Exclusive Eyes

iamreallyreilly

Here is a transcript of email correspondence between me and Exclusive Eyes. Needless to say, there has been no response to my last email. My research suggests (and I am quite convinced) that the glasses went to east Asia to be lensed. I did get my money back, but there is something dodgy going on here so I felt it best to post here for others to find. I really would advise anyone to avoid them.

Read from the bottom up.

-_-_-_-_-_-_-_-_-_-_-_-_-_-_-_-_-_-_-_-_


Hello,

Thank you - the refund has landed in my bank account.

As I previously mentioned, it is now important that I understand what it is that you are actually offering your customers. There is definitely something amiss here. I believe that:
- you do not have an office in London;
- If you do, please tell me the verifiable location
- you do not have an office in Milton Keynes, as stated over the telephone;
- If you do, please tell me the verifiable location
- there is a very real possibility that my frames left the country and were shipped temporarily to China;
- Please tell me where exactly they were sent and who completed the work carried out on them. I will validate your reply.
- that the 3 working day delivery timescale quoted on your website can never be met.
- Given the above, I find it difficult to understand how you can turn around an order quicker than circa 14 days.

Please clear these points up for me at your earliest convenience.


Regards,

DR

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Original Message

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From: customersupport@exclusiveeyes.co.uk [mailto:customersupport@exclusiveeyes.co.uk]
Sent: 05 August 2010 13:40
Subject: RE: !!VERY IMPORTANT!! RE: FW: Order Number - +removed+


Hello,

Thank you for your email. I can confirm that your refund has been
processed and should reflect back into your account within the next 1-2
working days.

I hope this helps.

Kind Regards,

Carolynne Goodchild
Customer Support team

Email

-

CustomerSupport@ExclusiveEyes.co.uk

Web

-

ExclusiveEyes.co.uk

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Original Message

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Hello,

Thank you, I have received the returned glasses.

However, I am yet to receive the agreed refund.

You debited my account on the 06 July 2010 to the tune of £23.95 and you
have agreed to credit this value. Under the terms of our agreement, the
refund must be made by 06 August 2010.

Please read the emails below if your memory requires refreshing.

Once a refund has been received, I will want some answers from you and I
will send my questions on a separate email. I am quite willing to report
you to all trade bodies concerned, including Trading Standards, if you
cannot provide me with acceptable responses. It isn't possible for me to
dismiss your dishonesty up to this point without further explanation.

Please confirm when this refund has been completed.

Regards,


DR

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Original Message

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From: customersupport@exclusiveeyes.co.uk
[mailto:customersupport@exclusiveeyes.co.uk]
Sent: 04 August 2010 09:38
Subject: RE: !!VERY IMPORTANT!! RE: FW: Order Number - +removed+


Hello,


Thank you for your email.

Your parcel has been sent by special next day delivery.

The royal mail tracking number is: +removed+.


Kind Regards,

Carolynne Goodchild
Customer Support team

Email - CustomerSupport@ExclusiveEyes.co.uk

Web - ExclusiveEyes.co.uk

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Original Message

---

Hello,

Forty eight hours have passed and I have not received the promised
delivery tracking number from you.

Please provide me with an update.

Regards,


DR

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Original Message

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From: customersupport@exclusiveeyes.co.uk
[mailto:customersupport@exclusiveeyes.co.uk]
Sent: 30 July 2010 14:48
Subject: RE: !!VERY IMPORTANT!! RE: FW: Order Number - +removed+

Hello,

Thank you for your email.

I apologise for the inconvenience caused to you because of the delay in
delivery of your glasses.

I can assure you that we will have them delivered to you before
6.08.2010.


We will do all that we possibly can for your satisfaction.

Kind Regards,

Carolynne Goodchild
Customer Support team

Email

-

CustomerSupport@ExclusiveEyes.co.uk

Web

-

ExclusiveEyes.co.uk

---

Original Message

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Hello,

I have just received a telephone call from you and for that I thank you.

However, I am still extremely dissatisfied.

I was lied to on a number of occasions on the phone call and this is
absolutely unacceptable.

You have left me in a position with few options, so I agreed to accept a
full refund and return, via recorded delivery, of the frames I sent to
you
(brand new pair of Oakley glasses, model code 12-411 - tortoise shell).
You agreed to send me the recorded delivery reference for the glasses
within 48 hours.

If I do not take receipt of BOTH the cash refund and physical Oakley
frames in the condition I sent them to you by the end of the business day
on 06th August 2010, I shall take action and begin legal proceedings
against you.

Please take this message as a written, signed log of proceedings thus
far.

Kind Regards,



DR

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Original Message

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From: DR
Sent: 27 July 2010 14:26
To: 'customersupport@exclusiveeyes.co.uk'
Subject: !!VERY IMPORTANT!! RE: FW: Order Number - EE3311 +removed+ -
Importance: High

Hello,

It seems to me that you are sending the below response to all of your
customers.

Be sure that I am a man of means. I have access to a lawyer on retainer
and the means to take you to court. I have looked into your accounts and
am aware of your director's details.

I am currently not satisfied that you are a real business and that you
are
willing to return my goods.

If you do not return my frames within the next five days, please expect
me
to take legal action against you.

Please take this email as a written, formal request, for you to return my
frames. The date of this request is the date this email was sent,
regardless of when it was read.


Kind Regards,


DR

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Original Message

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From: customersupport@exclusiveeyes.co.uk
[mailto:customersupport@exclusiveeyes.co.uk]
Sent: 21 July 2010 09:10
Subject: Re: FW: Order Number - +removed+


Hello,

Thank you for your email.

The first set of lenses have failed the quality check we have placed
another order with our suppliers.
Once we receive the lenses the glasses will be dispatched in 3-5 working
days


Kind Regards,

Carolynne Goodchild
Customer Support team

Email - CustomerSupport@ExclusiveEyes.co.uk

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Original Message

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Please respond. Thank you.



From: DR
Sent: 16 July 2010 09:47
To: 'salessupport@exclusiveeyes.co.uk'
Subject: Order Number - +removed+



Hello,



Can you please update me with regards to the above order number? Can
you let me know when you are likely to send the glasses to me?



Many thanks



DR

DonGotti

Has anyone had any positive experiences with Exclusive Eyes? Their prices for rimless glasses are excellent and unfortunately Select Specs' rimless range isnt as good as it used to be

wagger123

customer service with this company is none existent, I placed an order on their system the order was accepted and payment taken, next day I get an email asking for a further payment for "complex lenses" (they are std Single Vision lenses!!!), I immediately replied to cancel my order and asked for an immediate refund, I had no reply and so I lodged a dispute with Paypal, after two weeks Paypal refunded my payment, there is no telephone number for this company and emails go un-answered, read the reviews on other web sites before placing an order with this company, I wish that I had!