Campus Guide

We are sorry to hear Mr. [redacted] is not happy with our response. As stated in our previous correspondence, some of our inventory does indeed come directly from the manufacturer. We truly try to obtain and provide our customers as much updated information we may receive from the manufacturer. We know this is not the response Mr. [redacted] had looked for, but hope he understands our position in this matter and allows us another chance to exceed his expectations.  Regards,[redacted]Operations SupportCustomer Care

Complaint: [redacted]
I am rejecting this response because: The credit issued on Oct. 26th covered duties incurred for a faulty pair shipped to me and my return postage.  On or around Nov. 29 I received a replacement pair still with the original issue.  I paid $53.25 in duty. This pair was shipped back at a cost of approximately $18.00. I did not receive a refund for my return shipping even though OpticsPlanet has listed a refund of $18.73, dated on  12-20-17. The only transactions listed, as provided by my credit card company are:March 28th, 2017 $227.65 for my purchaseOct. 27th, 2017 -$71.98 a refund for duties paid and then return shippingDec. 8th 2017 -$155.67 (a partial refund for my original purchase.  This amount and 71.98 equal $227.65 but does not refund the total monies owed to me)There is no credit to my credit card for $18.73 made on 12-20-17.  I did receive a cheque for $53.25 which covers the duties I paid on Oct. 29th. Opticsplanet has sent out 4 pairs of faulty rx eyewear.  I have paid for duty 3 times and return shipping 3 times. In total I paid unnecessary duties of approx. $50 3 times and paid to return faulty items 3 times at a cost of approximately $18.00 each time. I was told that duties and return shipping would be covered each time.   With each return my receipts were included.  As well, photos were included with emails to customer service to support my claim.OpticsPlanet has paid me for 2 instances of duty and 1 instance of shipping.  They claim to have paid me for a second instance of return shipping on 12-20-17 which my credit card company states has not been paid.  In addition Opticsplanet has paid me $155.67 of the original $227.65 that I paid. Opticsplanet still owes me $71.98 towards the price of my original purchase.  In addition, Opticsplanet owes me for 1 instance of return shipping (approximately $18 total) and one instance of duty (approximately $50).   I think that Opticsplanet, through some kind of internal mix up used the same pair of rx lenses each time while providing new frames.  This resulted in the same defect occurring again and again.  At this point Opticsplanet has not exceeded my expectations as they have neither delivered an undamaged pair of rx sunglasses as originally purchased nor have they refunded my purchase price or  the costs I incurred that Opticsplanet said they would cover.As well, the refusal to return my phone calls so this could be amicably resolved without involving the Revdex.com has not been apologized for. The total still owed to me is $139.98.
Sincerely,
[redacted]

We are sorry to hear Mr. [redacted] is not happy with our response. As stated in our previous correspondence, at the time his order was placed we were not aware of the items discontinued status.  Items on discontinued status are either no longer available from the manufacturer or Optics Planet no longer sells. Unfortunately, we cannot comply with his request. We know this is not the response Mr. [redacted] had looked for, but hope he understands our position in this matter and allows us another chance to exceed his expectations.  Regards,[redacted]Operations SupportCustomer Care

We are very sorry to hear of Mr. [redacted] comments regarding his recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him.Since many of our items ship directly from the manufacturer, availability of in...

stock items is not immediately known. When we receive an update, it is posted on our website. We are sorry the manufacturer continues to push back the delivery date. The manufacturer ships us a few of these SKUs every couple of months, that is why he is currently 5th in line to receive one. If the item is no longer needed and/or Mr. [redacted] wishes to cancel, please have him contact us. We will leave the order as is, unless we hear back from him. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future.  Regards, [redacted]Operations SupportCustomer Care

Complaint: [redacted]
I am rejecting this response because: the credit to my credit card made in October covered duties and shipping incurred due to Opticsplanets errors up until that point.  It was not until December 7th, in an email to me, that a mention was made of refunding me the price of the glasses purchased.  This is after the credit, for duties and shipping for the 2x previous, was made in October.It was not until December 7th that I hear about a refund being made for my purchase and it is acknowledged that the total being paid out to me is more than the original order and will have to be made through another department.  For some reason the department making the rebate incorrectly assumed that the Oct credit was a partial purchase credit, which it wasn't. I have pasted the emails below.  You may notice that I have had to email the original customer service rep in December due to no response from her supervisor who was to handle the matter.  As well, the tone is so conciliatory and apologetic I hope you can see why this has dragged on so long.  I had every confidence that Opticsplanet would live up to the promises that they made...until they stopped communicating and would not return my calls.   As well, they have already acknowledged that all credits had not been sent out resulting in their issuing a cheque for shipping during this process.  Opticsplanet, to live up the promises that THEY made without me asking for them, needs to still issue me a credit of $71.98 to fully refund my purchase price.  OpticsPlanet Eyewear Group<[email protected]>11/20/17to[redacted]Hello [redacted]   I have been pushing all these issues with my supervisor but he has yet to get back to me. He is out of the office today and starting tomorrow I am on vacation. In case he does not contact you in the next few days. His name is [redacted] and he can be reached at[redacted]9 Attachments[redacted]12/5/17toOpticsPlanetHello [redacted]I hope you enjoyed your vacation.  Regarding the sunglasses I have phoned the number provided but have received no response.  Should I be contacting someone else?Thank you for any aid you can provide.Regards,[redacted]OpticsPlanet Eyewear Group<[email protected]>12/6/17tomeCharles, I am SO incredibly sorry! I assumed he had taken care of you. I’m going to talk to him now.  Best regards, [redacted]
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gmail.com>12/7/17toOpticsPlanetThank you [redacted]  I appreciate your involvement and hope we can have this resolved shortly.OpticsPlanet Eyewear Group<[email protected]>12/7/17tomeIt shall, I have been advised to get you credited back. It might take a few days since the credit is more than the order. I have to work through another department, but I’ll get it done as soon as possible.  Best regards, [redacted]
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Sincerely,
[redacted]

We are sorry to hear Mr. [redacted] is not happy with our response. As stated in our previous correspondence, check 70441 was issued 05/10/18 for $98.99. It should arrive within 7-10 business days. If he does not receive it, please let us know. We know this is not the response Mr. [redacted] had looked for, but hope he understands our position in this matter and allows us another chance to exceed his expectations.  Regards,[redacted]Operations SupportCustomer Care

We are very sorry to hear of Mr. [redacted] comments regarding his recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him. We reviewed the items Mr. [redacted] listed in his complaint and all items...

were below Lyman’s prices online. We strive to provide our customers with great prices, unmatched selection of products and exceptional customer service. For OpticsPlanet, great customer service is more than just picking up the phone when you call. To us, it means providing the most complete offering of products, services, resources and more to create a premium shopping experience each and every time you visit. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future.  Regards, [redacted] Operation SupportCustomer Care

We are very sorry to hear about Mr. [redacted] recent shopping experience.  Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him. This being said the information that you were provided with is all the information we...

obtained from the manufacturer at the time. We completely understand the frustration and inconvenience this can cause our customers; that we truly try to obtain and provide our customers as much updated information we may receive from the manufacturer. Nonetheless, this does not justify the fact that we did not provide an update on the estimated time for shipment of your order. According to our supplier, we expect the item to be back in stock approximately September 15. As soon as it is in our warehouse, we will process and ship the item. An email will be sent with confirmation and tracking information. Or, we can cancel this order for him. We will leave the order as is, unless we hear back from him. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future.Regards,[redacted]Operations SupportCustomer Care

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.
Sincerely,
[redacted]

We are very sorry for the issues Mr. [redacted] is experiencing with his recent shopping experience. We apologize for the inconvenience and frustration this may have caused him.According to our records, a check request was submitted for the $17.98 credit promised him. If he would like to return the...

items, our return policy allows customers who are not satisfied with their purchase to return most items within 30 days of receipt for an exchange or full refund. Please see our website for further information. If he wishes to return the item, please have him complete a Return Merchandise Authorization form (RMA) to initiate the process.Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future.  Regards, [redacted] Operation SupportCustomer Care

We are very sorry to hear of Mr. [redacted] comments regarding his recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him. Since many of our items ship directly from the manufacturer, availability of in...

stock items is not immediately known. When we receive an update, it is posted on our website. We are sorry the manufacturer continues to push back the delivery date. Currently we are showing an April 21 back in stock date. If the item is no longer needed and/or Mr. [redacted] wishes to cancel, please have him contact us. We will leave the order as is, unless we hear back from him. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future.  Regards,[redacted]Operations SupportCustomer Care

credit has been issued. everything is all set.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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]cant refuse something I dont understand, I asked for clarification and company ignored me, I did charge backs to protect myself.  they take forever to respond to inquiries as well, I believe they do this intentionally to push returns outside their 30 day return policy, which has already passed with both items.

I guess what it all boils down to is customer service or lack thereof in this case.  It should NEVER take a month for a company to return funds to a customer, NEVER!!!  I expect a refund will eventually come my way, however, it has not happened yet and when it does happen I will still have ill feelings toward this merchant, as they provided little to no customer service and show little to no concern for their customers.  Definitely no repeat business from me. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Well today they sent me an email cancelling my order after numerous story changes, failed to meet dates, and just yesterday was told November fifth. Then I file a complaint with the Revdex.com and now my order gets cancelled? Now I understand why their consumer affairs rating is so bad.

We are sorry to hear Mr. [redacted] is not happy with our response. According to our records, Mr. [redacted] has spoken with our Customer Service Management team regarding this order and he is satisfied. We are shipping him this item at no cost as our gesture of goodwill. Please let us know if this is not correct. We hope he allows us another chance to exceed his expectations.  Regards, [redacted]Operations SupportCustomer Care

Complaint: [redacted]
I am rejecting this response because:Empty  words   -  I just checked their prices for Lyman sizing dies on their site  http://www.opticsplanet.com/lyman-sizing-dies-h-i.html they're still showing  list prices above the Lyman MSRP   $34.99 for all size H&I sizing Dies leading MISLEADING REPRESENTATIONS OF DISCOUNTS they had the same Comments from me on Monday - and didn't Fix -- THEREFORE IF THEY SHOW A MSRP OF $39.99 OR 38.99 VS THE 34.99 ON THE LYMAN WEBSITETHEY'RE INFLATING THEIR PERCENT DISCOUNT  -- LURING CUSTOMERS  IN WITH FALSE INFORMATION SINCE THEY DIDN'T FIX IT - WHEN IT WAS SPECIFICALLY POINTED OUT TO THEM I BELIEVE THEY ARE RECALCITRANT IN THIS FALSE ADVERTISING TECHNIQUE   
Sincerely,
[redacted]

We are very sorry to hear of Mr. [redacted]'s comments regarding his recent shopping experience. We apologize for the inconvenience and frustration this issue may have caused him.
Every effort has been made to ensure accuracy of information listed on our website. According to our records,...

additional items have been sent at no cost to compensate him for the website description error. We regret he did not feel that he received excellent customer service from our agent. Customer service is our number one priority. Mr. [redacted] is an important customer and we value his opinion.
Our customer experience team looks for ways we can improve processes and customer satisfaction. One of these ways is to incorporate customer suggestions to ensure a satisfactory result when visiting our website. We have forwarded his comments to the customer experience management staff for future training opportunities.
Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future.
Regards,
[redacted] F.
Operation Support
Customer Care

Initial Business Response /* (1000, 5, 2015/09/28) */
We are very sorry to hear about Mr.[redacted] recent shopping experience. Due to an error in our shipping department, he was again sent an incorrect item. Please accept our apology for any inconvenience or frustration we may have caused him....


According to UPS, his package has shipped back to our warehouse. As soon as we receive the wrong product back, his return will be processed and a credit to the original form of payment will be made.
Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future.
Regards,
[redacted]
Operation Support
Customer Care

Complaint: [redacted]
I am rejecting this initial  response because:
Sincerely,
[redacted] The first thing I would like to know where is the item I returned. I have proof of delivery to the Companies Aurora, Il location on 3/20/17.  Today I received an E mail to the effect the item had been shipped to me, with a [redacted] tracking number. The tracking number fails to appear in the [redacted] system. It is in fact unknown to [redacted]. On  3/22/17 @ approx 2:40 PM contacted [redacted] (cust. Service Rep your location) she can not determine the source of the email, put me on hold for five min..When she returned still could not provide me an answer as to the where in your company my return item is located or any information as to the status.   On a second attempt to determine the answer to my inquire,  [redacted] advised me they received the item in question on 3/20/17, and it is due to be processed on Friday, at which time the amount of my purchase price of $175.12 will put back on my card.   At this point in time, I believe it would be reasonable for me to allow until Friday to complete this transaction.