LensesRx Optical

Order was placed while we were out of the office for the weekend, on December **, 2016. Order was reviewed this morning, on December **, 2016 and an email was sent to the customer notifying her of the item being unavailable. Customer was given the option of making a change to the order, or having...

the purchase canceled. Customer contacted us an insisted on a cancellation. The order has now been canceled and refunded in full, all funds were returned to the customer's form of payment.

Ordered glasses, was sent the wrong frame. Called customer service and they were very rude, but after having me send pictures of the glasses said they would send a return shipping label. No label arrived, so I opened a [redacted] dispute. After [redacted] emailed them I received a return shipping label. Once the glasses arrived back to lensesrx they emailed me to relay they had received them but would not proceed with the exchange until I closed the [redacted] dispute. This is not in accordance with the [redacted] buyer/seller agreement, which they agree to abide by when they accept [redacted] payments. I then asked for a refund and again they stated they would not give me a refund without closing the [redacted] dispute. I raised my dispute with [redacted] to a claim and received my refund from [redacted]. This company has very poor customer service and are not conducting business in an ethical way.

Just received my glasses, I am highly impressed by LensesRX

[redacted] had indeed sent a frame of his to us to have new lenses made, unfortunately due to the age of the frame it was regrettably damaged in our lab while being worked on. We had attempted to repair it, however a repair was not possible. We had immediately contacted the customer and informed him...

of this, substantially asking him how he wished to proceed.[redacted] then chose to try on three different frames, which needed to be paid for prior to being shipped out. A charge of $147.85 was processed.Upon trying on the frames, [redacted] decided to keep two of them and receive the money back for one of them. One frame was placed with his existing order, the second frame was placed with a new order he placed, and the third frame was refunded for, at full price of $35.95.After this had been sorted out we had filled two orders for [redacted], providing him with two new pairs of complete eyelgasses (two frames and two sets of lenses), as well as providing him with a complimentary $50.00 store credit for any future purchase.

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]
 This matter will be resolved when I receive the product on or before July [redacted] if not I will require a full refund 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 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]
Same response as before.  They have terrible customer service and really do not care. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The original email sent to you was revised stating the store credit would be issued at a 15% restocking fee, as per our store policy for orders containing the extended warranty coverage AFTER the coverage time period (60 days) runs out.

The product leaves our laboratory after multiple inspections. Since you are not being honest with us in how you are damaging the product we cannot assist you. Claiming the product arrived broken two times, even after complimentary re-do is not very likely.
If you are going to be honest...

and explain how you are damaging the product, we may try to assist you. please contact our support and ask to speak to a manager.

I'm not entirely sure why you were mislead to believe the receipt is not possible, the staff handling this case will be repremanded. Your invoice has been updated to show the date of the added extended warranty. You can download this invoice when you login into "My Account" or you can send a request...

to customer support to email you the new updated invoice.
Sorry for the hassle.

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]
Your legal team has not responded to [redacted] regarding my complaint.  As you stated previously, contact your legal team and deal with Pay [redacted] directly.  Your company has sold me used damaged product which Is basically theft.  You sold me a product and didn't disclose its condition.  Do not contact me again or I will consider this harassment.

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:

I was calling them every week to ask when the item will arrive and they told me 7 to 10 business day. When I called today the customer representative was very rude and they told me that they will charge me $20 fee. I am not going to pay any money for their incompetence that compromise my safety and my health due to not have the lenses that I ordered. I want a total refund of $181.90. Otherwise their response wont be accepted. I can't believe that a product from Italy can take more than 1 week to arrive to USA.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We inspect all work before it gets shipped out to customers, the lenses you purchased from us were in absolutely perfect shape with not a single defect both times.
The lenses sit in the frame for about 24 hours before they are shipped out to you, if they show no defect then, they will not show defect for a very long time (under normal wear and tear).
The damage you showed us in pictures shows as someone taking the frame and bending it outside of it's normal structure and putting too much pressure on the lenses making them crack, both times in the same position.
Contact customer support and ask to speak to a manager, this issue will not be resolved via Revdex.com.

The necessary and due REFUND has been issued on March *, 2015 of $50.00, there is nothing further which is owed to the customer. We have made numerous attempts to speak with him to explain however our calls continue to go unanswered.

The promised store credit has already been approved, as per our email to you on May **, 2017. 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:

[Your Answer Here]
 This matter will be resolved when I receive the product on or before July [redacted] if not I will require a full refund 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The order has now been canceled and refunded in FULL for the entire $181.90.

Order was shipped to customer in July and returned to us in January. A monetary refund cannot be issued at this time as the purchase has exceeded ALL warranty parameters and the transaction is too old. The 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 taken. We apologize for the issue however at this time nothing may be issued other than a 50% store credit, which the customer politely declined. Item will be returned to customer shortly.

At this time the order is processing for the prescription lens remake. The item was received back on July *, 2015, with work started on the the lenses the very same day. Being that there was a federal holiday on Saturday (July *, 2015) production time is behind by one business day due to holiday...

closures. Due 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 manufactured. I 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.

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]