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Original Comment I had a terrible experience at your location in Orland Park. I would like to start with I have been going to this location for the past 3 years and I have had great experiences up until last month. I purchased 2 pairs of frames and my girlfriend also purchased 2 pairs of frames. We both had a date of 10/12/2021 to pick up our glasses. Hers were ready on the 12th but mine were not, which is understandable considering everything going on. I finally get a text on 10/26 that my glasses were ready, so I went on my lunch to try them on. Both of the pairs had adhesive on the sides and around the lenses. The associate encouraged me to try them on and she would clean them after. As I was trying on the second pair she got up to try and clean the first pair. While I was waiting I seen a paper with my name on it so I picked it up to read and when she came back she snatched it out of my hand and said I couldn't see it. I explained that it had my name and information on it so I wasn't quite sure why I could not see it. Unfortunately she still was not able to get the adhesive off but at this point I was frustrated. I then explained I was not happy with the quality and I wanted a refund. She stated she couldn't do it but a manager could, unfortunately the manager was on lunch. The associate kept telling me to take them anyway but I refused in that condition. She encouraged me to pick out different frames but I had already spent time there last time to pick these 2 frames and I wasn't confident in the quality. The associate then said the manager would call me after lunch. The associate called me back and said the manager declined the return and said the return policy on the website does not include their location. I asked to speak to her and the associate said she had stepped out. I asked for her to call me back and she said she would call me back but hopefully before they close at 7. The associate called me back again to say the manager would return the money I spent but that they own my benefits. I was obviously frustrated and asked to speak to the manager but I was told they had left. I am still waiting to hear back but I still have not. I went to another eyeglass location and shared my experience so they tried to talk to the manager as well because they called to get my prescription but the manager was on lunch. This has been a very poor customer experience and very disappointing all together as they have kept both my frame allowances and lenses and I have no glasses to show for it.

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