I have lost all will to live. It is the fault of Vision Express. So I told them:
Hello,
I literally cannot bring myself to either come into the branch or call again if the answer to my question is anything other than “Yes! They are waiting in the branch for you”, so for the sake of my sanity I am using e-mail instead.
For almost a month now I have been waiting for my contact lenses, which I pay for, and have done so for a while, using Direct Debit. I have heard the words “promise” and “definitely” so many times from your staff that they have lost all meaning and I’m actually now beginning to worry about my ability to make and sustain human relationships.
You have “promised” that they will be chased up and that I would be contacted about it. You have told me they will “definitely be in the branch on [insert any number of randomly selected days]“. You have probably guessed from my snippy tone that both of these statements, though repeated to me on rotation, have turned out to be false.
It all started a long, long time ago when someone made the mistake of sending my lenses to my home address even though I have been down for store delivery for a while. Fair enough, mistakes happen. But my lenses then seem to have entered a sad, lonely place that nobody knows how to get to. They have been in the hands of delivery drivers, the hands of people at Head Office, back to the hands of delivery drivers, back to the hands of people in Head Office but, unfortunately, not the hands of the person who has paid for them, and more annoyingly, not in their eyes either.
The last I heard was that the lenses were yet again being sent to my house, even though my weary tones had said, again and again “…….I don’t want them delivered to my house, I want to pick them up in store”.
The overly breezy voicemail message left for me 5 or so minutes after discussing my desire for store collection, that informed me my contact lenses were being sent to my house AGAIN was like some horrible clown based nightmare – “they seem nice and friendly….but they really aren’t telling me what I want to hear…in fact im quite unnerved”.
I would love it if someone would just say “You know what Hannah, we have completely screwed up on this. Tell you what, let’s start again. We shall send out an entirely fresh set of lenses and let fate deal with the ones you have been waiting a month for”. The fact your staff, who even in the face of utter absurdity still seem to bounce along in happy ambivalence, haven’t yet thought to offer this is astounding. I work in customer service myself and around about the 10 day mark I’d have gone “Im ordering another one”. I haven’t had an apology, nor any sense that anyone is remotely embarrassed. The message left for me implied I should be over the moon to have my lenses being sent to me, even though I have said again and again and again I want to collect them, and have been told again and again and again that my details have been updated to reflect this (why the option was ever changed is a matter I’d rather not waste a heart attack on).
Please, please, please, please get to the bottom of this. I want my lenses.
Many thanks.
