Rebecca (theniwokesoftly) wrote in bad_service,

A copy of the letter I am going to send to MyEyeDr. Please make suggestions if there's something I could say better!

To whom it may concern at MyEyeDr:

I went to the Foxchase Shopping Center location on September 7 for a contact lens fitting. First of all, the lens fitting itself took place in the main area where anyone picking out glasses, waiting for an appointment, or just having walked in from the street could see me. I was uncomfortable with this. I had trouble getting the lenses into my eyes and after trying for over an hour, I decided to come back and try on another day.

The next appointment I was given was today, September 14. I asked Lynda, the office manager, if there was any way I could take my contacts home and try them there. She said no because it was a liability issue. I understand that, but I have had contacts before. I realize that it has been ten years and my old contacts were not torics, but I am familiar with the process. I told Lynda that I was not comfortable sitting where anyone could see me. She said "Ok, let's move to a back room, then." I was happy until I followed her into a storage room and she immediately said in a very snotty manner "Well, I could TRY to get a table back here or something, I don't really know what you expect me to do." I told her in a polite manner that I would rather come back a different day when my eyes weren't red and stinging, and she said "Well, I'm sorry your eyes are bloodshot, [sing1118], but I can't change that, and I don't know what you want me to do." I was taken aback by her sudden change in attitude once we were out of the main area, but I said that of course it wasn't her fault that my eyes were bloodshot and that I would rather just come back another day. I gave her back the case with my contacts, said that I would call for another appointment, and left.

I have already paid for my exam, fitting, and a three-month supply of contacts. I do not appreciate being belittled and made to feel like I am wasting someone's time because my eyes are sensitive and I am having some trouble with toric lenses. Is there a possibility that I could schedule my further fittings at a different location, or at least when Lynda is not at the Foxchase location?

Thank you for your time,

I don't feel like I can accurately describe how belittling and rude she was. I'm not being intentionally difficult, I just have sensitive eyes. Today happens to be a day when I would not wear contacts (they're not for everyday wear for me). I was crying in the store and all the way home. That's not okay.

EDIT: Rather than send a letter, I found that they have a customer service rep during business hours and called and spoke with her. I detailed the unnecessary rudeness and asked if I could schedule further trials at a different location. She said that was just fine, and called them for me to see if they had my trials in stock, and scheduled an appointment for me. So I'm going to try a fitting again tomorrow at a different location and hopefully all will be well.
Tags: *medical/pharmacy, bedside manners, eyeballs, follow-up, it's only bad service if you die
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