I usually do not blog about a customer service experience, but this one is too unusual to pass up.

For the past five years or so, we have used the Brillenhaus in our neighborhood and were quite satisfied with the service. But with this new and young team, obviously lacking in soft skills, customer service has changed.

My experience there went as following:

* 07  Juni – ordered our son’s contact lenses at the shop, which were supposed to be in two days later.

* 10. Juni – another trip to the shop to pick up the promised merchandise. The lenses were not in, but the sales associate promised to call once the shipment had arrived.

* 15. June – sent an e-mail to inquire about my order.

* 15 June – got a phone-call to inform me the lenses had arrived.

* 16 June – another trip to the Brillenhaus to pick them up.

* 20 June –  our son noticed that I had been handed one wrong packet in terms of  prescription.

* 21 June – sent in my claim by e-mail, and inquired whether the right prescription lenses were available. Also pointed out the urgency of this matter, as our son needed them before his upcoming trip.

* 22 June – sent a friendly reminder in regards to my previous mail.

* 23 June – another trip to the shop, where I inquired if they had gotten my mail. Yes, was the answer. Once again I had to ask if they had the right lenses available and after a quick fumble under the counter, the right packet was produced and handed over.

Nothing else was said. No apology either.

I have been told Fielmann in Oberursel has a good and reliable staff – with excellent customer service.