FramesDirect.com

Complaint: ***
I am rejecting this response because:I am waiting for a full refundI do not consider the issue resolved until the full refund is issued
Regards,
*** ***

Thank you for your messageIt appears that when we received the frames back we had not found anything wrong with them and as per our policy and return is subject to a 10% restocking feeAt this time, I see that you have since filed a chargeback for the full amount of $after we had already
issued you a refund of the product with the restocking fee of $At this time, there is nothing we can do to assist you since the refund was processed and the $deducted from our account since you filed a chargeback so the funds have been deducted twice from us alreadyI suggest discussing with your bank the status of your chargeback since we no longer have any of your funds

Thank you for your inquiryWe normally accept and returns for doctors changes within days of shipment so if your dr office changes your lens as our return policy states, we would have remade for you at no chargeIt appears that instead of sending the frames back, you filed a chargeback with
your credit card companyOnce we receive threat of a chargeback, we are not able to assist you any further on this order since we no longer have the fundsAt this time it appears you have the glasses and your funds due to the chargeback that was filedThere is nothing we can do to assist you further at this time due to the action you took with your credit card company as we cannot accept further orders from someone that opened a chargeback with their card institution

Complaint: ***
I am rejecting this response because they have had my glasses since ThursdayI still have not heard back from Richette, or anyone regarding my exchange or refundThey have my glasses AND my moneyI know if I email I will not get a responseTheir customer service is awfulAt least the person I have been dealing with isAnd looking at reviews online it seems to be typical from Frame Direct. Regards,*** ***

Complaint: ***
I am rejecting this response because:The seller is applying the Terms of the Ray-Ban limited warranty using his own arbitrary and capricious standardsFrom Ray-Ban "This warranty does not cover: scratches on sun lenses; damages caused by accident, abuse, neglect, shock, improper use or storage of the product; unauthorized modifications or repairs; wear and tear as well as any issue connected to the prescription lenses."The frames were not broken as a result of accident, nor abuse, nor neglect, nor shock, nor improper use or storage, not by unauthorized modification or repairs, and not by any wear and tear They broke while he was cleaning the lens as directed by the manufacturer with the micro cloth they provided. No one has ever returned my calls to ask how the break occurred The damage did not occur as a result of a non-covered action *** ***

This customer has purchased many frames from us over the last few years but has returned almost every one of them. That is why we advised customer that we would not accept any more returns

Hi ***, we have already issued you a full refund for your return productYou originally paid $290.14, $for the product and $for shippingThe shipping costs are always non-refundable but we did issue you a refund of $which went back to your Visa on February 8thWe consider your
order complete

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlso I have enclosed emails from *** *** promising to give partial refund, but was unable to save the other two, rather the computer would not let me save them
Regards,
*** ***

In regards to your return minus restocking feeYou initially paid $That was for the frame and then which was $mins the 50% off promotion off lensesIn addition there was tax on the frame and lens of $(tax rate of .1025) and a $shipping fee that you paidOur website states when returning due to customer damage, that the lenses remake is not coveredWe offered an out of policy exception of 50% off a remake, but you refused, so we let you know the only other option would be a refund minus 50% restocking fee even though the scratches were damage not covered under warrantySince you paid $on your lens, the restocking fee would be $+ tax on that restocking fee which = In addition, shipping is non-refundableThe total withheld from your refund then would be $+ + = $and the refund owuld be $which is exactly what you were refundedI hope this explains the difference for you

Complaint: ***
I am rejecting this response because: I did contact the business directly to request a refundMy resent order is not the issue any longer as I have purchased my glasses else wareI resent being blackballed from your business, as I already said before I requested a refund via email, when my American Express statementcame and the charge was still there, I let American Express handle it, sorry
Regards,
*** ***

Complaint: ***
I am rejecting this response because:It is not true that nothing was wrong with the product I was delivered: Perhaps the sunglasses appeared fine to you after they were thoroughly cleaned, but the lenses were filthy when I received them. Had it been an article of clothing that was delivered spotted and dirty, would you expect the customer to wash or dry clean the item before determining whether to accept it? Doing so might further damage a product and eliminate any recourse the customer would have originally had.Regarding the disputed funds, while I originally disputed the entire amount of because that was all I could do before knowing what amount you would refund, as soon as I discovered that you had refunded $238.95, I had my credit card provider rebill that amount. Thus, at this time, only the delta amount of $remains in dispute.Per my credit card provider, the $amount will remain in dispute until one of the following occurs: - You refund that amount to me or otherwise "quit your claim" against my funds - You elect not to contest the dispute for two billing periods of my credit card account from the time I lodged the disputeUntil one of the above events occurs, this matter must remain unresolved
Regards,
*** ***

Complaint: ***
I am rejecting this response because:After I read a lot of FramesDirect,com review from *** ***
websiteMany people has problem like me. ( Regarding to review from star to stars, most of has problem like me).I would like to return and refund my money back only
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***1, and believe it sounds as if we are going in the right direction I cannot fully accept your response until resolution through refund Thank you
Regards,
*** ***

Customer's replacement product was shipped on UPS tracking *** and was delivered on 5/12/15. We also gave customer a $courtesy refund for the issues with this order

Complaint: ***
I am rejecting this response because: I currently own another pair of transition safety glasses and they get dark enough to wear in the sunThis business is marketing sun glasses that do not get dark enough to wear outdoorsIn response, they wants me to spend another $above the $300+ I have already spent to get lenses that are dark enough to wear outdoorsThis is outrageous and unethicalOther than the Revdex.com, I have contacted both ABC and NBC local affiliates for help and hope to either get all of my money back, or a pair of safety glasses than can be used both indoors or outdoors
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
As I delve deeper into my online mistake, having learned that the lenses which they charged dollars for (prior to discount) is according to *** optical, who cross checked numbers from the glasses to their reference book of lenses and found they are ''Ideal brand from Essilor (not listed on the site, that I saw) no HD and bottom of the Essilor lenses offered, and as I have shown in diagrams from online research, the standard lenses have a ridiculously small middle vision capability (compared to some others shockingly so)So by deductive reasoningThe first pair of glasses that I convinced (a no return company) into doing, because I was under the impression the size of the frames (which I was not advised in anyway against) might not have been so much of the problem as the lenses themselves ? Further, if I had know that what they sold charging on average times more than most others (on the net) were ''STANDARD'' progressives, meant for 80yo retries, who are in capable of quick head movement, and do not have treated issues of floaters and flashers I WOULD HAVE NEVER ORDERED THE FIRST PAIR, instead of bending over backwards limiting my next choice in order to help them help me to GET GLASSES. I again reiterate, frames direct big selling point is that they ''frames direct'' have trained opticians guiding you and helping you through your purchase!(?) *** began this trip and *** *** OPS MANAGER(?) ended it and no where was I advised and or helped, they took the order, retook the order and my Son's credit card. This is a link to frames website describing IN THEIR WORDS the job f the optician: http://www.framesdirect.com/landing/a/opticians-on-staff.html And this is a message from the card holder, who works for an international company and speaks customer service double talk. The charge-back process is that a credit is placed on the customer's account in the amount of the disputed charge In my case, it remains a credit for two billing cycles unless the business proves the charge is valid If they do not, the credit becomes "permanent." Charge-back does not equal refund If they want to use the words "we will refund you" or "we won't challenge the charge-back" or anything similar to "you get your money back 100%" then I think you can send the glasses back.They are wrong to consider the charge-back as a "forced" refund, because it's not. Then I guess I'd tell the Revdex.com that, as the coseems to think charge-back = refund, I'll return the product once I know for sure they won't challenge the charge-back. I was mislead, mishandled and the only resolution is refund. If I had been asked any questions about my health, needs or current glasses, WE WOULD HAVE NO NEED OF DOING THIS. * * *** *** *** ***

Complaint: ***
I am rejecting this response because:the business did not clearly list this policyNeither was I informed of this when I initially requested a refundI will be contacting consumer affairs as well as the states attorney general because they need to make consumers aware of this policy clearly before purchaseespecially since this is a mail order servicePeople work too hard to give their money away to business that lack integrity such as this one
Regards,
*** ***

Complaint: ***
I am rejecting this response because: my only options were have the scratched glasses sent back or pay the $I will send them back now for a full refund on the lensesI still can't see out of them because the PDs seem wrong in it his setI can close right eye and see but have to turn my head when I close my left eye to find the sweet spotI have been wearing progressives for a long time.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: my credit card company (Visa) tells me they DO NOT control the chargeback; the merchant doesThe merchant should represent that they will NOT CHALLENGE ANY CHARGEBACK issued in this matter for $(which they tell me they have either recently done or soon will do)
Regards,
*** ***