Express-Glasses.com

Revdex.com:At this time, I have not been contacted by Express-Glasses.com regarding complaint ID [redacted] .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 and the matter has been resolved Sincerely, [redacted]

To whom it pay concern, In response to the first ever complaint made about the service and experience with Express Glasses: Firstly, I would like to clarify a few points [redacted] made her order on 0617, which was on a FridayHaving ordered a photo chromatic lens it would take 1-business days for us to receive the lenses, and then cut them to the frames of choiceSince the order was placed on Friday, two business days later, on Tuesday, the lenses were receivedThat being said, it should be clear to any customer ordering said lenses, that their order will not shipped on the same exact day that the order was placedNonetheless, the customer complained about the fact that our website claims to be same day shipping, yet does not provide thatAlthough for any other order, we an have it ready and shipped within twenty minutes of the order madeWhich is not offered by any other website existing...We had received her lenses on the and had it made and shipped out that same day, the ***For that delay we do, and did to the customer, apologize, and hope to have that waiting time shortened in the future.Once shipped, we sent [redacted] the tracking number via email, which was showing to still be in pre-shipmentHaving been shipped on Tuesday the ***, it via *** standard priority mail, and was scheduled for delivery on Thursday the [redacted] of JuneUnfortunately however, the package was still under the status of preshipment all week long and was only delivered on Saturday July 1stThis was all due to USPS not processing it on time, and was no tin our control, since we had it sent out on the [redacted] without a doubtThe only possible thing we were able to offer the customer was to remake her order, free of charge and resend it to herSince they are tinted lenses, we are not able to have it done that same day and ship it that same day overnight, and hence the customer was not interested in that offerIt is a great inconvenience to have glasses that you ordered not received on time, especially when you order from a website specifically for that purposeRestating however, we had it out for shipment, and at the USPS facility, at a date that would ensure timely arrivalWhat proceeded past that was not something we were able to help with, or speed upAll through out the email correspondence, between our customer service representatives, and [redacted] , we explained that the package was our of our hands, and there simply was nothing we were able to do in that regard.We had a representative speak with the customer on the phone to try and settle the issue, however the customer terminated the call unexpectedly, making helping her that much harderOnce explained, the customer expressed her frustration first about the fact that our website says ships same day (although it clearly states the limitations on that), then that it took longer than stated on our website for the lenses to come(although it was definitely under the business day time frame), and then for the lack of issuing a refund for glasses that were delivered to herAt Express Glasses, we try our best to accommodate and provide the absolute best service to all our customers, however we can only provide service and accommodation to the extent that our policies permitSince we cannot issue a refund for a order that was not returned to us, we unfortunately could not offer [redacted] a full refundWe constantly receive positive feedback about the speed, and efficiency of our work, and service, and this is the first time we have encountered such an issueIt is to our great discontent that [redacted] feels this way about our company, however there is only so much a company can do fro its customers, and we can confidently say we go the extra mile in order to provide as much as we can.We are actually working on updating our website, to make it easier and clearer for our customers, and will definitely take that into consideration, so that a misunderstanding like this does not ever occur again Below is a copy of her order tracked:

To whom it pay concern, In response to the first ever complaint made about the service and experience with Express Glasses: Firstly, I would like to clarify a few points. [redacted] made her order on 06/**/17, which was on a Friday. Having ordered a photo chromatic lens it would take 1-3 business...

days for us to receive the lenses, and then cut them to the frames of choice. Since the order was placed on Friday, two business days later, on Tuesday, the lenses were received. That being said, it should be clear to any customer ordering said lenses, that their order will not shipped on the same exact day that the order was placed. Nonetheless, the customer complained about the fact that our website claims to be same day shipping, yet does not provide that. Although for any other order, we an have it ready and shipped within twenty minutes of the order made. Which is not offered by any other website existing...We had received her lenses on the 06/**/17 and had it made and shipped out that same day, the [redacted]. For that delay we do, and did to the customer, apologize, and hope to have that waiting time shortened in the future.Once shipped, we sent [redacted] the tracking number via email, which was showing to still be in pre-shipment. Having been shipped on Tuesday the [redacted], it via [redacted] standard priority mail, and was scheduled for delivery on Thursday the [redacted] of June. Unfortunately however, the package was still under the status of preshipment all week long and was only delivered on Saturday July 1st. This was all due to USPS not processing it on time, and was no tin our control, since we had it sent out on the [redacted] without  a doubt. The only possible thing we were able to offer the customer was to remake her order, free of charge and resend it to her. Since they are tinted lenses, we are not able to have it done that same day and ship it that same day overnight, and hence the customer was not interested in that offer. It is a great inconvenience to have glasses that you ordered not received on time, especially when you order from a website specifically for that purpose. Restating however, we had it out for shipment, and at the USPS facility, at a date that would ensure timely arrival. What proceeded past that was not something we were able to  help with, or speed up. All through out the email correspondence, between our customer service representatives, and [redacted], we explained that the package was our of our hands, and there simply was nothing we were able to do in that regard.We had a representative speak with the customer on the phone to try and settle the issue, however the customer terminated the call unexpectedly, making helping her that much harder. Once explained, the customer expressed her frustration first about the fact that our website says ships same day (although it clearly states the limitations on that), then that it took longer than stated on our website for the lenses to come(although it was definitely under the 3 business day time frame), and then for the lack of issuing a refund for glasses that were delivered to her. At Express Glasses, we try our best to accommodate and provide the absolute best service to all our customers, however we can only provide service and accommodation to the extent that our policies permit. Since we cannot issue a refund for a order that was not returned to us, we unfortunately could not offer [redacted] a full refund. We constantly receive positive feedback about the speed, and efficiency of our work, and service, and this is the first time we have encountered such an issue. It is to our great discontent that [redacted] feels this way about our company, however there is only so much a company can do fro its customers, and we can confidently say we go the extra mile in order to provide as much as we can.We are actually working on updating our website, to make it easier and clearer for our customers, and will definitely take that into consideration, so that a misunderstanding like this does not ever occur again.  Below is a copy of her order tracked:

Revdex.com:At this time, I have not been contacted by Express-Glasses.com regarding complaint ID [redacted].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 and the matter has been resolved.
Sincerely,
[redacted]