Capri Optics

I requested that *** *** contact *** *** of Capri Optics this morning, since *** seemed unwilling to reasonably discuss the issues I have been experiencing with Capri Optics the last time we had issues with their customer service*** *** was able to get *** to open our account only to
replace defective frames, (which was what the agreement was supposed to be previously)*** *** confirmed that they are shipping our patient the frameI am still baffled that I had to call and ask for this information at all, but I am ultimately just grateful that we will be getting what our patient needsPlease understand that had these problems been handled correctly from the outset, that I would never have taken the time our of my own busy schedule to file these complaints against your companyThe way that your customer service agents spoke to me was unprofessional and frustrating, which does not help an already difficult situationIn regards to Capri Optics service, I hope that they will work on training their employees more thoroughly, and work on delivering consistent answers to people when they have questions in a calm, professional mannerIn the future, please understand that my job is only ever to get our patients what they need as quickly as possibleIn the future we hope that any of our patients that experience issues with Capri Optic's products will have them replaced quickly, and in a professional business-to-business mannerFuture orders for replacement frames will be placed using the Capri Optics website, so there will be minimal contact between myself and their customer service department, except to make sure credits are issues as necessary for defective itemsMy personal thanks and gratitude for the Revdex.com team and their assistance to small business like ours, that help when issues like this arise and there seems little alternative for resolving these problemsPlease know how much I appreciate your help Revdex.com! :)

Revdex.com:
At this time, I have not been contacted by Capri Optics regarding complaint ID [redacted].
Sincerely,
[redacted]

Review: Attention Capri Optics Management-I called on 9/**/2014 to order a replacement frame for one that is defective. The person I spoke to on the phone at Capris customer service that day specifically told me they were sending me a replacement, and to use the new invoice to return the defective frame for credit. (This is not the first time that this process was handled exactly in this way- why else would I call thinking things were going to be done that way?) Today I called Capri again, with another defective frame, expecting things to be handled in the same way. However, this morning I was told that I must send back the defective frames first, and then Capri will send me a replacement frame. This doesnt make sense at all. Why would I just send back my inventory without something else to replace it with, and without having any way of proving my merchandise was returned, bar a [redacted] tracking number or something of the like? Furthermore, why would this companys policy change in less than 7 business days? Lastly, why was I given such a hard time over frames that have a wholesale cost of $20.00? Is it worth losing an entire account because your employees seem inconsistently trained, as well as rude, and incompetent?I think what surprised me most was that I called [redacted], our sales rep for our account with Capri, and he was just as rude and impatient with my questions as the woman I spoked to at Capris customer service number. He cut me off when I was talking, and argued with me when I tried to tell him that I was confused, and asked if the policies had changed at his company. This experience has left me befuddled, since the company itself has now told me two different things, and refuses to take responsibility for their poorly trained employees, and their inconsistent policies. I dont understand how it makes sense to do defective replacements this way, when every other frame account I do business with, and even Capri itself have done every other frame exchange the same way up until this morning. Again, how does it make sense to send something back without any proof, and just expect the company to honor their word and send me replacements? Especially based on my experience with them today!I wanted to share my experience with this company in the event that anyone else in the Optical industry experiences these issues. I encourage all Optical offices everywhere to avoid Capri Optics and instead seek out their competitor[redacted] (through [redacted]) since their service is definitely better, and they stand by their products. At the very least, I have never been given any issues with frame exchanges, and I know that I can count on [redacted] to handle these kinds of situations professionally and to do what is in the best interest of not only our office, but mostly our patients. Above all, Capri Optics is a prime example of how NOT to handle a situation like this, and I hope that they will treat their customers better in the future.Desired Settlement: Simply do as your company has been doing for the past year we have been doing business together. (I have invoices to prove that it has been done this way, will provide the documentation if requested by Capri Optics management.) Send us replacement frames, and then we will return the defective ones for credit. If for any reason Capri does not believe the frames we return are defective, that's fine, call us like our other vendors do! This was never an issue until today!!

Consumer

Response:

At this time, I have not been contacted by Capri Optics regarding complaint ID [redacted].

Sincerely,

Review: I have ongoing, unresolved customer service issues with Capri Optics. We decided to close our account with them, except to order defective frames for our patients as needed for the remainder of our Capri/Flexure inventory. I placed an online order for a patient with a defective frame on 10/**/14. I had not received the frame as of today, 11/**/14, and called Capri to ask what was going on with the order. The rude woman I spoke to told me I had to speak to [redacted], and refused to place the order for our patient's replacement frame. I told the woman I did not want to speak with [redacted] again, he was the main reason we elected to close our account with Capri Optics. I am truly shocked at this company's complete lack of professionalism, and their juvenile behavior after filing my previous complaint against them. The complaints are well-deserved, as every single person I have spoken with at Capri Optics is either incompetent or extremely rude to me when confronted with the reality of their poor service. Today it was very clear to me that my patient's order was not placed because someone told them not to place it, (likely [redacted] himself). I told the woman I spoke to on the phone that I would be filing a second Revdex.com complaint based on my even worse experience with them today. I will never order another product from your company again, except to replace those frames that remain in our inventory if they are defective- which should be honored without ANY problems! Your service is awful, your handling of this issues has been the most unprofessional I have seen in my 13 years working in the Optical Field, and you truly need to revise the way you do business. Please send my patients frame immediately, and stop acting so unprofessional. Our patient should not suffer because you are upset that we complained about your poor service.Desired Settlement: Send the frame to us immediately, free of charge for our patient and for us, with tracking information so I can track it's progress until it reaches our office.

Consumer

Response:

I requested that [redacted] contact [redacted] of Capri Optics this morning, since [redacted] seemed unwilling to reasonably discuss the issues I have been experiencing with Capri Optics the last time we had issues with their customer service. [redacted] was able to get [redacted] to open our account only to replace defective frames, (which was what the agreement was supposed to be previously). [redacted] confirmed that they are shipping our patient the frame. I am still baffled that I had to call and ask for this information at all, but I am ultimately just grateful that we will be getting what our patient needs. Please understand that had these problems been handled correctly from the outset, that I would never have taken the time our of my own busy schedule to file these complaints against your company. The way that your customer service agents spoke to me was unprofessional and frustrating, which does not help an already difficult situation. In regards to Capri Optics service, I hope that they will work on training their employees more thoroughly, and work on delivering consistent answers to people when they have questions in a calm, professional manner. In the future, please understand that my job is only ever to get our patients what they need as quickly as possible. In the future we hope that any of our patients that experience issues with Capri Optic's products will have them replaced quickly, and in a professional business-to-business manner. Future orders for replacement frames will be placed using the Capri Optics website, so there will be minimal contact between myself and their customer service department, except to make sure credits are issues as necessary for defective items. My personal thanks and gratitude for the Revdex.com team and their assistance to small business like ours, that help when issues like this arise and there seems little alternative for resolving these problems. Please know how much I appreciate your help Revdex.com! :)