Disgusted by Seen Optical at Yorkdale.

[The Silver Shadow]

Hello, I'm a first time poster, long time reader of this great forum. I'm also not 100% sure if this post should be in this section. If not, I do apologize and would ask the mods to move it to the more appropriate place.

Usually, I'm not miffed about bad service because quite simply, the salesperson who gave it might've had a bad day or something along those lines, but when it is the owner of the place giving bad service, I am truly disgusted.

This past week, a close relative of mine went to buy new glasses for herself from Seen Optical in Yorkdale Mall and found a pair that she liked. She bought the pair and was given a guarantee that if she had second thoughts in 12 hours or less - the time it takes for the people to come and take the order for lenses for her glasses - she would get a full refund. Great, no problems there. To sweeten the pot, this was told by the owner.

Anyhow, a little less than 12 hours had passed and it was on Wednesday - when we had the snowfall that slowed down the city a bit - and this lady called up Seen Optical saying that she had second thoughts and it would be best not to go ahead just yet. Her order was cancelled.

The next day, she came to get her prescription and her money back. The owner was there and kept trying to delay my relative by showing off all these styles that could work on her. My relative was getting impatient because she thought that it would be best if she did some more consulting with family and friends. She just wanted her money back (Over $500) and the owner was doing everything in her power to keep the money.

Finally, my relative said straight up that she would like some time to think about it and if she could just have her money back. The owner said that she could only give back the price of the frames but not the lenses because the order was sent off already. A blatant lie because the order was cancelled before the allocated time.

Realizing that she could not get her money back the easy way, my relative made a threat to call the credit card company to cancel payment. The owner gave in but not until she demanded that my relative apologize to her for yelling.

This is where I was truly disgusted. The owner demanded an apology, my relative apologized and said that the customer service there should be worked on more, to which the owner basically talked back to my relative saying that she was the problem, not the business (I'm paraphrasing here). I was truly disgusted and insulted by the actions of the owner of Seen Optical at Yorkdale and would never think about buying my glasses from that store ever. My relative got her money back, but to be talked back at and basically insulted by the very owner is horrible and something I would never want to get myself into.

I'm just posting a buyer-beware warning that if you buy at Seen Optical, understand that there is no guarantee at getting your money back if you have cold feet about your glasses, even if you cancel within the alloted time...

[Kommander_KornFlakes]

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Did you create an account just to complain that the optic store owner demanded an apology from your friend? :rolleyes:

She got her money back, what more do you want?

[XxXSnake23XxX]

Strong first post
I dont find it really a buyer beware since IF you do go buy there and you find the frames you like or what not, there is a slim chance of you changing your mind thus eliminating the conflict. Just decide before you give anyone your money... it will save you alot of grief

[The Silver Shadow]

Strong first post
I dont find it really a buyer beware since IF you do go buy there and you find the frames you like or what not, there is a slim chance of you changing your mind thus eliminating the conflict. Just decide before you give anyone your money... it will save you alot of grief

True, but I'm peed off at the fact that even though there was a guarantee for a refund, the owner tried to with-hold some of the money even though there was nothing written about it.

Moreso, the owner actually insulted my relative by saying that the customer service at Seen Optical is not the problem, but my relative is. Apologies and whatnot are secondary.

And yes, this is a lesson.

[Hunter316]

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Did you create an account just to complain that the optic store owner demanded an apology from your friend? :rolleyes:

She got her money back, what more do you want?

I have seen plenty of posts on this site about far less outragous behaviour than this. I think that what the OP wants is for their relative to not be mistreated by a store owner when all she is asking for is a refund that is within the stores policy which in my opinion is not too much to ask.

Besides this post is at least as legitimate as someones 8 locked threads so far this year or a post about the prices in a resturant.

[minttea]

I have seen plenty of posts on this site about far less outragous behaviour than this. I think that what the OP wants is for their relative to not be mistreated by a store owner when all she is asking for is a refund that is within the stores policy which in my opinion is not too much to ask.

Besides this post is at least as legitimate as someones 8 locked threads so far this year or a post about the prices in a resturant.

Well said. I totally agree! You can't state your policy and then not accept it later on, that's pretty much baiting a person in to a deal.

[Kommander_KornFlakes]

I have seen plenty of posts on this site about far less outragous behaviour than this. I think that what the OP wants is for their relative to not be mistreated by a store owner when all she is asking for is a refund that is within the stores policy which in my opinion is not too much to ask.



You don't see the whole picture here do you? I bet you the OP's friend raised her voice or said something strong to the store owner, do you think the store owner would be demanding an apology from a her merely because she was asking for a refund? :rolleyes:

[lorax1284]

You don't see the whole picture here do you? I bet you the OP's friend raised her voice or said something strong to the store owner, do you think the store owner would be demanding an apology from a her merely because she was asking for a refund? :rolleyes:

It sounds like she only got her money back BECAUSE she raised her voice: the owner tried to scam her by saying that the order for the lenses had already been sent off, which is probably a lie or the owner wouldn't have refunded the money at all, or the owner screwed up by not following their own process for the 12 hour 'cold feet' guarantee.

Sometimes, you have to make a bit of noise so they know that it will be better for them to just honour their own policies and that you won't go away quietly.

[ottawasportsfan2010]

Hello, I'm a first time poster, long time reader of this great forum. I'm also not 100% sure if this post should be in this section. If not, I do apologize and would ask the mods to move it to the more appropriate place.

Usually, I'm not miffed about bad service because quite simply, the salesperson who gave it might've had a bad day or something along those lines, but when it is the owner of the place giving bad service, I am truly disgusted.

This past week, a close relative of mine went to buy new glasses for herself from Seen Optical in Yorkdale Mall and found a pair that she liked. She bought the pair and was given a guarantee that if she had second thoughts in 12 hours or less - the time it takes for the people to come and take the order for lenses for her glasses - she would get a full refund. Great, no problems there. To sweeten the pot, this was told by the owner.

Anyhow, a little less than 12 hours had passed and it was on Wednesday - when we had the snowfall that slowed down the city a bit - and this lady called up Seen Optical saying that she had second thoughts and it would be best not to go ahead just yet. Her order was cancelled.

The next day, she came to get her prescription and her money back. The owner was there and kept trying to delay my relative by showing off all these styles that could work on her. My relative was getting impatient because she thought that it would be best if she did some more consulting with family and friends. She just wanted her money back (Over $500) and the owner was doing everything in her power to keep the money.

Finally, my relative said straight up that she would like some time to think about it and if she could just have her money back. The owner said that she could only give back the price of the frames but not the lenses because the order was sent off already. A blatant lie because the order was cancelled before the allocated time.

Realizing that she could not get her money back the easy way, my relative made a threat to call the credit card company to cancel payment. The owner gave in but not until she demanded that my relative apologize to her for yelling.

This is where I was truly disgusted. The owner demanded an apology, my relative apologized and said that the customer service there should be worked on more, to which the owner basically talked back to my relative saying that she was the problem, not the business (I'm paraphrasing here). I was truly disgusted and insulted by the actions of the owner of Seen Optical at Yorkdale and would never think about buying my glasses from that store ever. My relative got her money back, but to be talked back at and basically insulted by the very owner is horrible and something I would never want to get myself into.

I'm just posting a buyer-beware warning that if you buy at Seen Optical, understand that there is no guarantee at getting your money back if you have cold feet about your glasses, even if you cancel within the alloted time...

Did you family memeber raise there voice?

[darkprince]

True, but I'm peed off at the fact that even though there was a guarantee for a refund, the owner tried to with-hold some of the money even though there was nothing written about it.

Moreso, the owner actually insulted my relative by saying that the customer service at Seen Optical is not the problem, but my relative is. Apologies and whatnot are secondary.

And yes, this is a lesson.

Lol I would have gone right ahead and called VISA or MasterCard let them know what happened, so they'll have record on the merchant and if there are more ppl filing more chargeback on this merchant. I am pretty sure this will effect their future businesses with visa or mastercard.

[The Silver Shadow]

Did you family memeber raise there voice?

Raise, yes. Shout, no. I thought I put that in. I was logged out twice when putting up the OP and I had to retype it.

Anyhow, it wasn't so much the apology but the snotty and insulting attitude that the owner took after the apology. Apology's kosher, that's not the problem.

[The Silver Shadow]

Lol I would have gone right ahead and called VISA or MasterCard let them know what happened, so they'll have record on the merchant and if there are more ppl filing more chargeback on this merchant. I am pretty sure this will effect their future businesses with visa or mastercard.

I would, but she wouldn't. My relative is the type that if her demand is met, then she'll let it slip and won't do business with them anymore. I'm a little different, but it's not my credit card.

[Bskll]

umm, all you had to do was to get this "12-hour" policy in writing and none of this would have happened. get the owner to write and sign a note describing the 12-hour policy and you're good to go. otherwise, don't give money to owner. For big purchases, you always pay deposit upfront, not the whole thing.

[The Silver Shadow]

Either way, it's over now and I just wanted to give a heads up to this community. I hold nothing against this business and even wish it success, but they have to make some improvements in how they treat their customers.

I'm going to be needing new glasses soon (or so my insurance policy dictates) and I'll be taking my business elsewhere - somewhere where they do not insult the customers. Who knows, maybe when it comes time to get another pair in about two year's time will I go to see what they have, but certainly not now.

[Kommander_KornFlakes]

Lol I would have gone right ahead and called VISA or MasterCard let them know what happened, so they'll have record on the merchant and if there are more ppl filing more chargeback on this merchant. I am pretty sure this will effect their future businesses with visa or mastercard.

Are you serious? Visa blacklists merchants with enough chargebacks against them?

[farkaland]

The owner gave in but not until she demanded that my relative apologize to her for yelling.

This is where I was truly disgusted. The owner demanded an apology, my relative apologized and said that the customer service there should be worked on more

I think it's pretty safe to say that if you want a transaction to go smoothly, you 1) do not raise your voice and 2) do not say to an owner's face that he/she needs to run the business better.

Although your relative was treated poorly, it seems that both sides got a little carried away. Thankfully you got your money back!

[darkprince]

Are you serious? Visa blacklists merchants with enough chargebacks against them?

Just to increase my post count i'll respond to your post. :lol:

I didn't say they'll blacklist the merchants. I don't know what they'll do, maybe nothing but I am assuming something will happen. =P

[The Silver Shadow]

I think it's pretty safe to say that if you want a transaction to go smoothly, you 1) do not raise your voice and 2) do not say to an owner's face that he/she needs to run the business better.

Voice was raised, but not to the point of yelling. The store was also empty with only two other sales associates. 1) The owner demanded the apology and said she wouldn't return the money at all unless there was an apology. Don't you think that this is a little bit of looking down on the owner's part?

To respond to 2) I would like to ask you, if you as a business owner were given a complaint about customer service, would you take it as a criticism and leave it as such that in the future, this person might just come back or would you tell them that the business has no problem, it is the customer that's the problem.

Just thoughts, but I'm wondering what your perspective would be.

[TCWeasel]

Voice was raised, but not to the point of yelling. The store was also empty with only two other sales associates. 1) The owner demanded the apology and said she wouldn't return the money at all unless there was an apology. Don't you think that this is a little bit of looking down on the owner's part?

To respond to 2) I would like to ask you, if you as a business owner were given a complaint about customer service, would you take it as a criticism and leave it as such that in the future, this person might just come back or would you tell them that the business has no problem, it is the customer that's the problem.

Just thoughts, but I'm wondering what your perspective would be.

I'd reserve judgment since I don't have their side of the story, only yours.

I'm not trying to accuse you of embellishing the story, leaving things out, so and so forth. It may be an entirely accurate account. However, having read the forum for several years now I always take such accounts with a more suspicious approach. If we were to take every retail encounter here as the honest and strict truth, we'd come to the conclusion that the shopper is always the poor victim in any transaction that has any sort of hiccup. That reported here, I'm certainly, isn't always what it would seem to be.

If the customer is rude, obnoxious or disruptive, I believe the owner, manager, staff, etc. deserve an apology if one is warranted. It doesn't really matter who was in the store at the time, things which are uncalled for are uncalled for.

People who serve customers are, obviously, people too and deserve at least a modicum of civility in any of their dealings. If they reveal themselves to be truly a member of the Asshatarus Ignoramus then have at it.

[farkaland]

2) I would like to ask you, if you as a business owner were given a complaint about customer service, would you take it as a criticism and leave it as such that in the future, this person might just come back or would you tell them that the business has no problem, it is the customer that's the problem.


That depends. If it is criticism from an outside source that is not directly involved in the matter, then yes it would be valuable. If it is criticism directly from the mouth of my dissatisfied customer, then that completely depends on my mood since this criticism is very biased.

[The Silver Shadow]

I'd reserve judgment since I don't have their side of the story, only yours.

I'm not trying to accuse you of embellishing the story, leaving things out, so and so forth. It may be an entirely accurate account. However, having read the forum for several years now I always take such accounts with a more suspicious approach. If we were to take every retail encounter here as the honest and strict truth, we'd come to the conclusion that the shopper is always the poor victim in any transaction that has any sort of hiccup. That reported here, I'm certainly, isn't always what it would seem to be.

If the customer is rude, obnoxious or disruptive, I believe the owner, manager, staff, etc. deserve an apology if one is warranted. It doesn't really matter who was in the store at the time, things which are uncalled for are uncalled for.

People who serve customers are, obviously, people too and deserve at least a modicum of civility in any of their dealings. If they reveal themselves to be truly a member of the Asshatarus Ignoramus then have at it.

I like your last paragraph :). But threatening to withhold service that was guaranteed to begin with unless there is an apology? BTW, I never believed you to accuse me for embellishing my story so there's no need to cover that aspect :)

That depends. If it is criticism from an outside source that is not directly involved in the matter, then yes it would be valuable. If it is criticism directly from the mouth of my dissatisfied customer, then that completely depends on my mood since this criticism is very biased.

Fair enough. Just miffed at the insult thrown.

[The Silver Shadow]

I have to say, this forum is quite good for letting me express my dissatisfaction about somewhere. The answers aren't quite what I wanted to hear, but at least it makes me feel better that there are people like you guys (for the most part ;) ) to help me understand retail here a bit more. I'm going to be staying here as I have been before...

[HowEver]

I have to say, this forum is quite good for letting me express my dissatisfaction about somewhere. The answers aren't quite what I wanted to hear, but at least it makes me feel better that there are people like you guys (for the most part ;) ) to help me understand retail here a bit more. I'm going to be staying here as I have been before...

We're touched.

But you might want to avoid the redflagdeals b/s/t. There are no guarantees, and you don't get to change your mind after you make a purchase.

[supersnazz]

About a year ago, I visited SEEN in Yorkdale, on the hunt for a new pair of glasses. I tried on a few pairs, but sadly, none of them were appropriate. (I have a small face and all of the frames were large and looked ridiculous on me). After the salesperson showed me a few frames and after I had responded with, "No; this isn't going to work.", she started to lose patience with me: stamping her foot, emitting aggravated sighs.

I noticed this and left.

Honestly, if you can't choose frames for a csutomer to try on that meet a customer's general specification or if you don't carry frames that would fit a customer's general specification, it's not the customer's fault and you have no right to become hissy.