we offer rx changes on most all product lenses we sell in our store, even though most of the time the redo reason is not our error but an rx change. in the case of the lenses purchased by [redacted] the rx being changed by the doctor and the type of lens purchased custom trivex with a crizal...
sapphire anti glare makes the redo only possible for the same Rx once within two years. we do not dispute the scratches on the lenses received and have absolutely no issue replacing them for this or any other frame selected by [redacted] Mia did not see that the lenses were sapphire thought they were the more commonly sold trivex with a stock crizal called Alize. so the error is and I do not dispute that she did probably say we could replace the lenses not only for the scratches but the Rx as well. as 99% of the time the lenses are stock and exchangeable for unto 30 days, not sure if others even offer that. I understand the frustration [redacted] is feeling, but Essilor the lens brand manufacturer will not replace these for us for a change in Rx only for the same Rx. I at the same time do not want to make any enemies and want to help my customer. I am willing to make this offer. I will replace the lenses with new ones, for the trivex trexa with crizal Alize and still offer the two year lens warranty on the new lenses purchased outside of the original sale. the lenses I would install would be made with the new Rx and filled at no cost to [redacted] I will pay for the shipping and replacement cost for these stock lenses still made by the same manufacturer. please call me ###-###-#### looking forward to resolve this order and get glasses back to you. Lee W[redacted]
order placed with us on July third we called the vendor on the 5th first day back from the long holiday weekend. we were informed the frame our customer order was in production and not ready to ship, since we do not send frames from our store stock as those frames have been tried on we always get...
new frames from the vendor. we notified our custom that frame was on back order and offered a discount to keep the order, he agreed. we then proceeded to place an order for the frame getting in line for one at a first come first serve basis. the two day air is offered complinmentery to all our customers paying over $400 for a total bill. we refunded the order in full a few days ago at the request of the customer. Lee
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:
Thanks for the response. The frame was bent, which cannot be fixed, as the pictures have shown. The lens was damaged, as the pictures have shown. One of the screws was damaged, which the pictures have shown. There are simply too many damaged pieces for these glasses to be fixed or repaired. I have also filed a complaint with the NY State Attorney General's office for fraudulent business practices/not as advertised/refusal to offer refund when product was returned. Product returned per [redacted]: see tracking number: Delivered On:Friday, 05/**/2016 at 10:30 A.M.Left At:Inside DeliverySigned By:ZIGE My last request is for a full and complete refund of the full purchase price. Otherwise, I will further escalate this matter to a civil court in Tampa, Florida, where the business owner will have to report per a court subpoena in person, where I will ask for the total purchase price, court costs, fees, etc.
Thank you for your time.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
we have been making glasses in our NY location since 1998 and take care of each individual order as it was being fabricated for a family member or friend.we do have the glasses in our store and have checked them and our invoice with the RX with our Essilor lab. we understand that the glasses are...
uncomfortable for Ms. Wade all we are saying is that we filled them correctly as per her prescription provided to us. we offer to remake them not to acknowledge an error, but instead we offer to remake the glasses if there are any adjustments to the RX from the Doctor Ms. Wade had visited. we did notice the the nose pads were very out of shape when and requested pictures in certain positions of the older glasses so we can see if the tilts or angles of the previous pair is very different from the new one. we still stand behind the work and are willing to make the glasses over if necessary or adjust them to fit as per previously worn pair. I would be more then happy to speak with [redacted] anytime mon-fri 11-6pm to address the complaint. ###-###-#### [redacted] Lee W.
we have replaced the frame once before and as stated on our sites policy page we only replace frames once, I have spoken to my [redacted] and he will make a one time exception to accommodate our customer. please have [redacted] contact [redacted] at ext [redacted] to arrange the warranty. at $10 ship fee will...
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]
They habe the glasses and still have not done the work.I was told when they sent me the shipping label on the 20th of June they were going to order the lenese which they did not. It has been one excuse after another since I placed the order in May.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
this is insulting, we are an optical store in NYC for the past 18 years. to say the frame is fake is not only insulting, but 100% wrong. we do not have to but if the customer likes we can offer proof of purchase to them with their name on an invoice for this product from Tag Heuer. if the frame is...
not to the liking we can replace it or change the style altogether, but we do not offer refunds. lenses are 100% essilor transition 7 graphite green with crizal Prevencia a premium product made to order for this unique job. with all that said I am here to help and make sure that the end my customer is satisfied. if need be we can replace the frame for a different style or return this frame for replacement if the original was not satisfactory.
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:
It has been a full two weeks since I mailed the glasses back with absolutely ZERO response from CoolFrames in that time. Based on your representative's answer on the phone (which was indicated to come from the manager) there was to be no adjustment, no refund, and I would have to pay shipping, I filed this complaint, received a refund from my credit card company, and purchased glasses from another vendor. I have no need of your glasses as I have already received the new pair. Your company refused to honor any of the points accrued from past purchases ("[redacted]"), you insisted I take my time and effort to diagnose the problem on my own locally, your representative was at best unhelpful and even went so far as to state there was no guarantee the corrected lenses would work as I had not supplied the optical center information with my prescription (even though that would be IMPOSSIBLE for anyone without the frames in-hand to do).Please take this as notice that I do not want your product, have already returned it, and will only accept a full refund.
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 again respectfully decline your offer. The quality of the materials selected by you is immaterial to the correctness of their manufacture. No other vendor has asked me to take either my nor a local optometrist's time to determine or correct an OC error, not has any other vendor waited two weeks before responding.You also very much DID "...have a problem..." exchanging the frames, with your rep (after consulting with the manager on duty) stating I would be charged return shipping and a processing fee. Any offers other than that have only come after I made extraordinary efforts on my part to indicate my displeasure.You may obviously take whatever measures you deem necessary with the bank. My stance is firm in requiring no less than a full refund and cessation of any further charges and collections beyond what was initially authorized by me in my order with you.
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:
Unfortunately, because the product was damaged upon arrival, the polish was less than professional, and because the frame was deformed upon arrival (pictures as evidence), a full refund will satisfy this complaint. The product was returned, which the seller should have received--a tracking number will confirm. Because of the flaws of the original product, I do not feel comfortable ordering/replacing any products from this seller.
"The best and easiest way to understand the authenticity of a TAG Heuer frame is by looking at the product information written inside the temples. The factory in France has a heat press technology used by no other eyewear maker I know of. Everyone uses silk printing method, which basically look like numbers and letters are printed, whereas with TAG Heuer, the numbers are sunk into the frame temples. Fake TAG Heuer frames only have this on the outer part of the temples, where the TAG Heuer logo is. However it's a very expensive and unique technology to press different numbers such as Product Code, Lens & Bridge Size, Color information, and etc. for each style and variation." The picture attached is evidence that Tag's imprinting technology wasn't used for these glasses, because the imprinting is not clear. Further, the certificate can easily be reproduced, so this alone isn't evidence of authenticity.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
at this point I see we will continue to go back and for and stand on the same reasons and not budge. I am will to offer the store credit that I originally offered and if need be provide new lenses for a new frame within the same pricing as the original order. Lee
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 do not want to return the lenses. I just want the extra $24.00 I spent on them back since they aren't useable. I already replaced the lenses as I had to because I needed glasses to see. If you want to keep a customer satisfied just return the $24.00.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I suppose we are at a dead lock. the OC you refer to is not something taken for single vision lens order. that is a fact and the doctor that told you it is I'm sure is not too happy that you purchased glasses elsewhere.you have filled a charge back with your credit card as is your right, we have a right to respond and plea our case. if we happen to win I will make every effort to still try to resolve the order with you at no extra cost to you. u purchased salt a top brand and a 1.74 with avance a top stock lens. we provided a finished product exactly to the request made from your order, without any errors.I am unsure how the Revdex.com can assist us at this point. Lee
I am glad to have this matter brought to my attention. of course the processing fee will be waived and the monies spent on shipping to us for a redo will be refunded as well. we received the return today and have begun to redo the lenses and ordered a new frame that we were asked to exchange. the...
entire process should not take more then 7 days or so. we will then [redacted] at our expense the finished new frame with the smaller size 51 and new color overnight. will will make the Optical Center adjustment to 21 as requested by Val. generally the optical center is placed on single vision lenses half way up the lens depth in this case 14mm. we will make the change to 21mm as e have been asked to do. I have noted the account to show a refund request of the shipping to us, say $10 I would guess and if more please let me know and to ship the order overnight to Val once complete. Lee W.CF.com
we offer rx changes on most all product lenses we sell in our store, even though most of the time the redo reason is not our error but an rx change. in the case of the lenses purchased by [redacted] the rx being changed by the doctor and the type of lens purchased custom trivex with a crizal...
sapphire anti glare makes the redo only possible for the same Rx once within two years. we do not dispute the scratches on the lenses received and have absolutely no issue replacing them for this or any other frame selected by [redacted] Mia did not see that the lenses were sapphire thought they were the more commonly sold trivex with a stock crizal called Alize. so the error is and I do not dispute that she did probably say we could replace the lenses not only for the scratches but the Rx as well. as 99% of the time the lenses are stock and exchangeable for unto 30 days, not sure if others even offer that. I understand the frustration [redacted] is feeling, but Essilor the lens brand manufacturer will not replace these for us for a change in Rx only for the same Rx. I at the same time do not want to make any enemies and want to help my customer. I am willing to make this offer. I will replace the lenses with new ones, for the trivex trexa with crizal Alize and still offer the two year lens warranty on the new lenses purchased outside of the original sale. the lenses I would install would be made with the new Rx and filled at no cost to [redacted] I will pay for the shipping and replacement cost for these stock lenses still made by the same manufacturer. please call me ###-###-#### looking forward to resolve this order and get glasses back to you. Lee W[redacted]
order placed with us on July third we called the vendor on the 5th first day back from the long holiday weekend. we were informed the frame our customer order was in production and not ready to ship, since we do not send frames from our store stock as those frames have been tried on we always get...
new frames from the vendor. we notified our custom that frame was on back order and offered a discount to keep the order, he agreed. we then proceeded to place an order for the frame getting in line for one at a first come first serve basis. the two day air is offered complinmentery to all our customers paying over $400 for a total bill. we refunded the order in full a few days ago at the request of the customer. Lee
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:
Thanks for the response. The frame was bent, which cannot be fixed, as the pictures have shown. The lens was damaged, as the pictures have shown. One of the screws was damaged, which the pictures have shown. There are simply too many damaged pieces for these glasses to be fixed or repaired. I have also filed a complaint with the NY State Attorney General's office for fraudulent business practices/not as advertised/refusal to offer refund when product was returned. Product returned per [redacted]: see tracking number: Delivered On:Friday, 05/**/2016 at 10:30 A.M.Left At:Inside DeliverySigned By:ZIGE My last request is for a full and complete refund of the full purchase price. Otherwise, I will further escalate this matter to a civil court in Tampa, Florida, where the business owner will have to report per a court subpoena in person, where I will ask for the total purchase price, court costs, fees, etc.
Thank you for your time.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
we have been making glasses in our NY location since 1998 and take care of each individual order as it was being fabricated for a family member or friend.we do have the glasses in our store and have checked them and our invoice with the RX with our Essilor lab. we understand that the glasses are...
uncomfortable for Ms. Wade all we are saying is that we filled them correctly as per her prescription provided to us. we offer to remake them not to acknowledge an error, but instead we offer to remake the glasses if there are any adjustments to the RX from the Doctor Ms. Wade had visited. we did notice the the nose pads were very out of shape when and requested pictures in certain positions of the older glasses so we can see if the tilts or angles of the previous pair is very different from the new one. we still stand behind the work and are willing to make the glasses over if necessary or adjust them to fit as per previously worn pair. I would be more then happy to speak with [redacted] anytime mon-fri 11-6pm to address the complaint. ###-###-#### [redacted] Lee W.
we have replaced the frame once before and as stated on our sites policy page we only replace frames once, I have spoken to my [redacted] and he will make a one time exception to accommodate our customer. please have [redacted] contact [redacted] at ext [redacted] to arrange the warranty. at $10 ship fee will...
also have to be paid.###-###-####[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]
They habe the glasses and still have not done the work.I was told when they sent me the shipping label on the 20th of June they were going to order the lenese which they did not. It has been one excuse after another since I placed the order in May.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
this is insulting, we are an optical store in NYC for the past 18 years. to say the frame is fake is not only insulting, but 100% wrong. we do not have to but if the customer likes we can offer proof of purchase to them with their name on an invoice for this product from Tag Heuer. if the frame is...
not to the liking we can replace it or change the style altogether, but we do not offer refunds. lenses are 100% essilor transition 7 graphite green with crizal Prevencia a premium product made to order for this unique job. with all that said I am here to help and make sure that the end my customer is satisfied. if need be we can replace the frame for a different style or return this frame for replacement if the original was not satisfactory.
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:
It has been a full two weeks since I mailed the glasses back with absolutely ZERO response from CoolFrames in that time. Based on your representative's answer on the phone (which was indicated to come from the manager) there was to be no adjustment, no refund, and I would have to pay shipping, I filed this complaint, received a refund from my credit card company, and purchased glasses from another vendor. I have no need of your glasses as I have already received the new pair. Your company refused to honor any of the points accrued from past purchases ("[redacted]"), you insisted I take my time and effort to diagnose the problem on my own locally, your representative was at best unhelpful and even went so far as to state there was no guarantee the corrected lenses would work as I had not supplied the optical center information with my prescription (even though that would be IMPOSSIBLE for anyone without the frames in-hand to do).Please take this as notice that I do not want your product, have already returned it, and will only accept a full refund.
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 again respectfully decline your offer. The quality of the materials selected by you is immaterial to the correctness of their manufacture. No other vendor has asked me to take either my nor a local optometrist's time to determine or correct an OC error, not has any other vendor waited two weeks before responding.You also very much DID "...have a problem..." exchanging the frames, with your rep (after consulting with the manager on duty) stating I would be charged return shipping and a processing fee. Any offers other than that have only come after I made extraordinary efforts on my part to indicate my displeasure.You may obviously take whatever measures you deem necessary with the bank. My stance is firm in requiring no less than a full refund and cessation of any further charges and collections beyond what was initially authorized by me in my order with you.
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:
Unfortunately, because the product was damaged upon arrival, the polish was less than professional, and because the frame was deformed upon arrival (pictures as evidence), a full refund will satisfy this complaint. The product was returned, which the seller should have received--a tracking number will confirm. Because of the flaws of the original product, I do not feel comfortable ordering/replacing any products from this seller.
"The best and easiest way to understand the authenticity of a TAG Heuer frame is by looking at the product information written inside the temples. The factory in France has a heat press technology used by no other eyewear maker I know of. Everyone uses silk printing method, which basically look like numbers and letters are printed, whereas with TAG Heuer, the numbers are sunk into the frame temples. Fake TAG Heuer frames only have this on the outer part of the temples, where the TAG Heuer logo is. However it's a very expensive and unique technology to press different numbers such as Product Code, Lens & Bridge Size, Color information, and etc. for each style and variation." The picture attached is evidence that Tag's imprinting technology wasn't used for these glasses, because the imprinting is not clear. Further, the certificate can easily be reproduced, so this alone isn't evidence of authenticity.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
at this point I see we will continue to go back and for and stand on the same reasons and not budge. I am will to offer the store credit that I originally offered and if need be provide new lenses for a new frame within the same pricing as the original order. Lee
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 do not want to return the lenses. I just want the extra $24.00 I spent on them back since they aren't useable. I already replaced the lenses as I had to because I needed glasses to see. If you want to keep a customer satisfied just return the $24.00.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I suppose we are at a dead lock. the OC you refer to is not something taken for single vision lens order. that is a fact and the doctor that told you it is I'm sure is not too happy that you purchased glasses elsewhere.you have filled a charge back with your credit card as is your right, we have a right to respond and plea our case. if we happen to win I will make every effort to still try to resolve the order with you at no extra cost to you. u purchased salt a top brand and a 1.74 with avance a top stock lens. we provided a finished product exactly to the request made from your order, without any errors.I am unsure how the Revdex.com can assist us at this point. Lee
I am glad to have this matter brought to my attention. of course the processing fee will be waived and the monies spent on shipping to us for a redo will be refunded as well. we received the return today and have begun to redo the lenses and ordered a new frame that we were asked to exchange. the...
entire process should not take more then 7 days or so. we will then [redacted] at our expense the finished new frame with the smaller size 51 and new color overnight. will will make the Optical Center adjustment to 21 as requested by Val. generally the optical center is placed on single vision lenses half way up the lens depth in this case 14mm. we will make the change to 21mm as e have been asked to do. I have noted the account to show a refund request of the shipping to us, say $10 I would guess and if more please let me know and to ship the order overnight to Val once complete. Lee W.CF.com