James Elmore
Oakley Beginner
- 4
- 53
I'm going to give you the whole story. If you have any advice on how I should proceed from here, I'd appreciate it. I don't want to call them up demanding a bunch of stuff - I just want to see them make a sincere effort on their own to make it right. I was told many times during this debacle about how great Oakley customer service is, and so far, it is not great at all.
So back around the beginning of March, I went to my local store to order new prescription lenses for my second generation straight jacket frames, which I loved dearly. As they were older frames, I was told they had to be mailed to Oakley to make sure they fit. Not a problem - we did the same thing three years ago, and we had no issues.
A month passes by. After MANY phone calls, my eye care place finally gets an Oakley manager on the phone, who tells him that my frames are "lost." Oakley signed for the package, so we know the frames got there. The lenses they made are still sitting in the tray with the job, but the frames are gone and have been missing for weeks. No one bothered to call my eye care place or me. I'm really upset - I loved those frames. The look, the fit, everything. There was nothing wrong with the frames other than needing new socks.
Now, I personally don't believe my frames were lost. Given that I've seen those exact frames selling for a fair bit of money on eBay, I'm willing to bet someone took them for their own use or to sell and make a quick buck. But I'm going to not address that point any more - I'll give Oakley employees the benefit of the doubt.
So, Oakley agrees to comp me a new set of glasses. They agree to rush the job and overnight it. Four days later, *NOT* overnight, I finally get the frames I picked out, the newest straight jacket frames. I'm pretty unhappy for a few reasons.
First, I feel cheated because the old frames cost me more money than the new frames. Not a lot more, I think the price difference was about $75 or so. Maybe a bit more. So I feel like I've been cheated there. Sure, I could have picked out $400 frames, but I really didn't like anything they had to offer as far as look and fit. And although the newest straight jackets don't quite look like the second generation ones, they are they closest thing that Oakley offers to what I had.
Second, I feel like I settled. I like my new ones OK, but I don't love them the way I did my old ones.
Third, Oakley did nothing to try and apologize at all. Hell, I would have been very satisfied if they had even stuck a post-it note in the box that said "Sorry!" But I didn't get that at all. No apology, no offer to settle up monetarily for the difference in cost, no swag thrown in, nothing. Even the box they shipped my new glasses in was used, beat up, and held together by scotch tape. They couldn't even be bothered to send a new box? (They did ship them in the protective cloth covering and the hard oval shaped case though.)
Anyway, I wrote them a polite letter telling them how disappointed I am overall, and mailed it off about a week ago. Today, I get a short email, not a letter, but an email, that said in general: I agree that we could have made a better effort to communicate with you and your eye care place, I understand your frustration, and please call us at the generic 800 number if we can help.
The email was signed "Bob." No last name, no title, no phone number besides the generic 800 number. So how the hell do I talk to this "Bob" character? Jeez.
I am EXTREMELY pissed at this point. What kind of half assed customer service is this?
Like I said, I just want to see Oakley try to make this right on their own. That's all. I don't want to ask for the money difference, or anything like that. If they want to offer it, fine. I just want a sincere apology from someone.
When I'm ready for new glasses in a few years, I don't think Oakley will have my business. Which is a shame.
So back around the beginning of March, I went to my local store to order new prescription lenses for my second generation straight jacket frames, which I loved dearly. As they were older frames, I was told they had to be mailed to Oakley to make sure they fit. Not a problem - we did the same thing three years ago, and we had no issues.
A month passes by. After MANY phone calls, my eye care place finally gets an Oakley manager on the phone, who tells him that my frames are "lost." Oakley signed for the package, so we know the frames got there. The lenses they made are still sitting in the tray with the job, but the frames are gone and have been missing for weeks. No one bothered to call my eye care place or me. I'm really upset - I loved those frames. The look, the fit, everything. There was nothing wrong with the frames other than needing new socks.
Now, I personally don't believe my frames were lost. Given that I've seen those exact frames selling for a fair bit of money on eBay, I'm willing to bet someone took them for their own use or to sell and make a quick buck. But I'm going to not address that point any more - I'll give Oakley employees the benefit of the doubt.
So, Oakley agrees to comp me a new set of glasses. They agree to rush the job and overnight it. Four days later, *NOT* overnight, I finally get the frames I picked out, the newest straight jacket frames. I'm pretty unhappy for a few reasons.
First, I feel cheated because the old frames cost me more money than the new frames. Not a lot more, I think the price difference was about $75 or so. Maybe a bit more. So I feel like I've been cheated there. Sure, I could have picked out $400 frames, but I really didn't like anything they had to offer as far as look and fit. And although the newest straight jackets don't quite look like the second generation ones, they are they closest thing that Oakley offers to what I had.
Second, I feel like I settled. I like my new ones OK, but I don't love them the way I did my old ones.
Third, Oakley did nothing to try and apologize at all. Hell, I would have been very satisfied if they had even stuck a post-it note in the box that said "Sorry!" But I didn't get that at all. No apology, no offer to settle up monetarily for the difference in cost, no swag thrown in, nothing. Even the box they shipped my new glasses in was used, beat up, and held together by scotch tape. They couldn't even be bothered to send a new box? (They did ship them in the protective cloth covering and the hard oval shaped case though.)
Anyway, I wrote them a polite letter telling them how disappointed I am overall, and mailed it off about a week ago. Today, I get a short email, not a letter, but an email, that said in general: I agree that we could have made a better effort to communicate with you and your eye care place, I understand your frustration, and please call us at the generic 800 number if we can help.
The email was signed "Bob." No last name, no title, no phone number besides the generic 800 number. So how the hell do I talk to this "Bob" character? Jeez.
I am EXTREMELY pissed at this point. What kind of half assed customer service is this?
Like I said, I just want to see Oakley try to make this right on their own. That's all. I don't want to ask for the money difference, or anything like that. If they want to offer it, fine. I just want a sincere apology from someone.
When I'm ready for new glasses in a few years, I don't think Oakley will have my business. Which is a shame.
