39dollarglasses.com

Review: I paid for glasses frames and they will not ship them because they made a mistake on there end.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want what I paid for.

Business

Response:

Complaint #[redacted]

July **, 2013

Based upon the information the customer provided in the complaint, we have been unable to locate an order, account or customer with this name, or address, in our database.

According to our records, this customer has never utilized our company for any product. We have searched by name, address, zip code, email, and phone number.

We understand that the customer may have placed the order for another person, meaning the order will not show under his name, and so we are requesting more information, such as an order number or order date, or a specific amount the customer was charged.

While we are happy to provide the product the customer states was bought & paid for, we need more information to fully investigate the matter.

Thank you,

39DollarGlasses.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The invoice numbers are [redacted] and [redacted] the using name is [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Complaint #[redacted]

July **, 2013

We have reason to believe that this customer did not order from 39Dollarglasses.com. The information provided by the customer in no way matches and information our company currently uses for customer orders.

These invoice numbers are not invoice numbers from our company. Our company has used 9 digit invoice numbers for over 13 years, and all invoices for the last 2 years have started with a 615, whereas these invoices are 6 digits long, and start with a 1.

A thorough database search shows no customer with this name or using the email provided has placed an order with our company. Had the customer placed an order with us, he would have been emailed a confirmation that included a 9-digit invoice number.

We take matters such as this quite seriously, and therefore we are happy to investigate any charges that he claims we made against his credit or debit card, but in light of the fact that the invoice numbers do not match and the customer information was not in our database, we strongly suspect that the order was not placed with our company.

Respectfully,

39DollarGlasses.com

DO NOT BUY FROM HERE! my grade school son was sent and wore the wrong prescription until months later I finally noticed he was having huge issues and sent him to the eye dr. today only to find out he has been in the wrong prescription. This is unacceptable as it is there job to get it correct. I am disgusted and that is why you get what you pay for..never again! do not take the chance as you aren't sure about how kids are supposed to see they have no real way of knowing if it's off to tell you!

Review: I ordered glasses from the company. I called the day after they arrived and indicated I wanted to exchange them. My child was unhappy with the frames. No problem. I was sent a prepaid return slip and a form to fill out. I packaged the glasses, put them in a box and sent them back with their slip. On went online this week to see where the package was only to notice that the package was out for delivery at 11:05am and at 12:59pm was marked return to sender (this was on 9/**). It was 9/** so it indicated that it was now in Jersey City, NJ. My return was never accepted. Subsequently the exchange was never done. It appears to just simply have been returned. I emailed the company on the contact form that they indicated. I was advised that in 1 day I would get an email. It has been 2 more days and I have not received a single message. I called the company prior to the 5pm closing and was put on hold with music. Told I could leave a message if I chose. I held for approximately 20 minutes. When I hung up I just wanted to see, now that it was after 5pm if I got the same message offering me a voicemail box if I wanted. No, I got a totally different message stating they were closed. So, even though they have posted email and phone they are not answering to assist. They claim a worry free exchange or return and that does not appear to be what I am getting. I want my money refunded to me immediately as I now no longer want a product from an unreliable company.Desired Settlement: Ultimately I would have loved to have had the glasses I had requested as my exchange. My other son loves his glasses, sadly it seems that they have no desire to assist with this and the fact that they never accepted delivery of my package makes me very angry

Business

Response:

We apologize for any confusion, but we did not refuse the return shipment from this customer. The shipment was returned to her for postage due on the Priority box she returned the glasses in, as the label we provided was not a Priority label, but a First Class label, which is a different mail class from priority.The shipment, as per our local postmaster, used a First Class label in a Priority mail box, and was never even offered to us for delivery. This was returned to the customer.The customer returned her order using the First Class label we supplied, in a Priority mail box, which carries additional postage. The email we send with our return shipping labels does state the following:"The prepaid shipping label that is provided is for [redacted] First Class mail shipping only. Any upgraded return shipping will be at your own expense and must be done at your local post office. Packages that arereceived requiring additional postage above [redacted] First Class mail will not be delivered and will be returned back to you."While we have never refused a shipment, the [redacted] does advise any shipments they see with a Priority box using a First Class label will be returned and not delivered. They have also advised that their mail boxes cannot be reused for a second shipment, as the box itself carries set postage rates, so the package could have been returned for this reason as well.We have issued another First Class label, and look forward to receiving the return so we may issue a refund if the customer does not desire a remake.

Review: I ordered on Feb [redacted] glasess a lady named [redacted] told me I would get them by saturday if I pay over night which she charged me $12.00 more I already paid $4.95 for shipping my galsses has failed on three seperate times Friday [redacted] march [redacted] and March [redacted] now I have chatted them and emailed my order has been very handled rudely I believe there answer is always cancel order cancel order refund money I was told today by [redacted] I will get glasses on March [redacted] 2014 which I did get refund of $12.00 on Tuesday [redacted] the [redacted] day of my order according to them I havent seen it on my card yet. I was told by 3 different people several different dates through emails chats and phone calls on when I get my order they say they can walk next door to lab but has not I was told I would get daily email updates form [redacted] and [redacted] have not I spoke more with [redacted] but her answers are short non helpful Ive asked for higher up management told they where it [redacted] was the highest I even asked to speak to ** or [redacted] or [redacted] no you cant what I was told All I want is my glasses and someone needs to send these lovely ladies to some classes in customer service I should of checked Revdex.com before ordering I see 80 complaints I was told I would get glasses 3-5 days then it changed to 5-7 then 3-5 for shipping so two weeks even though I paid for over night there answer is im canceling your order Its funny because Friday March makes 2weeks lol according to them it takes 5-7 business days to make glasses and there is now gurantee but they have 100 % gurantee on customers being happy which I just want glasses evry time I try and talk to [redacted] on chat [redacted] butts in and starts her stuff but she cant email me like she said she would nor [redacted] but only when I contact them and as you can see in fowarded emails of chat they always say anything else I can help you with? no help in finding out in lab whats going on but [redacted] said she can walk over and find out but she said she hasn't ???? There customer service is a 1 out of 10 they help but give no reason to whyDesired Settlement: Well someone needs more training a letter of personal appology and website needs more contacts than just [redacted] and [redacted] maybe a [redacted] or ** alot of was told to me on phone is why I'm upset changing dates from feb. [redacted] March ** and now [redacted] I know its a young company but their customer service needs revamped.

Business

Response:

The customer placed his order on February [redacted] a Saturday, and selected 1st Class Shipping, which is our standard shipping, at a cost of $4.95, as per the invoice we have attached to our response. As indicated on our website, we do offer upgraded shipping for additional fees.

Review: ORDER [redacted]

ORIGINAL ORDER JULY *,2015. LAID SAID GLASSES ON TABLE BOTTOM OF ONE SIDE OF FRAME BROKE. CALLED REPLACEMENT FRAME SENT SEPTEMBER **,2015. HAD LENSES PROFESSIONALLY INSTALLED. NOVEMBER *,2015 IN THAILAND AND HAD GLASSES ON AND THE BOTTOM OF BOTH SIDES OF FRAME BROKE AT THE SAME TIME MAKING SUNGLASSES USELESS. CALLED 39DOLLARGLASSES 11/**/15 AND TOLD THEM THE SITUATION ON SECOND FRAME AND ASKED FOR EITHER A REFUND AND/OR STORE CREDIT FOR MY ORIGINAL PURCHASE AMOUNT BECAUSE OBVIOUSLY THESE WERE DEFECTIVE FRAMES AND SHOULD BE REMOVED FROM THEIR INVENTORY. WAS TOLD I COULD ONLYYYYY GET ANOTHER (3RD) FRAME OR A 15% CREDIT ON A NEW ORDER. THIS IS A HORRIBLE BUSINESS PRACTICE. I OBVIOUSLY DID NOT WANT TO HAVE THIS HAPPEN AND RUIN ANOTHER VACATION (I WAS WITHOUT SUNGLASSES THE REST OF MY TRIP AND HAVE MIGRAINE PROBLEMS). I WAS WILLING TO COMPROMISE BUT WAS LEFT WITH ONLY THE TWO OPTIONS SO I SAID TO JUST SEND THE DARN FRAME BUT I WOULD BE REPORTING BAD BUSINESS PRACTICES FOR I FIND THIS WHOLE THING APPALLING. I WILL GLADLY RETURN THE FRAME AND LENSES FOR A REFUND AND BE DONE WITH THIS SHADY COMPANY.Desired Settlement: REFUND OR AT LEAST A STORE CREDIT FOR MONIES I ORIGINALLY PAID $108.95

Business

Response:

We are happy to receive the glasses back for correction, as the order is currently outside of our worry-free warranty period, and a refund if no longer offered at this time, as indicated in our posted worry-free warranty.Since the frame is neither considered a defective frame nor are the lenses unusable, we are happy to install the lenses into a new frame for the customer, and ensure that there is no specific issue on the part of the frame or lenses that may be causing this, as we have received no complaints regarding the frame in question, so in the absence of a specifically known defect, we are happy to assist the customer with both the frame replacement, and, if necessary, any corrections needed to ensure that this does not happen again.If a remake is required, we will be happy to do so, upon receipt and review of the glasses.However, a refund of the lenses is not offered at this time - we are happy to correct the issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

So if I understand this correctly 39glasses is offering only to install my lenses into the new (3rd) of same defective frame if I mail that and the broken (2nd) same frame I got from their company with the lenses? If this is the case they are basically saying they will not do anything but reinstall my lenses into the 3rd frame that will most likely also have a problem after a month or so. If this is the case then I decline to accept what they are proposing because it is nothing. I will then continue on to post my complaints on the Revdex.com website,etc so it hopefully will help others so that they do not have to have to go through the issues I have had too.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our advice was that we would be happy to correct the issue the customer is encountering. We are unsure how this has become something else, but to clarify, we have advised we are happy to bring the glasses back, and correct any problems there may be. Please note that we have NOT stated we will simply replicate any issue the customer is encountering; we will correct the problem. Since we have never been in possession of the glasses since the customer has advised of these issues, it is clear that we cannot make accurate advice at this early stage; should the customer wish to have the problem corrected, she is welcome to return the glasses to us for this, and, as advised when we last spoke to her directly, at our cost.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

So simply put 39glasses wants to only replace my lenses in the exact same style new frame? What I want is to get credit for monies paid,return the frame and lenses(that have been defective twice in a few months) in my possession and get a whole new frame and lense in the hope that I will not have to continue with the same problem. Can and will this happen YES or NO? Simple YES OR NO

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I've ordered 2 previous pairs of glasses with 39dollarglasses. Overall, in both cases I was very please. I ordered a 3rd pair and that's when they goofed up. The glasses were horribly bent to the point I couldn't even put them on and the lens edges weren't polished (as promised by 2 different customer service reps) and there were huge routing gouges on the edges of the lenses. I have multiple pairs of rimless glasses (of which these are) and had never seen anything like that. I received a return authorization after being told I could NOT get a refund. I sent the glasses back to see what they could do with them. I received the glasses today. The lenses edges are NOT polished and the routing gouges are still there. This was a $290 pair of glasses. After a month of the original order, I still have no satisfaction and have been told I would get only a 50% refund. *Desired Settlement: Refund my order in entirety.

Business

Response:

Because we advise the polishing will be pristine, we will ensure that the lens edges will be smooth, but we do not nor have we ever guaranteed a specific level of polish and resulting sheen on the lens edges.As such, the customer is welcome to return the glasses for inspection; however, we do advise that if the lenses are smooth, we will issue a 50% refund as per our posted worry free warranty regarding these lenses.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was informed by customer service prior to my purchase that the lens edges would be polished. In my initial complaint, I was again assured that the lens edges would be polished. Email transcript from company below:

Please just fix the glasses.and polish the lens edges. What about the routing gouges? I have no less than 3 pair of rimless glasses that don't have those gouges. That is NOT a standard practice.Your return policy is horrible. Consider me a former customer.39 Dollar Glasses Nov *to meDear [redacted], I will have the Lab Manager personally handle this and have him clean those up for you. Thank you,[redacted]Toll Free: ###-###-####Local: ###-###-####Fax: ###-###-####

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Prescription glasses were ordered on a rush basis. Company delivered incorrect/defective glasses and has refused to replace or refund without a lengthy return process. Because of the time-sensitive nature of the order (can't see without glasses) we now must replace order with a local provider at much higher cost. Company's customer service was horrible and had no interest in resolving the issue.Desired Settlement: We would have simply liked to have received what was ordered. This is a huge hassle and is now costing far more to resolve. They should be liable for the additional cost to replace the items on an expedited basis, since we could have ordered from another supplier. Now we have no choice but to pay substantial extra fees to replace the items.

Business

Response:

As per our warranty, which is pasted below, we provide a free return shipping label, and upon receipt of their return we advise we will remake them for any reason at no cost to the customer (Upgraded packages only incur the additional price difference to upgrade), or issue a refund, as requested by the customer.

Our warranty does not provide for remaking the glasses before receiving the original product back here, or for the refund of shipping costs.

Additionally, due to the custom nature of making prescription eyeglasses, we do not offer rush processing, nor have we ever offered this service.

The customer placed an order using our online ordering system for four pairs of glasses using the same prescription. On each pair, the lens type selected was single vision, full time wear, indicating that he wanted distance lenses. Upon receiving the glasses, he contacted us via Live Chat advising that he ordered reading glasses, which was not what was ordered.

What was ordered was full time wear, or distance only glasses, which is clearly indicated on both the order confirmation and invoice, and which is what was made and shipped to him.

He stated that we needed to remake them immediately and send them back in the same shipping capacity that he originally ordered. We advised that we would be happy to remake the glasses into reading or bifocals as needed immediately upon receipt of his return, as per our warranty policy. We did advise that the remade pair would be retunred in the same upgraded shipping capacity he originally ordered, which was UPS 2nd Day Air.

He then advised that he would be filing a complaint with this agency as well as filing a dispute with his credit card company.

We advised that we do require the product be returned, and that upon receiving the products here, a full refund would be issued, again, as per our worry-free warranty.

As of this writing, 7 days after the customer contacted us, the customer has not returned the product nor utilized the prepaid shipping label we provided. Thus we are rather baffled by his claims that we have delayed this process, as per the customer's complaint because he has not returned the products to us as of today, one week later.

We would like to restate that we are more than happy to issue a full refund for the products in lieu of a remake, as this is also offered and provided for under our worry-free warranty and has never been in dispute with the customer. We simply request that the customer return the products we sent him, which thus far, has not been done.

What is your return policy?

100% Worry Free Guarantee

At 39dollarglasses.com, we offer a 100% Worry-Free Guarantee (certain lenses excluded*). Our objective is simple: to make sure every customer has a wonderful experience purchasing from us. If you are unhappy for ANY REASON you may return your eyeglasses for a full refund on your original order (except shipping, which is not refundable) or a one-time exchange at no cost. (Exchanges for higher-priced items will only be charged for the difference in price). We even provide FREE return shipping!

Simply follow the following instructions:

Contact us by phone or email within 10 days of receiving your eyeglasses. We will happily provide you a Return Merchandise Authorization (RMA) number along with a postage pre-paid return label (domestic First-Class U.S. Mail only). We cannot process or honor returns without an RMA number.

Shipping charges cannot be refunded.

Return package must be received within 30 days of original delivery date. Refunds can only be issued after we have received the original merchandise back.

Returned items must be in original condition in the hard case you received from us. However you may keep any accessories as our free gift.

After the 10-day period, up to 120 days after receiving your glasses, orders are then eligible for a 50% exchange credit or 50% refund.

If returning one pair from a buy one get one promotion, the discounted pair is eligible for a full refund or credit*. If returning only the full price item we will deduct the amount discounted when issuing a refund or credit*.

*Excluded Lenses: All UltimateViewHD™ and Varilux® Lenses. These exceptions are eligible for a 50% exchange credit or 50% refund up to 120 days after receiving your glasses. Exchanges for higher-priced items will additionally be charged for the difference in price from the original pair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We recently filed a complaint against 39DollarGlasses.com (aka Value Eyecare Network, Inc). The complaint was filed by one of our company executives ([redacted]). We received correspondence from you that included the company’s response, but provided no way for us to reply that a resolution had in fact NOT taken place. This problem has not been resolved. The company has made no attempt to correspond with us, outside of a voice message to return their call. However, their customer service lines are never answered. Frankly, I am baffled by an A+ rating of this company by your organization. Setting aside the multiple violations of the New York Uniform Commercial Code that have clearly taken place, companies filling medical prescriptions such as this are subject to a much higher bar of compliance and performance. In this particular case a prescription was ordered and expedited shipping was paid for based on the urgency of the order. When the order was mishandled by the company, they had a legal requirement to refund the expedited shipping and replace the order immediately. Instead, they have chosen to ignore their responsibilities and play a shell game with obscure (and unlawful) return policies.

This complaint is far from resolved and this situation has already been elevated to the Attorney General level. We will continue to pursue it until an acceptable resolution is reached. Accordingly, please correct your records to properly reflect the current status of this complaint as “unresolved”.

Sincerely,

Business

Response:

We agree that this has not been resolved, as the customer has yet the return the products to us. As advised both previously in this complaint, and as per our warranty, the glasses must be returned, and we will immediately refund or remake the order at no charge. Unfortunately, we cannot move forward until the customer utilizes the prepaid label we provided on 11/**/13 to return the products to us.

Review: It is now November **, 2015

My order began July *, 2015

With this last order # [redacted] of two pairs:

Both pair of glasses came back entirely wrong, both had no progressive magnification like the RX entered, strike one.

Upon inspecting the pair I decided to trial the Titanium 24 pair for distance even though I had paid for progressive magnification and neither pair had the “Add” magnification as ordered. So, I RMA’d the Titanium 71 which must have the “Add” magnification of +1.75.

On August **, 2015 the first RMA was received order# [redacted] came back as though 39DollarGlasses simply shipped back the same pair with the same wrong prescription, no progressive “Add” magnification, strike two.

This after I had called and spoken to one of your representatives who verified NO “Add” magnification was present.

On November *, 2015 my second RMA Now 39DollarGlasses simply repeated the last error, AGAIN. I still don't have what I ordered.

I now want a complete full refund of $339.67 for my entire order # [redacted] of two pairs 39DollarGlasses never got right. Please issue an RMA with shipping label to receive them back and refund my full purchase price of $339.67.Desired Settlement: I now want a complete full refund of $339.67 for my entire order # [redacted] of two pairs 39DollarGlasses never got right. Please issue an RMA with shipping label to receive them back and refund my full purchase price of $339.67.

Business

Response:

The customer is more than welcome to the refund upon our receipt of the return.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved once I have received the refund payment in full.

Sincerely,

Review: I purchased a pair of Oakley Chamfer 2 eyeglass frames for $107.35 and sent them to 39dollarglasses.com to have lenses fitted and installed. I placed the lens order for $54.90 and mailed them on February **, 2016. I received the glasses back on March **, 2016 and inspected them upon arrival. I found three separate cracks in the upper right portion of the frames. This was from incorrect measurement and fitting of the lenses, causing the structural integrity to be compromised and crack.

I called 39dollarglasses.com on March **, 2016 to inform them of the situation. The initial representative, Venessa, explained to me that nothing could be done other then sending the lenses back and fitting them on one of there cheap frames. This would essentially leave me with a broken pair of Oakley frames that I spent over $100 on. She then explained that this was company policy and they weren't responsible for frames that they damaged. I asked to speak with a manager and David came on the phone. He basically gave me the same unreasonable answer with no resolve.

The business model this company has in place is unethical and simply should be illegal. You wouldn't bring your vehicle into a mechanic to have upgrades put on it only to have it returned in a damaged condition. The mechanic would be responsible for the damage as should this 39dollarglasses.com for the frames they broke.Desired Settlement: I wish to receive a refund for $162.25 for the damaged frames and lenses that caused the damage.

Business

Response:

As advised in the Terms & Conditions for relensing your own frame, we are not responsible for frame breakage, as this is not unusual and can occur in any lab making glasses. The customer cannot determine how the frame was cracked, as this can occur at any time, for any reason, which both new and old frames, purchased anywhere. This is very specifically why we require agreement to these terms ahead of accepting the order. The customer has the option of choosing not to agree to the terms, and not placing an order with us, but these are terms for our acceptance of such an order. While breakage is not common, it can occur, and in these cases, we are not responsible, as agreed.The customer agreed to these terms and conditions prior to sending us his frame.He has been issued a full refund including his shipping, as we do not financially compensate customer in the cases of frame breakage, but are happy to refund the original order.We have pasted our terms & conditions for relensing below for review, which the customer was required to agree to prior to our even accepting his order for processing.TERMS & CONDITIONS:"At 39DollarGlasses.com it is our pleasure to put new lenses into your own existing frames. We will take every precaution possible to ensure your frames are maintained in the same condition that you sent them.If, in the rare instance that something should happen to your frame in the lens replacement process (e.g. frame scratches or breakage, loss during transit), we cannot be held responsible for the frame's value.In addition, if you would like to keep your old lenses we recommend you remove them from the frame prior to sending (we will make every effort to return them but we cannot guarantee this).Due to the additional processing involved using a customer's frame, we ask you allow up to 7 business days to process and ship (after we receive your frame). Occasionally, additional days are required, but it is not typical. Promo codes and Eyebucks rewards points cannot be used for re-lens orders.As per the terms that were provided, and to which the customer agreed, we will not be compensating him for the frames, as we were quite clear regarding breakage during the order process.We are unsure how to address the mechanic comparison, except to advise that our service is a bit different, and we did cover breakage in advance, and the customer did agree, not to hold us responsible in the case of breakage.

Review: I ordered 2 pairs of glasses om 1 order on ** Jan 15. I called 3 weeks later to check the status. I was told 1 pair had a problem and was sent back to the lab. I requested they send the good pair because I really needed them. I received the 2nd pair and they were not the correct glasses. I sent them back. I waited another few weeks to check on the 2nd pair and was told I should be receiving an email within 48 hours. It did not come. The order status online had incorrect dates and was not updated. I called again this month (April) and was told they were still being worked on. The one who answered the phone indicated I was not clear on my return slip what was wrong with the glasses. I spoke to a supervisor then and she promised I would receive an update very soon and that she had expedited the order. That was over 10 days ago and still no update.Desired Settlement: At this point, I just want what I paid for. I have been a customer for many years, but I will go elsewhere after this. I am disappointed in the company I have dealt with in the past

Business

Response:

The customer did place an order for two identical pairs of glasses, and returned one of the pairs due to an issue with the lenses providing blurry vision. The customer was advised by phone this month by the customer service manager that her order was remade that day, and would be expedited. Because the lenses are custom made for her at the time the order is made, there is lead time required, typically 5-7 business days for higher progressive prescriptions in a rimless frame.The order was expedited, and shipping was upgraded to [redacted] Next Day shipping at our cost; however, there was a failure during production, extending the production while we produced a new lens for the glasses. This is not uncommon when producing prescription eyeglass lenses in a rimless style with a moderately high prescription, and is why we were happy to upgrade her shipping for her.The customer's remake order shipped in 10 business days from our facility, which is slightly beyond our typically production of 5-7 business days. We do apologize for the delay, and see that as of this writing, the glasses have been in her possession for over a week. We trust this indicates that she is happy with her glasses, but if for any reason she is not, we would be happy to assist her with a return.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was not able to receive email until today, so I missed the 6 day response window. I just wanted to say whoever gave you the response was not accurate, did not touch on my major complaint and neglected to address the poor customer service I received. I finally received my second pair of glasses, but needless to say, after 10 years, I will not deal with this company again. I intend to ensure my friends and colleagues are aware of my experience with them as well. -- [redacted]

Review: Upon receiving the glasses, I realized that it was defective. I contacted the customer service and the woman agreed to reproduce the glasses but no guarantee that the new one will be correct. A week later I contacted them again to see what was going on. The customer service representative stated that the new pair also failed the final check, "do you want us to produce another one," again no guarantee that this time it will be correct either. When he was reminded that having correct glasses is very important for everyday living, the representative stated in a snappy way "I understand that it is taking a long time but there is nothing we can do about it, do you want me to send you the failed one, or reproduce again?" The company is insensitive to customer's needs of vital thing like eyeglasses. Neither they stand by their product nor do they accommodate for their inability to produce correct product (i.e., expedited production, guarantee of producing correct product).Desired Settlement: I strongly feel that the company owes me an apology for the inconvenience they caused and the time they wasted. They should also refund me for the entire order.

Business

Response:

The customer placed an order for two complete pairs of glasses at 7 pm on 7/**. One pair was with clear single visions lenses, and the other was for photochromic lenses, which darken in the sun. These lenses were also

ordered with anti-reflective coating.

As advised on our website, production of 5-7 business days is typical for lenses such as those ordered by the customer. Once completed, the glasses will ship in the method chosen.

The order was completed and shipped in 3 business days, on August [redacted], which is well ahead of our typical production time frame, and the customer received them one day later, on 8/*.

She contacted us by phone two days later to advise that one pair had an incorrect prescription in the lenses. We immediately issued a return shipping label for their return. She advised she was going out of town and needed them by the [redacted] of August, so we started a remake for her in advance of receiving the return, as a courtesy.

It was advised during that call that the remake would ship by Wednesday, August [redacted], which was in line with our 5-7 business day production times.

It was also advised that we were providing a return shipping label and that it was expected that she return the original, incorrect pair, while we started the remake for her.

She then advised further that the transitional lenses we sent her did not darken to the same level as her husband's glasses, also purchased from us a year prior. She was advised that while not indicative of a

defect, a variety of factors could impact the tint level when worn, such as temperature and the type of Transitional lenses purchased.

Additionally, because she had not yet returned the original order, we were not able to determine whether there was in fact a defect in the first pair, so any advice at that time was premature. We did advise we would inspect

the lenses upon receiving them, as we issued the prepaid return label on 7/** via email.

The customer advises she was told during this call that we could not guarantee the prescription would be accurate in the remade pair, which was not stated by our representative during the call.

We understand that this may where the customer may have misunderstood, as the prescription was not a defect, but an error, and so we can guarantee that the error she found in her prescription could be

corrected. However, the tint level, should it not work properly, would indeed be considered a defect. This would have had to be inspected upon its return to us.

In any case, we were happy to remake the glasses as we stand behind our products, and because she had advised of an issue with the prescription, a free remake was imminent, and was in fact entered during her initial call.

This remake was started in good faith, with the agreement that the original pair would be returned; however, as of this writing, we have not received her return, nor does the label provided show ever being

used since it was issued to her via email, over 2 weeks ago.

During her call to us on 8/** to check status, while we did advise of the failure and reprocessing, we did not ask if we should continue with production, as we were already in the midst of reprocessing failed portion of the order.

at the time she called. We simply advised of the failure and that a few more days would be needed to complete the order, which put the expected ship date right where we originally advised, at Wednesday, 8/**/14.

When the customer then said she would like to cancel the order, he did agree to cancel the order as she requested. She then proceeded to say that she did not think he understood her, and he did advise that he was in complete understanding, as she had requested to cancel the order.

It was determined from review of the order notes that the production time was advised as 5-7 business days, and that we expected to ship in two days, and it was clearly stated to the customer a week prior, when we started the remake, and confirmed by her as well, as the time frame was discussed at length during the first call.

As such, the representative did not dispute her request to cancel, as it was clear that she was in full understanding of the production estimate, and still wished to cancel.

She did express disappointment of the failure, and it was explained that we will not ship a failed order.

There may have a misunderstanding here as well, because we did not at any time ask the customer if she wanted us to send the failed order, or reproduce again. The customer was advised that we could not ship out a failed order, and in these cases, we reproduce until the order passes inspection.

In summary, while we apologize for the customer's perceived insensitivity on the part of our representative, we did not fall short of the time frame expectation set forth by the first representative, who also as a matter of customer service began the remake ahead of the return.

At the time she canceled the order, she had not yet returned her original order, which we specifically requested be done while we remade the glasses for her.

While we are happy to refund the customer in full for the Transitional pair, return of the product would first be required.

We are happy to refund the customer's purchase price upon receipt of the items ordered, if this is the customer's desired outcome. Alternatively, we are happy to reinstate the order and ship out the remake as originally requested. We look forward to the customer's directive so we can address this promptly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They did not refund my money for the defective pair of glasses. They did not promise expedited shipping for failure to produce correct pair the first time. There was no misunderstanding. The defective pair was sent back on the 1st week of August.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer was advised that we were remaking the order in advance of receiving her return, which was the best method of expediting her remake.

We had her shipping method set at USPS Priority, which was appropriate to ensure for next day delivery upon shipping from our facility.

This is because were shipping from our facility on Long Island to her home, also on Long Island, and a Priority shipping level would deliver a shipment going a distance of less than 25 miles in one day. As such, there was simply no need whatsoever to further upgrade her shipping, as it afforded no additional speed in delivery.

The United States Postal Service advised us that the return shipping label we sent her 8/* was never actually used, and so we have not yet issued the refund, because the return has not been received. The advice that the label was never used was advised by phone and is available if needed for review.

If the customer is disputing the advice of the USPS, who have advised that the label was never utilized by the customer, as per our call to them dated 9/*/14, we are certainly happy to contact them about this and file a claim of loss. We simply request that the customer confirm this, as we will need a statement from her advising this, and we will be happy to move forward with her refund for the returned product.

Review: Dear Sirs:

This is my first order and it is my extreme displeasure that your return policy is 30 Days. Consumer law and the state of California has a 30 day policy.

If someone can can contact me and asset me with a refund that would be helpful.

Cordially,

###-###-####

[redacted]Several email submissions on their website did not go through - no correspondence allowed

* feeling of being ripped off $39.00 (lousy) glasses came out to $143.00 ( not designer glasses ) - OUCH! what a rip of!Desired Settlement: Refund of Glasses

Business

Response:

We received only one email dated Saturday, 7/*/14 from the customer, to which we sent a reply 2 days later, on Monday, 7/*/14. We are unsure why any of his emails did not go through, as we received well over 400 emails during the weekend he emailed, and had no complaints of this occurring with any other customers. His advice implies they did not go through, however, not that we did not respond to them, but we apologize for any inconvenience, and we did respond to the email we received promptly, and when we spoke to him, he could not advise any email besides that one was sent, so in the absence of more information, so we cannot and would not want to speculate as to what happened. We are more than happy to review any forwarded emails he may have sent that we did not reply to, if he wishes to provide them to us.

As per our website's contact page, our posted hours are Monday-Friday, 9AM-5PM EST, and all emails are answered within 48 business hours.

His email and complaint both advise that California offers a 30 day return policy, which is what we also advise is our policy in our posted Worry-Free warranty.

It states on our warranty that the glasses must be returned within 30 days of delivery. We offer a free prepaid shipping label if contacted within 10 days, so perhaps this is where the confusion lies, as that is the only offer with a time limit of less than 30 days.

With regard to the product itself, the customer did purchase $39 frames, but chose to purchase progressives, and upgraded lens with 3 prescription as opposed to 1, and which start at $99 in a $39 frame.

He was offered and declined a lower priced progressive at no extra cost for a total of $99, instead opting to further upgrade the lenses to digital free form progressives, a premium lens. This lens package is an excluded package from our worry-free warranty and is stated as such in the warranty itself, making a refund 50% of the package price, or a remake would be charged 50% of the package price.

The customer used a coupon and the total price paid was $143.95.

During our phone call with the customer on the same day, he advised that he felt ripped off because he paid $143.95 for non-name brand frames.

As per our website, we advise that a $39 frame is included with every order, and the price for his glasses was higher because of the lenses, not the frames. The lenses this customer purchased are higher end lenses and retail for far more than the price paid.

Also, the lenses chosen by the customer carry a limited warranty, which we post on each page of our website. This policy is also available during order placement to ensure the customer has access to this information at any time.

When considering that the frame he selected is one of the more narrow frames we sell, and his measured PD suggests his face is wider than this frame, and because the glasses he returned have been adjusted to where the frame is spread out for a wider face, it is likely that he selected a frame that was too narrow for him, which is not indicative of defective or poorer quality frames or lenses, but rather inappropriate frame selection.

Because he implied at the end of the call that our lenses were made incorrectly, we inspected them immediately upon their being received here today, and found the prescription, Pupil distance and segment height to be made to what was indicated by the customer during his order placement. We also found the frame to be aligned and even.

We are happy to issue an immediate refund as per our posted warranty at 50% of the purchase price, or as a courtesy, a one-time remake into a more appropriately sized frame or different style at a discount of 25% of the package price (higher priced items to be charged difference only).

We look forward to resolving this promptly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

1) ) They prescription, style and value of the glasses are wrong and after expressing this to their representative she was extremely rude and condescending, stating they will do next to nothing for me.

2) In several attempts to return the product on their website, was not responding to any of my email complaints

3) The company 39Dollar glasses has yet to correspond with me directly after sending the glasses back to them for a full refund.

This is my first time experience with this company 39 dollar glasses and the exorbitant fees were no price different than local eye doctor clinic. What is especially disappoint is that this was a referral from a family member.

This experience is extremely frustrating feeling over charged for poor product and the very worst customer service.

If they will not "guarantee" their product and provide a FULL REFUND especially after getting the product wrong and being treated so shamefully than my statement of "Fraud' is justified.

On their website it states they "Guarantee" either they FULLY stand by their or they don't no policy excuses no disrespect from company representative. Guarantee product indeed they do not. What happen to the customer is ALWAYS right?

With great frustration and disappointment,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As previously advised, the customer purchased an exclusionary lens package, which is clearly stated as such on our warranty.

We cannot be responsible for the customer's lens or frame selection, as we are not present during this process, and were not afforded an opportunity to assist him in any case, as the order was placed after hours online.

We have advised that the frame the customer selected, as well as the lenses we made, were made to precisely what was ordered by the customer.

The frame is identical to what is pictured on the website, and the lenses' description is the same as well.

The customer opted to upgrade his lenses to what is advised as an excluded lens package on our website's posted warranty. We wish to advise again that we do offer a fully warranted progressive lens package at a much lower price point.

The frame is warranted against defect or customer damage for one year, as we offer one free frame replacement for any reason at all for one year from the date of purchase, above and beyond the offerings of local establishments.

The lenses themselves are digital free-form progressive lenses, which retail for around $350 on average, because unlike a stock progressive, they are completely custom made to the wearer's specifications, including PD, segment height, and frame choice.

The lenses, as previously advised, carry a 50% refund when returned or 50% remake fee if exchanged. This is clearly stated in our posted warranty, which is offered on each page of our website.

Because we do indeed stand behind our products, we inspected the customer's return for defects in the frame and found none. We further examined the lenses themselves to ensure no defects were present, and further inspected the lenses for prescription accuracy.

We have advised in our initial response that the returned lenses passed inspection, and that a refund at this time would be, as previously advised, 50%.

We have further advised in our response that we are happy to discount the remake fee from 50% to 25%. We simply await the customer's acceptance of either offering.

We have attempted to work with the customer, and have offered a discounted remake in the interest of helping the customer purchase glasses that are more appropriate for him, as we did understand that he did not find that the frame "worked" for him, indicating a possible frame selection error.

While we are unable to issue a full refund for this, we will of course work with any customer in these cases, and have thus offered to remake the glasses for the discounted rate previously advised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

39.dollar glasses name implies the price of the glasses are $39 however in their technical jargon the cleverly over charge for the glasses thus misrepresenting themselves. Point two the product they sent was not only the right prescription, it was not the style or quality that was promised. As the continue to hide behind their misleading advertising and unfair business pratice of their warranty it cause me great distress and feeling ripped off by not receiving a FULL refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I sent a new, unopened pair of eyeglass frames to 39dollarglasses to be lensed. Lenses provided were not produced according to prescription, as determined by local optician and agreed by 39dollarglasses. Refund was issued. However, frames were never returned. 39dollarglasses offered to replace the frames, which I accepted. This was Jan **, 2014. Frames had still not arrived by April *. I had to inquire numerous times during this period, by email and phone, for status updates. Finally on April * the frames arrived and they are the wrong color. The correct color of the frames was clearly specified, both in writing and by sending a copy of the original frame purchase receipt. All of these emails have been retained by me.Desired Settlement: Since 39dollarglasses are not able to obtain the correct replacement for the frames they lost, I believe they should have reimbursed me for the cost of the frames. At this point I am cutting my losses.

Business

Response:

The customer sent us his own frame for lens replacement in mid-December, 2013. We installed new lenses and shipped the completed glasses to him on December [redacted], 2013. He contacted us on December [redacted] to return the glasses due to an issue with the polishing and prescription. His returned order was received on January [redacted], and we inspected the lenses and offered to remake them.

Ultimately, a refund was requested, which we performed and immediately returned the glasses to him on January [redacted], 2014. After several days passed and he had not received the shipment, he contacted us on February [redacted].

We did show record of shipping the glasses, but no shipment information. In the absence of this information and the interest of customer service, our customer service manager offered to procure a new frame for the customer, which he agreed to.

The frame was back ordered from the manufacturer for several weeks, and when we received the frame at our facility, we saw that the frame shipped to us was not in the correct size. We immediately returned the frame to the manufacturer and requested the correct frame be shipped back to us. We advised the customer of this unforeseen delay when we spoke with him by phone on March [redacted].

Upon receipt of the 2nd frame, we verified the sizing was correct, and that the frame was Gold in color, and shipped it off to the customer via UPS Next Day Air. We were unaware until receipt of this complaint that the frame received was the wrong color. Upon review, we see that while the frame sent was Gold in color, there was also a thin tortoise colored overlay on the face of the frame. We do apologize for this oversight, as we were not aware that this color option was even available.

We are happy to correct the situation and return the frame for the correct color, but would require the return the incorrect frames to us for this to be carried out.

Thank you,

Review: I contacted the company twice regarding two pairs of glasses purchased from them that were received in a defective condition. Per the return policy on their website:

"100% Worry Free Guarantee

At 39dollarglasses.com, we offer a 100% Worry-Free Guarantee (certain lenses excluded*). Our objective is simple: to make sure every customer has a wonderful experience purchasing from us. If you are unhappy for ANY REASON you may return your eyeglasses for a full refund on your original order (except shipping, which is not refundable) or a one-time exchange at no cost. (Exchanges for higher-priced items will only be charged for the difference in price). We even provide FREE return shipping!

Simply follow the following instructions:

Contact us by phone or email within 10 days of receiving your eyeglasses. We will happily provide you a Return Merchandise Authorization (RMA) number along with a postage pre-paid return label (domestic First-Class U.S. Mail only). We cannot process or honor returns without an RMA number.

Shipping charges cannot be refunded.

Return package must be received within 30 days of original delivery date. Refunds can only be issued after we have received the original merchandise back.

Returned items must be in original condition in the hard case you received from us. However you may keep any accessories as our free gift.

After the 10-day period, up to 120 days after receiving your glasses, orders are then eligible for a 50% exchange credit or 50% refund.

If returning one pair from a buy one get one promotion, the discounted pair is eligible for a full refund or credit*. If returning only the full price item we will deduct the amount discounted when issuing a refund or credit*.

*Excluded Lenses: All UltimateViewHD™ and Varilux® Lenses. These exceptions are eligible for a 50% exchange credit or 50% refund up to 120 days after receiving your glasses. Exchanges for higher-priced items will additionally be charged for the difference in price from the original pair."

The first contact through email was made prior to the 10-day window expiring. The second was made after as a follow up. Neither correspondence was returned. Now I am stuck with two pairs of defective glasses that I do not have a use for.Desired Settlement: I would greatly appreciate a full refund of purchase price, original shipping, and return shipping (if items are required to be returned to seller).

Reference order number #[redacted].

Thank you.

Business

Response:

The customer has stated he attempted to contact us twice by email. We have located one email in our spam folder dated June [redacted], 2013, but no others. We do apologize for the customer's inconvenience.

Anytime a customer needs to return a product, we are reachable by

phone and Live Chat as well as via email. All emails are responded to

within 24 business hours. If a customer does not receive communication back

from us, it is because we did not receive their initial communication, and we do

encourage the customer to contact us again in these very rare cases.

While we did not receive email, chat or phone correspondence prior to the 10 day period deadline, we trust that the customer intended to contact us, and we are happy to honor a deadline extension, as he did contact us within a reasonable amount of time, based upon the email dated June [redacted], and we have already issued a return authorization accordingly. The products are always required to be returned if a refund or exchange is desired.

As per our return policy, which the customer posted in his initial complaint, shipping is not refundable; however, we are happy to inspect the glasses anytime a customer states a defect is present. If the glasses are indeed defective, we will of course refund shipping.

If the prescription in the lens is accurate to what was entered by the customer at the time of order, and the lenses are as ordered by the customer, with no defects within the lenses themselves, we will refund the purchase price as per our policy, but shipping will not be refunded, also as per our policy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for the response. I would be happy to return both pair of glasses. As stated before, one of the frames was received bent and the other was received with a broken nose pad. However, I did not receive the return authorization referenced above. Please resend.

Thank you.

Sincerely,

Business

Response:

A refund has already been issued in two parts - one for each pair. Depending upon the financial institution, it may take 24-72 hours for the card issuer to receive the funds back onto the payment method.

Thank you,

39DollarGlasses.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Refund received.

Thank you very much. Your assistance is much appreciated.

Sincerely,

This is a great company. I bought a new pair of "Clark" glasses from them. I wasn't seeing great out of the left eye and it my doctor messed up the prescription a little. Expecting nothing, I called them up to see if they could redo just the left lense and 39dollarglasses remade it for no charge even though it wasn't even their mistake. Things like this make people like me a customer for life.

Review: I purchased a pair of sunglasses from 39dollarglasses.com using a Groupon after purchasing a pair of regular vision glasses a week earlier. I entered the exact same prescription information into the online tool for placing the order. The sunglasses were supposed to arrive with grey-tinted lenses in the same style frame (Stuyvesant) as I had ordered with my previous pair. When I received the glasses, the lenses were tinted purple-red instead of grey, and the lenses seem to have been cut differently, resulting in distorted vision when looking through them. Due to the tinting of the lenses, they are virtually unwearable due to having a quasi-3D effect (like the old red/blue lens 3D glasses). I submitted a request to them stating my problem. Their response was that because I purchased the glasses using a Groupon, that the glasses were sold 'as-is' and there was no guarantee, and that they could replace them for another $29.++ dollars. I am not accepting this statement as this statement seemingly absolves them of any responsibility for providing their customer the actual merchandise that they had ordered; a poor stance for a company to take.Desired Settlement: I simply want the glasses I ordered, not the ones that they chose to send me. I want the frame I ordered, with lenses cut like my previous pair with grey tinted lenses. They can have the purple-tented lens glasses back, I don't want them.

Business

Response:

We do apologize for the misinformation, as we initially misunderstood the customer's issue with the lenses.

When the customer initially contacted us by email, based upon his initial advice, we were under the impression that he simply was not satisfied with the thickness of the lens in comparison with his older order. The customer had purchased a coupon code from Groupon, which carries its own stated return policy. As per the policy set forth by Groupon, unless the product is defective, there are no returns. The lenses were thicker than his other order because of the lens type he selected at the time of purchase. This was in no way a defect, and so he was advised that there would be a 50% remake fee to remake the lenses.

Once it was clarified that the lenses were defective and not usable, we immediately issued a return authorization on July [redacted] by email for the customer to return the glasses to us so that the lenses could be corrected.

As of today, we have not yet received the customer's return to make the correction to the lenses as he has requested.

Once we receive the return, we are happy to remake the glasses.

Review: I ordered 2 pairs of bifocal glasses, identical frames with one tinted the other clear. The clear one came nearly 2 months late. After using them for a month, I compared the two pairs and found that the clear ones have a very small reading area and the other pair a suitable reading area. I requested a full refund on the clear pair, as the work had clearly not been performed correctly. The company sent me the following: "This will show the nose position chosen during online order placement. Also attached is a screen shot of our site showing that the nose position is chosen immediately after choosing Lined Bifocals as a lens type." As a consumer, I have no idea that "nose position" affects the size of the reading are on a bifocal, and I am still not convinced this is relevant. In any case, apparently I filled out the form for one pair as "top" and the other one as "higher." This was clearly a mistake that the company should have queried me about: "Do you really want different reading areas for your glasses?" would have been an appropriate question. Again, I don't see what this has to do with reading lens size.Desired Settlement: I do not want to have anything but a full refund. The glasses themselves are made of material that store eyeglass places do not use. Mine are starting to warp.

Business

Response:

The customer placed his order for 3 pairs of glasses on February [redacted], and received 2 completed pairs 2 weeks later, on March [redacted].The last pair on the order was delayed due to a failure during final inspection, and was remade completely, adding time to production, which we did advise to the customer, and which is also advised under our website's posted production times.We upgraded shipping at no cost to compensate him for the delay on the third pair. This was upgraded so that he would be guaranteed delivery to him one day after shipment from our facility.The customer received his final pair on the order roughly 2 weeks later, as per his tracking and delivery confirmation. At no time do we see that any portion of this order took 2 months to receive as the customer states.All pairs were delivered to the customer within one month of ordering, with 2 of the pairs arriving to him weeks sooner. The warranty policy advises that when contacted within 10 days of receipt, we are happy to remake the lenses at no cost. The customer did not contact us until 20 days after receipt, on April [redacted], a time frame which, as per our warranty, does incur a remake fee.With regard to the customer's advice that the pair with the lower bifocal height were a defect in workmanship, when placing an order for bifocals, we ask where the customer likes to wear their glasses on their nose. This is absolutely relevant, or we would not ask. Additionally, selecting two different nose positions in no way indicates an actual error was made in ordering, but rather tells us that the wearer may be intending to use the glasses for different activities which may require less reading in the lenses. The answer to this question tells us with great accuracy where the bifocal line, or segment height, needs to be placed so that the customer can use their bifocals with ease for the purpose that they intend. If the line is placed in the wrong position, the wearer's vision could be impeded. The customer chose two different nose positions for his bifocals, which we do not question, as many customers choose different segment heights to support different uses of their glasses. As a result, the pair he stated he wears “all the way up” on his nose had a smaller reading area, so it would not be in the way when he was using the distance portion of the lenses. Likewise, the pair he chose “Top” or “All the way up” for his nose position had a larger, or higher, bifocal, because this too assured that the bifocal would be accurately placed, as per his ownadvisement.His advice implied that his needs varied for the two different pairs, which we do not question, as this is not at all uncommon, as many customers order their bifocals for varied needs, such as occupationalbifocals. Because of the discounted pricing we offer, we very often provide customers with the glasses they need for their recreational activities, which may require more reading area for some situations,or more distance for others. This was further supported by his purchase of a dedicated pair of reading glasses on the same order. While we are sympathetic that the customer may not have understood what our asking where he wore his glasses, we do provide our phone number and a direct live chat link on every page of our website and directlyadvise that if any customer is having trouble ordering, to contact us directly for expert advice. If there was any question on his part as to the difference between the two, we would have been more than happy to explain, but because he did not contact us prior to placement of the order, we did assume that he understood the difference.We were never made aware until he contacted us that he did not understand the question he answered during order placement, so we were never able to explain this to him in more detail until he contacted us after a month of wearing the glasses.Additionally, his order confirmation, which is sent upon the order being placed, specifically asks the customer to review their order, and if any changes need to be made, or if they have any questions, to contact usimmediately. Due to various vision needs of the customer, the responsibility for accurate order placement, when not directly assisted by a representative, does lie with the customer.Because he was outside of the warranty period, he is not eligible for a free remake of the lenses; however, we always inspect our returned lenses for defect or error in making them, because we do indeed standbehind our products and workmanship.As per our advice when he called, we inspected the lenses for defect. While it was clear that the bifocal was made as his order requested, we took our inspection a step further and inspected theentire prescription and frame, to ensure that every aspect of the glasses was correct. The glasses were ultimately received here and found to have been made accurately to what was originally ordered.Because we have no interest whatsoever in profiting from the customer's error, we offer to remake the lenses at a discounted rate as compared with the original order; however a remake fee covering the lens cost does apply for these glasses, and likewise, because the returned lenses were in no way defective, a refund to the customer's credit card at this time is accurately stated at 50%.

Review: Website advertises 3-5 business days, has been 10 days, informed it will be yet another 5-7. I followed their own websites recommendations according to the index of lens to be used and they now tell me after a 2nd failure at inspection that it needs to be a different index. After 1 unanswered email, and a 16 minute wait to speak with someone I was first informed nothing would be done, then a 20$ coupon on MY NEXT ORDER (insulting), and finally I had the 20$ credit supposedly applied. The business has completed misrepresented what it claimed to be capable of, and I will never do business with them again or recommend them to anyone at this point.Desired Settlement: Either make a reasonable credit or refund my money and let me take it to someone who's interested in providing me with eyeglasses in a timely manner.

Business

Response:

The products we make are completely custom made; thus, we cannot predict or guarantee the time needed to make such products. The production times are posted as typical, and do not take into consideration whether the lens materials were an appropriate match for the prescription and frame selected, as in this case.

A copy of our posted production times are pasted for review below, with advice that lenses requiring more complex processing will take longer:

Orders with single vision lenses are typically processed and completed in 3-5 business days. If you choose lenses that require more complex processing, such as progressive lenses, bifocals, tinting, or other specialty lenses, we will process and complete those orders on average in 5-7 business days. Once the order is completed it will be shipped by the method you have chosen.

Please note that we advise typical production times, and these times are not guaranteed. We further advise that orders requiring more complex processing will take longer. This was the case with this order because they are considered a specialty lens and do come with an Anti-reflective coating, which naturally requires extra processing time to complete. Failures, while not anticipated, can occur, and will in turn delay processing, as the order will need to restart in processing.

After two attempts to complete the order as the customer requested, it was determined that the customer's prescription was too low for the Ultra High Index lens material he opted for. This was what had been causing the delay

We advised that in order to complete the order, we would need to downgrade the lens material to a more appropriate lens material, as he selected a lens material that was offered, but not recommended. The lens materials offered in the prescription entered are provided, and the customer is expected to follow their doctor's recommendations for selecting the appropriate lens material. If a customer makes an inappropriate decision with regard to the lens material, we will advise the customer as soon as we are aware of the situation, and make recommendations accordingly, which we did via email as soon as we were able to determine the cause for the issues surrounding the order. The order was changed and the customer refunded within hours of our determining this issue with the order, and is currently in production.

The customer stated that our website recommended this lens, when that is not the case. The package we ultimately had to change to was in fact stated on the website as the most appropriate package:

Super-Thin & Ultra-light (1.67 Index of Refraction).

Hydrophobic Anti-Reflective and Anti-Static Coating applied to both lens surfaces included at no additional charge. Hydrophobic coatings are different than standard anti-reflective coatings in their increased scratch-resistance and reduction in smudges and fingerprints. This coating alone retails for a minimum of $75.

Good for both moderate and very high prescriptions.

Blocks 100% of UVA and UVB light for maximum protection.

Includes premium Scratch-Resistant Hardcoat and pristinely polished lens edges at no additional charge.

BEST for prescriptions stronger than -3.50.

EXCELLENT for MODERATE prescription strength.

Not recommended for prescriptions between -1.50 and +1.50.

The stronger your prescription, and the larger the frame you choose, the more noticeable the difference in lens thinness will be between 1.67-index and lenses with a 1.60 index and lower.

The Ultra-High index lens he originally opted for shows no information stating this was the best lens:

Ultra-Thin & Ultra-light (1.74 Index of Refraction).

THINNEST LENSES POSSIBLE, no matter how strong the prescription strength is.

Good for both moderate and very high prescriptions.

Hydrophobic Anti-Reflective and Anti-Static Coating applied to both lens surfaces included at no additional charge. Hydrophobic coatings are different than standard anti-reflective coatings in their increased scratch-resistance and reduction in smudges and fingerprints. This coating alone retails for a minimum of $75.

Blocks 100% of UVA and UVB light for maximum protection.

Includes premium Scratch-Resistant Hardcoat and pristinely polished lens edges at no additional charge.

The stronger your prescription, and the larger the frame you choose, the more noticeable the difference in lens thinness will be between 1.74-index and all others.

Please note the 1.67 package was actually deemed BEST for his prescription range, and the 1.74 lens was deemed GOOD for higher prescriptions.

We do understand that the reason the customer opted for the 1.74 lens package, as is commonly the case, is likely because he determined that he wanted the thinnest lenses possible. We made more than one attempt to make the lenses as he ordered, and advised him immediately upon our determining that we could not complete the order as requested. We also refunded the customer immediately for the difference in the package prices and an additional $20 at his request. Due to the already deeply discounted pricing we offer, we cannot discount this order any further.

As of today, the glasses are complete and ready to ship. From the date he agreed to change the order, 9/**/13, the order was completed within 4 days, well within our posted production times. This further illustrates that we cannot guarantee the length of time an order will take, as in some cases, the combination of prescription, frame and lens type will affect the production process and time frame.

When we last spoke to the customer by phone, less than 24 hours prior to his complaint, we were advise that all was well and we should proceed; however, based upon his proposed resolution, we are unsure what he would like us to do at this time. We have also contacted him by phone to inquire as to how he would like us to proceed, and have not yet heard back from him.

Please advise,

39DollarGlasses.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

"Orders with single vision lenses are typically processed and completed in 3-5 business days. If you choose lenses that require more complex processing, such as progressive lenses, bifocals, tinting, or other specialty lenses, we will process and complete those orders on average in 5-7 business days. Once the order is completed it will be shipped by the method you have chosen."

15 business days manufacturing + 2 days for shipping far exceeds what can be reasonably expected by the language suggested for single vision lenses. If the manufacture had such a hard line on what could and couldn't have been made, the language should have been made far more clearly or even a refusal with a suggestion as to the correct material from the beginning of the process.

The business continues to point towards "We also refunded the customer immediately for the difference in the package prices" as if this is a benefit. This is merely the bare minimum that would be expected and I ABSOLUTELY should expect to only be charged for what I ended up receiving.

Business seems to be of the mind that regardless of how poor the service it provides, it deserves to still make a profit, and seems to be suggesting that another 1, 2, even 3 weeks would still be protected by saying "Oh, well your situation wasn't typical, but it will get there when it gets there."

As such, won't be dealing with them again or be making any recommendation about the business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I placed an order for lenses on May [redacted] and sent my glasses out with a personal check (which they said they accept on their website and in the email) the following Monday. They received them on May [redacted] per my tracking information. I received an email on May [redacted] saying it would take as long as 7 business days. I did not receive any correspondence again until May [redacted] when I received an email from [redacted] stating that they do not accept personal checks and that I would have to pay by money order or credit card. I promptly responded with my credit card information. It wasn't taken out of my account so on May [redacted], I went on the live chat and he had to go ask the girl to process the credit card. I was told my glasses would ship by Tuesday, June [redacted]. On Monday, June [redacted], I went online to see the tracking and it said they didn't pass inspection. I went back on the chat and I am being told by [redacted] that the delay was my fault because of the payment issue. The payment issue was NOT my fault - I provided a check like they said they accepted. I received an email 3 days after they received my glasses saying that I had to pay via credit card. I promptly provided that information and it wasn't processed until 7 days after they received my glasses. I had to contact them for them to process it - it was clear it wasn't a priority to process my payment and who knows when it would have been done had I not reached out. I am leaving for vacation on June [redacted] and I need my glasses. This is completely unacceptable that they delayed processing my payment and I am waiting for it now. Don't say you accept personal checks then say you don't. And if you don't, contact me the day you receive my order and tell me you don't - and actually process my payment instead of me having to contact you to do it.Desired Settlement: I would like my glasses to be finished and shipped to me so I have them by June [redacted]. This is not my fault - this is the fault of the business and their employees and I will not stand for being blamed for something that they decided to delay on.

Business

Response:

The customer sent us a frame for custom re-lensing, which we received, as advised, on 5/**. As per our terms & conditions, which the customer was required to read and agree to prior to placement of her order, production typically takes 7 business days, which, based upon the received date of 5/**, would mean her order would have been able to ship no sooner than Tuesday, June [redacted]. Because of the delay with the payment, processing was delayed by one business day, and is shipped today, June [redacted], which is the 8th business day from the date of receipt. A personal check was sent with the frame, which was not in line with our website's advice; as per the screenshot we have pasted to this response, we specifically advise that personal checks are not accepted, but certified checks and money orders are accepted. Please also see the highlighted portion of the Terms & Conditions, where we do ask for 7 business days to produce the order, and advise that occasionally, additional days are required.While we apologize for any delays, we were initially delayed by her sending a personal check, which did result in her order being delayed by 1 business day.Prior to our receiving this complaint, her order was already shipped today, under tracking number [redacted]. This information was also emailed to her directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: They did not process my payment in a timely manner and after the order is placed, it does say they accept checks (see screenshot). They should change this. Saying you accept checks in the email, but putting you don't in fine print isn't something that customers should have to deal with. I received my glasses and I am happy with them, but they should know that it does say they accept checks. Sincerely, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

When checking out, the customer is offered two payment options:One is to pay by credit card. The other is to send a Certified Check or Money Order. These options must be reviewed by the customer, and her selection is required before being allowed to proceed. As per the screen shot showing this portion of her checkout page, the advice that personal checks are not accepted is clearly stated in bold print, and the option she chose clearly did state the following:"I will enclose a certified check or money order (Sorry, no personal checks can be accepted)."While we understand that her email confirmation, received after she made her order, states "will send check or money order" under payment method, because we clearly state that personal checks are not accepted, we did assume that our use of the word "check" would not be misinterpreted, as we did advise during order placement that personal checks could not be accepted.Because this has never been an issue to date with our customers, we were unaware that this could possibly be misinterpreted until this complaint. We have therefore adjusted our email confirmation to now state "certified check" under payment method.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Dear Mr./Mrs.,

The frame of my prescription sunglasses is incorrect sized and asymmetrical.

When measuring the front part of the frame, the right lens does not have the same dimensions as the left lens of the frame (it is slightly bigger).

When I contacted the shop, they told me to adjust the temples.

I answered them explaining that the problem was not the temples, but they did´t answer back.

I have astigmatism in both eyes and because of this problem, my vision is affected.

If I wear the glasses, the axis is tilted and I am experiencing headaches and ocular pain.

I am an ophthalmologist and I consider this an important vision health issue.

Thank you.

Sincerely,

[redacted]Desired Settlement: Full refund.

Refund of the cost of sending the glasses back

Business

Response:

We offer a worry-free warranty, allowing the customer to return her glasses for ANY reason.Her original advice was that the frame was sitting on her face crooked. We initially advised, based upon our understanding of her email, that an adjustment should resolve this, or we could send a frame replacement.Her second email clarified that there was a variance between the two lenses, which allowed us to better understand the situation and we accordingly issued a return authorization. We will resend the return authorization, since it appears she has not received it, based upon her complaint. She is welcome to return the glasses for a refund; however, we will not be able to refund her return shipping, as we cannot refund beyond what was paid to our company. Additionally, as per our posted warranty, we do not refund shipping, as it is a service rendered, and we do offer alternate resolution with a remake of the order.As per this warranty return shipping is paid for US customers only, as our labels are advised as being domestic US first class mail, which would not work in Spain for return shipment.As per this warranty advice, return shipping is not offered for any international customer. Since she has stated she would like a refund, as per our warranty, which offers a free remake at our cost, or a refund less shipping, her refund will be issued, less the shipping costs, upon her return of the product to us.She is, alternatively, eligible for a free remake, which we are happy to perform for her, as per our Worry-Free Warranty.