ComplaintsforErker Optical Co
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Complaint Details
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Initial Complaint
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to Erker's Fine Eyewear on 1/8/2023 to purchase prescription sunglasses. The frames I wanted were not in stock so the employee ****** assisted me. She stated that she could special order the frames and they would be ready in 2 weeks. On 1/26/2023 I called Erker's Fine Eyewear; ****** answered. I asked for an update on my order. She stated that the frames had not come in yet and once they did, she would still need to send them to the lab as well. I expressed my frustration to her about this. Telling her that this is way over the time I was told that they would be ready. ****** said that she would call me once they arrived. On 2/3/2023 I called again for a status update. Someone answered the phone and said that they could not locate my frames but would call me RIGHT back shortly once they find out what's going on. 2 hrs past, I called the Erkers again and stated that I wanted an update. ****** then got on the phone, she stated that they couldn't locate the frames and that she needed to call the "her rep" to find out whats going on but since it was Friday that I may not have an answer until Monday. I then asked if I could speak to a manager and cancel the order and have a refund. She stated that she is the manager and said I can cancel but would only be given a store credit. I do not want a store credit given the experience that I received. She then offered me the corporate phone number and said that its nothing more she can do. I called the provided number which was 314-241-9410. I spoke to a rep there and was told that they do not handle retail store issues and that I would need to call the location back and speak to the manager there. I then called back for the last time. ****** answered again, I told her what I was told by corporate and she stated that I need to speak with (**) and that they are on vacation and wouldn't be back until (conveniently) next week. I then said that I would report them and she with a slight attitude said bye.Business response
04/20/2023
Due to not being able to get the frame customer requested due to supply chain issues with the manufacturing partner we issued the customer a full refund on 2/07/2023
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.