Glasses....anyone buy from Selectspecs or eyewearcentre?

JoeMoomin

Well despite my glasses being ordered and paid for on the 10th of August, repeated customer service emails and complaints and a shipping confirmation. STILL NO GLASSES! I assume these are so amazing they are going to give me x-ray vision?
I've given up with it now and as the company states allow 5 weeks after shipping to contact them about a missing item, I'll just contact my card issuer instead.

DO NOT order from this company - you will regret it.

SelectSpecs_company_representative

JoeMoomin wrote: »

Well despite my glasses being ordered and paid for on the 10th of August, repeated customer service emails and complaints and a shipping confirmation. STILL NO GLASSES!

Joe, your glasses left our HK lab on the 2nd September so the delay is with the postal system and not our service. If your order doesn't arrive with you in the next few days, please drop us an email and we'll help you out.

JoeMoomin

Whilst I appreciate there are delays within any postal system, it still took over 3 weeks for the glasses to be sent out. However, I will give it another few working days then send an email to yourselves. Thanks for the response.

jaspat549

SelectSpecs_company_representative wrote: »

Apologies for this, your email was replied to yesterday as we were catching up from the weekends orders and emails, this sometimes causes a short delay with replies to email.

From what our optician says there was a delay with the manufacturing of your lenses, but I know for certain that these are being made up for you at the moment and should be shipped to you shortly. Sorry about that.

Glasses arrived on 23/09/11, and are fine. Not sure a dalay of 7 weeks from order to delivery is accepatabe though.

Jaspat549

neilht

well 3 weeks later my lenses are still on order...............:T

mineymoe

Hi,

Tried to order some glasses a couple of weeks ago (£130).
They took payment that day an estimated delivery date of 7 to 14 days.

Checked today, to find my order is 'on hold' because the glasses are discontinued.

Or course the glasses are still available to order from their website.

Tried 'live chat' with a support person who suggested I pick something else.

When I said I wanted my money back, I was told it would take 5 to 7 days and I was then cut off.

Appalling customer service. I'm not sure it's even legal.
Avoid at all costs.
I've used other online opticians in the past and been very happy.

SelectSpecs_company_representative

mineymoe,

Unfortunately, our suppliers don't update their information often enough for us to see what items are discontinued, we usually have to contact them to discover this information.

We would've sent you an email within 24 hours regarding the item being discontinued and your account would display this information, and as standard we await a reply from the customer to say if they would like to choose another option or cancel their order. Refunds are usually done in around 5-7 days as suggested on our website, but we have refunded you already.

Regarding live chat, I've looked at the chat transcript and it looks like you left the chat (perhaps your internet connection dropped out?), we never terminate them until the customer has finished asking questions.

JoeMoomin

After coming back from 10 days abroad, still no glasses. I have however received the additional item of the cleaning and care kit. So that came, but no glasses. What would you like me to do next?

nedmundo

I still think it's a poor show if issues have to be resolved on a public forum - why don't you improve you communications set up, so that customers can contact you, get a straight answer and have their issues resolved without the need for a whole thread on a forum?

palaremzi

Dear James
I've mistakenly placed an order (Confirmation Order Number 195013). The method of payment was selected "Pay by Checque", so the order immediately went through. I want to cancel this ASAP as the prescription numbers etc. were all off, I was just trying to see what the cost is going to be.

Thanks