Eyeglass Direct

I was very pleased with the service I was given from Randy who as of today 02/**/2016 is the owner. Randy was the first person I spoke with to order my glasses. Today I called to let Randy know that they we're done incorrectly. This man kept cutting me off while I was trying to talk, he kept screaming to me stop screaming at me when he was the one screaming. I was in my office with the phone to my ear and the ppl people in the reception area could hear him, ft Hays how loudly he was screaming. All that to tell me to send them back with ft he instructions. This same man who I thought was so kind turned out to be Very rude and disrespectful to me a consumer. I could not believe how I was treated. No customer service skills what so ever. I'm sending my g ppl a sea back to be redone and I'll follow up with this later.

Be Careful Here...Randy. is a loose cannon...

Review: Promised item not delivered as promised. Canceled order after being treated rudely and inappropriately by Randy. Was told the would not cancel order. The event was reported to [redacted] and [redacted]Desired Settlement: Cancelation of order

Business

Response:

Customer was refunded End of story.

Review: I placed and order on Wednesday Feb ** 2016 I fed expressed my 400.00 frames to them on Thursday Feb ** 2016

Advertising says 2 to 3 days for delivery I have made numerous phone calls and emails to make sure they received my glass frames and for the update of when I will receive my completed glasses up until today I have at least had a customer service women give me an update as of Tuesday they hadnt received my lens from their supplier so although upset they would call me if they came in that day no call Tuesday no call Wednesday I called today Thurday Feb ** 2016 and was on hold for 15 min A man answered my call not the woman that put me on hold top check out my order, he proceeded to tell me they had not received my lenses as of tyet so In dis believe I tried to explain how I would have done this locally In Mass but because it was a quicker turn around I went with them and the fact that I trusted them with my expensive glasses and had fronted them 300.00 for the order and he refused to listen to me and told me to call back when I calmed down and hung up on me I cant believe his demeanor I am filing this because if this was the owner which I believe it was he should not be dealing with customers what a rude personDesired Settlement: the public be aware of how you are treated if you are unsatisfied no concern to reassure me that they understood my complaint or that he even cared since he hung up on me I feel I will gey my glasses now whenever they feel like sending them and If I call back I am not sure anyone there will help me I cant see without them which is why I was looking for a quicker turn around I would like to know I will get them back and properly done I feel he will perhaps do something to my glasses now.

Business

Response:

HelloTHis order is well with in our shipping guidelines. Please see our shipping policy. Bifocals, Progressives, Quantum Transitions, Over-Powered Prescriptions, sunglass tint, and Custom Anti-glare coated lenses - 2 to 3 additional business days for shipping+ International Orders at published [redacted] Global Express rate to your location, found at [redacted] All Rimless Titanium orders will take an additional 5 business days to ship.* All Crizal Anti-Glare lenses will take an additional 5 business days to ship.* All Curved Oakley Sunglasses will take an additional 7 business days to ship.

Consumer

Response:

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 have not received my glasses as of February ** 2016

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tracking has been sent. Thankyou.

Consumer

Response:

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,

Review: I prepaid Eyeglass Direct for 2 pair of eyeglasses on ** June 2013 (total $189.45). After many delays on their end in completing order and shipping I received 1 pair of glasses ** July 2013 (over 1 month from payment to receipt of glasses; many phone calls, misinformation from them regarding status and shipping, including misleading USPS tracking number). On ** July 2013 they offered a refund for the second pair of glasses which were never made (approx $52.00). On ** July 2013 they emailed an invoice showing a $7.00 refund. The invoice also showed a charge for a nose bridge replacement ($45.00) which, per telephone call on ** June 2013, I specifically did NOT authorize nor agree to pay; per that telephone call, during which they tried to sell me other eyeglass frames, there was NO charge for nose bridge replacement. I have repeatedly reminded Eyeglass Direct by email that there was NO CHARGE for nose bridge replacement and to refund the remaining $45.00 for the second pair for glasses which were never made. They have ignored my emails.Desired Settlement: Refund for 1 pair eyeglasses never made.

Business

Response:

TO WHOM THIS MAY CONCERN [redacted] SENT IN A PAIR OF BROKEN RIMLESS FRAMES TO HAVE NEW LENSES MADE WHICH SHE PLACED HER ORDER OVER THE WEB. ALL RIMLESS FRAMES HAVE A $19.00 DRILL MOUNT FEE WHICH SHE DIDN'T PAY PLUS THE FEE OF HER BROKE BRIDGE WHICH HOLDS THE LENSES IN PLACE $45.00 WE TRIED CONTACTING [redacted] TO INFORM HER OF THE FEE SEVERAL TIMES IN WHICH SHE DIDN'T WANT TO PAY. EYEGLASS DIRECT ISSUESD A REFUND IN THE AMOUNT OF $7.00 AFTER THE DEDUCTIONS OF

$85.00 FOR LENSES,$28.00 ANTI GLARE COATING, $19.00 DRILL MOUNT, $45.00 BRIDGE, $5.95 FIRST CLASS SHIPPING USPS WHICH TOTALS UP TO $182.95

Consumer

Response:

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]by

[redacted]'s answer includes errors: I placed an order and paid by phone price his shop quoted ($189.45) for new Rx in 2 pair glasses (my frames), INCLUSIVE of drill mount, antiglare coating, etc. I did NOT pay for bridge replacement bec bridge was not broken when I mailed glasses to the shop. When the shop telephoned to inform me abt broken bridge, I asked replacement cost. They quoted $40 which I did not wish to pay, and I asked them to pls return my glasses, cancel the order and issue a refund for $189.45. They refused to cancel order and tried to sell me other frames which I also did not wish to purchase. Finally they said they would replace the bridge at no charge. So the order for new Rx in 2 pair of glass remained fully paid.

it took over a month and many telephone calls for them to ship the first pair of glasses. They said they would issue a refund ($45) for second pair (which I subsequently had made elsewhere bec of Eyeglass Direct delays). Instead of doing what they said they would do, they charged me $45 for bridge replacement and issued refund of only $7. Iow, they have not honored their word. In addition to being inordinately inept at the timely filling of a prepaid order, issuing erroneous tracking numbers, etc.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TO WHOM THIS MAY CONCERN [redacted] SENT IN A PAIR OF BROKEN RIMLESS FRAMES TO HAVE NEW LENSES MADE WHICH SHE PLACED HER ORDER OVER THE WEB. ALL RIMLESS FRAMES HAVE A $1 9.00 DRILL MOUNT FEE WHICH SHE DIDN'T PAY PLUS THE FEE OF HER BROKE BRIDGE WHICH HOLDS THE LENSES IN PLACE $45.00 WE TRIED CONTACTING [redacted] TO INFORM HER OF THE FEE SEVERAL TIMES IN WHICH SHE DIDN'T WANT TO PAY. EYEGLASS DIRECT ISSUESD A REFUND IN THE AMOUNT OF $7.00 AFTER THE DEDUCTIONS OF

$85.00 FOR LENSES,$28.00 ANTI GLARE COATING, $19.00 DRILL MOUNT, $45.00 BRIDGE, $5.95 FIRST CLASS SHIPPING USPS WHICH TOTALS UP TO $182.95

Review: I sent my son's 2 pairs of name brand eyeglasses and was charged $75 for the repair of both eyeglasses by the repair tec named [redacted] through this company located in [redacted] for repairs for both but instead when I received them back only the black Versace Glasses were repaired, so I than called and spoke with [redacted] because she said [redacted] was out on vacation and I should send both eyeglasses back [redacted] for observation in order for me to receive a credit back to my card for the Red and Black Polo eyeglasses he did No Repair on and so I sent them back. I am still waiting for my 2 pairs of eyeglasses to returned to me and I was provided a Tracking number that show's The package was supposed to have been returned to sender because this company never put my apartment number on the package this time and now it is lost though the USPS- united states postal company and their is nothing any one can do. That means I am just out of 2 pairs of expensive pairs of eyeglasses and the [redacted] say's it is not his fault nor his problem and he will not pay nor replace my eyeglasses. Please can you HELP? I have been with out my son's glasses since June 2014 and now I have to just accept them losing my glasses because they didn't put my apartment number on the return package from this company. My Home Number is ###-###-####. Please Help me What do I do? I just want my son's glasses back Thank You.Desired Settlement: I believed that if this company should have included my apartment number on the package to return to me because How can the postal person deliver my package to my address if their is No apartment number on it and they knew my apartment since I live in an apartment building. I just want my 2 pairs of eyeglasses repaired and returned back to me or a full replacement of both my Versace eyeglasses and my Ralph Lauran Polo eyeglasses Please and thank you. I do have receipts of my order placed with this company and my receipts with the amount of my purchase payments from the stores I brought them from.

Business

Response:

Hello,

At this time we are going to refund [redacted] his $75.00. It states on our site that we are not responsible for eyeglasses lost or damaged in shipping.

At Eyeglassdirect.com great care is taken in the lens replacement process. However, in the rare instance that something should happen to your frame and existing lenses (scratches, breakage, or loss during shipping) we cannot be held responsible. We apologize for any inconvenience this may cause. You will be notified immediately if a problem should ever arise.

Consumer

Response:

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 truly believe that when my glasses were being mailed back to me if this company would have included my apartment number on the package it would have been delivered to my apartment door, espicial since my apartment number was included in my address when this order was first made. I live In an apartment building with lots of apartments, How can the postal delivery person deliver a package with out n apartment number? This would be a big lose for me and my son who has been with out his glasses since May of year. I would like new glasses of the same name frames or Payment so my son can buy the same frames. Thank You.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,

Our decision is final. That is our policy.

[redacted].

Consumer

Response:

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 am not happy and because of this company's error in not providing my complete address and apartment number my son and I must accept the lost of a lot of money we paid for these Glasses and now pay more money to buy new eye glasses.. This situation is not fear. God will prevail what goes around comes back around.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Awful experience - I sent my favorite sunglasses in for repair in February 2014. They were returned with a big blob of glue on the frame joint which besides being unprofessional - didn't last. It fell apart again after a week. Sent it back TWO more times that's when customer service disappeared - wouldn't return calls for three months. When I finally had enough I requested a refund for the repairs in August - no dice - was told the one month warranty expired - incredible since my glasses were NEVER fixed and were with them the entire time.Desired Settlement: Refund for my repair bill - not even asking for the lens fee ...

Business

Response:

Hello,

We offered store credit of $116. The repair is out of warranty. The customer refused. There's not much more we can do at this time.

Consumer

Response:

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:

Do your research on this company. I didn't and I paid the price. The reviews on their homepage are not legit - they do not send real customers reviews to fill out. I did business with them and never got the chance to post a review. If you search for them on google you will see the "real" reviews.

My sunglass endpieces separated from the frames. They tried gluing (big blob of glue) but the repair lasted less than a week. As for their warranty period - they claim it expired. Problem is the company had the sunglasses with them throughout the entire warranty period - from February through August. They sent the glasses back to me still broken.

Call me crazy but if you can't fix the glasses you should return the money paid. Simple. Not for them. Very dishonest company. Probably some guy in his garage trying to fix glasses.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: They advertise online that orders received by noon will be shipped in 48 hours, and bifocals and anti-glare may be 2-3 additional business days.

On 7/*/15 at 2:59PM they acknowledged receipt of my frames for new lenses. By their advertising they should have been return shipped within 5 business days from the next noon, which would be 7/**/15.

There was no communication from them after receipt of the frames, so on 7/**/15, a week after they should have shipped, I inquired by email. That same day I received two emails from them, one saying explicitly that my order was shipped, and the other with a tracking number.

However today, 7/**/15, the [redacted] web site indicates that that item is only an assigned number, and has not actually been received by the Post Office. Accordingly their claim to have shipped my order is demonstrably false, and I am concerned that still more time may elapse before actual shipping.

This is especially unfortunate as these glasses are my wife's new prescription after [redacted], and her old glasses are completely unusable due to the large change in prescription.Desired Settlement: Either immediate ACTUAL return of our frames with a FULL REFUND, or immediate ACTUAL shipment of the ordered lenses in our frames.

Business

Response:

All shipping times are approximate and all orders are custom made.The order was delivered on 7/**/15. Being that we were using the customer own frame this is a reasonable deliver time.

Consumer

Response:

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,

Review: I purchased a pair of eyeglass frames through their website. After wearing them three months they fell apart, the stem falling off as I put them on in the morning. I sent them back to the store for a replacmeent and they refuse saying the glasses were "either sat on or stepped on". I spoke to them on the phone and told them in fact that was not the case and they were incredibly rude and basically told me I was lying.Desired Settlement: I would like an apology for the way I was treated on the phone but doubt that will happen.

Business

Response:

TO WHOM THIS MAY CONCERN

[redacted] PURCHASED A FRAME ONLY FROM EYEGLASS DIRECT FOR THE AMOUNT OF $59.00 [redacted] FRAME HAS BROKEN ONCE BEFORE AND WE REPLACED THE FRAME AT NO COST UNDER WARRANTY. NOW THIS IS THE SECOND TIME [redacted] HAS BROKEN HER GLASSES INTO TWO PIECES WEVE SPOKEN WITH HER AND EXPLAINED THAT WE WOULD HAVE TO CHARGE HER FOR THE SECOND BREAKAGE OF HER EYEGLASSES DUE TO A NON- MAUFACTURE BREAKAGE.

Consumer

Response:

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]The response from the company, as written by "[redacted]" the manager is incorrect. It is true that once before eyeglass frames made by the same company, Ernest hemingway Eyewear,purchased through this compnay,fell apart. In this first case too, I returend them to [redacted]. At that time the broken frames were returned to me because, according to [redacted], since I had attempted to fix them myself with glue, they would not be returned to the manufacturor and would be rejected. So, to review, there were two pairs of Ernest Hemingways purchased through Eyeglassesdirect, both fell apart and neither were fixed nor replaced.

Thank you.

Kim Hirschberger

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TO WHOM THIS MAY CONCERN

[redacted] PURCHASED A FRAME ONLY FROM EYEGLASS DIRECT FOR THE AMOUNT OF $59.00, [redacted] HAS BROKEN HER GLASSES INTO TWO PIECES WE'VE SPOKEN WITH HER AND EXPLAINED THAT WE COULD NOT REPLACE HER FRAME AT NO CHARGE DUE TO BREAKAGE OUR FRAMES ARE COVERED UNDER A 1 YEAR WARRANTY AGAINST MANUFACTURERS DEFECTS.

Review: Ordered a pair of rimless eyeglasses online on October [redacted]. When they arrived, it was apparently that the frames weren't installed correctly -- the two sides weren't symmetrical in terms of vertical alignment, and hence the glasses didn't sit straight on my face. When holding the glasses up, it was clear that one side's frame came out of the lens at a different angle than the other (the left frame was higher). These frames aren't bendable vertically, so there's no way to adjust them to fix this issue.

So I exchanged this pair for another, and the second pair arrived with essentially the same issue, though on the other side (ride side higher). So again I sent them back for an exchange. Six weeks and a few emails later, the new pair arrived with the exact same issue as the second pair. (I'm pretty sure they just sent the second pair back to me without doing anything to it.)

The installation work is very shoddy, and I don't consider crooked glasses to be wearable. Also of note is that the 2nd (and 3rd) pair ended up having shiny black frames instead of the black matte frames I ordered originally. (I was going to let this go if they were straight, but no such luck.) So not only are the frames installed in a defective fashion (crooked), they're also not the color that I ordered.

The owner claims he had "3 people" look at the frames and they they're straight. But I haven't been torturing myself with this for 2.5 months over a non-issue -- the frames are very crooked, and it's obvious the moment you look at them. There's clearly no quality control at this place.Desired Settlement: As Eyeglassdirect is clearly incapable of installing these frames symmetrically, a refund is the only way forward.

Business

Response:

Hellol,We have made the eyeglasses over 2 times. The eyeglasses are inspected by a NY Licensed optician. We are willing to exchange them to another type frame.

Consumer

Response:

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:

The frames are clearly inspected by no one based on how crooked all 3 pairs have been.I've already ordered and received frames from another seller, which arrived straight and as-ordered. So attempting a 3rd exchange here (for a different frame type; i.e., a type that I don't want) doesn't do me any good.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,WE are willing to exchange the order . Thank you.

Consumer

Response:

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:

Not interested in a 4th exchange. Already bought frames from another company due to how long this has dragged out.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I placed an order dated 12/**/2015 for replacement sunglass lenses. As of today I have not received my sunglasses. Payment in full has been made. I called them to follow and was told my completed sunglasses will be delivered last week. I sent them an email to follow up and have NOT receive a response from the vendor. I tried calling again to follow up but could not get a hold of a customer service representative.

My order number is [redacted]Desired Settlement: I want the order to be completed as soon as possible with an explanation as to the delay in service and lack of communication and lack of customer service. I paid a lot of money for the eyewear and for THEIR service and I expect professional service from the vendor.

Business

Response:

Hello,This is a very complicated order and we sent the eyeglasses to a speciality company to fabricate the lense. It should be ready this week to ship to the customer.