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So, I thought, seeing as it's been some 20 days since my last attempt to buy new glasses, I'll phone the opticians and see what's what. What, it turns out, is that they didn't bother actually placing the order two weeks ago. That's right. They didn't place the order with Oakley, so of course my glasses aren't ready, because nobody had been asked to make them.
I was briefly speechless. Then I was very much speechful. There were questions, both rhetorical and otherwise, and there was shouting. Then there was a 50% refund. Some guy claiming to be the store manager said that they couldn't do that, but I really wasn't in the mood for people telling me what I could and couldn't do. I know for a fact that their PDQ machines can do refunds without customer present, so I made them do it while I was on the phone - seeing as I can't trust them to do anything when I'm not on the phone.
I have cost Vision Express well over a thousand pounds in the last three months. They don't make anything on the Oakleys anyway, and I'm now on my third pair. To be fair, if they hadn't screwed up so much, I'd have gone away happy and in focus - by the middle of august.
Good customer service isn't hard. It really isn't. I know. I've done it. What bothers me is, how come so few companies manage it? Howies, Smile, Wilkinsons (my local tea shop), Jarrolds, er, that's it. Even basic competency is almost too much to expect these days.
I must admit, I rather like this photo though.
24th Oct 2007, 14:45
| tags:vision express