AVOID THIS COMPANY - ZERO CUSTOMER SERVICE
AVOID THIS COMPANY - ZERO CUSTOMER SERVICE
After a long wait, we went to collect my husbands glasses. They did not ask us to sit down and casually asked him to try the two pair of glasses, standing up, before paying the 200€ remainder of the 300€ total. On putting the first pair on, its was obvious that they were so wrong. My husbands eyes watered, and he felt dizzy and sick. The reply “its takes time to get used to them and try the other pair”. He did try them on - obviously same result. They said they would change them - like they were doing us a favour! We said No, and asked for a refund of the 100€ deposit. Only then did they ask us to sit down and wait until the Manager was free. Eventually the Manager explained that they had written the prescription down wrong and again said they could replace them. Again we said No, as it would be impossible to trust them to get it right, it was extremely dangerous to get the prescription so very wrong, and why should they receive the full amount after such an error. Begrudgingly she gave us 100€ cash (interesting when we paid by card - we think they were trying to hide their error) and only then apologised.
Obviously we were not happy with such an incompetent service and the total lack of customer care so we wanted to report it to a higher level where our complaint would be taken seriously. The only email address supplied when Soloptical Ondara reply to a review complaint is atencion cliente....... “to treat your case with attention it deserves”. We emailed them to ask who we could direct our complaint to, as we did not want to send the complaint about the staff to the staff! Below is the reply received from that email. We did not detail our complaint, they certainly did not give us the opportunity to do that. Just an anonymous standard answer. Our case certainly was certainly not treated with the attention it deserved! We do expect to have our complaint handled seriously and perhaps the only way to get attention is tell everybody to not use Soloptical.
“Good afternoon
First of all, we apologize for this error that you comment. A crossing of signs when entering his prescription in our database led to a negative montage of his glasses and as a consequence his vision was not correct.
Our effort to improve customer service day by day goes through dedicating many means and efforts aimed at providing adequate training to all employees of our commercial establishments. In this sense, we will share this incident with the personnel in question so that they reinforce and take the necessary measures to prevent similar situations from happening again.
Soloptical's commitment is to provide you with the necessary means and resources with the efficiency and professionalism you deserve, with the sole purpose of making your eyes enjoy excellent visual health. It is our greatest wish to regain your trust. For this reason, we urge you to visit us in order to obtain 15% on the previously agreed price.
Once again reiterating our apologies, receive a cordial greeting.”
Date of experience: May 03, 2021
