39dollarglasses.com

The axis measurements given by your doctor fall within standard deviation allowed with the low cylindrical value associated with your prescription. The glasses have passed inspection with us and now with your doctor as well. Though you are outside the warranty period I will extend the original offer of a 50% store credit if you would like to return them, but at this time no refund is due.

Revdex.com:
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,
[redacted]

Customer was given a free remake of the original order at her request to change the frame. The second remake was also returned to us and inspected by our lab. Our lab passed the glasses as being correctly made, thus no refund is due. The 50% credit was extended to her strictly as a courtesy because...

of the issues she has had thus far. Customer contacted us and sent the glasses back to have the frame replaced but did not complain of any visual acuity issues at that time. The glasses were received back by customer on 11/**/2016 with no complaints or contact until 12/**/2016 when she was sent and RMA to send the glasses back for inspection. The glasses passed inspection and were sent back to customer and received on 1/*/2017. No refund is due at this time.

Revdex.com:
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 information provided by the business is not true. I'm not sure how to counter this lie, other than by going on an internet campaign to tell my story in as many places as possible, and leave as many detailed reviews as possible so that others can understand how this company operates. Even though it may not help me, I'm dedicating myself to letting the public know about this company and will use all my free time to work on this issue. In fact, I'm getting some of my classmates to help me publicize this egregious behavior as part of a class team project for one of my marketing classes. thanks for your attempt to mediate, but it looks like the Revdex.com has no way to make businesses behave properly.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:

When I sent in my complaint, I forgot to mention that the first Augusta frame they sent was defective. It was bent and warped. I couldn't use the glasses at all. I sent the glasses back, and received a decent frame, but the lenses were NOT done correctly. I've attached my original prescription. Dr. B[redacted] my opthamologist, wrote the actual Axis measurements of the glasses in parentheses on it. THESE GLASSES DO NOT WORK FOR ME!!! The lenses do not match the measurements my doctor prescribed!!I would like a refund from $39glasses.com. They really messed up my order--two times!--and it wasn't particularly complicated.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The initial promo received states it cannot be combined with any other promotions. The 30% off would be either instead of that promotion or have to be used on a new order.

Hi [redacted], According to our system your order shipped from our facility on 7/**. I am attempting to find the tracking number now, and will let you know the results via email.

Revdex.com:
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:

Company destroyed my frames and sent cheap, poorly made frames as a replacement. That is unacceptable. They have not addressed destroying my original property and compensating me for it. Company does not have any suitable replacements and therefore must reimburse for my frames which they destroyed. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

I was informed by customer service prior to my purchase that the lens edges would be polished.  In my initial complaint, I was again assured that the lens edges would be polished.  Email transcript from company below:
Please just fix the glasses.and polish the lens edges. What about the routing gouges?  I have no less than 3 pair of rimless glasses that don't have those gouges. That is NOT a standard practice.Your return policy is horrible. Consider me a former customer.39 Dollar Glasses Nov *to meDear [redacted], I will have the Lab Manager personally handle this and have him clean those up for you. Thank you,[redacted]Toll Free:  ###-###-####Local:      ###-###-####Fax:        ###-###-#...⇄ />  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

An RMA has been sent to your email address. It contains a pre-paid label to send the glasses back to have the frame replaced.

Revdex.com:
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,
[redacted]

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.

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] [redacted] [redacted]

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.

Revdex.com:
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 issue still stands...there was a film on my glasses and the prescription was not accurate at they claim it to be and they stated the first time the glasses were sent back at no charge they corrected them...there should not have been a charge due to the fact that it was there mistake.  I want a full refund or tell them to send me the frames that I paid for.  I will never use this company again and would urge other people to be really careful if they order from them. It is there word against mine...Noted again I have the same glasses on  in a different color had they been made correctly I would have kept them they should have refunded what I paid for them.
Sincerely,
[redacted]

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.

Revdex.com:
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 sent two unaddressed emails inquiring about the coupon code for the free glasses.  There was more than ample time to address this issue.  39dollarglasses ignored my emails totally.  Secondly, I did get my refund, however the invoice charged the $4.95 shipping which must have fallen off at some point.  So the response is wrong and the treatment was unprofessional.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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,
[redacted]

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