At The Spectacle Factory, customer service is our top priority, and we go above and beyond to ensure clients feel supported. A recent example of this commitment involved one of our long-standing clients, who faced a mishap with his beloved Cartier glasses. While working with glue at home, he accidentally splashed some onto the lenses and used nail varnish remover to clean them. While it cleared the lenses, the acetone damaged the acetate frames.
The client called us, and Mandi, our team member, reassured him that we would do everything we could to repair and restore his Cartier glasses. Though we could have prevented further damage by addressing the issue earlier, Mandi quickly consulted our technicians, and the client sent in his glasses for repair.
Upon assessing the damage, our technicians decided on a meticulous hand-polishing process to restore the frame’s shine and minimise visible damage.
When the Cartier glasses were ready, the client was thrilled with the result, saying they looked "better than I thought they would be" and were now wearable again. He shared that he felt comfortable reaching out about a repair because of the excellent customer service he’s received over the past decade. He also mentioned how much he appreciates Robert and the team for always helping him find glasses that suit his personality, he's now in the middle of ordering another pair of frames to add to his collection!
This story highlights the value of exceptional service and expertise, proving that even accidents can be resolved with care, ensuring our clients leave satisfied and confident in their eyewear. If you have any queries about your glasses, please don't hesitate to contact us, we will endeavour to do everything we can to help you.
Below you can see the before and after images of the repair we did to the damaged Cartier frame.
Before
After
