Jaimes Tan
Subject: Complaint Regarding Poor Service at W Optics, Compass One I am writing to express my dissatisfaction with the service I received at W Optics, Compass One, on January 31, 2025. I was assisted by an employee named Steve regarding the replacement of my broken SwissFlex frame. Steve initially assured me that the replacement could be done. However, after I made the payment, he informed me that the frame needed to be sent back to the factory for replacement, which would take a few days. This was unexpected and disappointing, as I had assumed the replacement could be done on-site. Since I urgently needed my prescription glasses, I inquired about getting a simple single-vision lens with a new frame instead. Steve assured me that, despite the Chinese New Year period, he would try to arrange express service, and the new glasses should be ready by February 3 or 4. He also promised to inform me once they were ready. Unfortunately, I did not receive any updates or calls from him by February 4. When I contacted the store myself, I was shocked to learn that they did not even have my record in their system. This experience has been extremely frustrating and disappointing, especially given the urgency of my need for prescription glasses. I would appreciate it if you could look into this matter promptly and provide a resolution. Thank you for your attention. I look forward to your swift response.