It is for those reasons that I returned to LensCrafters last night as I was looking to replace a pair of prescription Maui Jim sunglasses. I was additionally enticed as LensCrafters was offering a 50% off of lenses sale, and was also apparently giving an additional $25 off to BCAA members.
When I arrived I inquired about the sale, only to be told that it did not apply to Maui Jim sunglasses. Additionally, the CSR very tepidly offered to help, but did not go out of her way to ask what I was looking for or try to find suitable alternatives. After picking out several options and trying them on myself I determined that the Maui Jims were in fact the best fit and choice and I asked if there was any way she could move on the price, which she quoted was a ballpark of $650. She said she couldn't. I asked if I could use my BCAA membership to at the very least get a $25 discount. She advised she could not do that.
As she seemed unable to give me an exact quote, we went through the process of placing an order for the sunglasses and, when we went to ring them through at the cashier, she advised me the price was now $750.
Astounded, I advised that I was not willing to pay that price and I left.
Subsequently, I contacted the store where I had originally bought my Maui Jims to ask for a quote from them for the same pair of glasses. They advised it would be $649, and that they would give me a $50 credit towards them as I am a returning customer.
That's a difference of $150 on a pair of glasses that LensCrafters could supposedly "not move on".
I'm very disappointed with my recent experience at LensCrafters, as is my partner. There is a lot of choice as to where I can buy my eye wear, both mortar and brick-wise and online. For me it comes down to a fair price, customer service and customer appreciation.
I don't know if there is anything that you would like to offer me to rectify this, and I thought from a customer retention perspective this sort of feedback would be of interest.
Regards,
T-
And now we wait...
ReplyDeleteI had a similar experience with Lens Crafters. I went to one that had signs up saying things along the lines of "OMG! HUGE SALE! SO AMAZING!" As with all sales, it had the "some restrictions apply" clause. It turns out that the restrictions essentially boiled down to "only the frames we couldn't sell last season/year are on sale" and "UV and scratch resistant coatings are not included" and, not listed, but very evident, "indifferent sales people will who will go out of their way to be unhelpful and unfriendly". The woman not helping me actually walked away, without a word!, to take a personal call. I walked out.
ReplyDeleteI ended up getting the pair I wanted from a smaller independently owned place for far less than LC was selling it for, and they added UV and scratch protection at no extra cost, and the service was fantastic. I haven't been back to a Lens Crafters since, nor would I ever recommend them.
Still, I hope they read this post and do something to retain and deserve your loyalty.
Oh, that post was the letter I sent them this morning. I'm just giving them an opportunity to attempt to make it right, otherwise I will be checking out the independent place 1/2 a block from me, but more than likely taking Iris up on their offer of "$150 less than what LensCrafters has to offer during their epic sale".
DeleteEPIC.
Like my life.
$750!!!! Hell girl that's almost a house payment down here! I'm sure our prices in glasses, even at LensCrafters would be cheaper down here too. If you ever want me to check it out let me know.
ReplyDeleteYeah: it's ridiculous. I can probably find some for much less, and normally I'm a very cheap person, but when it comes to watches, jackets, shoes and glasses I try and buy what I want because I know I'll take good care of it and make it last.
DeleteBut yeah, shoes are cheaper in the States and I wonder what prescription Maui Jims would be down there.
And yes: I do understand that this is inherently a first world problem...
That's what I do too, but I have pretty good luck with glasses at Costco. I've been picking up Dansko clogs off Ebay, "new, no box." Wish I could pick up a pair of Uggs like that. I hate shopping so if I don't have to leave my house I'm happy.
Delete