Avoid Eyewearbrands- poor customer service and potentially dishonest review tampering

neet87

I did not receive very good customer service regarding an order made with this company and left a review detailing what my experience was on trustpilot. My review is as follows:

"I ordered a pair of glasses and a pair of sunglasses costing £180 in total. The ordering process was simple and the range was good. After a few days the status of my order was changed to processing and lenses had been aquired. I kept checking in the following weeks but no other status updates came.

After 13 working days (3 working days over the maximum delivery period) I emailed customer service to see what was happening with my order and got no reply. Three days after my email I telephoned and was told that one of my frames was proving hard to source and that the manufacturers would be chased on Monday. On Monday it turned out that the frames were discontinued. So three and a half weeks after my initial order, I have been left feeling disappointed and without any new glasses. Had it been ascertained that the frames were discontinued much earlier on and this communicated to me, it would not have been such a frustrating situation. In conclusion, I would not recommend this company and will not be using them again.

Update: The company contacted be regarding the review to apologise and ask me if I would reconsider this review."

The company contacted me following the review to say sorry and ask me to remove the review. I explained that I did not want to do this as customers do need to be able to make informed choices based on real experiences. The company have now reported the review as not being from a recognised customer which I believe they may have done dishonestly since they clearly knew who I was to contact!

It may, of course, be a coincidence and a genuine mistake by the company. However, if they put as much effort into their customer service as they do trying to prevent unhappy customers posting about them, they might not have to resort to such tactics!

Coopdivi

Trustpilot reviews can't be trusted for the simple reason that in return for a subscription fee of £900 per annum companies can vet reviews. The unscrupulous websites, and there's plenty of them on Trustpilot, remove the negative reviews by saying that the people who have left them are unverified customers and then pay microworkers in the Far East a pittance to leave fake, praiseworthy reviews.

http://www.theguardian.com/money/2013/jan/26/fake-reviews-plague-consumer-websites

If you want to rate a website safe in the knowledge that your review is unlikely to be removed then get the Web of Trust browser add-on.

https://www.mywot.com/en/download

It doesn't look like anybody has rated Eyewearbrands.com's website so you could be the first.

https://www.mywot.com/en/scorecard/eyewearbrands.com

neet87

Thank you for the advice. The article made for interesting reading as I had naively assumed that as trustpilot was at the top of the search bar when searching for 'eyewearbrand reviews' it was purely consumer focused.

visidigi

Have to say I have used this company many times, in fact, I bought 3 pairs of Oakley Glasses for less than one at Vision Express. I messed up my PD on my first order so had to return them for a reglaze, no problem, paid a low amount and they redid them within the week.

They tried to get your frame, they couldn't. These things happen, can't understand why its poor customer services to try and find you the frame, would you have preferred you ordered and the next day without trying they just said can't do it?

Really, sometimes I wonder why companies offer the price they do, they simply can't win either way.

shaun_from_Africa

visidigi wrote: »

They tried to get your frame, they couldn't. These things happen, can't understand why its poor customer services to try and find you the frame, would you have preferred you ordered and the next day without trying they just said can't do it?

Do you honestly think that it's acceptable for a company to take money for a product, give a delivery date then fail to deliver the goods and not even send an e-mail to advise of a possible delay?

The OP didn't find out the reason for the non delivery until 6 days after the latest date they should have received their glasses and even then, the only reason they found out was because they phoned the company concerned (they had to phone as their e-mail enquiry was ignored). I wonder how long it would have taken Eyewearbrands to make contact themselves?

For this company to then apply to have a factually correct review removed from a third party website makes them look like a bunch of scammers rather than a professional business.

Bollotom

Visidigi wrote "Have to say I have used this company many times."
Many times? They do glasses, how many pairs have you had? Not doubting YOU had good service but the OP didn't. The delay wasn't notified and at what stage did Eyewearbrands discover their supplier was out of stock and then fail to let the OP know? They just didn't. If I order something I expect the supplier to do the chasing up, not me. :cool:

visidigi

shaun_from_Africa wrote: »

Do you honestly think that it's acceptable for a company to take money for a product, give a delivery date then fail to deliver the goods and not even send an e-mail to advise of a possible delay?

The OP didn't find out the reason for the non delivery until 6 days after the latest date they should have received their glasses and even then, the only reason they found out was because they phoned the company concerned (they had to phone as their e-mail enquiry was ignored). I wonder how long it would have taken Eyewearbrands to make contact themselves?

For this company to then apply to have a factually correct review removed from a third party website makes them look like a bunch of scammers rather than a professional business.

I think I may have failed to make the point clearly enough - the OP was saying he would prefer to have been told within a day they couldn't find the frame. My reply was that I cannot see it being bad customer services to try and find the frame. Not that the overall experience wasn't a bad one.

The OP basically expected a frame to be found immediately or not.

Sorry for not being clearer.

Bollotom wrote: »

Visidigi wrote "Have to say I have used this company many times."
Many times? They do glasses, how many pairs have you had? Not doubting YOU had good service but the OP didn't. The delay wasn't notified and at what stage did Eyewearbrands discover their supplier was out of stock and then fail to let the OP know? They just didn't. If I order something I expect the supplier to do the chasing up, not me. :cool:

Many times, well, I have 5 pairs of glasses and sunglasses from them from four separate orders, all prescription - the other half has ordered twice from them too without issues. Some people collect watches, I collect glasses (and watches).

As for the bad service comment, see above quote.

shaun_from_Africa

visidigi wrote: »

I think I may have failed to make the point clearly enough - the OP was saying he would prefer to have been told within a day they couldn't find the frame

I agree that expecting to have been told within a day would be unreasonable, but as the OP didn't state this, "within a day" is totally irrelevant.

What the OP actually stated was that:

Had it been ascertained that the frames were discontinued much earlier on and this communicated to me, it would not have been such a frustrating situation.

As the time from ordering to actually finding out that the frames were not available was 16 working days so about 3 weeks in actual time, "much earlier" could cover a far bigger time period that "within a day".
As it seems to be the case that eyewearbrands only decided to contact the manufacturer after being phoned by the OP, I think that they have every right to be upset with the extremely poor service that they have received.

Coopdivi

visidigi wrote: »

Have to say I have used this company many times, in fact, I bought 3 pairs of Oakley Glasses for less than one at Vision Express. I messed up my PD on my first order so had to return them for a reglaze, no problem, paid a low amount and they redid them within the week.

They tried to get your frame, they couldn't. These things happen, can't understand why its poor customer services to try and find you the frame, would you have preferred you ordered and the next day without trying they just said can't do it?

Really, sometimes I wonder why companies offer the price they do, they simply can't win either way.

If you have had good service from Eyewearbrands then fair enough and well done for sticking up for them. Personally though I find it unethical and misleading to remove negative comments from a review site just because they've paid Trustpilot £900+ for the ability to do just that.

Money-Saving-King

Coopdivi wrote: »

IPersonally though I find it unethical and misleading to remove negative comments from a review site just because they've paid Trustpilot £900+ for the ability to do just that.

Nowhere in that first link's article does it say they can pay Trustpilot £900 or any amount of money to remove negative comments.

neet87

Thank you all for your responses. I am glad that not everyone has had such a frustrating experience with this company. I think I should also have made the time frame that I would have expected eyewearbrands to have ascertained the stock status of my order clearer, as 'much earlier' than the time it took them is admittedly too vague and open to the interpretation of 'one day'. I would have expected them to have chased the supplier at 7 working days, the minimum delivery time.

Like someone else had mentioned, the company had not even begun to investigate the status of my order when I made the 'phone call the chase the lack of response to my email. I had left it several working days after their suggested maximum wait as, like someone else has said, the price of the glasses was very competitive and I felt that a few extra days wait was not unreasonable. Sadly the events that followed did constitute as poor customer service in my opinion.

I really do not think it is acceptable to have a review removed on the basis of not recognising the customer when the company has specifically contacted me previously to ask me to change it. This also constitutes as poor customer service in my opinion. I would also question how many review they have had removed on this basis in the past? It makes it difficult for customers to make an informed decision before making any purchases.