FramesDirect.com

Complaint: ***
I am rejecting this response because: I have already gone through months of waiting for a quality, usuable and safe product and cannot wait yet another 6+ weeks for another "correction" to be madeI just want a full fefundI was still unable to see through the last pair of glasses/lenses made - I am not sure how else to prove that Am I now disputing a matter of product accuracy/ quality from a lab that clearly lacks credibility considering the first faulty product was still shipped yet should have failed quality assurance tests the first time around? I also find it interesting that other customers have experienced the same problems and have had to jump through the same hoops just to get a resolution.
Regards,
*** ***

Hi *** I am so sorry that you felt you had such a bad experience and that you were misled and blackmailed by our operator and never heard back from our Operations ManagerThat is absolutely not acceptableI have pulled up your order and looked at the frames you orderedI see they come in
only one size so either they were not the same exact frames as the original broken frames or perhaps they were made in different sizes before and this was a newer model of the same typeWithout the original pair of sunglasses it becomes really hard to match exactlyI had the same problem once with my favorite pair of Maui Jims a few years ago but luckily they had not discontinued the glasses yet so I was able to get a pretty close matchRegardless, I understand that frustration having to try to replace your favorite pair perfectly, so I waived the 10% restocking fee for you on this and refunded the $back to your original form of purchaseI have also set up a meeting to talk to the representative you spoke to and ensure that the practice stops as if you are unhappy their first concern should be making sure you are taken care ofIf there is anything else that I can do for you feel free to reach out to me directly at 800-*** *** or email me at ***If this has resolved your issue then please feel free to close out the complaintThank you again for making me aware of your situation and letting me help you

***, We gave you a full refund last night per your conversation with ***Hope that helps!

Hello,My apologies that this has been experiencing misunderstanding. You sent lenses in for remake and this is what we did. We have a return process that was performed and can not refund. The frame we were using as a pattern to make your lenses. However, to make this easy I will propose this:Make new frame and lens and hold here. We will notify you it is ready to ship. Return to us the lenses and frame you have and we will ship new set to you. This way it is easy and straight to the point. Will this offer be acceptable to you?

Looking at the history of this order, the details we received from the manufacturer advised that this product could be purchased but when we actually placed the order, it came back discontinued. It is not our practice to in any way mislead our customers. This order was placed on 1/30/
and we advised customer of discontinued on 2/4/15. We refunded in full 2/5/

Thank you for letting me know that you were having trouble contacting us! We definitely want to help you get this resolvedI was unable to find any contact from your email or your order, but since the 5th when you submitted this issues, I had April reach out to you via the phone on the account and
she left you a voicemailI am unsure if that is a good number or not since we have not heard back, so I wanted to extend the return time frame for you and issue you the RMA via here as wellWhen you get a chance, please send these frames back to us via *** to the following address.FramesDirect.comReturns Dept RMA-***SIH 35, Ste# 170Austin, TX 78741-5518Once we get those frames back we will refund them following the return procedure even though its past the time frameDid you know that you can exchange these glasses at no charge to you? We have thousands of glasses online and if you can call us directly at *** and ask for April with a reference to that RMA she can help you set up your exchangeFor more information visit our return & exchange instructions here: http://www.framesdirect.com/landing/a/returns-and-exchanges.htmlPlease know that we take our customers satisfaction very seriously here, so if you have any other questions or concerns do not hesitate to reply back, and we will do our best to assist you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhen will the full refund (including shipping) be credited back to me? My account does not reflect this resolution yet and I assume that is because they are waiting for this response
Regards,
*** ***

We are sorry to hear that you were not satisfied with your purchaseAs per our return policy which is stated clearly on the website at time of purchase, all returns in which you want a refund for lenses incur a 50% restocking fee on the lenses since they are made especially to you and are
prescription and as such not reusableMost eyewear sites state that they are non-returnable or non-refundable due to that, we at least issue a 50% credit back to you for those lens that we have to discardIf you had exchanged your items, we could have attempted to work with you, however your order shows that you requested that refund which comes with the restocking feeYou can view our return policy on our site here: http://www.*** Please let me know if you have any further questions

Thank you so much for letting us know about your situationI looked into your correspondence and I do see that a refund was offered for a revised review and that *** was attempting to reach out to you but it seems that there was a miscommunication and as such the refund was not yet issuedI
issued it for you todayI am so sorry that it took so long and we are trying to make it right for you by having replaced your frame with the one that you originally wanted as fast as possible and offering you this additional $discount for the inconvenienceYou should see that refund appear back to your card in the next few daysLet us know if there is anything else we can do for you:)

Thank you so much for bringing this order to my attentionI want to apologize that this order has not been taken care of yetI have reviewed the issue and I am having the optician place a new order for you at no charge to be sent out to youCan you confirm that your address is still the same, or
is there a different address we should send it to now? Please let me know as I want to make sure you get this pair

I personally worked on this dispute from our customer. She did provide a statement from *** *** *** showing the charge of $as well as a charge of $from our company. After reviewing our site and our credit card processor, we could never find where we
process the charge of $41.05. The customer exchanged an order that she placed with us and the new order amount was an additional $so we did charge that amount to fulfill customer's order. However, the statement that she provided us shows that charge as $- not $Due to these two discrepancies, I had our customer service rep ask the customer to dispute this charge directly with her credit card company so that this could be investigated further directly between our credit card processor and the credit card company. It is impossible for me to refund something that we didn't actual charge. We are more than willing to work with customer's credit card company in the form of a dispute to resolve this issue

Our *** *** has been in contact with customer about this order. He advised that the decision was made to order the correct frame color for customer and she will take to local optical store and have the lenses swapped out to new frame. We placed the order for the new frame and are waiting for it to arriveCustomer indicated that this resolution was acceptable

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,
*** ***

Thank you for your messageI reviewed your order and as per our return policy, any return for refund is issued a refund minus a 50% restocking fee on the lens onlyThis is clearly stated on our site since lens are custom made to your prescription and frame that you chose and if returned have to be
discardAt this time all the refund that was due to you has been issued, no further credit is due

We are sorry that you are upset that we are not able to take future orders from youAfter reviewing your account, I see that your prior order *** back in was made to your specifications and at our lab being finalized when you requested a cancellationOur cancellation policy is to
refund with 50% RSF when an prescription lens order is cancelled and due to you filing the Revdex.com, we had given you an out of policy full refund which waived the $restocking feeDue to this your new order you attempted to place was cancelled as we are not able to take future orders from you since you did not agree to our policies on the previous order and tried to circumvent themI hope this brings greater clarity to the cancellation and consider our relationship resolved.*** ***, SrOperations Analyst

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,
*** *** To the company - This complaint was filed due to NO communication from the company and being lied to and told multiple different "stories"Any time that I asked a question, I was given a different answer about my orderI requested this order be cancelled MULTIPLE times before it was actually cancelledTwo full days AFTER it was confirmed that my order was being cancelled, I received a phone call stating that the order shipped because the "note" to cancel was missedI was also told that the glasses were being shipped OVER NIGHT and I would receive them on Saturday, which I did not. I truly believe that this order was cancelled and NEVER shipped, as I never received itI had my mother at my apartment complex Monday and Tuesday the following week to REFUSE the order and have it sent back to the companyIt never cameThe mail man had no package for meI checked with EVERYONE in my complex and each house within my block. Worst company and customer service I have EVER dealt with

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Thank you for letting me know about all your issuesWe usually respond to all inquiries within hours so I am sure she would respond soon if you sent something in since your last inquiry yesterdayI see that you two have been communicating about a possible exchangeAt this time the return you
sent back has not arrived yetIt appears to be scheduled to arrive Thursday at our office, and then it will take a few days to get checked in and the exchange request processed. In regards to the promotion question, if the new frame you are looking to purchase originally qualified for the 75% off lens promotion (ex Rayban or Oakley Eyeglasses), then the new order would carry over the 75% discount percentage even though its no longer eligible on the site for repurchaseIf it does not, then we can utilize the 50% lens promotion off your exchange if you would like. We do have a restocking fee on our prescription lensWe try to be as upfront as possible about our fees on our return page so that customers can review them before orderingPrescription Lens are custom made to your frame and RX and are unable to be placed into a new frame or reused unless the frame you are buying is the same but in a different colorThis is due to the fact that the lens are cut to the original frames shape and cannot be alteredIf you would like to change your frame, the lens would incur a 50% restocking fee which would be $fee for your original orderThe frame price and the lens after restocking fee total are $that we can use to transfer to a new frame choice, so you do not need to repay.In regards to your insurance, we are not able to communicate directly with insurance companies since we do not take insurance as a payment methodHowever, if you used an FSA or HSA card and still need a receipt from your original purchase to submit to them, we can definitely help you with thatI will have Richette send the invoice directly to you today to resolve that inquiry

Looking at all of the notes on this original order and replacement orders, we have been working these issues for the customer. I see that we refunded customer's original purchase less shipping - total of $on 4/2/14. We refunded the customer's return shipping earlier today for
another $which. Customer is now refunded in full

Complaint: ***
I am rejecting this response because:The glasses I am wearing right now and the glasses that my daughter is wearing right now are from frame directSo your statement is false
Regards,
*** ***