SARABIA® OPTICAL - GREENBELT 5

Kind and quick service

I brought my mum at Sarabia Greenbelt 5 branch last week to have her eyes checked and gift her with a new pair of glasses. Carol attended to her needs quite well and she was very courteous and accommodating. It was a very good experience overall...... until the day my mum picked up her glasses on Wednesday, 19th June. I'm not sure who attended to her then as I was not with her. Anyway, according to her, they had her try the glasses, and then had the case put in a brown paper bag without them checking if it was in good condition or damaged, and my mum never had the chance to check it too. When she got home, it was only then that she found out that there was damage on the case. My mum asked me to check with the store if it can be replaced. Today, 21st June, I went to the store and showed them the photos of the damaged part of the case. It is disappointing to know that they won't have it replaced unless the damaged case is returned. Given the name of Sarabia being in this business for such a long time, I would assume that the shop would have ready and available spare cases on instances like this. The glasses we bought was not cheap too. I would be flying back to Sydney this weekend and it's not going to be easy for my mum to come back to the store and return the damaged case and then come back again to get the new one as she's already a senior citizen. She would need assistance from someone to travel back and forth, which is such a hassle for her given her age. I had high expectations in terms of good customer service from Sarabia, but I was greatly disappointed.

I was a regular at this optical shop till the lockdown of course. Visited last Monday to have my distance lenses changed and also to look for new frames, unfortunately, they didn’t have much new ones plus the ones I tried were blurry. When I looked at them, 3 frames I tried had finger prints all over. They were not even cleaned before and after which is a big no-no. So I decided to just use my old frame. They said it would be ready the next day and to wait for their text which never happened. I showed up today to pick it up and asked why they never contacted me, they claimed someone sent me a text which I never received. Anyway, I asked for my glasses and this is how they packed it … they stuffed my glasses in a ziplock (These are no regular frames either) and put it in a brown paper bag like as if I only paid ₱100. I will never go back to this shop and I suggest for the readers to go to LS Pascual in Rockwell where service is way better and will not put your glasses in a brown paper bag like peanuts. Very disappointed.