1800-contacts - 1800-contacts lied to me

Posted on Wednesday, July 9th, 2008 at 6:20am CDT by e589b7e9

Product: 1800-contacts

Company: 1800-contacts

Location: US

Category: Other

Well the first person that took my call was very pleasant and helpful. I was told by her that my contacts would be delivered in three or so days. I waited one week and called back. Well first woman took my address wrong so second woman told me that she would call the shipping company and I would have my contacts the next day... two days later still no contacts. Called again, the third person told me that second woman basically lied and I would have them next day... I didn't receive my contacts for almost three weeks. By the time I did I had already gone to my regular place and got some there so I called to cancel my order and was told it was too late they were already on the road to my house. So I asked for a return shipping label which was sent to the wrong address that the first woman had put down! I was sent this label on 5/11/08 and after three calls to 1800-contacts, just about the shipping label, I am yet to receive it and it is now 7/9/08. I will never use this company again, I have basically been lied to six times by them. And after telling my story to a lot of friends and family I've heard a couple of similar experiences.


2 Comments

ffa66816, 2008-09-26, 07:58PM CDT

Hi,

I know how it feels, I suffer from the very same terrible ordeal too. I'm too fed up to even talk about this company so I'll just copy & paste an e-mail I wrote to this company.

Dear Ms. xxx,

I am writing this e-mail to express my extreme disappointment at the service that your company has provided me during this very testing ordeal. Your company made an advertisement of "Need contact lenses? Buy in just 5 minutes. We deliver. You save." Well, for me, it's 4 weeks since my first conversation, you don't deliver, and instead of saving, you prematurely charged my credit card and also cost me all those international calls to my overseas eye doctor!

I find it ridiculous that your sales reps are so clueless that they cannot tell me what information do I need to attach to my prescription. They should have told me everything in the first call but no, you require more than 7 calls! (You can, and should check the records and listen to each of my calls) If the government regulation is so clear & so strict, why didn't you tell me in detail about it int he first place? Why did each and everyone of them gave different answers to one same, easy question that I asked: "What do I need in my prescription?"

Here's a summary of what 10 sales rep, and you, told me over 10 different phone calls:

1) "You just need to fax your prescription and you'll get your contact lenses with no hassle!"

2) "You just need to fax your prescription with the power and you'll get your contact lenses with no hassle!"

3) "You just need to fax your prescription with the brand name and you'll get your contact lenses with no hassle!"

4) "You just need to fax your prescription with the BC curve and you'll get your contact lenses with no hassle!"

5) "You just need to fax your prescription with the diameter and you'll get your contact lenses with no hassle!"

6) "OK! All is good, I'm charging your credit card now and we'll upgrade your shipping to 1 day shipping and you'll receive it at the very next business day!"

7) "I can't find the brand name. Yes I'm positive, I have carefully examined all the faxes. =( Oh wait, yes, I see it now in the e-mail you sent me after you clearly pointed it out. Maybe I need my own glasses since the brand name was written clearly. =)"

8) "Oh I'm sorry, you need all the information in 1 single prescription. =) It's because of this strict government regulation. Didn't we tell you this before? We didn't tell you too that your order was canceled? You were eagerly waiting for your contact lens the whole week? We were swamped by customers calls and couldn't update you on your order status. =)"

What's the meaning of customer service to 1800Contacts? Not once in my whole life have I ever experienced such a ridiculous situation in buying from a company before. I am a customer who is trying to give you a business order but you made it like an ordeal, as if I have to past a patience test in order to get your product. I expected a lot better from a big company like yours.

And I have a beef when you refused to give me your last name. Your sales reps, who are obviously lower ranked than yours, gave their last names to me and put their asses on the line. As their supervisor, I expected more from you. And besides, I got your last name from your e-mail, what's the big difference here, Ms. xxx?

And I ask you to please remove my credit card information and also removed the pending charge transaction from my order. I am completely fed up and will never buy from 1800Contacts again. I'd rather pay a slightly higher price, but not get this unacceptable service.

I will be bringing this case to my MBA class as this is the perfect example of how the work system in your company is a complete failure. Your company is not dedicated, your company is not responsible and your company made one customer extremely unhappy. Haven't you heard of the phrase "A happy customer will tell 1 person about their good experience; an unhappy customer will tell 100 people about their bad experience." I guess your company wouldn't care, since they have pushed me to my limits.

I really wanted to get your product in the first place. What your company should have done is tell me everything I need during my first call, I'll call my doctor and get the correct, complete prescription faxed to your company, your company charge my credit card, and I get my contacts! Simple, mutually benefits both parties, I get my contacts, you get my money. Too bad this is not what your company want.

ffa66816, 2008-09-26, 08:05PM CDT

Hi, I basically suffer from the same experience. I am too tired to even talk about this company so I'll just copy & paste the e-mail I've sent them.

Dear Ms. xxx,

I am writing this e-mail to express my extreme disappointment at the service that your company has provided me during this very testing ordeal. Your company made an advertisement of "Need contact lenses? Buy in just 5 minutes. We deliver. You save." Well, for me, it's 4 weeks since my first conversation, you don't deliver, and instead of saving, you prematurely charged my credit card and also cost me all those international calls to my overseas eye doctor!

I find it ridiculous that your sales reps are so clueless that they cannot tell me what information do I need to attach to my prescription. They should have told me everything in the first call but no, you require more than 7 calls! (You can, and should check the records and listen to each of my calls) If the government regulation is so clear & so strict, why didn't you tell me in detail about it int he first place? Why did each and everyone of them gave different answers to one same, easy question that I asked: "What do I need in my prescription?"

Here's a summary of what 10 sales rep, and you, told me over 10 different phone calls:

1) "You just need to fax your prescription and you'll get your contact lenses with no hassle!"

2) "You just need to fax your prescription with the power and you'll get your contact lenses with no hassle!"

3) "You just need to fax your prescription with the brand name and you'll get your contact lenses with no hassle!"

4) "You just need to fax your prescription with the BC curve and you'll get your contact lenses with no hassle!"

5) "You just need to fax your prescription with the diameter and you'll get your contact lenses with no hassle!"

6) "OK! All is good, I'm charging your credit card now and we'll upgrade your shipping to 1 day shipping and you'll receive it at the very next business day!"

7) "I can't find the brand name. Yes I'm positive, I have carefully examined all the faxes. =( Oh wait, yes, I see it now in the e-mail you sent me after you clearly pointed it out. Maybe I need my own glasses since the brand name was written clearly. =)"

8) "Oh I'm sorry, you need all the information in 1 single prescription. =) It's because of this strict government regulation. Didn't we tell you this before? We didn't tell you too that your order was canceled? You were eagerly waiting for your contact lens the whole week? We were swamped by customers calls and couldn't update you on your order status. =)"

What's the meaning of customer service to 1800Contacts? Not once in my whole life have I ever experienced such a ridiculous situation in buying from a company before. I am a customer who is trying to give you a business order but you made it like an ordeal, as if I have to past a patience test in order to get your product. I expected a lot better from a big company like yours.

And I have a beef when you refused to give me your last name. Your sales reps, who are obviously lower ranked than yours, gave their last names to me and put their asses on the line. As their supervisor, I expected more from you. And besides, I got your last name from your e-mail, what's the big difference here, Ms. xxx?

And I ask you to please remove my credit card information and also removed the pending charge transaction from my order. I am completely fed up and will never buy from 1800Contacts again. I'd rather pay a slightly higher price, but not get this unacceptable service.

I will be bringing this case to my MBA class as this is the perfect example of how the work system in your company is a complete failure. Your company is not dedicated, your company is not responsible and your company made one customer extremely unhappy. Haven't you heard of the phrase "A happy customer will tell 1 person about their good experience; an unhappy customer will tell 100 people about their bad experience." I guess your company wouldn't care, since they have pushed me to my limits.

I really wanted to get your product in the first place. What your company should have done is tell me everything I need during my first call, I'll call my doctor and get the correct, complete prescription faxed to your company, your company charge my credit card, and I get my contacts! Simple, mutually benefits both parties, I get my contacts, you get my money. Too bad this is not what your company want.

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