Wild excuse given for incorrect shipment. Ordered a pair of "Olive Weston" sunglasses. Got Champagne. Not even close in colour.
Ordered a pair of "Olive Weston" sun glasses based on the image on their website of a deep olive green, semi translucent pair of resin, wayfair-inspired glasses. Waited over 10 business days to arrive. When arrived, they had sent the "Charcoal Weston" sun glasses. Brought the error to the attention of Customer Service. Mistakes happen - was not angry at all at the time. They acknowledged the error. Replacement glasses were sent out - again taking over 10 business days to land. When arrived - they had sent their"Champagne Westons" - a clear frame with a warm pinky brown tint. When I notified Customer Service - they responded insisting they had sent the right, Olive Westons - claiming that they can "look different under studio lighting". I am trained in colour theory from one of the Top Accredited Art Institutions in North America, ultimately working with materials like the resin used as a Scenic Artist/Prop Fabricator/Painter in Film and on Broadway. They cannot be Olive. Sent customer service a note back qualifying my professional insight. No Response as of this post a week ago.
Antwort von Parker Hayes
Dear Jay
Thank you for taking the time to share your experience, and we want to sincerely apologize for the frustration this situation has caused. You came to us in good faith, and we fell short — not once, but twice — and that is simply not the standard we hold ourselves to.
We fully acknowledge that two incorrect pairs were sent, and we are sorry that our previous response dismissing your concerns about the colour was not handled with the care and respect it deserved. Your professional background in colour theory and material craft speaks for itself, and we should have listened more carefully rather than defending our position.
We want to make this right. We have already sent two pairs of glasses, and we are more than happy to send a third — the correct Olive Westons — at absolutely no cost to you and with priority shipping. This should have been resolved quietly and simply through email, and we regret that it has reached this point.
A member of our team will be reaching out to you directly to confirm your shipping details and ensure the correct pair is dispatched immediately. You have been more than patient, and we appreciate that grace.
Warm regards,
Tim