem, you won't like them
I ordered progressive lenses in September of 2013 with an expensive AR coating. Service was quick and the lenses were good. I recently contacted them about warranty for my coating which has scratched and fogged. I use only coating safe cleaner with a scratch free cloth and know how important that is considering I worked for an optical retailer. When I contacted them for warranty information I was informed that they don't honor the product manufacturers warranty on Zeiss Purecoat AR of 24 months. They have their own 120 warranty which, to me, seems sketchy at best. Why wouldn't a reputable retailer stand behind the brand name product they sell? I was not rude to them when I replied that I would take future business elsewhere, just stating fact, but the responder "Eddie" felt compelled to throw in a condescending rebuttal of "Sorry we are unhappy." We? Seriously? Had that not occurred, I would not have sought to review this company and it's rude customer service. I feel that people should know what they will encounter should their experience not be all sunshine and roses. I've bought lenses through major retailers and direct through opticians for many years and never had to request a warranty replacement but I've had problems with this coating after less than six months of wear. My husband took his glasses back to Lenscrafters after a year and they recommended lens replacement even though he didn't ask for it because they were scratched. Live and learn I guess. You find out where your money is best spent only after you have a problem.