Reply from The Sunglass Fix
Hi Adrian, I'm sorry to hear you had problems contacting us about your order issue. We try to be as contactable as possible around the world and are normally very responsive to people that reach out to us. In your situation, being in the USA, we normally find email is the best option. We state in the most of the communications that you can just reply to the emails sent for your receipt, shipping confirmation and so on if you have questions or problems. We also sent out a follow up email, normally around the 6 week mark after ordering, to ensure you got the lenses installed and if there was anything we could do to help. That too asks you to reply to it. Further to that we have a contact page on our website where you can send help or inquiry requests. We also post a US based phone number on that page and ask that you call us in your afternoon Sunday through Thursday to speak with a care representative Normally emails are responded too within 1 business day (M-F) Australian time. Phone calls are usually answered anytime you call during business hours. We also have voice mail for out of hour calls. However, with today's technically advanced world we know things can go wrong. I have searched our email database and can see you didn't reach out to us that way. Regardless, we do try to our best to have many avenues for new and existing customers to reach out to us. With 150,000 variations of lenses customers do order the incorrect lenses, colours, and yes, we do make mistakes on occassion. However, we do pride ourselves on the ability to quickly resolve problems and get customers sunglasses up and running like new. I will have someone on our care team reach out to you directly this time to try and figure out what your order issue was. I would also suggest you visit https://www.thesunglassfix.com/contact just in case your email system has put all of our communications into spam. You may also want to look there just in case you have not received any communication's mentioned above. Another common error is customers putting the wrong email in the order. Your heading to the contact page I gave you will ensure you can retype that in and provide us with a correct email just in case this happened. Hope this helps and look forward to resolving your problem for you. Craig Anderson - CEO and Founder of Sunglass Fix