Shocking Customer Care

What a lovely surprise when I received a voucher from Sunglasses Hut to use in October, my birthday month. The voucher gives links to their website to view the "his & hers" range available - but on clicking on the link - the webpage shows the site is "coming back soon".

As I live in a rural area (the closest Sunglasses Hut store is 500km+ away from me), I have been patiently checking the site almost daily, in order to view the range and place my order to use the gift voucher! By this morning, I contacted their customer services for assistance as the site is still down and my voucher would expire in 2 days. I was informed that online shopping is not possible (the website does not work) and I have to visit a store.

So I politely explained my situation in that I don’t live near a store but can use the voucher in December when we will travel to a city who has a store and kindly asked my voucher be extended until then, to afford me the opportunity to use it. Not having access to the store is not my fault.

Well – I got a 2 week extension and was told the website should be back up by then, with a very limited product range that I could choose from, else I lose the voucher!

Ivena Roberts, what GREAT customer service. Let’s give our clients gifts they can’t use and refuse to be accommodating to their predicament. Look I would totally understand if I lived in Johannesburg and wanted to get an extension (as there are many stores at your fingertips) but my situation is TOTALLY different, yet your attitude towards helping me stinks!