700 Nicollet Mall, Minneapolis, MN | Directions 5540244.976875 -93.272250
Neighborhoods: Central, Downtown West
Unfair business practices – I purchased a pair of frames/lenses at the Macy's trunk show about a year and 3 months ago. Within six months or so the lenses chipped. I brought them in and was charged abou $50 for them. I guess this is their warranty charge. I was never explained that the manufacturers warranty no longer applies and that Macy's Optical charges for each time something is wrong.
The frames came back and within a couple of months they were chipped in the same spot. I brought them back again and was charged not only for new lenses, but also for frames because they thought the issue might be a faulty pair of frames.
They came back a third time with the same chips in the lenses AND they damaged the frames while installing the lenses. They send them back a fourth time and they came back again with the same cracked lenses. Now they tried to tell me it was normal because they were partial frame lenses, basically that it was an optical illusion caused by the curvature in the lense. A complete lie.
They have been send back a fifth time, this time they were kind enough not to charge me. Now they are out of the frames. I have been told to either live with damaged frames or I can pick out a new pair. Unfortunately I do not like any of the other frames in the store's limited selection. They refuse to give me my money back saying the glasses are over a year old. What they fail to recognize is that they have not yet provided me with the glasses I purchased. The glasses are less than a day old because everytime they come in they are sent back to their "Quality Control" experts.
I would never do business with them again. They are not owned by Macy's so Macy's cannot help in any complaints. Their sales practices are misleading and they are unwilling to give refunds even if they cannot provide the item purchased. Frankly, the savings at the trunk show are not worth it. From now on I will be taking my business elsewhere and I suggest you do too!
Fantastic!! A+ – My recent experience at Macy's Optical downtown was fantastic. While the manager was less than helpful, the great customer service by the optician more than made up for it. I have a difficult time finding glasses to suit me, the people there worked with me through my indecision with great patience and great advise. I picked out an awesome pair that everyone I know likes (including me) and the process couldn't have been easier, got a call within the week the glasses were in, the workers who didn't even work with me originally remembered and welcomed me when I came in to pick them up. Adjustments were perfect. I would definately recommend them to my friends and will definately head there again!
Very bad service – This store does not value customers' time at all. The first time they called me to pick up my glasses, I went and found that only one pair of the two I ordered was ready. The second time they called me again and told me the other was ready, I went and found that only one side of the glasses had anti-reflective and the other didn't. I have been there four times but I still haven't gotten my glasses. At the beginning I thought this store was good, but now I have completely changed my opinion. I won't recommend it to my friends or to anybody.
Not the same customer service when it was Marshall Fields – I had been a Macy's optical customer since the "Dayton's" days. Didn't notice any change in quality of service until recently. I needed some eyeglasses adjusted and during the adjustment, the technician broke my frames. Certainly, it was an accident. But, getting my glasses replaced was a nightmare. First I was told I would have to pay at least 50% of the cost for the replacement frames, but the technician would check with management on their policy and call me back. I had to call THEM several times over the next few weeks to find out the status of the frames. I only found out that they had arrived at the store when I once again, called them.
They were, however, nice enough to mail the frames to me for free. When they arrived in the mail, the right lens was so extremely scratched (not the condition it was in previously) that i could not see out of the lens.
So, once again I had to make the trek to Macy's. There was No way the technician could not have noticed how badly scratched the lens was prior to mailing it to me. They were actually very rude to me when I brought them back. Not even an apology.
What a shame. I am in the process of finding another optician.
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