EZContacts

I ordered some frames and lenses on a Friday. That evening (1 hour later), I realized I had ordered the wrong color frames. I immediately emailed to advise of the mistake. At that point, I found that they arent open on weekends or after hours. I waited until Monday to call when they were open for business. Why? Because no one responded to my email for help. Once on the phone, I advised on my situation to the gentleman that took my call. He informed me that my order was being processed and they were in the lab already. Ill remind you that I couldnt do anything with my order because they dont offer any support on weekends or Fridays after hours. I asked whether I could exchange the frames on the order for the exact same frames but in a different color. I asked them to stop making them and do the swap so I got the correct color frames. He told me that wasnt likely going to work. I asked him to call the lab. He said ok and without even being gone for more than 1 second, he said not possible. I asked if he could do anything. He said he would send the lab an email asking to make the exchange now. He then told me that he would contact me back after the lab responded. Well Im guessing the lab never responded because I NEVER got that call back from Customer Service. Ever. Instead a week later I got an email that my order shipped. ONE WEEK to process the actual build even though my frames were being built in the lab a week earlier. No one could intervene from service on my behalf in a weeks time?

Next, I received the frames in the mail. I tried to contact them via email asking how to return the frames. Ive sent 2 emails. Guess what? No reply. Not even an acknowledgment that the email was received. At this point, Im assuming this lack of an email acknowledgment that I contacted them is so they can deny that I tried to get in touch and not respond and thus not accept my return for a refund.

First rule of customer service is take care of the customer. Not ignore them. Not give them the run around. You are supposed to be the customers advocate. Im VERY disappointed in the service and will likely never use this site again. Im now stuck with a set of frames I never wanted.

Moral of the story, do not make an order on a late Friday or weekend. Otherwise your order will be processed and you wont be able to return them if you made an ordering mistake.