Lenscrafters new return policy

[Jedi]

Jedi, if the customer returns a frame, is he or she entitled to a refund or just a credit towards the purchase of a new frame? Are your customers made aware of the policy prior to the purchase, or only if they ask about it? It seems we've had more requests to return/change finished jobs since the LensCrafters' ad has come out, too, and I'm wondering if we should pre-emptively make the customers aware of our policy ahead of time... however, I suppose that might invite trouble.

We have warranty card that we give with every order upon pick-up and we will disclose our exchange policy if asked, but it is not something we bring up while choosing frames. In the written policy exchange or store credit are the only options mentioned, but we can do a refund if really pressed (or if we want nothing to do with them). Sunglasses fall under the same criteria but are subject to a fee if the lenses are damaged. The only situation we don't budge is with the lenses, we will attempt to edge the first set down otherwise we charge 50% to make a new set.

[Personalizedoptics]

Combine LC,Pearle Vision,Eyemed,Cole Vision,and the Luxottica frames that everyone carries into one entity called Luxottica Group, and then you will see who the biggest big-daddy monopoly in the optical industry really is. If you are comparing LC to anyone just keep in mind how big Luxottica is because every part of Luxottica must be included when talking about any part of the organization. The idea of promoting the "new" policy didn't come frome LC...it came from Luxottica...'

L.C. was, probably is internationally, especially concidering thier "wholesale operation" however in terms of retail sales in the U.S. Wally is now Kang.

[hcjilson]

The idea didn't come from Lenscrafters...............

Combine LC,Pearle Vision,Eyemed,Cole Vision,and the Luxottica frames that everyone carries into one entity called Luxottica Group, and then you will see who the biggest big-daddy monopoly in the optical industry really is. If you are comparing LC to anyone just keep in mind how big Luxottica is because every part of Luxottica must be included when talking about any part of the organization. The idea of promoting the "new" policy didn't come frome LC...it came from Luxottica....Damn those Delvechios'

Dear Personalized.....
The first time I saw anything like that policy was when I was a youngster and went Freeport ME.It was in a store with which you may be familiar. Its called L.L. Bean, after its founder Leon Bean.They guarantee your satisfaction with whatever they sell you for as long as they are in busines. You may return any product at any time for any reason you are unhappy with the product. I know a man who returned a pair of rain pants which leaked.The pants were over 15 years old and LLBean replaced them with a note saying they were sorry the pants didn't meet expectations. They replaced them with a similar pair saying they hadn't had the originals in stock for over 12 years but they hoped the replacements would suffice. Any business person who is not willing to do whatever it takes to make the customer happy is loosing out on a lucrative market. I can only remind you that statistically, the company knows what %age of sales will be returned. In the case of LLBean, repeat customers are the foundation of their business.It is not a good idea to curse the people from whom you can learn a great deal.

It would be in better taste to edit your post to remove that uncharacteristic sentence.If you choose to remove it, I will come back and remove this paragraph from this thread.

[Personalizedoptics]

You sure are full of yourself......and who are you to suggest that I should edit my post, you must work for LC.......

Dear Personalized.....
The first time I saw anything like that policy was when I was a youngster and went Freeport ME.It was in a store with which you may be familiar. Its called L.L. Bean, after its founder Leon Bean.They guarantee your satisfaction with whatever they sell you for as long as they are in busines. You may return any product at any time for any reason you are unhappy with the product. I know a man who returned a pair of rain pants which leaked.The pants were over 15 years old and LLBean replaced them with a note saying they were sorry the pants didn't meet expectations. They replaced them with a similar pair saying they hadn't had the originals in stock for over 12 years but they hoped the replacements would suffice. Any business person who is not willing to do whatever it takes to make the customer happy is loosing out on a lucrative market. I can only remind you that statistically, the company knows what %age of sales will be returned. In the case of LLBean, repeat customers are the foundation of their business.It is not a good idea to curse the people from whom you can learn a great deal.

It would be in better taste to edit your post to remove that uncharacteristic sentence.If you choose to remove it, I will come back and remove this paragraph from this thread.

[chip anderson]

Replaceing a defective product or a product "Guaranteed for Life" as Sears and many other tool manufacturers do, is one thing. Allowing it to be returned for money-back or for another dis-similar product after a notable period of useage is quite another.

Does L.C. have any time limit on this? If styles change over a few years can they be returned for new product?

Chip

[Aarlan]

You sure are full of yourself......and who are you to suggest that I should edit my post, you must work for LC.......

I think he was referring to your toungue-in-cheek (I hope) comment towards the DelVecchio family. If you are 'cursing' them in the same way I do Sam Walton, which is to be respectfully envious due to their forward thinking business strategies then I agree with you. If you really are truly being negative towards them, then he is correct.

AA

PS I don't work for LC

[hcjilson]

Don't go feeling you will be missed.

You sure are full of yourself......and who are you to suggest that I should edit my post, you must work for LC.......

Who am I??? I'm the guy that just took away your posting privilidges.
Bye bye drillmaster! Don't bother coming back!

harry jilson

[ikon44]

try returning a made to measure suit after 3 months wear .you would be told in no uncertain terms where to go. there is a difference between giving good service and exposing your backside and telling the customer to line up and have a good kick at it.

[Aarlan]

Who am I??? I'm the guy that just took away your posting privilidges.
Bye bye drillmaster! Don't bother coming back!

harry jilson

Oh Come on Harry!!! That kid is hysterical. Was that really Drillmountboy? Can't you reinstate him later just for comic relief? Why the new name? Did he get lynched as Drillmount? Or suspended?

I didn't know you were so sensitive about being lumped in with the LC crowd:D .

AA

[Aarlan]

Back to the thread at hand. If I was as high a volume location as many LCs (or other chains for that matter), and I was unable to properly assist with frame selection and lens selection, I very well may have to advertise a policy such as this. Most independents, though, pride ourselves on dispensing a pair of eyewear that is correct the first time.
I think that if smaller independents had this policy, the resulting loss would be minimal, simply because we can spend more time and lavish more attn on each person that comes through our doors. I think that if you are advertising a 'return if you don't like it' policy leads people to believe that you will sell them or make them a pair of glasses that they will grow to dislike. I would like to think that the majority of the time, we help them select a pair of glasses that they will always enjoy.

AA

[hcjilson]

everone gets a couple of chances......

and he burned his. I tried to gently remind this person to edit the post. To censor a post is something we try to avoid at all costs because it rubs us all the wrong way. Its much easier for the individual to do it after having vented.
I don't have anything for or against lenscrafters. I do have something against an idiot who wastes my time and energy.I issued a temporary suspension but will recomend it be permanent. Steve will make the final call.

PS Wasting my time is not hysterical to me.Thats about the only thing I'm sensitive about.
hj

[Chris Ryser]

Will not be easy........................

.
I very well may have to advertise a policy such as this. Most independents, though, pride ourselves on dispensing a pair of eyewear that is correct the first time.

As we all know, there are NO freebies in this world. Every for less offer is calulated into the selling price, unless you have a very limited time special

In a forever freeby offer the next frame is already calculated into the retail price. LC belongs to Lux who makes and supplies the frames, therefore they (Lux as owner) gross a total of about 80% from top to bottom. On lenses I am sure they also have a heck of a better deal than the single independent.

Therefore the eyeware you dispense better be dead on the first time, otherwise you will have to bite into the sour apple unless your selling prices will allow you to do it.

[optighost]

I have an idea.....why don't all the moderators just kick everybody off and then they can just post their opinions so that they never have to hear an opinion they don't like.....


You can't keep me off of the site....no matter how hard you try....why don't you just try listening to what I say and accepting the fact that I have a different opinion than you......it might help you on and off the site....

Optighost out......

and he burned his. I tried to gently remind this person to edit the post. To censor a post is something we try to avoid at all costs because it rubs us all the wrong way. Its much easier for the individual to do it after having vented.
I don't have anything for or against lenscrafters. I do have something against an idiot who wastes my time and energy.I issued a temporary suspension but will recomend it be permanent. Steve will make the final call.

PS Wasting my time is not hysterical to me.Thats about the only thing I'm sensitive about.
hj

[Joann Raytar]

Off topic

The moderators, myself included, responded to complaints from a variety of members when we acted to edit your posts and eventually ban you. Normally, some of those members would have agreed with your opinions but were put off by what you wrote. A couple of members were also bothered by the posts you made in response to a charitable organization's request - that crossed the line.

The moderators, and I think I speak for the majority of OptiBoarders, also don't want this kind of exchange to happen here ... thedispensingoptician.com

[Aarlan]

.

PS Wasting my time is not hysterical to me.Thats about the only thing I'm sensitive about.
hj

No disrespect intended...Just making light of the situation.

AA

PS after seeing his most recent post as ghost, he doesn't seem to get it...Just as he really didn't seem to get it in many threads when he was out of line