Booked eye test online at Bourke St ( Royal Arcade) store in Melbourne city and I specified it was for contact lenses. No information was disclosed regarding charges, fees etc. when I was booking online, they made you feel like it is covered by Medicare, private insurance or free! On the day I ran 10 min late due to the xmas tram timetable and traffic congestion. I straightaway apologised when checking in but was not even given a chance to explain why I came late. All I received was unhappiness of their manager on shift who kept saying “you are late, you are late for 10 min….” I was under impression of his management and customer service skills as listening attentively and let people explain why they ran late is just a basic manner of being in a service industry, not even to say this man is a manager! The duration was 30 min so if you think 20 min is not enough just let me know and I’m quite happy to make a new appointment. Instead, the manager still directed me to the optometrist while kept saying “you are late”. So obviously it was ok, so why blame? While the optometrist started the conversation as same as “because you are late” then still ran through every test and even added extra scanning thing. Well, all was done in that 20 min, and end of the day, I was told this eye test was not covered by Medicare or private insurance, so I have to pay! And because I did extra scanning I was also charged fees on this. I was then told because the contact lenses need to be ordered through special supplier so I have to pay $49 as a deposit, but if I’m happy with the prescription and the product after trying on the trial set, and place my formal ordering through the store, the $49 will become a credit towards my ordering. So the total customer experience was not about I ran late, it was all about took me through every equipment then make me pay $109.00! 4 weeks later I received a call from them saying the trial set is ready and I asked if I can just come and collect it without making another appointment with optometrist, I was told that was ok. So I went to the store on time this afternoon and was serviced by the same manager who told me I must make another appointment with optometrist as she needs to use “tools” to fit the contact lenses into my eyes!!! I have been wearing glasses over 32 years and contact lenses over 20 years and this is first time I heard someone needs to use “tools” to fit contact lenses into my eye! I obviously understand I will be made to pay them if I book in this session so when I said no thank you I don’t need this service this manager punched on his desk and said “then you are not gonna get this trial set”. When I said I have right by law to take the trial set as I paid $49 for them. This man said “No you did not pay for it, and you will not get refund”, and told me feel free to ring Consumer Affairs. I was shocked of this man by his wording, his attitude, his emotion, his disrespect, and the way as a manager handling this matter, and of course his non-sense of consumer law at all! I looked at this man wondering I was talking to an animal, not a human being. What made this more ridiculous is this manager asked one of his staff members to deal with me instead! For God sake, that poor young girl had no idea of what was happening and she was thrown to an angry customer, while by all means, this man, as the manager, he should be the person of dealing with this situation and close it off! The total experiences was absolutely disgusting and all I felt was they try to take every cent out of people’s pocket. They do everything to make people pay.
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