Kits
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Faulty product and five weeks of waiting
I’m in Toronto. I ordered a three hundred dollar pair of prescription sunglasses. The order arrived after 12 days (their website says they aim for 1-3 business days) with the lens misplaced, not sitting flush in the frame. You could see the light leak out of the side when wearing them. I contacted customer support to figure out my next steps, as I was travelling in three weeks. I was afraid the return and processing would take too long and I was considering bringing the glasses to a local optician for immediate repair and see if I could get any amount reimbursed but I was told by customer support they wouldn’t be able to return any of my money and said “We understand that you’re going on vacation soon, and we’ll prioritize the adjustment process to make sure your glasses arrive in time.” I dropped it off at Canada Post the next day, but after six days I decided to check the tracking number and it was estimated to maybe be delayed by the Easter weekend, a week and a half before my trip. Then I emailed customer service again, voicing my concerns that they sent the parcel shipment at a non-expedited speed and that they should upgrade the return shipping. They said they would. Thankfully the Canada Post shipment arrived ahead of schedule to their returns centre the day before Good Friday. I emailed them a week after my glasses get returned to them, this is now four weeks after my original order, as I couldn’t find any updates on the return order on the website and I’ve received no emails. This last correspondence was returned after one more day, saying the return was only processed on the previous Wednesday, which, even with four days of the Easter weekend, is four business days just waiting to be processed, not even being worked on, was only now currently being remade and would be shipped out by the end of the next week, now five weeks after my order and several days AFTER I leave for vacation. Extremely disappointing every step of the way starting from the faulty order, with empty reassurances and nothing actually done to make the situation better. Not even a paltry voucher or discount offered, no sunglasses for my trip.