Changing orders without permission
I had been in ongoing contact with your Optician@ team, explaining that I was struggling to find a provider in Singapore willing to conduct an eye test without requiring the purchase of glasses through them, as my existing prescription I'd submitted to SmartBuy was considered out of date under Singapore’s regulatory requirements. I tried multiple locations and kept your team informed throughout. Your Optician team were initially responsive. However, over the last few days I received no replies, despite sending multiple follow-up emails. In my most recent message, I clearly stated that since I could not secure an eye test, we should cancel the order. Instead, today I received an email from your CustomerService@ team informing me that my order had been changed and then shipped, without my consent: the prescription was removed and a frame-only order was dispatched. This change appears to be the result of a breakdown in SmartBuy internal communication. As a consequence, I now have a non-functional product being shipped to me, which I will have to spend time and money returning. I am short-sighted. A frame-only order is of no practical use to me, and it is unrealistic to suggest that lenses can be sourced locally for your frames in Singapore. I am unclear how this decision was considered to be in my interest. I have never experienced a company unilaterally altering an order after being explicitly asked to cancel it, and then presenting that decision as a customer-focused solution. I would like a clear explanation of how this occurred, and confirmation of how you intend to resolve this without further inconvenience or cost to me.