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

Thanks for respondingAt this time we have not received the amount we refunded back to our accountWe still have both the amount we refunded and the full amount of the chargeback deducted so I can not issue a refund for the remaining nor can I not dispute since I had only received the dispute for the full amount and have not received a retraction from the bankI think you need to contact the bank to find out what the status of the retraction of the credit amount will come because until then there is nothing we can do on your order as I said before

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

Complaint: [redacted] I am rejecting this response because: I have been in contact with [redacted] but am awaiting his review and follow up once received Regards, [redacted]

Thank you for letting me know about the issues with your orderI have reviewed the details and I definitely see there is an issue with your lens and this frameWe will happily take it back via the return label that was previously providedOur policy in these cases, is to remake the lens for you in the same frameHowever, if you are afraid that the lens defect may occur again, we would be willing to allow you to change to a different type of frame that may not cause the same issue at no charge to youIf you really prefer the refund rather than getting the lens fixed or changing to a different frame, we would be willing to make an out of policy exception for you and process a refund back to your original form of payment since you have been having some communications issuesThe first step though is to get the prescription frame and lens back to us so that we can resolve your issue whichever way works best for youPlease let me know once that item in the mail and if there is anything else I can do for you

Thank you for letting us know about your issueI see that the package did finally arrive back hereWe overnighted the reshipment to you and I see that it has been signed for by yourselfI hope this helps resolve your issues! https:/ [redacted]

Thank you for letting me know about this! I reviewed your order and it appears that there seems to have been an error when we were reviewing your order upon returnThere definitely should not be any restocking fee since they are sent back to our manufacturer for full credit due to defect in the lens and templeOur policy is to resend a non-defective pair of glasses, but I see that you requested a refund insteadIt is out of our policy, but we approved the refund in full for youI apologize for the frustration as it was not intended at allThank you for letting me fix this for you and I hope this resolves your concerns

Complaint: [redacted] I am rejecting this response because:The essential issue presented in this Revdex.com (Revdex.com) complaint against FramesDirect.Com (FDC) is whether FDC through its agents, namely, Ms [redacted] ***, optician, made intentional and knowing material misrepresentations regarding medical services to an out-of-state patient via the channels (specifically electronic mail) of interstate commerce.Other issues such as a retaliatory and willful breach of a valid sales contract, intentional or reckless infliction of emotional distress, advertising, and commercial bad faith, cluster around the essential issue of material misrepresentation of fact.Making material and misleading statements to a patient with the knowledge of their falsity is universally against the law and violates honest business practices Additionally, it violates standards of professional ethics in a regulated occupationMs***, acting within the scope of her employment as an optician for FDC made multiple material and misleading statements regarding prescription eyewear to myself (the patient) with scienter For instance, on July 15, 2015, Ms [redacted] stated: “I contacted [redacted] and at this time they are not offering photochromic lenses.” Ms [redacted] statement is a material and misleading statement to a patient with the knowledge of its falsity in the course of providing medical services because: (1) photochromic lenses are an important option for prescription glasses and sunglasses Patients desire or require photochromic lenses for many reasons including driving, recreation, or work Additionally, the various levels of photochromic lenses available to patients requires careful consideration and trusted consultation with a qualified optician before deciding on the precise photochromic prescription Therefore, statements in the course of obtaining prescription eyewear regarding photochromic lenses are material (2) Ms [redacted] statement above is and misleading because both Ms [redacted] ***, the prescription customer service agent for [redacted] ; and MrMark Vallejo, the prescription manager for [redacted] , contacted myself and stated that it is absolutely “no problem” for [redacted] to provide photochromic lenses Additionally, [redacted] indicated that Ms [redacted] never contacted [redacted] as Ms [redacted] stated above Therefore, because [redacted] has no motive to misrepresent the truth in this case, but FDC and Ms [redacted] do, the more reasonable and plausible version of facts is the Ms [redacted] made a and misleading statement when she stated [redacted] does not offer photochromic lenses (3) I took time out of my schedule and paid for an optometrist to examine my eyes and vision and write a prescription for eyewear In accordance with FDC’s procedures for obtaining prescription eyewear, I transmitted this medical prescription to the prescription department at FDC Therefore, I was not only a customer—I was a bona fide medical patient (4) Ms [redacted] statement above that she contacted [redacted] and that photochromic lenses were commercially impossible was not made innocently or with mere negligence It was made with scienter because she knew that she did not even attempt to contact [redacted] to determine if photochromic lenses were available If she had made this simple attempt to contact [redacted] , then she would have been informed that photochromic lenses are indeed available Therefore, Ms [redacted] and misleading statement was made knowingly (5) Ms [redacted] was acting within the scope of her employment as a FDC employee with she made knowingly the material and misleading statement to myself She was presumably at the FDC business location, was not on a frolic away from the business, and her statement was made within the scope of carrying out her employment duties as a duly certified State of Texas optician Therefore, the scope of employment element is met.Therefore, Ms***, and FDC, vicariously, violated the above universal law, business standards, and professional ethics.Moreover, I can go through a remarkably similar analysis as above regarding how Ms [redacted] mishandled my first choice of prescription eyewear, the [redacted] The facts are similar and Ms [redacted] misconduct is also similar All of which indicates a pattern of unacceptable behavior and business-medical practices.Furthermore, if I did not smoke out these issues by seeking the assistance of the Revdex.com, then most assuredly they would have been covered up Proof of this is that Mr [redacted] operations manager for FDC, attempted to downplay and sweep the above matters under the carpet and shift blame onto the patient for Ms [redacted] misconduct Additionally, DrGuy Hodgson, chief operating officer for FDC; and Dr [redacted] , chief executive officer for FramesDirect.Com and AFEyewear.Com, have ignored my attempts to address the above issuesIn summation, I am still in the market for prescription eyewear However, FDC’s response to the Revdex.com comes off as nothing more than a disingenuous attempt after the fact to spin these events in the light most favorable to FDC My trust in FDC has not been restored, and I am completely unsatisfied with FDC’s initial answer to the Revdex.com regarding the extreme and outrageous medical treatment that I receivedI look forward to FDC’s reply to the above and a sincere attempt to address my concerns Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: What's my letter carriers name? Bet you cannot tell me because you never even called USPS or spoke to my letter carrierThis is a civil matter and not a criminal matter and the police department will not waste their time writing a police reportI will file a dispute with my credit card company-LIKE VIRTUALLY ALL OF YOUR CUSTOMERS HAVE TO DOI am also filing a complaint with the Attorney Generals office in TexasYour 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] ***

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 siteI 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 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, 51xlens 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 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]

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 mePlease advise on the next steps and timeline Regards, [redacted]

Good Morning [redacted] ! Thank you for taking the time to reach out to us and let us know there is still an issueI am concerned as it shows in our system as you can see by the attached invoice and payment history on your order that we refunded the $in full to your original form of purchase - Visa ending in ***Can you please take this invoice and this payment confirmation back to your credit card company that manages this card for you as it should never take more than 3-business days for them to post a refund in full back to youFeel free to keep this complaint open and respond when you hear back from them but at this time you can see that we have in fact refunded you and once the funds process back to the bank it becomes out of our handsPlease keep me postedThank you :)

Thank you for your responseI am sorry that you feel that we sent you the wrong thingPer your admission, you have the frame in the phillipines and the lenses at the address you requested that we send them toSo you have both the frame and lens that you orderedThat being said, if you decide to return the lens we can accept them back with a 50% lens restocking fee which is listed on our website for all returns or you can keep them and insert them into the glasses that you haveIf you would like to send them back for the return minus the restocking fee please be sure to send them insured in case they get lost in transit and send us the tracking so we can expect it back

Thank you for letting me know about the issueWe 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 shipIf this resolved your issue please close the Revdex.com at your convenience

Complaint: [redacted] I am rejecting this response because: I never agreed to have the money refunded minus the restocking feeI spoke with ***, I believe, who told me that about $would be held and the rest could be refunded if I wanted to make a returnI argued that no money should be withheld, did not approve the refund, and requested to have a manager call me backShe told me that my call would be returned the same day by a manager and that was the last I heard from the companyUpon checking my bank statement, I do see a refund of $179.98, so they withheld $75.79, $or $more than they said they wouldAnd again I never agreed to a refund in the first place but rather was expecting to hear back from a manager as requested 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

Thank you for respondingWe have issued an in-store credit to your account of $which is what you paid for the lensYou do not need to return the lens to usWhen you want to use your new credit please place the order and put in the comments to use your credit that is on order # [redacted] Hope this helps

***, Thank you for messaging about your orderAs you are aware, our return policy clearly states that if there is a defect, we can replace the defect with no charges within days and year of the warrantyI researched and do see that your initial shipment did have defective lens and we had remade them for you at the correct polarization and shipped them out to youYou had worn the new ones and stated that you were still having eye strain and that you thought they were not correct to your prescription so we took them back to reviewWhen we received them back we found that the new pair was in fact an exact match to your new RX from your optometrist and that there was no defect at all on the return pairSince you had insisted on a refund, all we could do was issue a refund minus the 50% lens restocking fee since there was no defect and we had to throw out the prescription lens made for youAt this time, since you were refunded per the policy of refund minus restocking fee, we consider this order complete and there is nothing further to refund at this time

We have issued you a return label so that we can review the product and you do not have to pay shippingI have also given your information to our operations manager and he will be reaching out to you directlyI hope this helps!

Thanks for letting me know about your issuesI 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 issuesWe 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 labelThe sooner you get those back, the sooner we can resolve your issuesLet us know once you have returned those frames