Our CEO comments on Well.ca
Our Founder, Director and CEO Paul W. Slusher comments below about his experience with Well.ca and how that reminds him just what separates Contactsforless.ca from some other online sellers in Canada. See below for Paul’s personal review and analysis.
Placed My Order and Then…
My Experience at Well.ca today reminded me of just what you don’t want from an online purchase. I regularly purchase vitamins and supplements online and after today, I will no longer purchase from Well.ca. But what is more important about my experience today is that I also know what I never want my own company to act like when a customer wants to change or cancel their order.
I placed an order at around 10am today. Immediately upon seeing the confirmation email come to my email box (about 3 minutes later) it occurred to me that I needed to change the shipping address. So I went to their chat link and requested such a change. I was told by one of their customer service agents that not only could I not change my shipping address, but I also could not cancel the order and place a new one. “But I placed the order five minutes ago” I explained. It didn’t matter to Well.ca’s agent. In fact, the person made it clear to me that there was nothing he could do.
Having received this ridiculous answer, I then called the customer service team and asked the same question. I received essentially the same answer. Then I proceeded to say that I was never going to order from them again. That didn’t phase the customer service agent and she continued to repeat her answer that I could not change my shipping address or cancel my order. What was crazy is that I could not cancel the order. Not being able to change the order, although still a stupid policy, was at least understandable if you are dealing with some big heartless corporation. But to not be able to cancel is just unfathomable.
If you examine their rating online, you can see that others feel very much the same way about Well.ca. Click here to see just a sample.
Then I said I would place reviews online…
Do you know what made the company change their tune? I told the agent that I would be placing 1-star reviews online about Well.ca and perhaps would even write a blog about their company on MY company blog. THEN she suddenly “realized” that she could cancel the order. Wow. What horrible service. But the lesson was powerful for me in one key aspect…
With Contactsforless.ca We Provide A+ Service all the time and we even…Guarantee Every Order Can Be Returned or Replaced!
You see, many online sellers provide horrible service because they really think that you as a customer will simply grin and bear it. Perhaps they are shortsighted enough to think that you will you come back to them just because they are “cheap” or “convenient”. What they don’t understand is that service matters and making sure that every single customer is happy and satisfied should be job #1.
We Are The Highest Rated in Canada
At Contactsforless.ca, we are the highest rated (and the fasted growing) online seller of contact lenses in all of Canada. This is because we have some of the best prices, the best service and we have an unbeatable Order Insurance Guarantee that ensures you will never be treated like I was by Well.ca.
So, for those of you who buy supplements, organics and other great products, I suggest another company, perhaps Goodnessme.ca or Vitasave.ca or some other company. I would NOT suggest you order from Well.ca. I know I never will again, and I was their regular customer for several years.
But most importantly, I hope that you glean from my own personal experience just how important it is to support and buy your products who take customer service seriously. And when I say take it seriously, I mean that we back every purchase with a guarantee that we will treat you right, every single time.
Thank you for reading and please, as our valued customer, know that we are here for you and will always try to be better, do better and ensure you make your purchase with a smile, knowing a real team of real people with really good intentions are on the other end, doing everything to win your business every single day.
Paul W. Slusher
Owner, Founder, Director
The Contactsforless Retail Corporation
Here are some testimonials to consider when thinking about this topic of customer service:
A link to our Google Ratings (96% Positive Rating – highest of all contact lens companies in Canada)