Apr 09, 2016 05:25 PM
4073 Views
I had ordered a set of contact lenses for my daughter at the Titan Eye Vashi store on March 6, 2015. She was to fly to the US on April 2 to go to college and was to carry them with her. Added to this was the fact that we were shifting out of Navi Mumbai by March 24. We had gone to the store to order the lenses in between her Std 12 Board exams so as to leave nothing to chance. The lenses were promised to be delivered in 4 to 5 days and I was told that I would be informed via sms when they were ready .
After waiting for a week, the saga began. I ended up calling the store at least 15 times trying to get feedback about the status of my order. Each time a new person picked up, the entire history would be repeated, I would be told that they have to look into the matter and that they would get back in half an hour The call never came and the entire process was repeated in a day or 2. I began getting desperate as the date for my moving approached. I explained our situation to them and how critical it was that we received the product on time. A couple of times they called back to say that the lenses were not yet ready but were very vague about the reasons behind the delay and had no idea when they would be ready. As I tried to probe into reasons for the delay, I was told that they have sent an emails to the Bangalore office and not yet received a reply. I even asked them whether they could have the lenses sent to the Pune store since I would be there for a few days before leaving for the US, which they agreed to do. But, the contact lenses never arrived even by March 27 for reasons best known to the staff there.
I thought that getting in touch with the store owner would yield results, but that too was of no avail. I even asked why they could not call the Bangalore office and find out the reasons for the delay, but was told that they communicate only through email. Finally, on March 27, after a bitter argument I decided to cancel my order because there was no chance that the contact lenses could be received on time. When I asked about how and when the refund would come through, I was told that refund could be initiated only after approval by the finance department and that it would take 21 days to get the refund.
Not only was their service so poor that they could not deliver the product on time, I was now being asked to wait for 21 days to get a refund, that too if it got approved!
The only information that I could gather about the delay in delivery was that it was a problem with Titan and not Bausch and Lomb. So, I went ahead and ordered contact lenses from Gangar Eye nation, Pune on March 27 and received the lenses before flying out on April 2nd. I am still waiting for the refund to be credited to my account.
Can Titan Eye, Vashi do anything right?
