Optometry Hell Memories: But I Don't Want Anti-Reflective Coating!


Carolanne2 119


From  u/ChrDav Tales From Retail:

We were having a promotion where whatever pair of frames and lenses you want will be $249.99 (as long as the price of the items together exceeds $249.99 of course). This was allowing quite large discounts, as most combined retail costs would be over $500 (everything was overpriced and we always had some sort of promotion, but that doesn't matter for this story).

One day a Lady walks in, I help her out and we sit down to finalize her costs, it goes something like this.

Me: Okay, so your total for today will be $249.99.

(I then show the customer the itemized things she will be receiving and the total cost of everything. It was well over $500)

Lady: I don't want the $30 anti-reflective coating, please remove that.

(I remove the coating from her order, which, for the sake of argument, brings her before promotion total down to $470 or so. Still well above our promotional price of $249.99)

Me: Okay, I took it off for you. Your total for today is $249.99

Lady: No.. I had the anti-reflective coating removed. So it should be $219.99

(I look at her, dumbfounded by the stupidity of the statement but remain calm)

Me: No ma'm, since the total costs of your items still exceeds our promotion price your total is still $249.99

Lady: But I don't want the anti-reflective coating! You're charging me $30 for something I don't want!

Me: Ma'm, this is the promotion price regardless of what add-ons you've selected or opted out of. Since your total still far exceeds the promotion, you're getting the best price I can offer you at $249.99.

She then goes on a rampage about how it was false advertisement and I was unfairly charging her for something she didn't want. She then threatened to make a complaint to the corporate office about this. Whatever, I thought.

The Next Day

I arrive at work with a fax waiting for me. The customer made the complaint and corporate gave her a $30 refund.






Entitled Customers: Why do the worst customers get treated the best???



From Cultspook, Tales From Retail:

I work at an optical shop in a pretty big ophthalmology practice. When a patient buys glasses through insurance, we generally have to send the frame to the lab for two weeks to get processed with some exceptions such as if they have no other glasses or if there has been a remake, we can rush the order and get it in a week.

We only hold frames for a week unless they tell us they will come in by a certain date. A patient put a frame on hold with no date and we put it back after a week. He comes in a month later, and is angry that we don’t have it anymore because we sold it. I tell him no problem, we can order the frame.

After patient leaves, I’m informed the frame is on backorder for another month. I call the patient and tell him we have a few options. We can do a different size in the same color, the same size in a different color, wait for backorder and rush the lenses, or do the same size different color but still order the backordered frame and switch it over to the preferred frame when it comes in. He won’t even let me finish over the phone, interrupting me the whole way, telling me it’s ridiculous we have to send it out, it’s ridiculous the frame is on backorder, and I try to identify with him and apologize because it’s out of our control and I just want to help him and do whatever will make him happy. Come in and choose a different frame, whatever. Nothing will work for this guy. “I came in and looked at all your frames and this is the one I chose.” “I can go to LensCrafters and have the glasses done in an hour” and I’m just like “well, I understand, but I can only give you these options, I’m sorry.” He cancels the order and I’m somewhat relieved because I don’t like dealing with people like him.

My boss called today saying he wrote an email to her about how he’s been a patient with us for 20 years and somehow that makes him deserving of preferential treatment.

In my opinion, it doesn’t matter if you’ve been coming here your whole life or if this is your first time here, I’m going to help you as best I can no matter what.

So apparently now, my boss wants us to call him and offer him the different options that I already offered him. And I’m just like.... please, let him go somewhere else. I don’t want business from people like this, people that are rude and disrespectful do not deserve to be given special treatment.

Edit: thank you all for the validation. I knew I wasn’t alone in thinking like this but it’s nice to get into the echo chamber every now and again. One of my managers called him and is now trying to work it out with him with the help of the rep from the frame company, something that I couldn’t have done anyways. My boss has told me that I did the right stuff but that she still wants to give it a shot, which I appreciate. But once again, your validation feels good, lol. We’re all in this together!







Optometry Hell: The Consequences of Denying a Return


RHU Characters 247a

From OpalBooker, Tales From Retail:

I work for a large chain of glasses stores.

I came into work the other day to see that the women's bathroom (which is marked employees only but the doctor's office inside our store insists that customers need to be allowed to use) was marked out of order. It was busy enough that I couldn't ask what happened right away. A few hours later my GM walks by the manager's office where I'm taking a fifteen with gloves, a mop, and a plunger.

I finally get ask what was going on and she tells me that a few hours earlier, a customer came in complaining that her prescription was wrong and that she couldn't see. When her file was pulled up, the glasses turned out to be two years old.

We offer a 30 day return policy, including script changes. It's printed clearly and in large print on the back of every receipt. After two years, a prescription change is completely normal, and absolutely not something that we can exchange, especially not without a new prescription (which of course this woman didn't have anyway). The usual excuses about being too busy and how we should put our customers first ensued, naturally.

When my manager told this bitch that she couldn't do any kind of exchange, the woman went back to the doctor's office, presumably to set up an appointment. We thought it was over, but she proceeded to ask the doctor's staff to use our restroom and flushed an entire package of paper towels down the toilet. It overflowed quickly and the woman left without a word.

Just. Fucking why? You're a grown ass adult and you just flooded our bathroom on purpose? Fuck.

For the record, even after this the doctors insist that their customers deserve to use the in store bathroom.