Sunglass Hut — Attraction in New York

EDIT I went in a 3rd time because their customer service was NOT sitting right with me. I was going to ask for the supervisor's phone number - somehow I got lucky, and he was there. The woman I was initially speaking with continued to gaslight and manipulate me - telling me that I didn't tell her what i wanted? What??? How am I supposed to know what you can offer me when you make a mistake. She told me I was acting very distressed - OBVIOUSLY, you broke my sunglasses! She was like I gave you 20% off a new pair, I was like but for in store today only and she was like "well what was i supposed to do?? Give you a sticky note with 20% off, that's unprofessional" She was doing everything in her power to not take accountability or to fix their error. The girl who broke them wouldn't even look me in the eye. I made it so clear I was not trying to pull a fast one and get new sunglasses, I just wanted them to ACKNOWLEDGE their mistake and do something about it! That's what customer-facing jobs do.

So I said, OK since you told me I have to ask for what I want, I'll take a sticky note with 20% off written on it.

Finally, as she is writing the sticky note, Jonathan (supervisor) steps in and within SECONDS he has a solution - ordered me a new pair for free and took my broken ones. He was so patient, kind and accommodating. THAT'S how you work with people. Relationships or work, you shouldn't ever gaslight and manipulate someone who YOU wronged.

Mistakes happen - I made that so clear that I make mistakes at work but I come in with solutions. Just crazy...I didn't go in to this wanting new sunglasses, but I am grateful that the supervisor, Jonathan, OFFERED me a solution. THAT'S the point.

This didn't have to be a whole big mess. Their reaction to THEIR mistake is the issue.

ORIGINAL Do not go here. I went in to have them tighten my sunglasses and they broke the frame. They admitted to it but offered no apology. After I walked around the block I realized how upset I was about this and I went in, collected and understanding, and the 3 women working totally ganged up on me and really tried to make it my fault and no one said sorry!!!! Mind blowing. At one point they told me I was getting defensive instead of just hearing me out when she told me “well how old are these? You came in, asked for them to get tightened and knew they were old sunglasses.” so I was like “that’s not fair, I wouldn’t expect you to take my glasses and break the frame I don’t know how this process works” and that’s when she was like calm down you’re getting defensive. What???? They finally offered me 20% of new ray bans but I had no intention of buying new glasses. But NOT 20% in a gift card or anything, I'd have to get them on the spot, which is wild. I asked them to make a note of this in their system so hopefully they do. given they damaged my glasses I really can’t believe how they treated me in return. I should have just gone to rayban directly. Sunglass Hut can’t offer this service of getting things tightened and fixed and then not have a solution for when THEY break the glasses during...

The worst. While installing replacement lenses they broke my nose pads. They then lied about why they broke. Ultimately an associate fessed up to having inadvertently broken them (it happens) and they agreed to order replacement pads saying they would arrive in 8-10 days. 2 months later and 4 phones calls from me to them (none from them) and still nothing. Would love to wear the $300 ray bans originally bought from them sometime...

Manger gave me the run ariund to get a refund on a item i wanted to return in New conditon never worn withing the time frame of a return .

Told me pos system was down to drive around and seek another location if i wanted a return. Then 2 mins later a customer purchased a pair of frames with no issue to the pos system .

At this point it was clear as day they weren't trying to take...