Archibald London Reviews 108

Antwoord van Archibald London

27 jun 2014

Hi Mark,

We hope you are well. We investigated your account as our customer service is of the utmost importance to us. I can see that your order was delivered within the 10-12 business day delivery time that we normally quote.
All customisations also takes place in Japan, as we do not sacrifice the quality for anything and hence the reason that the level of quality we offer is unparalleled.

With regards to your Home Try On Kit, these are normally dispatched the next working day or same day if order is made before 3pm. What had happened at the time of your order was an article in the Sunday Times depleted all Home Try On Stock and in response to this we had called in a further stock from Japan to use as Home Try On. This was done so we could still service orders, and all customers who had to wait a little time for their Home Try On Kit were informed about what was happening.

Ultimately, we try at every stage to be as transparent as possible with what is happening within Archibald Optics - and this means keeping customers in the loop at all stages during their order.

We apologise that you had a negative experience and do understand that one would like their product quickly - however the main delivery was in fact within time and if ever the situation arises where we are late, we would take the necessary compensation steps.

Thanks and Regards,

Dutch (Archibald Optics London)

Antwoord van Archibald London

5 jan 2014

Dear Customer,

Thank you for your kind review and your business. Regarding the cons you mentioned we would like to inform you that our deliveries are customized from Japan and this contributes to the 8-10 day delivery time. It is a time sacrifice we decided to make to ensure our products receive the most attention and are made with highest quality material. To improve our transparency, we are developing an online system whereby customers will be able to track their order through each stage of the process, from order, to production, to delivery.

Regarding the Home Try On Kit, we technically provide a generous 28 days to our customers to try on pairs before ever charging for a non-returned kit. We also remind our customers via email twice, that the kit must be returned to avoid incurring charges. The five day deadline stated on our website is used to encourage turnaround, but in fact, we have had patrons keep the kit for up to a month with no hassle or charges. The initial deposit is in the form of a PRE-AUTHORISATION (much like hotels do for mini bars) and is never actually removed from ones account during this period.


Since we believe so much in the importance of your eyewear decisions, and our customers, we are always happy to accommodate customers for unique requests, and extended try on periods. A charge is NEVER taken until a personal investigation is carried out with one of our staff and the patron informed prior to us doing so. Thank you for your comment. We will make sure our rules are clearer stated on the website.

We also encourage our customers to contact us with any questions, concerns, or recommendations. We are a young fashion start up with open ears and appreciate your support! Thank you for your business. We look forward to serving you.

Best,

Archibald Optics