Sometimes things go wrong...and then VERY right.

Posted by Ira at Tuesday, March 03, 2009

An hour ago, I got an email from a person wondering about their order and having trouble getting answers. I immediately forwarded the email to my contact at 39DollarGlasses.

Ten minutes later, I got an email from the CEO of 39DollarGlasses -- a great guy. The problem had been rectified as evidenced by a big "Thank You ;-)" from the customer in question.

I've written about customer service a number of times in the past and I'm sure I will in the future. There is room for improvement in a number of ways.

In this case, the blizzard in New York and some miscommunication got in the way.

I've seen some pretty solid steps forward in the two and half years I've been researching and writing on the subject -- all the while the volume of traffic to these sites continues to grow.

These are big changes, but there has been a constant as well. Every time I've approached 39DollarGlasses on behalf of a customer, the issue has been dealt with quickly, professionally, and to their satisfaction.

EVERY TIME.

It's nice to know that this is the case. I'm able to confidently tell the customer, with all certainty, that things will work out.

11 comments:

At March 5, 2009 at 9:46 PM Unknown said...: I'm one of the people that you've helped with a customer service problem in the past, but here's my problem:

YOU get good service from these guys because they know you're going to write about them, but it shouldn't take your intervention to get help.

It would be much, much nicer if these companies would provide the same level of customer service to all of their customers, not just the ones they're afraid of getting bad publicity from.
At March 12, 2009 at 8:57 PM Pam said...: I've been waiting 3 days for a reply to my "your order is on hold email". I screwed up my PD measurement, but it could have been remedied 3 days ago. I'm going to call tomorrow and hopefully get somewhere. Annoying.
At March 16, 2009 at 1:06 PM BeechWood said...: I also had a 39dollarglasses customer service issue in the last 2 weeks. But my issue was resolved without any difficulty & in a reasonable time.

I ordered a set of bendable titanium frames with a progressive high index lens - not a cheap combination since it was right at $200. About 12 days from the order date I had received them. Between order and delivery I got emails that notified: 1- order received, 2-order in process, 3-order moved to shipping along with a USPS tracking number. Everything about them was satisfactory - the prescription was right on, very light weight. The problem I had was that the temple arm was 5 mm shorter than the measurement listed on web site.

I used the Live On-line Support link from web site to contact them. The 1st attempt I made around noon EST got me a "Not On line at this time", but right after 1 PM I was connected immediately. When I gave order number & explained the problem the rep, asked if I could wait while they got another frame to examine. In a few minutes they were back & said the web page wrong. They asked that I pick out another frame & return the pair that I received. They offered to pull the new frame I selected and verify measurements before proceeding. I gave them a frame and waited a few minutes. They came back and gave me the exact dimensions of the replacement.

I asked about needing any authorization or code for the return. They requested the only the order number. I dropped them off at the PO on Friday & Tuesday night I got an email notification with a new order number.

I got the new order on Tuesday & am well pleased. The optics quality is every bit as good as the $400 pair that I got from the local retailer. And these include the AR coating & titanium frames. Things that I skipped 1st time due to the additional cost from the store. I will not hesitate to use 39dollarglasses.com for a future order.
At March 17, 2009 at 5:45 PM Anonymous said...: I am also a 39dollarglasses customer and my experience is not so nice!
It was the first time I tried this way to get new glasses, in Germany it is not very popular to get glasses via internet so this was a test and ...failed!
The "bendable titanium frame" was so out of shape that no human being was able to wear it.
The local optometrist has done his very best and after 45 min work (I was forced to pay because not "his" glasses - not his responsibility...)I was able to put i on my nise and - I became dizzy because axis was not 74 but 78 (tolerance is 2,5)and the middle of the lenses differs about 2 mm. This is (original citation of the german optometrist) not milimeter but a world!!! I tried to get in contact with 39dollarglasses via e-mail - no answer! (one E-mail at the weekend and one yesterday and they promise to anwer within 24 hours).
I have paid more than $200-, I feel like an idiot that I have trusted this company...
Who has an idea to solve this problem?
I beg for pardon for my english...but try to write this in german...smile!
At March 18, 2009 at 11:26 AM jen ford said...: Yes and thank you for expediting things with 39dollar glasses.
At March 21, 2009 at 1:57 PM Ira said...: @Anonymous in Germany,

Send me your email address and order #, I'll see if I can get it through.

(Reply to this post and I'll grab it without publishing your personal information)
At March 31, 2009 at 12:12 PM Detex said...: I have been trying to contact them (39dollarglasses) for over a two weeks now. I have been waiting four weeks to get my frames back and can not get anyone on the phone, over life chat help or a reply to my email requests... What is going on here? are they out of business?

This is ridiculous and now I am concerned that I may have lost two sets of GOOD and expensive frames if they are closed up or something!!! I have used them in the past and these are not their normal business practices...

Anyone have ANY info???

Thanks!
At March 31, 2009 at 12:22 PM Ira said...: @detex,

You should probably send me your order number and email address. I'll get someone to fix this.

ira[at]webloggist[dot]com
At April 2, 2009 at 9:24 PM Unknown said...: I join the ranks of people you have helped bring my issue to resolution- Thank you Ira! I understand that companies often bear the burden of success and sometimes grow too quickly to meet market demand. Customer service can take the hit but you are providing an extradinary servive to many people who hit dead-ends. Your application of the social media channel to promote and expand consumer advocacy an important and innovative contribution. Thanks for all you do!
At April 8, 2009 at 8:21 PM Lance said...: I just posted a review, but I've now waited 13 business days for a replacement pair of bi-focals to SHIP (my first pair were in my hands after 8 days).
The window I was given for this second pair was 3-5 bus. days.
I called on the 10th business day, and was given the excuse that these were "custom-made, so they take longer" (even though order was exactly the same as the first).
I asked for overnight shipping when they were ready, which was resisted until I griped and griped.
Then she said it would be early this week, probably Tuesday or Wednesday. It's now Wed. night, and they haven't shipped.

I'm ticked!
At April 8, 2009 at 8:46 PM MC said...: The 39dollarglasses.com website says my glasses failed inspection, not once but twice. By the time I get them, it will have taken over a month. It sounds like a lot of customers are having problems with this company. I ordered from them previously without a problem. Who knows if I'll order from them again in the future? I agree with slabix that it should not require outside intervention for them to get things right. They should get things right the first time.