Eyemart Express

I typically would not immediately rush back to review a business as I would today after visiting a place but today I felt it was important. I visit Eyemart Express twice a year at minimum because I love how easy and fast the service is. I am a single mother of three kids 2 of which are special needs so getting glasses fixed is something that ALWAYS happens to us. Today I was faced with an emergency situation where my oldest son's glasses had been stolen. I went into the store with his full prescription including pupil distance AND lense size as it came from his eye doctors office because they were not able to make his glasses fast enough for driver's ed. Michelle would NOT even hear me out long enough to explain the fact that we already looked online, but the glasses could not be shipped to store. She explained "you can try them on online to make sure they fit his face" Which is inaccurate and I urge her to be retrained on this. They do not measure your face online when doing the virtual try on they simply use the image to fit to face. But I digress-- She stated he had never been a customer there- which he had. She proceeded to argue with me that my Other child- had to have been present when I got her glasses- Again false. I purchased her glasses the same way. Prescription in hand measurements and I picked out the frames online- walked in grabbed them and went home. Then she looked up my other child stated this happened in this year- before me. and That must have been a different policy then. So it would not be happening today- in front of a store of people. I left - admittedly extremely upset- because what once was allowed is no longer allowed. before - I was able to pick glasses out online hand the prescription to the person and pick them up when ready. I would really like to understand the policy changing or the fact that " I was given an exception" this was an emergency where my son needed glasses to drive and his were stolen. No empathy no compassion. Nothing. The experience I once loved was gone and she seemed extremely condescending. I explained I could simply order online the same exact way it just took longer- and she still argued that was a "Different thing" Again- How? So unhappy with this right now. This was once such a helpful way for people like us. in a bind. in a rush. Where's that gone? I am only leaving this again as it went to the Portland store. Just as I explained to Michelle- I went online and the ordering process had me upload a picture of my son- fit the glasses to his face not measure his face - and could not order to the store fast enough. She needs better training, all this did was prevent me from using my insurance benefits and get a better deal on glasses for my teenage son. Who needed them to drive this evening for drivers ed. Kudos Michelle - we’ve been using the Auburn eyemart express long before you were the “manager” and I once loved coming to see you.