Joe's Roofing

We are in receipt of the notification from the Revdex.com of a complaint submitted by [redacted] concerning the warranty applicable to the eyewear he purchased on www.eyeconic.com ("Eyeconic")We wish to take this opportunity to demonstrate how Eyeconic honored the customer's exchange request (on both frames and coatings) of his original orderAccording to Eyeconic's records, the customer placed his order on December 31, 2016, for a pair of prescription eyeglassesThe original order was shipped on January 13, The customer submitted a request to return the glasses on January 24, on the basis that the frames were too big for his face, and the blue light coating on his lenses made it hard to seeEyeconic received the returned glasses on February 22, Needing more information to process the exchange, Eyeconic contacted the customer the same day (i.e., February 22, 2017)Approximately three weeks later, having heard no response from the customer, Eyeconic reached out to him again on March 14, The customer finally called Eyeconic back on March 15, at which time he only asked about frame measurementsThat same day, Eyeconic sent the customer screenshots of the frames he was inquiring aboutHaving again heard no response, Eyeconic customer service representatives sent two emails on March 22, The customer replied asking for Eyeconic to give him a callAs instructed, Eyeconic called him that day, but there was no answerOn March 27, 2017, Eyeconic called the customer againThe customer answered, but he was driving and could not look at the frame optionsEyeconic followed up the same day with an email providing him with the frame options and confirming the [redacted] coating could be removedEyeconic tried to reach the customer again that day to confirm which frames he decided uponThe customer finally responded, confirming the frame he wantedThe exchange was formally processed on April 7, (removing the [redacted] ), and the new frames were shipped on April 14, The customer contacted Eyeconic again on January 22, asking to replace the lenses due to scratchesEyeconic's warranty policy on its website states: "EYECONIC PRODUCT WARRANTY POLICY All products available on Eyeconic — including frames, contact lenses, prescription lenses, and lens enhancements come with a one-year, one-time use warranty from your original purchase date for defects in material and workmanship." (Emphasis added.) The original frames were ordered on December 31, 2016, and shipped on January 13, By the customer's own admission, he received the original frames on January 17, Eyeconic honored the customer's exchange for frames as well as removal of the [redacted] coatingEven disregarding the efforts Eyeconic made to ensure the customer was satisfied with his frames, his request to replace his lenses was made on January 22, -- over one year from the original purchase date (and over a year after he received the original order)To read Eyeconic's warranty as recalculating from any warranty services would mean customers could continually trade in and trade up their frames and lenses, which would be a considerable cost burden for Eyeconic — or any other product retailers who offer similar warrantiesWe regret the customer experienced any difficulties with his original order, and we have made several attempts to make it right for himWe honored the customer's original frame exchange and removed the [redacted] coating at his requestEyeconic must now stand by its stated products warranty policy which makes clear that Eyeconic offers a one-year, one-time use warranty from the original purchase dateWe trust this satisfies your inquiry, but please let us know if you require any more information to evaluate this consumer complaintVery Truly Yours [redacted]

Eyeconic strives to provide an excellent customer service, and is disappointed when that goal is not met Mr [redacted] place his contact lens order on March 30, His prescription was verified with his eye care provider on April 2, On April 3, 2018, Eyeconic's customer service team notified Mr [redacted] that the contacts he requested were on backorder, with no estimated date for delivery Eyeconic refunded Mr [redacted] 's shipping costs of $ On April 4, 2018, Mr [redacted] asked if Eyeconic could ship a partial order, but we explained Eyeconic does not have the capability to manage partial shipments through its distributors On April 5, 2018, Eyeconic advised Mr [redacted] that that full order would ship on April 27, The order actually shipped one week earlier than expected, on Friday, April 20, via next business day delivery Mr [redacted] received his shipment the following Monday, April 23, 2018.Eyeconic regrets that Mr [redacted] experienced any concern with his Eyeconic purchase Mr [redacted] redeemed a promotional offer, and we refunded his original shipping cost of $ Because Mr [redacted] is a repeat customer, Eyeconic is also offering Mr [redacted] a one-time customer loyalty $gift certificate to use toward a future purchase The gift certificate would be accompanied with a handwritten note expressing gratitude for Mr [redacted] 's business and patience.We hope this offer will satisfy Mr [redacted]

Dear Bureau,Thank you for forwardi [redacted] Ms. [redacted] concern. By way of backround, Ms. ** placed an order for Biofinity contact lenses on Eyeconic's website on June 20, 2017. The order was accompanied by a scanned copy of the prescription Ms. ** received from her eye doctor for the... contact lenses. In her order, Ms. [redacted] requested a power of -6.00 for her left eye. The written prescription appeared to list the power for her left eye at -5.00, not -6.00 as Ms. ** requested. Eyeconic's customer service representative assumed the customer mistakenly entered the wro [redacted] prescription stre**th, and updated the order to reflect what was believed to be the correct stre**th from the written prescription. Unfortunately, the customer service representative did not follow Eyeconic's procedures which require customers to be notified if there is cha**e in their order. The customer service representative has received additional coachi [redacted] on Eyeconic's procedures.The original mistaken supply of contact lenses was sent within five hours after the order was submitted. On June 23, 2017, Ms. ** called and asked to excha**e her contact lenses since she received the wro [redacted] product. Eyeconic offered to send out the correct products upon receipt of the returned boxes of wro [redacted] contacts. A shippi [redacted] label was also sent to Ms. **. On June 26, 2017, Eyeconic requested its contact lens distributor to ship the correct supply to Ms. [redacted] via overnight delivery.Eyeconic sincerely regrets any inconvenience we caused Ms. **. We have taken this opportunity to provide additional coachi [redacted] to our customer service staff to ensure customers are promptly notified when it appears a cha**e in the order is necessary, in the hopes of avoidi [redacted] future mistakes. We have also taken the liberty of crediti [redacted] Ms. **'s VSP vision benefit coverage by $40 for her future use.Thank you for this opportunity to address Ms. **'s concerns, as well as the opportunity to improve Eyeconic's customer service.

We write with regard to the complaint filed with the Revdex.com regarding Eyeconic’s Price Match GuaranteeWe regret if the experience any consumer had on our site was not to their satisfactionWe appreciate the feedback and opportunity it provides to improve the way we communicate our efforts to offer customers confidence when shopping at EyeconicThe conditions of our Price Match Guarantee are detailed in our frequently asked questions “FAQs”But as a result of your feedback, we have made finding these conditions easier by including a link to the FAQs on our Contact Lenses page, in addition to the link already located on our homepageTo address any concerns specifically related to which competitors meet the conditions of our Price Match Guarantee, our FAQs explain that we only price match authorized online retailers and that the lower-priced online retailer must have the product currently in stock and be an established site, as determined by Eyeconic in its sole discretionContact lens manufacturers require their authorized distributors, like Eyeconic, to comply with their Unilateral Pricing PoliciesUnfortunately, there are several unauthorized online distributors who obtain the contact lenses through unauthorized means and who do not comply with the manufacturer’s pricing policiesBecause they are not authorized to sell the contact lenses in the first place, we cannot offer our Price Match Guarantee to meet their unauthorized pricesWe regret this was not clearer in our advertising, and we hope the steps we have taken clear up that confusionWith regard to the reporting consumer’s specific complaint, it was our assessment that the online retailer he presented did not meet these qualificationsNevertheless, Eyeconic offers the complainant a $discount as a one-time offer as well as free upgraded [redacted] Next Day Air shipping toward the future purchase of merchandise on our websiteOnce again, we apologize for the frustration this miscommunication may have causedYour feedback is invaluable as we strive to continually improve our communications and customer experience

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.I have received my new contacts & sent back the wrong one back to EyeconicJust to clarify their statement about the perscription, it stated -and in my opinion if the copy that Eyeconic have in their not clear to them, they should clarify it with the doctor when they made the call to the eye doctorAside from that, the problem is solved & thank you for Revdex.com help.Best regards,***

Please see written response of Eyeconic, attached. Thank you,*** ***

Eyeconic sincerely apologizes to Mr*** for any delay and frustration he suffered while ordering his glasses. The delays were caused by human error. Eyeconic took the opportunity to learn from this mistake and has implemented processes and procedures to avoid any delays or frustrations
by other customers. Eyeconic refunded Mr***'s credit card on June 1, 2017, and on June 2, 2017, ensured his vision benefits were fully reinstated. To demonstrate Eyeconic's sincerest apologies, the glasses Mr*** ordered were shipped to him free of charge. He should have received them today (June 7, 2017)

As a distributor of contact lenses, Eyeconic is bound by the policies of its upstream contact lens manufacturers and wholesale retailers. The wholesale retailer from whom Eyeconic procures its contact lens supplies will not honor refunds on unopened boxes of contact lenses since wholesale
retailer is unable to resell those products. However, in an effort to provide excellent customer service, Eyeconic hereby offers to provide the Complainant a one-time refund on this order, and to reinstate the Complainant's vision care benefits so she can use her benefits for an eyewear order. We trust this is an acceptable resolution to the Complainant

Dear Bureau,Thank you for forwardi** Ms*** concern. By way of backround, Ms** placed an order for Biofinity contact lenses on Eyeconic's website on June 20, 2017. The order was accompanied by a scanned copy of the prescription Ms** received from her eye doctor for the
contact lenses. In her order, Ms** requested a power of -for her left eye. The written prescription appeared to list the power for her left eye at -5.00, not -as Ms** requested. Eyeconic's customer service representative assumed the customer mistakenly entered the wro** prescription stre**th, and updated the order to reflect what was believed to be the correct stre**th from the written prescription. Unfortunately, the customer service representative did not follow Eyeconic's procedures which require customers to be notified if there is cha**e in their order. The customer service representative has received additional coachi** on Eyeconic's procedures.The original mistaken supply of contact lenses was sent within five hours after the order was submitted. On June 23, 2017, Ms. ** called and asked to excha**e her contact lenses since she received the wro** product. Eyeconic offered to send out the correct products upon receipt of the returned boxes of wro** contacts. A shippi** label was also sent to Ms**. On June 26, 2017, Eyeconic requested its contact lens distributor to ship the correct supply to Ms** via overnight delivery.Eyeconic sincerely regrets any inconvenience we caused Ms**. We have taken this opportunity to provide additional coachi** to our customer service staff to ensure customers are promptly notified when it appears a cha**e in the order is necessary, in the hopes of avoidi** future mistakes. We have also taken the liberty of crediti** Ms**'s VSP vision benefit coverage by $for her future use.Thank you for this opportunity to address Ms**'s concerns, as well as the opportunity to improve Eyeconic's customer service

Eyeconic strives to provide an excellent customer service, and is disappointed when that goal is not met. Mr*** place his contact lens order on March 30, His prescription was verified with his eye care provider on April 2, 2018. On April 3, 2018, Eyeconic's
customer service team notified Mr*** that the contacts he requested were on backorder, with no estimated date for delivery. Eyeconic refunded Mr***'s shipping costs of $18. On April 4, 2018, Mr*** asked if Eyeconic could ship a partial order, but we explained Eyeconic does not have the capability to manage partial shipments through its distributors. On April 5, 2018, Eyeconic advised Mr*** that that full order would ship on April 27, 2018. The order actually shipped one week earlier than expected, on Friday, April 20, via next business day delivery. Mr*** received his shipment the following Monday, April 23, 2018.Eyeconic regrets that Mr*** experienced any concern with his Eyeconic purchase. Mr*** redeemed a promotional offer, and we refunded his original shipping cost of $18. Because Mr*** is a repeat customer, Eyeconic is also offering Mr*** a one-time customer loyalty $gift certificate to use toward a future purchase. The gift certificate would be accompanied with a handwritten note expressing gratitude for Mr***'s business and patience.We hope this offer will satisfy Mr***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is mostly satisfactory to me
I am still troubled by the vendor's response statement that "Because they are not authorized to sell the contact lenses in the first place, we cannot offer our Price Match Guarantee to meet their unauthorized prices." I'm not sure how *** and other "unauthorized" online retailers advertise and sell thousands of contact lens that are supplied and supported by leading national, name-brand manufacturers if they are indeed "not authorized to sell the contact lens in the first place," as the vendor states. But perhaps, if Eyeconic clearly lists the specifically excluded competitors, by name, who they consider exempt within their published terms and conditions, then customers may be able to make a more informed choice- Please pass along this suggestion to Eyeconic for their consideration.Regardless, I appreciate Eyeconic's offer of a one-time $discount as well as the free upgraded *** Next Day Air shipping discount toward the future purchase of merchandise on our website- - What steps do I take in order to apply these discounts to my pending online order?Please convey my thanks to the vendor and the Revdex.com staff members for their consideration and assistance in this matter.Sincerely,*** ***

We write with regard to the complaint filed with the Revdex.com regarding Eyeconic’s Price Match GuaranteeWe regret if the experience any consumer had on our site was not to their satisfactionWe appreciate the feedback and opportunity it provides to improve the way we communicate our
efforts to offer customers confidence when shopping at EyeconicThe conditions of our Price Match Guarantee are detailed in our frequently asked questions “FAQs”But as a result of your feedback, we have made finding these conditions easier by including a link to the FAQs on our Contact Lenses page, in addition to the link already located on our homepageTo address any concerns specifically related to which competitors meet the conditions of our Price Match Guarantee, our FAQs explain that we only price match authorized online retailers and that the lower-priced online retailer must have the product currently in stock and be an established site, as determined by Eyeconic in its sole discretionContact lens manufacturers require their authorized distributors, like Eyeconic, to comply with their Unilateral Pricing PoliciesUnfortunately, there are several unauthorized online distributors who obtain the contact lenses through unauthorized means and who do not comply with the manufacturer’s pricing policiesBecause they are not authorized to sell the contact lenses in the first place, we cannot offer our Price Match Guarantee to meet their unauthorized pricesWe regret this was not clearer in our advertising, and we hope the steps we have taken clear up that confusionWith regard to the reporting consumer’s specific complaint, it was our assessment that the online retailer he presented did not meet these qualificationsNevertheless, Eyeconic offers the complainant a $discount as a one-time offer as well as free upgraded *** Next Day Air shipping toward the future purchase of merchandise on our websiteOnce again, we apologize for the frustration this miscommunication may have causedYour feedback is invaluable as we strive to continually improve our communications and customer experience

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me