University Place

Surprisingly smooth process

I scheduled my eye exam appointment over the phone with their team. My appt was set for 9:45am. I called their store phone number and said that I was at the mall and the south side mall entrance doors were locked. The representative on the phone said that their notes for this location state to use the doors on the north side and to enter through H&M or Forever 21 Stores. These doors were locked too. Finally, I drove to my 3rd side of the mall and found a door into the common areas. Due to this delay, I arrived at my appt at 9:52am which was 7min late. I was told by the staff and manager that there wasn’t anything they could do, and that I wasn’t able to have my eye exam done. They said they had another appt scheduled at 10:05am. I said why can’t you just do my exam now since I was here. Their response was, “sorry the appointment takes about 30 min” (yet the next appt at 10:05am wasn’t 30 min after my appt???) I can understand if I had forgot my appointment or if I was actually late, that I shouldn’t be allowed to get my eye exam done as scheduled. But, since I was there at the mall, and I called the phone number online, which doesn’t ring directly to that store location and where I ended getting routed to their national call center and I’m given bad info, now I can no longer have an exam done??? They generously offered me to come back another time and to make another appointment (laughable) as if my work day was open and flexible. This exam was for a basic drivers license renewal. I don’t own or wear glasses. I guess that’s why I’m not as important as one of their existing customers…seems they would rather work with their existing clients who need their products, which I wasn’t currently one. My experience….Poor customer relations, poor scheduling communication, un-empathetic store workers, managers and phone call center reps, they could care less as to potential new clients time and needs, they didn’t apologize for their error, they have 100% lost me and my family as a potential customer anytime, and I will share my bad experience with everyone I know. I recommend going to Costco or Target to get an eye exam. I should have gone there first! Poor management from corporate office to local store representatives. Do not waste your time booking with them! Pics below and attached show my email confirmation. Then a pic of their website when I tried to call and find out how to get into their store location before the mall opened. Interesting note, that their own store website only show appointments being offered starting at 10am not 9:45am like mine was scheduled by their office???? So why did they schedule mine sooner than they offer online? Then my favorite thing is after I called to discuss my frustration and concern, I get a text saying “sorry you missed your appointment, it happens!” and to reschedule. Sorry that won’t happen!!!

Staff was very friendly and helpful, found frames I love! The optometrist was very kind and informative. 10/10 experience Thank you!

Love the frames here! Lots of varieties of styles and they even have a decent selection of frames that can come with sunglasses clips. Staff was super friendly. Bright, inviting store. The prices for glasses were pretty good compared to other places like Target Optical and LensCrafters.

The staff was very helpful and we appreciated the transparent pricing. My husband got his glasses in the mail a week after we placed our order, and they’re working great! 👍🏼