City Optix

The Best in SF!. This review is being written after I have had to replace a pair of glasses I purchased here last October. My first experience last October was excellent. The selection at this store is amazing. The best selection I have found in SF since moving here over five years ago. What really impressed me is the customer service. The staff was friendly and helpful. I have VSP and this was the first optician where I didn't have to spend a lot of time on the insurance issue.

If we fast forward to the past several weeks, I must acknowledge that this has NOT been a good month when it came to customer service. However, the staff of City Optix--especially Aaron--were helpful when there was a quality snafu in getting my glasses to me. Aaron diffused my displeasure and was able to ensure I left a happy customer (who will be back in the future) without me having to respond to what would make me happy. (I hate it when I am asked what would make me a pleased customer.)…

Poor after-the-sale support. Refused replacement within warranty period.. I bought three pairs of glasses here last year because I often lose my glasses and need to keep an extra pair (or two). I picked City Optix because it carries the Oakley prescription frames that I wanted. The total price for the three pair was about $1500.

That's a lot of money, and I guess I expected service to match. However, as I learned recently, the support after the sale is less than you would expect for the price.

After I ordered the Oakley glasses, the shop called me back a few weeks later to tell me that one of the sunglasses was unavailable with the gradient tint I had requested, so they would be using their own lab to make those.

I liked the looks of resulting product. Unfortunately, after less than a year these lenses started developing cracks around the drill holes. A break would leave a dangerous sharp edge near my eyeball. I returned to the store to show them the lenses and requested a warranty replacement, since it had been less than one year. They refused to replace the lenses, and I was offered the chance to replace them at my cost for $150. I felt, for my own safety, that I would have to replace them, even if City Optix wouldn't, so I paid the $150.

I was surprised that a shop which markets itself as an upscale store does not have service to match it's prices. I called two other eyeglass stores -- one in California, and even one back in Alabama where I used to buy glasses for cheap. Both of them said that the lens break within a year was covered under their warranty. I also checked the Oakley warranty (which I had thought I was originally purchasing), and found it to be one year.

Even though I brought these facts to the attention of the store manager, he refused to replace the lenses.

Lesson learned? You may find plenty of selection at City Optix, but BUYER BEWARE! If anything happens to your glasses, even during the warranty period, you may not receive the service you thought you were paying for.…

Great selection and service. I have been going to City Optix for years. I love the selection of frames and when ever I need an ajustment i just walk in there and they always fix me right. They will make special orders of frames they dont have if your a regular customer too!…

Terrible customer service, high prices. This has been the worst optometric experience I've ever had. After my exam, I was "encouraged" to try a different kind of contact, which took weeks to arrive. It's been nearly a month, and I'm still waiting for the office to simply follow my instructions/request. When I tried to pick up an item at 6:02 p.m., I was told the office was closed and I was too late. Terrible, terrible customer service and the definition of an optometrist who exists simply to sell expensive merchandise. I would not recommend this business!…