On 1/15/09 I was the last appointment at 6:30 pm for a ""recheck"" on my eye exam from 2/08. Sam Tadros spent approximately 10 minutes examining my eyes and said my prescription changed and I now needed progressive eye wear. Sam wrote up the order and briefly went through the original cost and after insurance (Spectera Vision Coverage) cost - no breakdown what insurance covered. I thought it seemed quite ""high priced"" and he referred to it as an investment for daily eyewear. He stated that they would send the order to their NY City lab the next day and it would be approximately 7days. Upon further consideration that evening and given the instability of my employment, I phoned this location at 8:30 am (hours 10 - 7pm), then again at 10am I and spoke directly with Sam Tadros and told him with my employment being at risk I wanted to cancel the order and perhaps use my existing frames to reduce the cost. He told me he thought ""Jeff"" had already sent the order to the lab. I asked that he contact the lab to let them know that I wanted to cancel the order. He said he would contact the lab and ask them to hold the order and that when I knew for sure if my employment status to let him know early the following week. I gave him my work number and asked if he could let me know that he made contact with the lab. After placing two more phone calls (spoke to Heather and Jeff leaving messages), I received no return phone call back. That same day 1/16, my husband went directly to the store and spoke with Sam seeking a credit for cancelling the original order. Sam pointed to a sign on the wall saying ""no returns"". My husband restated that the request was to cancel the order before the order was processed. There was no cancellation or return policy noted on the receipt. I have pursued legal council. On a positive note, Sterling Optical in Farmington who I formerly dealt with before moving closer within Rochester, was a wonderfully positive experience.
Pros: Ambience perhaps
Cons: unbelievably unreasonable..... total disregard for customer satisfaction
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