Rude, bad service
I purchased a pair of glasses at Cohen's Fashion Optical on West 72nd Street in Manhattan. Under normal use, the dark plastic frames became discolored and whitish in places so I called the store about replacing them. I was told that I needed to speak with the manager, who was out and would call me back the next day, but I never received a call back so I went to the store.
Both the salesperson I spoke with in the store as well as Kim (?), the optician and manager, were very rude and snippity. They seemed disinterested in helping me since I purchased the glasses prior to the recent change in ownership of the store so from their perspective I was not their customer. Kim told me that I needed to speak with the frames company - she had me call them from the store. But when the frames company told me that as a wholesaler they only dealt with opticians, not patients, they would need to speak with the optician, Kim played "passive aggressive" and would not come to the phone - she went to the back of the store, then took care of another patient, only speaking with them when the frames company representative, who was trying to be very helpful, was about ready to hang up since she couldn't stay on the phone forever. And in her conversation with the frames company she made no effort to get them to replace the frames.
Cohen's did not address my problem adequately and the only options they offered were to sell me a new pair of glasses, or a replacement frame for nearly 3 times as much as the price for replacement frames online. They made no effort to provide patient-centered care. All in all it was a very unpleasant experience dealing with this store which does not make an effort to stand by its product.
I've had a good experience with Cohen's Fashion Optical in the past, but each store is an individual franchise and I would recommend against going to the Cohen's Fashion Optical on West 72nd Street in Manhattan - there are several others nearby which would be a much better choice.