I needed new nose pads for a model of Chloe frames, Matt in Melville directed me to Janice from Customer Service to return my phone call. She was SO kind and is sending me 6 pairs of replacement nose pads and screws. They go above and beyond!!! Thank you!!
Jul 2017
Woohoo! As good as it gets! ....says it all......I had an issue, easy to get through, talked to someone who understood my situation without a whole bunch of canned script.....resolved it beyond my expectation and did so expeditiously! They won this customer for life!
Oct 2016
I had to recently deal with Marchon Eyewear customer service after submitting a warranty claim for some Michael Kors that was peeling paint. Initially when speaking with the rep, whom I worked with the entire time, I was told that Marchon no longer makes Michael Kors glasses, but I could pick from what they had left in stock from the old line or go to a store and pick from the new line. The rep was very friendly and helpful. She emailed me options that they had in stock, all while on the phone with her. She was very patient. I wasn't quite sold but she sent a few options that I enjoyed after receiving multiple emails of pictures. So I asked her if I could go to the store instead to make sure they didn't have any that i'd prefer. She told me that I could do that and to just return with the model number if I found some so she could coordinate that order. I found some in the store that I liked but decided to hold on those and receive a pair she sent me. When I went to her I was told that she could ship them once I returned the damaged pair. I don't know why she wouldn't have given me this information previously. We went back and forth for 2 weeks and by the time I made a decision she could've already had the damaged ones back. But anyway once she received them, she shipped the new pair using 2 day shipping. When I received the glasses I hated them. They felt super cheap so I returned them immediately. When I spoke to my rep again, I then asked for a pair i'd seen in the MK store, she then told me that I could not pick from the new line and that she never said that. I explained exactly what she told me and she said that there may have been an "misunderstanding". I said well why would I tell you I was going to check the store and you let me unless I was told this? She of course glossed over that and asked if there were another pair I liked that she sent me. I told her that there wasn't at all. I also said that if I purchased MK glasses which were Warrantied that I should be able to pick from any MK glasses and asked to speak with a manager. She instead offered that I pick any pair of glasses from a Marchon brand that I wanted, even the high end lines. I really love Chloe sunglasses, they are my all-time fav, so I picked a pair from that line, they were shipped next day air and I LOVE them!!! While I didn't appreciate the back and forth about the store, i'd still say I had a wonderful customer service experience.
I needed new nose pads for a model of Chloe frames, Matt in Melville directed me to Janice from Customer Service to return my phone call. She was SO kind and is sending me 6 pairs of replacement nose pads and screws. They go above and beyond!!! Thank you!!
Woohoo! As good as it gets! ....says it all......I had an issue, easy to get through, talked to someone who understood my situation without a whole bunch of canned script.....resolved it beyond my expectation and did so expeditiously! They won this customer for life!
I had to recently deal with Marchon Eyewear customer service after submitting a warranty claim for some Michael Kors that was peeling paint. Initially when speaking with the rep, whom I worked with the entire time, I was told that Marchon no longer makes Michael Kors glasses, but I could pick from what they had left in stock from the old line or go to a store and pick from the new line. The rep was very friendly and helpful. She emailed me options that they had in stock, all while on the phone with her. She was very patient. I wasn't quite sold but she sent a few options that I enjoyed after receiving multiple emails of pictures. So I asked her if I could go to the store instead to make sure they didn't have any that i'd prefer. She told me that I could do that and to just return with the model number if I found some so she could coordinate that order. I found some in the store that I liked but decided to hold on those and receive a pair she sent me. When I went to her I was told that she could ship them once I returned the damaged pair. I don't know why she wouldn't have given me this information previously. We went back and forth for 2 weeks and by the time I made a decision she could've already had the damaged ones back. But anyway once she received them, she shipped the new pair using 2 day shipping. When I received the glasses I hated them. They felt super cheap so I returned them immediately. When I spoke to my rep again, I then asked for a pair i'd seen in the MK store, she then told me that I could not pick from the new line and that she never said that. I explained exactly what she told me and she said that there may have been an "misunderstanding". I said well why would I tell you I was going to check the store and you let me unless I was told this? She of course glossed over that and asked if there were another pair I liked that she sent me. I told her that there wasn't at all. I also said that if I purchased MK glasses which were Warrantied that I should be able to pick from any MK glasses and asked to speak with a manager. She instead offered that I pick any pair of glasses from a Marchon brand that I wanted, even the high end lines. I really love Chloe sunglasses, they are my all-time fav, so I picked a pair from that line, they were shipped next day air and I LOVE them!!! While I didn't appreciate the back and forth about the store, i'd still say I had a wonderful customer service experience.