ADS Sports EyewearReviews of adseyewear.com

Response from ADS Sports EyewearAug 14, 2017

This review comes as a bit of a surprise. There was never any indication that this order was a rush until a week after it had been in production. The order was finished in exactly the amount of time we said it would be. This customer was actually leaning on a sign that read “We cannot accept orders that are contingent upon a delivery date” as she demanded a refund for an order that had been in production for less than 9 days after being given an estimate of 7 – 10 business days. But my response to the most obvious misstatement here is that WE WOULD NEVER DELIBERATELY HANG UP ON A CUSTOMER. We have a priority procedure for US Military personnel on their way to a deployment. This well-tested system has worked phenomenally well 100% of the time. But this job was not submitted as a priority because we were not aware of any deadline. As soon as we knew these were a priority, both sets of prescription lenses were surfaced within 24 hours. It takes another 24 hours for the coatings and hardeners to dry. This customer refused to wait for this last 24 hours. We made an exception to our refund policy as a courtesy to this military family. She did not respond in kind. The rest of this review is difficult to follow. She said every time she called we hung up on her. Our phone records show that in less than a week she spoke to 3 of our employees. Then she states that we told her this takes 7 – 10 business days. That is correct, but she demanded a refund before the 10th day. I have to assume the reason she believes we hung up on her is the unusual delay in the phone she is using. We have several phone lines, so we get an absurd amount of calls from call-centers. These calls often start with a delay while the next available person picks up the phone. So if we don’t hear anything for a full 5 seconds, we hang up. We understand that military families face an excessive amount of stress. But this job was completed exactly when we said it would be; we took a total loss of several hundred dollars; and we waived our refund policy to promptly issue a 100% refund. Had we known the recipient of these glasses was being deployed within a few days, the lenses would have been moved to the front of the line and prioritized at every step along the way. But without being told, we have no way of knowing these were a priority. Dave DuMais ADS Sports Eyewear Owner / Optician