Abysmally poor customer service - Can be avoided. Review on Vision Express, Bangalore

Background

I saw an advert of vision express offering complete eyeglasses from INR349 onwards in Sunday times during last week of August.

I stay in Yelahanka, North Bangalore. Searched the website, located the store in Yelahanka and dialed the number to get the location. Surprisingly got the message "Number out of service". Dialed vision express toll free number, and the customer rep on the other side out-rightly refused the existence of their store in Yelahanka. Tried arguing but in vain so kept the phone. Somehow managed to get the address, and it was on the main market street of Yelahanka new town.

At the store

Showed wifty the ad and we both thought its a must visit on the weekend as she also wanted a new pair of sunglasses along with eyeglasses. Reached the store. Location is on main road, accessible and plenty of parking space in front of the store. A big signboard announces the Vision Express store. Ambiance is good, shelves well stocked with frames BUT the price on shelf does not match with the pricing printed on the frames. Apparently realized that people working there didn't care to keep frames back in proper shelf after showing to potential buyers. Went for the eye test, good equipments and sweet talking optician. I am impressed. My number got reduced so I was happy anyways. Now time for  frame selection for me and my wify. We both got busy selecting frames which suits our personality and wallet too. Spent some one and half hour in going through all frames in detail, trying them on and looking in the mirror. The representatives were helpful in showing frames, giving their opinions. The collection is decent, specially in acetate frames. Same for Sunglasses too. A small but OK kind of collection. Finalized the frames for 2 eyeglasses and one sunglasses.

Billing

Paid the total amount for 2 prescription eyeglasses and one prescription sunglasses. Billing was smooth (came to know few days later that they didn't bill me for tints in sunglasses and I was asked to pay amount at the time of delivery) Delivery was scheduled 4 days later for all three. I was told that I will be called and updated on delivery.

Service / Customer Service

Now here starts the negative aspect of Vision Express Indian operations, Poor customer service.

The much hyped proactive call regarding delivery, never came. I went on the delivery date, the eyeglasses were ready. For sunglass - barrage of excuses , Ganesh chaturthi, Eid holidays blah blah so lenses couldn't be fixed. Was asked to come a couple of days later but with a promise that they will update me on delivery over phone. Again they forgot to call and update (Very poor customer service). I sincerely went a couple of days later only to know that the lenses were sent to GOA for fitting and it didn't come. Digested this as I know GKB is based at goa and they do lens fitting for high end eyewear. Was asked to come 3 days later and the representative sweared to call me next day at 12 noon (yes, I was given time of call). Again the call never came. I went on the day I was asked to come, they happily told that the sunglasses are ready. I was happy. They showed me the piece and started completing the billing formalities (I had to pay INR300 for tints that they forgot to bill at the time of order placement). I opened the box and checked the sunglasses. There was a big scratch mark on the frame and a thin crust of about 5 mm was missing. This was clearly a case of mishandling of goods. Reported this to store person. First he told that its glue which got splashed while fixing the lenses. I glanced him skeptically and then he accepted that its fault with frame. Again some phone calls here and there and I was asked to come a couple of days later. This time too I was given a time of next day by when they will call and update me. Again no call at the designated time. I got busy with my schedule and approached them after 7 days.

On reaching the store, the rep gave me blank stare. He forgot who I was and asked me what I want :) I blasted at him and also at the store manager. Manager tried to counter my allegations and told me they have best customer services. I had enough by that time as they never ordered a replacement and sunglasses were laying there. Store manger profusely apologised and made few calls here and there. This time  the excuse was "the person following my case didnt turned up from last 3 days" - Very poor  co-ordination. I threaten to chargeback my credit card and again I was asked to give them one more day to fix this issue. The threat worked and very next morning store manager called and asked my my address so that sunglasses can be delivered. Fianlly sunglasses delivered after 18 days of wait and multiple trips to their store.  Indeed very very poor service.

Pricing

Price wise they are OK. 1.5-1.56 lens price starts at INR900 and goes up to INR1500 for 1.61 index and its for polycarbonate with AR - UV 400 and anti scratch coatings. Prescription Sunglasses starts at around INR2000 onwards. But its not price alone, the level of service matters. In my case they screwed it badly coupled with very poor quality of customer communication.

My opinion

I do not recommend them as finally it turned out to be wastage of time and resources. There is a big flaw in the customer service and co ordination between lab-store-and the software they use.

Since they belong to Vision Express group, things might improve later but till that time, its not advisable to go there.

UPDATE 7th NOV, 2011

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Got a call from store manager a day before Diwali that is on 25th Oct, 2011

He profusely apologized for the service and told me that some higher ups have asked him to call me and apologize after they noticed my review on Mouthshut.com

He conveyed that Vision express would like to compensate me for my bad experience with them regarding service levels so he would call me on 27th and come and meet me personally to offer compensation.

Guess what?

the call never came as promised :)

Conclusion:

1. Vision Express' CRM is very weak in addition to the service

   
   




2. Review on mouthshut matters :)

   
   

My advice to Vision Express:

Deliver what you commit, if you can not, don't keep customers in dark.

Customers wont mind waiting additional days for a good quality product. You have a decent inventory and decent stores, improved service can do miracles for you.