Sears reply (then mine, then theirs)

This is all via email mind you:

Sears reply (fairly early this morning)

Dear Susan White,

Thank you for your recent correspondence. We are always interested in hearing from our customers, but we regret it was this type of situation that prompted you to contact us. We apologize for the inconvenience you have experienced and understand your frustration with your local Sears Optical Center.

Please provide the Sears location at which this incident occurred, including city and state. Once again, we apologize for the inconvenience you have experienced with your local Sears Optical Center. We appreciate your business and value you as a Sears Holdings customer. We certainly hope you will continue to make Sears Holdings your choice for quality and value.

Sincerely,
Joanne J.
National Customer Relations
Sears Holdings Corporation

My reply:

Thank you for your quick reply. The store I'm referencing is (I put the location here).

To be clear, the associates were not rude (although I was offended to be given melted frames). At the same time they were not direct with me. If they had called me and told me there was a mistake and corrected it without my having to be involved the first time, I would be considerably less frustrated with the situation.

Thank you for your time,
Susan White

And their reply (which I only now realized was from a different person - which explains the use of the same canned phrase from before):

Dear Susan White,

Thank you for your recent correspondence regarding your experience with our Hurst Sears Optical. We are always interested in hearing from our customers, and regret it was this type of situation that prompted you to contact us. We apologize for the inconvenience you have encountered withyour new glasses.

We have forwarded your e-mail to our business partner. They will contact you within the next 5 business days to further discuss this matter. Once again, we apologize for the frustration your new glasses has caused you and we thank you for contacting us.

Sincerely,
Jennifer W.,
National Customer Relations
Sears Holdings Corporation

Nothing too spectacular there. Just wanted to give you the update.