Troubleshooting: Returns and Frame Adjustments

Question 1

“I don’t like the style”

Answer 1

Encourage the customer to try on other frames, to find a pair that she loves. Ask for feedback about the size and color, and offer suggestions accordingly.

Question 2

“The prescription feels wrong. The image on the edges is distorted/looks like a funhouse mirror/fishbowl.”

What’s the problem, what’s the solution, and what do you do if the problem persists?

Answer 2

Problem:
Most often, a customer simply needs time to adjust to new glasses, especially if it’s the first pair made with a new prescription. The edges may seem funky for a while, and it may take several days of wear for the brain to adjust.

Solution:
If a customer picks up her glasses and says that the prescription feels weird, let her know that it takes several days of continuous wear to adjust to new glasses. This is particularly true if she has a strong prescription and/or if she’s never had glasses made with this prescription before.

If it persists:
In this case, either the doctor needs to adjust a prescription or (rarely) there was an error at the lab. Double-check the prescription with the customer, explain the possibilities, and communicate the issue to CX so that we can sort out a replacement.

Question 3

“My eye doctor prescribed an incorrect Rx.”

Answer 3

If the customer has an updated prescription, email help@classicspecs / help@stevenalanoptical, and we’ll process the replacement pair right away.

Optometrists may need to adjust prescriptions; this happens more often than you may think. Eye doctors will adjust a prescription when a new prescription doesn’t feel right or if the patient feels that the prescription is too strong.

Question 4

“They don’t fit right”

Answer 4

When a pair of frames doesn’t fit comfortably, there are 2 possibilities:
(1) Either a quick frame adjustment can solve the gripe in a snap,
or (2) the style itself is just too big/too small for the customer’s face.

If an adjustment just won’t cut it, offer some alternative styles for an exchange.

Question 5

“Can I get a free replacement?

I don’t like the color”

Answer 5

30 day guarantee? Yes

1 year warranty? No

Question 6

“Can I get a free replacement?

the lens coating is coming off”

Answer 6

30 day guarantee? Yes

1 year warranty? Yes

Question 7

“Can I get a free replacement?

I scratched my lenses”

Answer 7

30 day guarantee? Maybe

1 year warranty? No

Question 8

“Can I get a free replacement? I changed my mind”

Answer 8

30 day guarantee? Yes

1 year warranty? No

Question 9

“Can I get a free replacement? The Doc wrote the wrong Rx”

Answer 9

30 day guarantee? Yes

1 year warranty? Maybe

Question 10

“Can I get a free replacement? I entered the wrong Rx”

Answer 10

30 day guarantee? Yes

1 year warranty? Maybe

Question 11

“Can I get a free replacement? A store employee entered the wrong Rx”

Answer 11

30 day guarantee? Yes

1 year warranty? Yes

Question 12

“Can I get a free replacement? I lost my glasses”

Answer 12

30 day guarantee? No

1 year warranty? No

Question 13

Frame Adjustments:
How do you use the Frame Warmer?

(5 steps)

Answer 13

(1) Plug it in and flip the switch.
(2) Hold the appropriate part of the frame in front of the heat for a few seconds. (If the temple needs to be curved, hold just the tip in front of the heat.)
(3) PROTECT- When warming the bridge, make sure the temple arms are pointed inward towards the heat; the front of the lenses should always face away from the heat source, so that we don’t melt the lens coatings. Make sure not to leave the frame in front of the heat for too long: Plastic molds, and it also melts.
(4) Use your hand to maneuver the now malleable plastic (see below)
(5) Repeat as necessary

Question 14

“The arms are too short…

They don’t reach my ears.”

Answer 14

Frame Adjustment!

Technique:
Heat the temple tip in the frame warmer and bend it straight out, so that there is less of a curve.

Question 15

“The frames are too big…

They’re falling off my face.”

Answer 15

Frame Adjustment!

Technique:
The easiest and most effective fix in this situation is curving the temple tip in at a more acute angle. You may also want to narrow the bridge and/or bend the frontal piece inwards. If that doesn’t do the trick, heat up the bridge of the glasses and bend the front so the temples move closer together. When heating up the bridge always put the back of the lens to the heat, and do not hold the glasses too close or for too long.

Question 16

“These frames are too small.

They pinch the sides of my head.”

Answer 16

Frame Adjustment!

Technique:
You can bend the frontal piece outward and/or widen the bridge a little so the temples move away from each other.

Question 17

“The frames are crooked.”

Answer 17

Frame Adjustment!

Technique:
All our frames should be bench aligned, but if they are not, make the necessary adjustments. When you place the frames upside down on the table, they should hit at 4 points: the two temple tips and the brow line. You might want to perform a series of little tweaks, testing them on the table after each one.

Question 18

You’ve adjusted the glasses, but they STILL don’t fit

Answer 18

If the fit is only slightly off, a small adjustment could make a world of difference. The frame warmer isn’t, however, a miracle machine: If the frame is way too narrow, no amount of bending it like Beckham is going to transfigure it into a larger frame.

The morphology of the customer’s face may make the frames appear askew. If the frames are bench aligned yet seem crooked on the face, delicately explain to the customer the subtle differences among all faces. You can certainly try to tweak his frames to be custom-fit to him, but it’s not always possible to make a flawless fit. Tactfully conveying to the customer this reality can help him understand that his frames will be uniquely adjusted to his face, to the very best of your ability.