Laura B.

I ordered glasses on the 29th, given a delivery expectation of the 14th. On the 13th, I checked the status online and it said it was processing, but had been at that status for a week with no updates. I contacted customer service through the chat. They repeated to me that the glasses were processing. I asked them to look into it because I was supposed to be receiving them soon. They said to expect it to be 3-5 business days from the point that the status changed to "Shipped". This was concerning so I asked them to escalate the inquiry to see if this status was actually correct. They said they would contact me by the next day. The next day, I contacted them via chat again after I hadn't heard back. This time they gave me a tracking number and said they were set to be "Shipped" that day. I googled the tracking number and found that they had already shipped and were actually due to arrive that day. So, the status had not been updated in a week to reflect that they had shipped. Somebody dropped the ball but nobody wants to just say that. The Agent (Rygene) said on his/her end it shows that they haven't shipped yet. That means the company is not providing adequate resources and support to their customer service department. That's a bigger problem. I asked the Agent to let their support team know so they can figure out why it's not sending out updates. The Agent responded to wait one business day for my status to update. I repeated that I'd like them to let their leadership team know that the system is not sending status update emails. I get the feeling they're not going to do that, so I let them know I'd check back in a day to make sure that they were notified. This should be standard practice to let the leadership team know when you've found a system problem so that they can look into it. It shouldn't die when the chat box is closed.

I (a parent) received an email from College Board instructing me to create an account to view my son's (a minor child) PSAT results. However, the system will not allow me to create an account because he has already created an account using his email that also lists my email as the parent. I contacted customer service three times to try to get an account created for myself. The agents were difficult to understand, did not understand my issue, though I repeated it multiple times, and kept transferring me back and forth instead of resolving the problem. The agents would not let me reset the password and only offered to send an email to my son to reset the password. They further said I would have to create a new email address to get access to the account he created because for some reason they cannot use my email. Thirty minutes later I am frustrated and confused as to why I received an email instructing me to create an account but then was told I could not create an account. This is a mess. Why does a minor child have sole access to this account? That does not seem like it would be legal.