LensesRx Optical

The product leaves our laboratory after multiple inspectionsSince you are not being honest with us in how you are damaging the product we cannot assist youClaiming the product arrived broken two times, even after complimentary is not very likely If you are going to be honest and explain how you are damaging the product, we may try to assist youplease contact our support and ask to speak to a manager

At this time the purchase is out of warranty and no refunds may be issuedWe had remade the lenses for you once, and had authorized a second remake (courtesy remake from management), and had urged you to receive professional markings for your progressive height, so that the lenses may be remade correctlyWe received the product back in September 2015, six months after your initial purchase, and you had refused, numerous times to abide by our policy to have the lenses remadeYou had attempted numerous times to make claims about our product, work, and business practices, and have attempted to jump through a lot of hoops to receive a refund, which may not be granted months after your purchase date.We had attempted to return your product to you last year, it was shipped out however was deemed undeliverable and returned to usAt this time it is in our facility, we may gladly return it to you as soon as you confirm your delivery address

Order was shipped to customer in July and returned to us in JanuaryA monetary refund cannot be issued at this time as the purchase has exceeded ALL warranty parameters and the transaction is too oldThe product in question is a pair of prescription sunglasses, if they are not to one's liking or are not working properly they must be returned immediately, so that the proper action may be takenWe apologize for the issue however at this time nothing may be issued other than a 50% store credit, which the customer politely declinedItem will be returned to customer shortly

You were notified that your product will be coming from our Italy warehouseThe shipping times are estimates and can change due to winter snow storms causing delaysAs you were previously told, we have finally received your product and it has been shipped out to you

The promised store credit has already been approved, as per our email to you on May **, We have yet to receive the item back at our facility

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear Revdex.com Personnel, Attached are the engravings for the Varilux comfort new edition lenses My frames are short and need lenses with "s" in the engraving, designated for short frames However, what LensesRx put in were the ones without "s", designated for regular size frames Thanks a lot for your helpSincerely, [redacted] Sincerely, [redacted] **

At this time the order is processing for the prescription lens remakeThe item was received back on July *, 2015, with work started on the the lenses the very same dayBeing that there was a federal holiday on Saturday (July *, 2015) production time is behind by one business day due to holiday closuresDue to the lens options requested (mirror finish), the sunglass lens production time will be somewhat extensive, as this is a highly customized feature which takes time to be properly manufacturedI apologize on behalf of the company for the service you may have received, however I can assure you that we are doing everything in our power to have the job completed quickly to meet your time requirements

The order has now been canceled and refunded in FULL for the entire $

The product has already been shipped and is transitThe rush shipping fee will be refunded shortly

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 and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Revdex.com:Please pass my response forward to Lenses RX Optical:I have reviewed the response made by the LensesRX employee in upper management in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved.I will address LensesRX Optical point by point:I understand your statement: "you are a lense manufacturer and the companies you work with sell their product on your website," however, you are in contractwith Dolce and Gabanna (and other companies as well) and as a company (LensesRX Optical) representing D&G's product I believe that you have a responsibility to your customer That's customer service That's how you get good reviews and return customers!! You need to make sure the products that are sent out are new and in excellent condition (otherwise I should have bought them pre-owned on ***) Whoever packaged this product would have clearly seen the dirt on the white flimsy case and the tears on the outside (material ripped off about inches in size), and where there were parts of the LensesRX case lining lifting out of the case This is not acceptable!The shipping cost was NEVER visible! I was NEVER presented with a choice at all Your statement at the end of your response "maybe I should stop purchasing expensive products on my cell phone." I do everything on my cell phone: Prada, Oliver Peoples, Ray-Ban, etc The fact that I purchased the product on my cell phone has nothing to do with the issue! We live in a culture where people are doing business on their cell phones more than ever! For example, you can go up to a counter and purchase a cup of coffee and run your cell phone under a little device and they charge your bank account and this seems to work just fine The subtotal was $and it was not until I clicked the submit button that the transaction was approved and I discovered that your company was charging me $dollars to "rush ship" the merchandise.Your condescending statement that I have "two days to contact customer service or I will not receive a refund" and that I will NOT be refunded the $shipping fee at all is another example of poor customer service considering everything I have shared and the time I have put into writing these emails and making phone calls, etc I have never written a review on a company until now For me, it is not about the $or your stating "two days." Its the principle and the way you do businessI phoned customer service this morning and spoke with Sarah with whom I will send an email to if I am unable to copy her on this email She was very gracious and approachable She sent me an email with an "RMA" link asking me to fill it out Give a brief description of the complaint and she would take it to upper management to review it I told her I want the full refund I would also like you to pay for return shipping considering your product was faulty and should never have been sent to me like that in the first place.As I mentioned previously I did look at reviews I looked at them again today on face book since you said thousands A "like" on Facebook does not represent a good review in my opinion Additionally, one of your employees could write a positive review everyday they come to work as far as I know A customer could write bad reviews that are not true as well So, I don't pay much attention to customer reviews like that I prefer to pay attention to the Revdex.com because you could be libel for putting statements in writing I see that your complaints on the Revdex.com website have been resolved but that doesn't negate the fact that you are not accredited by the Revdex.com and your business does not choose to Perhaps it is because if you are accredited by the Revdex.com you will be graded on the way you do business.As far as contacting customer support after I placed the order, I stated previously that I did not have the energy to do so I have a serious medical condition and have been off work since December and won't be returning until July I have only recently had days where I feel a little better and have had the opportunity to go online I have a documented disability that is chronic and at times life threateningI am happy to have my doctor write you a letter and I can show you my disability paperwork I am not sending it now because I believe it's a HIPPA violation and I should not have to send it electronically I can fax it to you if you wish.With all of this in mind, I would like my full refund including shipping and return shipping paid for Your response was very condescending It is interesting to me that you would send a response like that, risking this communication being on the Revdex.com website I see your other complaints on the Revdex.com site They have been resolved which they should be I would like my complaint resolved as well It's the right thing for you to do!On another note, the fact that I have to spend this much time responding to your complaint response is disappointing Is this really worth it for you to have all of this available to customers?Regards,Sent from a tiny little screen Please excuse any typos In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I am not satisfied with their responseThey should've never taken my money if the item was not availableThe fact that it was done on the weekend should not be an excuse for them to charge my card first and then tell me later that the item is not availableThe business says they gave me an option to cancel the order as if they did this before they took my moneyAppalling, they gave me the option after they charged my credit card on Monday to cancel they orderEven when I told them to absolutely cancel it and give me a refund, they didn't do it right away and sent me an email asking if I wanted them to search for another pair of sunglassesThey can't just make it OK by saying they gave me an option of cancelling when it was done after they took my moneyWhether it's on the weekend or not, their systems should show that the item is unavailable so the customer can choose right away to not have their card chargedThis option was not given to me until after they took my money first and on a MondayI have order online many times and all their systems would not take a customers money first if the item is unavailableThis is a very shady business practice and I'm not satisfied that they are doing this and try to use "it was done on the weekend" excuse or that "she was given the option to cancel" after they took my moneyI'm not satisfied because I still do not have my refund although they sent me an email saying it is processedThey should be able to refund my money as fast as they took it since they did it in a sneaky way.
Sincerely,
*** ***

The owners have conducted an investigation and believe that the customer in fact did NOT receive prescription lenses with her order.
As a recourse to this issue, we are ready to insert prescription lenses into the customer's choice of eyeglass frame and offer a $refund for
the hassle to the customer
Alternatively, customer can elect for a full refund
You do not need to respond to the Revdex.com complaint to proceed, simply call or email our customer support team to tell them how you would like to proceedThey have been notified to correct the issue and remove the system wide ban
We are sorry for the ridiculous hassle and inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my
complaint has NOT been resolved becauseLensesRX has offered (previously) to issue a credit MINUS a 30% handling chargethis is unacceptable. Given that the problem first occurred approximately six weeks after first receiving the glasses and has persiste ever since (the glasses have been returned several times for the exact same problem)The notion that they are now out of warranty and should be subject to a 30% fee is preposterous. LensesRX should have recognized the problem as being unrepairable and honored my request for replacement six months ago...
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As I mentioned in my earlier messages, the engraving on the lenses does not lie and it clearly indicates that LensesRx has put in the wrong type of lenses. They put in those made for regular size frames and not for short-corridor frames like the one I have. Regardless of what their record indicates, the engraving on the lenses is a more accurate indication of the type of lenses that were put in while their technician could very well make the mistake of writing one thing in the record but retrieving the wrong type of lenses and putting them in my frame. After all, the two types of lenses are very similar and making this mistake is not all that surprising. However, the result of putting in the wrong lenses is very disastrous for me. The pictures of the engravings have been sent to both Revdex.com in the previous message and LensesRx last year. After reviewing the picture, LensesRx did acknowledge that they could have made the mistake and agreed to have the lenses remade again. The only thing not reasonable was that they demanded another $citing that it had been more than months since I bought the lenses while I raised the issue well within the month period but did not have the problem solved. The passing of time beyond months was due to the fact that LensesRx was not able to solve the problem within the month period and should not entail additional fee on my part because I did my part by raising the issue within the month period when remaking is free. At this point, it is responsible business practice for LensRx to correct their mistake by putting in the correct type of lenses for my short-corridor frame without additional fee. After all, having the customer pay $for a pair of lenses that are not functional due to their technician's mistake is just not reasonable. If they are not able to correct the problem, a full refund of $will be appreciated and will allow me to have the lenses made elsewhere Thank you very much for your help. Sincerely, *** **
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Wei Gu

We will not be doing any work on this order as it is well outside the warranty time frame, and the customer REFUSED to work with us while the order was still within a reasonable time frame for a remakeWe ask for a valid shipping address to return the item to the customer

The purchase in question was originally processed by us (LensesRx) in March 2014, and again in June 2014, as we were contacted by *** *** *** and informed that he was experiencing difficulties with the lenses we created for himIt was clarified that there was an issue with the
prescription and it was requested for us to remake the prescription lenses in a different shape.** *** never informed us of having an issue with the progressive segment height, if he had, we would have accommodated that as wellWhen we manufacture progressive lenses the segment height is always taken into consideration, and is easily altered if one cannot see comfortably out of the lenses.Also, we are not registered with the state of ***, as we are located in **We are a ** business and so are registered and licensed in **.Lastly, we will not be able to issue any refunds as *** *** is in possession of our product, and the order was completed six months agoFurthermore we never processed a charge of $and are unable to refund payments which we did not process

Our business is closed on Saturday, therefore no refusal may have taken placeTracking information shows the item is currently en route back to us, once it arrives a refund will be promptly issued

The order is taking longer than expected as the frame is coming from Italy, something the customer was made aware ofThe order will be canceled and refunded within hours as per the customer's request

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedThey company gave me my additional $back; however they still have poor business practicesI wanted to return everything; because it's a waste of my money