Hi mr Lin,
We are sorry to hear about your unpleasant experiences. However please be assured that we are totally focused and serious about good services as these are the baseline which had brought good reputation and words of mouth to our consumer. Our company had earned great reviews over the years for helping patients with refraction and also detecting patients with eye diseases, helping them from preventable blindness.
Upon investigation on the incident, we reviewed our CCTV and realised that the mentioned staff was already engaged with 2 groups of customers before you came in. We are truely shorthanded at the period and hope for your understanding. The mentioned staff was being advised and retrained for further episode. We sincerly aopolgise for the the communication breakdown as he was too engaged with the groups since they arrived first. Do email us at firstname.lastname@example.org for further feedback and we glad to provide our uplmost assistance.
On Sunday (17th May 2015), I went to Optometrist@work to do my spectacle adjustment. As usual, Queensway is crowded and car park is always full in the weekend. I stayed in Bishan and travelled to Queensway to visit the shop for the adjustment service which they have promised to offer free adjustment service. My wife and I brought both our spectacles at this shop on 23/01/2015. This was my first time going back there for an adjustment as most of the time, I would have this done at optical shop nearby my home.
On this particular day, there were quite a number of customers at the shop but waited for 10 minutes to be attended by someone. I told him my problem with the spectacle need a quick adjustment but to my surprise, the reply was "you need to wait for 15 minutes as we are short handed!". I replied him that the problem is simple to fix but he just went to the next available customer. Obviously, I do not paid for the service because it is "free". Every new customer give them sales opportunity and I am quite saddened over the issue and I told him that I will never return to your shop anymore.
I went to another nearby spectacle shop, iFocus Eyewear, they did that for me and it is free and it took her less than 3 mins to fix my problem. I then went back to Optometrist@work to tell them that I got the adjustment done within 3 mins. At the shop, they requested for my personnel details but I told them that it is of no use to them as I have decided not to come back again!
I think Optometrist@work must realise that maintaining an existing customer is easier than looking for new one. Once a bad experience have been created, no new customer will come. I strongly asked potential customers to rate their services and their service level is really questionable! If you spend so much on the spectacle and the service level is not there, how can you purchase another spectacle from them? You can't service your existing customer then how can you have referrals and new customers?
By First and Last time customer.
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