We apologize for what happened to Ms [redacted] We have recently spoken with her and resolved all issuesShe has also informed us about the complaints she had with the experience she has had with us so far and we have made steps to make sure that her order will be replaced and that future interactions in the future will not be the sameWe appreciate Ms [redacted] for her understanding
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint My complaint has not yet been resolved, despite the response from Marvel OpticsI talked with a man named Miguel, who told me he would work on this, but as far as I know, the replacement has not been sent and I have not been able to get in touch with him since then (earlier this week)Certainly I am not surprised by this, and again, this complaint is not resolved(I will not consider it resolved until I have a replacement in my hands)[Provide details of why you are not satisfied with this resolution.] Regards,
Hi [redacted] , We understand that this has been communicated multiple times, but we did place a case with USPS but they keep getting back to us saying that its delivered and that there is no other remedy for usWe even stressed to them that we sent separate packages to the same address for the order and that you have not received either one even if the tracking information stated deliveredConsidering that we also suffered a loss on the order, we value her feedback as one of our customersWe have our customer service Manager contact her and hopefully this will be resolved
We have spoken directly to Ms [redacted] and have sorted out the issue with her orderWe also gave her a credit back of 20% or the inconvenienceHer order is on its way and she will be receiving them soonWe apologize for the experience she has with us and we have resolved it with her the best we can
Thank you for reaching out and while we understand your frustration with broken glasses after months of full usage, we do not cover wear and tear damageWe only cover manufacturing defects and we have a warranty on thatThis is a standard policy and we hope you can understandWe would be happy to offer another set of replacement frames to transfer the prescription lenses toWe will contact you about this
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint When a frame breaks without any impact to it (lens is intact) every two months, it's not regular wear and tear - its a quality issueThe frame is not suitable for the lens - the lower part of the frame is too thin to hold the lensMarvel has offered to replace the frame againWhile I'm tempted to take the offer, I'm concerned that it will break again in months and I'll have to go through it againI would prefer a partial refund instead of a replacement
Regards,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** and have determined that this proposed action would not resolve my complaint
#I never received any package from Marvel Optics on the order in question#The response to this complaint and my last correspondence to Marvel Optics is the FIRST time they've mentioned that there were two packages sent to me for the same orderIt sounds suspect that not until I filed my last scathing complaint, do they mention that my order came in two packages that were supposedly delivered to me#Their conclusion is incorrect, they have suffered NO LOSSES because they still have my money but I have no GLASSES!#I'm not responsible for how the post office performs as I did not contract out to them to deliver my goodsIt is the responsibility of Marvel Optics to make sure their contracted delivery service does what they were contracted to do#I'm a professional with a family and haven't the time nor inclination to waste my time to fraud Marvel Optics out of pairs of glasses and to suggest that their hands are tied is insulting to my sensibilites
Regards,
We apologize that Ms*** did not have a satisfactory experience with her order with usWe did try to redo her order as she complained that she couldn't see out of themWe asked for a copy of her doctor's prescription, which she provided and redid her orderBut upon receiving the remade
order, she still complained of not being able to see and she returned them to us immediately demanding a refundAs of April 25, we did already provide her refund and even forwarded her a notification with the transaction number of the refundShe can use this to check with her bank if this has gone through or notWe try our best to fulfill our customers' orders as accurately as we can and as prescribed
We apologize for the inconvenience experienced by the customerWe did receive and reply to one of his emails but was not able to issue him a RAN and further instructions to return the item to usWe can still do so and waive the timeframe stated in our policy so he can either have a replacement
pair or get a refundWe will communicate with customer diligently and make sure to resolve his issueWe appreciate that he understood our returns process and was timely in communicating with usWe will do our best to help him
We apologize for the experience that Mr*** has experienced with usWe had production issues with our Safety Eyeglasses and we tried our best to get in contact with our customers to let them know about the delay and Mr*** was one of those informedWe appreciate his patience and according
to our records, we did already send the order out but it seems there might be an issue with the shipmentWe are currently following up with *** as to the current status of the orderBut we have already provided a full refund to the customer and if the order is on its way, we would like to just give Mr*** the safety eyeglasses as complimentary frames for all the troubleThank you
We understand the customer's concern and would have been happy to help him outBut during our follow up call with him, he expressed that he would just like to keep the glasses he received even if they were incorrect and expressed his disappointmentWe would have been open to a refund case and help
him process if he would have expressed the desire to do soWe will try and reach out to him again to see how we can resolve for him
We apologize and understand Ms*** on why she placed her complaintThere has been a great deal of misunderstanding and lack of information given to Ms*** which caused her to doubt our credibilityFirst, she was informed that one of the frames she ordered was out of stock and that the
order had to be put on holdHowever, since she had multiple frames on her order, we failed to inform her that the processing of that particular frame only was to be put on hold and the other available frames continued with the processing phase and only one frame would be slightly delayedAs soon as the other frames were done, they were shipped to her ahead of the delayed oneShe did choose a different frame to replace the unavailable one and we processed that right away as soon as we got the informationSecond, she, then having doubted our credibility, asked to have the order cancelled and refundedOur policy states that all cancellations can only be made after hours from when the order was made but still a refund could still be issued if upon the receipt of the item/s she will follow the returns procedureShe would have just to send us back the received items and we will process the refundHowever, she was not clearly given instruction on what to doShe was made aware of the procedure but she didn't receive the exact instruction of how to do it through a form of an emailThis may have caused her to be more doubting and the lack of follow up further convinced herLastly, we were made aware that she wanted to file a chargeback with her credit card companyWe understand her position and we would've wanted everything to be resolvedWe suggested that she just return all of her items and we will refund her in full with no fees and deductions but she has already closed her mind to the resolution and would just go ahead with the chargebackWe will not fight the said chargeback and will respect her decision.We are saying this in all honesty as we have further investigated the issue and already spoke with our representatives who had direct involvement with this case. There are areas where we lacked in our customer service and we are working to improve these areasHad she been given ample information and continuous followups as promised, this would all have been avoided. We will endeavor to make sure this does not happen againWe hope for Ms***'s understanding
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Sent: Wednesday, February 17, 3:PMSubject: Re: Houston Revdex.com Complaint #*** As of December 2015, we have already sent out to Ms*** her replacement eyeglasses and according to ***,with tracking number ***, they have been successfully deliveredWe apologize again to Ms*** for her experience with us and we are thankful for the feedback and we will be constantly working to provide better service in the futureThank you
We empathize with Mr. [redacted] in his complaint. However, it is stated in our policy that we don't have any warranty over the items as soon as the customer receives them. This is not, of course, due to low quality of frames but because the product we are selling is understood to be worn frequently and...
hence subject to wear and tear even with the greatest of care. Our discounted prices could only be enough for one set of frames thus any replacement way after delivery time would not be possible. However, in this case we will reconsider and help Mr. [redacted] in getting his money back. We will send him instructions on Returns procedure and hopefully he will agree to send the eyeglasses backand we will process his refund as soon as we receive the returns. Hoping for Mr. [redacted] consideration.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if followed through with. I guess they will contact me quickly regarding return procedures? I have to state that the frames I was sold were not of good quality. I don't expect the very best at these prices but I do expect the frames to last more than six months. As stated earlier I took very good care of these that is why I am unhappy as a customer.
We apologize for what happened to Ms. [redacted] We have recently spoken with her and resolved all issues. She has also informed us about the complaints she had with the experience she has had with us so far and we have made steps to make sure that her order will be replaced and that future...
interactions in the future will not be the same. We appreciate Ms. [redacted] for her understanding.
Hi [redacted], We understand that this has been communicated multiple times, but we did place a case with USPS but they keep getting back to us saying that its delivered and that there is no other remedy for us. We even stressed to them that we sent 2 separate packages to the same address for...
the order and that you have not received either one even if the tracking information stated delivered. Considering that we also suffered a loss on the order, we value her feedback as one of our customers. We have our customer service Manager contact her and hopefully this will be resolved.
We apologize for the delay in the refund for [redacted] order. There was a follow-up made yesterday by the customer and our refund team processed the request and the refund just went through today. We have notified her of the refund and she will see the credit back on her account within-3-5...
Banking days. We will be happy to provide more information if needed. Thanks
We apologize for what happened to Ms [redacted] We have recently spoken with her and resolved all issuesShe has also informed us about the complaints she had with the experience she has had with us so far and we have made steps to make sure that her order will be replaced and that future interactions in the future will not be the sameWe appreciate Ms [redacted] for her understanding
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint My complaint has not yet been resolved, despite the response from Marvel OpticsI talked with a man named Miguel, who told me he would work on this, but as far as I know, the replacement has not been sent and I have not been able to get in touch with him since then (earlier this week)Certainly I am not surprised by this, and again, this complaint is not resolved(I will not consider it resolved until I have a replacement in my hands)[Provide details of why you are not satisfied with this resolution.] Regards,
Hi [redacted] , We understand that this has been communicated multiple times, but we did place a case with USPS but they keep getting back to us saying that its delivered and that there is no other remedy for usWe even stressed to them that we sent separate packages to the same address for the order and that you have not received either one even if the tracking information stated deliveredConsidering that we also suffered a loss on the order, we value her feedback as one of our customersWe have our customer service Manager contact her and hopefully this will be resolved
We have spoken directly to Ms [redacted] and have sorted out the issue with her orderWe also gave her a credit back of 20% or the inconvenienceHer order is on its way and she will be receiving them soonWe apologize for the experience she has with us and we have resolved it with her the best we can
Thank you for reaching out and while we understand your frustration with broken glasses after months of full usage, we do not cover wear and tear damageWe only cover manufacturing defects and we have a warranty on thatThis is a standard policy and we hope you can understandWe would be happy to offer another set of replacement frames to transfer the prescription lenses toWe will contact you about this
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint When a frame breaks without any impact to it (lens is intact) every two months, it's not regular wear and tear - its a quality issueThe frame is not suitable for the lens - the lower part of the frame is too thin to hold the lensMarvel has offered to replace the frame againWhile I'm tempted to take the offer, I'm concerned that it will break again in months and I'll have to go through it againI would prefer a partial refund instead of a replacement
Regards,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** and have determined that this proposed action would not resolve my complaint
#I never received any package from Marvel Optics on the order in question#The response to this complaint and my last correspondence to Marvel Optics is the FIRST time they've mentioned that there were two packages sent to me for the same orderIt sounds suspect that not until I filed my last scathing complaint, do they mention that my order came in two packages that were supposedly delivered to me#Their conclusion is incorrect, they have suffered NO LOSSES because they still have my money but I have no GLASSES!#I'm not responsible for how the post office performs as I did not contract out to them to deliver my goodsIt is the responsibility of Marvel Optics to make sure their contracted delivery service does what they were contracted to do#I'm a professional with a family and haven't the time nor inclination to waste my time to fraud Marvel Optics out of pairs of glasses and to suggest that their hands are tied is insulting to my sensibilites
Regards,
We apologize that Ms*** did not have a satisfactory experience with her order with usWe did try to redo her order as she complained that she couldn't see out of themWe asked for a copy of her doctor's prescription, which she provided and redid her orderBut upon receiving the remade
order, she still complained of not being able to see and she returned them to us immediately demanding a refundAs of April 25, we did already provide her refund and even forwarded her a notification with the transaction number of the refundShe can use this to check with her bank if this has gone through or notWe try our best to fulfill our customers' orders as accurately as we can and as prescribed
We apologize for the inconvenience experienced by the customerWe did receive and reply to one of his emails but was not able to issue him a RAN and further instructions to return the item to usWe can still do so and waive the timeframe stated in our policy so he can either have a replacement
pair or get a refundWe will communicate with customer diligently and make sure to resolve his issueWe appreciate that he understood our returns process and was timely in communicating with usWe will do our best to help him
We apologize for the experience that Mr*** has experienced with usWe had production issues with our Safety Eyeglasses and we tried our best to get in contact with our customers to let them know about the delay and Mr*** was one of those informedWe appreciate his patience and according
to our records, we did already send the order out but it seems there might be an issue with the shipmentWe are currently following up with *** as to the current status of the orderBut we have already provided a full refund to the customer and if the order is on its way, we would like to just give Mr*** the safety eyeglasses as complimentary frames for all the troubleThank you
We understand the customer's concern and would have been happy to help him outBut during our follow up call with him, he expressed that he would just like to keep the glasses he received even if they were incorrect and expressed his disappointmentWe would have been open to a refund case and help
him process if he would have expressed the desire to do soWe will try and reach out to him again to see how we can resolve for him
We apologize and understand Ms*** on why she placed her complaintThere has been a great deal of misunderstanding and lack of information given to Ms*** which caused her to doubt our credibilityFirst, she was informed that one of the frames she ordered was out of stock and that the
order had to be put on holdHowever, since she had multiple frames on her order, we failed to inform her that the processing of that particular frame only was to be put on hold and the other available frames continued with the processing phase and only one frame would be slightly delayedAs soon as the other frames were done, they were shipped to her ahead of the delayed oneShe did choose a different frame to replace the unavailable one and we processed that right away as soon as we got the informationSecond, she, then having doubted our credibility, asked to have the order cancelled and refundedOur policy states that all cancellations can only be made after hours from when the order was made but still a refund could still be issued if upon the receipt of the item/s she will follow the returns procedureShe would have just to send us back the received items and we will process the refundHowever, she was not clearly given instruction on what to doShe was made aware of the procedure but she didn't receive the exact instruction of how to do it through a form of an emailThis may have caused her to be more doubting and the lack of follow up further convinced herLastly, we were made aware that she wanted to file a chargeback with her credit card companyWe understand her position and we would've wanted everything to be resolvedWe suggested that she just return all of her items and we will refund her in full with no fees and deductions but she has already closed her mind to the resolution and would just go ahead with the chargebackWe will not fight the said chargeback and will respect her decision.We are saying this in all honesty as we have further investigated the issue and already spoke with our representatives who had direct involvement with this case. There are areas where we lacked in our customer service and we are working to improve these areasHad she been given ample information and continuous followups as promised, this would all have been avoided. We will endeavor to make sure this does not happen againWe hope for Ms***'s understanding
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Sent: Wednesday, February 17, 3:PMSubject: Re: Houston Revdex.com Complaint #*** As of December 2015, we have already sent out to Ms*** her replacement eyeglasses and according to ***,with tracking number ***, they have been successfully deliveredWe apologize again to Ms*** for her experience with us and we are thankful for the feedback and we will be constantly working to provide better service in the futureThank you
We empathize with Mr. [redacted] in his complaint. However, it is stated in our policy that we don't have any warranty over the items as soon as the customer receives them. This is not, of course, due to low quality of frames but because the product we are selling is understood to be worn frequently and...
hence subject to wear and tear even with the greatest of care. Our discounted prices could only be enough for one set of frames thus any replacement way after delivery time would not be possible. However, in this case we will reconsider and help Mr. [redacted] in getting his money back. We will send him instructions on Returns procedure and hopefully he will agree to send the eyeglasses backand we will process his refund as soon as we receive the returns. Hoping for Mr. [redacted] consideration.
As of response date we have already refunded customer for her returned items. We apologize for the delay in the refund processing.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if followed through with. I guess they will contact me quickly regarding return procedures? I have to state that the frames I was sold were not of good quality. I don't expect the very best at these prices but I do expect the frames to last more than six months. As stated earlier I took very good care of these that is why I am unhappy as a customer.
We apologize for what happened to Ms. [redacted] We have recently spoken with her and resolved all issues. She has also informed us about the complaints she had with the experience she has had with us so far and we have made steps to make sure that her order will be replaced and that future...
interactions in the future will not be the same. We appreciate Ms. [redacted] for her understanding.
Hi [redacted], We understand that this has been communicated multiple times, but we did place a case with USPS but they keep getting back to us saying that its delivered and that there is no other remedy for us. We even stressed to them that we sent 2 separate packages to the same address for...
the order and that you have not received either one even if the tracking information stated delivered. Considering that we also suffered a loss on the order, we value her feedback as one of our customers. We have our customer service Manager contact her and hopefully this will be resolved.
We apologize for the delay in the refund for [redacted] order. There was a follow-up made yesterday by the customer and our refund team processed the request and the refund just went through today. We have notified her of the refund and she will see the credit back on her account within-3-5...
Banking days. We will be happy to provide more information if needed. Thanks