Poor customer service.
Previously have used Specscart and would have highly recommended, however the experience I have just had leaves me less than satisfied. It states all over their website that if they have any queries they will call you, they did call me about lens colour (for sunglasses), but they didn't mention that thinner lenses would be required as the standard lenses would not fully fit in the frames. I then received the sunglasses back to see part of the lens hanging out the side. I called and queried this, was told I'd need to return and they would put the thinner lenses in at an additional cost if I returned them and it would be a 7-10 day wait. I explained I do not have another pair and could not wait another 7-10 days + return + delivery time... Instead they offered me a 10% discount (£5). Will not use them again, which is a huge shame as in the past I have been very pleased with their product and customer service.
Vastaus yritykseltä Specscart.
Thank you for your feedback. We’re sorry to hear that this experience hasn’t met your expectations, especially as a returning customer.
For reglaze orders, we rely on an order number being included when the frames are sent in. In this case, this wasn’t included, which we understand can happen, however we were unable to link the glasses to your order straight away. Once you got in touch and we were able to identify the order, we understood that having your glasses back quickly was your priority.
Based on your previous orders, which have all been in standard lenses and completed to your satisfaction, we proceeded with a basic lens option as your prescription is suitable for this. Additionally, as your order included a green tint, this could be completed and dispatched the same day in a standard lens.
Upgrading to thinner lenses would have required the order to be surfaced, making it a more complex process with a turnaround time of 7–10 working days. As you needed your glasses back urgently and did not have an alternative pair, we aimed to provide the fastest possible solution.
Your satisfaction is important to us, and we would still be happy to exchange your order to a thin lens, however this will require 7-10 working days in your chosen colour.
We’re very sorry for any inconvenience caused and appreciate your feedback, as it helps us improve both our processes and communication.
Best Wishes.
Team Specscart.