One of the few, maybe the only corporate entity I have dealt with lately, who has been exceptional in customer service is the Hudson’s Bay Company’s optical department. So, today, I’ll tell this story and leave the start of dissing the companies and organizations who are and have been maligning the phrase “customer service” to future blog posts.
Like my mother and father before me, I have been wearing glasses all my adult life. When I reached my 21st birthday (back in the grey ages), I was suffering from a constant headache. My mother was in the hospital for tests for her severe arthritis, so I was worried about that, so much so that I barely ate anything and lost a lot of weight. The other three ladies sharing a room with Mom suggested I go across the street to the optical company and get my eyes tested. So, scared, I did. I made sure I told them I didn’t want drops in my eyes because back then the drops left you temporarily sight challenged. I had first experience with this when my then fiance had his eyes tested and I had to literally lead him back to work because he had trouble seeing – except for pink elephants.
That optical company was not Hudson’s Bay. Over the years I have switched optometrists and opticians, depending on service and depending on where I lived. Last December, when my annual eye tests at my optometrist’s showed I needed new glasses, right away, I decided to go to the Hudson’s Bay Optical at their Bloor/Yonge Streets store in Toronto. I had gone to Sears the past four years and although their optical service was good, Sears management in its infinite wisdom decided to close their big downtown Toronto store. No way was I going to (and fro) the optical department in the Sears store in a mall in North Toronto – too far and too many transit changes for return visits.
So, I switched to Hudson’s Bay optical and I’m glad I did. Here is my story as I sent it to their customer service department.
This is praise for all the opticians at The Bay optical on the lower level at the Bloor/Yonge Store. I don’t have their names but they have been very courteous and helpful from when I brought in my eye prescription last December to last month and Wednesday when I had a problem with the frames on my prescription sunglasses.
Very helpful in helping me choose my glasses in December, even making sure the receipt was dated then (well, I did pay by credit card then) instead of early January when the glasses were ready (the date for tax purposes).
Early September when the arm of my sunglasses fell off – first when I called and said I couldn’t find my receipt and the optician said not to worry, we have you in the system so just come in. I did find the receipt anyway so brought it in.
Great service – even though the glasses frames were no longer being made I was told if none were still in stock I would still only pay the $20 (percentage not covered by the warranty for the price of replacement frames) because that wasn’t my fault that they didn’t carry the line anymore). They even glued the arm back on for the time being as I was going on holidays in a few days.
This past Wednesday (Oct. 7) I decided to get the frames replaced or whatever was necessary to be done. Again I couldn’t find the receipt, phoned again and was again reassured I was in the system so come right in. This time I did not find the receipt. The optician said that there was still brown frames (I had black originally) for my sun glasses. I tried that on and decided to take it. Only had to wait about 10 minutes for the lenses to be put in the new frame. And the optician, at my request, even wrote out a replacement receipt for the original order.
Now that’s customer service. I would like this put into each of the opticians’ personnel file.
A satisfied customer.
Now onto dealing with the idiots from other companies who have screwed things up for me. Next week, I plan to write about one of them.
Sharon A. Crawford
Only Child Writes