FramesDirect.com

Complaint: [redacted] I am rejecting this response because:It's disappointing that you still do not admit the mistakes you guys didI did send back the lens (only he lens) because I was told to do soIf I was instructed to return both lens and frame at the same time, I would have done it and replacement would have been acceptableAnd then after a while, I was misled that you are going to send me new frame and lens and yet only lens arrivedNow you are proposing to me that you will replace with a new set provided I return both lens and frame - which are in different places right nowIf I live in the US this would have been fineBut i'm notI still do not accept your proposal since what I want and deserve is a refundNow if you can't do this, here is my counter-proposal:I will return the lensYou will not give me a refundInstead, I am asking you to credit the value of the lens to my FD account and i'll shop for another itemMy frame? Well i'll just buy lens here in the Philippines Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will be satisfactory 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 MinnesotaI will be sending back the lens and after that I will asking for its refundYou can not say I am not eligible for refund because you have already sent me wrong packages twiceYes they were deliveredBut 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]

I am so sorry this frame keeps getting delayedI have cancelled the order and issued a full refund

Complaint: [redacted] I am rejecting this response because: the funds have not been returned to my husbands accountWe paid with a bank card, not a ctedit cardThe bank has called multiple times to try to get a refund and your company has not allowed the refundWe now have to show emails allowing us to take the money from youAll 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 lineThe bank says you would need to free the funds as a refund to my husbands accouny or we go the long way through claimsHence id like a refund to end this Regards, [redacted]

As we stated in the last message, we are not able to process anything further since a full refund has been made and the order cancelledWe consider the order closed

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 issueDespite 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/chartAlso, 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 pointAs of now, this issue is still in the arbitration stage and should not be considered resolvedHowever, 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 issueOnce 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 providedRegards, [redacted] *** [redacted] Attached is external email correspondence from the company as well as their company warranty chart/policy from their website for reference

Thank you for letting me know you are waiting on your return informationI do see that we received your return back on the 8thIt takes a few days for returns to get processed over to the returns department, but I do see that we have already started the exchange process per your return request, however, when we attempted to reach out to you by phone, we were not able to get a hold of youThe new order is for a Rayban [redacted] in Top Black on Transparent color, size 51/18-In addition, we carried over the 75% off lens which will be a discount of $off the lens on the new orderThe amount to transfer as we previously discussed will be $which is only a $restocking fee on the original lensesAfter we transfer the $to the new order, your balance for the new frame + lenses will be $We can send you a PayPal invoice if you would like to collect that to your emailI Have upgraded your shipping to overnight on us as an apology for the wait and your frustration while trying to get this resolvedWhen you get a chance, please call in or email Richette back as we need to confirm the new order before processing itWe have the new frame you specified in stock and just waiting on your confirmation

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 - The Revdex.com can not be a useful consumer tool if companies are allowed to retaliate against customers who use it in good faith- 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 deliveredIn this case, they charged my card 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 month interest free loan 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.

Thank you for letting us know you want to continue to buy with usI see that your last order [redacted] was cancelled and refunded in fullThere is no restocking fee to refundAt this time we are not able to continue to do business with you since you made threats when you did not want to follow our return policyAt this time all orders you have placed are either returned or cancelled and the transactions are considered resolved

I understand your frustration however, the prescription lenses were inspected by certified Opticians and found to be made as prescribed with the prescription released by your doctor. While lenses are custom made and non resellable we do have a 100% guarantee to remake the lenses with any
updated prescription from a drof customers choice and will be happy to do so until vision performance is corrected and satisfiedSince you requested a refund instead, we were subject to issue a refund minus a 50% restocking fee as per the return policy on prescription lenses stated on our siteAt this time, no further refund is due and the order is considered completed

We apologize for all of the delays with the product that the customer selected. We have no control over the manufacture delays and can only report the information we are given. We agree this is not a good business practice and make every attempt to advise customer's as soon as we know of
a delay

Thanks for your comments.Mr*** merchandise returned to us on June 19th and our final decision was made on June 25th. I reviewed his order and deemed in agreement that his eyewear was received less than perfect. I contacted Mr* *** on the June 25th, offered replacement
with partial refund and he declined. We then agreed to credit in full and refunded his purchase price and he received this information with satisfaction. We trust this is satisfactory and welcome him to return to us in the future

We understand you are frustratedWe had checked the glasses prior to shipping them and they were made to your prescription as described*** has been in contact and we have also now received a chargeback from you and our policy is that if a customer files a chargeback and the funds are deducted from our account there is nothing further we can do to assist youIf you had wanted to work with us and find a solution, you would not have filed the chargeback with your bankSince we no longer have your funds that you used to place the order, we suggest you send the product back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI really do want a refund rather than an exchange or replacement and accept this resolution, as the company is willing to provide thisI will return the glasses using the return label provided as soon as possible
Regards,
*** ***

Thank you for taking the time to submit your complaintI really appreciate the time it must have taken to write down all of your frustrations in the past with Frames Direct and I can understand how upsetting it can be to feel lied to and misdirectedI want to be able to help you, but after
reviewing your order I found that *** may not have known the answer right away but she was trying to find out if we could find those specialty lenses for you and that she was truthful when she finally came back and let you know that we would not be able to fulfill the specific lenses type you were looking to get for these sunglassesWe were not trying to be fraudulent or cheat you out of any discounts etc - we offer the $Cash in Account and 40% discounts frequently and they do not deter us from placing orders for customersIn regards to this particular order and your funds, I see that she was able to cancel your order in full and that you were never charged the $from what I can see on our endIt seems that ***'s suggestion to you was to go to the manufacturer directly to see if that is something that they can do since our lab doesn't carry those lenses and we aren't able to get through our lens suppliers I will talk to *** and *** that in the future, if someone tries to order something that we do not carry outright that we should just let the customer know up front as it should not taken days to figure out that we need to cancel an orderI can tell that the delay and much back and forth has frustrated you greatly in addition to your past issuesBesides doing that, since the order was cancelled in full, and no funds were taken out and we are unable to provide the services you are looking for I am going to consider this complaint complete unless there is something else that I can assist you withIf there is, please let me know and I will try to do my best but I need you to recognize that we were being completely honest in saying that we are not able to find those particular lenses for you and I won't be able to fulfill them for you

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** policy is to replace the frame with no restocking fee and reship the product to youHowever, I see when you spoke with ** 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 ** 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

Our apologies but the manufacturer warranty does not cover accidental breakage of eyewear After reviewing your sons frame by licensed Optician it was determined that there were no defects in the workmanship of the eyewear frame and was caused by direct stress to the bridge of the frame and as
such is not eligible to be returned to Rayban under warranty.ALL of our products are guaranteed authenticWe order directly from each individual manufacturer to insure authenticity, there are no counterfeitsFor further clarification on RayBan's warranty information, you can go here: http://www.ray-ban.com/usa/warranty

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