The Experience

Sunday October 11, 2009
My wife and I went to Square One in Mississauga to shop for new glasses. Since I've bought my past 4 sets of glasses from Hakim Optical we decided that should be the first store we visit in our search. We entered the store around 2pm and took a look at some of the frames that were near the front of the store.

Nothing was of interest so we made our way to the glass cabinet where the designer frames are kept. A store representative by the name of Grace helped us pick out several frames from the cabinets and placed them on the main desk for me to try on. I must have gone through about 10-12 frames before we decided on two frames that most suited my face. Grace was helpful in giving honest opinions on what suited my face and we had a pleasant experience dealing with her.

During our conversation with her, we pointed out that I haven't gotten an eye test done recently so before I can make any purchase I'll have to get the exam done first. She gave no indication that this would be an issue. The conversation turned to price of the glasses; keep in mind that no price tags were on the frames to begin with (I'll get back to this later). In order to get an accurate price for the glasses she needed my prescription; so I asked if she could look up my last purchase from Hakim (which was about 2.5 years back).

She had difficultly looking up the file, so she asked her fellow colleague Johan to assist her in pulling up the information. Johan was helping several other customers at the time, so Grace went to help them while he came to pull the data on the computer.

While he was searching for the information my wife and I asked him a series of questions about the frames that I was interesting in purchasing. I tried them on again while he gave me some feedback on them. Eventually he was able to pull the data up; he was able to pull up my past prescription and proceeded to give me a price for each set. One set would have been about $650 and the other $550; if I bought both he was willing to sell them to me for $1000.

The prices were fair considering I paid about the same for my current frames that I own. However this is where things get very disturbed. The entire experience up to this point was very pleasant and upbeat. I asked Johan for his card and if he could write down the model numbers of the frames for me. At this point it became very clear that I had broken a Taboo in the glasses industry; Johan's attitude completely changed 100%. He stared at me for several seconds before answering "No I absolutely cannot and will not ever do that for you, the model numbers are secure company information and I cannot leak that information outside of my store". I was surprised by this, as I know for a fact that stores will give model numbers so that when a customer returns to make the purchase everything can move along; instead of having to search through the THOUSANDS of frames in a store for that one specific set that had been decided upon.

I told Johan that its no problem then if he can't give me the model numbers, instead how about I give you my card; and he can write the model numbers down and just keep the card. When I come back in two days he will then have the model numbers of the frames of what I liked. This is also where things get more interesting; he YELLED at me stating that he cannot write down any model numbers; it is against store policy. He yelling at me was the final act of ignorance that I was willing to accept. I snapped back at him then how would you like to proceed. I want to give you a thousand dollars to buy these glasses from you. How do I do this? What do I have to do to make sure that when I come back here on Tuesday you will know EXACTLY which frames I wanted to buy. He proceeded to yell back that if they are sold them I'm out of luck and will have to settle for something else.

For those reading this and have ever had to buy prescription glasses; I'm sure you can obviously relate to how stupid this must sound.

I proceeded to inform Johan that if its money that he wants then I've got NO problem paying for the whole thing and just letting him keep both my money and the frames. When I come back I can just give him the prescription and he can get them developed. I also reminded him that he can view on my profile that I have bought 4 frames from Hakim optical in the past 4-5 years. I'm a returning customer and have NEVER had any issues with the company.

Johan seemed to have a psychological lapse because he started repeating the words "Its best that we just leave it at this". He started repeating it over and over and over again….? I stood there looking at him and asked him what do you mean "leave it at this". He looked at me blankly and repeated the sentence….. Then I questioned him what does "this" mean? Cause the last offer I made was to give him $1000 cash and buy the frames, so are you accepting the offer? He suddenly had a confused look on his face and after literally what felt like 10 years passing he started to speak…."No, its best that we just leave it at this…." HUGE WTF moment…..

I snapped back at him, so basically you're saying that you won't accept my fucking money. You're such a big man that can refuse to offer a product to a customer for what reason? He turned around to pick up a phone; stating he's calling security to throw me out of the mall. I said go ahead, I'm sure they'll love to hear how you are throwing out a guy who simply wants to give you money for a product… What is your excuse for wanting to throw me out? What is the reasoning….

As he was on the phone I snapped if you want to call security then by all means go right ahead; I'm going to call the cops on you. Let see them settle this whole mess. I have the Mississauga Police in my cell phone so I did proceed to call them while he was literally one foot away from me calling mall cops.

I got through to the Mississauga Police and proceeded to explain my situation to them briefly; I was transferred to an officer who listened to everything I had to say. She told me that unfortunately it sounded like I was being profiled. She told me that the only course of action that I have is to call the Human Rights Commission and Better Business Bureau to voice my complaints.

Getting no where there I thanked her for the advice and informed my wife of what she said. By now Johan had disappeared; he wasn't in the front of the store any longer. We left the store and proceeded to walk back into the mall. My wife was trying to get me to calm down as I was just fuming. For those who know how mad I can get you know it can be difficult for me to calm down. Lol

Anyways as we were about 250 feet away from the store we saw a couple of security guards approaching. I knew they were called so I stopped them myself and let them know they're probably going to be looking for me. The guards were very nice and professional; they let me vent the entire story to them; they listed to what my wife had to say AND they listened to an older lady who had apparently witnessed the event.

One of the guards left us to go into the store to talk to the sales rep who had called them. While he was gone the guard who stayed with us told us about how shocked he is that we were treated this way; the way the economy is going stores and business need customers to survive. But obviously Hakim Optical is doing just fine; they can get away with treating their customers like garbage.

When the other agent returned from the store he told us that basically we are completely free to do what we have to do in the mall. He told us that basically the only restriction I have on me is that I can NEVER again enter the Hakim Optical store in the mall…. Both my wife and I agreed that obviously with how we were treated by the sales guy we wouldn't be looking to ever enter that store again. I asked what was the reason Johan gave, security guard basically said he didn't give one; just that its his store, he's the owner/manager and he can refuse to give service…. This is where I got a nice little shock, so the guy I dealt with is the store manager… quiet an impressive sales technique he has to deal with customers.