The cost of healthcare, particularly that which is only partly covered by most types of medical insurance (eyeglasses in this case) is extremely high. Many “eyecare resources” such as LensCrafters, which is the subject of this musing, espouse a high level of quality customer service which goes along with what turns out to be an exorbitant price. What appears below is an open letter to the management and customer “Disservice” of that particular organization. They have already been contacted with this exact email without the censored name or telephone number.
Enough with my ramblings! T’is time to get to the heart of the matter! If you are truly LensCrafters management or their customer Disservice you already know how to reach me. Email is always the best. Should you require a real person at the end of the phone email me with who I will be speaking to and I would gladly call you at the number you supply.
To whom it may concern;
On Saturday December 13, 2012 my wife paid $556.00 Dollars (from a Xmas cash gift I had saved for her during the year) for a pair of Eyeglasses and Lenses at your Solomon Pond Mall location in Berlin/Marlboro Massachusetts. She was told that the Glasses would not be ready until today instead of the 1-Hour initially promised.
After calling today, (Solomon Mall is 1.5 hrs. away from where we live), we were initially told that the glasses would be ready tomorrow (Monday) and now the ‘Earliest” will be Wednesday.
As we both work full time Approx. 2 hrs. away from your Solomon Pond location “coming in during the day to another store” is not only inconvenient but could cost either of us our jobs, since we would have to take vacation time, which we do not have, in order to do so.
A very insulting store manager/optical person refused to have us go to the local Leominster store (40 minutes away) because it was ‘Too close to closing” and apparently our presence, (although we would be there 1/2 hr before closing) would cause someone who works for you to have to wait to take the frame measurements for my wife. Apparently neither the store manager nor your regional manager has the customer in mind when trying to take care of what should never have been an issue in the first place. If WE, as the customer, are willing to go the extra distance to fix a problem YOU as Lenscrafters has created, does not a few minutes longer to fix their problem at a closer store seem preferable to the bad press and the fallout your company is now experiencing?
Is this the service when a customer pays in cash? Is this what the friendly so-called customer oriented LensCrafters is all about? i.e. ‘Take the money and run?”
Although I expect another insulting, boiler-plate response in the line with what my wife was just insulted with sent by an employee in ‘customer service’ by a seeming non-entity named “Cxxxxxxx”. I am willing to be wrong in that prediction…
Note: if I do receive satisfaction, I will trumpet that far and wide. If I receive what I expect, well…. Let’s save that for a later post…
Regards
Paulus
You already have the phone information
Please note: this is our experience, it is not been filtered through a customer relations board and leagues of legal attack dogs, but is a free constitutionally protected documentary of what happened yesterday and today from our point of view.