FramesDirect.com

Complaint: [redacted]
I am rejecting this response because: The company did credit my account for $222.50. The credit should have been $226.50. They still owe me $4.00
Regards,
[redacted]

We understand your concern. Unfortunately we can only fill what the doctor prescribes so that is what we sent out. We have already issued you a return label. We will make an exception to our policy and once the lens are back we will refund them in full for this one time.

Thank you for your message. Our policy is to replace all glasses that ship out. We have video of those glasses being shipped out in your package so they had to be stolen either in transit or by someone in your building. We were happy to replace for you as per our policy but since your husband opened...

a chargeback, we are now not able to replace that order or do anything further since your payment has now been taken in full from our account by your bank. You need to seek reimbursement direct from the bank since you opened a chargeback.

Complaint: [redacted]
I am rejecting this response because:
Regards, a refund was returned. However, as compensation we were offered a set of frames for 50% off but another representative of FramesDirect later descended that offer.
[redacted]

Hi [redacted]. That is incorrect. The Merchant has no control over the chargeback process. The funds get immediately deducted as soon as the chargeback is filed and we do not see them back usually for months at a time. We use cybersource as our go between our bank and the customers banks. They have not issued and refund back to our account. I am not sure what you are looking for from us since we do not have your funds to refund you and have not seen any additional chargeback come over yet. As soon as I do I can let you know but in the meantime there is nothing we can do but wait for the banks to interact.

Complaint: [redacted]
I am rejecting this response because: I have submitted an email to [redacted]@framesdirect.com, dated August 19, 2014.  In the...

email I order the Michael Kors MK614, Tortoise-Crystal (207) . The Michael Kors, MK614, Black-Crystal (027) was shipped, which was incorrect.  I would like for Revdex.com to forward all my information to the [redacted] or [redacted]  of Frames Direct. I have submitting everything in writing, what is the problem?    Please submit in writing the response for the Michael Kors, MK614 Tortoise- Crystal (207).  
Regards,
**
[redacted]

Thanks for responding. At this time we have not received the amount we refunded back to our account. We still have both the amount we refunded and the full amount of the chargeback deducted so I can not issue a refund for the remaining nor can I not dispute since I had only received the dispute for the full amount and have not received a retraction from the bank. I think you need to contact the bank to find out what the status of the retraction of the credit amount will come because until then there is nothing we can do on your order as I said before.

Complaint: [redacted]
I am rejecting this response because: You took my money and never delivered the product to ME. I want a full refund of my purchase price/shipping on my credit card. You show the item delivered but WHERE WAS IT DELIVERED BECAUSE IT WAS NOT DELIVERED TO ME!!!!! I am so angry with the stupidity this company has given me. Also YOU LIED TO THE Revdex.com WHEN YOU STATED YOU WOULD RESEND THE FRAMES TO ME--YOU NEVER SAID YOU WOULD DO THAT EVER. Your company has a long documented track record of sending items to God knows where and taking peoples money. Refund me my funds immediately!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am confirming that the credit back to my account has posted BEFORE agreeing that my complaint has been satisfactorily attended to and resolved.  I would also like to note that the business practice of leveraging customers to leave 5-star ratings in exchange for monetary compensation is completely unacceptable.  I would like the Revdex.com support in verifying that this practice has stopped, as the company does continue to maintain on their website that the reviews are independent.  Certainly this claim is outrageous, if one review was leveraged by FramesDirect.com it is misleading and dishonest nullifying the integrity and reliability of posted reviews.
Best regards,[redacted]

We apologize that we had your funds for so long. We were holding your order pending your response. When you did respond we noticed you originally ordered kids frames which would not work for you so we offered an exchange. I see that our operations manager was trying to work with you however since...

you opened this Revdex.com we have decided to cancel your order completely and have refunded your original payment $178.62 back to the original form of purchase. At this time there is nothing further we can do to assist you and consider the transaction complete since no funds are in our possession at this time. You will see the refund in 3-5 business days depending on your bank.

Customer placed an order on our website on 2/14/15.  Bill to name and address was different than the ship to name and address.  For security purposes, we always perform a credit card test where we charge customer's card for a random small amount and require the customer to confirm the...

amount of the charge before we process the order.  With the growing amount of fraudulent charges that customer are experiencing, this protects the customers as well as our company from fraudulent charges.  The amount refunded was different due to the exchange rate.  I will process a refund to cover the shortage.  I hope this explains the purpose of the charge and assure you we are trying to protect our customers with this policy.

We received this return back on 7/27 and evaluated the transition prescription lens and found they got as dark as regular transitions are expected to in the sun under our UV light and outdoors. We offered to upgrade purchase with no restocking fee (which is our policy) to the Xtraactive Transition...

lens which get darker than the regular transitions that were initially purchased, but because those were more expensive, it seems a refund was requested. As per our policy, any return for refund due to dissatisfaction when no defect is found is subject to a 50% restocking fee on the prescription lens since they were made to those specific glasses and that specific RX and cannot be reused. A refund has already been processed for $200.73 which deducted from the $316.40 purchase price a $110.73 restocking fee and the shipping of $4.95. At this time we consider this transaction to be completed.[redacted], Sr. Operations Analyst

Thank you for detailing your experience with our company.  I will reach out to the customer service group and review the details of your order.

I understand your frustration, however you did place this order online and entered the information yourself to order clear lenses and not sunglass bronze lenses. Framesdirect and Wiley completed the order as prescribed and per order description.  After reviewing, we decided to make the offer of...

remake at lower cost to assist in correcting the error made at checkout however you had opted for a refund with the full restocking fee instead as per our return policy on prescription lenses that is detailed online at time of purchase.Since a refund has already been issued we consider this order complete but if you decide to place a new order, we can remake and give 25% of the lens restocking fee from this order discount on the new lenses. Let us know if you place a new order so we can take care of that for you.

[redacted], Thank you for messaging about your order. As you are aware, our return policy clearly states that if there is a defect, we can replace the defect with no charges within 30 days and 1 year of the warranty. I researched and do see that your initial shipment did have defective lens and we had...

remade them for you at the correct polarization and shipped them out to you. You had worn the new ones and stated that you were still having eye strain and that you thought they were not correct to your prescription so we took them back to review. When we received them back we found that the new pair was in fact an exact match to your new RX from your optometrist and that there was no defect at all on the return pair. Since you had insisted on a refund, all we could do was issue a refund minus the 50% lens restocking fee since there was no defect and we had to throw out the prescription lens made for you. At this time, since you were refunded per the policy of refund minus restocking fee, we consider this order complete and there is nothing further to refund at this time.

Complaint: [redacted]
I am rejecting this response because:It's disappointing that you still do not admit the mistakes you guys did. I did send back the lens (only he lens) because I was told to do so. If I was instructed to return both lens and frame at the same time, I would have done it and replacement would have been acceptable. And then after a while, I was misled that you are going to send me new frame and lens and yet only lens arrived. Now you are proposing to me that you will replace with a new set provided I return both lens and frame - which are in 2 different places right now. If I live in the US this would have been fine. But i'm not. I still do not accept your proposal since what I want and deserve is a refund. Now if you can't do this, here is my counter-proposal:I will return the lens. You will not give me a refund. Instead, I am asking you to credit the value of the lens to my FD account and i'll shop for another item. My 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 is satisfactory to me.
Regards,
[redacted]

Thank you for your response. I am sorry that you feel that we sent you the wrong thing. Per your admission, you have the frame in the phillipines and the lenses at the address you requested that we send them to. So you have both the frame and lens that you ordered. That being said, if you decide to return the lens we can accept them back with a 50% lens restocking fee which is listed on our website for all returns or you can keep them and insert them into the glasses that you have. If you would like to send them back for the return minus the restocking fee please be sure to send them insured in case they get lost in transit and send us the tracking so we can expect it back.

Thank you for letting us know about your issue. I see that the package did finally arrive back here. We overnighted the reshipment to you and I see that it has been signed for by yourself. I hope this helps resolve your...

issues! https:/[redacted]

This customer had purchased from us prior to this above mentioned 2013 order.  They had always contacted us immediately if they had issues with our product so they were not new to our replacement process.As the customer indicates, these two orders were filled in May of...

2013.  If there were issues with the product and the customer was not satisfied they should have contacted us immediately so we could review to identify the issue and help them resolve it as they had done in the past.  The product is two years old now and past any normal warranty.We offered to sell them replacement lenses at a discount.