Disastrous frustrating purchase & poor customer service

★★★★☆
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Kath9876's review of Smart Buy Glasses - www.smartbuyglasses.co.uk

“Disastrous frustrating purchase and poor customer service ”

★☆☆☆☆

written by Kath9876 on 18/03/2016

My glasses arrived a few weeks ago and the focal point on the lenses is completely wrong (too high) making the glasses impossible to use. I was never asked to give vertical measurements when i ordered, which my optician has now said would be absolutely necessary for progressive lenses to be accurate. I have been trying to arrange replacements with customer service but they have stopped responding to my emails. Have wasted a lot of money. It's very upsetting. Wouldn't recommend.

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Service Manager Sbg's Response to Kath9876's Review

Written on: 21/03/2016

Dear Customer,

I do regret to hear the prescription lens issue regarding your purchase.

Please don't worry, as advertised, we offer 100% satisfaction guarantee for our lens, we are happy to replace them without any charge for you or have the lens cost refunded.

Would you please directly send your order number to our service manager so that we will resolve the issue for you as soon as possible?

Regards,
John

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Kath9876's reply to Service Manager Sbg's Comment

Written on: 21/03/2016

I had been in touch with Marjorie about all this a few weeks ago, but she has now stopped responding to emails so I have not been able to resolve things through your customer service team, and in the meantime, have no glasses to use. Can someone call me to talk through?

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Service Manager Sbg's reply to Kath9876's Comment

Written on: 23/03/2016

Dear Customer,

Thanks for your reply.

I do apologize for any inconvenience that had caused you.

In order for us to be able to contact you, would you please send your order ID to our service manager?

Regards,
John

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Kath9876's reply to Service Manager Sbg's Comment

Written on: 23/03/2016

I eventually managed to call someone else who dealt with my complaint, but still don't feel it's been a satisfactory resolution (company policy overriding common sense and any sense of empathy) given the extremely poor customer service I received, not to the mention all the extra costs I've now got trying to get another optician to sort the glasses out over in the UK so that I can actually wear them. Very disappointing.

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Service Manager Sbg's reply to Kath9876's Comment

Written on: 25/03/2016

Dear Customer,

Thanks for your feedback.

I do regret to hear that you didn't receive a satisfactory solution. I am more than happy to review the services provided so that we will be able to improve our service level accordingly.

Since the order information is sensitive for publication, it would be much appreciated if you could send your order ID to our customer service and ask that email to be forwarded to Service Manager Jack.

Best Regards,
John
SmartBuyGlasses

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Kath9876's reply to Service Manager Sbg's Comment

Written on: 06/04/2016

So I have been in touch with him about my frustrating experience, and still not a satisfactory outcome. I would warn anyone from purchasing glasses online from this company as they don't ask for the detailed measurements required to ensure that the glasses lenses are accurate, and then to try to fix the problem is very complicated once you've had your glasses delivered (inaccurately), and it is very stressful then not having the correct glasses for over a month whilst dealing with customer service, who have been less than sympathetic.

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