FramesDirect.com

Complaint: [redacted]
I am rejecting this response because:What you are referring to as my "new prescription" was in fact a report of the prescription of the lenses from my optometrist (that I had enclosed when I returned them), which were not accurate to the prescription I had initially submitted to you when I placed my order, which is still correct. As such, the second pair of lenses I had received were in fact not accurate to my prescription.Upon further review of my records of correspondance with your company, I found this email I had sent to [redacted] S on Wednessday, September 28th, 2016 at 7:06 PM, which is when I intially requested the return of the second two pairs of glasses I had received:"I recently received my glasses back (RMA no. [redacted]), and was glad to see both pairs got new lenses. I started wearing them, and while they were significantly better than the initial pairs I received (as far as distortions and other aberrations are concerned), they still didn't feel quite right. I was experiencing significant eye strain and headaches when wearing them. I thought I just needed to get used to them, however after several days of wear, nothing improved.I took both pairs of glasses as well as my current prescription to an ophthalmologist. He inspected them, and informed me that they were not accurate to my prescription.I am very disappointed that I have received a total of no less than four pairs of defective lenses from Frames Direct. I will return them once more. However if the lenses I receive this third time are also defective, then I shall have no choice other than to demand a full refund for the cost of the lenses. I will in that case be forced to find another company to make lenses for my frames.Please do not take this personally, but also try to understand that when I pay over $500 for two pairs of lenses, I expect nothing less than the utmost quality.I would greatly appreciate it if I could be given an RMA number and shipping label as quickly as possible.Regards,[redacted]."Notice most importantly that in the third paragraph, I specifically requested replacement lenses, and barring that a full refund. And rather than replacing the lenses yet again, fully refunding me, or even to inform me that the refund would not be a full refund due to company policy, you simply gave me a partial refund on your own perogative.I have already stated in my initial complaint that I would accept either replacement lenses or a full refund as acceptable solutions, and I consider neither to be in the least bit unreasonable.
Regards,
[redacted]

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 delivery. You did not request signature or to...

deliver elsewhere. Our policy is to replace, not refund when a customer states they did not get their package. You 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.

Complaint: [redacted]
I am rejecting this response because: I have proof of returns. It was received and signed for and I have proof. I have also a copy of the signature of Villarreal their employee. It is attached above and as a measure I am also filing a chargeback first thing tomorrow morning. This company is very dishonest. I am not surprised. All customers who have had problems say the same thing. And it takes months to get back your money. I will not be a victim. I will be heading to my bank to file a charge back. 
Regards,
[redacted]

Customer contacted us claiming they received the wrong product.  Customer ordered Gucci GG2910 Eyeglasses.  We pull our video tape to ensure the correct product was shipped per the order placed by customer.  It was exactly what was ordered.  Customer wanted to return this item...

that they said was not correct.  We sent customer a return label #[redacted] which to date has not been used to return the product. Customer provided a tracking number on USPS that was not addressed or sent to our office.  We do not provide refunds until we receive the product back.

Thanks for letting me know about your issues. I see that we have already changed the frame as you described at no charge and that [redacted] has been in constant communication with you over your issues. We would be happy to take those back and evaluate what we can do to help you on them. [redacted] has...

already issued you a return label. The sooner you get those back, the sooner we can resolve your issues. Let us know once you have returned those frames.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.
Regards,
[redacted]

This order was refunded in full on 6/2/15.

Thank you for letting me know about the issue. We show that you already have spoken to [redacted] and she is has reinstated your order for you and will recharge the amount refunded once it is ready to ship. If this resolved your issue please close the Revdex.com at your convenience.

I apologize for the issues and delays on your order. We have issued a full refund effective today.

Complaint: [redacted]
I am rejecting this response because: the funds have not been returned to my husbands account. We paid with a bank card, not a ctedit card. The bank has called multiple times to try to get a refund and your company has not allowed the refund. We now have to show emails allowing us to take the money from you. All I ask was a refund because this was put on debit card not a charge so it  was taken money from a bank account not a credit line. The bank says you would need to free the funds as a refund to my husbands accouny or we go the long way through claims. Hence id like a refund to end this.
Regards,
[redacted]

Thank you for detailing your experience with our company.  We appreciate that you took the time to provide this information.  I will reach out to the customer service group and review you refund request.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will...

only be satisfactory once this business carries out what they have said to do in response to this issue. Despite what they say, the flaw of the lens in the glasses that I have purchased from them show no signs of 'rough handling' in any other way aside from the lens itself, and therefore the flaw in the one lens should be covered as per their warranty policy/chart. Also, considering they are requesting me to change my [redacted] review regarding their company and close my complaint with Revdex.com,  before they have even taken any real action concerning this issue being resolved completely is incorrect as I am doing more to end this issue then they have at this point. As of now, this issue is still in the arbitration stage and should not be considered resolved. However, I do accept the steps that I have been told and ensured by their representative, [redacted] as to what they will do to correct this issue. Once they have carried through on their promised resolution and I have received my prescription lenses and glasses frames back in proper condition, then I will be satisfied with their resolution provided. Regards, [redacted] ** Attached is external email correspondence from the company as well as their company warranty chart/policy from their website for reference.

Complaint: [redacted]
I am rejecting this response because:Tell them not to respond with ''All he has to do is send them back''' Give me a label!  Please.to Better explain  It would be grand if I could respond to the response on your site. I wrote frames direct ops manager explaining what I told you....I CAN NOT SEND ANYTHING BACK......as I have no label.My complaint is as follows to clarify.My 5 year old zeiss [redacted] glasses whilst scratched allow me a full field of visionthe lens size are exactly the same as the Gant I am complaining about, 51x31 lens dimension.My current glasses have no blurred area, which leads me back to the contention that the top of the line top dollar (online) from the worlds leading online retailer are according to the zeiss page (attached) nothing more than standard progressives and not worth 413.00 and was never explained to me (I have all correspondents and phone calls to verify)In closing, I have cheap progressive sunglasses from Zemmi which though they are too thick (which is why I settled for sunglasses) they at least offer the full field of vision for $130.00.I was never advised or subsequently given options, I AM DONE SETTLING.SEND ME A LABEL AND I WILL GLADLY RETURN THEM AND GOOD RIDDANCE.** [redacted].
Regards,
[redacted]

We show that we already accepted glasses back and gave a full refund. Your issue should be complete.