Budgetspex.com bit of a shambles

Noctu

2 weeks ago (7th Sept) I ordered a pair of rimless glasses from budgetspex.com, making sure that the frames were actually in stock on the website.

I phoned them up a week later (a Thursday) enquiring as to where they were, and I was told that they did not in fact have the frames in stock, they had arrived the day before and they were being made and sent out that day.

Monday morning, and they arrive, 2nd class standard post of course.

Opened them up.. and they're the wrong bloody pair. Right frames, right prescription, completely different shape lenses.

I called them and they informed me that they'd send me out a new pair - the ones that I actually ordered. Apparently they had "someone new" start in the company who's making quite a few mistakes. Grand.

So today, I phoned up and asked where they were - I was under the impression that as I'd been waiting ages for them, they'd get them done that day or at least Tuesday, or at the VERY least Wednesday, and get them sent out as soon as possible!

But no, I was told that "oh, I think they're in the workshop today, they'll probably be sent out tonight".

Shabby service.

paulthebudgie

I had believed Noctu had accepted my sincere apologies, but it seems not.
Please let me explain how and why it happened.
The frame ordered in question is model UR946 stainless steel screwless rimless [ £39.99 + P P ] and the frame we supplied in error is model GR996 stainless steel screwless rimless [ £39.99 + P P ] the components used to make up these models are exactly the same and are stocked as component only [ not as frames ].
A simple error in picking the shape template was made, the dispatcher did not spot the 1 digit error in the model number, and the glasses were dispatched.
The model numbers we use are not the actual frame model names but codes we use to protect the anonymity of our suppliers, it is not intended to mislead the customer, only to ensure regular and permanent product supplies.
We sell our rimless glasses at more than £100 less than most of our high street competitors and in most cases supply them quicker.
It took us around 2 weeks to place the correct glasses in Noctu's hands and that is inside our guaranteed turnaround time but well below our expectations, and for that I can't apologise enough, but to call our service a shambles I feel is a little over the top.

Noctu

paulthebudgie wrote: »

I had believed Noctu had accepted my sincere apologies, but it seems not.
Please let me explain how and why it happened.
The frame ordered in question is model UR946 stainless steel screwless rimless [ £39.99 + P P ] and the frame we supplied in error is model GR996 stainless steel screwless rimless [ £39.99 + P P ] the components used to make up these models are exactly the same and are stocked as component only [ not as frames ].
A simple error in picking the shape template was made, the dispatcher did not spot the 1 digit error in the model number, and the glasses were dispatched.
The model numbers we use are not the actual frame model names but codes we use to protect the anonymity of our suppliers, it is not intended to mislead the customer, only to ensure regular and permanent product supplies.
We sell our rimless glasses at more than £100 less than most of our high street competitors and in most cases supply them quicker.
It took us around 2 weeks to place the correct glasses in Noctu's hands and that is inside our guaranteed turnaround time but well below our expectations, and for that I can't apologise enough, but to call our service a shambles I feel is a little over the top.

Hi Paul. Thank you for your apologies.

I feel I should clarify a little...

This original post was made last year. In Easter this year, I found that my prescription had changed, so I needed new glasses. As Paul had indeed sorted out the problems from my original order, and as I liked the frames & had accepted his apologies, I decided to make another order for the same frames, with my new prescription in.

Imagine my shock when the same, wrong glasses turned up. Apparently, even though BudgetSpex had acknowledged the problem with ordering this certain frame, they had not corrected the flaw in system! Not only were they the wrong shape lens again, the frame was the wrong colour. I had to send the glasses back (but was reimbursed for postage), and wait over a week for the correct pair to be sent out.

I didn't bother making a post about it at the time, but seeing as this has been replied to, I thought it'd be best to give the whole story. Paul has apologised and "made up" for both errors, but I can't see why no-one bothered to actually correct the error (to make it more obvious in the database for their technicians which style is which) in their system for future customers. I wonder how many people ordered that style of glasses and actually got a different one.

MercilessKiller

Congrats paulthebudgie for coming on MSE and posting on behalf of the company.

tonycosgrove

Just stumbled upon this thread but I would like to say that I have just recently bought glasses from budgetSpex and the service was nothing short of excellent.

I selected thin lenses with a rimless frame and submitted my order on-line along with my prescription.The glasses duly arrived however I was a bit concerned with the prescription that I had obtained via Tesco's optician service and I wasn't exactly sure if I had submitted the correct details to Budgetspex so I contacted them after about two days with my concerns.

I believe it was Paul who I dealt with and who told me that he would send me another pair of glasses free of charge with bi-focal lenses but that my prescription for my near sight correction and astigmatism meant that I would have to have the normal lenses rather than the thin lenses ,which was fair enough.

The new glasses arrived within the week and are excellent although I don't use them,preferring instead the originally supplied ones.

I paid ,in total, £106 for two pair of glasses ,one set with distance lenses and one set with bi-focals and am extremely pleased.

This level is customer service is what all decent companies should aspire to but sadly and awful lot of them fail in this regard.

Well done BudgetSpex!

Daveee

Re Budgetspex
Had a great pair of glasses from them for £29 with anti glare, great for computer work. Same ones in specsaver were £75. Told all my friends. Afraid reccomends are now on hold. After wearing the glasses for a week one of the lenses fell out! To my friends amusement. "Thats what you get for buying cheap glasses" they said. I contacted Budgetspex straight away asking for replacement screws as I could not find it. I have now emailed twice without so much as a reply. I refuse to phone their expensive 0871 number. They do not give out their geographical number. Does anyone have this number?

NotTightJustCareful

Their web site has recentely changed its listed phone number to be 0121 501 1106. I have had good service from this company in the past.