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Original Comment I've never had a manger of any store hang up the phone on me. Your female manager at the Airport Blvd. store rudely hung up on me because she said &quot;I was screaming at her&quot; which is the farthest statement from the truth.<br /> <br /> I brought back my glasses due to a manufacturer's defect, a piece of the frame cracked. I paid my 50.00 and asked if I could keep the defected glasses until my new ones arrive.<br /> <br /> During the waiting period of the new pair I sat the glasses down on the side of my truck while unloading groceries. Obviously, I accidently left them laying on the outside of my truck because when our yard maintenance was mowing the following day he found one of the lenses on the ground where I park my truck. I'm not certain if they were ran over with the lawnmower but all we found was one lenses which I currently posses. It's identifiable due to the lenses prescription and the lenses being customized by Costa with a bevel around the lenses so they can secure with fishing line. Please note, I was told by another manager at the Bel Air Mall location a couple years ago that she had a customer that was on his lawnmower and accidently ran over his glasses, he found a piece of them in the yard and brought it to the store and she gladly replaced his glasses.<br /> <br /> I've used Lens Crafters for all my glasses and contact needs since I was in my twenties. I've also owned costa products for the same amount of time. I'm now 57.<br /> <br /> I'm so disappointed how the manager treated me, I doubt I will ever shop at your store again. I've been in the insurance customer service/litigation business for 22 years and presently run a litigation department for American Integrity Insurance in FL. The number one rule I tell all of my employees is: &quot;You never have to tolerate abusive language but you DO NOT hang up on a paying customer if they are trying to express their concerns. I'm not certain how LensCrafters trains their managers in the art of handling upset customers but it should be revisited<br /> <br /> I've read Affirms policy and conditions and DO NOT see an exclusion for additional damage occurring while you were waiting on your replacement glasses. This was sudden and accidental and was a direct result of covered damage. My policy wasn't voided or cancelled and was in place with the premium paid when this occurred.<br /> <br /> I now have my replacement glasses at the store and the manager is stating that unless I bring her the old pair back fully intact, she will not allow me to pick up my replacement glasses. I FULLY understand there are conditions in the policy provisions that avoid customers from keeping their old glasses in order to have a spare pair, this IS NOT my situation, I have one scratched and damaged lenses that can be easily proven this was from the original pair I purchased. I'm currently without a pair of daytime prescription glasses and can't wear contacts due to dry eyes, this isn't acceptable due to me not being able to drive or see any type of danger.<br /> <br /> I'm well versed in getting results when an insurance company and its associates don't treat the insured fairly, we call it &quot;Bad Faith&quot; in my department. Blatantly denying my legitimate claim will result in litigation. This will be my one and final request for LensCrafters and Affirm to act in good faith and follow their policy provisions. If you choose not to act in good faith, please send me a formal denial letter so I can start the process (3400 Riviere Du Chien Rd. Mobile AL. 3669.3<br /> <br /> Lastly, why would a large company like LensCrafters have a manger running one of your stores with such a hostile and hateful manner? Is it not important tyo LensCrafters to have and retain return customers?<br /> <br /> I would like a response from upper management regarding this situation within 24 hours. If not, I'll keep making phone calls and sending emails until I reach your cooperate offices. This will get resolved either in a pleasant or unpleasant manner, it makes no difference to me.

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