28.7.09

I can't see (the reasoning)


I have to get new glasses. This seems like a normal, exciting time where one shops the market, carefully selects the new frame that will make the fashion or sometimes non-fashion statement that one is hoping to project to the world and voila - geek chic - and time to move on.

But not for an Indian. For status First Nations in Canada it can be a time filled with dread. Just like dentist offices, it is when we have to pull out our Certificate of Indian Status (we have extended health care coverage through Native Insured Health Benefits) and hand it to the people who were so kindly helping us, only to be met with a big frown.

My last experience was great, I heard of a wonderful optician, Le Lunetier, in Lasalle, QC near Kahnawake Reserve that had amazing prices and great service to all, yes even those with a status card. But it was the experience prior that has me potentially scarred forever.

I went to Lenscrafters in the Toronto Eaton Center in 2005. I had been there before and got my glasses and lenses there with a little paperwork but overall okay (albeit overpriced) service. So I went there expecting more of the same. I had a CAA membership that entitled me to 30% off of a glasses and lenses package so I wanted to get a pair of great frames. I looked at a few pairs of Chanel frames and a lovely lady helped me figure out how much the frames and lenses would cost with the CAA discount and my status card health card benefits. The price seemed great, so I took the information with me to come back in the next week with cash in hand.

It all went awry on that second visit. I had my quote in hand and began talking to a guy in his late twenties about the purchase I wished to make. He was the manager and was quick to point out to me that I could not use the CAA discount and my status card at the same time. I showed him the quote and saw the lady who had helped me before and explained to him that I was told it wouldn't be a problem. She came and stated that it was okay and not a big deal. He preceded to dominate her and say that it was not possible because their computer wouldn't allow the transaction, and she said she knew how. He didn't care to hear of it and dismissed her and continued to scold me at trying to use my status card at their branch. How they "don't deal with that sort of thing." I was treated like a welfare case and like a person who did not even deserve to shop there. Their website does not state that their "special CAA offer" cannot be combined with extended health care benefits, nor that they don't honour people with Indian status health coverage.

I left the store in tears so horrified by how I was treated. I was expecting to leave ecstatic about making a Chanel glasses purchase, but instead left feeling like I was worthless. Perhaps on another day I would have found my voice to defend myself and my status card. But this was just another time I was treated like dirt just for being Indian and I was tired and I didn't want to fight, I just wanted to get some glasses.

So now I am looking for a new pair, and thinking maybe that trip to Kahnawake, QC is worth it, just so I can get some great glasses and good service.
Posted by Lisa ~ Urban Native Girl at 12:48 AM
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13 comments:

  1. Yikes! People can be so rude and inconsiderate. Even if that guy couldn't mix the combos, there's a way to treat a customer with patience and dignity throughout the process. I hope your next visit yields some awesome glasses and a pleasant experience!
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  2. Karen - Treating customers (and people for that matter) with dignity and respect goes a long way. Had that combo not been available I simply would have re-assessed my choices and made a decision from there. I really did need the glasses. I am hoping that the next experience will be great . . . :)
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  3. URGH! Babe, sorry to hear about your experience. I remember working in the mall in sales and having to process your card, it wasn't always the easiest because it rarely came up and I didn't know what to do. Regardless, I never made someone feel like this dude made you feel. You should send this post to their head office. The customer service email is lenscrafters@mailnj.custhelp.com. Smile girly, you'll get your Chanel!
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  4. That just sucks!

    I don't understand the guy's attitude. I mean, you have extended health coverage, great! I mean, it's not welfare, it's your right. I think kids in Canada get "free" dental exam: would a dentist look down upon them for that? And how about all the gov' workers who have really good coverage?

    I'm not being thick here, I know what the guy was thinking and it's just plain discriminative. People are idiots sometimes, but you really shouldn't feel bad or anything because you are entitled to eye care!
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  5. Oh yes, I've been through this as well. It's truly surprising how many dentists, chiropractors, optometrists, etc. have told me that they, "don't have the forms for that" and "wouldn't even know how to deal with that". It's so odd! Now, I either pay for it myself and have I.A. reimburse me or just deal with the services back home who get presented status cards every day.
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  6. so he thought the indian status card is a basically a coupon?
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  7. Casie - great suggestion, I had meant to do file a customer complaint years back but I thought so much after the fact it didn't matter - clearly it does since I am still affected by it.

    Zhu - thank you, I don't feel bad for it, but like Susan echoes is that when you go through your entire life and are constantly met with challenges, it becomes most annoying and disheartening.

    Susan - good point on getting the services and having them reimburse you, it is easier that way for sure. But think of all those who are unable to access those services because of these people who don't want to do the paperwork. They are missing out on services that they are entitled to because they are unable to pay upfront and wait the extended period of having IA reimburese them. It can take months sometimes, my heart breaks. Anyhow, thank you so much for commmenting and letting me know you share the same experience.

    Peruchito - a coupon that comes with paperwork that he didn't want to deal with.
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  8. ya.. when ever some employee f***s with me, i give a crazy smile. then make myface go super straight and in a monotone voice, i ask for their full name, employee number and then the manager. also the phone number of head office. and i take my time to write it down. scares most of them shitless. they usually do their job after that.
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  9. Don't let it get to you. I love what Peruchito says!
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  10. Thanks! I was just re-reading what Peruchito said and remember putting it into place at my university's administration and it worked like a charm :).
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  11. I just went in yesterday with my boyfriend who's native to get him glasses. He lost his last pair and status covers every 2 years so it's June and he can get them again. He's always gone to lenscrafters and he used to have this lady who'd give him coupons and random discounts and then add his status coverage so once he ended up with a pair of Oakleys for free! The reserve is only open on weekdays and they have to contact them every time a purchase with status comes through so we were going to pick them yesterday, and then they'd call the reserve today to confirm coverage. Then we were told that they'd see what his cheapest option was cuz they have sales on right now but you can't combine status with a sale. We were like wtf? What does status have to do with a sale price? The store still gets paid they're money either way. We had a new girl and she said she'd see if there was any way to do it and then the manager came out and said there wasn't and it's always been that way. It ended up saving us $5 more to go through their sale than status and we bought them just because he needed his glasses so he didn't want to wait (obviously, I'd want to see too). He works all hours that his reserve is open but I was pissed so I told him I'd call for him (I have to wait til tomorrow cuz he needs his card today and I want to have it with me when I call so I can give them any information of it they may need). I'm going to ask if that's even legal because say even if it were something like wellfare, would you suddenly not be able to buy something because it was on sale!?! I'd call ur reserve because it doesn't really sound legit to me.
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  12. It is the store policy not to allow the combination of the two - luckily you had an awesome sales person who knew how to do it without making it a big deal. I STILL haven't got new glasses - just use my old lenses only at bedtime. It's so lame but I have this nervousness now around buying glasses. Geeze! One of these days I'll buy a new pair. I'll probably just pay for it and wait for reimbursement even.
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  13. Ditch the Status card and live as an equal and its possible you will be treated as an equal.
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