My first complain letter!! hahaha
i just sent it today.. let's see when will i receive a reply from them
I recently had my eyes checked at one of your outlets located at Compass Point, hoping to get my contact lens done. However, till date, I have not been able to enjoy the conveniences that contact lens provides. I am curious but how long does a consumer has to wait before he/she is able to get the contact lens from a optical shop starting from the day he/she orders the contact lens?
I had always thought that Nanyang Optical, one of Singapore's largest optical retail chains, would be a good choice for consumers should they require glasses or contact lens from a reliable optical shop. But it seems that my trust has been misplaced by the branding of Nanyang Optical.
I first ordered my lenses from your outlet at Compass Point on 29 Sep 07. I was told by your staff, the branch manager I believe, that the lenses would be ready in 5 days, I was pleasantly surprised as I would normally need to wait for around 2 weeks for my lenses to be ready when I had them done at other optical shops.
I should have been able to receive my lenses on 05 Oct 07 after 5 working days. On the 06 Oct 07, around 7pm, I called the optical shop to ask if my lenses were ready. To my surprise I was told by one of the staff that it wasn't ready at that point of time, and she wanted to end my call just like that with no explanation OR even a date to let me know when my lenses will be ready. It was only when I made a fuss and demanded to know why I wasn't informed of the delay of my lenses, then did the staff told me she will check and get back to me.
I received a call from a guy, I think his name is Shawn, that the delay was because he was the one in charge of making the order of my lenses and as he was on leave on 01 & 02 Oct 07, the ordering of my lenses were delayed, and that it will be ready on 11 Oct 07.
Shouldn't Nanyang Optical have called and informed me that my lenses are not ready yet? What if I do not lived in the vicinity and had already made a trip down to collect my lenses? I actually had to call the outlet on my own to find out that my lenses were not ready.
On 11 Oct 07(the day I was supposed to collect my lenses), I received a SMS stating that it was from Nanyang Optical and that there will be a delay due to some problems and that if I require my lenses urgently, to contact Nanyang Optical to spare me a trial lens for temporary use. AGAIN I was not told when the lenses would be ready.
I finally managed to collect my lenses on 28 Oct 07 .
When I tried it on, I told the guy, Edmund, who was serving me, that I felt giddy and my vision was not clear. He told me that it could be because my eyes were not used to the contact lens yet, I was surprised as it wasn’t the first time I’m getting contact lens done but it is the first time that my vision is not clear after putting on the contact lenses. I was told to return in a week if my vision is still not clear. And this time, I was not given a collection slip/receipt for subsequent collection. When I asked the branch manager, I was told that I could just give any of the staff my I/C no. to collect my lenses. My question here is, shouldn’t there be any form of security given to customers?
After about 3days, 1 Nov 07,I went back. This time it was another staff , Swee Ting, who served me. She told me that the blurred vision could be due to the fact that I did not opt to make torric lenses for my right eye which was suffering from astigmatism. However, I was not told in the first place that I was suffering from astigmatism in my right eye when my eye was being tested by your branch manager. And it was also Swee Ting who told me that typically consumers have to wait for 14 working days before their contact lenses will be ready .
So WHY was I told by the branch manager that my lenses would be ready in 5 days?
And because your branch manager did not inform me or perhaps she did not detect that I was suffering from astigmatism in my right eye, I had to wait for another 14 working days so that Nanyang Optical could get the lenses for my right eye done correctly. And Swee Ting also offered to get me the trial lenses for temporary use. This time I learnt my lesson and specifically asked that I be informed about my lenses when the 14 working days were up, whether or not the lenses were ready and also when I would be able to collect the trial lenses .
My lenses were finally collected around the 3rd week of Nov 07, however, as I was preparing for my exams I did not want to put on the lenses in case my vision would still be not clear with the lenses on or would cause me dizziness. I told the staff that if there’s any problem with the lenses, would it be ok if I were to go down to Nanyang Optical in the 1st week of Dec 07. Swee Ting told me that she would not be around in the 1st week of Dec 07, but I could look for another staff , Christine. I went back to Nanyang Optical on 3 Dec 07 and was served by Christine and was told my lenses would be ready in 14days BUT as there is a public holiday, she could not guarantee that it would be ready on 21 Dec 07, and AGAIN I specifically request that Nanyang Optical inform me on 21 Dec 07 on my lenses whether or not it is ready for collection. It is now 26 Dec 07. 2 working days after the promised date and I have not received any phone calls or sms from Nanyang Optical.
I am very disappointed by the kind of service I have received from Nanyang Optical and find it very ridiculous that I have not been able to receive my contact lenses after 2 months.
However, I would like to compliment on the service standard of your part-time staff, Swee Ting, for the way she has handled the matter. I'm surprised that the standard of service from a part-time staff is actually better than that of your branch manager.
I am no longer interested in purchasing my contact lenses from Nanyang Optical.
I would like a written explanation from Nanyang Optical with regards to the services rendered to me during this period of time that has caused me tremendous inconvenience (5-6visits) and it is a total waste of my time just trying to get my lenses from Nanyang Optical. Thus, I would like Nanyang Optical to refund the $280 which I have fully paid ($200 on 29 Sep 2007 and $80 on 19 Nov 07 ).
I hope to hear from Nanyang Optical soonest possible and the company would look into ways to further improve on your services to your customers.
