Direct Optical & Hearing Superstore

Reviews 4

IA

Ian MacDonald

My experience with Direct Optical Superstore started great but is ending in small claims court. The woman I made the appointment with over the phone was very friendly. The Ophthalmologist was great and provided a much more comprehensive exam than I received in the past at Pearle Vision. And the “stylists” in the store were great. I worked with Marina (?) and someone else who helped me select frames that I really love. But in less than 3 weeks, the lenses were scratched and gouged. I went to the store and spoke with Robert. He said that the scratches were so severe they were not covered by their warranty. I explained that I’ve worn glasses for nearly 30 years and that I’ve never had any lenses get so scratched, period, let alone within only 2.5 weeks of ownership. I asked to speak with a manager. He said she would call me the next day. As promised the Owner called me the next day. Mariana repeated what Robert told me—that the lenses were so scratched that they would not be covered by warranty. I suggested that if the lenses were in such a defective state, that would be exactly what the warranty was for. I asked how it was possible that I could wear numerous other glasses for 30 years and never get such bad scratches. I also asked what would cause such terrible starches and she had no idea. She eventually offered to replace the lens at half price. I paid $584 for the glasses and this meant I would need to pay another $100+ to return them to non-defective condition. I continued to leave messages for Mariana with the store manager Pauline. I said I wanted them to replace the one lens at no charge to me or I would dispute the charges with my credit card company. After a few days of no call back, I filed the dispute. The dispute is still on-going and is wasting my time. So I posted a note on Facebook and LinkedIn saying that if Direct Optical didn’t replace the lens at no charge that I would tell my colleagues and friends about my bad experience—I should spare my friends the hassle. Within a few hours, Mariana called me at work and threatened to tell my employee that I was threating her. I tried to reason with her that I wasn’t threating her, but that I was just being honest. She told me to never contact them again or go into their store. I replied that her decision left me with only one other option—small claims court. All I want is for Direct Optical to stand behind their merchandise and replace the defective lens at no cost to me. I’ve tried to be reasonable and patient, but they have forced me to take greater action than I would have preferred. UPDATE: As promised, Direct Optical followed through on their assurance to call my employer. On June 21, Dennis Chaiken (the owner) called my office and asked for my supervisor. He was transferred to my business partner. Dennis left a voicemail requesting that my ‘boss’ call him back immediately as he had ‘something very important to discuss regarding one of your employees’. I’m glad Dennis has the time to call my colleagues, but not call me or fix my lens.

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andrea williams bailey

EXCELLENT EXPERIENCE! MY CHILDREN PURCHASED TOM FORDS LATEST DESIGN FRAMES FOR ME AS A MOTHERS DAY GIFT. I WENT TO A LOCAL OPTOMETRIST TO GET MY PRESCRIPTION UPDATED, ONLY TO BE INFORMED THAT MY FRAMES WERE FOR FASHION ONLY. UNDERSTANDABLY DISAPPOINTED, I CALLED TOM FORD IN CALIFORNIA, WHERE THEY WERE PURCHASED, AND WAS REASSURED THE FRAMES WERE INDEED OPTICAL. THEY SAID I NEEDED TO GET TO A "HIGH END" OPTOMETRIST. THE MANAGER AT TOM FORD YELPED OPTOMETRISTS THAT SPECIALIZED IN HIGH END FRAMES AND I ALSO LOOKED ON LINE. THE FIRST RESULTS WERE" DIRECT OPTICAL." THERE WERE TWO LOCATIONS, SO I DECIDED TO GO TO THE ONE IN FARMINGTON. AS SOON AS I ENTERED I WAS GREETED BY A RECEPTIONIST. SHE WAS VERY PERSONABLE. SHE HAD EXCELLENT EYE CONTACT AS SHE ASKS WHAT I NEEDED. I WAS PLEASED I DID NOT NEED AN APPOINTMENT. WITHIN 5 MINUTES, I WAS BEING SERVICED. AFTER LOOKING AT MY FRAMES AND THE PRESCRIPTION, I WAS TOLD THERE WAS A POSSIBILITY MY PRESCRIPTION WOULD NOT FIT. THE STAFF DISPLAYED PROFOUND INTERPERSONAL SKILLS, REASSURING ME THEY WOULD DO EVERYTHING THEY COULD TO MAKE IT HAPPEN. FORTUNATELY, MY PRESCRIPTIONS FIT! EVEN IF THEY COULD NOT ACCOMMODATE ME, I MUST SAY THEY WERE EXTREMELY PROFESSIONAL.THEY TOLD ME IT WOULD TAKE ABOUT A WEEK AND TO MY SURPRISE IT WAS LESS THAN A WEEK, I RECEIVED A COURTESY CALL AND A TEXT THAT MY GLASSES WERE READY FOR PICK UP! AND THE RESULTS? A STUNNINGLY BEAUTIFUL HIGH END JOB! AN ABSOLUTE EXCELLENT EXPERIENCE!! OH, I WILL BE BACK, AND MY DAUGHTER (18 YRS. OLD) IS COMING BACK TO GET HER CONTACTS. I HOPE MY EXPERIENCE MOTIVATES YOU TO HAVE YOUR OWN.

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Alexa Kas-Marogi

I went in last Friday 2/10 for an eye exam because my left eye had been hurting me and I knew I needed new glasses. The Doctor said there was nothing wrong with my eye and blew it off as being an eye strain for not wearing glasses in a few years. Monday 2/13 my left eye started to become blurred. Tuesday 2/14 it became more blurred. Wednesday 2/15 I decided to call Direct Optical explained my situation and asked to see if Dr. Brinker could refer me to a specialist. They informed me that none of their eye doctors were on call and would have one of them call me tomorrow 2/16 after looking at my chart. (I called Henry Ford West Bloomfield and they referred me to Henry Ford OptimEyes. They gave me my answer on why my eye is blurred and said it should have been caught from my initial Optometrist appointment the Friday before.) I never got that call on Thursday. So today 2/17 I called and told them that I did not receive a call back. The lady on the phone asked me to hold because she had something on her desk for me. Instead she transferred me to Dr. Brinker. He wouldnt even listen to my situation before jumping to conclusions like he did at my appointment. He said he was unable to find my number within his system even though I gave it to them when I called Wednesday. I WILL never go here again. Had I not already purchased my glasses which hopefully theyll actually call to inform me that theyre in and ready for pickup. I would never step back into this office again.

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Anna Yaldo

If there was one that said worse than poor, I would pick it. I have never felt so harassed by a business before. I had initially come in for an appointment to get a new contact lens prescription and for a new pair of glasses, which I ALREADY had the prescrtiption for from another doctors office. I was 6 minutes late for my appointment and they gave me a lot of slack for that, and told me that the doctor was busy and id have to come back later. They informed me after we had already started that I needed to have a full exam again. Which i thought was a load of crap. I met with the optomitrist, he put the so called "prescription" that I had gotten from my opthamologist into the machine that checks my eyes, and i couldnt see a thing. he said that my doctors office got it wrong and that I would need a new prescription anyway. turns out that when my doctors office faxed over the prescription to direct optical, the incompetant fools working at the front desk WROTE OVER the prescription because they couldnt see it, instead of calling the doctor to confirm. in doing so, they altered the prescription. when i called to see what went wrong, direct optical took absolutely no responsibility, said they were right and my doctor was wrong. they denied writing over the prescription in any way, which was very false. if you care about your eyes, or sanity, or if you dont want to be treated like a second class citizen, please avoid this business. its just not worth it.

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