An email I wrote to Lens Crafters Customer Service.
To Whom It May Concern:
I wanted to inform you that you will be losing my family as a customer. I have been overall underwhelmed and completely dissatisfied with Lens Crafters. Not only in the area of customer service, but with Eye glass quality.
I am working on my second pair of glasses in the last two years. The first pair of glasses I took into the West Towne Mall store to be adjusted, as they kept sliding down my nose. The woman, albeit accidentally, broke my glasses. To “make up for it” she tried to show me a small (less than 6 pairs) selection of hideous glasses to try and replace my chic and feminine one’s simply because I had been lucky enough to find a pair I liked that were on Sale. After much frustration on my part they finally widened the selection, slightly. The glasses I chose have now just broken. The arm of the frame has simply slid off, seemingly for no reason as they have been working fine before then.
Furthermore, the customer service at your West Towne Mall is simply atrocious. Perhaps multi-tasking might seem like a good thing to do, but if your reps would actually see the look on their customers faces they wouldn’t see someone happy for multitasking they would see a customer who does not feel important enough to be given the individual time. Today a female sales rep went to ring up a charge for a gentleman customer. When she arrived at the register she saw that a repair man they had obviously hired to do some work was standing there. Instead of choosing to deliver the change and finish up with her customer, she decided to take care of the Repair man first! Does she not understand that Lens Crafters is the Repair Man’s Customer? I could visually see the transformation on the gentleman’s face of being slightly satisfied with the level of service to completely unsatisfied.
I feel badly for your company, your shiny ads will be seen through soon enough if you don’t focus more on Customer Service to keep the limited customers you currently possess. This is the reason that people purchase goods online, and from other countries the current United States Business Plan apparently has no room for Customer Service.
Do you realize how detrimental negative Word of Mouth Advertising can be? I’m sure the West Towne Mall Lens Crafters will soon find out…