Frame Mender
1010 Rockville Pike Ste 100
RockvilleMD20852
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Description
* frame mender was voted "best eyeglass repair shop" by washingtonoan magazine. ** frame mender professionally restored president j.f. Kennedy's iconic sunglasses and preserved them for posterity
Member Reviews
Thank you frame mender, you are a god send. You saved me $400 that I do not have in these difficult ...:
Thank you frame mender, you are a god send. You saved me $400 that I do not have in these difficult economic times. GREAT JOB, YOU DO GREAT WORK.
Worst Customer Service Ever! Never go there!!!!:
I never write reviews and created this profile simply because I had such a terrible experience with Frame Mender in Rockville, MD.
The arm of my glasses broke and I brought them in for repair last Saturday, picking them up an hour later. I wear contacts, so when I got back to the shop, I tried the glasses on just to make sure they fit OK and didn't hurt my face - although I wasn't able to see anything out of the lenses, obviously. Everything seemed fine, so I went home and didn't try them on again until later in the evening.
When I tried them on again, I noticed that the lens on the side where they did the repair was 'dirty' and I couldn't see out of it clearly, so I cleaned it off with my t-shirt. Still no good. I then examined the lenses and noticed that it was distorted somehow - like something had warped the anti-reflective coating on the lens. The lenses were 100% fine when I dropped them off, not even a scratch on them, so I made the assumption that something had happened at Fram Mender - which honestly I feel pretty confident that something happened there because I only put them in their glasses case between the time they left their hands until I tried them on again that evening.
So, skip a few days until I was able to call them about this damage (they aren't open on Sundays and I wasn't able to call them Monday, Tuesday, or Wednesday because I was out of the office from 8am-7pm each day for off-site meetings and couldn't make the calls). This is just a little background to the treatment I received when I called first thing on Thursday morning.
I'm not sure exactly who I talked to, but the man on the phone was not receptive at all to my complaint. I told him the story exactly as I did above and he immediately got defensive and said it couldn't have been them because they don't use heat and that he thought this call was a little bizarre since I waited so long to call. I explained to him that I wasn't an expert in glasses repair and that I made an ASSUMPTION that it was heat - it could have been anything else. AND I explained why it took me so long to call back. Long story short, he kept interrupting me and when I tried to talk again he got heated with me and berrated me for interrupting him. It was clear he wasn't going to believe my story and the idea of working on finding a reasonable solution with a customer was obviously not an option for him. He actually hung up on me after our conversation became even more intense because he kept insinuating that I was making the whole thing up.
Unfortunately, I won't be able to make it to their office until 3 Saturdays from now because I will be out of town starting tomorrow and can't get to their office on any other day than Saturday. I am imagining that this won't turn out any better and that they won't even think of giving me a refund for my completely useless glasses simply for goodwill so that I may consider them in the future.
A $300 pair (with lenses - I have no insurance!) down the drain. Not to mention the $70 they charged to ruin them! :o(
The arm of my glasses broke and I brought them in for repair last Saturday, picking them up an hour later. I wear contacts, so when I got back to the shop, I tried the glasses on just to make sure they fit OK and didn't hurt my face - although I wasn't able to see anything out of the lenses, obviously. Everything seemed fine, so I went home and didn't try them on again until later in the evening.
When I tried them on again, I noticed that the lens on the side where they did the repair was 'dirty' and I couldn't see out of it clearly, so I cleaned it off with my t-shirt. Still no good. I then examined the lenses and noticed that it was distorted somehow - like something had warped the anti-reflective coating on the lens. The lenses were 100% fine when I dropped them off, not even a scratch on them, so I made the assumption that something had happened at Fram Mender - which honestly I feel pretty confident that something happened there because I only put them in their glasses case between the time they left their hands until I tried them on again that evening.
So, skip a few days until I was able to call them about this damage (they aren't open on Sundays and I wasn't able to call them Monday, Tuesday, or Wednesday because I was out of the office from 8am-7pm each day for off-site meetings and couldn't make the calls). This is just a little background to the treatment I received when I called first thing on Thursday morning.
I'm not sure exactly who I talked to, but the man on the phone was not receptive at all to my complaint. I told him the story exactly as I did above and he immediately got defensive and said it couldn't have been them because they don't use heat and that he thought this call was a little bizarre since I waited so long to call. I explained to him that I wasn't an expert in glasses repair and that I made an ASSUMPTION that it was heat - it could have been anything else. AND I explained why it took me so long to call back. Long story short, he kept interrupting me and when I tried to talk again he got heated with me and berrated me for interrupting him. It was clear he wasn't going to believe my story and the idea of working on finding a reasonable solution with a customer was obviously not an option for him. He actually hung up on me after our conversation became even more intense because he kept insinuating that I was making the whole thing up.
Unfortunately, I won't be able to make it to their office until 3 Saturdays from now because I will be out of town starting tomorrow and can't get to their office on any other day than Saturday. I am imagining that this won't turn out any better and that they won't even think of giving me a refund for my completely useless glasses simply for goodwill so that I may consider them in the future.
A $300 pair (with lenses - I have no insurance!) down the drain. Not to mention the $70 they charged to ruin them! :o(
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