glasses.co.uk レビュー 687

glasses.co.uk からの回答

2017年12月14日

Dear Chloe,

We are sorry to read your review which has to led you to provide us with such a low score. We would like to respond and offer further clarity to the comments you have made which could be misconstrued by other readers.

You made an order on 20th November on an item that was part of the 10 working day period. Within four working days we received your first request for an update and since then had extensive conversations with you regarding your order.


It is common practice for online companies to take payment to process orders and in response to your email querying this, we advised that payments must be made by the customer for the order to be processed.

Our response regarding our delivery conditions came due to an email sent on a separate occasion expressing your disappointment with our service so far. However we would like to remind you that you had kept you abreast of the situation with your regarding this order, albeit not the response you were expecting with regards to the delay. Our delivery conditions that state, '... on occasions situations will arise that fall outside of our control where we are unable to deliver the item to you. We will contact you as soon as possible to offer an alternative pair of sunglasses or advise that we will cancel the order and provide you with a full refund.'

It is not clear why you believe that we avoided your query regarding the delay, but records from our live chat conversations show that we did in fact advise you that there would be a delay because the manufacturer had not sent the order to us.

In order to manage customer expectations, should any issues arise with regards to the delivery, we do not guarantee a delivery date but instead provide a time frame. This will therefore allow the customer to make an informed decision as to either wait for the item or to source it elsewhere. You advised us that you will wait for the extended delivery time. However before then, you contacted us for an update and we advised that the expected delivery had not yet arrived. We offered you, for the second time an alternative pair of glasses, which you expressed your disinterest for. You requested for an alternative pair (without extra cost) that was substantially more than the price you originally paid which was something we were unable to fulfil.

It is surprising to read your comments about our responses being patronising. During your live chat conversations with us, there is no indication that you found our responses to be patronising, rather clear indication that we were on the same mission (under the circumstances) to provide you with a pair of glasses as soon as possible. It was certainly not our intention be patronising and apologise that you felt that way.

Alternative glasses suggested in order for you to receive an item with a faster delivery time, which you seem not to have been happy with as it was £1 above the original price. Please note that this was offered to you as part of our delivery conditions as quoted above rather than a gesture of goodwill.

You picked an alternative pair and were happy to accept the alternative option with an added gesture of goodwill to go towards your new order.

We note that you have decided to not contact us regarding the order you received within the 24 hour delivery. However should you change your mind, our returns conditions is readily accessible from the homepage of our website.

We hope that our response has provided further clarity and would like to confirm that we are here to help should you wish to contact us with any queries.


Kind regards


Withsunglasses.co.uk

glasses.co.uk からの回答

2017年11月27日

We apologise for the unusual delay that occurred when receiving your order. We are glad to read that you are happy with them.

glasses.co.uk からの回答

2017年11月13日

Dear Michael, further to your comments we would like to remind you that you ordered a pair of glasses that were part of the up to 10 working day delivery. All order confirmations are sent by email with every order made and we advise our customers to check their junk mail should our messages not have not have been received directly to the inbox. You received the glasses within 5 working days.

The glasses that you ordered were part of the junior collection (clearly labelled) which could be why they were too small for you.

Our returns policy can easily be found on our website along with our delivery conditions. It is one of the first things you come across on our homepage and both delivery and returns are free.

We do have many ways for you to contact us, so please feel free to contact us regarding the returns just as you had previously done so regarding the delivery.