Complaint Resolved After Escalation
Update: After my initial experience, I filed a complaint with customer service but received no response. I then escalated it to the company executives, after which they finally addressed my concerns. They provided a full refund and issued an apology. I appreciate their effort to resolve the issue, and I hope they improve their customer service moving forward. ------------------------------------------------------------------------ Original review: Beatrice at this store is the rudest salesperson I have ever encountered. She was pleasant before I placed my order, but afterward, she became very rude and unprofessional. I specifically requested the thinnest lenses because I cannot wear thick, heavy eyeglasses. However, despite paying over $2,000, the 1.74 index lenses she provided were significantly thicker and more than twice as heavy as my old 1.67 index lenses. When I visited this store to pick up my eyeglasses, I was carrying a Hermès Birkin bag and placed it on a table. Without my permission, Beatrice suddenly touched my bag and moved it to another table. She then asked me if my bag was "a real Hermès." I was shocked and offended by this inappropriate question and asked, "What do you mean? Why would I buy a fake Hermès?" She responded that because my bag was lighter than another client’s Birkin bag, implying that mine might be counterfeit. As a loyal Hermès customer who spent over $14,000 on this handbag, I find Beatrice’s behavior very inappropriate and disrespectful. A salesperson should never make unsolicited judgments about a customer’s belongings, especially in a high-end retail setting where professionalism and customer experience should be a priority. Beyond this incident, I also experienced poor service when following up on my eyeglasses order. I called Beatrice twice—once to request a receipt and once to check if my eyeglasses were ready for pickup. Both times, Beatrice said she was very busy with in-store clients, promised to get back to me soon, and quickly hung up. However, she never called me back, even after several hours, so I had to visit the store in person to speak with her. When I asked why she hadn’t followed up, she simply said, "I'm busy with clients in the store." This is far from the concierge-level service Morgenthal Frederics promotes. I can only hope that Beatrice is not too busy in the store judging whether other clients’ handbags are real or fake.
By Carol C.