Vistaexpert Reviews 827

Reply from Vistaexpert

Dec 19, 2024

Hi N,

We are very sorry for the experience you had with your purchase. However, we were unable to trace your order, so we cannot provide a precise response. We kindly ask you to contact us directly so we can better understand the situation and assist you in the best possible way.

We remain at your disposal and hope to resolve the issue as soon as possible.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Dec 19, 2024

Dear Nikolay,

Thank you for contacting us. We promptly reported your situation to the courier as soon as you informed us and initiated the necessary checks. Unfortunately, the verification process takes some time, but as soon as the courier confirmed that the package was lost, we proceeded to refund the full amount.

We apologize for the inconvenience and remain at your disposal for any further clarification.
Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Dec 11, 2024

Dear Josh,

We are sorry to hear about your negative experience, but we would like to clarify some information regarding purchases made through our eBay page for the United Kingdom.

Following Brexit, for items with a value over £135, VAT is not charged at the time of purchase. However, VAT will be charged upon delivery, and it is the customer's responsibility to pay it. This is clearly stated at the time of the order, in accordance with the new fiscal regulations introduced after Brexit.

We apologize for any inconvenience and would like to remind you that these fiscal policies are imposed by the relevant customs and tax authorities, and are not within our control.

We hope this explanation helps clarify the situation.
Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Nov 11, 2024

Dear Customer,

Thank you for taking the time to leave your review. We are sorry to hear about your negative experience regarding the return of the lenses. We would like to clarify that, in the case of non-free returns, it is essential that the product is returned with a tracking number so that we can verify its arrival and properly manage the return process. Unfortunately, without this, we cannot confirm the receipt of the package. Please feel free to contact us directly at support@vistaexpert.com to discuss the issue further and find a solution that meets your expectations.

We are at your complete disposal and hope to resolve this situation together.
Kind regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Nov 8, 2024

Dear Aman,

We are very sorry for the misunderstanding that occurred. After carefully reviewing the case, we would like to clarify that we never confirmed that the defect was covered by the warranty. However, in an effort to accommodate your needs, we made ourselves available to offer an alternative solution by proposing to carry out the repair free of charge as a gesture of goodwill. Unfortunately, beyond this offer, we were unable to do more.

We remain at your full disposal for any further clarification and invite you to contact our customer support team to resolve any doubts.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Oct 14, 2024

Dear Jane,

Thank you for your valuable feedback. We apologize for the delay in the delivery of your glasses and understand the inconvenience this has caused. We strive to ship all orders promptly; however, once handed over to the courier, the delivery times are no longer under our direct control.

We want to assure you that we carefully monitor each shipment and are committed to promptly addressing any issues, maintaining constant communication with the courier. We hope to have the opportunity to serve you again soon and provide you with an experience that meets your expectations.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Oct 14, 2024

Dear Catherine,

thank you for taking the time to leave your review. I would like to inform you that, according to our procedures, we can only proceed with the refund after we have received the returned order at our facility and completed the necessary checks on the product.

Unfortunately, we have encountered delays in the return delivery by the courier, a situation that is beyond our direct control. To expedite the process, we have already contacted the courier to request an update on the delivery. We assure you that we are doing everything possible to resolve this situation promptly and will keep you updated on any developments.

If you have any further questions or need assistance, please do not hesitate to contact us at support@vistaexpert.com. We are here to help and look forward to resolving this situation together.

Best regards,
Vistaexpert Customer Care Team

Reply from Vistaexpert

Sep 13, 2024

Dear Euan,

We are sorry that you have left us this comment, because our customer support has been very attentive to your case, and on several occasions they have asked you to send all the photos to verify the problem with your purchase, and to be able to efficiently solve your situation, but unfortunately you only sent us 2 photos, of which it could not be verified that they were the lenses you had received from us. When a customer is in a similar situation due to an order error, we perform all checks to deduce that the order may have had a problem and resolve it immediately, but you did not provide us with the requested photos and only asked for a partial refund. It is also important to note that all customers have the right to request the repurchase of an order within 14 days of it being delivered, and this time had already ceased. So we remind you that we are always available to clarify any doubts regarding your case.

Reply from Vistaexpert

Sep 4, 2024

Dear Chris,
We apologize for the inconvenience caused, we remind you that when you replaced the product with another item on 13/08/2024, you received an email from us on 14/08/2024 with the estimated delivery date for 28/08/2024 and fortunately we have shipped the order before this date, exactly on 21/08/2024, where you received the tracking number specifying that the estimated warranty time for abroad corresponded to 3-7 working days. So the post office only suffered a delay of 1 working day, delivering its order on 08/31/2024. Fortunately a day before your vacation. We remind you that we are always available and ready to solve any problem with all our customers.

Reply from Vistaexpert

Aug 22, 2024

Dear Customer,

Dear Customer,

We regret any delays that may have been presented by Royal Mail mail, normally orders to the UK, it takes 5-7 working days for delivery. And they always try to make their deliveries in the estimated time and in case there are delays, we usually contact them to be able to know the reasons for the delay and to be able to speed up the delivery, when the customer informs us of the delay or in case they do not know how to track the order. We would have liked to have been able to help you, and if you have not yet received your order, we kindly ask you to contact our customer support, so that we can improve your experience and resolve any delays with the mail if this is the case.