FramesDirect.com

Thank you for messaging us. We use payment verification software to authorize and verify payment methods being used. For some reason the software stated that your order was having issues. We have no control over this and do not keep orders open that have these issues. If you want to replace your...

order to circumvent the software the best way is to use PayPal direct. If you replace your order and in the comments reference your original order # and the discounts you used we can carry them over onto the new order. We do not charge the PayPal account for the transaction until we review the order within the first 48 hours of placing it. Let the optician know when your new order is placed so she can take care of your discounts. At this time we have no open orders for you in our system/

I am awaiting the return on...

my card. Credit card company does not see any record of a pending refund. Your website should be updated to show "Absolutely no returns on contact lenses whether the fault of the consumer or company" or "Possible one time refund for returns only if we/the company authorizes it". I am highly concerned about the many, many others who may be duped to think it is an easy return process.  Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Than* you for providing the optician notes. When we had gotten it bac* it, [redacted] had notated that he chec*ed all measurements and the OC was how the dr had prescribed but perhaps there was some misunderstanding as we did not get to try them on your face to see how they wor* and perhaps a measurement was off from what the doctor gave us or how it was read. Since you have those optician notes, in good faith I am going to refund the restoc*ing fee of $31.20 as well bac* to your original form of purchase. I appreciate you ta*ing the time to let me help you and if you need anything else let me *now.

Thanks for letting us know about your issues in regards to contacting management. As of now, we see that you have spoken with [redacted] and we are working on resolving your issues. Feel free to close this case at your earliest convenience.

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]

Our Customer Service Associate has been in constant contact with customer and has submitted a refund request for full cost of lenses.  Frames were shipped back to the customer.  Refund for lenses in process.

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]

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]

Lenses for this customer has already been started in our lab since the order was placed on 6/17/16 and customer did not contact us to cancel until 6/23/16.  We will cancel this order and refund in full as a courtesy.

Good Morning [redacted]! Thank you for taking the time to reach out to us and let us know there is still an issue. I am concerned as it shows in our system as you can see by the attached invoice and payment history on your order that we refunded the $118.00 in full to your original form of purchase -...

Visa ending in [redacted]. Can you please take this invoice and this payment confirmation back to your credit card company that manages this card for you as it should never take more than 3-5 business days for them to post a refund in full back to you. Feel free to keep this complaint open and respond when you hear back from them but at this time you can see that we have in fact refunded you and once the funds process back to the bank it becomes out of our hands. Please keep me posted. Thank you :)

Complaint: [redacted]
I am rejecting this response because: I have been in contact with [redacted] ... but am awaiting his review and follow up once received.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am only rejecting the response because I need some clarifications before accepting. I am content with the resolution.I just need to clarify "in-store credit". It needs to be clear that the $140.40 will be used when I purchase ON-LINE through my FramesDirect account. I checked my account a while ago and my credits is only at $20.00 which I already have long time ago. Please explain the process further.
Regards,
[redacted]

We refunded this customer in full - waiving all restocking fees as well as refunded shipping - on 6/2/15. We consider this as a closed item.

Complaint: [redacted]
I am rejecting this response because:Yes, the frame is with me here in the Philippines and the new lens is with my brother-in-law in MN. But that's the thing, I wouldn't have consented to another delivery if I clearly knew that the item I am receiving will only be the lens. I have attached my email communication with your CSR and you'll see there that she guaranteed to me that FD will send me complete set (frame and lens) EVEN IF I STILL HAVE THE FRAME ON THE CONDITION THAT I SHIP THE LATTER WITHIN 10 DAYS. In fact, FD even sent an email confirmation that indeed I was getting a complete set. It's also there in the attachment. If I clearly knew that only the lens will be shipped, I would have rejected it before it gets shipped and just demanded a full refund - which I have stated the moment I reported this to FD. Instead, I was misled by the CSR and that FD email thus leading to a second incorrect delivery.I would have appreciated it more if you guys gave me a better option. For example, offering me the lens value as credits to my FD account instead of you replacing the lens and me getting a refund. This would have made me buy another pair of eyewear that I can use or buy as a gift to my wife. It's a risk doing a transaction with you again, yes, but it's a better deal. Instead, I was misled several times and it has led to this.Oh by the way, about the restocking fee. Yes, I saw that in your Returns & Exchanges page. The 50% restocking fee you were referring to pertains to PRESCRIPTION LENSES. I bought NON-PRESCRIPTION LENSES, thus I am only facing a 10% restocking if ever it comes to this. FYI.Nevertheless, I am still adamant on my full refund and I will ship back the lenses once I get refund confirmation; unless you give me a better or acceptable deal. PS. I am having trouble replying to this thread. I do not know if website is under repair. I am sending this first without the attachment.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The essential issue presented in this Revdex.com (Revdex.com) complaint against FramesDirect.Com (FDC) is whether FDC through its agents, namely, Ms. [redacted], optician, made intentional and knowing material misrepresentations regarding medical services to an out-of-state patient via the channels (specifically electronic mail) of interstate commerce.Other issues such as a retaliatory and willful breach of a valid sales contract, intentional or reckless infliction of emotional distress, false advertising, and commercial bad faith, cluster around the essential issue of material misrepresentation of fact.Making material false and misleading statements to a patient with the knowledge of their falsity is universally against the law and violates honest business practices.  Additionally, it violates standards of professional ethics in a regulated occupation. Ms. [redacted], acting within the scope of her employment as an optician for FDC made multiple material false and misleading statements regarding prescription eyewear to myself (the patient) with scienter.  For instance, on July 15, 2015, Ms. [redacted] stated:  “I contacted [redacted] and at this time they are not offering photochromic lenses.”  Ms. [redacted] statement is a material false and misleading statement to a patient with the knowledge of its falsity in the course of providing medical services because:  (1)  photochromic lenses are an important option for prescription glasses and sunglasses.  Patients desire or require photochromic lenses for many reasons including driving, recreation, or work.  Additionally, the various levels of photochromic lenses available to patients requires careful consideration and trusted consultation with a qualified optician before deciding on the precise photochromic prescription.  Therefore, statements in the course of obtaining prescription eyewear regarding photochromic lenses are material.  (2)  Ms. [redacted] statement above is false and misleading because both Ms. [redacted], the prescription customer service agent for [redacted]; and Mr. Mark Vallejo, the prescription manager for [redacted], contacted myself and stated that it is absolutely “no problem” for [redacted] to provide photochromic lenses.  Additionally, [redacted] indicated that Ms. [redacted] never contacted [redacted] as Ms. [redacted] stated above.  Therefore, because [redacted] has no motive to misrepresent the truth in this case, but FDC and Ms. [redacted] do, the more reasonable and plausible version of facts is the Ms. [redacted] made a false and misleading statement when she stated [redacted] does not offer photochromic lenses.  (3)  I took time out of my schedule and paid for an optometrist to examine my eyes and vision and write a prescription for eyewear.  In accordance with FDC’s procedures for obtaining prescription eyewear, I transmitted this medical prescription to the prescription department at FDC.  Therefore, I was not only a customer—I was a bona fide medical patient.  (4)  Ms. [redacted] statement above that she contacted [redacted] and that photochromic lenses were commercially impossible was not made innocently or with mere negligence.  It was made with scienter because she knew that she did not even attempt to contact [redacted] to determine if photochromic lenses were available.  If she had made this simple attempt to contact [redacted], then she would have been informed that photochromic lenses are indeed available.  Therefore, Ms. [redacted] false and misleading statement was made knowingly.  (5)  Ms. [redacted] was acting within the scope of her employment as a FDC employee with she made knowingly the material false and misleading statement to myself.  She was presumably at the FDC business location, was not on a frolic away from the business, and her statement was made within the scope of carrying out her employment duties as a duly certified State of Texas optician.  Therefore, the scope of employment element is met.Therefore, Ms. [redacted], and FDC, vicariously, violated the above universal law, business standards, and professional ethics.Moreover, I can go through a remarkably similar analysis as above regarding how Ms. [redacted] mishandled my first choice of prescription eyewear, the [redacted].  The facts are similar and Ms. [redacted] misconduct is also similar.  All of which indicates a pattern of unacceptable behavior and business-medical practices.Furthermore, if I did not smoke out these issues by seeking the assistance of the Revdex.com, then most assuredly they would have been covered up.  Proof of this is that Mr. [redacted] operations manager for FDC, attempted to downplay and sweep the above matters under the carpet and shift blame onto the patient for Ms. [redacted] misconduct.  Additionally, Dr. Guy Hodgson, chief operating officer for FDC; and Dr. [redacted], chief executive officer for FramesDirect.Com and AFEyewear.Com, have ignored my attempts to address the above issues. In summation, I am still in the market for prescription eyewear.  However, FDC’s response to the Revdex.com comes off as nothing more than a disingenuous attempt after the fact to spin these events in the light most favorable to FDC.  My trust in FDC has not been restored, and I am completely unsatisfied with FDC’s initial answer to the Revdex.com regarding the extreme and outrageous medical treatment that I received. I look forward to FDC’s reply to the above and a sincere attempt to address my concerns.                        
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. Please advise on the next steps and timeline. 
Regards,
[redacted]

As we stated in the last message, we are not able to process anything further since a full refund has been made and the order cancelled. We consider the order closed.

We have issued you a return label so that we can review the product and you do not have to pay shipping. I have also given your information to our operations manager and he will be reaching out to you directly. I hope this helps!

Thank you for responding. We have issued an in-store credit to your account of $140.40 which is what you paid for the lens. You do not need to return the lens to us. When you want to use your new credit please place the order and put in the comments to use your credit that is on order #[redacted]. Hope this helps.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory.
Regards,
[redacted]