FramesDirect.com

Thank you for messagingWe reviewed your prescription glasses when you sent them back and it was made exactly to your prescription hence why we returned to you once we reviewedIf you are seeing a blur, it most likely is due to an issue with the prescriptionPlease take the glasses to your doctor
and let them know the symptoms you are havingWe can remake with no charge a one time dr change for youLet us know what your doctor states and until then we consider the order completed

Complaint: ***
I am rejecting this response because: ** did not really give me a choice, but to take the refundHe blamed the frame separation on my lenses that you (Frames Direct) installedFrom what he was saying to me, if I accepted the exchange then my replacement glasses would have come to me in the same way, due to my lensesThat is just wrongI think in this case an exemption can be made for a full refundThis experience has been a nightmare
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: The reason why the frames weren't returned for a fourth time  is because a man named ** called me on 10/9/17 at 1:42 pm and told me that because I had filed a dispute with American Express that Frames Direct would do nothing to assist me in this issue including providing warranty service, that's why the glasses weren't returned for the fourth time in six months.  A 50% restocking fee, are you kidding, the frames are junk, the manufacturer says that the model I have is the number one returned frame due to the finish flaking off, how is that in any way my problem, Frames Direct does not have a disclaimer warning buyers that these frames are prone to the finish flaking off, if you did I wouldn't have bought them, for a product to last an average of 42 days and then start to fall apart is no way my fault, to say I am not wearing them correctly is an absolute joke, I have worn glasses for over 55 years and have never had any pair start to lose the finish after 42 days let alone four times in six months.  What am I suppose to do after the warranty is up in a year and after 6 or 7 warranty replacements in that time period  am I suppose to buy new frames every 42 days ?  That is simply nuts.  You guys sold me a junk product, you lied to American Express about the facts of the dispute and now you offer me 50 % back?  I kept my end of the bargain which was to pay $336 for a pair of glasses, you promised to sell me a quality product which you didn't, you broke the terms of the contract not me, and also take into consideration every time I sent the glasses back ( 3 times) I was without them for at least 8 days so deduct another 24 days from the amount of time I have been able to use them.  Easy fix, I send the glasses back and you send me a full refund, WEARING GLASSES SHOULDN'T BE A FULL TIME JOB.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never agreed to have the money refunded minus the restocking fee. I spoke with [redacted], I believe, who told me that about $64 would be held and the rest could be refunded if I wanted to make a return. I argued that no money should be withheld, did not approve the refund, and requested to have a manager call me back. She told me that my call would be returned the same day by a manager and that was the last I heard from the company. Upon checking my bank statement, I do see a refund of $179.98, so they withheld $75.79, $10 or $11 more than they said they would. And 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]

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 me.
Regards,
[redacted]

Thank you for letting us know you want to continue to buy with us. I see that your last order [redacted] was cancelled and refunded in full. There is no restocking fee to refund. At 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 policy. At this time all orders you have placed are either returned or cancelled and the transactions are considered resolved.

Complaint: [redacted]
I am rejecting this response because: this is a complete lie in regards to the video and maybe someone in my apartment stole them. I have emails stating that they accepted fault for glasses which were never sent. How can glasses be stolen  in a sealed unopened UPS package. If there's video they can show it to me I requested to see said video with them placing the glasses in a case, in a box, in a UPS box. The glasses were not even put in the case. When I recieved the box from security it was sealed and when I opened it, it was empty. We did request a charge back because you are robbers and I should take this to small claims. A replacement on your fault would take a month to replace so if glasses were there which were never sent shouldn't they just resend the glasses. Why would your customer service rep say it's your companies fault have me send pictures of a empty box. If I would recieved product it would never have contacted Revdex.com. Give me a refund since you never sent a product if you have claim of video then show it to me cause you stated fault in the recorded call and email.
Regards,
[redacted]

Thanks for bring this to our attention.  I will further research this situation but am not seeing any outstanding orders for this customer.

Thank you for letting me know you are waiting on your return information. I do see that we received your return back on the 8th. It 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 you. The new order is for a Rayban [redacted] in Top Black on Transparent color, size 51/18-135. In addition, we carried over the 75% off lens which will be a discount of $160.50 off the lens on the new order. The amount to transfer as we previously discussed will be $204.75 which is only a $26.75 restocking fee on the original lenses. After we transfer the $204.75 to the new order, your balance for the new frame + lenses will be $26.75. We can send you a PayPal invoice if you would like to collect that to your email. I Have upgraded your shipping to overnight on us as an apology for the wait and your frustration while trying to get this resolved. When you get a chance, please call in or email Richette back as we need to confirm the new order before processing it. We have the new frame you specified in stock and just waiting on your confirmation.

Thank you for letting me know about your issue. I reviewed your orders and I do see where your initial shipment had an issue with the coating on the lenses and we remade them at no charge to your per our policy. You then returned those remade lenses because you did not like the EyeZen lenses you...

purchased which have the blue tint that you were mentioning. There were no issues at all on the returned lenses that you had returned the second time. Since you wanted a refund rather than a lens remake with a different lens material, we allowed a refund minus the 50% lens restocking fee as our website return policy states. At this time, no other refund is due back since we have credited you minus that restocking fee.

We have issued a full refund for the product per the conversation with [redacted]. You will see the refund back in 2-5 business days depending on your bank. Hope that helps!

Thank you for letting me know about the issues with your order. I have reviewed the details and I definitely see there is an issue with your lens and this frame. We will happily take it back via the return label that was previously provided. Our normal policy in these cases, is to remake the lens...

for you in the same frame. However, 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 you. If 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 issues. The 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 you. Please let me know once that item in the mail and if there is anything else I can do for you.

We are sorry to hear that you were not happy with your purchase. I reviewed your order and your lenses and see that you have a very small prescription. That being said our machinery determined that the prescription in the lens matched your prescription which was a -.25 sphere in the right with a -.5...

cylinder and 20 axis and a +.25 in the left sphere with a -.75 cylinder and 25 axis. Since the prescription in the lenses did match your prescription and there were no defects with the lenses, the lenses are considered correct. Our normal policy is to send back, or request that you go to your doctor to see if you need a stronger prescription, but since you insisted on a refund, we processed the refund minus the 50% lens restocking fee that is shown as our policy on our site when lenses are returned and then have to be discarded. Since the refund was processed per procedure, your return is considered closed.

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 return. There 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 temple. Our policy is to resend a non-defective pair of glasses, but I see that you requested a refund instead. It is out of our normal policy, but we approved the refund in full for you. I apologize for the frustration as it was not intended at all. Thank you for letting me fix this for you and I hope this resolves your concerns.

We apologize that we oversold this frame and the supplier was having a hard time getting it to us. We have already issued you a FULL refund on April 30th when you requested it. It can take 3-5 business days since a credit was processed for your bank to issue that credit to your account. I have...

included a copy of the refund here for your records. Hope this helps.

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

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 me.
Regards,
[redacted]

We have reviewed your order. It appears that you placed a frame only on your original order and returned it to place a new order with frame and lens. You placed the new order online and we issued you ISC that we used on that new order for the return. Your new order was placed 2/14 and then was...

shipped out 2/28 which was within the ETA that was quoted. Since you returned for style reason, per the return policy that you quoted we refunded you minus the 50% RSF. At this time no further credit is due since the initial order was refunded in full and this order was refunded minus the $22.12 restocking fee on the lens that we must now discard.

Thank you for letting me know about your issues with return order #[redacted]. I do see that your order came back for remake, but we had issues resolving your reshipment address. The address on the initial order is as you state but per the PayPal buyer agreement we can only ship to the  confirmed...

address on the order. In a reshipment, we can only ship to the addresses that are confirmed on the account the original transaction took place. That being said I see that you attempted to show a screenshot of your PayPal account with the new address, but unfortunately the original payment was from [redacted] and not the PayPal account of [redacted] that you sent over. Due to that PayPal had stated that the address you were requesting the payment sent to was not confirmed or considered valid. After no resolution or contact from you or your son in spite us attempting to contact and resolve you for over 7 months, we cancelled your replacement order and let you know we issued you in store credit. You did not contact back until 6 more months after that - over a year since your return came back asking for the item to be reshipped again. As you know, PayPal clearly states that a transaction can only be refunded for 180 days (which you can view here on the PayPal site directly* [redacted]. Since it was past that time frame since you were unable to add the address or respond to our inquires we were only left with issuing in store credit. Please replace your order at your earliest convenience to utilize your store credit as previously instructed. We would be happy to assist you or refund you if we could however we have no control over the PayPal refund system.

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 me.
Regards,
*