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“Don't Buy From Them - AWFUL”

written by on 20/07/2012

I ordered two pairs of precription sunglasses from their 'Fast Shipping' range because they claim to ship within 24 hours. After 8 days I started emailing them urgent messages as I needed them for my holiday. In all I sent about 10 emails over 3 days and each time received a 'cut and paste' reply from an operative called 'Kally'. I assume that Kally is a generic name for all their customere service staff. I explained that the glasses were required urgently as we were going away. They made no attempt to ship them or even respond to specific questions. They refused to give a phone number to call them on as it wasn't their poilcy to speak to customers. This is not a UK company and they have no way of shipping on a 24 or 48 hour basis even if they had the stock. I belive they may be based in Hong Kong. Eventually I gave up and demanded a refund - again they came up with a stock reply and I have no confidence that I will get my money back from them. I have therefore instructed my credit card company to charge back the amount. The final email I received from them asked if I wanted to choose alternative pairs from their 48 hr shipping range at a 5% discount. I can only assume that if I did so I may receive them for next years holiday! Shambolic, frustrating and extremely poor customer service. However, having read response letters written by a virtual customer services manager (see previous reviews), who I tried to contact by email to sort out the problem, they will say they did everything they could - DON'T BELIEVE THEM. I also suspect some of the good reviews are bogus. Their website is very good as are the testimonials and company ethos etc. but it seems to be a means of extracting money and is just marketing hype with no foundation.