Hi Steve,
I'm glad to see you guys are somewhat active in the boards. The part
where you mention "some of the complaints from our valued customers
regarding delays in refunds etc.", I'm guessing the part up to etc. is
specifically referring to me. Yes, I posted a message about you guys,
not to mention with my real name as you can undoubtedly see. It is
very nice to read that you value your customers. But the fact that you
have increased the support department timings a few hours doesn't
really mean anything, in fact, it is more like your company is
avoiding the issue at hand here.
First off, when I placed an order with Goggles4u, the website claims a
transit time of 10 - 12 days, and in this case I find it to be
misleading, as it did not turn out to be true, at least for US
shipments. After a month of waiting for a month and numerous online
chat sessions on the website, I was told the shipment was lost in
transit. To give you guys credit, I ordered a pair of glasses for my
aunt before, and they arrived in a timely manner ( in 2 weeks ).
Also, in your website, you claim in the Refund Policy page that:
"I never received my eyeglasses or it arrived damaged:
If the product is lost in transit or damage you may claim
your 100% refund or ask for immediate replacement. We
may ask you to send a digital picture of the merchandize
received for record. "
As you can see with the claim you make above, I am eligible for a
%100 refund, which I asked for. And I was told I would get my refund
in 4 - 5 days. This conversation happened on the 23rd of September,
for which I have the transcript in my e-mail for what it's worth.
Right now, it is the 15th of October and I am yet to receive my
refund.
What I'm trying to tell you Steve, is that this company makes these
promises, yet they are unable to keep these promises. So in this case,
how does the extended customer support department timings help me out?
Berk Bayraktar
On Oct 14, 3:23 pm, G4u_Support <[email protected]> wrote:
> Hi,
> This is Steve from Goggles4u. I am not a very frequent writer on
> GlassyEyes but did notice some of the complaints from our valued
> customers regarding delays in refunds etc. I personally believe that
> Goggles4u was able to secure its market share by providing best
> possible customer service. As there is always room for improvement, we
> have recently extended our customer support department timings to 13
> hours.
>
> Customer services : Open from 8:00 am to 9:00 pm EST (Monday to
> Saturday)
> email: [email protected]
> Toll Free: 1-877-334-6168
> UK Toll Free : 0808-238-1397
>
> Steve Martin
> Goggles4u.com
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