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Frames: Communication Suggestion

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Frames: Communication Suggestion

Postby lws3547 on Mon Mar 19, 2012 12:35 pm

Mine appears to be a common problem (judging by other threads I've read here). I ordered Sferoflex frames on 1/10, a couple of days later I was told they would not ship from the manufacturer for a month. That date came, and I was told it would be another month. On 3/9 I was told it would be April or it could be Sferoflex is discontinuing the model.

I decided to substitute Brooks Brothers, but soon after placing the order I was told shipping would be delayed. I tried Ray-Ban, and they were back ordered as well.

Now, each time I placed an order I had to complete the online purchasing process, have a hold put on funds in my account, wait to be told the frames were delayed, and then go back and start all over again. That wastes my valuable time when it seems to me Optics Planet could prevent that, and should because the website indicates the frames are for sale now (not later).

Why can't Optics Planet include availability info with each frame listed? The information included for each frame should say "Availability:" and then something like "Now," or the expected shipping date, or "Indefinitely Delayed." That way if you are someone like me who is in desperate need of glasses, you wouldn't waste time trying to buy frames that aren't shipping for awhile, or may never ship (as may be the case with Sferoflex).
lws3547
 

Re: Frames: Communication Suggestion

Postby larumd on Mon Mar 19, 2012 3:28 pm

Thanks for the great question. We are one of the most popular online retailers for designer eyewear. Sometimes it's hard to keep stock with our pricing being as good as it is. In some cases a frame will not be in stock here but will be available at the manufacturer. Many of our frames are even kept at our labs ready for your order. Rather than adding stock status to our website we proudly offer a phone number on every page, live chat agents, an email response team and a public forum. We are happy to give you stock status for any item we offer before the order is placed. This is just how we strive to be high touch and high tech.

You are welcome to give me order information and I can even help you here or you can call me at 1-800-504-5897 ext 320. I look forward to helping you.
larumd
 
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Joined: Wed Feb 10, 2010 1:40 pm

Re: Frames: Communication Suggestion

Postby lws3547 on Mon Mar 19, 2012 4:19 pm

Thank you for answering. However, the solution you suggest doesn't help very much. The process of picking frames from so many possibilities is very difficult if you don't know what is actually available. I did call several times to check availability, and that's how I know it adds significantly more time to the process (waiting in the phone queue, explaining what I want, waiting for them to check . . .). On one call, the operator didn't know what was up with Sferoflex, and promised to email me a little later with the answer. Three days I waited for that email without a response. At this point I am so frustrated by the process I don't trust putting in more work to filter out all those possibilities just to be told they aren't available.

I understand it would take some work to revamp your site, but sites like J. Crew, Toms Shoes, Cole Haan, Zappos, Amazon and other professional sites have recognized it is in the customer's best shopping interest to know what is and isn't in stock while they shop online. So I hope you will consider listing availability next to each frame so potential customers can immediately know if or when frames should be available.
lws3547
 

Re: Frames: Communication Suggestion

Postby larumd on Tue Mar 20, 2012 9:13 am

Again, let me know what the order number is and I can take a look. Is your order still open? We can see if there is a possible replacement frame or a lead time for your original frame. Let me know if you would like to wait with us.

I look forward to assisting you.
larumd
 
Posts: 1405
Joined: Wed Feb 10, 2010 1:40 pm