I was first in line after waiting a half hour while all was at lunch. A brand new employee (3 weeks) helped me and I must have waited 10 minutes for her to find my name in the file. She never even looked at my eye glasses and was unaware of the difference between VSP and a manufacturer warrantee. One of my lens had s surface coating that had peeled off. I finally asked for the manager who was very efficient. He took my glasses, looked at them and explained everything. He was great.
She had come up to me and said that VSP (an insurance carrier) was warranting my lens. She needs further training since I don't have VSP anymore. When I questioned her about VSP she frowned and said "but you are covered under warrantee". Of course the warrantee was good but it had nothing to do with VSP.
Please make sure your employees are trained.