FGX International

Without any detail as to the item number, where it was purchased, what number or email address the customer attempted to contact, it is very difficult to research this issue to find out why this consumer's complaint fell through the cracksFGX does not have a high end line of [redacted] Sunglasses that would retail at $100, so I'm not sure this consumer was given the correct contact information for our companyRegardless, we sincerely apologize for the negative experience the customer had, and will be mailing out a full refund to her posted address by next Thursday 2/In the future, if the customer would like to contact us, our customer service line is [redacted] ***, and our warranty line for defective items is [redacted] ***Her business, time, and review is greatly appreciated

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [On May I told [redacted] I would contact the Revdex.com and say everything is fine if the correct item is deliveredThe correct item was delivered today, but FGX's response, also received today, indicates customer relations problemsThe email I sent regarding wrong item received on April was to FGX Direct LLCToday I clicked this address on the email and it displayed FGX Direct LLC [redacted] I didn't also phone themBusinesses don't usually want the same complaint delivered on multiple channelsOn April I received a message from Revdex.com stating the complaint had been sent to the businessI was contacted by [redacted] on May Why the delay? The return label that was supposed to be in the box wasn't] Regards, [redacted] ***

We received your mail correspondence regarding the above mentioned complaint on Tuesday, May 24, 2016. We spoke to Mr. Gaw, we have resolved his issue, and the following is a recap of our conversation.Customer placed order on our [redacted] website on 4/17/2016 @ 8:47 PM - Online... order # [redacted] .The order shipped on 4/18/16 via [redacted] ground service tracking @ [redacted] .Order delivered to customer on Thursday 4/21/16 @ 5:25pm.Customer order [redacted] sunglasses style # [redacted] .QTM style name [redacted] retail $140.We provide a post-paid return label in every online order that ships, the labels reads if for any reason you are not satisfied with your purchase return it to us using the postage paid label and request an exchange or a refund minus any shipping fee.The customer did not send product back, the customer claims they sent us an email, which we never received, we also asked him why he did not call our toll free customer service number to discuss this, and the customer did not answer.Today we offered to ship the customer the correct product and asked him to return the incorrect to us using the postage paid label and the customer agreed.We shipped his new order on 5/27/16 shipping [redacted] 2nd day.Customer said he would contact BBB to tell them we resolved.Regards, [redacted] ***FGX International, Inc.Manager, Customer Service/ Warranty

Without any detail as to the item number, where it was purchased, what number or email address the customer attempted to contact, it is very difficult to research this issue to find out why this consumer's complaint fell through the cracks. FGX does not have a high end line of [redacted] Sunglasses...

that would retail at $100, so I'm not sure this consumer was given the correct contact information for our company. Regardless, we sincerely apologize for the negative experience the customer had, and will be mailing out a full refund to her posted address by next Thursday 2/1. In the future, if the customer would like to contact us, our customer service line is 1 [redacted], and our warranty line for defective items is [redacted]. Her business, time, and review is greatly appreciated.

We received your mail correspondence regarding the above mentioned complaint on Tuesday, May 24, 2016. We spoke to Mr. Gaw, we have resolved his issue, and the following is a recap of our conversation.Customer placed order on our [redacted] website on 4/17/2016 @ 8:47 PM - Online...

order # [redacted].The order shipped on 4/18/16 via [redacted] ground service tracking @ [redacted].Order delivered to customer on Thursday 4/21/16 @ 5:25pm.Customer order [redacted] sunglasses style # [redacted].QTM style name [redacted] retail $140.We provide a post-paid return label in every online order that ships, the labels reads if for any reason you are not satisfied with your purchase return it to us using the postage paid label and request an exchange or a refund minus any shipping fee.The customer did not send product back, the customer claims they sent us an email, which we never received, we also asked him why he did not call our toll free customer service number to discuss this, and the customer did not answer.Today we offered to ship the customer the correct product and asked him to return the incorrect to us using the postage paid label and the customer agreed.We shipped his new order on 5/27/16 shipping [redacted] 2nd day.Customer said he would contact Revdex.com to tell them we resolved.Regards,[redacted]FGX International, Inc.Manager, Customer Service/ Warranty

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[On May 27 I told [redacted] I would contact the Revdex.com and say everything is fine if the correct item is delivered. The correct item was delivered today, but FGX's response, also received today, indicates customer relations problems. The email I sent regarding wrong item received on April 27 was to FGX Direct LLC. Today I clicked this address on the email and it displayed FGX Direct LLC [redacted] I didn't also phone them. Businesses don't usually want the same complaint delivered on multiple channels. On April 30 I received a message from Revdex.com stating the complaint had been sent to the business. I was contacted by [redacted] on May 27. Why the delay? The return label that was supposed to be in the box wasn't. ]
Regards,
[redacted]