We recently reopened our rayban sun acct. Every time I call, I sit on hold for a minimum of 10 minutes before anyone answers. Last time, they hung up on me and I had to begin my wait again. I'm trying to find out where Fedex actually delivered our shipment, because it wasn't at our address. Conversely, I called Safilo and was greeted by a person who took my order immediately. Is your experience the same when you try to call Luxxotica, or is it just me?
So, you're still doing business with them because.........
It's not the first time I've said this, but back when I did have to deal with Luxottica (more than 6 years ago), I'd be so frustrated when I got off the phone with them. The phone rep was always short with me, and usually sounded like she was chewing gum, and was doing some me enormous favor by taking my order. It made me want to go to work for Luxottica, so I could be the nice one on the phone when someone called them!!
It's nice to be important, but it's more important to be nice.
Who do you think you are, manager at Lenscrafters or Sunglasses shack?
Lenscrafpers is having a sale.
Fed Ex is actually the only delivery service of its type that can (or will)track your package for you without a tracking number. If you call their customer service line they can track it through your address. Much better customer service than Lux :)
Lux implemented a SAP migration along with revamping their telecommunications systems. The phones seem to be sorted out but they are still having problems with orders.
Clinton Tower
The intellect to live free is in short supply
ALT248=°
I see that you begin to have the same problem we have in France.
The explanation is that their phone system recognize the phone number of the person who is calling.
Under a certain number of frame bought per year, we are not "allowed" to physically speak with their operator.
The only way is by mail, fax or their web page.
This is not necessarily a problem, because you have then a proof of your order.
They explain me that 80% of their customer generate 20% of their business. In France they receive about 3000 phone call per day.
At the beginning, I was shocked by this method. Now I realize that it's quicker to send a mail than to wait an operator, to dictate an order....
[pointless rant]
Last edited by MEB; 06-24-2011 at 09:40 AM.
Because our patient asked for a specific Rayban to duplicate her old pair which were lost. ...And that's the only reason. We aim to please, but It could be impossible with support like this. We will not continue down this road.Originally Posted by CuriousCat
i didn't know LC had customer service .
Luxoticca is going through the same transfer in computer system as Marchon did in the beginning of the year...
I don't think it's a computer system problem. I used to deal with them for many years and it was always like that with their customer service. If you're not a huge account they don't want anything to do with you. I'm glad to hear you're only dealing with them for a particular patient. I wouldn't recommend them, otherwise. And don't get me started on the Rayban rep I had....
I see we have the same problems both sides from the Atlantic !!!
:)
When a company sits high on the horse...............
When a company sits high on the horse...............its easy for their employees to become snoddy. :hammer:
You have to remember this is a company that hires people who know nothing about optics and expects miracles.
Three letters......SAP. Typical.
I agree. When they hire people who have not an ounce of optical knowledge what do you expect? They have managers who know nothing and then there are your brown nose managers who will do anything even lie about people to keep there jobs and to try to get ahead. Pretty sad company, far cry from when Dean Butler ran the company. ::hammer:
Don't forget the district managers they hire from clothing companies that come in tell the opticians how to take measurement with the "new" accufit camera.
All the OD's i know stopped using LC long ago , the list of complaints is to long for this fourm. But i'd be willing to read them.
Who'll go next?
Maybe they should get this off the top of the first page article in a goggle search I just did under Lenscrafters complaints-
http://www.complaintsboard.com/bycom...rs-a24673.html
Wow! Thanks Uncle Fester . They were all great reading , can you believe what some pt. were told to make a sale .
The opticians are put under so much pressure to sell it makes us all look bad. We all know many frames can be reused if in good shape. Just one more of many complaints about our pals at LC.
Doesn't surprise me. They don't care if they run there employees into the ground, there philosophy is what is the bottom line, nothing else counts! Why does that surprise any body with this company? I know of one incident where the RM had flimsy charges against an employee had them fired then within three weeks the RM was fired and the Doctor left also. So ya a very well run organization! :hammer:
I can't believe what I'm about to do this.
I read quite a few of the complaints, and there's a big difference between crappy customer service and bad business policies. Many of these complaints are simply based on the prices and insurance, which aren't customer service issues.
I am no fan of Lux, however posts #16 and forward seem to be addressing issues with LensCrafters not Luxottica. Which of the 2 entities are you all trying to bash?
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