first and foremost I have been a BJ member for a few years now. I recently moved to Willoughby from the west side and I loved the service Of the optical Dept received at Middleburg store so I suggested my girlfriend to get her glasses at the BJ store in Willoughby. Things started out ok she picked out frames gave michelle the girl working there the prescription and we ordered them. The price was surprisingly large as we had thought it would be cheaper but because my girlfriend liked the frames I talked her into getting them. We placed order and Michelle Said it would take 3 weeks to get them. they were ready almost exactly 3 weeks from when we ordered them!! when my gf picked them up Michelle was very rude, didn't offer to fit them in her face handed her everything and basically sent her on her way. I was appalled to hear this because I had such a great experience at the Middleburg store I felt this store was the same... I guess not!!! unfortunately a few months later my gf had scratched her lenses up and when we stopped at the middleburg store because we didn't want to go back to the Willoughby store they said in order for us to order new lenses we had to go back to the store where we purchased the original order from. ... so we went back there to the Willoughby BJ optical center and dropped off the frames with the lenses intact to have the lenses that my gf scratched up to be replaced which we paid for at a hefty cost!! anyway they took all her info down even though they had her in the computer from the original order. we paid for them in full and the man (not michelle) that was working that day was absolutely very nice and accommodating he said it would be 3 weeks ... we dropped off June 1st and got umm back today June 22nd but when we called last week to check on the order with my gf's name she asked them if they had the right number to call her... it was michelle on the phone she read the number and it was off by one number so we gave michelle the right number and she said she would call when they came in. so today June 22nd we called and michelle answered and we asked if the glasses were in and she said yes they are but she tried to call my gf but michelle mentioned that they had the wrong number even tho we made sure last week that they had the proper number when they realized it was the wrong number last week. so they never changed it to the right number left us hanging wondering why they haven't called. so them my gf went in today to pick umm up and boy she was surprised because michelle said all she had was lenses no frames with my gf dropped off both lenses and frames ... michelle said they must of lost your frames at the factory that's why they only shipped the lenses!!! ARE YOU FRICKING KIDDING ME!!!!! That is what my gf said ( keep in mind this experience has not gone well from day one) so Michelle went to the wall picked out the original frames and luckily they had umm and michelle put the lenses into those frames handed them to my gf and my gf asked can she get a case .. Michelle's response was "we gave you that when you originally ordered them and we don't normally give out cases on repairs" so my gf gave her a frown and we sense that michelle knew my gf was upset with how this ordeal was handled so Michele gave her anew case (which I am sure the case only costs a buck or two) so michelle was cleaning the glasses and my gf asked if she could get a new wiping soft cloth and again michelle responded not too nicely and said the same thing: " we gave that to you in the beginning" yet she was apprehensive to give it to my gf knowing my gf was annoyed! this was the worst and most expensive experience we have dealt with and we do not recommend anyone to get glasses from this facility ever. AND never once did Michelle ever apologize. Whether it was a factory mistake not sending the lenses or someone somewhere messed up there should of been an apology! we feel we got ripped off here with what we paid and could went elsewhere and had better prices and better service.

Service and quality are amazing!! Best opticians! Never had a problem! Keep up the work BJs!!