FramesDirect.com

We never refund shipping as per our policyWe went out of policy to give a full refund for the product outside of policy but as the website states - shipping is non-refundableThe transaction is considered completed

Thank you for letting us know about your concernI do see that you returned due to frame defect once months after wearing for flaking and we replaced in black, then returned again a little over a month later for flaking on this frame as wellHowever the third pair was never returned for review
or warranty replacementI see here that you had filed the chargeback, but because it was never returned after the two replacements, AMEX would not honor the chargebackOur warranty policy is to replace any defects within the warranty time frameIf you would like to, you can send the frame back for warranty replacement again but as *** initially said, how those frames are being worn is most likely what is causing the flaking but they are covered under warranty replacement until March so we can continue to replace them for you if that is what you are looking forSince this frame is having so many issues though, I would be able to extend a refund minus 50% RSF on this if you would like to return even though its past the day time frame since the frames keep going defective due to wear and tear but there is nothing wrong with the lens so they are subject to the lens restocking feePlease let me know what you would like to do so we can resolve this for you

Thank you for your messageI understand the frustration of not being able to place an order however since the chargeback was filed on a previous order rather than contacting the business directly to request a refund, we are not able to allow any further ordersThe order you attempted to place
recently has already been cancelled so nothing has been charged

Complaint: ***
I am rejecting this response because: again, it remains inconsistent with the information my bank has providedI should not be the one who has to assure that I receive a refund FD agrees I am entitled toPerhaps FD should contact the third party it has identified and direct it NOT to challenge any chargeback from my Visa in the amount of $Is FD willing to do that? If not, how can I be assured that I will not be charged for the Rx glasses I did not receive?
Regards,
*** ***

Thanks for your message! I talked to *** and he let me know we had honored the free frame and had taken care of it for you since you submitted thisPlease let me know if there is anything else we can do

Per your discussion with ***, even though these are not considered defective under the warranty policy we will remake at no charge once returned

We are sorry that you are not satisfied with the refund minus the restocking feeWe have our returns policy posted clearly on our site under returns and exchangesyou can see it on this link: https://***The process is documented and the restocking fee explained on prescription lenses with our detailed customer made lenses return policy section AND the explanation below that reads: **Prescription lenses are custom-made and cannot be resold, therefore we don't apply full credit on returns and exchangesLens fee appliesDue to the fact that we do post this clearly on our returns section under do you need to return or exchange an item due to preference, the rejection is not validWe definitely have our policy on our website and why it has the lens fee

Thanks for your messageI absolutely understand the frustration of not being satisfied with your lensI do see that you spoke to *** and she explain that the scratch coating is added at no charge to your original and remake shipment, but is not covered under warranty if the lens are scratched
We definitely tried to work with you by waiving the restocking fee/remake fee and gave you the new lenses which would normally cost $523.50, for only $and per your email conversation with *** you agreed to this charge and asked us to start the remakeDue to this written agreement, we remade your lens at the extreme discount and have since shipped them to you considering the order completeWe would appreciate it if you closed your complaint since you currently have the agreed upon remade lenses in your possession and had requested the charge you are now disputing

That is not trueSince the package was delivered, we let you know if you filed the police report we could replace the frames for you as the tracking shows the product was deliveredWe have video of the product going out via USPS and USPS when we contacted stated it was delivered to the parcel locker and the key was in your mail boxIf you want the replacement please file the police report and submit it overWe do not refund when we show the product has been delivered

Complaint: ***
I am rejecting this response because:The business has not been in constant contact.I have initiated all correspondence.*** *** stopped responding days ago, and I was sent an email alerting me to the imminent delivery when I had them already.So, unless frames direct has a better lens with a wider field of vision, I want nothing from them except a refund.Their attempt to separate them selves from the online heard has fallen short in my eyes.''Did you know that ordering frames this large will likely increase thickness and possibly distort the vision?'' That would have stopped the first order and likely purchase all together As it took me a year of going every where else (others) because my fear of getting stuck from a ''NO RETURN'' franchiseWhich is where I am now.May you never loose everything and your health and be dependent for support from a grown Son, who gives willingly, yet I still strive to spend as little as I can in return.As I wrote the CEO.''If I had all the money I wasted trying to find a DEAL online, I could have bought them in town with all the extras, got gas dinner and had change, and would not be stressing over if and when my glasses would ship, and when''If I had been given the option to refund before the second pair was sent days later, I would have and again WE WOULD NOT BE HEREOr, perhaps if I had been asked ''Do you have any other eye issues other than needing bifocals''?I could have said YES and again we would not be here.As for a return label? I have received nothing.So, unless they have a better lens with a wider field of vision (I do not care if it means loosing the transition) THE ONLY THING I WOULD FIND ACCEPTABLE IS A REFUND
Regards,
*** ***

I am sorry that you seem to be having issues with the prescription lens from the new labPer your conversation with *** earlier today, please return the Oakley frame via the Return Tracking #*** that you were provided and we can issue you an out of policy refund in full via PayPal
once backHope that resolves your issue

Thank you for letting me know about your issueI see that your original purchase was for prescription lens that included the I-Relief which does have a blue tint and is used to see computersNot everyone can adapt to to those lenses since they are used for a specific purposeI see that you sent
them back and we did a no charge remake of the lens without the I-Relief that only took days to develop and ship out to you. Now the remake should not have a lens sticking outWe will issue a return label and once back we will review the lens to see what the issue isIf there is an issue with manufacturing of the new lens, we will fix it at no charge to youPlease send your lens back via the return label that will get sent to you shortlyWe will expedite your return once 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 me
Regards,
*** ***

As we previously let you know, our policy is to remake and not refundIf we do refund there is usually a 50% restocking feeWe have processed a refund minus 50% RSF and then did a one time courtesy of the restocking fee back to your cardYou will see two refundsOne for $and then one for
$I hope this resolves your issue

This message is really surprising since we have been in constant contact with customer. *** *** spoke with him this morning and was just going to process a replacement order. I've given this message to *** to follwith customer on cancelling and refunding

Complaint: ***
I am rejecting this response because: I did not return these lenses because of the blue tint, they were returned because I my vision is blurry when looking to the right or the left, there is no clear vision unless I’m looking directly through the center straight ahead I’ve been wearing glasses for years and I’ve never had an issue like this There is definitely something wrong with the prescription itself, if you don’t find a flaw in these lenses, then you have no business selling prescription glasses! If I could see properly, I wouldn’t have returned them as I am in desperate need of glasses I’m really disgusting with your company and I don’t appreciate you lying and saying that I returned them because of the blue tint, that was my second complaint, but that wasn’t the reason they were returned I shouldn’t have to pay a fee for something I can’t use, I need to see correctly out of my glasses to drive and do my daily function, the fact that you you think it’s okay to charge me over $to restock something you made incorrectly is absolutely ridiculous!
Regards,
*** ***

Thank you so much for letting me know of this issueI have made sure your order was cancelled and I have refunded you in fullThere definitely will have no restocking fees appliedPlease let us know if there is anything we can do for you in the future

We are sorry to hear that you are unhappy with your purchaseScratch Resistance is standard on all lenses madeIts an added coded that prevents any cleaning cloths from scratching the lensesAs our warranty states, our day lens guarantee and one year warranty only cover defects with the lenses
and not customer induced damageI am unsure what scratched the lens, but that type of issue could not occur from a cleaning clothI noticed that we processed your return as a refund at your requestOur website shows that any return for refund on a pair of prescription lenses contains a 50% restocking fee since the lens need to be discarded and cannot be used for anyone else's purchase since they were made specifically for your prescriptionAt this time we consider your return complete since the refund minus the 50% lens restocking fee has already been issued to your card

Customer contacted us claiming they received the wrong product. Customer ordered Gucci GGEyeglasses. We pull our video tape to ensure the correct product was shipped per the order placed by customer. We shipped exactly what was ordered. Customer wanted to return this item that they said was not correct. We supplied this customer with a return label #*** which to date has not been used to return the product.The Customer provided a tracking number on USPS that was not addressed or sent to our office. We have not received the product back from this customer - they have not used the return label that we provided - the product customer claimed to have sent back did not come to our office - We do not have an employee named ***.We do not provide refunds until we receive the product back

I have let operations know and once we get the product back we can review and see if we can make an exception to the policyWe will get back to you once we receive the product