Enchroma

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ We had an incredible rush of orders and had to have many runs produced, we are working through our backlogIt is not humanly possible to respond to the level of inquiries we receive about order statusIt is not possible to scale a customer support team from 5-phone calls a day to 2,overnight Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/20) */ Got response from company finally, and they stated that it would ship out weeks ago, but I still have not received shipping information or the product

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ I am sorry that we do not currently have the customer service capacity to respond to you in the method you would prefer, but that is the reality of where we are right nowPhone calls are much less efficient so we go through those much much more slowlyWe do not respond faster to people who utilize alternate strategies to get to the front of the line, like twitter, which really just hurts those who do not do that We are going as fast as we possibly can and hiring people at a steady clip

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Contact Name and Title: [redacted] , Manager Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @enchroma.com This order was placed on December as statedAs this is a very busy time of the year we have made sure that every order sees this statement before placing payment: Allow 1-weeks processing time for items in stockTo calculate when your order will arrive, add the estimated processing time plus the shipping timeFor example, If you choose UPS Second Day air for an item that is in stock, you'll receive your order in 1-weeks processing time plus days shipping time The order was assembled within this two week shipping time and we prepared the shipping information on December 18th as noted, and handed the package to the mail carrier on December 23rd which was at the end of the two week preparation time as described at order placement We completely understand that this item is a time sensitive gift, but we were shipping out many more orders than this small company is used to and have tried to make all of our customers as happy as can be There have been many reports this season in the media that both USPS and UPS have been greatly delayed in delivering packagesWe have done our best to work with both entities to see what we can do, but there is only so much that can be done due how pressure both those systems are under with holiday deliveries and weather issuesWhile we don't ship with FedEx we've also heard that they are having problems meeting customer demand at this time of year Regarding the company delivering the packageOn the checkout page we let our customers choose from either the United States Postal Service or UPS This option is displayed on the checkout page before payment and clearly states: UPS Ground (Free) UPS Second Day Air Priority Mail Priority Mail Express We are sorry if that wasn't clear to you during check out that the last two entries were for the USPSWe will try to make that clearer to customers in the future I've attempted to find the phone call you have mentioned, but it doesn't appear to be coming from the number we have on file If you would like to have that reviewed, in a private message to [redacted] @enchroma.com, please send me the details of what time and what number you usedWe can then see what appropriate action should have taken place at that time Warmly, [redacted] EnChroma Customer Support Manager Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would have have called from XXX-XXX-XXXX or XXX-XXX-XXXX It is now 12/and I still have not received my itemI am requesting a full refund Final Business Response / [redacted] (4000, 10, 2016/01/04) */ Happy new year, I've checked with the United States Postal Service and they noted that on December 31, at 12:PM the item was delivered to your home Hopefully this was just after you sent your response to this message board If you would like to return the item please contact us directly at [redacted] @enchroma.com with the order number as a few personal details are needed to complete that transaction which wouldn't be good to place on a public forum like this Sincerely, [redacted] EnChroma Customer Support Manager

Initial Business Response / [redacted] (1000, 7, 2015/08/06) */ Hello [redacted] , Thank you for prompting us through Revdex.comI have investigated the circumstances of your refund and it does appear there was an administrative errorWe are very sorry for the inconvenience and distress this has caused youI have sent you a private email to confirm your payment informationPlease respond and your refund will be completed immediately Sincerely, [redacted] Account Specialist Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/09) */

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Customer ordered a custom framed eyewear product which upon completion had one lens which did not pass [redacted] quality control standards and had to be re-doneEnChroma is unable to immediately ship a product which we do not stock in inventory but made at the request of customer and is in the process of being madeCompany clearly communicated this to customer at the time of purchaseThe Order will be shipped upon completion by vendor at the level of shipping paid for by customer as mutually agreed when the custom order is complete This is not a Revdex.com issue, this is inherent in the nature of the custom product and service purchased by customer and this information was clearly communicated to customer at the time of purchaseIt usually does not go like this but we maintain very strict QC standards which we are unwilling to compromise onUsing customers own frame we cannot substitute another product to speed the time to completion Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is clearly a Revdex.com issue because it deals with advertisement, bait-and-switch and questionable billing procedures I will first address the issue of continuous delaysTheir website clearly states in multiple places a processing time of days for non-progressive lensesMy frames arrived at Enchroma on March 30, at which time they should have begun the processes of fabricating my lensesI did not received a communication about a delay due to quality control until April 28th, 2015, well beyond the day processing time (days are many more than days)Enchroma's response to both me and the Revdex.com is a clear attempt to deflect and deceive; the idea that they "clearly communicated" a week delay at the time of purchase is a abject lie! In fact, the only clear communication regarding time is this openly advertised days Also on April 28, 2015, I received a communication offering to revise my orderThe only available option would be to change to a different productThis practice is not acceptable Because of their monopoly on this product, I chose to keep my orderI did upgrade to "next day shipping" at my expenseHowever, on May 15, 2015, Enchroma shipped my product UPS ground with a UPS tracking delivery date of May 22, This means that delivery will take days, not day! This is total incompetence and bordering on intentional retaliation for filing my complaint with the Revdex.com I am thoroughly disgusted this the business practices of EnchromaTheir decision to hide behind quality control is baseless when most of the delays are due to their handling of my order and not lab processingThey claim days for the lab to process and they had to process twice because of a QC issue (total days)There is no justification for the additional days that they have delayed my order Final Business Response / [redacted] (4000, 10, 2015/05/19) */ Obviously we cannot communicate delays in production at the time of purchase that stem from defects which later arise in the course of producing a custom order I cannot speak to why your upgrade in shipping preferences was not implemented, there is no record for me to evaluate