I purchased a pair of glasses from Lenscrafters. With the exception of the person who filled-out my request, everyone provided poor customer service (ie, no smile, unfriendly tone, facing away from customer, ignoring customer).
I was not instructed what to do beyond "Go over there" commands. I was left standing while waiting to pick-up my glasses, rather than offered a seat. All but one of the agents who present the finished glasses (he was with a customer) left the area without offering to assist me (it was 10 min before closing).
I complained to the company via email. Several days later, I received a call from a manager at the location I visited left a message on my voicemail. I would've returned the call, but it was simply more of their poor customer service: "This is (manager name) with Lenscrafters in Burbank... Please give me a call at (phone number)."
No apologies, no reason for calling, not even a friendly tone in her voice. (Who knows? Maybe she was calling to chew me out for complaining!) It was a very demeaning experience and one that I will never forget.
Several months later, I went back with a friend who wanted to buy glasses (he didn't believe me). Nothing had changed. Two of their sales associates were laughing and talking to each other. When they noticed, one looked over her shoulder and said to him, "Can I help you with something?" in the same manner as when I had visited before! When he said, "I'm not sure just yet..." they went back to their conversation. At least the sales people like each other's company.
0 comments