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39dollarglasses.com

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Reviews 39dollarglasses.com

39dollarglasses.com Reviews (226)

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.  I would like to know when and how they would like the glasses sent back. Will they getting a hold of me for this?
Sincerely,
[redacted]

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 apologize for any confusion, but we did not refuse the return shipment from this customer. The shipment was returned to her for postage due on the Priority box she returned the glasses in, as the label we provided was  not a Priority label, but a First Class label, which is a different mail...

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

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]
 I have agreed to settle with 39dollarglasses. I don't agree with their statement. The facts are not as they presented them. I understand the risk one takes when putting lenses in an eyeglass frame. But what happened in this instance is they originally put an obviously defective lens in my new frame and shipped it out. The right lens had a vertical grind mark running from edge to edge in the center of the lens that was obvious to anyone who held the lens up to the light. I assume it was installed and shipped out because the someone at the company didn't want the expense of producing another lens. The first lens should have never been put in my frame to start with. Then when I returned the glasses to have the lens replaced they damaged my frame. This wasn't the normal risk associated with putting lenses in a frame. My frame was damaged because they installed a defective lens in the frame, shipped it to me and then compounded their mistake by destroying my frame when I returned it. Their lack of quality control in the first instance led to the problem. I accepted a full refund and another pair of glasses and I consider the issue closed. I just had to reply to the companies statement. Thank you for your help.
 
 
 
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Sincerely,
[redacted]

We are happy to receive the glasses back for correction, as the order is currently outside of our worry-free warranty period, and a refund if no longer offered at this time, as indicated in our posted worry-free warranty.Since the frame is neither considered a defective frame nor are the lenses...

unusable, we are happy to install the lenses into a new frame for the customer, and ensure that there is no specific issue on the part of the frame or lenses that may be causing this, as we have received no complaints regarding the frame in question, so in the absence of a specifically known defect, we are happy to assist the customer with both the frame replacement, and, if necessary, any corrections needed to ensure that this does not happen again.If a remake is required, we will be happy to do so, upon receipt and review of the glasses.However, a refund of the lenses is not offered at this time - we are happy to correct the issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT truly satisfactory to me.However I accept that the company stands by their offer of a full refund,  and the matter has been resolved.
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:

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,
[redacted]

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.

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.

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]
 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
 
 
 
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Sincerely,
[redacted]

We apologize you are unhappy with your experience. An original RMA was issued on 11/* at the time of first contact, along with a remake order that was place we added free upgraded shipping on the remake as well as upgraded coating to the lenses on the new pair of glasses. The new pair will be...

shipped out to you as soon as the original RMA is in transit back to us. We apologize for the any troubles and hope to retain you as a customer going forward.

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 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,
[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]
 Absolutely no upgraded shipping was added. They claim to have sent the new pair with two day shipping (which I paid for in the first place) -- It is now 4 days later and I do not have the new pair. In the end I paid expedited shipping to have a working pair of glasses in my hand by November *. It is now November ** and I STILL do not have a pair or useable glasses in my hands.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

We offer a worry-free warranty, allowing the customer to return her glasses for ANY reason.Her original advice was that the frame was sitting on her face crooked. We initially advised, based upon our understanding of her email, that an adjustment should resolve this, or we could send a frame...

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

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 beSorry, this is no resolution. I want it documented that this case WAS NOT resolved. Thank you for your efforts.
 
 
 
 
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Sincerely,
[redacted]

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]] [redacted]10:51:48 AM [[redacted]] [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.

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:
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,
[redacted]

The customer placed his order for 3 pairs of glasses on February [redacted], and received 2 completed pairs 2 weeks later, on March [redacted].The last pair on the order was delayed due to a failure during final inspection, and was remade completely, adding time to production, which we...

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

The remake order was processed and shipped via 2nd day air and delivered yesterday. The tracking is [redacted].

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Description: OPTICAL GOODS-RETAIL

Address: 60 Plant Avenue, Suite #4, Hauppauge, New York, United States, 11788

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