Becky
Unfriendly employees and little or no signage of company policies…..
My husband and I both had appointments today. Upon entering we were rudely informed that we would not be seen by a doctor unless we were wearing masks. (FYI Kentucky mask mandate ended on June 11th). We are not against mask policies at all; but you could be kind and courteous about informing the customer upon entering of that policy. After we checked in and viewed the waiting room, it became quickly apparent that we would be waiting a while as there were 8 or 9 people in the waiting area. While my husband filled out our paperwork, I decided to make the most of my time and try on frames while we waited. I had tried on three or four pairs when an older lady employee came hurrying across the room. She thrust a tray into my hands and exclaimed, “Ma’am! You are contaminating the glasses! PLEASE, place any pair you touch in the tray.” I just stood there embarrassed that I had just been yelled at like I was a ill behaved child. Collecting my composure, I then asked, “Umm. Okay. What should I do with the tray once I’m done trying them on?” She looked at me as if I had asked the dumbest question ever, and once again exclaimed melodramatically, “You keep it with you until the end of your visit of course!” I looked around to see where I missed the signs saying that we needed to use trays to put tried on glasses. There were no such signs anywhere. I mean, it makes sense to use a tray once she said it, but it was off my radar when you’re used to just trying on frames until your find a pair you want. I mean, there is a very real possibility that I could try on as many as 20 or more frames. This meager tray could hold, maybe, 3 or 4 frames comfortably. I thought about the fact that I would want to try on many more frames but based on the unfriendly nature of the lady and her obvious tendency for loud melodrama, honestly, I was kind of scared to ask for another tray. But, my glasses usually cost about $500 or more and honestly I want to try on as many pairs as I like when I am spending $500 cash on one pair of glasses. The more I thought about it, the more irritated I became. I decided to leave. I left my tray on the counter and informed my husband I was leaving. Being he had already started his appointment he decided to stay, but not get his prescription filled there. When they asked where I was, he stated that I left. They asked why. He said, ”She didn’t like the service she was given.” They said nothing. They didn’t inquire further as to what had happened or anything. They didn’t act remorseful, concerned, or anything. I later asked my husband (who is sometimes more observant than me) if he had seen a sign stating our need to take a tray. He said there was one sign, where we signed in, but that was the only one he could see. In my humble opinion most of what happened could have been easily avoided: #1 They need ladies at the front who welcome people like this, “Welcome to Visionworks. We’re sorry for the inconvenience but a mask is required in order to be served. However, we can provide one for you if you do not have one. #2 Have signs at various different points in the store stating the need to use a tray to hold tried on glasses. #3 If a person, such as myself, neglects to see the sign and tries on glasses without a tray, you simply approach them and say politely. “Excuse me ma’am, here is a tray for your tried on glasses. Feel free to use a second tray if you need one. Once you find a pair you like, please keep all the pairs you tried on with you until the end of your visit.” Because they were so unfriendly, I decided it warranted a complaint to their home office with a suggestion to the simple solution stated above. However, their claim to have an “online chat” is a complete lie! it is nothing more than an automated response system where they promise to contact you in the next 48 hours. SO, then I decided to call. Their phone system informed me that they were receiving a higher call volume than normal (probably all complaints) and aid to call back later. Wha!? Oh my word. Never again. Visionworks does NOT “work” for me!