Optical City Customer Service

Have you ever visited Optical City @Ikano?
My mom recently did her bifocal glasses there.
Cost a whooping RM700++

It was suppose to be ready in a weeks' time.
And when the date arrived, I gave them a call.

Waited about 10 minutes before the guy could get back to me.
Finally all he could say was "Sorry Miss... the spectacles not ready yet. When ready will call you ok?". So I thought, ok fine.. a day late.. never mind.

The next day, waited for their call.. no one called.
So I called them back.
This time, the guy said "Miss, I'll call you back"
In 10 minutes, he did.
And his reason was "Sorry miss... the spects arrived but there was some problem with the lenses so we had to get it redone. I will call you again once it is ready"
I asked.. "How long will it take?"
His answer "Err.. not sure la... depends on supplier. But don't worry.. we will call you once it is ready".
FINE!!

Waited and waited. No one called.
I called after 3 days... same answer "Sorry miss.. still not ready... will call you back"
But still no one called again after a week.

I got so fed up WAITING for them to call.
I called them up again.
Again "Sorry miss.. but still haven't arrived yet"
Told them "Pls hurry coz my Mom is leaving soon. You don't expect her to change her airline tix just to wait for her spect right?"
All he could say way "Ok ok miss.. will rush the supplier and tell them its urgent"

We waited and waited.
A day before Mom left... I got so pissed off.
No call.
No explanation.
Finally I went to the place.

Gave the girl my receipt and said " I want the collect the spectacles today!!"
She came back after 5 minutes and said "Sorry miss.. the lenses just arrived today"
I snapped !! I haven't snapped in a long time ago!

I told her "Why the HELL didn't anyone call me?????? I have been waiting and waiting and no one called. It's more than a week delayed and my Mom is flying off tomorrow !!"
I was ready to ask for a full refund then she said "Ok misss.... I will get it ready by 5pm"
And it was only 1++pm !!!
I was like "You want me to walk around and wait for you till 5pm??? You think I don't have a life? You think I live around here? I need to rush back and pick my son from school after this. I want it to be ready NOW or else I want a FULL REFUND"
She quickly jumped and ran to the inside room and rush back to me saying "Ok ok miss.. pls come back in a hour"
I looked at her and said "What time would that be?"
She ran back inside again to check the clock and ran back out and said "3pm pls come back"
I walked out of the shop.
I had an hour to spare.
If it wasn't ready I was sure to throw a huge fist !!!

Before 3pm, the lady called saying it was already ready for pick up.
Took Mom and within 10 minutes we were gone.

NEVER EVER WILL I GO BACK to that shop... EVER !!!!
Talk about Bad Customer Service.
What they could have done in less than an hour..they wanted customer to wait till 5pm after delaying for more than a week!!
Where is their sense of urgency?
Where is their sense of making customers happy?

You may think I may have been too harsh but what would you have done if you were in my shoes?
I used to work in the Customer Service line .. handling calls from all over the world in a BANKING industry which customers satisfaction is MUST !!! So you can see where I come from.

Oh hell... its been a while since my blood boiled.
And I have been told I am a very patient person.
SIGH!!!