Dear Sir/Madam,
I hope this e-mail finds its way to the management of Blacksburg Eye, because it concerns customer dissatisfaction and that's something a prudent business owner would want to be aware of.
On October 10 I placed an order for prescription sunglasses with Blacksburg Eye. I ordered them with the intent of taking them to India on October 26. I made that intent clear to the optician with whom I worked. She assured me two weeks was plenty of time for the glasses to arrive, and that she would notate the file with my travel deadline as an additional assurance. As of today, the 25th, the glasses have not arrived and, I'm told, are not expected until after I begin my travels. Frustrating and irritating though that may be, I was prepared with the address in India where the glasses could be shipped. But, I was told that Blacksburg Eye will not pay to ship the glasses and if I could perhaps have someone else pick them up that person might be able to ship them for me. Unacceptable. I would not have ordered the glasses in the first place if the optician had not misrepresented to me that they would be available in time for my trip. To add insult to injury, Blacksburg Eye's subsequent complete failure to take any responsibility or at the very least work to solve a customer's problem that it had contributed directly to, leads me to the conclusion that Blacksburg Eye is not in fact concerned with its customers. I have purchased two pairs of glasses with you in the last 6 months to the tune of about $2,000. I can assure it will be the last money I spend at Blacksburg Eye.
I can add to this story that my wife, whom I suggested visit Blacksburg Eye, has had what can only be described as a miserable experience. It took all of 6 frustrating weeks for her glasses to arrive after mistakes were made in ordering the properly sized lenses. She visited the office 3 times to pick up glasses that were not available when she was told they would be. No one called to inform her that they had not arrived. The most frustrating aspect was lack of acknowledgement of the mistakes followed by the lack of service to try to rectify the problems. She told me in no uncertain terms that she will not be returning either.
We both understand that the lab preparation and shipping times can be imprecise. But to misrepresent those times, and to accept absolutely no responsibility for the delays--not even a token effort to rectify the bad taste we both have in our mouths--is the hallmark of a business that can afford not to be concerned, or cares not to be concerned with its clientele. I can assure you that is not the sort of business in a small town we're interested in patronizing.
Respectfully,
MJM & AEM read more
