Readers.com™Reviews of readers.com

Response from Readers.com™Jun 12, 2020

Hi! Thank you for your feedback. We can assure you this is not normal and we take our service very seriously. Providing excellent service is at the heart of our mission, and we’re working as hard as we can to continue providing timely responses, but we are experiencing high volumes of calls, emails, and live chats. This has resulted in significant delays in response times. We see that one of our agents reached out via email and provided your return label. We're so sorry for the difficulty you experienced and for our delayed replies. Please feel free to call our Customer Happiness Team at 1-800-210-3975 if there is anything else we can assist you with.

Response from Readers.com™Jun 12, 2020

Hi! Thank you for sharing your experience. We can assure you this is not normal and we take our service very seriously. Shortly after the stay-at-home orders began, our business was running as expected. In April, we saw a surge in orders like we’ve never seen before. The surge in orders, combined with a smaller team due to extra safety measures taken in our office and warehouse to ensure a safe environment for our team members, have created a significant challenge for us. This is not how we have done business in the past, and it is not up to the standards our team built Readers.com® upon. We are working around the clock to get back to our pre-COVID, high-quality service. Again, we are terribly sorry for the delays. Please feel free to call our Customer Happiness Team at 1-800-210-3975 if there is anything else we can assist you with.

Response from Readers.com™Jun 12, 2020

Hi Dan! Thank you for sharing your feedback. We're terribly sorry that it is taking us longer than normal to process your return. Extra safety measures taken in our office and warehouse to ensure a safe environment for our team members have created significant challenges for us. This is not how we have done business in the past, and it is not up to the standards our team built Readers.com® upon. Please know that we have several initiatives in progress that we believe will improve our performance and get us back to our pre-COVID, high-quality service. Please feel free to call our Customer Happiness Team at 1-800-210-3975 if you need further assistance with your return.

Response from Readers.com™Jun 12, 2020

Hi Robert! We're so sorry that we disappointed you by sending the incorrect item. We can assure you this is not normal and we take our service very seriously. Providing excellent service is at the heart of our mission, and we’re working as hard as we can to continue providing timely responses, but we are experiencing high volumes of calls, emails, and live chats. This is resulting in significant delays in response times. We'd love the chance to fix our mistake and work to make your order right. Please feel free to email us with your order number. However, please expect email response times of approximately 2 weeks.

Response from Readers.com™Jun 11, 2020

Hi Chris! Thank you for sharing your experience. We're so sorry that it has taken us longer than normal to ship your order as well as reply to your emails. We can assure you this is not normal and we take our service very seriously. Extra safety measures taken in our office and warehouse to ensure a safe environment for our team members have created a significant challenge for us. This is not how we have done business in the past, and it is not up to the standards our team built Readers.com® upon. Please know that we have several initiatives in progress that we believe will improve our performance and get us back to our pre-COVID, high-quality service. We see that your order shipped a couple of days after you left your review and USPS tracking indicates your order has been delivered. We hope you are enjoying your glasses. Please feel free to call our Customer Happiness Team at 1-800-210-3975 if there is anything else we can assist you with.

Response from Readers.com™May 29, 2020

Hi, Sparky! Thank you for taking the time to share your feedback. We do have a banner at the top of our website showing that delay. However, we will continue to look for additional opportunities to share that information. We're so sorry for the inconvenience our shipping delays have caused. Please feel free to call our Customer Happiness Team at 1-800-210-3975 if there is anything we can assist you with.

Response from Readers.com™May 29, 2020

Hi, Steve! Thank you for your review. We're sorry to hear that your glasses broke so quickly. Additionally, we're so sorry for the delay in our email replies. Providing excellent service is at the heart of our mission, and we’re working as hard as we can to continue providing timely responses, but we are experiencing high volumes of calls, emails, and live chats. This is resulting in significant hold times and longer than average response times for all inquiries. Please know, we are responding to all inquiries in the order they are received. In regards to your glasses, while our glasses don't include a warranty, we do expect them to last a reasonable amount of time. We would be happy to work with you to make this right, Our Customer Happiness Team will be reaching out via email. Thank you again for your business!

Response from Readers.com™May 22, 2020

Hi Charles! Thank you for taking the time to share your feedback. We're so sorry for the response delay, and we can assure you this isn't the norm and we take our service very seriously. However, due to an increased number of phone calls, voicemails, and emails received daily, we are experiencing significant delays in our response times. Our Customer Happiness team is responding to all messages in the order they are received. We are currently experiencing shipping delays of approximately 7-8 business days from our normal next-business-day shipping cadence due to COVID-19. With the health and safety of our team members and customers as our top priority, we've taken extra measures in our office and warehouse to ensure a clean and safe environment which is resulting in longer response and shipping times than usual. It appears your order shipped out earlier today, but please feel free to call our Customer Happiness Team at 1-800-210-3975 if there is anything else we can assist you with.