Vision Express — complaint : quality issue and customer focus negligence

Address:

560092

Dear vision express,

This is the third time i am writing to you.

Very sad with your servicer and quality of product.

I ordered my 2 pair of spectacles from vision express, sahakarnagar bangalore branch.

One of the specks delivered was damaged. It had a scratch on the lens and was also verified by store assistant.

Manager of the store was not available and we were told to come some other day. Since, i was going out of station, i took the specks with a written note referring the damage of the specks (Attached with mail for reference) and will return it thereafter.

To my surprise, the specks developed a crack (Near the joint) and the same lens came out.

On my return, i went to the store, again manager was not available. I gave the specks to the store after assurance that they will call me back once manager is available. I didn’t receive the call, then i have to go to the store and luckily manager was available.


First, he made us wait for long time, and second he lacked professionalism.

But somehow, we told the issue, and to my surprise his response was negative. He lacked problem solving and customer focus behavior, instead of evaluating the issue and working on it he denied working on it.

Then i showed the written note on the slip for the delivery of damaged specks i had acknowledged with the store assurance that it will be taken care (As it was mentioned in the note)

Now, he was adamant to entertain us but we managed to convince him to go with the company process at least. During our conversation i showed him the cracks in the frame too.


He gave assurance (Fake) to get back to us at the earliest and the broken specks was kept in the store, but it’s been 4 weeks now we have not heard from vision express.

I have following concerns:

1. The quality of products vision express sells.

1. Why quality check of product was not done before delivering it to customer?

2. Is customer focus a priority for vision express?

3. How much time it takes to resolve issue?

4. Why numerous follow up required once issue is escalated?

Looking forward to hearing on this regard and hope my issue is resolved and i get my specks back.

Thanking you in anticipation.

Regards,