I called Zenni Optical yesterday, I had read some unfavorable reviews regarding Zenni Optical’s customer service, so I braced myself for the worst. I set a timer so I could keep track of the time it took for the phone call. At very least, I expected to be talking to someone in a third world country, but that didn’t happen. I spoke with a young woman who sounded American through and through. I was number nine in the queue when I first got through. Elevator music played lightly and every few seconds a recorded voice counted down which number caller I was while I waited my turn. It took less than three minutes waiting on hold, which I thought was pretty good considering I was ninth in line.
The young lady took my invoice number and looked up my information and then asked why I was calling. I explained that I’d received the wrong glasses, and she admitted she hadn’t been with the company long but wasn’t sure what to do about a situation like this so she would need to ask a supervisor. She put me on hold for just a few seconds and came back and said that I should ship the glasses back to them, with a note inside explaining the situation. She said Zenni would pay for my shipping costs and she was going to contact the other customer. She assumed that the mixup was limited to me and the customer whose glasses I’d received. That would be nice if it was going to be that simple. But I fear the person on line that day was possibly dyslexic and might have mixed up a lot of orders. Let’s hope not, that’s just me gearing myself up for the worst.
Several hours after I talked with Zenni, I received an email with this little note:
I’m not exactly sure what to think about it. Notice the misspelling of the word “apologize” and the lack of comma after “Thank you”. But also notice the design on the note, the line going down and around the note. Someone put some effort into trying to make this look nice. I can’t decide if I think Zenni has this little plunk it in note made up because this happens often, or if the gal I talked to put it together, or what.
Anyway… another saga in my life…
I’ll mail the glasses back today, and I’ll keep you posted on what happens next.
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