FramesDirect.com

Complaint: [redacted] I am rejecting this response because: The company did credit my account for $The credit should have been $They still owe me $ Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Your website falsely advertised all sunglasses as having 80% sun protectionIt is not my fault as the consumer that the website had an issue that falsely represented the productIf the website showed the correct information I would not have placed the order Regards, [redacted]

Thank you for letting us know about your issueI reviewed your order and I see that you returned the Hugo Boss due to the frame issueOur norm [redacted] policy is to replace the frame with no restocking fee and reship the product to youHowever, I see when you spoke with [redacted] you requested a refund insteadAs our website states, any refunds on prescription eyewear will get a refund with a 50% RSF on the lensesThere was no issue with the lenses, they were made to order and we would not be able to reuse them since they were cut to that frame and that prescriptionI see that you agreed with [redacted] on the refund with the 50% RSF back in late Sept and therefor we refunded the product per the policy and your agreement on Sept 26thAt this time we consider your return closed

We are sorry you are unhappy with your orderAll warranty returns are subject to reorder/remake only as per our policyWhen I reviewed your order I see that not only did you already file a chargeback to get your funds back in full and we had sent you a replacement product that you have not returnedWe are unable to issue any further replacements or refunds due to the chargeback you placed especially since it shows you also have the product you paid for since May 27th (Tracking # [redacted] )

Thank you for messaging usWe use payment verification software to authorize and verify payment methods being usedFor some reason the software stated that your order was having issuesWe have no control over this and do not keep orders open that have these issuesIf you want to replace your order to circumvent the software the best way is to use PayPal directIf you replace your order and in the comments reference your original order # and the discounts you used we can carry them over onto the new orderWe do not charge the PayPal account for the transaction until we review the order within the first hours of placing itLet the optician know when your new order is placed so she can take care of your discountsAt this time we have no open orders for you in our system/

Complaint: [redacted] I am rejecting this response because: I have proof of returnsIt was received and signed for and I have proofI have also a copy of the signature of Villarreal their employeeIt is attached above and as a measure I am also filing a chargeback first thing tomorrow morningThis company is very dishonestI am not surprisedAll customers who have had problems say the same thingAnd it takes months to get back your moneyI will not be a victimI will be heading to my bank to file a charge back Regards, [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 meThank you for your help.Whether it is appropriate to allow customers to order frames that are, for all intents and purposes, actually not available is an issue that will impact future customersI still believe that in today's sophisticated on line ordering environment, availability should be transparent to the consumer before placing an orderAlternatively, customers should be made aware that listing a product for purchase, and allowing a purchase to be finalized, does not indicate availabilityThe company has lot of good products and services, and it is unfortunate that this aspect is not properly developed Regards, [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 Regards, [redacted]

Thanks for your responseAs we let you know, before we can do anything please use the return label so that our returns dept can review your glassesOur policy is to replace on any warranty issues and it will be up to them in regards to handling your product but until returned there is nothing we can doPlease let us know when returned

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 Regards, [redacted] ***

We apologize that we had your funds for so longWe were holding your order pending your responseWhen you did respond we noticed you originally ordered kids frames which would not work for you so we offered an exchangeI see that our operations manager was trying to work with you however since you opened this Revdex.com we have decided to cancel your order completely and have refunded your original payment $back to the original form of purchaseAt this time there is nothing further we can do to assist you and consider the transaction complete since no funds are in our possession at this timeYou will see the refund in 3-business days depending on your bank

Complaint: [redacted] I am rejecting this response because: In an email this morning you stated:.My apologies sir I will comp the difference and expedite Regards, [redacted]

Hi [redacted] That is incorrectThe Merchant has no control over the chargeback processThe funds get immediately deducted as soon as the chargeback is filed and we do not see them back usually for months at a timeWe use cybersource as our go between our bank and the customers banksThey have not issued and refund back to our accountI am not sure what you are looking for from us since we do not have your funds to refund you and have not seen any additional chargeback come over yetAs soon as I do I can let you know but in the meantime there is nothing we can do but wait for the banks to interact

We are working on getting the other (4) shipped outWe show that (8) were sent out originally, but will get the distribution to reship (4) more boxes

I understand your frustration, however you did place this order online and entered the information yourself to order clear lenses and not sunglass bronze lensesFramesdirect and Wiley completed the order as prescribed and per order description After reviewing, we decided to make the offer of remake at lower cost to assist in correcting the error made at checkout however you had opted for a refund with the full restocking fee instead as per our return policy on prescription lenses that is detailed online at time of purchase.Since a refund has already been issued we consider this order complete but if you decide to place a new order, we can remake and give 25% of the lens restocking fee from this order discount on the new lensesLet us know if you place a new order so we can take care of that for you

Complaint: [redacted] I am rejecting this response because: Regards, a refund was returnedHowever, as compensation we were offered a set of frames for 50% off but another representative of FramesDirect later descended that offer [redacted] ***

Complaint: [redacted] I am rejecting this response because: The reason why the frames weren't returned for a fourth time is because a man named [redacted] called me on 10/9/at 1:pm and told me that because I had filed a dispute with American Express that Frames Direct would do nothing to assist me in this issue including providing warranty service, that's why the glasses weren't returned for the fourth time in six months A 50% restocking fee, are you kidding, the frames are junk, the manufacturer says that the model I have is the number one returned frame due to the finish flaking off, how is that in any way my problem, Frames Direct does not have a disclaimer warning buyers that these frames are prone to the finish flaking off, if you did I wouldn't have bought them, for a product to last an average of days and then start to fall apart is no way my fault, to say I am not wearing them correctly is an absolute joke, I have worn glasses for over years and have never had any pair start to lose the finish after days let alone four times in six months What am I suppose to do after the warranty is up in a year and after or warranty replacements in that time period am I suppose to buy new frames every days ? That is simply nuts You guys sold me a junk product, you lied to American Express about the facts of the dispute and now you offer me % back? I kept my end of the bargain which was to pay $for a pair of glasses, you promised to sell me a quality product which you didn't, you broke the terms of the contract not me, and also take into consideration every time I sent the glasses back ( times) I was without them for at least days so deduct another days from the amount of time I have been able to use them Easy fix, I send the glasses back and you send me a full refund, WEARING GLASSES SHOULDN'T BE A FULL TIME JOB Regards, [redacted]

Thank you for detailing your experience with our company I will reach out to the customer service group and review the details of your order

We reviewed your order and I see that your tracking shows that it was delivered into a Parcel Locker via Tracking # [redacted] We shipped to the address you requested and let you know that if shows delivered there we are not responsible for deliveryYou did not request signature or to deliver elsewhereOur policy is to replace, not refund when a customer states they did not get their packageYou let the optician know that you no longer wanted your frame and that you filed a chargeback so we consider the transaction resolved since the initial package shows delivered

This customer had purchased from us prior to this above mentioned order They had always contacted us immediately if they had issues with our product so they were not new to our replacement process.As the customer indicates, these two orders were filled in May of If there were issues with the product and the customer was not satisfied they should have contacted us immediately so we could review to identify the issue and help them resolve it as they had done in the past The product is two years old now and past any warranty.We offered to sell them replacement lenses at a discount