Roadrunner Eyecare

this issue is resolved. They picked up their glasses on 04/07/2017, they were perfect and the customer was very happy with them. The average manufacturing time for glasses is usually 7-10 business days, that is the time estimate we give to all of our customers unless there is something... exceptional about the situation from the beginning. In this situation in manufacturing the lenses had failed inspection, so new lenses were made causing a delay. I had directly to them to update them on the delay. the lab is unable to give us exact dates, there are far too many variables, so I gave updates based on the stage of production they were in. on 4-6-17 the customer came in, and asked for a refund. I let them know that due to the nature of our products (a custom prescription, medical device) we are not able to give refunds. I also let them know that I had spoken with the lab, and their glasses had shipped, and had been picked up by UPS and were coming next day. They would be in on 04/07/2017. They asked if I guarantee they would be on 04/07, obviously I am unable to guarantee that UPS stays on schedule, but I had no reason to expect otherwise. I advised them of the reason for the delay, that it was unusual, and apologized that it had taken so long. they asked why I couldnt guarantee the 7-10 day time estimate, I advised them that because it is custom manufacturing, we will never sacrifice quality for speed, and that I cant guarantee anything once it leaves my hands. I promised them that the glasses would be perfect once they came in, the following day, and that I would call them as soon as they did. The glasses were received on 04/07/17, I called the customer right away to let him know they were in, and let them know what our hours were. The customer came in very quickly after the call to pick up their glasses. they were perfect to the prescription and fit, the customer was very happy with them and left without any issue or complaint.

this issue is resolved. They picked up their glasses on 04/07/2017, they were perfect and the customer was very happy with them.  The average manufacturing time for glasses is usually 7-10 business days, that is the time estimate we give to all of our customers unless there is something...

exceptional about the situation from the beginning. In this situation in manufacturing the lenses had failed inspection, so new lenses were made causing a delay. I had directly to them to update them on the delay. the lab is unable to give us exact dates, there are far too many variables, so I gave updates based on the stage of production they were in.  on 4-6-17 the customer came in, and asked for a refund. I let them know that due to the nature of our products (a custom prescription, medical device) we are not able to give refunds. I also let them know that I had spoken with the lab, and their glasses had shipped, and had been picked up by UPS and were coming next day. They would be in on 04/07/2017. They asked if I guarantee they would be on 04/07, obviously I am unable to guarantee that UPS stays on schedule, but I had no reason to expect otherwise. I advised them of the reason for the delay, that it was unusual, and apologized that it had taken so long. they asked why I couldnt guarantee the 7-10 day time estimate, I advised them that because it is custom manufacturing, we will never sacrifice quality for speed, and that I cant guarantee anything once it leaves my hands. I promised them that the glasses would be perfect once they came in, the following day, and that I would call them as soon as they did.  The glasses were received on 04/07/17, I called the customer right away to let him know they were in, and let them know what our hours were. The customer came in very quickly after the call to pick up their glasses. they were perfect to the prescription and fit, the customer was very happy with them and left without any issue or complaint.