To our DIFF family,
You deserve better from us. Over the past few months, problems navigating Covid regulations radically shifted our modes of operation and orders were delayed as a result. This, coupled with a higher volume of orders related to pricing promotions resulted in a sub-par experience for our customers including our team's ability to timely respond to customer queries. As an independently owned eyewear brand that prides itself on excellence across the customer experience spectrum, this is unacceptable. In the past few weeks we worked hard on acclimating to this new environment and have corrected these issues. We are back to an appropriate level of delivery and customer service response times that reflect the high level of service you expect, and these metrics will only continue to improve. Rest assured we take these matters seriously, so serious we have recently doubled service staff size to handle this extraordinary time.
Your satisfaction is our number one priority. If you are still finding issues with your order, please reach out to us. We will contact you directly and ensure your query or issue is timely rectified. We thank you for your continued confidence, your business and, your support of the gift of sight.