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

SelectSpecs_company_representative

Hi Chris,

Sorry, only just seen this message but I will try to assist.

Can you leave an order number so I can check this for you? Looks like the frame is on backorder from our supplier and they advised us about the 20th January being the date the frame was due in.

If you give me some details we can see what's happening.

Thanks

James
SelectSpecs.com

Chirs

Thanks, James. Last email from 'Kate' in customer services dated 30/01/14:

Thank you for your email, unfortunately we have been advised there is a slight delay on this model coming from Italy, we do apologise for this inconvenience, these are anticipated to arrive with us in the next 2-4 days.

We have your lenses prepared awaiting the arrival of the frames, consequently we will expedite your order upon receipt of the frames. Please accept our apologies for this delay.

Today is the fourth day, so expecting to hear something or see a change in my order progress. (I checked this morning and no change yet).

Cheers,

dickthepot

Under no circumstances buy glasses from Selectspecs. I bought a pair from them, they were delivered with the wrong size lenses, the (wrong) size of the lenses was clearly printed on the arm of the glasses, I sent photos but to no avail. All they would offer was the return of the price of the frames (the lenses were expensive photochromic) despite the mistake being theirs. After exhaustive correspondence I am now seeking repayment via the County Court. This Company ignores its duties under the Sale of Goods Act and the Unfair Contract Terms Act. Buy at your Peril!

SelectSpecs_company_representative

Hi Dickthepot,

Can you give me an order number so I can check your order for you. We should have provided you with the correct frame size you have ordered. Let me know more details and I will confirm for you.

Thanks

James
SelectSpecs.com

Chirs

James,

Can you sort my order out please - it's 318924.

I've had no contact since that email telling me the frames were coming from Italy within 2-4 days (dated 30 Jan) and, yet again, I find myself having to chase your company up about progress after a week.

I mentioned to Kate that your CRM really should include a notification for when back orders are meant to come in and they don't arrive. I shouldn't have to chase you people, you should be contacting me! And it's not like I'm griping about a pair of bargain £30-specs either, as you can see from my order.

I also received an email survey from SelectSpecs this morning thanking me for my recent purchase and what I thought of them. I checked my order thinking that meant my glasses were en route but my order was still at 'Lenses Prepared for Glazing'.

Maybe you should wait until the order is despatched/received before sending out surveys? I'm actually not sure why I have to explain this stuff as most of this is standard customer service and common sense.

If you can't come back to me to confirm that my frames are in your possession (not on back order etc etc), I would like my money back in full please, because I've already paid for and waited 6 weeks for my order.

Thanks,

SelectSpecs_company_representative

Hi Chirs,

I've referred this to one of our directors to look in to. Our supplier for this product has advised us of the delayed time scales but there looks to be a delay somewhere in the suppliers system for this frame.

We've recently changed our orders database so these notifications are not being sent out at the moment, we do have something in place but this is paused until development has finished on our database.

The product reviews email should not be sent out until after dispatch of the product.

Kind regards,

James
SelectSpecs.com

Chirs

James,

You know, without coming on the MSE forum and talking to you I get the impression that I'd still be waiting for an email from SelectSpecs. I still haven't had anything via my email since Kate saying my back order would 2-4 working days and that was 30th Jan.

I see today that my order 'entered the glazing lab' on 11th Feb, one stage removed from QC and Despatch. I assume this means my glasses will be sent out soon? But I've no idea as no one has contacted me to say anything.

I've also received a promotional email from someone called 'James', which I assume must be you, for 20% off an order for Valentine's Day. Does that mean you're going to give me back some of my money for having to wait a month and half (and counting) for my order to be completed?

dean2230

I ordered frames and lens from selectspecs on 31 January to date I have not heard a thing my order shows as in progress I have to say the service appears to be slow with no updates of contacts. I got the valentines offer too.

Hopefully I will get an update report shortly.

Chirs

I see. No response. Received an automated message today with my invoice and that my glasses are being delivered.

It's been 7 weeks since my order was placed and I'm finally going to receive what I ordered in "within 10 days" or potentially "3 to 7 days" depending.

Basically, If you want customer service go somewhere else, but if you're willing to wait this could be a cheaper way to get glasses, but it feels like an incredibly hairy process. (Assuming, of course, that they are okay when they finally turn up.)

Personally, I won't be using them again or recommending them to anyone else that I know as I just don't trust them as a business.

They clearly didn't have the frames in stock when I ordered on 30th December, but they still took my money and then asked me if I wanted to wait until 20th January for a back order.

They then didn't bother to contact me when the back order didn't arrive so that I then had to chase them for information a week later.

The back order arrival date was revised and then further revised again. I think that means I had a revised backorder revised? Regardless, not a great way to do business and each time it's been me chasing them. As you'll note, I've had no contact since it was "referred to the directors" on the 10th Feb and have just had to keep checking the order status.

I'm sure for cheapo glasses some people may feel the wait is warranted but not for me in my experience of ordering from them. It's actually made me rethink using a High Street shop. Oh well, lesson learnt.

Chirs

My mistake - my glasses have been dispatched today.