I need some advice, please.
Here's the situation:
Just last year I bought new blue eyeglasses that come with the matching blue magnetic sunglasses attachment from a store I'll refer to as Optical.
I accidently broke them 3 months ago.
Ordered a replacement from Optical. Lady who placed the order said it'd take about 2 - 3 weeks. No problem I said, I'm willing to wait that long b/c I really like that they match my glasses perfectly and is still much cheaper than buying prescription sunglasses.
3 weeks go by & no phone call. I was in the area picking up groceries so I stopped in at Optical to see if maybe they'd come in & they just forgot to call. Nope, not yet. That's okay, I'll wait a little while longer I understand 3 weeks was just an estimated timeframe.
5 weeks go by, still no phone call. I again happen to be in the area doing other shopping and stop in at Optical. Different lady tells me they had come in but were the wrong color so they sent them back and re-ordered.
10 weeks go by, still no phone call. I again check in with them. Nope, not in yet.
It's now been about 3 months & still no sunglasses replacement.
So hubby is fed up & says he'll go with me to Optical this time.
So off we go to Optical. Guy helping us can't even find the order! He goes & gets the lady who placed my order the first time. She finds it in the book (not in the computer but only in the book!) and says they came in again and were still wrong color so they were sent back again. Hubby & I advised her that when they do finally come in correctly they should be at a discount because I've waited a very long time. She seemed sympathetic and said she'd mention this.
Monday I get a phone call from Optical saying that they called the manufacturer and were informed the part no longer comes in blue.
Optical lady sounded sympathetic and said the manufacturer dropped the ball not informing Optical that the color was discontinued. Said she is emailing every Optical store nation-wide to see if any of the stores still have that part in blue. She'll call me when she hears back. If no stores have it, do I want brown instead? I said I'll wait to hear back from her if other stores have it in blue. If no blue found, I'll have to decide what I want to do at that point. But still keeping my fingers crossed for blue at this time.
So my question is...what recourse do I have and with whom, the Optical store or the manufacturer or both? Hubby & I've decided that somewhere someone has got to be held accountable for this. This is unacceptable customer service. In my opinion they both dropped the ball. Optical store for not getting to the bottom of the problem much sooner and manufacturer for not telling Optical store blue is no longer available.
What do you think I should do?
Thanks.
Laundryhater
Here's the situation:
Just last year I bought new blue eyeglasses that come with the matching blue magnetic sunglasses attachment from a store I'll refer to as Optical.
I accidently broke them 3 months ago.
Ordered a replacement from Optical. Lady who placed the order said it'd take about 2 - 3 weeks. No problem I said, I'm willing to wait that long b/c I really like that they match my glasses perfectly and is still much cheaper than buying prescription sunglasses.
3 weeks go by & no phone call. I was in the area picking up groceries so I stopped in at Optical to see if maybe they'd come in & they just forgot to call. Nope, not yet. That's okay, I'll wait a little while longer I understand 3 weeks was just an estimated timeframe.
5 weeks go by, still no phone call. I again happen to be in the area doing other shopping and stop in at Optical. Different lady tells me they had come in but were the wrong color so they sent them back and re-ordered.
10 weeks go by, still no phone call. I again check in with them. Nope, not in yet.
It's now been about 3 months & still no sunglasses replacement.
So hubby is fed up & says he'll go with me to Optical this time.
So off we go to Optical. Guy helping us can't even find the order! He goes & gets the lady who placed my order the first time. She finds it in the book (not in the computer but only in the book!) and says they came in again and were still wrong color so they were sent back again. Hubby & I advised her that when they do finally come in correctly they should be at a discount because I've waited a very long time. She seemed sympathetic and said she'd mention this.
Monday I get a phone call from Optical saying that they called the manufacturer and were informed the part no longer comes in blue.
Optical lady sounded sympathetic and said the manufacturer dropped the ball not informing Optical that the color was discontinued. Said she is emailing every Optical store nation-wide to see if any of the stores still have that part in blue. She'll call me when she hears back. If no stores have it, do I want brown instead? I said I'll wait to hear back from her if other stores have it in blue. If no blue found, I'll have to decide what I want to do at that point. But still keeping my fingers crossed for blue at this time.
So my question is...what recourse do I have and with whom, the Optical store or the manufacturer or both? Hubby & I've decided that somewhere someone has got to be held accountable for this. This is unacceptable customer service. In my opinion they both dropped the ball. Optical store for not getting to the bottom of the problem much sooner and manufacturer for not telling Optical store blue is no longer available.
What do you think I should do?
Thanks.
Laundryhater
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