I brought my frames in from outside ( they don't sell the brand I prefer). I did sign a waiver for them because I've done this every time I've gotten a prescription from them without problems. This time though, they broke my frames while putting in the lenses. They did offer a pair of $69.99 frames to make up for it however my frames are $200 Oakley's so it is not even close to comparable.
Before I could even say anything I was told "you signed a waiver". Not an apology nothing else. I told them I was aware I did and I'd just have to deal with it.
They did not offer a refund on the lenses (which was 40). They did not apologize.
Yes, I signed a waiver, yes they broke them....an apology was all that was necessary and perhaps a refund since they were already going to give me free frames (worth more than the lenses) and I said no.
I've gone here for years for exams, lenses and contacts. I won't be going back again.
If you're going to break things, at least apologize and maybe offer your customer a refund for the lenses.