Kits
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Top Tier Customer Experience
Customer Service was top-tier. I had ordered a set of frames from Kits, and two days later, my new glasses had arrived. Unfortunately, the incorrect colour frames were sent to me. I immediately contacted their customer service team on a Thursday. The first rep I spoke to asked me to email photos of the frames, which was done that afternoon. I was advised that they would get back to me in 24 hours. Understanding the weekend had lapsed and no update was provided, I called Monday afternoon and chatted with Dennis (customer experience rep). Dennis rectified the problem immediately. He was extremely diligent in combating my concerns and maintained a high level of service and troubleshooting. He confirmed that the incorrect frames were sent to me, and we double-checked the product codes to eliminate the possibility of misprinted products company-wide. Dennis confirmed the shortfall and outlined the next steps. A new order for my glasses was submitted and he communicated the timeline of when to expect the correct glasses. Well done Dennis and KITS!