39dollarglasses.com

Review: Need to return a pair of sunglasses to get a lighter tint. To return them requires getting an RMA number from them via their online contact form. I have submitted about 4 of these to date and still no reply back from them. The longer this goes on the longer the return time period gets.Desired Settlement: I would like to have the sunglasses exchanged for a lighter tint but if they are going to be obstinate about responding then I would rather just have a refund of my item and find another business that has good customer relations.

Business

Response:

As stated when submitting the form on our website, response will take 1-2 business days. The customer emailed us after close of business on Friday, 1/**/15. Her return authorization was sent to her this morning, 2/*/15, which was 3 business days after the request was originally received.We did close early on Monday, 2/*/15 due to severe weather in New York, and so we apologize for the slight delay in response.

Review: I bought two pairs of glasses from this company (on a buy one, get one 50% off), both of which had defective lenses. I returned one pair (correctly deciding it was not worth the hassle returning both) and after a phone call with the company, they convinced me to pay an additional amount to try to get a new pair of lenses made, with an assurance that if the second attempt did not work that I was entitled to a refund. In fact, there is evidence on the recorded phone call that the representative implied that I could receive a refund. The second attempt did not work and I returned that pair again within the time frame, but after numerous attempts at receiving my rightful refund, they have not provided it.

An extended recent phone conversation with a sales representative got no further. They indicated that the sales person never intended to indicate that I was due a full refund on the return. If a full refund was not possible in the first palce, I never would have paid the extra money to have the second attempt at lenses being made (throwing good money after bad). Instead, I was misled by their sales staff and after multiple email and phone attempts, this matter has not been resolved. All I have received was a $10 refund on purchases that is close to $120 I have spent out of pocket. In addition, the pair of glasses that I did keep (to avoid further hassle with returns) needed to have its lenses completely replaced, requiring me to spend even more money.Desired Settlement: I would like a full refund on my purchase, without any money being taken out because they indicated that it is a "second attempt at return." Giving the extreme difficulty I have had with this company, I also don't that they should take out the 50% from the promotion since neither pair of glasses was usable.

Business

Response:

The customer placed an order for two pairs of glasses and contacted us on April [redacted] to return only one pair on the order, stating that one lens protruded from the frame more than the other lens. We did advise at that time that we would issue a return shipping label and check the returned glasses for defect. We also advised that due to the strength of this prescription, one lens may indeed protrude from the frame, as there was enough of a variance between the two eyes to cause this. The customer also advised thathis wife was experiencing some blurriness in the right eye, which did have the higher values for correction.Upon our receiving his return, he contacted us to upgrade his lenses. The representative who took his call spoke directly to our lab manager about the lenses, who inspected them a second time and advised thatthe lenses were installed correctly, and that the prescription did match what was ordered.The customer, after being given the options for refund of the purchase price, or a remake and upgrade to a thinner lens package, opted for the latter, and paid a discounted upgrade fee also, as the value ofthe upgrade was $40, and he paid $20. This remake/upgrade did constitute his one-time free remake under our warranty, as stated.He inquired about and was advised that if he wished, he could return the 2nd make (as we do accept remade orders for partial refund), in line with our posted warranty, which states that a refund after a remakeis at 50%. We did not imply a full refund at any time except during the first call, because he was indeed eligible for at that time. After receiving the remade pair, he contacted us again, advising the righteye was still blurry. We again advised he could return the glasses, and provided him a second return shipping label. Regardless of our policy, we do inspect all returns for partial refund to ensure thatwe are properly assessing the refund, as we certainly would not want to issue a partial refund on a pair of glasses we made incorrectly. While not stated in our warranty, this is an added measure we take toensure we are being fair in our assessment of a refund.We inspected his 2nd return, and found them again to be made accurately to what he ordered. The customer advised he desired a refund, which was promptly issued, in line with our warranty, which is posted on every page of our website. He was also directly provided with it in print on atleast two occasions, as it is also included on each return/exchange form he filled out and sent back with his glasses, taking up the bottom 1/3 of the page.Our refund calculation is based upon the total he paid for the returned pair, which totaled to $108.95. The 2nd pair, priced at $88.95, was discounted by half, making the total discount $44.48.Once he returned the 2nd pair we made, he was subject to a 50% refund, which was $54.48, or half of the $108.95 originally paid.Additionally, as per our warranty, which states that if returning the higher priced item on a “Buy One, Get One 50% Off” offer, then the discounted amount will be deducted from the refund. This was the higher priced item, at $108.95, so the refund of $54.48 was issued less this $44.48 discounted originally, leaving a refund balance of $10.We have pasted the warranty here for review, and have also attached the return form, which he was provided with and returned to us filled out on two occasions.100% Worry Free GuaranteeAt 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 originalorder (except shipping, which is not refundable) or a one-time exchange at no cost. (Exchanges for higher-priced items will only becharged 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 willadditionally 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]. I still disagree but realize it is not worth pursuing further.

Sincerely,

Review: On April ** I placed an order to relense some Prada sunglasses, and a pair of Gucci prescription glasses and they received them on the ** and processed them on the ** of April, here it is May [redacted] 2015 and I still don't have any glasses. I called into customer service and they just push you away I keep receiving the same answer that the lense in both frames failed numerous times, first ive ever heard of it, but things do happen. I called to cancel one after I was told it failed for the 3rd time, and waiting to hear something about the Prada sunglasses. I just want my frames and money back expedited so I can get them to a business the does real business.Desired Settlement: Glasses return quickly and cut my losses, and being that I prepaid for shipping I should get it sent back express for free since its not my fault they cant do what they advertise and are paid for

Business

Response:

As per our advice by phone, email and Live chat to the customer at the outset, production using his own frame is a 7-10 business day process, depending upon His frame was received by us on 4/**/15, as per the email we sent to him on that date. As of this writing, we are at the 13th business day. This was due to failure during production, which was advised to the customer. The customer requested we cancel his order using the Gucci frame and clear prescription lenses this past Friday, and his frame, as per our advice that we would do so today, has been returned to him. This order has also been refunded in full. The customer is correct that we experienced more than one failure on this pair, due to the higher prescription strength and choice of a semi-rimless frame.The other pair, using the Prada frame and polarized sunglass lenses, experienced only one failure, and was completed this morning.As per his directive to NOT cancel this order unless it failed again, will be shipped in completed state with the prescription lenses installed today, in line with our advice made to him this past Friday.The glasses have been sent back via Priority mail.

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,

There was an issue with ordering on their website. Tried to let support know via chat and was given an attitude. There was an issue with ordering certain lenses with certain frames. The website didn't let you know that certain frames won't work with lenses. It just gave an error and wouldn't allow you to make the purchase. I tried to explain that it would be beneficial to have that message pop up to save people the trouble and how it also would probably make their sales go up. I had already ordered another pair so I explained this to them and they waived the 2nd shipping fee. Fair enough. Anyway, I get the glasses and one of the pair had a nose piece fall out. I noticed there was no screw. It either fell out, wasn't tightened or was never put in. Tried to explain my situation to them and I was given an attitude. They told me they would overnight me new frames and I could fix it myself. They acted like this was a courtesy. When I asked for them to do more for me, I got a response saying "[redacted]?" This angered me. Who are they to tell me what glasses I should be using and for what? The next thing I know, the tech ended the chat. I asked MULTIPLE times to speak with the owner. No dice. They claim they can't give out that information. I asked for emails, phone numbers, etc.. Nothing...they wouldn't budge. I then placed a phone call and couldn't get in touch with anyone. I have never had customer service so atrocious in all my life. I am still angry over this. This place needs to be reprimanded for how they treat people. It's an utter disgrace.

I ordered frames for my kids from amazon and sent them it to be re lensed. I then received an email that 2 of my kids frames had broken during the process. I was upset because I had ordered them name brand frames and they replaced them with off brand frames. I wanted my money back for the frames that were broken but instead they were replaced with their frames.

Review: I ordered a pair of prescription sunglasses through 39dollarglasses.com. When I received them, the frames turned out to be too small/narrow to block out much sun. I contacted them within the stated 10-day window to request an exchange for a larger frame. When I received that pair, it still had the same issue, and there were no other frames that were large enough to block the sun while still fitting the narrow bridge of my nose. I contacted 39DollarGlasses within 10 days of receiving the second pair, as stated in their policy, to request the return authorization number. At that time, they informed me that I would only be able to get a 50% refund. The way their "Worry Free Warranty" is worded made me think that the 10 day window applied to each pair of glasses I received, and I held up my end of the bargain by contacting them within 10 days of the receipt of each pair. However, their customer service department said that the policy is different for exchanges. I don't think that's clear, considering the way the policy is worded, and customer service was unwilling to work with me to resolve the issue.Desired Settlement: My desired outcome is a 100% refund when I return both pairs of sunglasses. I'm sure 39DollarGlasses didn't intend to mislead customers by the wording of their policy, but it IS confusing and misleading, and I don't think I should be punished for that confusion. If I had understood the intent of their policy, I would have placed a separate order for the second pair of sunglasses in order to get a "new" 10-day window with that pair. I recommend revising the wording of their policy to make it clear what exactly applies to "original purchases" and what applies to "exchanges."

Business

Response:

We apologize for any confusion that the customer may have had, but we do specify in our warranty that the offer to fully refund or remake at no cost is one-time, and on the original order. After the original order is remade, subsequent remakes are charged a 50% remake fee, and likewise, refunds after the original order is remade are issued at 50% of the original order.The customer utilized the exchange at no cost on the original order, and then requested to return the remake order because the frame style did not work for her. Please note that the orders were returned due to the customer not liking the style for sunglasses. Neither pair were defective in any way.We do assume that since we advise of a "one-time" exchange at no cost, or a full refund on the original order, that this is understood to mean that subsequent remakes are not also free, or that a refund after a free remake will be in full. As per our warranty, which has been in place for several years and is pasted below for review, the original order is able to be returned for a refund or a one-time exchange at no cost; once the order has been remade, subsequent returns are able to be refunded at 50% of the original order, or a remake will be assessed a 50% remake, or exchange credit.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 customer's return of both pairs of glasses was received yesterday, and in line with our warranty, a 50% refund has been assessed for the refund amount, due to the order already being remade once at no 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:

The additional clarification from the business helps to make the intent of the wording in their warranty more clear. However, their intent isn't clear in the actual wording, which is what I used when I made my decision about whether to return or exchange. If the warranty wording had been more clear, I would not have exchanged the original pair - I would have just returned it for a full refund and purchased a completely separate second pair, which I could have then returned for a full refund.In the "instructions" portion of the warranty, it does not say that the 10 day window for making a decision about whether to keep the glasses ONLY applies to the original pair. This is where the wording of their warranty is vague and confusing. If this wording had said "...within 10 days of receiving your original pair of glasses" it would be more clear and I would have made a different choice.I'm asking that the business (1) recognize that the wording of their warranty could be clarified to make the intent and process more clear, and therefore (2) refund me the full cost of my order - just this one time - because that was what I honestly believed would happened by following the instructions as they were worded. If the business is willing to do this, I would still be willing to be a customer and to recommend their products/services to others because the rest of my experience was positive.

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

Sincerely,

Business

Response:

We apologize once again for the customer's confusion; however, the wording of our policy does clearly state that the warranty applies to the original order. The warranty as it is written states that the full refund or remake at no cost is on the original order, and if it were intended to apply to all orders including remade orders, we would not advise that the customer is able to have their original order refunded or remade at no cost.Additionally, the policy specifically states that the original order is warranted more than once. In addition to the instructions portion of our warranty that the customer advises in her response, we direct the customer to the first paragraph:"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"It states Our warranty offers a free remake for any reason with no restocking or penalty to the customer on the original order, in our ongoing effort to provide our customers with a remake in case there is a change required to their original order. However, because we do incur costs for offering one free remake for any reason, a refund after we have remade the order is advised at 50%, and a remake is likewise assessed a 50% remake fee.

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:

This process is not helpful. The business is digging their heels in about the wording of their warranty and the Revdex.com is not doing anything other than sending emails back and forth, which is what was happening before I filed the complaint. I'm not sure where to go from here. The business is not willing to budge or admit to any confusion/misleading wording in their warranty; yet, I am a smart person and I found it confusing/misleading. It seems the only outcome here is that the business will keep my $90 and will lose me as a customer and I will share my unfortunate experience with other people and recommend against using this company. The whole thing is really a shame.

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

Sincerely,

Review: I first placed my order on Jan. **, 2014 and received my order on Feb. ** and I found that the left side of glass lense was not polished.

I contacted the customer service on Feb. ** and they sent me a prepaid shipping label to send it back to the company.

I mailed it out on Feb. ** but it did not delivered to the company untill March ** because the prepaid shipping label had incorrect address barcode information so I had to contact local post office and corrected the problem.

It was finally delivered to the company on March ** and I contacted the company today and it is still not ready yet.

I do not know how long I have to wait longer to get my glasses back and I am really disappointed their services.Desired Settlement: None

Business

Response:

The customer contacted us upon receipt of his order, advising one lens was not properly polished.

We provided a return shipping label at that time, and he returned the product to us to have the problem he described corrected.

As per the return tracking information provided by USPS, the package was mishandled during transit, which was corrected upon our learning of the issue and contacting the United States Postal Service.

Unfortunately, because we do not have control over the practices of the United States Postal Service, on the rare occasions packages are mishandled, we do contact them to attempt to locate the package and have it delivered in a timely manner. Because the customer's order was to install new lenses into his own frames, we had no option but to await the delivery of his returned glasses in order to make the necessary corrections, as this was a custom job.

We received the return at our facility on March [redacted], and the [redacted] inspected the lens, corrected the defect and returned the glasses to the customer on 3/**/14. The item was shipped to him via USPS Priority Mail, under delivery confirmation number [redacted]. As per the attached tracking page, delivery was confirmed on 3/**/14 at 10:23 am, shortly before we received this complaint.

Review: I placed an order on 2/**/2015 and have not received it yet. Almost 4 months ago. I have called and emailed several times. Every time I am told that they messed up the glasses and the order had to be re-done again and it will take longer. I have ordered from the in the past with excellent results. I don't know what happened to this company but it sure isn't what it used to be.

In the meantime, I had to get eyeglasses somewhere else, defeating the purpose of trying to save money by using them. I have even asked them to refund my money since I had to buy from another company, and they refused. At this point,given the amount of time and their obvious inability to make the glasses after several attempts, the right thing for them to do would be refund my money.Desired Settlement: At this point,given the amount of time and their obvious inability to make the glasses after several attempts, the right thing for them to do would be refund my money.

Business

Response:

The customer made his purchase on February [redacted], and the order was shipped from our facility on March [redacted], well ahead of our typical production time frame.As per our worry-free warranty, we ask that if there are any issues with the customer's new glasses to please contact us within 10 days to receive a prepaid shipping label, and the product must be received by us within 30 days of receipt to be covered for a free remake. After the 30 day period, we do advise that a refund or remake is at 50% of the original price.The customer contacted us on April [redacted], over 30 days after receipt, to advise that one lens felt off in terms of the orientation of the lens.We advised that while the order was out of warranty, we would issue the authorization to return for inspection, and if they did not pass our inspection, that we would remake at no charge. However, as per our warranty, a refund back the customer's card would be at 50%. We received his return May [redacted] and inspected the lenses. We found the segment height on one lens to be slightly off, and began a remake as per his agreement. The customer opted to have the glasses remade, and we began the remake on May [redacted].The frame selection made by the customer was ill-suited for progressive lenses, and after several failed attempts on our part to produce the lenses to our own satisfaction, advised the customer to change his frame selection to a taller frame that was more suited to progressives. We upgraded his shipping to ensure he received them as soon as possible upon completion.We did experience difficulty producing his lenses, which we have apologized for. At this time, the customer has been in possession of the remake order for one week, as it was delivered to him on July [redacted].If the customer is not satisfied with his remake order, he is able to return the order as per our warranty.

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: According to their company return policy, my order is covered 100 % worry free however they are not honoring their own return policy:

"[redacted] "

And in order to obtain this I have to send the item back within 10 days of receiving and I have followed the instruction as the company says here:

"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.

Yes I was charged 50% of the return amount of my exchanged glasses. According to the customer service representative, the language has been reviewed by their "legal department" in which when I asked for the contact information of the legal department they are not willing to provide.

It is clearly written on their return policy that if I return the item within 10 days the 100% Worry Free guarantee applies, yet they are refusing to honor their own return policy.

Currently I have been charged 50% restocking fee of my purchase ($61.41) of my exchanged item and they are not willing to accept that there is a loophole on their return policy and can't be charging customers with restocking fee if the item is returned within 10 days.

[redacted]Desired Settlement: Refund the remaining amount plus the store credit back to my account

Business

Response:

As indicated in our posted warranty, the Original order is eligible for a full refund or one-time remake at no cost.It is clear, based upon the customer's complaint, that she misunderstood a remade order as her original order, which we have never had issue with a customer misunderstanding prior to this complaint, but the advice of a one-time exchange is also made in the warranty, to avoid any confusion.Subsequently, after that initial period, a remake or refund is advised as offered at 50%. Because the customer returned her original order and opted for the one-time remake at no cost, her return of the remake order did result in a 50% refund.Here is our entire warranty, as the customer posted only part of our warranty in her complaint: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 when your order was delivered. We will happily provide you a Return Merchandise Authorization (RMA) number along with a pre-paid postage 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 [redacted] and [redacted] 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 be charged for the difference in price from the original pair plus a 50% remake fee.

Review: I had purchased glasses at the end of April. I received my glasses on a timely basis (about 5-7 days). Once they arrived I realized I had purchased the wrong lens package (they were polarized lens; I meant to order transition lens.); that was my misunderstanding at the time of ordering. I contacted 39 dollar glasses and they informed me I could return them or exchange them. They sent me an e-mail with a return paper to fill out and a return postage paper to print out and attach to the package. I did so. 2 weeks go past and I have yet received my glasses. I get on to check the status of my order. My new order which I paid an additional $32.90 for is still pending. I clicked on the word pending and in response it said that my glasses have not passed inspection (which my prescription was never verified through my eye doctor) and I would no longer receive update status on my order. Another week goes past (now its 3 weeks) I get on once again to look at my order to see if anything has changed. It still says pending. So I finally contact someone on June [redacted] which was a Tuesday in 2015. I talked to a gentleman named [redacted] (his computer went down ) and then a lady named [redacted] helped me. I asked them what's going on with my glasses. She informed me they have not been passing inspection. One passed inspection that morning and was due to be shipped out and the other failed inspection that morning. They informed me that the new lens would be installed today and if it passed inspection (IF) it then too would be shipped out. At this point I have waited over a month for my "correct" glasses to arrive. (im almost blind with out them) Im fed up and asked for a refund on June [redacted] 2015 at about 10:37 am. [redacted] (they lady from 39dollar glasses) informed me she will refund my money immediately. I was told it would be processed at the end of the business day (June * 2015). She also informed me it would take about 2-5 business days for it to show in my bank account. (which I knew) I asked [redacted] for a confirmation number of my cancelation. She told me they do not give confirmation numbers on refunds. (which I thought was odd but I said ok). Friday June * 2015 rolled around and I still had no pending transactions in my bank account from 39dollar glasses. I then got on once again and talked to someone about the issue. I was once again told it was canceled and it was being refunded and at that point it was all on waiting on my bank. I also confirmed with [redacted] that I was getting back the 32.90 (lens exchange package) and my original order of $247. something. I told her that would be a total refund of $280 and some odd cents. She looked into it and said yes. I waited through the weekend. Monday June * 2015 (4 days (business) after I was told I was being refunded) rolled around. I checked my account in the morning and I still didn't see anything. I then actually contacted my bank. They informed me that nothing was pending either and they never received anything. I then got on again and contacted 39dollarglasses. I talked to [redacted] again. He went back and looked at my account. He told me it was canceled or processed that morning. Right after I demanded to talk to a supervisor. Once the supervisor ([redacted]) got on she proceeded to tell me that I should have JUST received email CONFIRMATION (which I was told they don't give confirmation on returns on June * 2015) that my refund was processed. This was all done after I told them I was going to go to the Revdex.com, Police and the [redacted] of the company. I asked [redacted] for the [redacted]s name and number. She told me [redacted] ###-###-#### (which is customer service). On my lunch break on Monday June * 2015 about 11:45am I called the 1800 number provided so I could talk to [redacted]. The [redacted] told me this is a call center. I informed her that the lady I talked to ([redacted]) online gave me this number and told me to talk to a [redacted]. She said hold on please. She came back on and asked may I ask who's calling and from where. I just said PA. She said one moment please. Came back on and said he is on another call. I asked to be sent to his voice mail. She told me this is a call center and she can not do that. She asked if I would like to talk to a supervisor. I said yes please. Low an behold [redacted] gets on the phone and goes " this is [redacted] speaking; is this [redacted]" (I didn't even say a word yet) I said why yes it is. I asked once again if I could talk to a [redacted] SHE told me "oh he's NOT in the building right now." "what can I help you with" (chuckling) I said id really like to talk to [redacted]. She said "would you like me to leave him a message and have him call you back (chuckling) I said yes please; are you actually going to let him know I called and I have some complaints and he will call me back. Laughing; she said yes. I'm still waiting for my refund. I have never EVER been treated like that. I've worked in retail for over 13 years and they way I was treated was down right rude. I was being told I was lying and everything.... I have my chat transcript (except for Mondays ([redacted] exited and shut down the chat transcript before I had a chance to get a copy)Desired Settlement: I want the truth about and of my refund of the total amount. (both orders) That's alls I want. And for customer with complaints should not have to complain to the same person they have a complaint against.

Business

Response:

The customer placed her order at the end of April and received it in early May.She then contacted us and returned it to change and upgrade the lens package, on May [redacted]. We received her return and upgrade payment and began her remake on May [redacted]. We wish to point out that as with any product returned for a change on the part of the customer, regardless of the date originally ordered, the production clock is restarted, as the order is being remade as a new order. Because she paid for the upgrade on May **, that is the start date of production of her requested remake order, and is not impacted by the original date of order. As per our posted production times, production for these lenses typically takes 4-7 business days, because they are special ordered. She contacted us on June *, the 7th business day of production, to ask for status. We advised that we expected one pair was expected to be completed that same day, and the other the next day, which was the [redacted] business day of an estimated 4-7 business day production window. Despite our advice of shipment that day, she advised to cancel the order. To specifically quote what was stated:10:48:48 AM [Representative] Thank you for your patience [redacted]. I do see that today is the 7th business day. Pair 2 on your order is expected to be completed today. As [redacted] has advised, pair 1 did not passfinal inspection. new lenses are being created. 10:51:42 AM [[redacted]10:51:48 AM [[redacted] 10:51:55 AM [Representative] I am sorry you feel that way. I will cancel the order immediately. 10:52:15 AM [Representative] The refund request will be submitted by the end of business today. Depending on your bank, it can take up to 3-5 business days to reflect on their end from the date it is issued on ours. Please note that there was no specific advice that the refund was to be performed that day. (This is where we believe the misunderstanding began, and we have apologized several times for this, as seen in our chat which is attached)On June [redacted], the customer contacted us to ask for the specific amount being refunded.We advised that the refund would be in full, and the customer asked if the refunded had been performed on June [redacted]. We very clearly advised, and it was confirmed by the customer that:10:56:43 AM [Representative] Thank you for waiting. The amount that I can calculate to be refunded is $280.65.10:57:09 AM [Customer] [redacted]10:57:31 AM [Representative] It was submitted Tuesday yes. This is expected to be issued on our end by the end of business today. 10:57:49 AM [Customer] [redacted]The customer is correct that her refund was performed on June [redacted], the following Monday. We have apologized for the delay of one day, as we did absolutely expect the refund to be completed on Friday, June [redacted], but we did not complete it until Monday, June [redacted], as advised, and for which we have apologized to the customer.We do wish to directly the address the customer's claim that she was laughed at or somehow mistreated when she called into our customer service center. We have attached that phone call for review.During her chat we clearly advised that the best number to reach the owner would be our customer service number, as we do not have a switchboard; only a call center. As an online company, the bulk of our communication is via Live Chat and email, and we do have an inbound call center. The owner does not have a voicemail box, but we are able to get a message to him when needed. We advised the customer when she requested this information that we could not ensure whether he would be in the office when she called but that she could certainly call. When she called in 2 hours later, he was not in the office, which was advised, and the customer service [redacted] took over the call as the senior member of management, and the most qualified person to assist her. She refused to speak to the [redacted], so the [redacted] offered to take a message. In review of the chats and her phone call, there was no instance where a member of our customer service or management team laughed at the customer, told her she was lying, or otherwise mistreated her. We have attached the entire chat from June [redacted], as well as the related phone call, for review.

Review: I ordered glasses from 39dollarglasses.com. The price was a lot higher than $39 but was lower than a local glasses vendor. I completed the order form after I called customer service to clarify the PD setting. My prescription showed an amount of 34.5 which was not a setting on the web site. I was told the settings can be added together and the call center downplayed the importance of the values. So I entered 69 and 66. I waited two weeks and received the glasses I ordered. I could not adjust them to a point where I could see out of the midrange or reading portions. Customer service blames me for marking "nose position: top" on the order. I cannot confirm this field on their web site. It was on an invoice that they sent me. They offered to fix it only if I paid them to do so. My glasses cost $183 and fixing them would cost $90.

I went to a local vendor and had my PD readings checked. It turns out my Distance PD is 36 in the right eye and a 37 on the left. I ordered glasses from the local vendor (different from the first I compared prices at) for $170.

DON'T order from this company unless you have a basic simple order. Part of my problem was a PD error on my prescription. Part of it was bifocal position on the lens.Desired Settlement: I believe initial call center representative should have stressed the importance of the PD values instead of telling me they weren't that important. I believe they could have handled my complaint at a lower or no cost. They were unwilling to work with me at all except to give them more money when the glasses they sent me were unusable.Replacement

Business

Response:

The PD setting of 34.5 is indeed an option in our website's PD entry field, as we offer a place to enter two different PD measurements. This is indicated by clicking the box that says "I have 2 PD numbers".Additionally, we have pulled all calls, and at no time was the PD "downplayed", as the PD is critical to making glasses. However, it is advised that if the PD is the same for both eyes, it certainly CAN be added together. In every case, the customer is responsible for accurate order entry.The customer advises in his complaint that the PD of 34.5, which was on his prescription and therefore measured and provided by his doctor, was not correct, and was in fact much different than what he ordered from us, and on its own explains his inability to see, and which would on its own require a remake fee. Please note that the segment height would simply lower the prescription in the lens; it would not make the intermediate portion unusable.Additionally, the nose position of "TOP" is also clearly specified as a selection after the prescription is entered when ordering progressives and lined bifocals, specifically. We are unsure how the customer is not able to confirm this information, as this was also listed on the order confirmation he was sent. The location of the segment height, which is would have made the reading lower in the lens, would not cause his to not be able to use the intermediate portion of the lens as described - that would be directly and solely related to the PD that was provided incorrectly by his optical shop.As per our Worry-Free Warranty, which is posted on every page of our website, exchanges of HD digital free-form lenses are subject to a 50% refund or remake fee if returned, and the customer was correctly advised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I spent hard earned money and received a product I cant use. I will ask for half my money back as allowed per company policy.

Sincerely,

Review: Sent frames with old lenses to them to re-lens received an email a few days later that they were unable to do it and they would mail back my frames and issue a refund.Well that was 4 weeks ago.It took me 4 weeks of them not responding to emails or phone. Finally someone answered the phone and said they would issue the refund today still not done,however they did not know what happened to my frames.They had no tracking number and said they would send me pictures to select another frame.I want my refund and my frames returned they were expensive frames and I can not believe thy lost them.Terrible customer service 4 weeks to get them on the phone?Desired Settlement: I want a refund and my frames returned

Business

Response:

We are unsure how the customer has arrived at 4 week timeline since we advised we were returning his frame, as his order was placed less than 4 weeks ago, and we advised him via email on 4/** that we could not use his frames. He advised us 5 days later, on 4/** that he would like to order canceled and the frame returned. Regarding our response to his contacts with us, we offer the option to leave a voice message at any time, allowing the customer to not wait on hold if we are experiencing higher than normal call volume, and we also offer Live Chat. Despite these other communication offerings, we have been corresponding solely by email throughout the entire process, with the exception of his call to us today, and all emails he sent were answered within one business day or less. Our last communication was 4/**, when we advised, via email, that we were returning the frames as per his emailed request from that same day, which was in fact less than 2 weeks ago. Until we received his email dated 5/* after close of business, we assumed he had received his returned frames, and were unaware there was any issue with regard to the return shipment until he advised us this was the case.The customer is correct that we are unsure where his frames are currently, as the tracking for the shipment is clearly not available.This is specifically why we offered to replace his frames as soon as we were made aware of the situation.We did speak to him by phone today, and advised that while we did ship back his frames as requested on 4/**, we were unable to locate tracking, and therefore would be happy to replace the frame for him. We have issued his refund as promised, and he currently has the receipt showing that this refund was completed, as promised.As per the customer's advice in his complaint, we are working with him currently to replace the frame, (not select another frame as he states, but to replace the exact same frame), but because we do not have the frame model number or sizing, we cannot replace the frame without his input. We are fully aware of the style and price point of these frames, we simply require the specific sizing and model, so we can be sure we replace the frame with an identical one.Additionally, because the customer himself also does not know what model the frame was, or its sizing, we have offered to send him photos of the various models of the style frame he sent us, so he can assist in the replacement of his frame. This further confirms we are in process of resolution with him.

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]

I was not asked the size of the frame, I expressly told them that the frames I sent them had prescription lenses in them, they were not blank they did not respond to emails.The pictures they sent do not state any sizing nor did they ask me as I am not an optician. I have been a regular customer with them spending hundreds of dollars and this now becomes my problem of getting non specific blank frames returned Also I communicated via their live chat and still was not contacted.Here is the size 60 19 140 they can send me blank frames I will deal with the lens.When I receive the replacement frames I will consider the matter closed

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

Sincerely,

Business

Response:

While we appreciate the sizing being provided, we also requested the model number of the frame, as per our prior response, and also as per our conversation with him. Because he could not tell us the model number of the frame he sent us, we sent him photos to choose the frame, and we are currently in the process of locating and procuring the frame for him, as promised. One online provider did not have the frame in the color he sent us originally, and so we did have to cancel and repurchase the frame elsewhere. We expect the frame within the next few days, and we will ship it immediately upon our receiving it here.

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]

There response that the frame was unavailable and that I should have told them the frame style number is hard to believe.had it not been for my public complaint on [redacted] they would have never responded.they have never acknowledged that they lost my eyeglasses and somehow the delay is my problem.being that I could have told them they were 18k Hermes frames you would thing that they would have expedited this Also they never once mentioned the lenses that were in them as all I wanted to do is remove the bifocal .if I receive the frames sans my lenses I will drop this claim and chalk it up to incompetent employees there. If I do not receive this marginal replacement the matter will be escalated.

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

Sincerely,

Review: The anti-reflective coating on my glasses has come off after 9 months, far before the coating on any other glasses has come off. I initially contacted them by email approximately a month ago about this issue, and received no response. I contacted them on the phone, and was initially told there was nothing they could do, then was eventually offered a $15 off coupon. When I replied that this was unacceptable, I was transferred to a supervisor, who eventually offered to have me send them back for testing for a manufacturing defect. She also said that manufacturing defects don't show up more than 30 days out from manufacturing, and was unable to tell me what criteria might be used to determine if the fault was theirs. Given this, I am unwilling to return glasses that I use regularly (even though they are difficult to use) just to be told again that the return was more than 30 days out. I am happy to return the glasses for them to verify that I have not used cleaners on the glasses and caused the problem myself, but this was not what was offered.Desired Settlement: Replace the lenses that have performed far worse than any lenses I have previously experienced. They would be welcome to test my lenses to make sure that I have not mistreated them.

Business

Response:

The customer was offered the opportunity to return the glasses for inspection, but because more than simply using chemicals can cause the anti-reflective coating to flake and come off, it could not be offered to remake the lenses at no cost for him prior to our inspecting the lenses. The order, being over 9 months old, is no longer warranted, and so we did advise this during his call. This coating can flake and come off for several reasons, and so we did advise he could return them to be inspected before we could make any possible determination of what the problem is. As he was advised, it is not common for a defect to take 6 or more months to show; typically, a problem with the Anti-Reflective coating at this stage is due to scratches, exposure to heat or cold, or chemicals such as harsh cleaners, hairspray, or other unknown chemical agents, all of which can and will compromise the coating.Typically, the coating, when defective, does not simply flake off, as that is more indicative of damage to the coating, and not a defect.As per his advice that the coating was flaking during his call, we did correctly advise the customer that there was likely no defective, and therefore very likely was not covered, but that we would be happy to inspect them to be sure, as we do any time a customer has a concern. This was never refused. We could not, however, promise him a specific outcome, such as a guaranteed remake of the lenses at no cost, before seeing the lenses. A return this far out of warranty is atypical, and must be reviewed and approved in advance, and so we look forward to the customer's return being received for inspection.

Review: I ordered 1 pair of glasses in December *, 2015. When I received that pair, I wore them for several days before I noticed a mark on the left lens (interior side, not exterior side). When I used my finger nail to see if it was a hair, the scratch became worse.

I returned the original pair, asking for a remake. Was told it would cost $74.45, which I agreed to pay.

Due to incompetence at the company, the remake was done twice. I was charged $74.45 twice, and sent 2 pairs of glasses in different shipments. When I tried on the first shipment, the first remake pair had another scratch on the left lens. I did not try to use my finger nail, and that scratch was unaffected my me.

Then the second shipment arrived, and without trying the glasses on I saw the left lens also had a scratch.

I have photo evidence of the scratches for the 2nd and 3rd pairs.Desired Settlement: Refund $352.80 ($203.90 original pair plus 74.45 for each of the damaged remakes)

Business

Response:

We are slightly confused by this complaint as well as the requested outcome, as the customer was indeed refunded for the amount requested. These refunds were performed on 2/**/16. This was advised to the customer as well via the email of the refund receipts sent to the customer via email, which we do have record of sending to him several days ago.

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:

The business is being dishonest in their response. They indeed refunded $192.98 on the date specified. That was not the "amount requested" in a letter to the company dated February *, 2016 (copy attached). They decided to refund a lower amount, and now are trying to represent that a full refund has been provided.After receiving a defective 2nd and 3rd pairs, it is clear the 1st pair also had a production defect. I am requesting 100% of all my payments to resolve this issue.As it stands now, I have no glasses and the company has charged me $159.82 ($352.80 less $192.98 refund). I have returned all 3 defective glasses, and want 100% of my money refunded.By refunding $192.98, the company is acknowledging an error in the 2nd and 3rd pairs. They need to acknowledge an error in the 1st pair and refund that money as well.

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

Sincerely,

Business

Response:

We vehemently dispute the customer's assertion that we are being dishonest. As advised, we have the records verifying we did as promised, and are happy to provide them.While we do not normally provide receipts of transactions in this forum, in light of the customer's assertion that we are not being truthful, we are happy to do so, and would like this , as all three were performed the same day, and the funds have been back in the customer's card for a week as of this writing. We can only assume that the customer has forgotten that he used 2 different cards for transactions, as the $192.98 was paid with a [redacted] and the 2 charges for 74.45 were paid with a [redacted].We would appreciate his response showing that he was mistaken in this case, as we take such matters seriously: CREDITED[redacted]

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.I did not get an email detailing that the refunds were proceeds on 2 different cards, and only saw the refund for $192.98. Matter resolved.

Sincerely,

Review: After realizing that I needed glasses, I did research on the most price-friendly options after being quoted $300 for the cheapest pair at another store. I saw 39dollarglasses and figured it would be the best option. I did check to see that they were Revdex.com approved, and to my relief, they were. I understood that they would be more than $39 dollars, but what I didn't realize was that my shipping time would take possibly upwards of three weeks. I placed my order on the [redacted] of July and saw that, upon first inspection, the glasses had failed. The estimated production time of lenses like mine was a mere 5-7 days. I called customer service two days after they "failed" and was told that they, upon another inspection, should be shipped out by the next day. I called again right at opening time the following day and was told that they needed to be inspected and should be shipped later. The woman at the customer service told me that I should call later to verify. I called at 2:00 that evening and waited another 10 minutes on hold to be told that they, again, should be shipped by that day after inspection. Because that wasn't a very specific response, I decided to call back to ensure that they had passed and would be shipped like she had told me. On my third call of the day I was told by a different representative that they didn't pass inspection the previous day and that they were being ordered then as well. Naturally frustrated, I asked the rep to explain why the previous rep told me they were to be inspected that day and shipped then as well, and he told me that she read the status "wrong." He told me that they ordered a new pair of lenses and that they would be there by Thursday and possibly pass inspection to be shipped by Friday. When I tried to explain my confusion and agitation, he just yelled over me and proceeded to explain why I was wrong instead of rectifying the situation. The customer service team at this company is beyond appalling and dissatisfying to know how little they care about the customer. My two day glasses order at a normal optical store has turned into a minimum of a two and a half week delivery. All of which is terribly inconvenient for someone who gets daily migraines without glasses.Desired Settlement: Timely delivery of purchase.

Business

Response:

As advised on our website's Help section, production is typically 5-7 business days, and upon passing inspection, the glasses will ship in the method chosen by the customer.

In the event of a failure, we will remake any failed portion, and production may be extended while we do this.

Because we are providing a custom made product for medical use, production times may vary, and are not guaranteed.

The customer was advised that there was a failure on her glasses during inspection, and that we were remaking the failed portion. While we understand that the customer was frustrated and apologize for any delay, we do not ship lenses or glasses that do not pass quality assurance.

Because glasses can fail for something as simple as a scratch or a frame breaking during assembly, or as complex as a defect in the lens received from the manufacturer, there is no way to guarantee production times, and is the primary reason why we have never guaranteed production times.

The customer's order was shipped on 7/**/14, which business day 9 and just outside of our average production times, and delivered to her 7/**/14.

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:

The response only justifys the nature of the time, which I previously understood. I am upset due to the poor relay of this information by your customer representatives and the poor treatment of my quandaries when I called the final time. The representative should not have begun yelling at me, but rather should have been more than willing to help me in my situation. There should be more care taken place when training such officials so that incorrect information isn't relayed to your customers in further situations.

[Your Answer Here]

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

Sincerely,

Business

Response:

We appreciate the customer's feedback, and have reviewed both of the calls in question.

We found that the inaccurate advice given regarding the status was made by a trainee who started with the company less than three weeks prior to this incident.

The representative misread the lab report of the customer's order status, and advised that er order was shipping rather than that it had failed and was being remade.

While we deeply regret this misinformation, we did find this to be a genuine case of human error, and having not found any other cases where this situation occurred, we are confident that this was an isolated error.

During the second call, the customer was immediately advised of what happened, why it happened, and as per the representative's call activity report, was in the process of being submitted for consideration for an early shipping upgrade for compensation of the time lost to the customer as an additional courtesy. This was in addition to the automatic expedition of the order due to the failure initially.

While we did not find any time during the call where the representative yelled at the customer, he did go off script at the end of the call in an effort to correct the customer's perception that multiple failures do not occur during the process of making custom eyeglasses. This is not at all the case, as the product is a custom made prescription eyeglass.

It was evident that the representative was becoming increasingly frustrated as his inability to regain a dialogue with the customer, and he did at this time request a manage relieve him on the call before it digressed further. The customer ended the call while a [redacted] was obtaining a connection to the call.

While we naturally regret anytime a call ends with the level of frustration this call did for either of us, we understand that a successful relationship with our customers relies upon open and honest advice. We do not offer excuses but rather explanations and resolution in these cases, as our customers deserve nothing less. While our candor should not be taken as anything but, we apologize if it appeared to this customer that we were in any way unwilling to work to expedite her order, as that was naturally already occurring internally, with or without her request. The delay advised included a request to expedite her order due to the incorrect advice given, above and beyond the expedition request given to any order in process for over 7 days. As such, her order was able to ship within 2 days of the failure, as there is still time needed to produce the customized lens ordered.

In any case, and without reservation, we apologize for the error made in informing the customer of status during the first call, and for any breakdown in communication between the customer and our representative during the second call.

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,

Way more than 39 Dollars! Awful! Never got my glasses right. It took 3 months the first time around. I lived with the glasses. Then decided to send them back after a year. Paid for new lens and it took another 3 months. Worse than ever. Didn't read my request for how I wanted the lens. My prescription was wrong. Never followed through I wasted so much money on this company. They won't refund my money. I never write bad reviews. My glasses are still not right and now will have to go to a real professional to get them done correctly. DO NOT USE THIS COMPANY!

Review: I ordered two pairs of glasses from this company. The only reason I ordered glasses online was their "Worry Free Guarantee." They also advertise that you can return your glasses for "any reason" (in bold letters) for a full refund. One pair of glasses was a frame that I did not order. I could not read out of the progressive part of either of the glasses. I returned both pair for a full refund, but was only given part of my money back. That is when they told me of their confusing return policy for two pairs of glasses. When I requested a credit for a pair of single vision glasses, they quit responding to my emails.Desired Settlement: I would like a credit so I can order a pair of single vision glasses for driving purposes.

Business

Response:

We do assume that, since the customer states his reason for purchasing was our Worry-Free Warranty, that he was in receipt of the warranty in advance of his purchase, so we are slightly confused that he was not aware of this until after he was refunded, as this information is contained in the same sentence of the warranty he states was his sole reason for purchasing from us.As indicated in the worry-free warranty the customer quotes, it does advise that certain lenses are excluded from our worry-free warranty. This warranty goes on the advise that HD and Varilux lenses are specifically excluded, which the customer ordered. We have pasted this warranty below for review.The customer returned both pairs, but did not advise at any time prior to this complaint that he could not read out of either pair of progressives; regardless, we inspected both pairs, found that one pair was made in the wrong frame, which was refunded in full. The other tinted pair was made to order as per the customer's advised specifications, and refunded at 50%, as per our warranty. In both pairs inspected, the prescription was found to be accurately made to order.The customer did receive a full refund on the pair that was received in the wrong frame, as requested. Additionally, this was not an excluded lens package. Only the tinted pair, which was returned along with the incorrectly made pair was excluded, as per our warranty.The tinted pair that was returned was neither defective nor made incorrectly, and was therefore refunded at 50%, in line with our warranty which specifically advises that these particular lenses, if returned, are eligible for a 50% refund. 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 when your order was delivered. We will happily provide you a Return Merchandise Authorization (RMA) number along with a pre-paid postage 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 delivery of your original order, you are 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 be charged for the difference in price from the original pair plus a 50% remake fee.

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:

This is not at all a resolution to my complaint. I did not specify that I could not read or use the computer with either pair of glasses because I did not think I needed to with the "Worry Free" Return Policy. I am merely asking for a credit so that I may purchase single vision sunglasses. I have read similar complaints online, and I agree that sending people glasses that they did not order is just a scam to keep partial payment.

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

Sincerely,

Business

Response:

We do appreciate the customer's feedback; however, having been in business for well over 15 years, we do not nor do have any reason to deceive or otherwise mislead our customers. We are further unsure how we could have been more clear with regard to the warranty, and we do assume that if the prescription was not correct, this would have been advised at the time the customer requested to return the glasses, regardless of the warranty policy. There was no advice of an issue with the prescription in the lenses themselves at any time during his chatting with us to request to return, nor is it notated anywhere in his return paperwork.However in all cases of returns of excluded packages, because we do want to ensure our customer satisfaction, we do inspect the prescription, and did find the tinted pair to be made to what was ordered. The customer returned both pairs of glasses, advised one frame was not correct and requested a refund for both pairs, which was issued in line with our posted warranty policy. Because both pairs were inspected, and only one was found to made incorrectly (the frame used was not the frame ordered), only the pair that was incorrect was refunded in full. Because he selected an excluded lens package for his tinted lenses, the returned glasses were inspected and found to made correctly to his order specifications, and therefore was refunded at 50% of the price he paid, which was $84.45.The clear pair, which was purchased as part of a 50% off promotion, was refunded in full at the amount he paid for the glasses, which was $61.97. This policy was provided to him at the time he requested to return the glasses, as indicated on the return form we have attached to this response. Again, in our provision of our warranty in its entirety, we are unsure how we could have been more clear regarding our policy, as the warranty is placed conspicuously on the form, directly where the customer notated that he would like a refund, as per the return form that the customer sent with his glasses, which we have attached for review.

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 be

Review: My problem is: I have my own frames and paid for a special polar lense. I was told by the company they would get it done in 10 days. I paid for nextday delivery for them to get my frames and next day delivery fee for them to ship it to me. I suffer from a form of nerve damage to my eyes which causes severe pain I need polarized glasses to go out. I trusted the company to make and send the order ot me. It has now been a month and I get exuces that they got a bad lense, that lense failed. Then they told me they ordered another and that one failed and now a third time it failed. They got upset at me for informing them that 3 fails is not good. I also said when will I get my order they said hopefully it will pass. It has been a week and now they dont even respond.Desired Settlement: For the issues I think I should get the order for atleast 50% off. This company is supposed to be top notch.

Business

Response:

Review: I purchased glasses from 39 dollar glasses, however they did not get the prescription right. Under their worry free guarantee I returned the glasses via their RMA system. However after they received my return, it was put on hold. I opened a live chat with them asking what was wrong and the customer service representative asked me if I wanted a refund or exchange. I said I wanted a refund, so he told me that they would give me a refund. It is two weeks later and I have not received any refund nor have I received any form of communication from them saying I will be getting a refund. I have emailed them asking where my refund is but they have not responded to my email.Desired Settlement: All I want is my money back. They claim they have a worry free guarantee which states you can return their product for a full refund (less shipping) or exchange for any reason.

Business

Response:

The customer requested to return the glasses to us, and upon receipt, we did inspect the glasses and found them to be made accurately to what was ordered, which prompted us to email him for a copy of his prescription, as the initial return was indicated that an exchange was desired.

In lieu of a free remake of the glasses, the customer contacted us and requested a refund, which has been issued. Upon investigation, it is clear that the delay was due to a simple oversight on our part.

Less than one hour prior to receiving this complaint, we received an email from him inquiring about the status of the refund, which was what prompted the re-submission and execution of the refund.

We apologize for any inconvenience for our delay.

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,

Please be very careful when ordering glasses from this site. It appears that I inadvertently entered a minus sign instead of a plus sign on one of my prescription fields. Although I have no way to prove it was me, let's assume I did it. When I received my glasses, I of course couldn't see out of them, so I sent them back, along with my optometrist's prescription. It was free to do so, as advertised. When I received my second pair of glasses, there were two issues with them: (1) the bifocal line was too high, so I couldn't see at any distance, and (2) the frame was misshapen; it had a noticeable flat spot on the bottom of one eye frame. Even if the prescription had been done properly, I would have sent these back as well. After talking with a customer services rep, I was told I could get only half of my money back, even though this second pair was clearly defective. I decided to walk away from this company, as I felt the product I had gotten (albeit the second one) should have been replaced without charge. The second one was clearly not my fault. Oh, and the customer service rep hung up on me in mid conversation. That sealed the deal for me.