Xien L.
The tracker on their website used to be…
The tracker on their website used to be accurate. It moved through every stage the lens/frames have been through. This time it only updates when the order has been shipped. I placed my order Aug. 2 and I thought it would be quicker since I chose their own frames. It was a full month before I got my new glasses, I was told by Shavelle with customer service that there was an issue with the quality control check the first time so they had to redo it. But a little update would have been helpful, I had to reach out to them a couple times. Not sure if this would make me want to order from them again. I also had a lens replacement for sunglasses that I sent to them and I got it back in two weeks. The quality of the lens and frames are good though.
Response from LensablSep 27, 2023
Hi, Xien! Thank you for sharing your feedback about your recent experience with us. We appreciate your patience and understand your concerns regarding the tracking information and the delay in your order. We apologize for the inconvenience you faced due to the lack of real-time tracking updates and the unexpected delay with your glasses order. Your feedback is important, and it highlights areas where we can improve our communication and service. We're pleased to hear that the quality of the lens and frames met your expectations, and we're glad to see that you had a quicker turnaround time with your lens replacement for sunglasses. We'll take your feedback seriously and work on enhancing our tracking system and communication to provide a better experience for our customers in the future. If you do decide to order from us again, we'll strive to ensure a more seamless and efficient process. Thank you for bringing this to our attention, and we appreciate your understanding as we continue to improve our services. If you have any further questions or feedback, please don't hesitate to reach out to us. Your satisfaction is important to us.