Cohen’s Fashion Optical

An associate at this location damaged the frame of my sister’s Wayfarer sunglasses while tightening them. The irreparable kind of damage where a nice chunk of plastic was dug out of the exterior front of the frame. Glasses that she had for several years that she kept in perfect condition were ruined by an incompetent technician in seconds. To make matters worse — when we confronted the gentleman a few days later he argued with us, in front of customers while dressed in gym clothes because he just happened to be hanging out at work that day. We spoke to the manager, Walter, who actually had sent us up to his store to have the glasses tightened for free. Walter immediately conceited upon seeing the glasses and offered to replace the frames. Fabulous, right?! Except that it is almost two months later and our experience has been as follows:
Thursday ⁸⁄₁₈ — Glasses damaged
Sunday ⁸⁄₂₁ — Walter agrees to replace them, will call in one week
One Week Later — No call from Walter, we call to follow up and are told that Rayban is on Summer vacation and will reopen Sept 1^st.
First Week of Sept. — No call from Walter, we follow up, we are told they will receive them mid-​September but don’t worry he will call us when they are in.
Mid-​September — No call from Walter, we call to follow up. They are in and can be picked up. I ask are they the correct lenses, I am assured yes, they are.
Late September — We go to pick them up, they are clearly not the same glasses nor are they the same lenses which Walter assured us he could get. At that point we are told that a store in New York has ONE PAIR in stock and that they are going to over night them — to be received Monday.
Monday — no sunglasses, no call from Walter
My sister calls to follow up on Wednesday and is hung up on twice. I call and Melvin picks up, says Walter is «working with a customer» and he will call my sister back with an update. Never called.
After researching our options with other Cohen’s we have discovered that Cohen’s has a history of screwing people over, they have a consumer report complaint file to support it. I work in high end retail and have had to spend thousands of dollars to rectify customer issues, regardless of if they were our fault or not — it is in a company’s best interest to keep the client happy. Walter, Melvin and the associate that damaged the glasses have made us both feel helpless in the situation. I even heard laughing on the other end of the line after I called because they hung up on my sister twice. Yes, I am disgruntled but I am also an honest person and care about the purchases I make and services I pay for because I work hard for my money. Shop around because I would not trust that this establishment will stand behind their products or services. There are several other sunglasses and eye wear stores in the Northshore Mall that have been there for many, many years.
As far as selection, if you like one type of reading glasses, the thin, almost invisible kind of glasses that everyone has then you will find Cohen’s has a great selection. If you are looking for a sunglasses, I don’t recommend this store, their selection is limited and inconsistent.
If this issue does get rectified I will update my post.

Superior service! They have certainly won my business.
Let me start from the beginning. I’ve worn glasses since I was 8, so I know what to expect from an eye exam and how glasses should feel when they are properly prescribed and fitted.
I had an exam in February at another chain. The job was rushed and the outcome was glasses that didn’t work well. This time, the exam was really thorough. The doctor took the time to make sure the prescription worked for me. I am very happy with the results.
The woman who helped me pick out my frames was fantastic. She went out of her way to make sure I was happy with my decision. I couldn’t have asked for better service. My glasses were ready within the hour. The sunglasses took quite a bit longer, but the location worked with me to make sure I had them before I left for vacation.
I will definitely be coming back here in the future.