I recently got some customers who were care quite unreasonable or demanding.
We had a elderly customer complaining that he can't focus well with his new glasses but had no problem with his old pair. The new prescription on the right was -0.50 higher than the old one.
So we decided to change the right side prescription to his old one.
However, he said that "if that's the case, why should I get a new pair of glasses if it's the same as my old one." I told him due to his eye condition, that's the best prescription we can give him. since he is complaining that it's not clear enough or causing focusing problem, we will changed it to his old prescription. He still insist that i give him a better vision if I were to change the lens.
I told him that he could go and see an opthal and get a new prescription since he don't trust what we are telling him. He refused saying that the ophthal said there is nothing wrong with his eyes except "minor" cataract. A lot of times here, minor cataract could mean they can see 6/12 best corrected.
Anyway, i told him i would give him a partial refund (50%) if he is still not happy with the options I have given him. He wants a 75% or nothing. He chose not to get a refund and took back his glasses. I am sure he wouldn't return even if I had given him a 100% refund.
I was wondering if he go and see a doctor and the doctor told him that he could not improve his vision, will he demand a refund from the doc? Bear in mind that refunds are not widely practiced in Singapore. this is for fear that consumers would take advantage of this policy.
It seems to me that only in the optical trade that customers can act unresonable and always want to have their way and sometimes get it.
How would you guys deal with such a situation? Offer full refund no matter what?
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