Order Problems with Goggles4U
I ordered 4 pairs of glasses, and they billed me for 4 pairs. Unfortunately, only 2 pair were correct.
For one of the remaining two pair, they substituted another frame with a
very different color:
What I ordered...
What they sent...
And for the final pair, they got confused and never shipped it, even though they billed me for it!
On top of that, they never gave me the 15% repeat order discount they promised. Here's the complete email history...
Email #1:
Subject: Repeat Customer Discount
Date: Tue, 03 Jun 2008 21:50:46 -0400
From: Tom Jones
To: info@goggles4u.com
Hi! This is a repeat order, so I request that you give my new order the 15%
discount for repeat orders. Thanks!
New Order #165-50-9356
Original Order #163-43-4973
-Tom Jones
Email #2:
Subject: Urgent -- Production Problem --165-50-9356-- LTK14705042288X
Date: Sat, 7 Jun 2008 08:26:52 -0400
From: Goggles4u Production
To: tjones@spril.com
Dear Customer,
We have generated a support ticket to help us track your inquiry. Your
ticket code is LTK14705042288X. Please use this code in any further
communication.
This refers to your above order.
Unfortunately the frame (23496) you have ordered was found to be
defective during production. This defect was minor and we were unable to
identify it during initial inspection. We request you to select another
frame and send us the product code by return email. We will produce and
ship your order in newly selected frame on high priority basis.
Should you require further assistance or information, please reply to
this message or chat live with us during our business hours.
Sincerely,
Sales & Support
Email #3:
From: Tom Jones
Subject: Re: Urgent -- Production Problem --165-50-9356-- LTK14705042288X
Hi! I ordered two pairs of 23496, each with a different prescription. Do I need to select a new frame for both of these eyeglasses, or just one? If so, please tell me which of the two 23496 eyeglasses I ordered you were able to produce.
I have copied the description of the two pairs of 23496 in my order, below.
Thank you,
-Tom
23496 with 1.57 Multicoated CR39 Material High Index Lenses --PRESCRIPTION Right Eye -2.25 x x x N/A -- Left Eye -2.25 x -0.25 x 45 x N/A -- PD 59 Usage Distance Tint Black - 80% - Johanna Goderre $25.99 USD
23496 with 1.57 Multicoated CR39 Material High Index with Photocromic Grey --PRESCRIPTION Right Eye -3.25 x -0.25 x 2 x N/A -- Left Eye -3.75 x -0.50 x 152 x N/A -- PD 58 Usage Distance Tint no - no - Tom Jones $61.99 USD
Email #4:
Subject: RE: Urgent -- Production Problem --165-50-9356-- LTK14705042288X (LTK14705042288X)
Date: Mon, 9 Jun 2008 06:19:57 -0400
From: Goggles4u Production
To: tjones@spril.com
REFERENCE NUMBER: LTK14705042288X Please use this ticket number in any correspondence with us.
Dear Customer,
Thank you for contacting us.
You have to select just one frame.
Please feel free to contact us if you have any additional questions.
Sincerely,
Tracking
In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance using our Chat support service at:
Regards,
Sales and Support
www.Goggles4u.com
http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&site=54497210&SESSIONVAR!Ticket=LTK14705042288X
Email #5:
Subject: Re: Urgent -- Production Problem --165-50-9356-- LTK14705042288X (LTK14705042288X)
Date: Tue, 10 Jun 2008 10:27:56 -0400
From: Tom Jones
Reply-To: tom@spril.com
To: Goggles4u Production
References: <200806090619570484.1470.164777@equinix.liveperson.net>
Hi,
We do not seem to be communicating effectively. As I stated, I ordered 2 sets
of glasses with that frame--with 2 different lens prescriptions. I provided the
order information for both of the two lenses, still listed below. I asked which
1 of those 2 frames in my order I needed to replace. Your answer did not
address this.
Please cancel this entire order, and I will submit a new order.
-Tom
Email #6:
Subject: RE: Urgent -- Production Problem --165-50-9356-- LTK14705042288X
(LTK14705042288X)
Date: Tue, 10 Jun 2008 11:27:31 -0400
From: Goggles4u Support
To: tjones@spril.com, tom@spril.com
REFERENCE NUMBER: LTK14705042288X Please use this ticket number in any
correspondence with us.
SUBJECT: Urgent -- Production Problem --165-50-9356-- LTK14705042288X
Dear Customer,
Thank you for contacting us.
Frame 23496 got damaged in production.
Please feel free to contact us if you have any additional questions.
Sincerely,
Sales
In case this email does not fully answer your question, or you would like to
contact us for any reason, simply reply to this email. You can also get
immediate assistance using our Chat support service at:
Regards,
Sales and Support
www.Goggles4u.com
http://server.iad.liveperson.net/hc/?cmd=file&file=visitorWantsToChat&site=54497210&SESSIONVAR!Ticket=LTK14705042288X