GlassesPros.comReviews of glassespros.com

Response from GlassesPros.comJul 13, 2023

Hi Tracee thank you for sharing your feedback. We understand your frustration and we're sorry for the inconvenience caused. We're glad we were able to connect over the phone today to discuss your concerns. As mentioned during our call, we experienced disruptions in our operations due to an unexpected shipping incident and upgrades to our lab facility, causing delays in order fulfillment and customer service responses. We've tracked your order and have emailed you the tracking number. According to the USPS website, your frames should arrive by Saturday, July 15th. In addition, if you are considering getting lenses for your frames, we discussed the process during our call, including the need for your Pupillary Distance (PD) and the associated costs. We're happy to guide you through this process should you decide to proceed. Again, we apologize for any inconvenience and appreciate your understanding during this time. If you need any further assistance or have more questions, please don't hesitate to reach out to us.

Response from GlassesPros.comJul 11, 2023

Hi Jean we sincerely apologize for the inconvenience and frustration you've experienced with our service. We value every interaction with our customers, and it's clear we did not meet our own standards in this instance. During the time of your interaction, we faced an unexpected shipping incident and were in the process of upgrading our lab facility. These circumstances caused a temporary disruption to our operations, which unfortunately resulted in the lack of prompt and effective communication you experienced. We assure you that we are back on track now and working diligently to prevent such instances from happening in the future. Concerning the frame you were looking for, we truly apologize for any confusion or misunderstanding. The frame manufacturers we partner with frequently discontinue frames and clip-ons, and despite our best efforts to keep our catalog updated, some items may unfortunately be unavailable or go out of stock. We understand how frustrating this can be and we are continually working to improve our stock accuracy and communication regarding availability. We have taken your feedback seriously and are committed to enhancing our customer service, focusing on providing personalized, efficient responses. Once again, we deeply apologize for the inconvenience caused and appreciate your understanding during this challenging time. Please do not hesitate to reach out to us for any further assistance or queries.

Response from GlassesPros.comJul 10, 2023

Hi Kristopher we sincerely apologize for the delay in providing the tracking number for your order and any inconvenience it may have caused. We understand how crucial timely communication and updates are to providing a positive shopping experience. As mentioned in the detailed email we sent to you, we recently faced an unexpected shipping incident and upgrades to our lab facility, which caused a temporary disruption to our operations. Rest assured, we've been working diligently to resolve these issues and get orders shipped out as quickly as possible. I am pleased to inform you that your order is now on its way and you can track it using the tracking number provided in the email. Your understanding and patience during this time are greatly appreciated. We value your business and are committed to ensuring you have a positive experience with us. Should you have any further questions or concerns, please do not hesitate to respond back to the email we sent. We're here to assist you.

Response from GlassesPros.comJul 10, 2023

Hi Martha we sincerely apologize for the frustration this has caused and understand the concern regarding your glasses. We value you as a customer and want to assure you that we are doing our utmost to rectify the situation. As indicated in the detailed email we sent, we experienced an unexpected shipping incident and upgrades to our lab facility which temporarily disrupted our operations. This has unfortunately resulted in delays for which we are deeply sorry. Please rest assured that we are committed to providing you with the best possible service, and that includes delivering your glasses as swiftly as possible. We greatly appreciate your understanding and patience during this time. For any further questions or concerns, please feel free to reply back to the email we sent.

Response from GlassesPros.comJul 10, 2023

Hi Rachael we are genuinely sorry to hear about the troubles you've encountered with your order. We sincerely apologize for the lack of communication and the lengthy processing time, as these issues are far from the standards we aim to uphold at GlassesPros. As communicated in our voice message and detailed email, we recently experienced an unexpected shipping incident and upgrades to our lab facility. Unfortunately, this temporarily disrupted our operations, impacting our ability to promptly process orders and respond to queries. Your patience and understanding during this challenging time are greatly appreciated. Please know that we value your business and are dedicated to ensuring a positive experience moving forward. Should you have any further questions or concerns, please reply back to the email we sent. We're here to assist you in every possible way.

Response from GlassesPros.comJul 7, 2023

Hi Erin thank you for your feedback and we sincerely apologize for any inconvenience caused. As we discussed in our recent email communication, there has been a temporary disruption to our operations due to an upgrade in our lab facility and an unexpected shipping incident. Both of these impacted our customer support communication in the last week. We sincerely apologize for this. Upon checking the latest update, your order is currently being processed in our lab and should be on track to arrive by the end of next week. This falls within the 12-15 day timeline as stated in our shipping policy, which can be referenced at: https://www.glassespros.com/shipping-policy. We understand that you have been eagerly awaiting your order and we sincerely apologize for any stress or inconvenience caused by this delay. We're working diligently to get your order to you as soon as possible. Should you have any further questions or need additional assistance, please do not hesitate to reach out to us.

Response from GlassesPros.comJul 6, 2023

Hi Alan we want to sincerely apologize for the delay you've experienced with your order. We understand your frustration and disappointment, and we deeply regret the inconvenience this has caused you. Due to an unforeseen shipping incident coupled with some necessary upgrades to our lab facility, our operations experienced temporary disruption. This affected the delivery of your glasses. Please be assured that we have been working diligently to resolve these issues to get orders shipped out as swiftly as possible. We sent a detailed email explaining this situation, as well as the current status of your order. As mentioned in that email, your order has now shipped from our facility and is currently in transit. In addition, we attempted to reach you via phone to ensure you were fully informed of the situation. We realize that our communication regarding these delays should have been more proactive and prompt, and for that, we are deeply sorry. We greatly appreciate your understanding and patience during this challenging time. Rest assured that we value your business and are committed to ensuring you have a positive experience with us, despite the current circumstances. Please don't hesitate to reply back to the email we sent if you have any further questions or concerns.

Response from GlassesPros.comJul 6, 2023

Hi Giuliana we are sincerely sorry to hear about your recent experience with us. Your order was unfortunately impacted by an unexpected shipping incident, in conjunction with upgrades to our lab facility which led to a disruption in our operations. This is not the standard of service we strive to provide, and for this, we are deeply sorry. We acknowledge that our communication regarding the delay should have been more proactive and prompt. Following your request, we sent a detailed email about the situation and have promptly processed a refund for your order. We highly value your business and it is our utmost priority to ensure a positive experience with us. We appreciate your understanding and patience during this challenging period and remain at your service for any further assistance.