FramesDirect.com

My sincere apologies to our customer for these issues.  All products that we sell are 100% original from the manufacturer.  As a courtesy for the lengthy exchanges between customer and our management, I will issue a full refund today.

Hi [redacted]Than* you for letting us *now about your issue. I appreciate you ta*ing the time to do that. I just attempted to call you but I received your voicemail so I wanted to respond here as well. I do see that we had remade the glasses two times for you and on that 3rd shipment you still were...

unable to see inspite of the RX/OC/PD that the dr had prescribed being correct and you wanted to just return for a refund. I can completely understand the frustration of going through so many alternations and still not being able to see properly out of something so expensive. We normally charge a 50% lens restoc*ing fee on every return but because of the issues and the fact that we allow dr changes to be done without a fee within 30 days you had not incurred the normal return policy which as stated on our website is a 100% refund on the frame and 50% refund on what you paid for the lenses. When you finally did return the glasses that third time since the RX was correct per what the doctor had prescribed, we had to process the return with the 50% lens fee on the replacement lenses only which was just $31.20 being withheld from your refund ($4 was shipping and that is never refundable). On 9/30 we had processed a $184.03 refund bac* to your original form of payment and you should have seen that on your card bac* already. You can view our return policy here: http://www.framesdirect.com/landing/a/returns-and-exchanges.html if you would li*e to. In the meantime I wanted to see if that cleared things up for you as it seemed you thought that we may be only refunding you 50% of the entire order and as you can see that is definitely not the case here. If you have any other questions or concerns please reach out to me at the phone # I left on your voicemail or via this Revdex.com concern. Than* you again for letting me help you and *eep posted on if you need anything else.

Complaint: [redacted]
I am rejecting this response because:I am not sure what the Revdex.com policy is regarding businesses retaliating against a customer because they complained to the Revdex.com.  Frames Direct resolved the issue to my satisfaction, but then received notice from the Revdex.com that I had filed a complaint.  I had filed the complaint prior to them resolving the issue but I suspect that they received notice from the Revdex.com after they had resolved the issue.When they became aware that I had availed myself of the Revdex.com service, they rescinded their resolution, and reverted to a totally unacceptable solution.There are several points -  1. The Revdex.com can not be a useful consumer tool if companies are allowed to retaliate against customers who use it in good faith.2 -  I am not sure what Frames Direct agreement is with Visa, but in every company that I've run, we were prohibited from charging a customer's card until the good or service was delivered. In this case, they charged my card 178 dollars in May, and Issued a refund in September, with out ever delivering any goods or services.  This is unethical, and likely violates their processor agreement.I am not satisfied with the Frames Direct resolution.  And I specifically reject providing them a 4 month interest free loan.   
Regards,
[redacted]

We are unsure why you are submitting this complaint at this time. I see that the package had shipped prior to the request to cancel and that since you had waived signature require we had shipped and delivered via USPS. I see that you contacted us and stated you did not receive the package. Inspite...

of you waiving the signature, we issued you a full refund already with no restocking fee. At this time we consider the order complete since a full refund has been issued.

Complaint: [redacted]
I am rejecting this response because: It is in direct contradiction to what was stated by [redacted] in a documented and witnessed phone conversation which took place on 6/26/2015. Ms. [redacted] stated and assured me the lenses would be replaced knowing the date of purchased and being made aware of the entire situation, she sent me a return authorization for both pair of glasses and assured me they would send them back with new lenses quickly. [redacted], stated she was forwarding all this information to [redacted], Operation Manager.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1. What's my letter carriers name? Bet you cannot tell me because you never even called USPS or spoke to my letter carrier. 2. This is a civil matter and not a criminal matter and the police department will not waste their time writing a police report. 3. I will file a dispute with my credit card company-LIKE VIRTUALLY ALL OF YOUR CUSTOMERS HAVE TO DO.4. I am also filing a complaint with the Attorney Generals office in Texas. Your company has a LONG history of unfair, negligent, and fraudulent business practices and I will make to the authorities in your state aware of it.
Regards,
[redacted]

We have issued a refund in full to your product. Please give up to 3-5 business days for it to show up on your card.

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]

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

Thank you for alerting us to the situation. We looked into your order and do see that a chargeback has been filed. The funds had been deducted from our account for your chargeback when it was received and as such we are unable to issue any type of refund as we never received any funds back from your...

bank. At this time, I think it is a debate up between the two banks since the funds seem to be in limbo between our account and yours and we have not received any additional information stating we were getting the funds back or a new chargeback was being issued. Once a customer files a chargeback, our hands are tied and we have no control over when the credit card companies decide to hold funds or reimburse funds and suggest you contact your bank to check the status.

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

We are sorry you are unhappy with your order. All warranty returns are subject to reorder/remake only as per our policy. When 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...

returned. We 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])

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.
Note to business: evaluate your business practices. It's completely unethical on your part that well informed consumers like myself have to take it to this level to achieve timely results that are in line with YOUR written policy. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The frame is with me here in the Philippines and the lens that you sent is in Minnesota. I will be sending back the lens and after that I will asking for its refund. You can not say I am not eligible for refund because you have already sent me wrong packages twice. Yes they were delivered. But did you deliver the correct items as confirmed in the emails? I don't think so.Attached in this response is the picture of the lens you delivered recently, wherein I was told by your CSR that I will be receiving FRAME and LENS.
Regards,
[redacted]

However, this order #[redacted] was cancelled and refunded in full back on August 7th. This should have resolved the customers issue. [redacted] Sr. Operations Analyst

I regret that you feel that way. As I let you know previously, by you filing a chargeback your funds have already been taken out of our account and we are unable to refund them. Please contact your credit card company to get them reimbursed since we have nothing to refund you at this time.

Thank you for your message. I reviewed your order and I see that currently you have both the frame and replacement lenses in your possession. We are unable to issue a refund for those since they are delivered successfully. If you want to return the frame and lenses again we can mount them for you...

but you would not be eligible for a refund per our return policy. We will have a master optician contact you later today via phone. Please be available for the call and we can hopefully find you a resolution.

Looking at the notes in this order, our customer service operations manager has left a few message for the customer to contact him directly - last message left on Friday. I will ask him to reach out to customer again.

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 response. As we let you know, before we can do anything please use the return label so that our returns dept can review your glasses. Our 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 do. Please let us know when returned.