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I worked at 1-800 CONTACTS full-time (Less than a year)
Awesome cafe and great perks. New building was just finished and they have a volleyball court a great catering chef.
Too much sales pressure. They focus so much on sales metrics that they want you to get the sale. Tell you what you can do to get a sale every time. Not everyone needs a 2 year supply of contacts.
Advice to Management
You say that you sell service but you really need to focus on that and less in the sale. Go to traditional metrics and ditch the quotas so that reps feel more comfortable to service the customer.