text: My wife and I walked in to get new glasses for me.  We ended up spending almost $750 for two sets (me & her). We were ther for awhile but  I had a nice pair of glasses and I was happy. ok 8 mos. go by and one of the little rubber 'templets' breaks. I bring it in and they say' no problem we will replace it FREE you just need to cover shipping ($10). I thought that was excessive and it seemed nonsensical to say it's free. I pushed back and the mgr said; yes that's our policy. I said for 1 rubber templet ? they could drop it in an envelope and put a $0.50 stamp on it. She Said 'They charge us so we charge you'. I reluctantly paid it. They said it may take 2 weeks to get it. Long story short, I called the frames co. in NY. Told him my style of frames and explained the problem. He said  whats your address? I just received them in the mail. Four rubber templets and guess what?.....  wait for it .....  They came 5 days later in an envelope with a $0.50 stamp on it and the company didn't charge me a dime.\n\n PS-- we have three kids and the oldest (11) already has glasses and the other two are right behind her. and of course a friend in Stetson Hills asked me where I got my glasses. I love telling the story. Moral to the story;  the customer is NOT ALWAYS RIGHT. But, The life time value of a customer is worth more than $10. It's way cheaper to keep a customer for life, than it is to acquire a new customer.  When I called back and happened to get the owner on the phone -- \nI told him I wanted to cancel my order for the templets? he was nice and said - come on in and get your $10 credit.  I don't think he had any idea of what happened and I'm sure if he was there when I walked in -- it would've went differently.