LensesRx Optical

Review: I placed an order of a prescription lenses from this company on Jul * 2015 and until today I have not received my order. I call them many time and they told me that my order will arrive soon. Today I called them and the customer service representative was very rude with me. I cancel my order and they charged me a $20 fee for a product that I never received.Desired Settlement: Provide me my total refund without any further fee charge because of not meet customer requirement. This is a health issue because I cannot work or drive without my glasses.

Business

Response:

The order is taking longer than expected as the frame is coming from Italy, something the customer was made aware of. The order will be canceled and refunded within 24 hours as per the customer's request.

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:

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,

Business

Response:

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

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.

Sincerely,

Review: Dear Revdex.com and Board of Ophthalmology,

I am writing in regards to the service I received from LensesRx from December 2014 to January 2015, all in the name of having affordable lenses put in my existing frames. My original transaction was to have lenses replaced in a set of frames that LensesRx had previously replaced lenses in, due to a high end Cryzal coating that was flaking off (out of the warrantee period), which I mentioned when I sent the frames in. (Charge was $67.39)

I received a call from their offices about two weeks later from an individual who was overly sweet on the phone, trying to upgrade me to a Cryzal coating, which I declined, and also to notify me, oh, by the way, that "we broke your frames. The plastic was very brittle and old." I was pretty mad, because now I was stuck. (My whole purpose was to avoid the process of trying on new frames. I just wanted my old frames refilled.) I was told on the phone that I would be credited for a set of frames. I suggested that they send me an email stating thus, and would get back to them after I had time to cool off.

The following week I called to discuss frame options, and if they could suggest a similar frame from their inventory that has a similar size and cut, which they gave three options. Upon request to try on all three frames, they said 'no, that is not our policy.' After three email exchanges and two phone calls, I was finally able to put down a deposit for the frames, with the condition that the frames I didn't use would be credited back. (Charge was $147.85 for the three frames). It wasn't an easy process, and my conversation ended that day with the sales person asking if I was satisfied. My response was "No! You broke my high end frames! I'm not satisfied!"

After trying on the frames, I decided to have two of them filled. The additional fill charge was $84.87. - why it ended up being more for the second prescription, I do not understand.)

Upon receipt of the finished frames in late January, I was credited back for one set of frames that I didn't use ($35.95), and provided a coupon for $50 for future orders. I had to call and email to request my original frames back, which had wrinkled plastic like they had been overheated. I called and emailed regarding the lack of comping the frames, which they stated that they said they were only going to give me a coupon for future orders. (Wouldn't that second set of frames be a future order if that was the case?!) When I finally emailed and said "I'm done, I'm contacting the Revdex.com and state board," I received an email back with a question asking what the problem was, ignorant that I had ever voiced a complaint.

At this point I feel like I was buttered up and taken advantage of monetarily: LensesRx didn't compensate me the set of frames that they originally stated they would do and I have been overcharged; total charges for two sets of frames for $264.16. In the name of saving money, I've paid significantly more than I had expected, and will probably never deal with service like LensesRx on the opposite coast again.

Hopefully my complaint is helpful, as I've seen other individuals have similar complaints about LensesRx on the web.Desired Settlement: At the very least, compensation for the frames that were broken. - and not a credit for future use.

Value of frames purchased that should have been comp'd: $55.95

Difference of charges between first and second prescription lenses: $17.48

Business

Response:

[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.

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:

Frames were to be compensated, and they were not. A coupon to do additional business with a company that provides unsatisfactory services is not acceptable in my book.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

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:

I feel that my complaint has been partially resolved. Refund was run 3/*/15 and posted the following day for $50. For the sake of arguement, the full 'comp' price was not refunded to my satisfaction.Lensesrx appears to be calling but no messages are being left. Personally, I leave a rather long detailed message if I really want to talk with someone.I'm done here, I am not satisfied, but not wish to invest further time. My complaint has hopefully been noted. Thanks!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: LensesRX was misleading in their email response to me concerning a returned product. They said that someone from their Customer Care Team would be reviewing it shortly. That email was dated September *, 2014. I never heard back from them. When we contacted them on October **, 2014, and asked them about the refund, they said that there was a problem with our [redacted] account. We checked with [redacted] and there was no problem. When we told them this information, they finally issued a refund but it was less than the original amount of the purchase. When asked about that, they then said that the return did not occur with the 30 day refund policy. When I pointed out that it did indeed occur within the 30 days, they then said that I had not completed a certain "RMA" which I should have done within the 30 days. I pointed out to them that their email of September [redacted] made no comment about the RMA. They said too bad, I asked them to waive their policy since they had not communicated this issue when they had a chance to do so. Overall, I would have to say that their customer service leaves a lot to be desired. My wife called them about the [redacted] issue as we used her [redacted] account. She ended up in a verbal confrontation with the customer service representative. That should NEVER happen to a customer!!!!! I paid for "expedited" service on the shipment of the lenses to me and it took them 7 days to have them delivered to me. If this is expedited, I would hate to see what their normal delivery service is like.Desired Settlement: I just want to receive the full refund. That would mean that they need to refund an additional $56.99.

Business

Response:

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.

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.

Sincerely,

This is the worst lens replacement or eyeglass prescription store online I have ever dealt with. I have placed a number of orders with them over the last 3 years and at least half of them have been wrong. This is why there prices are so low, their lab technicians are the worst on the planet. They probably aren't even real lab technicians but just regular Joe Blows off of the street. My most recent order I received today after 4 weeks because a lab technician scratched the lenses the first time through is epically wrong because the sent me someone elses frames. They are the correct lens prescription wrong frames which means it wasn't just a small error like sending me the wrong order it is a huge error as they put the wrong lenses in the wrong frames and shipped them out!!!! Do yourself a favor and don't be sucked in by their prices because you will be sorry!!!!!! Do not buy from this company, it is not worth the headache, just pay regular prices with someone else and you won't have to deal with the disappointment and headaches!!!!I cannot stress to you how bad this business is !! stay away!!!!!

Review: I sent my prescription to Lensesrx in 2013. They made the lenses and mailed them back. I could not see as well as old glasses, had headaches, and was advised to send them back to Lensesrx. I sent them back twice and they returned them to me. On each occasion I was unable to see properly and was having headaches when I tried to use them. I think after three tries a refund is in order. I went and bought another pair locally, total out of pocket since I used Lensesrx the first time. The glasses are perfect now...Desired Settlement: I moved recently and just found this pair of glasses. I think a refund is in order since I tried numerous to let the company make it right. They failed, and numerous calls have failed to get any satisfactory result.

Business

Response:

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

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]

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,

Business

Response:

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.

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.

Review: Lenses rx optical online sold me progressive prescription eyeglasses without requesting an essential segment height measurement and was paid $451.76.

Examination of the prescription eyeglasses by [redacted] - an ophthalmologist with the office of [redacted] (Tel .###-###-####) - indicated that the segment height measurement in the prescription eyeglasses

sold by lensesrx optical online was not correct.

Lensesrx.com refused to remake the prescription lenses, refused to issue a refund, and advertises that it guarantees accuracy of the prescription eyeglasses it sells on its website.

Lensesrx.com also is not registered with the [redacted] and has no agent for service of process in [redacted].

I am [redacted] citizen on a limited income .

I had to have the prescription eyeglasses sold by lensesrx optical online remade at a cost of $514.

I am advised that lensesrx optical online failure to request segment height measurements when selling prescription progressive lenses online is not in accordance with the reasonable standard of care opticians use when filling

prescriptions for progressive lenses in eyeglassesDesired Settlement: Payment of $514. to cover the cost of remaking the progressive prescription eyeglasses sold by lenses rx optical online.

Proof that lenses rx optical online has registered as an entity doing business in [redacted] with the [redacted].

Proof that lenses rx optical online in the future will request segment height measurements when accepting orders for progressive prescription eyeglasses and multifocal prescription eyeglasses.

Business

Response:

The purchase in question was originally processed by us (LensesRx) in March 2014, and again in June 2014, as we were contacted by [redacted] and informed that he was experiencing difficulties with the lenses we created for him. It 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.[redacted] never informed us of having an issue with the progressive segment height, if he had, we would have accommodated that as well. When 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 [redacted], 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 [redacted] is in possession of our product, and the order was completed six months ago. Furthermore we never processed a charge of $514 and are unable to refund payments which we did not process.

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-Lenses rx optical online admits it received $451.76 for prescription eyeglasses it made and sold without requesting segment height measurements. I will return the Lenses rx optical online improperly fitted prescription lenses which I am having remade by [redacted] in [redacted] to Lenses rx optical online. This should satisfy Lenses rx optical online's concern that I have their product. I contacted Lenses rx optical online customer service in September 2014 after [redacted] advised that the correction in the Lenses rx optical online was wrong because the segmentheight in the lenses was wrong. The response from Lenses rx optical online customer service is the same as the response to the complaint - no refund and no offer to remake the lenses to the proper segent height. Lenses rx optical online refuses to identify its owner or its employees in communications as confirmed by the failure to identify who wrote the response to the complaint. I will provide a paid invoice for the $514. I am paying [redacted] to remake the defective Lenses rx optical online prescription glasses. I request that Lenses rx optical online produce copies of any communications it had with me in March 2014 or June 2014 requesting segment height measurements for the prescription eyeglasses it made and sold. If it cannot produce copies of requested communications, then its claim "segment height measuremenht is always taken into consideration" cannot be substantiated. I will provide [redacted]'s wriitten observation that the segment height in the prescription eyeglasses is incorrect to substantiate the fact that Lenses rx optical online did not make the prescription eyeglasses it sold me to include proper segment height. Lenses rx optical online is required to register with the State of [redacted] because it is doing business in [redacted] by soliciting and filling orders from [redacted] residents. Lenses rx optical ** location does not excuse it from the legal obligation to register with the [redacted]. I request a conference call with the ownder of Lenses rx optical online to resolve the issues described in the complaint .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

In regards to [redacted] claiming his issues have not been addressed, I don't know how else to address them, as every single point has been targeted and thoroughly explained.All documentation is on record for his order, unfortunately we cannot provide detailed lab reports as they contain confidential information.The owner information of LensesRx is made public across the internet, and my name is [redacted]. I am a [redacted] and have been handling all of the Revdex.com complaints we have received.We may not issue a refund on a an order which was placed in March; it is now nine months later. I can only stress in so many words that [redacted] NEVER mentioned the segment height of his lenses as being an issue until NOW. His original order and subsequent lens remake were processed EXACTLY as he requested, with ALL of the specifications he provided us with.If [redacted] wishes to contact us, our number is ###-###-####.

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:

(1) Lenses rx optical online has refused to identify the owner and/or the licensed optician who are responsible for establishing and following procedures to properly fitprescription eyeglasses such as requesting segment height measurements. (2) As a business which requires a licensed optician in [redacted] Lenses rx optical online is required to observe reasonable care in the fitting of prescription eyeglasses. Reasonable care requires the optician to request all measurements essential to make prescription eyeglasses. Contrary to Lenses rx optical online's statememts a customer has no knowledge of what measurements are essential to produce prescription eyeglasses. Customer comments on [redacted] and admissions in Lenses rx statements indicate multiple failures by Lenses rx to make prescription eyeglasses taking into account segement height measurements. (3) Lenses rx optical online has produced no documents to show that it requested segment height measurements for my prescription glasses or that it requests segment height measurements every time it takes an order for prescription eyeglasses. The bottom line is that Lenses rx optical should stop filling orders for prescription eyeglasses unless it requires segment height measurements, and should refund or pay for the customer's cost to remake lenses sold by Lenses rx optical online without taking segment height measurements because it is Lenses rx optical online's legal obligation to obtain all measurements essential to proper vision correction. I once again call for a conference call with en experienced mediator and the owner of Lenses rx optical online to resolve the issues raised in this complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I contacted LensesRx to discuss an issue with a pair of glasses that were purchased in November 2013. The prescription that was on the lenses was incorrect; not on the part of we the consumer, but on the part of the company. Several months passed before we could verify this information with our optometrist, but after it was verified it was the prescription on the glasses, not the actual prescription I contacted LensesRx to resolve the issue. On their website it advertises accuracy of prescriptions for life, however they only "guarantee prescription accuracy"(I was unclear on that and that detail was not mentioned to me on the first phone call I placed in December 2013). They offered to provide me an extended warranty to correct the issue with the glasses. I agreed and returned the glasses and included a copy of the prescription to ensure they would have it . Once they received the glasses they contacted me to complete the transaction and pay $53.58. I completed the transaction utilizing a flex spending account debit card. We received the glasses and a copy of the original invoice from November 2013. I contacted LensesRx to obtain a copy of the current invoice, and explained to them I needed a current invoice for the transaction that was made in March 2014. They emailed the original invoice once again with a notation of the added extended warranty (but without the current date). I once again contacted LensesRx to try to obtain an invoice or receipt of the latest transaction and they refused to provide one. They claimed "their system was not set up that way". I attempted to speak to a [redacted], but they would not speak to me because they were assisting other customers. I explained I did not understand why I could not receive a receipt of the transaction that was made; which used an entirely different credit card and was made in a different month and year. The agent said "she couldn't explain it any different".Desired Settlement: Desired outcome would be for LensesRx to provide a receipt of transaction indicating the amount and date for the transaction that occurred in March 2014.

Business

Response:

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.

Review: I sent in a perfectly good pair of sunglasses to this company for them to replace my sunglasses with transition lenses. This company replaced the lenses with lenses that were cracked. I returned my glasses to them, and they replaced the damaged lenses with another set of damaged lenses. I contacted them, and they instructed me to remove their lenses and return them so that they could give me a refund minus a 30% restocking fee. I have no idea how to remove lenses without damaging my original frames because I am not skilled in eyeglasses and frames, which is why I sent my glasses to them in the first place. Furthermore, if I find someone to remove the lenses, my frames will be without lenses. When I originally started dealing with this company, I had a pair of glasses with intact lenses. This company was unable to provide the proper service without the lenses being cracked around the edges. I know that this is possible because my original glasses had lenses (the ones that they removed and replaced) in them that were not cracked around the edges, and I still have them in perfect condition. If they were incapable of doing the job, they should have just returned my glasses with the original lenses in them.Desired Settlement: Refund

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

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:

I have contacted management, and they continue to blame me. Why would I bend my own frames?

Furthermore, please tell me why would I do it twice. That does not make any sense. You should accept the blame and apologize for your poor service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a pair of sunglasses from LensesRX online on 6/**/15. They were delivered on 7/**/15. After wearing them around the house for a few days I decided I didn't like how they fit. I went onto their website to request the RMA number as is their policy. I waited over a month to hear back and when I didn't I decided to call them about the RMA number. The representative told me I had been approved a while ago (there was no communication from them to me stating I was approved). I then shipped my glasses back to them, with insurance and tracking, on 10/**/15. They were delivered on 1/**/2016 (confirmed by the post office, but with no answer as to why they took so long to get there). I called today to follow up on the return as I had not received a refund. I was told there was a mix up with the order number which was my error. With that said, they received the glasses and never reached out to me to let me know (although they say they did when I spoke with them on the phone). In both instances (mix up with order number and missing the communication) I apologized. After speaking with the rep and getting things sorted out with the order number I was told I would get a refund. I asked how much to expect. I was put on hold then when she returned I was told that I she could only offer me 50% of the purchase price and it would be a store credit. When I pushed back I was told it was out of warranty and outside of 6 months. I pushed back more and was told this was decided by upper management. I asked for a supervisor and was disconnected in the transfer. I called back and was connected to a supervisor and again told that it was all they could do. Alternatively they could return the glasses. When I read the return policy to them (which states there will be a 30% return assessment fee outside of the 30 day warranty but does not state anything about getting a store credit or returns longer than 6 months) I was told they were taking a loss on the glasses and couldn't do anything with them. I disagree as they could put the original lenses back in (in place of the prescription ones) and resell them. After going back and forth with the supervisor, I finally decided to accept the glasses back. I was told they would be shipped out today.

Bottom line: I ordered glasses. Returned the glasses outside of 30 warranty. LensesRX did not communicate at all throughout the process. [redacted] delayed my shipment for 3 months. I made a good faith effort to get the glasses back and was prepared to accept the terms of the refund policy (loss of 30% due to return fee). I was offered a store credit at 50% of purchase price or get glasses back I didn't like. I accepted the glasses because the credit will be no good to me since I will not conduct business with this company again.Desired Settlement: I should have been given a refund with the 30% fee applied. Not given the option of a store credit at 50% of original purchase price or get glasses back.

Business

Response:

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.

Review: I ordered a pair of prescription sunglasses on June [redacted] I received them June [redacted] they were made incorrectly they were sent back after speaking with an associate that I told I had to have them back by July [redacted] she said she would note that time was of the essence and it would be plenty of time to get them back to me I have called 2times in addition to the original call I made and the lady that I spoke with was very rude and told me "like I told you last time you called they are not ready it will be 7-10 days" I explained my situation and she was still rude and replied the same answer. I ordered these glasses for my trip so if they come after I am gone I no longer need them.Desired Settlement: If I cannot receive the merchandise by july[redacted] I want a full refund

Business

Response:

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.

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]

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,

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:

Checking on the status of my refund..the glasses were refused on Saturday

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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

Review: I have purchased a Lacoste Frame from their online store in June [redacted]. I used an international Mastercard and received the e-mail confirming that the payment was processed. However, after a few hours, I received a second e-mail saying that they not accept international credit cards. As much as I understand their policy, I was shocked with the fact that they actually did charge me in my Mastercard.

I have sent then one e-mail and one message through their website and had no answer. Therefore, I decided to call on their toll free number (that is only toll free for local calls).

They explained me that if I wanted to receive my order I would have to pay by money order and that they could refund me in my Mastercard in up to 48h. The only problem was that they made me incur in taxes at the amount of nearly US$16, which they refused to refund. So I gave them one more time the option to accept my payment through my Mastercard - as they already did - and to send me the product as they should have. They also refused.

It is important to highlight that this policy (against international credit cards) is not written anywhere in their website.

LensesRX made me incur in US$16 in taxes and refused to refund me. They wasted my time and money.Desired Settlement: Get refund from the taxes they made me incur.

Business

Response:

You cannot use a Brazil based credit card to place an order for a product made and shipped to the United States , and to an address that is not a valid billing address of the credit card. The Florida address you selected for your billing and shipping is not a valid address and we will not allow your international payment to be used to buy products from us.

Our customer support team informed you, if you wish for us to ship the order to Brazil you can pay with check or money order, as you refused your order was refunded and the funds returned to your card. Please allow some time to see the funds on your statement.

Review: I RECEIVED A PAIR OF GLASSES FROM LENSES RX. I THOUGHT IT WAS A GREAT ONLINE DEAL. I RECEIVED THE PRODUCT REALLY QUICKLY. HOWEVER, I COULD NOT SEE THROUGH THE LENSES AND THE ITEM SEEMED AS IF NO PRESCRIPTION WAS INCLUDED IN THE LENSES. THE LENSES ALSO HAD THE BRAND PAINTED ON THE LEFT LENSE. I INCLUDED THIS IN MY COMPLAINT IN ASKING FOR A REFUND. I WAS ASKED TO SEND THE ITEM TO THEM FOR REVIEW. I RECEIVED A PHONE CALL INFORMING ME THERE WAS NO PRESCPRIPTION IN THE LENSES. I AGREED. THEY BEGAN QUESTIONING ME WHY THERE WAS NO PRESCRIPTIN (IMPLYING THAT I HAD REMOVED THE RX LENSE AND REPLACED IT WITH A PLASTIC LENSE). I INFORMED THEM, I HAD RECEIVED THEIR PRODUCT LIKE THAT. THEY SAID THEY DID NOT HAVE ANYTHING ON FILE INDICATING THAT I COULD NOT SEE THROUGH THE LENSE AND THAT IT SEEMED AS IF THERE WAS NO RX. I WAS THEN PLACED ON HOLD. THE REP CAME BACK TO THE PHONE AND INFORMED ME THAT I HER [redacted] WOULD REFUND MY MONEY BUT BANISHED ME FROM THE WEBSITE. I ASKED THE REP WHY I WAS BEING BANISHED FROM THE WEBSITE FOR ASKING FOR A REFUND FOR AN ITEM THAT THEY SENT TO ME WITH NO RX. SHE INTERRUPTED ME, BECAME RUDE, AND INFORMED ME HER [redacted] TOLD HER THIS IS THE INFORMATION SHE COULD SHARE WITH ME. I ASKED TO SPEAK TO HER [redacted] AND SHE HUNG UP ON ME. I IMMEDIATELY CALLED BACK SEVERAL TIMES AND THERE WAS NO ANSWER. I LEFT A VOICEMAIL AND AN EMAIL. I WAS FINALLY ABLE TO GET THROUGH THEIR PHONE LINES AND A [redacted] PICKED UP. I INFORMED HER OF THE INCIDENT AND SHE TOO SEEMED TO IMPLY THAT I HAD SOMETHING TO DO WITH THE NON-RX GLASSES. SHE INFORMED ME I WOULD RECEIVE A REFUND AND GAVE AN UNSYMPATHETIC APOLOGY.Desired Settlement: I EXPECT A FULL-REFUND AT THE VERY LEAST. IT IS SAD THAT THIS IS HOW BUSINESSES ARE RAN THESE DAYS.

Business

Response:

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 $20 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 proceed. They have been notified to correct the issue and remove the system wide ban.

We are sorry for the ridiculous hassle and inconvenience.

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:

Due to the treatment I received with this company, I do not wish to continue services with them. I would like nothing better than a refund of 100%. This company has implied that I am a thief and banned me from their website due to their mistake. I do not wish to purchase any of their products even at a discount.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

Review: Received defective product. Called and wasn't informed I had extended warranty. As product to worst, I inquired again and was told to send the product back for evaluation. Once the product was received, I was told nothing could be done and I had to pay for shipping to get my product back or they wouldn't send the product back, so now I have nothing. Additionally the customer service person was very rude and had no customer service skills whatsoever.Desired Settlement: Send me my product back and pay for shipping. I didn't ask to send them the product and I paid for shipping to them, so they should at lease pay for it to be sent back.

Business

Response:

We are currently communicating with the customer in regards to his issue. If he does not wish to continue with placing a new order we will be returning his merchandise to him.