Customer Complaint Policy
Marx Optical is dedicated to providing excellent vision care products and services. As a customer of ours, you are entitled to file a complaint with us. The following outlines our policy and procedures for handling verbal and written complaints.
Summary:
We want to resolve any dissatisfaction as soon as possible. You may elect to use one or multiple of the following options at your convenience:
Contacting our Services Team by phone: (256) 350-2020
Emailing our Services Team: marx@marxoptical.com
Visiting any one of our locations found here.
Our Responsibilities:
To provide an efficient, fair, and structured mechanism for handling complaints.
To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
To keep customers informed as to the progress of their complaint and the expected timeframe for resolution
Quarterly to review our complaints so that we can improve our standard of customer service.
Handling Your Complaint
Prioritization: Upon receiving a complaint, we will act immediately to resolve the issue.
Timing: We aim to have a resolution within 24 hours; however, if the resolution is expected to take longer, we will inform you. In particular, vision correction resolutions may require us to order specific materials or schedule you for a return appointment.
Communication: Our policy is to remain transparent during this time. We will keep you informed of both our steps and our progress.
If a satisfactory or reasonable resolution can not be reached, a refund for the product may be provided.