Santa Fe Optical

I was instantly impressed by the level patience and attention to detail the opticians had while having some sunglasses I received as a gift adjusted. The ladies that work at this location provided refined customer service and I will be shopping for my next pair of sunglasses /​optical frames from here. Highly recommended!!!

Never again. If only Unilocal had a 0 star button that would be great. I called about some frames and ordered them through the phone. The next day I while out shopping I found the exact frames in stock so I called to cancel. They told me No returns. No one told me there was a «no return policy». I also wanted to add that I have never been to this store. Right off the bat the girl who answered the phone (Rachel) was extremely ugly and rude. First of all, how is there not a return policy? They aren’t coming with my prescription in them. They are just the frames. I also don’t have the product in my hands. Yet they will not refund the money back to me. Stating it says so on your receipt, Well lets recap I DIDN’T GET A RECEIPT OR SIGN ANYTHING. Apparently all the managers are all out too how convenient. If you can return a car you can return some frames that are not even in my possession. What upsets me the most is I didn’t wait a week or two weeks to say anything I called within 24 hours to tell them this. Just to get blown off and be told you can pick them up when they get here. That has to be the WORST customer service I have ever experienced. I will never EVER shop here again. If you want great customer service and a better price on frames go to Fine Eyewear. I forgot to add I’m paying 60 dollars more for the same frames at Santa Fe. That place is a rip off. That was my lesson learned.

Have you ever visited those eye doctors that claims they always get the newest technologies and equipments but no one in the office from the nurses to the doctor themselves know how to properly operate the machine? Well, that’s how I would describe my one-​year relationship at Santa Fe Optical… sort of.
I’m a frequent traveler and an avid eyeglasses shopper that has visited many high-​end European and Japanese glasses boutiques both in the states and abroad. When I moved to Austin, I was searching around for a high-​end boutique that I can rely on locally and came across Santa Fe Optical. Everything about Santa Fe Optical is nice looking, from the store design, staff, to the large selection of expensive beautiful designer display frames. When one walks into a store that asks around $ 1,000 for a pair of glasses, this is what you’d expect. However, the part that customers don’t get to see is the most important part of Santa Fe’s problem: the finished quality of the customer’s very own glasses.
Let’s be fair here since it is the nature of how all glasses stores operate, the customer rarely knows how their glasses will turn out before they pay. But since I have had some past experiences, after I found my desired pair of rimless frame and lens choice, I asked my optician to show me a pair of customer’s finished glasses to check out their lab’s quality. I noticed that the edges of the lens although polished shinny, has a bit of wavy and uneven appearance. I asked if that is something the lab can take caution of when they make my pair and my optician said no problem. After I paid and patiently waited around 6 weeks, the glasses finally arrived. One of the first things I checked is whether the lens were cut smoothly and evenly around the edges, and that my frame has no scratches from shipping and lab processing. To my surprise, I found both of my lenses to have unfinished bumps that can both be felt and seen. There was also some minor paint scratches near the arm joints. I made note of the problems to the store manager and they agreed to remake the pair whenever I am convenient to bring the glasses back in.
A few months went by and after I’ve obtained an extra back-​up pair from another boutique, I brought my Santa Fe pair in to get the lens smoothed out. After 2 weeks, the shop called and said that one of my lens coating cracked when they pulled my glasses apart so they are in the process of ordering brand new lenses to remake my pair. Another month went by and finally I received the call that my glasses are ready for pick up. Again, I went in and checked out the quality. This time, one of the drill holes was drilled too wide and have chipped edges from drilled tool mark at the hole entry. Due to the falsely large drill, extra glue had to be applied and it over-​flooded onto the surface of the lens. The look was simply unacceptable for a pair of «high-​end» glasses and I pointed out that every single demo pair on their display shelf looks better than mine. The manager asked me whether I wanted to take my pair home and wait for him to consult with the owner to see if they can remake that one single lens for me. After waiting impatiently for 2 more weeks, the store manager called me and apologized that my account has «run out of re-​makes».
I left the store as an unsatisfied customer now having to either live with an ugly drilled $ 1000 rimless glasses or having to find another responsible boutique elsewhere. Like I said, the people working at Santa Fe Optical are cool and friendly, but the lab’s quality and consistency is probably as old as the chain itself from the 80s. Do not believe their words when they say that their lab has invested in lots of expensive high-​tech systems, because the lab technicians obviously don’t know how to correctly assemble glasses.

I purchased my current pair of glasses at the central location about 5 years ago and have since been back for adjustments and to have the temple pieces replaced, which the staff was more than happy to help me with. Ibfinally decided to get a new pair of frames and some prescription sunglasses.
Scott helped me pick out so many frames that I would have never gone for, but fell in love with. The store was fully staffed as opposed to my experience at LensCrafters with the lone teenage employee who was no help at all. Santa Fe has the most awesome selection of hip, edgy, fun, and funky frames. They all cost a pretty penny, but Scott helped me find some that fit my budget. When I was finished shopping, I mentioned an issue with my current frames and he quickly volunteered to take them in the back and fix them up for me.
I have never before or since experienced the level of service and the amazing selection that Santa Fe has to offer. I don’t think I will ever purchase frames anywhere else!

Just bought regular glasses and sunglasses here. Customer service was fantastic! Scot, the manager, was especially helpful, knowledgeable, and courteous. He was very good at matching my face, hair color, sense of style etc. with enough frames that I had lots of options, but wasn’t overwhelmed. Best selection of unique and stylish frames that I found in Austin. Latest technology in frame and lens materials. Upper end of price range, but I felt like I got what I paid for. Overall very impressed and would definitely go back!