39dollarglasses.com

Review: I specifically chose 39dollarglasses.com from among many other online eyeglass stores because of their supposedly fast order processing times and A+ Revdex.com rating. Their website states: “Over 95% of all orders ship within 1-3 business days. For some higher prescriptions and multifocals (progressives and bifocals) it may take up to an additional 1-4 business days to process your order”. My order did not include progressives or bifocals. I specifically requested rush service and paid extra for overnight shipping. It has now been more than 10 days since I placed my order and I have received absolutely no information from the company about the status of my order or when it will be shipped. They provide no contact email address, but I have sent messages through their website contact form twice: 5 days and 3 days ago but I have received no response. I have also tried calling several times but have given up after waiting on hold for more than 15 minutes each time. Their online order tracking service does not provide any information on estimated shipping or delivery dates. This company uses deceptive advertising re: their order processing timeframe and offers poor customer service. It should definitely not be considered an A+ accredited Revdex.com business.Desired Settlement: I request immediate overnight shipping of the products I ordered, a refund of the overnight shipping charges paid, an apology, and a modification of their website information to reflect realistic order processing times.

Business

Response:

We are sorry for any misunderstanding the customer may have had in regard to our production times, as we do not offer "Rush Processing"; we do, however, offer Next Day Shipping as a shipping option.We clearly post our advised production times for our products, which are custom made for the customer at the time they order. The customer did note his order to "Please rush order as soon as possible", and we do naturally make and ship all orders as soon as possible, we do not currently offer an option for a customer to note their order to rush the processing of their order over other orders. Next Day Shipping is offered so that the customer can be assured that upon completion at our facility, the order will be received in one business day. The upgrade cost the customer paid was simply for the Next Day Shipping with [redacted], which afforded one transit day to him, and nothing more. When the customer placed his order, he received an email confirmation with specific advice on how to track his order via our website. There is no advice that we will contact him with updates of his order; based upon customer feedback, we try to avoid repetitive contact, and instead provide online step-by-step tracking with pictures to allow the customer to track their order at their leisure. If a customer does not wish to utilize this, they are simply able to wait for their tracking email. In that same confirmation email, we further advise that the customer will receive one more email, thus clarifying that other than the tracking email, no further communication will be initiated.As per our posted production times, which is located under our website's Help section, under the various titles of "When Will My Glasses Arrive?". "Shipping", and "How long does it take to get my glasses?, we do advise the following:"Prior to shipping, your order is custom made in our Long Island, NY laboratory to your exact prescription and PD measurement. Over 95% of all orders ship within 1-3 business days. For some higher prescriptions and multifocals (progressives and bifocals) it may take up to an additional 1-4 business days to process your order. A small percentage of orders do not initially pass final inspection, and we may need to redo all or part of the process. If this occurs, it will be noted by clicking the automated order tracking link in the top toolbar."The customer is correct in his advice of not purchasing bifocals; however, our production time first states higher prescriptions require additional time to process, as stated above. The customer submitted a higher prescription, which is presumably why he chose to upgrade his lenses for one pair to a Super-High index of 1.67, which, as advised, requires additional processing.As posted, higher prescriptions, along with Bifocals, require an additional 1-4 days of processing time. In total, his order will require up to 7 business days for production, and based upon his order date of 5/**, today is the 6th business day.Both pairs on his order were completed on May [redacted] and is shipping from our facility today, May [redacted], due to [redacted] not picking up on May [redacted] due to the Memorial Day Holiday.The customer was also sent an email of this shipment & its tracking number on May [redacted] at roughly 12:00 PM EST.In light of our completion of the customer's order within our advised estimates, and because the order is expected to reach him one business day after shipping from our facility, a refund of the customer's overnight shipping is not available at this time. Should UPS not deliver in one business day after leaving our facility, as promised, we are more than happy to verify this and refund the shipping.

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:

As is clearlyevidenced by their unapologetic response to my complaint, the companyhas failed to acknowledge even the slightest bit of responsibilityfor the delay in processing my order, does not acknowledge or respondto the issue of the poor customer service provided (excessively longphone wait times and failure to respond to emails), will not as abasic courtesy offer even a partial refund of any of the extra amountpaid for overnight shipping (even though the product arrived nearlytwo weeks after being ordered), and does not acknowledge that their“online step-by-step order tracking with pictures” is a gimmickthat provides absolutely no information on when an item will beshipped or received. The company'sresponse to my complaint further states that “the customersubmitted a higher prescription, which is presumably why he chose toupgrade his lenses for one pair to a Super-High index of 1.67, which,as advised, requires additional processing.” This statement ismisleading, as nowhere on their website is it specified whatqualifies as a “higher prescription”, nor does it advise thatchoosing a Super-High index lens of 1.67 (as they recommend) willrequire additional processing.I would also like toadd that after having finally received the glasses, I am not verysatisfied with the quality. The prescription(PD) for the sunglasses is inexplicably slightly different from thatof the regular eyeglasses, the lens edges are not polished asadvertised, and the “dark tint” of the “sunglasses” I orderedis very light and not nearly as dark as is represented in the websitephotos, including the customized photos generated by uploading myphoto to their website, making them virtually unusable as sunglasses. However, I do not plan to return either pair as I do not wish to paytwo more times for shipping both ways and wait another 3-4 weeks toreceive them again.For the record, I ama small business owner and I understand that sometimes things gowrong and unexpected delays happen. However, in these cases, prompt,honest, frequent, and reliable communication is critical to providinggood customer service, as is taking responsibility for the company'serrors. This clearly does not appear to be the policy of39dollarglasses.com, and they certainly do not deserve to be atop-rated Revdex.com accredited business.

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

Sincerely,

Review: I bought eyeglasses from 39 Dollar and they were manufactured improperly. The left lens did not fit the frame and was loose right out of the box. The frame flexed by several millimeters when held over the improperly ground lens. 39 Dollar states on their website that their glasses pass an inspection before they leave they hands but in my case this was not true as it was obvious that my glasses were defective when I took them out of the box.

As soon as I received the glasses I called 39 Dollar and informed them of the defect and I was told I would receive all my money back if I returned the glasses. Now 39 Dollar tells me that they will only pay the price for the glasses and not the shipping which I was told I would be paid back "in full".Desired Settlement: I want the $4.95 that I was not reimbursed for the glasses I bought as promised by the 39 Dollar glasses rep.

Business

Response:

The customer initially contacted us to return their order advising that he had chosen a frame that was too short for the progressive.

He also advised that he felt like the lenses had a glare.

The frame the customer chose was indeed a short frame - not inappropriate for

progressives, but shorter than what is recommended - and when placing the

order, he opted against ordering an anti-glare coating which is always advised

to reduce glare off of the lenses. The issues the customer describes are not

defects, but simply purchasing choices. Upon their return, the glasses were

inspected for any errors within the prescription, and the prescription was

determined to be accurate to what was ordered by the customer.

As per our Worry-Free warranty, we refunded the order in full, less the shipping,

which is not refundable, as advised on our website’s posted warranty.

Alternatively, the customer was welcome to have the glasses remade into a

taller lens height, which the representative did suggest to him on the phone,

but he opted instead for the refund, which, as per our posted policy, was

issued, less shipping which is not refundable.

We have pasted this policy below for review:

What

is your return policy?

100% Worry Free Guarantee

At [redacted] 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 prepaid

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.

As per our posted policy, we issued a refund for the amount of the product,

less the shipping charges.

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 eyeglasses were defective from the manufacturer. The fact that I didn't buy extra cost optional lenses beyond the extra cost optional lenses I did buy has nothing to do with the fact that these glasses were unwearable because they distorted the distance vision with a yellow tinge at the edges of trees at the edge of the skyline. I now have bought glasses from a competitor and the are so much better with the same perscription as the $39 glasses. The phone rep had told me that she agreed that what I described was a manufacturing defect and I would be paid back in full not less the shipping. I fully understand a warranty that would pay me back less shipping if I simply didn't like the glasses but not for glasses that were made improperly for my perscription. The glasses were junk and I should be reimbursed for the payment I made on my credit card.

Sincerely,

Business

Response:

Upon receipt of the customer's original complaint, we reviewed the phone call where the customer states he was promised him a full refund including the original shipping cost. The customer claims that during this call, the representative advised what he described sounded like a defect and that we would refund him, including shipping.

Upon listening to the recorded phone call with him on August [redacted], 2013, he was

advised that he would be refunded, or that we would place a new order

for him at no cost upon the findings of said defects. The representative agreed that the lens tint he was describing was "strange", and sounded like it may be a defect, but there was no discussion of a refund of shipping costs. As we advised the customer, we cannot make determinations of defects until we receive and inspect the glasses in question. Additionally, in the event of a defect, we do offer to remake the product, or refund the order in full less the cost of shipping as per our policy which is stated on our website home page.

The customer advised the representative over the phone that he had gone to see his Doctor with the glasses, who advised the glasses were in fact made correctly with regard to the lenses and the prescription within them, but that the frame was a short corridor frame and not suited for him. Please be advised that this does not indicate a defect, which his doctor confirmed. He went on to advise our representative that his doctor also had no idea about the colors he experienced on the lens, as she did not know what he was talking about. He stated that he saw a lot of reflections on the lenses, or glare, which was due to the lack of anti-reflective coating on the lenses. He seemed to feel that without anti-glare coating on the lenses, the lenses should still be glare-free, which is simply not possible. Again, this is not indicative of a defect. Any customer can place their order and choose to omit anti-reflective coating, but if the wearer has used this coating on their glasses in the past, they will almost certainly miss the coating, for the very reasons the customer explained during his call - halos around objects, and glare caused by high levels of reflections off of the lenses.

He went on to confirm that his doctor found nothing wrong with the glasses, other than the short lens height. He said that while his doctor found nothing wrong, he did, so they were defective in his eyes. While we understand the customer's inability to use the glasses , the term "defect" is very specific and implies that the glasses were made incorrectly, when they were not. The customer states in his phone that since he is having a problem, then the glasses are defective. Unfortunately, this is not how a defect is determined. A defect implies that there was a flaw in the lenses. The glasses were made according to the prescription entered and were free of defects as was confirmed by his doctor. The presence of halos around objects when looking through uncoated lenses indicates that the customer is indeed sensitive to glare, which he opted to not purchase when he bought the glasses. These are not defects, but rather choices made when ordering the glasses.

We did locate a later call where he asked about and discussed purchasing upgraded lenses. The representative who he spoke with at that time advised that if he was placing a new order, as a courtesy, we would refund the shipping on this order when it was returned, because under our warranty, if a customer requests a remake on their order, we do pay to ship the remade glasses back to the customer; however, the customer did not wish to have the glasses remade, and so a full refund of the product was assured and issued, but shipping was never promised in the refund. We have advised that shipping is not refundable, and this is clearly stated in our warranty policy on our website.

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:

Review: I ordered glasses ($157.79) and the prescription was incorrect (my fault) I paid extra ($79.48) to correct the problem. Glasses were returned to me with no changes made. I have contacted customer service twice by phone and once by email. No response from email and both phone contacts (? - [redacted]) said they would email me a return label and RMA. Have not received as of this date.Desired Settlement: I want to return the glasses and get a refund.

Business

Response:

The remake fee for the one lens to be remade was, as advised, $79.48.

We did initiate a return and issued a prepaid shipping label when he called on May [redacted], but we do understand that he did not receive it, and apologize for that.

His request for an RMA when he called us early on May [redacted] was promptly addressed; however, the delay in his receiving the RMA email was due to an internal issue with that particular representative's network connection, and several outgoing messages were held in her email outbox for a period of roughly 2 hours. We do apologize for any inconvenience.

In all, the delay in receiving his RMA was less than 24 hours.

In light of his advice that no changes appeared to have been made to his remade glasses despite our proof that we did indeed remake the left lens, we have reviewed his order history, and see something that may be causing the problem he is experiencing.

The customer has previously used a different pupil distance measurement, and this new order had a much different measurement.

A pupil Distance, or PD, much like a shoe size, remains the same throughout adulthood and will not typically change. This would line the lenses up in a different place then his pupils are, and he would not be able to see clearly.

We see that his older order from several years ago had a note attached stating that his prescription shows his PD at 32.5 for the right eye and 36 for the left, indicating that the PD was measured by his doctor.

The PD he entered on this new order was 65, which is 32.5mm per eye. If his left eye PD was previously specified by his doctor as 36mm and it was given to us as 32.5mm, this would be why he was unable to see out of the left lens specifically. If his pupil is over 3mm off from where the focal point is placed, they will not line up with one another, and he will not be able to see.

We understand that the customer would like a refund at this time, which is an available option; however, we do wish to advise that he did purchase HD lenses, which are an excluded package as per our warranty, and because the first order was due to a prescription entry error on his part, a refund at this time will be 50% of the original order and, should the remade lens be made inaccurately, then we will gladly refund that remake fee of $79.48.

If the prescription is found to be accurate, then the customer will have the option of changing the PD to reflect what he has used successfully in the past, and a remake fee would again apply.

Alternatively, a refund will be at 50% of the original invoice, or $78.89, as per our Worry-Free Warranty regarding excluded lens packages(attached). The remake fee will not be refunded.

As per the warranty, if the glasses were made incorrectly to what he ordered, the refund will be at 50% for the original order due to the original misentry on his part, and in full for the remake, making the total refund $157.79. Alternatively, the customer is able to have the left lens remade at our cost.

We have requested a copy of the customer's recent prescription and PD measurement for review, as this order clearly varies from his prior orders. He has confirmed via that the PD is accurate at 65.5 despite the fact that we have made glasses using an entirely different PD in the past with no request to return, and so we await his return for inspection for prescription accuracy.

Our Worry Free Warranty is pasted below for convenience:

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:

I have returned the glasses with the return label provided.

I would like a complete refund as offered by this merchants guarantee.

My PD was confirmed by an optometrist and the incorrect re-made left lens was still as originally ordered and not replaced.

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

Sincerely,

Business

Response:

We assume that his statement that we kept over $700 of his money is a typo, and that amount was never paid to this company.

The total amount paid to us for this particular order and subsequent remake was $237.27. This is $157.79 for the original order and $79.48 for the remake fee paid when he entered the wrong prescription values for one eye.

As explained in our earlier response, the original order was made to what was ordered by him when placing his order, and was always eligible for a 50% refund on the original order, as per our warranty.

This is acknowledged by the customer by his agreement to pay the remake fee when he returned the glasses.

The remake, because it was not accurately produced, and we did offer to remake the lens that was inaccurately made at our cost, but he did opt for a refund, which was issued accordingly.

A full refund on the original order was not offered because it was never eligible for a full refund due to the entry error on the original order.

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 do not accept their explanation.

What is the 50% fee for? Profit? Or just to make sure that the customer is going to be dissatisfied?

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

Sincerely,

Review: Order [redacted] I only received a 50% refund. My glasses were a plastic lens & plastic frame - called The Bedford. When I wrote back to 39dollarglasses.com - I told them that they were blurry, that the lens quality was just not there.Desired Settlement: Please refund the rest

Business

Response:

As per our Worry-Free Warranty, we are happy to offer either a free remake of the order, or a full refund of the product price for any reason. This warranty is pasted below for review.

Additionally, we will provide a prepaid shipping label when contacted within the first 10 days after receipt, and the glasses must be returned within 30 days of the original delivery date, which, in this case, was August [redacted].

I ordered glasses last week & just recieved them They are perfect & exactly what I ordered. I have a very high prescription(-5.50, -6.50) plus a mild astigmatism. I also require no-line bifocals.

I Visited & priced glasses at the conventional retail eyeglass chains. Their prices were almost double for my high prescription, no-line bifocals, & photochromic(Transitions) lenses.... They all said the glasses would take 7-10 days....one place said due to my high prescription, it may take 3 weeks. Today is Thursday Sept. **. I ordered glasses online last Wednesday evening, Sept. *, & they arrived in the mail today, pretty much within the 3-5 business days as promised on their website

I took advantage of their buy 1 pair, get 1 pair half off promotion. So as a result, I got 2 pair of typically expensive high prescription, bifocal Transitions photochromic poly lens glasses for LESS MONEY than what they wanted for 1 pair of the same from ALL of the conventional retail eyeglass chains I visited.

Review: shoddy work on replacement frames and glasses fro the second time this year. kept half purchase price on first order return claiming new returns policy. jammed glass into frame of replacement frame on second order with odd part. both times glasses did not work properly causing pain in the form of headaches and resulted in no eyesight improvement. no reply to my latest emails with latest complaint.Desired Settlement: I have done business with this outfit for quite sometime without issue. on the last two orders I gave them the benefit of the doubt the first time and another chance for the second . no dice. I want my money back $70 from 1st order and $77 from the second order) and am done with this outfit. the fact that at this juncture they have not replied to my emails is simply unforgivable.

Business

Response:

This complaint addresses two separate orders, and so we will respond to the issues the customer has raised separately below.