Go-Optic.com

We apologize for any possible inconvenience but the order was placed on 8/4, and shipped on 8/6. That's 2 business days and with-in the advertised time-frame of 3 day processing. The order was shipped on 8/6 via 3 day...

express mail to arrive on 8/11, considering it shipped on a Thursday and there is no delivery on weekends. There is no service failure on our behalf. In the future to please review all the information about processing times in our frequently asked questions. If you have any further questions or concerns, please let us know. Thank you.
Sent on: 8/29/2014 9:45:06 PM

We have not yet received the customers returned package. Once it is received we will be able to proceed with the return process. We apologize for any inconvenience and we appreciate your patience and understanding. Thank...

you. Sent on: 4/2/2015 7:39:33 PM

We apologize for any inconvenience. This order was shipped in 4 business days which is with-in the processing times advertised on the website. It may be returned with-in 30 days for a refund as per our advertised...

return policy. If you have any further questions or concerns, please let us know. Thank you. Sent on: 2/17/2015 4:53:37 PM

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.

Review: Defective merchandise.Desired Settlement: Full refund.

Business

Response:

Customer was refunded their order on 5/8/2015 in accordance to the returns policy the customer has agreed to prior to placing their online order. Sent on: 6/5/2015 7:08:22 PM

Review: I purchased two pairs of the Little League Superstar sports frames that this company sold online advertising them as for men/women.The first pair was purchased in April of this year, the second in June of this year. Within 30 days time each pair's frames broke at the stem from normal use. The first time I contacted this company to exchange the first pair, I was told that my exchange claim was rejected which I accepted as I had glued the frames earlier in the day back together because I needed them for a baseball game that evening. When I was notified that my exchange would be rejected, I assumed it was due to my glueing them and opted to purchase a second exact same pair of these frames and have the prescription lenses switched out. The second pair broke in a similar way still within the 30 day manufacturers window and I notified this company that I was returning. This time I wanted a refund as these frames clearly weren't of a good quality as they are little league sports frames and should be fairly durable. I spoke with several people at the company when I found out that my second request was now also being rejected. Jeremiah who is a Supervisor at this company was spoken to about this also on 8/2/13 and I was told that my return would not be rejected as these were childrens frames which is not true, the company advertised them as mens/womens frames. I will be happy to provide you with a screen shot taken from their website on 8/2/13 showing how these were advertised. I was also told no exchange would be given. I feel now that this company has not only ripped me off once, but twice. I also feel that if they misrepresented these frames online as to who they were for, that I should not be penalized for this as that is false advertising. I would like the company to refund my money for these frames to make me whole again as they have been paid for two pairs of sunglasses, none of which lasted a whole 30 days from normal use.Desired Settlement: I am requesting that GoOptic.Com refund me for the two pairs of poor quality sports glasses that they sold to me, which ultimately appear to also have not been advertised correctly.

Business

Response:

Response:

The merchandise returned was not defective, they were broken, which is not covered

under warranty. The merchandise is advertised as Kids in our catalog, not as

Mens/Womens as the customer has claimed in their complaint.

Sent on:

8/15/2013 2:49:41 PM

Consumer

Response:

Review: Purchased a Kazuo Kawasaki 631 Frame from this website. The frame turned out to be defective. There was discoloration on the frame. I returned the frame at my expense. They charged me a restocking fee. When I called and asked about the restocking fee theytold me that the frame turns out to not be defective which is a lie.

I've purchased items from them in the past and experienced similar shoddy customer service and unwillingness to stand behind their products. Since this is the second time that they have been unable to stand by their warranty I am opening up a Revdex.com complaint.Desired Settlement: Refund the restocking fee and pay shipping expenses. Restocking fee charged was: 28.49. Shipping $7.95.

Business

Response:

Response:

Returns policy states: 5.) If any item(s) you receive from Go-Optic.com (a SM of Eye Trends USA, Inc.) happens to be defective or is incorrect, a re-do, replacement and/or correction of the merchandise will be processed for you at no additional cost. A re-do, replacement and/or correction of the merchandise will be processed after it has been received from you and it's defective and/or incorrect state is confirmed by our returns department. If you would like to return the defective merchandise for a refund, you may be subject to return fee's and guidelines that are mentioned in our returns policy. If no defects are found with the merchandise, then you may be subject to shipping fee's for this merchandise to be shipped back to you. The shipping fee's will be charged on your same account and the shipping fee's billed may be the same amount as it was billed in your original order. Unfortunately the restocking fee will not be waived for this return, we apologize for any inconvenience. Please let us know if you have any more concerns, Thank you.

Sent on: 11/19/2013 7:27:42 PM

Consumer

Response:

Review: I placed an order for sunglasses before Christmas of 2014 and a few days before Christmas I received an email stating that the glasses were on back-order until Feb 2015. After numerous phone calls and status checks prior to Christmas and Feb 2015, they said the glasses were on back order until April 2015. April 2015 comes and they cancel my order because they tried to charge the CC on file, but why would they charge the CC if the damn glasses were still out of stock. So I give them another CC and 2 months later the damn glasses are still out of stock and they cancelled my order again because they felt like it. Not for any other valid reason.Desired Settlement: I want my full refund plus 1 free sunglasses of my choosing for NOT getting my glasses on TIME for Christmas of 2014. Which you guys have ruined !!!!

Business

Response:

We are unable to locate a record for [redacted] for order [redacted] Sent on: 6/5/2015 7:06:55 PM

Shady business and return policy.

Review: I had ordered glasses from them with expensive 2 day shipping , upon purchace I was told via email that it would be up to 5 business days ( some glasses it claimed 30 days) to "process" my order. I called to cancel my order as I am leaving the country and they wanted to charge me 10% fee to cancel and keep my shipping. I believe that is unfair for not stating upfront the processing time and not stating that they were out of stock not to mention not returning the entirety of my moneyDesired Settlement: Cancel my order and give me a full refund including shipping

Business

Response:

We apologize for any inconvenience. This order was shipped in 4 business days which is with-in the processing times advertised on the website. It may be returned with-in 30 days for a refund as per our advertised return policy. If you have any further questions or concerns, please let us know. Thank you. Sent on: 2/17/2015 4:53:37 PM

Review: I ordered a pair of frames and lens from go-optic.com. I had just had a new prescription done and entered correctly the information on their website. I also included the doctors name and phone number and they called the doctor to verify the prescription. They called me to ask an extra $20 on top of what I had already paid claiming that his the prescription was "custom". Despite this the glasses arrived and the prescription of the lens was badly wrong for one of the eyes. this caused my son to see double while wearing the glasses (ie the lens were unusable). When I called to ask for a refund on the lens they told me their policy was no refunds only replacements. At this point my son has no working glasses and we dont have time to ship his glasses back and wait while they remake them. Also given they got this wrong in the first place we dont trust they are competent to actually fulfill a lens prescription correctly. We have taken the glasses instead to the local optician where we can be sure they will make them correctly.Desired Settlement: I would like a partial or full refund of the lens. I am willing to send them back so they can verify they did the job incorrectly. But I am not wanting them to repeat the process since my son cannot be without glasses for the time needed for them to 1) receive the glasses back 2) verify the prescription and 3) remake the lens (custom) and 4) ship them back to me.

If you are an online eyeglasses company making lens is just something you need to be good at first time around. And if you cant do that then you should apologize, admit fault and be prepared to give customers their money back.

btw - I dont want a refund on tthe frames. I am happy with the frames.

Business

Response:

If any item(s) you receive from Go-Optic.com (a SM of Eye Trends USA, Inc.) happens to be defective or is incorrect, a re-do, replacement and/or correction of the merchandise will be processed for you at no additional cost. A re-do, replacement and/or correction of the merchandise will be processed after it has been received from you and it's defective and/or incorrect state is confirmed by our returns department. If you would like to return the defective merchandise for a refund, you may be subject to return fee's and guidelines that are mentioned in our returns policy. If no defects are found with the merchandise, then you may be subject to shipping fee's for this merchandise to be shipped back to you. The shipping fee's will be charged on your same account and the shipping fee's billed may be the same amount as it was billed in your original order. If you have any further questions, please let us know. Thank you.

Sent on: 10/30/2014 6:14:38 PM

Consumer

Response:

Does not resolve issues in a timely manner. Had to cancel, if you use be sure to go through PayPal or another secure payments site.

Review: I purchased a Porsche design Glasses from their website which cost more that $300. And when I received the package on June 2nd, it was well sealed by the USPS label. When I open the package, there's no frame inside the package. The only things in there was a sticky dirty glasses case and wipe cloth and instruction. And I call their customer service talk about this problem. They asked me to ship back the package as the condition when I received that. I did so. After couple days, I received an email that said they have inspect my package, and they made a conclusion that the items inside the package was not the what they shipped to me. SO they return it back to me---the sticky dirty glass case with no frame inside. I call them several times ask them is this the way how you do business. They said that conclusion is made by our investigator. I'm an international student study in United States. I thought with the powerful legal system and well maintained consumer rights, I will not suffer this kind of problems. Unfortunately, that happens to me. And I did some research online about this company. I realized I should review the complaints before I purchase something on their website.Desired Settlement: Ship a package INCLUDE A FRAME!!!

Review: On 1/12/14, I purchased an eyeglasses frame from Go-Optic.com for $186.95 (order no. [redacted]. Around 1/19, I received the frame and it was defective (bent). I first asked Go-Optic for return authorization on 1/25. What ensued was about a dozen email interactions in which they informed me of a restocking fee, which I disputed, due to the item begin defective and their repeatedly emailing me the same return authorization link, which did not work. Around 2/10, I called Go-Optic and they agreed to accept the item back without using their automatic return process (with the link that doesn't work) and emailed me the address for me to send it to. I reiterated that the item was defective and demanded that my return shipping cost be refunded, as well as the full purchase price. I sent the item back to Go-Optic on 2/11, incurring a $6.51 charge from USPS for 2-day, traceable delivery. I emailed Go-Optic a copy of my return shipping receipt that same day. On 2/25, I emailed Go-Optic to ask where my refund was. On 3/1, Go-Optic issued me a refund of $158.91. The refund should have been the full purchase price ($186.95) plus return shipping ($6.51) = $193.46, meaning they still owe me $34.55.

Today, I disputed the charge with my credit card provider. With me on the line, the credit card provider called Go-Optic, who told them that a restocking charge had been withheld from my credit.Desired Settlement: I want an additional credit of $34.55 and a written apology from a Go-Optic for the hours and dozens of communications it has taken to get even to the current partial result.

I purchased a pair of Marc Jacobs sunglasses from Go-Optic.com, and after a few uses, the frame broke on one side. I returned under warranty and they claimed that I abused the sunglasses and they refused to refund or exchange. To make matters worse, they sent back the sunglasses broken on the exact same spot on the other side of the sunglasses. They refused to take responsibility for the damage that took place in their possession or while shipping it back to me. They treated me with very bad customer service and I would never purchase anything from them again!

Review: The tinted sunglass lenses made by Go-Optic are low quality, not dark enough, and do not in any way match the original color of the original lenses. I was assured they would be by a close match by sales associate. The lenses were sold as "Crizal", but they do not have the Crizal Fog ID and are potentially fraudulent. By refusing to guarantee their work, Go Optic is able to put anything they want inside of a box.Desired Settlement: Return shipping and full refund for fraudulent lenses of $133.

Review: I ordered a product on August 4th and paid for express 3-day shipping. The item shipped August 6th I expected to receive this product on August 8th. I did not; therefore, I contacted go-optic.com by email August 8th and August 9th, called August 11th twice and still did not receive my purchase by the date and time provide by the customer representative which was August 11th between 11:30am-13:00. This information should be recorded in their system as indicated at the beginning of each phone call placed with go-optic.com (I was told that Fed/ex provided this time to them). The item was eventually delivered August 11th at 15:10. This product was meant to be gathered by my brother and brought to me on a flight which he left for on August 11th at 13:30.

Also it is stated in my email order confirmation on August 4th, "You should be Notified via Email when your Order has Shipped, with Tracking Information Included (if applicable)". I did not receive an email on August 6th as I 'should' have after further investigation that my order did in fact ship on August 6th. Why not?

I spoke with a manager over the phone on August 18th in order to request a full refund and avoid the re-stocking fee. I did offer to pay for the shipment of the product back to their facility but I was only offered that go-optic.com could make a claim to Fed/ex for the suggested late delivery but could not guarantee any refund. In conclusion, I have a product which was purchased for a specific purpose (extreme snow/ice hike) that I no longer have a need for.Desired Settlement: As a customer I did not receive the service that I paid for and therefore request a full refund, including the avoidance of a re-stocking fee. Go-optic.com should also make it more clear for their customers which day they expect the purchase(s) to arrive, BEFORE the purchase is completed online or by phone.

Business

Response:

We apologize for any possible inconvenience but the order was placed on 8/4, and shipped on 8/6. That's 2 business days and with-in the advertised time-frame of 3 day processing. The order was shipped on 8/6 via 3 day express mail to arrive on 8/11, considering it shipped on a Thursday and there is no delivery on weekends. There is no service failure on our behalf. In the future to please review all the information about processing times in our frequently asked questions. If you have any further questions or concerns, please let us know. Thank you.

Sent on: 8/29/2014 9:45:06 PM

Review: I ordered a pair of Carl Bellini. It showed available on line but took over 7 days to get to me.

When it finally arrived the arm is damaged so its of no use. I called to ask them how to return it and they are giving me the run around.Desired Settlement: I would like order # [redacted]-980U refunded in full for $119.95

Business

Response:

We have not yet received the customers returned package. Once it is received we will be able to proceed with the return process. We apologize for any inconvenience and we appreciate your patience and understanding. Thank you. Sent on: 4/2/2015 7:39:33 PM

Consumer

Response:

Review: Go-Optic does not stock ANY items, yet fails to disclose this fact without some serious detective work on their web page. It does not say this during product selection, checkout or any other place a customer would view during the normal course of purchasing the product. It does however, say all orders will be "processed" in 1-5 days. Thats where they deceive the customer. "Processing" does not mean the time for them to drop the item in the mail, it is the time to order the product from the manufacturer, wait for it to come in from the manufacturer, and then send it on to the customer. Clearly deceptive as the average "Processing" time is 12 days!! The whole deception lies in how Go-Optic defines "PROCESSING" the customer is led to beleive their order will be delivered within 1-3 business days when it will take a minimum of 12 days. On 12/4/14 I spoke with a girl who works there who said they do not stock ANY items, yet when I was speaking with the Head of the Supervisor Team, [redacted]., on the phone, he said they stock some things.Desired Settlement: I feel since they are using completely deceptive advertising methods, and, that due to these methods my order will be excessively delayed, I should have the price of the item reduced by 50% and free overnight shipping.

Business

Response:

We apologize for any possible inconvenience, however, the following information is clearly posted in our shipping rates/processing times page: The items shown in our catalog are usually ordered from the manufacturer or one of it's distributors after your order has been placed. Orders that are placed before 1:00 PM EST will most likely begin processing the same day, otherwise your order may not begin processing until the following business day. In most cases, unless on holidays or weekends, the orders department will be processing orders. More information may be found here: http://www.go-optic.com/new/storeinfo1.asp Sent on: 1/5/2015 5:37:34 PM

Review: I have had MANY issues with this company starting from when I first ordered the product on Jun 21st of this year. First, I had not received the pair of glasses I ordered within the time it states on the website that orders ship - it also states if there is an issue with the order in which it takes more time to ship, I will be notified - I wasn't. After it was already a couple of weeks late I called go-optic and was told my order was about to ship. When I received my order, it was the wrong pair of glasses. I decided to keep them anyway because I still liked the pair I received enough to not want to wait for another shipment. In less than a week of wearing the glasses they broke and there were many cracks along the frame. I returned the item and waited weeks for more information regarding my return. I received many email notices that they received my return and that they would replace the glasses. Again, weeks went by and there were no notifications of anything actually being sent. I called the company again and was told that not only were my glasses being replaced but that they were actually on the truck to be shipped to me. I waited weeks again. I then received a voice mail message stating that the glasses I ordered were no longer available and I would receive a store credit. Obviously, I do not want a store credit after dealing with this company for months and only receiving one defective pair of glasses that wasn't even the pair I ordered. I called and asked for a refund. I was told I would be getting a refund and would receive email confirmation. I did receive email confirmation on September 19th that I would receive a refund to my account within 3 business days. It has been more than 3 business days and I have not received a refund.

I have called this company on numerous occasions - never to receive anything even remotely resembling an apology for all the trouble they have caused me. Customer service has repeatedly lied to me regarding my product and my refund. I placed my order 3 months ago and am still left with no glasses and no refund. Their business practices are extremely questionable and their customer service skills are atrocious!Desired Settlement: I would like an IMMEDIATE refund to my account of $77.95. I would also like an apology from every customer service rep that I dealt with - especially [redacted] - as well as from the owner of the company.

Business

Response:

We apologize for any delay. Customer was refunded in full and should have received their refund. If they have not they may contact their bank for further assistance. Thank you.

Sent on: 10/10/2014 7:45:22 PM