David's Tree & Stump

[redacted] purchased from us on 1/*/17, order began to process on the 9th first business daynew frame and lenses were ordered to satisfy orderbrand new frame and lenses to fill as patient specified in her orderlenses are inspected three times prior to shipping, if the lenses we install are not comfortable for any reason we stand behind the work and offer as any store would a redo and as any store lenses are not refundable or returnableour staff is cordial, professional and sympathetic if our customer is having an issuewe strive to provide good service as re hope to get return businessas it is impossible to show all policies at checkout as it is impossible to list all policies and require everyone to read them in an online or brick and mortar environmentwe do ask everyone buying from us to check of a box prior to checkout to ensure we do our best to have our customers be aware of our policies and encourage a good buying experiencewe are unsure if our customer have or have not read our short list of policies,but we do not allow a checkout to occur if the I have read store policies is not checked offwe still stand behind the work on the lenses we installed and will replace them for [redacted] if she chooses to have us do that for herlenses she purchased have a one year warranty and the lenses can be redone for the frame she purchased from us or even another frame she may have and wants to install new lenses with the RX provided Lee W.coolframes.com

order placed with us on July third we called the vendor on the 5th first day back from the long holiday weekendwe 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 vendorwe notified our custom that frame was on back order and offered a discount to keep the order, he agreedwe then proceeded to place an order for the frame getting in line for one at a first come first serve basisthe two day air is offered complinmentery to all our customers paying over $for a total billwe refunded the order in full a few days ago at the request of the customerLee

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]

I suppose we are at a dead lockthe OC you refer to is not something taken for single vision lens orderthat 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 caseif we happen to win I will make every effort to still try to resolve the order with you at no extra cost to youu purchased salt a top brand and a with avance a top stock lenswe 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 pointLee

I am glad to have this matter brought to my attentionof course the processing fee will be waived and the monies spent on shipping to us for a redo will be refunded as wellwe received the return today and have begun to redo the lenses and ordered a new frame that we were asked to exchangethe entire process should not take more then days or sowe will then [redacted] at our expense the finished new frame with the smaller size and new color overnightwill will make the Optical Center adjustment to as requested by Valgenerally the optical center is placed on single vision lenses half way up the lens depth in this case 14mmwe will make the change to 21mm as e have been asked to doi have noted the account to show a refund request of the shipping to us, say $i would guess and if more please let me know and to ship the order overnight to Val once completeLee W.CF.com

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 notIt 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]

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 customerplease have [redacted] contact [redacted] at ext [redacted] to arrange the warrantyat $ship fee will also have to be paid.###-###-#### [redacted]

from the notes of this order, we sold a frame to *** *** on 3/*/and she asked for us to exchange it.all exchanges must be made with in days, which in this case it wasthe replacement frame was then also returned and this allows the customer a store credit not a refundthe store credit
can not be combined with what we call coolcash that is given to our customers on a completed order that is kept not returned and is a coupon for future purchased not used on an exchangethe coupon is intended for future purchases not exchanges

I am not sure what is going on, but I have already spoken to *** and told her that I got an approval from my lab to resolve the order.we are correcting the RX that was given *** *** wrong by their Doctor, not our errorwe are standing behind our work and that is not really something we would generally dowe are currently working on the replacement not only lenses, but frame and lens shapei always want to do what is best for my customer within reason and I feel we have done that in this case. Lee W***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, *** *** I do feel like they need to change their "so called" one year warranty so problems like this will not happen in the future!

at this point I see we will continue to go back and for and stand on the same reasons and not budgei 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

*** *** my name is Lee one of the owners of CF.com I am very sorry you are getting a run around and have not received 100% serviceall my customers are very important to me and I would love to make it up to you, first of all if possible I would love to speak to you over the phone so that I can
resolve the complaint and assist you in getting the glasses perfectthere is no reason anyone buying from my store needs to be upset###-###-####if I am not at my desk please leave me a message and I will call you back promptly. Lee W

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Thanks for the responseThe frame was bent, which cannot be fixed, as the pictures have shownThe lens was damaged, as the pictures have shownOne of the screws was damaged, which the pictures have shownThere are simply too many damaged pieces for these glasses to be fixed or repairedI 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 returnedProduct returned per ***: see tracking number: Delivered On:Friday, 05/**/at 10:A.M.Left At:Inside DeliverySigned By:ZIGE My last request is for a full and complete refund of the full purchase priceOtherwise, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: The way Coolframes.com has handled this entire situation has been unacceptable and unprofessional. It took weeks for them to make the glassesDuring that time, they were unresponsive to most of my emails. (I was trying to get updates since it was taking so long.) When I finally did get the glasses, the Rx was wrong as verified by my doctor (and the headaches they caused since my vision was not accurately corrected). When I contacted them to request a return postage label because I would be returning the glasses, most of my emails were (once again) unanswered. Since they were unresponsive, I decided to go ahead and return the glasses at my expense. When I emailed them to ask when my payment would be refunded, they said that they would contact me when they received the glasses. However, they had already received the glasses days prior and didn't even know they had them. After that, I made separate email requests for a refund. The first were ignored. In my 4th request, I explained that I would file a complaint with the Revdex.com if they didn't respond. They responded and said that they won't give me a refund, but offered to make the glasses again. It has been almost months since I ordered and paid for my glassesThis has gone on long enough. I am not willing to wait another weeks for glasses that may or may not be correctI am confident that Coolframes.com makes good glasses MOST of the time. But, no company is able to produce a product with 100% accuracy all the time. Mistakes are made -- and this was one of those mistakes. Unfortunately, Coolframes.com has chosen not to handle their mistake appropriately.Sincerely,
*** ***

we have been making glasses in our NY location since 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 labwe understand that the glasses are
uncomfortable for MsWade all we are saying is that we filled them correctly as per her prescription provided to uswe 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 MsWade had visitedwe 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 onewe still stand behind the work and are willing to make the glasses over if necessary or adjust them to fit as per previously worn pairi would be more then happy to speak with *** anytime mon-fri 11-6pm to address the complaint###-###-#### *** Lee W

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 feeAny 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 bankMy 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,
*** ***

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 changein the case of the lenses purchased by *** *** 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 yearswe do not dispute the scratches on the lenses received and have absolutely no issue replacing them for this or any other frame selected by *** *** Mia did not see that the lenses were sapphire thought they were the more commonly sold trivex with a stock crizal called Alizeso 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 wellas 99% of the time the lenses are stock and exchangeable for unto days, not sure if others even offer thati understand the frustration *** *** is feeling, but Essilor the lens brand manufacturer will not replace these for us for a change in Rx only for the same Rxi at the same time do not want to make any enemies and want to help my customeri am willing to make this offeri 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 salethe lenses I would install would be made with the new Rx and filled at no cost to *** *** I will pay for the shipping and replacement cost for these stock lenses still made by the same manufacturerplease call me ###-###-#### looking forward to resolve this order and get glasses back to you. Lee W***

*** purchased from us on 1/*/17, order began to process on the 9th first business daynew frame and lenses were ordered to satisfy orderbrand new frame and lenses to fill as patient specified in her orderlenses are inspected three times prior to shipping, if the lenses we install are
not comfortable for any reason we stand behind the work and offer as any store would a redo and as any store lenses are not refundable or returnableour staff is cordial, professional and sympathetic if our customer is having an issuewe strive to provide good service as re hope to get return businessas it is impossible to show all policies at checkout as it is impossible to list all policies and require everyone to read them in an online or brick and mortar environmentwe do ask everyone buying from us to check of a box prior to checkout to ensure we do our best to have our customers be aware of our policies and encourage a good buying experiencewe are unsure if our customer have or have not read our short list of policies,but we do not allow a checkout to occur if the I have read store policies is not checked offwe still stand behind the work on the lenses we installed and will replace them for *** *** if she chooses to have us do that for herlenses she purchased have a one year warranty and the lenses can be redone for the frame she purchased from us or even another frame she may have and wants to install new lenses with the RX provided Lee W.coolframes.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 notIt 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,
*** ***

this is insulting, we are an optical store in NYC for the past yearsto say the frame is fake is not only insulting, but 100% wrongwe 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 Heuerif the frame is
not to the liking we can replace it or change the style altogether, but we do not offer refundslenses are 100% essilor transition graphite green with crizal Prevencia a premium product made to order for this unique jobwith all that said I am here to help and make sure that the end my customer is satisfiedif need be we can replace the frame for a different style or return this frame for replacement if the original was not satisfactory