Davis Visonworks

My name is *** *** and I am the Territory directory for Davis Visionworks on Long Island. I would first state that customer satisfaction is what we strive for everyday, and in our eyes the customer is always right. On Monday February ***, I became aware of *** *** compliant as she contacted our corporate office. I immediately called and spoke with her personally. I apologized for the dissatisfactory service and communicated that the store was extremely busy, and we had a number of people out sick, which caused delays in our ability to service our customers in the manner in which we do normallyI let her know that I would speak with the associates to understand more about what happened but my greatest concern was to satisfy her needs I offered to have her records transferred to any of my other locations that would be convenient for her and offered to discount the glasses further due to her inconvenience. She told me she preferred to stay at the *** *** location, and I let her know that *** *** my *** *** would immediately call her back, as my *** *** *** was out due to a family emergency. Immediately following my conversation with her which was very pleasant, *** called her to invite her in so he could personally take care of her, with no waiting time. *** left a message as she did not answer. I checked back with him for the next days to ensure resolution to find that he had called her a number of times and she had not returned the call. I then on 2/** called her back again and left another personal message. To date none of us have heard back from her. We are eager to satisfy her needs yet have not been given an opportunity to. *** *** has not paid for any services to this point. We remain committed to her satisfaction once we hear from her. Let me know if I can assist any further
I would appreciate it if you could confirm receipt of the response as the letter indicates to respond electronically so I want to be sure that I have responded in the correct manner as this is my first experience with the Revdex.com. Thank You for your help
*** ***
*** ***
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At this time, I have been contacted directly by Davis Visonworks regarding complaint ID ***, however my
complaint has NOT been resolved because:
[Your Answer Here]
inappropriate resolution
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Review: My daughter had a 6:00 appointment and was seen an hour later, although she arrived 1 hour prior to her appointment time. She was fitted for her contact lenses and her eye exam was done. She waited another hour to be seen for glasses. Once she was called, the [redacted]" came over and took her file away from the guy that called us and told him he needed to help another family instead of us and if we did not like it we can come another day. It was 8:30 p.m. I was very upset and told him that I wanted to see a [redacted] and then "[redacted]" said he was the [redacted] and said if I didn't like it then tough! I then said, "This is the type of customer service you deliver" and he said Yes this is customer service. The guy that originally was helping us said that he couldn't help us and that he had to help the other family. The [redacted] just told me to check out. A nice young man named [redacted] checked us out. Other people waiting for two hours also started complaining. I left but my daughters glasses were not ordered or fitted. The level of customer service here is horrible. Someone should fire these people. Meanwhile the whole time we were waiting [redacted] was taking his sweet time walking around not helping customers.Desired Settlement: I would like my daughter fitted for glasses and I also think we deserved some type of discount for all of the inconveniences we were put through!"[redacted]" should be relocated or FIRED!!!!! HAS NO CUSTOMER SERVICE!!!!

Consumer

Response:

At this time, I have been contacted directly by Davis Visonworks regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

inappropriate resolution.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

My name is [redacted] and I am the Territory directory for Davis Visionworks on Long Island. I would first state that customer satisfaction is what we strive for everyday, and in our eyes the customer is always right. On Monday February [redacted], I became aware of [redacted] compliant as she contacted our corporate office. I immediately called and spoke with her personally. I apologized for the dissatisfactory service and communicated that the store was extremely busy, and we had a number of people out sick, which caused delays in our ability to service our customers in the manner in which we do normally. I let her know that I would speak with the associates to understand more about what happened but my greatest concern was to satisfy her needs. I offered to have her records transferred to any of my other 16 locations that would be convenient for her and offered to discount the glasses further due to her inconvenience. She told me she preferred to stay at the [redacted] location, and I let her know that [redacted] my [redacted] would immediately call her back, as my [redacted] was out due to a family emergency. Immediately following my conversation with her which was very pleasant, [redacted] called her to invite her in so he could personally take care of her, with no waiting time. [redacted] left a message as she did not answer. I checked back with him for the next 3 days to ensure resolution to find that he had called her a number of times and she had not returned the call. I then on 2/** called her back again and left another personal message. To date none of us have heard back from her. We are eager to satisfy her needs yet have not been given an opportunity to. [redacted] has not paid for any services to this point. We remain committed to her satisfaction once we hear from her. Let me know if I can assist any further.

I would appreciate it if you could confirm receipt of the response as the letter indicates to respond electronically so I want to be sure that I have responded in the correct manner as this is my first experience with the Revdex.com. Thank You for your help.