LensesRx Optical

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]

Revdex.com:
This
does not make any sense. I am a very busy mother with a newborn baby. I do not
have time to make up lies. Why would you accuse me of damaging the glasses? How
dare a business accuse me of lying after I have trusted you with a product of
mine. Like I stated before, the lenses that were originally in the glasses are
in perfectly good condition. Why would I damage something that I would like to
wear? You do realize that each time I return the glasses to you, I spend my own
money for shipping..right? What am I going to get out of damaging the lenses?
My husband can confirm that when I opened the package, the lenses were already
bursting out of the frame. How on earth am I supposed to crack them myself the
same way each time? It is obvious that the lenses you are installing are not
being cut properly (too small) because they are practically bursting out. Yes,
it is true that I am “claiming” that the product arrived defective two times. I
have no reason to lie. Furthermore, I used my own money to ship them back to
you each time. I am not going to even go into detail about my time that I have
spent on this issue because it is worth way more than the price I paid for this
service. To be honest, I would rather have not wasted my time doing business
with someone who is going to accuse me of lying. Whatever happened to customer
service and the “customer is always right” motto? I Suppose a simply apology
would have been the professional thing to do. I am filing this complaint
because as a customer, I was not given the 
service that I paid you for. After I complained, you as a business
accused me of being a liar. If you were incapable of fixing the lenses the
right way the second time, you should have just said so instead of wasting my
time. Maybe you should have kept the lenses in your laboratory a few days
longer after they were installed to see that they do not fit and eventually burst
out on their own instead of doing a rush job and assuming it is the customers
fault. Professionals do make mistakes, and it is okay to admit it. Thank you
for your time.
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:
 
 
 
 
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 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 help. Sincerely, [redacted]
Sincerely,
[redacted]

Hello,
We apologize for the issues which you have experienced with your purchase as well as your refund(s) and have looked into your account history.
Our records do show that you have spoken with several representatives who have all tried to assist you with your order,...

however every time we attempted to clarify an issue for you we were confronted with frustration. We do understand your frustration and would like to reinforce that we were simply abiding by our policies when trying to assist you.
Your order was placed for multiple frames, three which you had bought from us, and two which were supposed to be sent for lens replacement. The order was pending for some time as we were waiting to receive your frames for the replacement service, once you had informed us that you would be sending them later, we promptly processed a shipment and sent your purchased and completed glasses to you.
You had then informed us that you were experiencing difficulties with two of the three glasses and wished to return them, a return which was quickly authorized. Once we received the return, as well as the two frames you had sent to us for lens replacement we immediately contacted you to try and explain the issues which we were confronted with. While it is true that we may replace lenses in rimless frames, we unfortunately could not replace them in your particular frame due to the unique design of it. Due to this a price adjustment was due to be issued on your order, which unfortunately conflicted with the refund amount which was owed. 
A company [redacted] spoke with you on the phone and attempted several times to provide you with the best possible solution to properly proceed with your order. It was agreed that we would be sending all products back to you, and refunding you for the frame we were unable to work on. Being that there was a discount present on your order, the price adjustment which was issued was issued to honor this adjustment.

I did plenty of business with this company in the past and decided to go back and get a few orders filled. My first order was fine but my second order came beck wrong, I spoke to some supposed manager whom was ready to remedied my issue and again my order was wrong, we went back and forth thru emails for she was never available to speak on the phone nor would she return my calls. I decided to place a new order thinking they can credit my previous one, after talking with the Customer Service person, again I asked for manager by name and she was not available, at this point I was so turned off by that person that I decided to no longer do business with them. I told the person to forget it, I want my money back she told me she would reverse the charges through [redacted] and she never did.Ii honestly don't know how they stay in business with such bad practice and horrible customer service.

Dear Sir,
We apologize for the conflicting information you were provided with, as well as the customer service which you have received. At this time a partial refund was issued on your purchase, as you have returned one of two products back to us. A refund was issued on Wednesday,...

October **, 2014 as this is when all return and credit issues were cleared up.
A refund was not issued earlier as you did not contact our customer support team and inform us of what assistance you wished to receive, you simply sent your product back to us. If you review our store policy you will see that assistance is not provided unless we are alerted of what the issue is. You will also see that refunds are all subject to fees, as we do not issue full refunds. You may review our store policy here: [redacted]
If you have any further issues with the refund amount you may contact our customer support at anytime for assistance.

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 [redacted]).  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 2 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 $109.90 and it was not until I clicked the submit button that the transaction was approved and I discovered that your company was charging me $30 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 $30 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 $30 or your stating "two days."  Its the principle and the way you do business. I 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 false 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 threatening. I 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]

You do not need to respond here. That offer has already been presented to you in the previous response. Please contact LensesRx customer support with your choice of refund or compensation offer.

The order was originally filled in May 2013, it is now August 2015; at this time there is unfortunately absolutely nothing which we may do with the order as it has exceeded all warranty time frames. Had we been made aware of the issue earlier we would have gladly worked towards a resolution.

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]

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

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

It is now over two years since the purchase was made. We cannot issue a refund at this time.

My Lord, I just ordered lenses the other day and paid online. Now Im reading negative reviews from site after site! This is very scary. Really hope I do not get screwed over. I have been looking at a lot of places online to order my lenses and settled with LensesRX. After reading all the negative reviews about customer service I really hope I don't have to deal with them. If they do try to screw me over or are rude to me I will take every avenue to make sure I come out on time.

Very disappointed with LensesRx Optical...Sent frames for replacement sun-glass lenses..Received in return were very distorted lenses, crooked bifocal, distorted frames...Had to replace lenses back to original lenses..took to local store to restore frames back to original shape...Very expensive waste of money..Do not recommend...

I recently ordered a pair of prescription sunglasses. purchased frame and lenses. I was not real sure about the multi colors of the frames and sent an email asking for better description. I received a response in just a few hours and the rep was able to tell me exactly the color combination. I received them in a timely manner with emails on the whole process till they left their warehouse and I was able to track delivery. I was so surprised at the quality and workmanship (kind of apprehensive about on line purchase) I put them on and I was able to see perfectly and they are gorgeous. I just paid a well known eye glass store over $300 for sunglasses that do not even compare to these and were not designer frames and are not as visually effective. I will definitely be ordering another pair of regular eye glasses.

Review: I received an email on 2/** stating that my item would ship in 72 hours. After a week went by, I contacted LensesRX on 2/** to ask for a status update. I was told the item would ship in a few days. I contacted again on 2/** to confirm that the item had shipped, and I was told they would ship on 3/*. I contacted again on 3/* and was told that all of the other ship dates I had been given were "estimates" and that my item would arrive by the end of the week. It is now clear that they have no intention of honoring my order. If I don't receive a refund, I am filing a chargeback with my credit card company.Desired Settlement: I want my money refunded to my card immediately.

Business

Response:

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

Review: I got misleading lenses that are WAY thicker than advertised. I paid for High Index 1.74 size lenses and got the Ultra Thin 1.67 and they only cost $74.95. I took these to my doctor and he even says that these ARE NOT the High Index lenses!! So I will only pay the $74.95 since this is the product that you gave me!! I can't believe that you thought you could get away with charging me this god awful money for something that is NOT what it really is. You should be ashamed of yourself.Desired Settlement: I want to pay only $74.95 since that IS the product that I got!!

Business

Response:

Dear [redacted],

Your case has been reviewed by the optician and upper management. Below is our finding:

We do not manufacture 1.74 lenses, we have to special order them from name brand laboratories, our invoice for the order shows Aspheric 1.74 lenses, which means 1.74 lenses designed for positive sphere, which is the prescription you have.

In regards to the pictures you sent us, please keep in mind the top frame is almost 3x thicker and covers most of the lens thickness, this is why the bottom lenses from us look just as thick. Furthermore, the manufacturer made the 1.74 lenses within tolerance of their thickness requirements.

Also, your doctor needs special equipment to be able to tell what refractive index a lens is, I'm sure he/she just looked at the lens and said its too thick its not a 1.74 which is a very poor way to mislead patients.

Finally, our upper management is still concerned that the lenses did come out that thick and feels the manufacturer may have either poorly cut the lens before shipping it to us or possibly did make an internal mistake and ship us a 1.67, since we cannot prove this we will have to side with you in the matter and refund the difference.

Please note, 1.74 lenses are $134.95 and 1.67 lenses are 74.95, all other fees and labor costs are the same and will not be refunded. As of right now we owe you $60. You can either adjust the acceptable partial refund value from $110 to $60 and we will proceed or cancel the dispute and we will process a $60 partial refund immediately to your account.

Review: This letter is regarding a purchase I made online from LENSESRX (eyeglasses and lenses) replacement service. I called the company before I sent my frames to ask questions and make sure they replaced semi rimless frames. The service rep stated yes; therefore on 08/**/2014 I purchased three frames $9.95 each and lenses replacement service $19.95 each for $59.95. I waited a couple of weeks and I did not receive my package; therefore I called the Customer Service inquiring about my package. The rude customer service agent [redacted] stated the company was waiting on my frames to come in before they sent my package out. I explained to her no one told or stated I had to send my lenses back first to get the other three frames I purchased. She rudely said that’s how the service works (I need to send the frames first) and stated did I want to cancel my order I asked to speak to a [redacted] then she hung the phone up on me. I called back and asked to speak to the [redacted] and the person on the phone stated this is the [redacted]. I explained the situation and stated I would like to cancel my order. She apologized and said they will send the frames out. I received the frames and I was not pleased; therefore I called and informed them and I was sent a RMA (Return Merchandise Authorization) on 09/**/2014 and I sent the eyeglasses back; which cost me $5.95 to return them. On the email or RMA it didn’t state anything about additional cost of sending frames back or how much I would lose. Therefore on 10/**/2014 I received email stated I needed to call regarding my order. I called and no one answer for a couple of days. I finally spoke with [redacted] that’s how I know it was her several times before on the phone because she stated I spoke with you before about your order. She stated she received my order and first she can’t fulfill the relenses service on one of the pair of frames I sent. I asked her to cancel all orders and give me a refund for the inconvenience and poor service. I asked as a courtesy can she refund and for both frames to be sent back and the other eyeglasses I sent. She stated I will not receive any money for the ones I sent back will not be returned because it is a prescription removal fee of $10 and the glasses only cost $9.95 which she stated I will owe her money unless I get the other frame relensed there (she wanted to take the eyeglasses and my money, I don’t have money to just give away for free). I asked to speak with someone else and she stated if I don’t get them done there I will get no money back because of all the fees it will cancel out my money. I told her on the RMA it didn’t say that and she stated that’s the store policy. I asked again to speak with someone else in authority and she stated she is [redacted] and no one is available. Then she said she will give me $17.95 back for the glasses they couldn’t be relensed and I asked her why I paid $19.95 and she said because of discount. I asked to send me another copy of my invoice and she put me on hold; when she came back to the phone I said just send me the $17.95 back and the two other frames I wanted to return and the other relensed frame. She stated she will send the 2 frames that I was returning 9.95 each plus the relense frame I spent $19.95; but she will only give me $9.95 total for because I used a coupon and I stated if I used a coupon it should be $10 divided by each item by deducting -$2.00 because I purchased 5 items she stated no! I asked to speak with a [redacted] she said she is the [redacted] , I asked to speak with [redacted] she said it’s none to speak to I asked for the [redacted] she said she not going to let me speak with that person. She said I only can get the $9.95 back and no other choice.

I don’t understand what kind of business practices this company is practicing!

• They have poor customer service

• I feel like this company is a scam; because [redacted] stated she is the only person that is working there and there is no upper management there to assist a customer with service.

• I purchased merchandise and a service and did not receive it. The company has a return policy however do not want to honor it or give me my full refund.

I would like my full refund back because the company was not able to service my frames and I am being penalized for them being able to service the frames. I purchased frames and they do not want to give me my full refund of $19.95 not $9.95. I tired of the unprofessionalism and run around with this questionable company. I reviewed the online comments and I have seen numerous complaints due to service and representatives. I just really want my money back for the whole purchase (I can return there frames and they can return my money). Also I would like to have a conversation with upper management and not the salesperson. She is rude and makes the company looks bad. I would like my money back and will never do business with this company again.Desired Settlement: I would like my full refund back because the company was not able to service my frames and I am being penalized for them being able to service the frames. I purchased frames and they do not want to give me my full refund of $19.95 not $9.95. I tired of the unprofessionalism and run around with this questionable company. I reviewed the online comments and I have seen numerous complaints due to service and representatives. I just really want my money back for the whole purchase (I can return there frames and they can return my money). Also I would like to have a conversation with upper management and not the salesperson. She is rude and makes the company looks bad. I would like my money back and will never do business with this company again.

Business

Response:

Hello,

We apologize for the issues which you have experienced with your purchase as well as your refund(s) and have looked into your account history.

Our records do show that you have spoken with several representatives who have all tried to assist you with your order, however every time we attempted to clarify an issue for you we were confronted with frustration. We do understand your frustration and would like to reinforce that we were simply abiding by our policies when trying to assist you.

Your order was placed for multiple frames, three which you had bought from us, and two which were supposed to be sent for lens replacement. The order was pending for some time as we were waiting to receive your frames for the replacement service, once you had informed us that you would be sending them later, we promptly processed a shipment and sent your purchased and completed glasses to you.

You had then informed us that you were experiencing difficulties with two of the three glasses and wished to return them, a return which was quickly authorized. Once we received the return, as well as the two frames you had sent to us for lens replacement we immediately contacted you to try and explain the issues which we were confronted with. While it is true that we may replace lenses in rimless frames, we unfortunately could not replace them in your particular frame due to the unique design of it. Due to this a price adjustment was due to be issued on your order, which unfortunately conflicted with the refund amount which was owed.

A company [redacted] spoke with you on the phone and attempted several times to provide you with the best possible solution to properly proceed with your order. It was agreed that we would be sending all products back to you, and refunding you for the frame we were unable to work on. Being that there was a discount present on your order, the price adjustment which was issued was issued to honor this adjustment.

Consumer

Response:

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. They company gave me my additional $10.00 back; however they still have poor business practices. I wanted to return everything; because it's a waste of my money.

Review: Dear [redacted],

I am writing to express a concern (complaint) about a company that is not listed with the Revdex.com.

I was very reluctant to make a purchase with LensesRX Optical.

At least half of the online sunglass purchase companies seemed a bit sketchy (I researched different one's for several days). I wondered about their product authenticity but I was dying to get the Gabrielle Anwar D&G "Burn Notice" television series sunglasses from Season 1 & 2. I looked far and wide for the sunglasses in the Havana Brown. They were nowhere to be found.

Just as I was about to give up I found LensesRX (I had never heard of the company previously). I ordered the "Burnt Brown" color from LensesRX because they didn't have the "Havana Brown." They were priced at $109 which I thought was very reasonable. I did not need a prescription for them so the price seemed right. I made the purchase on my iPhone. For some reason I was not given the option for shipping fees (So I imagined they were free. Many companies ship for free). I never saw that (shipping) part of the payment process even listed in the transaction. I was extremely disappointed when I clicked on the submit payment button and my purchase for $109 suddenly turned into a purchase for $139.90. They charged me $30 for RUSH overnight shipping. I would never spend $30 on overnight shipping. I didn't even need a prescription so there was no hurry. I was so bummed because I had invested so much time looking for these sunglasses and immediately this gave me a bad feeling in my gut about the company.

The next morning I decided to look into reviews online for LensesRX. I found many unpleasant reviews and decided I would never again order sunglasses online unless it is from a very well-known reputable company approved with an excellent rating by the "Revdex.com." This company (LensesRX) doesn't fit that description at all.

Get this: the sunglasses arrived very quickly, and they sent two cases for the sunglasses. Both were old, dirty, and had been previously used. The lining on the inside of the black LensesRX hard case was and is falling out (no adhesion), and the white D & G case was dirty on the outside and is flimsy offering no protection for the sunglasses at all. The sunglasses say "made in italy" on the inside of the frame but they feel so flimsy and cheap they cannot possibly be authentic. I think I have a good eye for shoes, belts, handbags, and glasses. These were such a disappointment. I am very careful with them because I don't want the glasses to break too. All this being said, one of the lenses popped out of the plastic sunglass frame yesterday and I had to pop it back in (Oh my goodness).

Writing this review has been on my to-do list for a couple of weeks now. I never write reviews but I feel like I have an obligation to write a "buyer beware" review so this does not happen to another customer. Normally, I would return the product. Reviews I read online did not have a pleasant experience with customer service so I just said forget it. It's not worth it for me. My gut told me not to make the purchase from this company so it's a "learning moment" for me.

I made my purchase through [redacted].

I would very much appreciate a response.

Thank you for your kind attention.

Best regards,

###-###-####Desired Settlement: Refund me $30 rush shipping fee.

Send LensesRX back the sunglasses (return, they pay for shipping) so they can return the sunglasses to the vendor or take them back themselves.

Refund my entire purchase amount to [redacted] because they sent me two used sunglass cases, faulty product, and overcharged me for shipping.

Business

Response:

I will address the complaint in 3 parts as the complaint had 3 particular issues.

First, we are a lens manufacturer, we only resell frames from manufacturers that wish to sell on our website, meaning, we have a contract with D&G they send us frames and their cases so that we can install prescription lenses for our customers. Not all customers wish to have prescription lenses, so the discounted price still is transferred over to the customers. The products are 100% authentic as we are not allowed to sell both real and fake products due to our licensing.

Secondly, the shipping method you selected either by mistake or misclick is clearly visible on the order screen, on the invoice screen and on the multiple invoices that are emailed to you. You could have contacted customer support and had that removed from your order, as of right now, shipping and handling charges are non-refundable and there is nothing I can do for you.

Lastly, LensesRx has a 30 day money back guarantee which you have 2 more days left in to contact and request your money back. I strongly suggest you contact customer support and request an RMA to return the product for a refund. You should be able to get a full money back refund, minus the shipping and handling.

Also worth noting, LensesRx is listed with the Revdex.com it just does not wish to be part of their Accredited Program which has no benefits for the business and if you read any publicly listed reviews you will notice LensesRx has a 4.6 out of 5 review score from thousands of reviews. I don't think you're being fair to the business and it's staff.

On a side note, you may wish to stop purchasing expensive products from your phone.

Consumer

Response:

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]

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 [redacted]). 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 2 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 $109.90 and it was not until I clicked the submit button that the transaction was approved and I discovered that your company was charging me $30 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 $30 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 $30 or your stating "two days." Its the principle and the way you do business. I 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 false 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 threatening. I 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,

Business

Response:

We are a licensed authorized store, claiming otherwise especially on a public level is considered defamation and punishable by law. Whoever you spoke with is ill informed. Furthermore, I can confirm the DD8018 model is discontinued and you are holding one of the last models made.We service thousands of customers every month, and everyone sees our invoice and shipping options clearly (all 3 of them including the ones in your email), we have never had a complaint about any invoice confusion and we have never had a complaint about product authenticity, until you. You had the product in your possession for 4 weeks. Most people that do not like the product call or email within days of receiving it.Also, you are now out of your 30 day money back guarantee. Typically, your order will be subject to a 30% re-stock fee at this stage, I am personally allowing you until 4/**/2014 to return the product for a full refund, minus shipping and handling fees. Contacting the Revdex.com or doing useless investigations will prove to be useless and a waste of your time. I am already bending the rules to help you out in your situation, I cannot bend them anymore.At this point and any further Revdex.com complaints will be treated as harassment and sent to our legal department.

Consumer

Response:

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.