Complaint Letter

Here's a letter I'm sending to whoever owns a certain Pearle Vision store in McKinney. It's formal, so it's filled with inflated language, passive voice, and a bunch of other stuff I despise. Yep, I'm being lazy tonight; it's Friday.

Mr. BLANK
Owner
Pearle Vision

Dear Sir:

I am writing to inform you of an incident on February 27, 2007 at approximately 3:40 P.M. in yours store. My mother and I stopped in to pick up her contacts and get my glasses adjusted. Clerk Missy took my glasses without a word to the back. Two minutes later she called Lab manager Dennis Waterman to the back room. Three minutes after that both returned. It seemed like a long time for routine adjustment.

Missy cleaned my glasses and handed them back to me. After slipping them on I noticed what I thought was a fingerprint on the right lens. I tried to wipe it away with my cloth, but it was stubborn. I held it up to the light and saw that this was not a smudge, but a series of spider webbed cracks within the lens. I immediately returned and since Missy was assisting a customer, I politely pointed out the damage to Dennis Waterman who inspected the glasses. He denied fault instantly. He told me the scratches resulted from pressure and must have been there prior to my visit. I calmly told him the marks were not there before and that I had no way of inflicting scratches on the interior of the lens.

Waterman continued describing how Pearle was not responsible for the scratches and that I previously damaged the lenses. Insisting over and over that he was not liable and I scratched the glasses, Waterman condescendingly asked me if I understood what he was saying. I said I understood, but did not agree. I asked Waterman if he understood what I was saying. Instead of answering, he accused me yet again of pinning previous injury to my glasses on him. In a civil tone I asked Waterman point blank, “Are you calling me a liar?” Rather than answering, Waterman asked if I bought the spectacles from him and when I said no, he explained it was protocol for employees and patrons to inspect the glasses before alterations could occur, and that normally he doesn’t like cleaning or adjusting eyewear purchased elsewhere. I told him Missy did not mention anything to me and he became frustrated and turned me over to her. Waterman was loud, disrespectful, and above all, dishonest, as he talked in circles while other customers were present.

I showed Missy the glasses and she appeared nervous as she denied fault. She was however, pleasant, and finally agreed to replace the lens. Although neither employee admitted a mistake was made. Instead they conspired to cover it up and hope I got far enough away so they could tell me they’d never seen me before. At least Missy had the sense to put an end to the scene Waterman created. She had me sign a waiver stating only the right lens would be replaced and asked me for the brand of lens and prescription. I asked her if she would read the prescription from my lens and after hesitating she did, but wanted to me to verify it was correct before ordering the lens.

Afterwards I visited the LensCrafters in Stonebriar Mall. I asked Amy Blevins what she thought happened to my glasses. Without hesitation she said the frame was heated up without protecting the lens. When asked what she would do if she had damaged the glasses, Blevins said LensCrafters would replace both lenses. I am only asking for one lens, the one Missy cracked and Waterman lied about, and the truth. I am available by phone at 972-832-2593 if you would like to discuss the matter further. Thank you for your time and consideration.

Sincerely,


Charles J. Reith III

Fire those lasers up! As soon as I get insurance, I'm getting lasik surgery.