1 reviews | Active since Jan 2012
changing warranty to make a sale
<p>service record #312836</p> <p>I'm extremely disappointed in the service that we are receiving form sunglass hut.</p> <p>I bought a pair of Oakley's (Silver 009342-12) for my wife at clear water mall in December, the price was R2490.00 and we got a discount to R2100.00.</p> <p>The employee that sold us the glasses explained that within a year should the lenses scratch it will be repaired free of charge, this was the reason why we decided to purchase the glasses from them.</p> <p>We took the glasses in - 22/01/2017 - 1 month later and received a quotation of R1500.00 to repair the 2 scratches on them.</p> <p>I asked the employee at the counter, is this not free as its 1 month old and she explained that it is not a free service.</p> <p>so I got a call from customer services due to my complaint at sunglass hut and she tells me that the employee that sold me the glasses is in fact the store manager and that its hard for her to believe that he would say this.</p> <p>so now the customer is always wrong and sits with scratched lenses right sunglass hut????</p> <p> </p> <p> </p> <p> </p>
Good day Chris Koortzen,
Thank you for getting in contact with us.
We do not cover scratches under warranty as stipulated on the reverse side of the receipt. We do have an "Oops coverage" also stipulated on the reverse side of your receipt. This allows you to return your sunglasses to us if you broke or damaged them within the year along with your receipt and get 50% off full retail price on an identical pair.
The person that contacted you was the Area Manager but a customer care consultant will be in contact with you shortly.
Thank you
Sunglass hut
Customer Care
***
Good day Chris Koortzen,
Thank you for getting in contact with us.
We do not cover scratches under warranty as stipulated on the reverse side of the receipt. We do have an "Oops coverage" also stipulated on the reverse side of your receipt. This allows you to return your sunglasses to us if you broke or damaged them within the year along with your receipt and get 50% off full retail price on an identical pair.
The person that contacted you was the Area Manager but a customer care consultant will be in contact with you shortly.
Thank you
Sunglass hut
Customer Care
***
as mentioned to the Area Manager, the store manager who sold me the sunglasses told me that the warranty is for scratched glasses for a year, so why would i go and read the back of the slip?
Do you not train your store managers to explain the correct warranty to your customers?
because he obviously did not.
as mentioned to the Area Manager, the store manager who sold me the sunglasses told me that the warranty is for scratched glasses for a year, so why would i go and read the back of the slip?
Do you not train your store managers to explain the correct warranty to your customers?
because he obviously did not.
Good day Chris,
Thank you for taking my call earlier.
As discussed we take Customer Care very seriously and will ensure with refresh training that the correct information is passed on to our customers in future.
I have sent you an email and await the information.
Thanks once again for taking the time to chat to me.
Ivena Bantam
Sunglass hut
Customer Care manager
Good day Chris,
Thank you for taking my call earlier.
As discussed we take Customer Care very seriously and will ensure with refresh training that the correct information is passed on to our customers in future.
I have sent you an email and await the information.
Thanks once again for taking the time to chat to me.
Ivena Bantam
Sunglass hut
Customer Care manager