Sherry
Order Number #914064687
Order Number #914064687 Order Date Jul 19, 2023 12:09PM UTC I sent an email August 7th (13 business days later) asking where my glasses were since their policy states they will be shipped in 10 to 12 business days. I sent another email on August 14th (18 business days) and told them to cancel the order, because it was still in the the processing phase and they never responded to the message I sent the previous week so now I had no faith that the glasses will even arrive. Now of course I get a reply that says "On Aug 15, 2023 at 12:08 PM, LensDirect info at lensdirect> wrote: Hi there Sherry! I sincerely sorry for the delay in getting back to you to provide an update on your order. Your order has been sent to our escalations team to ensure it will be shipped out to your however, it takes 2-3 business day for delivery. When your order has been shipped,you will receive an email with your tracking number so you can track you order every step of the way. We are sincerely grateful for your understanding in this matter." To which I replied, "On Tuesday, August 15, 2023, 7:07 PM "Killians1girl ." Killians1girl> wrote: Since you did not meet your advertised turnaround time and when I inquired you couldn't be bothered to respond to my message I had requested you cancel the order. So why did you ship it? I will not be be paying full price for your lack of attention to my order. So, either you give me a partial refund, or I will ship them back for a full refund." They replied "On Aug 16, 2023 at 9:54 AM, LensDirect info at lensdirect wrote: Hi there Sherry! I am very sorry for the experience that you encountered regarding your order Sherry.Due to our policy we are not able to refund or return the order." So in their minds, it's perfectly OK for them to complete the process at their leisure, not meet the deadline they created, advertise falsely and deceptively, and the customer is just supposed to accept that? No. It is unacceptable. As consumers, when we purchase a product from a company we look at the turnaround time and expect that they will fulfill our orders on time. Any reputable company manages their deadlines and delivers a quality product on time. But then you have companies like this, who don't respond, and then they constantly give us the big fat finger in our faces when they don't deliver on time as if to say "too bad. What are you going to do about it? You have no power. You have no control. We can do whatever we want. We don't care about you, because we already have your money. Well, I am filing a complaint to the Better Business Bureau and the Attorney General. Because clearly, I am not the only one who got the big fat finger. I should have read the reviews. Maybe we should get together and file a class action lawsuit? I am sick of Corporate America having zero accountability. We, as citizens of the UNITED STATES OF AMERICA are supposed to have legal protections from these corrupt practices.
Response from LensDirect.comAug 24, 2023
Dear Sherry, We're sorry to hear that you experienced a delay in receiving your order. We understand how frustrating this can be and we apologize for any inconvenience. It's very disappointing to hear that your recent visit wasn't up to your expectations. We take all feedback seriously, and we appreciate your honest feedback. We apologize for any inconvenience. We would like to address your specific concerns and make things right. Our customers mean a lot to us, and we'd like to resolve this for you ASAP. Can you shoot me an email at [email protected] to continue the conversation? I look forward to hearing from you. Your comments are invaluable to us and we will consider them. Thank you so much for your patience, Sincerely, LensDirect Customer Happiness