[Editor's Note: Early on the morning of Monday, July 30, I got an email which completely changed my views on this company. I couldn't let this original entry remain unaltered on the Internet. I shall paste the customer support message below this original message along with my additional short reply.]
I'm writing to voice my dissatisfaction with a pair of glasses I bought from you about 8 months ago. They simply haven't 'held up'. I have been wearing eyeglasses since I was 10 years old (for about 43 years) and
never had a pair which didn't last at least a whole year. Firstly, the frames are bent and weak, but I chalked this up to picking out cheap ones. More concerning is the fact I can no longer wear them due to scratches. I paid an extra fee for resistant ones but I've never seen lenses which have become impossible to see through. At first blush, I thought the amount I saved, your speedy service, and doing things online was the way to go. Now, I doubt I will buy another item through the Clearly Contacts website again.Company Response:
Dear Dennis,
Thank you for your email to Clearly Contacts Inc.
We apologize for any inconveniences caused with your original shipment. Please be advised that with all eye glass orders comes a 30 day no risk return gaurantee, where if you find any problems with your eye glasses, or are not satisifed with the look / feel of them, you are able to have them returned to us no questions asked within 30 days of having them shipped out. We also provide a 365 day warranty period where if in the year that the glasses were ordered, any problems occur regarding manufacturer defects, you are able to have them returned to us for repair / exchange.
Please be advised that although the scratch resistant coatings were added, they are scratch resistant, not scratch proof, however we will be more than happy to have this matter rectified for you. I have emailed you a return shipping label to which you can print out and use to have your order sent back to us free of charge. Please ensure that your order number is clearly marked on the box being returned. You are welcome to keep any accessories sent with your order, all that is required to be returned are the glasses and the case. Returns take approximately 2- 4 business weeks to be received and processed into our system however as soon as it is processed, an email will be provided to you.
I have requested to have a reshipment of a new pair sent out to you. Please allow 3 - 5 business days for this order to be complete. As soon as it is ready to be shipped out, an email will be provided to you.
Once again, we apologize for any inconveniences this may have caused you, Dennis, and thank you for your patience and understanding as we work to correct this issue. We greatly appreciate you as a customer and look forward to continuing to do business with you in the future. Should you require anything further, please do not hesitate to contact us again.
Thanks,
Angela C
Customer Service Representative
Clearly Contacts Inc.
320-2985 Virtual Way, Vancouver, BC V5M 4X7
Ph: 1-866-414-2326 Fax: 1-866-333-6810
Web: www.ClearlyContacts.ca
Over 100 Million Contact Lenses Delivered.
Passionately Committed to making every experience with Coastal Contacts positive and highly satisfying.
For everyone. Every time.
My Current Opinion:
OMG. You guys are awesome! Most companies no longer stand by their products in such a determined way. I am sure you have just guaranteed a customer for life. In fact, I will have no hesitation in ordering a completely different set of extra glasses to have on hand RIGHT NOW. I am going to sing your praises at each and every opportunity.
Thank you. Thank you very much. (And so early too! Yawn.)
Respectfully,
Dennis Hurd