return policy for colored contacts?
i recently ordered a pair of colored contacts online at cococontacts.com, but when i got them through the mail they had the wrong prescription. I have an account on the contacts website and according to my order history and receipt i ordered my contacts with a 0 non prescription, but when i got them through the mail, the box(with the contacts inside) had a label that said the prescription was -3.75, which was incorrect. so i emailed the company and explained the problem. i have not opened the box and the contacts are not used. i got an email two days after that from the company. it said:
We have forwarded your ticket to our Senior System Admin and he will make a follow up shortly.
Thank you for your patience and understanding.
what does a "follow up" mean? i want to mail the contacts back to the company, so i can get the correct ones that i ordered. according to their return policy, if there is something wrong with the contacts or if they were ordered in the wrong prescription, the customer is allowed to return them and the company will mail the customer the correct contacts. but the customer has to email the company first and explain the problem so they can get permission to return the contacts for an exchange or refund. i want to do this, but first i want to know what a "follow up" means. does this mean i can mail them back now?
Comments
Hello,
I would suggest you call them. Do they have a customer service number where you can reach them? I think that is bad customer service. How could they send out the wrong prescription contacts?
I would continue emailing them and letting them know that it is unprofessional and wrong. That they should send your correct contacts to you asap.
Keep bugging them and ask to speak with a head manager or supervisor.
Hope you get it worked out!