Coastal Contacts

Thank you for the opportunity to respond and apologize for any distress caused by the payment process As of June 15th, the outstanding balance for [redacted] ' order was refunded in full back to [redacted] father's credit card As requested, the new order was cancelled and no new payment taken Should she have any further questions or concerns, she may contact the vision care supervisor, ***, at [redacted] @coastal.com directly

Thank you for the opportunity to respond We spoke with Mr [redacted] on February 4th, and once more would like to express our sincere apologies for the stressful and frustrating experience As we discussed on the phone, the full $was refunded back to the credit card on file and the glasses delivered on February 8th Mr [redacted] is welcome to contact the Vision Care Supervisor should he have any further questions or concerns

Hello,Thank you for bringing this to our attention.As noted by the customer, they had contacted us on 06/and was responded to by one of our supervisors, Eleni the same dayA refund of $was processed on our end on 06/Depending on the customer's financial institution's processing time, they should be seeing that come through on their end shortlyWe will follwith the customer to re-confirm this information.Thank you,Gregory M

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 meSincerely, [redacted]

Thank you for the opportunity to respond One of our supervisors will be reaching out to Ms *** directly via email to ensure we can best address any questions or concerns she has regarding our price match policy We really appreciate the chance to help make this right!

HelloI had reached out to this customer personally, shortly after the phone conversations with Allison that was referenced*** and I worked together to ensure that her prescription was corrected in her online account and that replacement pairs were put into production, which she will be
receiving shortlyThank you for following up with us

Complaint: ***i do not want to be a customer of a company where emoloyees insults a persons disabilities including the way they speak I am rejecting this response because:Sincerely,*** ***

Thank you for the opportunity to respond. We sincerely apologize for the poor experience Ms*** had on her recent order and will be reviewing how this was communicated regarding the need for an alternate frame to be selected once it was affirmed that the prescription and PD measurements
were indeed correct (and therefore incompatible with the original frame selection.) As we do not process charges on credit-debits until the order ships out, when this order was cancelled prior to shipment the standing authorization hold was dropped. Authorization holds will appear identical to charges but as no funds are received by the merchant as a payment no refund is appliedInstead the original instance of the funds being held will be removed from the account record and the amount reinstanted. If Ms*** is still seeing that original hold of the funds (which may look identical to a charge) she may reply to the Vision Care Supervisor, ***, who contacted her via email so we can ensure the bank has correctly released the hold

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe resolution was made after filing the complaintWhile I am disappointed in the number of calls I had to make to finally get someone to take action, I am appreciative that Coastal.com has taken this situation seriously and made efforts to take care of the concernThank you.Sincerely, *** ***

Thank you for the opportunity to respondWe attempted to reach Ms*** at the *** *** *** number on file April 15th without response, a voicemail message having been left. In addition, we have emailed Ms *** at the email address on file, ***@yahoo.comWe would like to
sincerely apologize to Ms*** for any confusion over previous orders with an outstanding balance placed with the same informationThe financial department will be issuing a refund of $to Ms***Should Ms*** have any other questions or concerns, she may contact Jillian V in customer service directly at ***@coastal.com

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]

Thank you for the opportunity to respond and apologize for any distress caused by the payment process.  As of June 15th, the outstanding balance for [redacted]' order was refunded in full back to [redacted] father's credit card.  As requested, the new order was cancelled and no new...

payment taken.  Should she have any further questions or concerns, she may contact the vision care supervisor, [redacted], at [redacted]@coastal.com directly.

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]

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]

Thank you for the opportunity to respond.  We spoke with Mr. [redacted] on February 4th, and once more would like to express our sincere apologies for the stressful and frustrating experience.  As we discussed on the phone, the full $123.90 was refunded back to the credit card on file and the...

glasses delivered on February 8th.  Mr. [redacted] is welcome to contact the Vision Care Supervisor should he have any further questions or concerns.

We received a call from Mr. [redacted] yesterday morning regarding aninquiry about a first-time order for glasses with our company. The customerasked for a time frame for the completion of the order, which two of ouremployees did indeed provide. We of course apologize for any confusion caused,so we are...

happy to state that timeline here, which is: For single-vision, clear-lens glasses -- meaning for distance orreading, but not for both distance and reading, and then for lenses without aTransitions, polarized, or blue reflect tint --  we estimate 2-3 businessdays for production at our lab, and then a further 3-5 business day deliverywindow with our current delivery provider, [redacted]. Specialty lenses can take anadditional 1-2 business days to complete owing to their more sensitivemanufacturing needs.  The customer did ask us over the phone and via a Facebook PrivateMessage conversation whether we could upgrade his shipping method to an expressovernight service. We advised him both on the phone and via Facebook PrivateMessage that we were unable to provide an overnight shipping service on glassesat this time – even if the customer was willing to pay more for such a service.We did apologize to the customer for this inconvenience. The second request/question made by the customer was whether wecould ask [redacted] to insist for a signature upon delivery. We advised that whilewe can make this request, [redacted] does not typically insist on signatures and thatwe are unable at this time to switch to a courier like [redacted] or [redacted] which doestypically ask for a signature on delivery. We did apologize again to thecustomer for this further inconvenience. The third request made by the customer via Facebook PrivateMessage was that we apologize for what he perceived to be a negative attitudeon the part of the first ambassador that he spoke with. One of our Supervisorsdid take the time to apologize for any perceived impoliteness, and promised tohave the call reviewed with the ambassador for further training purposes. Thishas been performed as promised. At this stage, we believe that we are not able to meet thecustomer’s first two major requirements for assembly time, delivery, anddelivery security. As a result, it does seem that we are not the company whichis best equipped to assist Mr. [redacted] who – to date – has made no order withus.  We do sincerely apologize for any inconvenience or confusioncaused to the potential customer, and hope that he is able to find optical carethat meets his stated needs.

Thank you for the opportunity to respond. Ms [redacted] has our sincere apologies for any stress or inconvenience she has experienced, however our own accounts do not reflect any additional charge on the March order.  Indeed, our only contact is with PayPal and any activity between the credit card...

and PayPal is beyond our access.  The full $177.90 was reimbursed on our end on March 22nd.  We would advise following up or disputing the matter with PayPal directly as any interaction with the credit card is facilitated through the PayPal service.  Do not hesitate to let us know if any additional assistance is required.  We welcome any opportunity to help.

Hello,Thank you for bringing this to our attention.As noted by the customer, they had contacted us on 06/29 and was responded to by one of our supervisors, Eleni the same day. A refund of $123.75 was processed on our end on 06/30. Depending on the customer's financial institution's processing time,...

they should be seeing that come through on their end shortly. We will follow-up with the customer to re-confirm this information.Thank you,Gregory M