BetterEyewear .com

Review: I placed an online order with [redacted] 11/*/2015. They were advertising 'free priority mail shipping' at the time with delivery within 3 business days. On 11/*/15 I received an email from the merchant telling me the frames were on backorder and would arrive in 7-9 days. I responded that if it will take longer than that, I would like to pursue a different option and in turn, cancel my order. I also asked the merchant what would be done to make up for the unfulfilled shipping promise and they proceeded to tell me on two occasions "[redacted]" and I would get a "free upgrade to priority shipping". As if it were a prank, I explained to the merchant that my order already included 'free priority shipping'. The merchant did not address either issue.

*By 11/**/15 I had not received a shipping update from the merchant and sent them an email asking to cancel my order if the item was not shipped the following day. The next day, I received an email stating that there was a 2 day delay and my frames would be shipped via Priority Mail by 11/**/15. I responded that I was growing concerned about the delay and lack of communication and thought it would be best to cancel unless the merchant followed through with some sort of compensation as they were alluding to in previous communications. The merchant did not respond. On 11/**/15 I received an email stating my order had shipped via standard [redacted] shipping, a lower priority than specified in the purchase agreement. I immediately pointed this out to the merchant and they attempted to tell me that I had been given free shipping "as a courtesy". It was clear now there was a major disconnect with the merchant's information, advertising, and their business practice was very questionable. I responded to the merchant that I had asked for the order to be cancelled if the wait was beyond 10 days and that nothing was done to compensate me for their failure to deliver on their contract of service or their false courtesy [redacted] regarding compensation for the wait time. On top of that, I was not even given priority shipping, which my order had been based on in the first place. I then explained to the merchant something needed to be done to reconcile the situation or I was going to return the item. The merchant did nothing to address these issues beyond short, off-putting one line email exchanges.

It was clear the merchant was not interested in helping me with my issue at this point, nor did they admit or care they ignored our contract of service and my wishes to cancel beyond the stated timeframe. I contacted them via email numerous times to seek compensation, but would receive unclear answers 2-3 days later. When the package arrived 11/**/15, I did not open it. I learned some time later that it could be 'refused'/return to sender at [redacted], which I did on 12/**/15 at the [redacted]. I notified the merchant of this and did not hear from them until 12/**/15 at which time they told me they had not received the package. On 12/**/15 I contacted them again and they responded the next day telling me the package had not been received, despite the tracking showing that it had been delivered to them. On 1/*/16, I notified the merchant that the transaction must be brought to a close and a refund issued immediately or I would escalate the issue with my credit card company. The merchant told me my return would be processed later that day. That is the last I heard from the merchant regarding my item. I have not received further clear communication or a refund and am growing increasingly concerned.

*During this time, I had read numerous online reviews of this merchant claiming almost identical stories ie merchant did not deliver as advertised/merchant took up to a month to ship frames claiming they were "on backorder" yet merchant would still charge for priority shipping and/or not refund shipping if the promised timeframe was not met/customer requested cancellation but merchant would send item anyway and try to charge them restocking fees and shipping, despite advertising "free returns". While online reviews are not completely reliable, I think a clear trend can be identified with this merchant. Given their poor communication and failure to deliver as promised/misadvertising, complete disregard for customer satisfaction and finances, they should be investigated. Their business practice is very unprofessional. I still need help obtaining a refund from them on a package that should never have been sent to me on the grounds that it should have been cancelled at my request when they did not deliver as advertised thereby leaving our contract of service unfulfilled, with no compensation.

some online reviews:

(there are numerous other reviews on this site below the ones shown, listed as "[redacted]" - I believe this is because the merchant has the ability to flag certain reviews at their discretion, but if you read these reviews, many of them tell a similar story, going back years, before I dealt with the merchant)Desired Settlement: Most importantly, a refund of 57.71. I do not consider this a return, as the product was refused unopened and should have been cancelled at my request by the merchant, when they did not deliver as promised or offer appropriate compensation. Secondly, an investigation into the merchants business practice and advertising.

Business

Response:

Peter Barbano placed an order at our company. At that time, we had a special offer which added "free priority shipping" to all orders. It clearly stated that "this coupon cannot be combined with any other coupon" However, the customer didn't follow our guidelines for this promotion and added a coupon which gave him an additional 5% off. Since he already took advantage of 1 promotion, we could not honor the 2nd coupon of priority shipping (which was clearly stated in our terms and conditions. However, since the item was on backorder, and FYI, he was informed all along about the progress of the backorder and each of our emails included the option to cancel if the wait is too long. Yet, he agreed to wait for the item despite the backorder. Because of the backorder status, we offered him Priority Shipping as a courtesy, even though he already took advantage of the additional discount. Unfortunately, this was overseen by our shipping department. We agree that this was a mistake (apparently, the shipping department saw that he used another coupon in the order so they did not send it with Priority Mail) and therefore refunded the customer the difference in Priority shipping which was $3.99 to make up for this error. Regarding his return, The customer called to let us know that he would like to return the item. We immediately issued a return authorization. In the RMA email, it clearly stated that all returns MUST be made within 7 days of receiving the Return authorization. Again, the customer ignored our company policies and kept the item for a month(which he admitted in his own email to the Revdex.com)! According to our policies, we did not have to accept this return at all, However, we extended a courtesy and accepted the return. We do not want to go into detail on the condition of the item when the return was received (full of smudges and clearly used), but instead I will continue to wonder how someone can keep the glasses for a 'month' and expect a refund in a 'day'. Nevertheless, the item was due for a full credit refund that same day, but since he had already filed a dispute with his credit card company, we were notified by our merchant - not to issue a refund at that point because he has already been refunded by our bank. Therefore, we were unable to manually give him a refund. We agreed to let the bank refund him in full, so, at this point, his credit card has been fully refunded. If there is anything else we can do to help, please do not hesitate to contact us. Thank you

Review: The day of Black Friday I ordered a two pairs of sunglasses. A few days later I tried canceling the order for the last item before it shipped. They told I could not do that and would have to wait unitl I got the product and then return it via their return procurers. Two weeks later the product arrived. I requested a return. That took several days for them to clear me of return it but only after I continued to call. They gave me an RMA number. I wrote the RMA number on all corners of the box that was unopened. My mailman printed with his initials rejected package on the box and shipped it back here from my office. I notified them that box was rejected and would be coming back with the same tracking number it was sent. The post office does not re track the box with original tracking number back to the company once it is rejected. The company refused to help me as they say they the tracking number states I received it and of course I did, but the package was rejected. That does not show on the tracking number. This has been a nightmare for over a month. I am out on the product and also on $180 it costed for it. The company is dragging its feet and is of no help what so ever. They keep saying they will call back and have not. I have been calling every single day for a status update on this issue for over a week. Please help me.Desired Settlement: I wish for the company to look in their shipment for the rejected shipment sent back to their company. I wish for them to call me back as they have been telling me they would but have not. I wish for a full refund or credit. I prefer the refund.

Business

Response:

The tracking number shows the item was delivered but customers claims that the item was refused so we couldn't refund the customer until 1/* when we got the item back . now we have refund the customer in full

Review: I purchased glasses from Bettereyewear.com on 4/**/2015 and the company debited my bank account $190.95. As of 4/*/2015 I have not recieved the glasses and I do not have a valid tracking number. I called this ###-###-#### for three days and the recording states trouble with the phone service and you never get a person. I left message that went ignored and never recieved a call back. This is deceptive business practices and fraud to take money from my bank account then cut off all communication with the customer without sending product purchased. The order number is [redacted].Desired Settlement: I am now questioning their level of honesty and product authenticity. I want a full refund

Business

Response:

The order was placed on 4/*/2015 and was processed and was shipped out on 4/*/2015 With [redacted] Tracking Number [redacted] and the card was charged on 4/*/2015 when the order was shipped. Customer tried contacting via our phone, and since we had issues for 2 days with our phone system, we didn't get any messages from customer, however when calling us we had a recording notifying about the phone issue. On 4/**/2015 customer sent a email that there is no update on the tracking number,so we have contact the [redacted] to find out why there was no update on the tracking number,and we were waiting for a response from the [redacted],then on 4/**/2015 customer sent a email that they no longer wanna wait for the glasses,an we have refund the customer in full on 4/**. According to Us this was resolved. Thanks [redacted]

Review: I ordered a pair of sunglasses on 8/**/14. The item never shipped as promised so, I called the company several times to find out the status and a representative finally stated the item was out of stock. The representative also stated that due to the stocking issue the company would overnight the item once received since I stated it was a gift and was two weeks passed the promised date of delivery. The item was shipped on 9/*/14 via regular USPS mail. The tracking number provided was for a bulk shipment and could not be tracked. I called the company to find out why the item was not shipped via overnight delivery as promised and the representative apologized for the error and issued a $10 credit and also waived the restocking fee if when my item was received and I wanted to return it. He stated our agreement was noted in my account and to request return form. The item still did not reach me until 9/**/14. The item was delivered to a location with the zip code ending in [redacted]. My delivery zip code is [redacted]. So, that delayed the delivery. Once I contacted the company to request a refund and a return form, I was denied. The company said it was past their return time frame. And would not honor a return. Their policy states you have 14 days from the time you receive the item. I just received the item on 9/**/14 and that is well within their policy.Desired Settlement: I would like a full refund to my method of payment immediatly. Thanks

Business

Response:

Hi,

On 8/** we got the order from [redacted] and since the item was on backorder we sent a email to customer to inform that this will take 2 weeks on till item will be back in stock (see email below)then on 9/2 the item was shipped out "AS PROMISED" WITH TRACKING #[redacted] AND WAS DELIVERED TO CUSTOMER September *, 2014 witch is 4 Days. "WE NEVER PROMISED OVER NIGHT SHIPPING" we told customer that As a courtesy we will upgrade shipping to USPS Priority Mail,but by error the item was shipped out First-Class so we credit back to customer $10 as a courtesy (That is after we allready add a coupon of $8 to customer "Coupon Code: [redacted]") then on 9/** the customer asked for return authorization way after the time frame to return a item so we couldn't accept the return but then as a courtesy we accept the return not only did we take back the item for a FULL refund but we also waived the restocking fee Of 10% that applies to ev ery return.

So we think That by now all was solved

Thanks

PS:For any concern email me At [redacted]

Email that was sent to customer

BetterEyewear.com <[redacted]>

Aug **

to [redacted]

Hi,

We are sorry to inform you that the item you have ordered is on back-order from the manufacturer. This can take up to 2 weeks until the item is back in stock. We will keep you updated on the status of your order. As a courtesy we will upgrade your shipping to USPS Priority Mail once the item is back in stock.

We are sorry for the inconvenience, and we thank you for your patronage.

At BetterEyewear we strive to provide our customers with a positive experience. Please feel free to email us if you have any additional questions

Thanks,

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 the company stated is not true. Please submit the original email because the one provided in the company response was never received or sent to me. It is only a typed statement provided by the company itself; anyone could have typed that.

The company failed to mention that the package was delivered to the wrong address and shows when you provide the tracking number to USPS. Also, a credit was issued, but not for the full amount. I am still working with the company to get a full refund.

Please do not fabricate the situation in attempt to redeem your companies customer service. I was originally denied my first attempt to collect a refund. It had nothing to do with the return date because it was not delivered correctly to begin with. In my opinion, if I had not submitted a complaint with the Revdex.com, I would not have received my refund at all.

Once refund is credited in full to my credit card, I will closed this dispute.

Cordially,

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

Sincerely,

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: I placed an order for eyewear on 10/**/15 style dg3195 dolce gabbana $150.00 order #[redacted], after a few days has not received a tracking # or any info about my order, I email them several times no response then I called twice finally spoke to some one and the mentioned the color brushed bordeaux was no longer available he then offered me other colors of which I was not interested. I then said please refund my order I do not like the other colors. I have since not heard back no received an email nothing please help..Desired Settlement: I truly desire my money back asap since they do not have the product.

Business

Response:

Hi, Our custmer placed a order on 10/**/2015 at our website [redacted] for D&G 3195 Glasses price was $150.95 when the order was placed we only AUTHORIZE this amount,however since the color was not in stock,and custmer only wanted a refund we VOID the transection on 10/**/2015. Thanks 10/**/2015 01:13PM VOID $150.95 [redacted] 10/**/2015 04:17PM AUTHORIZE $150.95 [redacted]

Review: I placed an order for my prescriptions glasess, I paid around $400 and never ever received my order I tried several times to contact them and let they know that I never got my order they only put me on hold and never got back to me, Finally afte I call for several weeks everyday debby answer the phone she did not apologize for the inconvenient and she told me that she got a signature on file so I request that she never send me a copy they are lying and they stole my money. please let as many people know to DO NOT DO BUSINESS WITH BETTER EYEWEAR they are thief's. I make a claim with the mail office. that there is not too much that they can do. so Im requesting my money back.Desired Settlement: I'm asking them to get a full refund I will never paid for a product that I never received.

Business

Response:

[redacted] placed an order for Ray Ban eyeglasses for $111.10 plus he added prescription lenses for $130 which brings it to a total of $241.10 (far from the inaccurate information provided by customer). He claims that he never received the pair of glasses but obviously the tracking number with a signature -signed by [redacted] proves otherwise. (customer is being inaccurate again) Apparently, he looks like an unorganized thief with a short-term memory! Please see tracking number [redacted] He already disputed this transaction with his credit card company but the claim was obviously resolved in sellers favor. This also proves that his bank was aware that he made a fraudulent claim. We are an established company, and we are always here to help our customers in case they experience any issue with delivery. However, when the item was not only delivered but has a signature of the customer on file as well, it is self-understood that we cannot send a replacement. He claims he called several times and we placed him on hold several times (inaccurate information again) According to our records, every phone call was answered promptly, it was documented and recorded. Here is a breakdown of his phone calls: phone call on 1/*/16 Customer called to let us know that the item was not received. He was informed that we will track the item, and if it is lost in transit, we will definitely send a replacement. He immediately started telling us that he would want the money back instead of a replacement (that's strange - anyone placing an order for eyeglasses would want the pair he ordered if he did not receive it. Why would he want money back instead? Especially if he was offered overnight shipping in case the glasses were lost in transit) Phone call on 1/*/15 Customer called and was yelling out of control repeatedly (per our recorded conversation) "[redacted]" When our representative began explaining why we cannot issue a refund, he continued to yell that he is not interested in any explanation "[redacted]" and hung up. Phone call on 1/*/15 Customer called again asking for a refund (this was after he received word from the bank that the charge-back was reversed in sellers favor) and demanded to speak to a supervisor. Our supervisor tried to explain but again, he was uninterested in any explanation, he demanded his money back. Perhaps the Revdex.com can make him understand how proper business is conducted! P.S. We have already filed a complaint with the 'internet crime complaint center' to report these [redacted] fraudulent actions.