[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
I would also like to make a note that the glasses that were received were of the poorest quality I have ever seen in my life! I will never do business with this company again! The glasses look like the cheap 3d glasses that you get at movie theatersI did receive a refund for the crapy glasses that I received and I am so glad that I did because the price I was charged for the glasses is outrageousness! Thank you Revdex.com for making businesses like marvel optics practice customer service and actually take care of their customers If they treat every customer like they did me you will probably be hearing from other customers
Best Regards,
We apologize and understand Ms*** on why she placed her complaintThere has been a great deal of misunderstanding and lack of information given to Ms*** which caused her to doubt our credibilityFirst, she was informed that one of the frames she ordered was out of stock and
that the order had to be put on holdHowever, since she had multiple frames on her order, we failed to inform her that the processing of that particular frame only was to be put on hold and the other available frames continued with the processing phase and only one frame would be slightly delayedAs soon as the other frames were done, they were shipped to her ahead of the delayed oneShe did choose a different frame to replace the unavailable one and we processed that right away as soon as we got the informationSecond, she, then having doubted our credibility, asked to have the order cancelled and refundedOur policy states that all cancellations can only be made after hours from when the order was made but still a refund could still be issued if upon the receipt of the item/s she will follow the returns procedureShe would have just to send us back the received items and we will process the refundHowever, she was not clearly given instruction on what to doShe was made aware of the procedure but she didn't receive the exact instruction of how to do it through a form of an emailThis may have caused her to be more doubting and the lack of follow up further convinced herLastly, we were made aware that she wanted to file a chargeback with her credit card companyWe understand her position and we would've wanted everything to be resolvedWe suggested that she just return all of her items and we will refund her in full with no fees and deductions but she has already closed her mind to the resolution and would just go ahead with the chargebackWe will not fight the said chargeback and will respect her decision.We are saying this in all honesty as we have further investigated the issue and already spoke with our representatives who had direct involvement with this case. There are areas where we lacked in our customer service and we are working to improve these areasHad she been given ample information and continuous followups as promised, this would all have been avoided. We will endeavor to make sure this does not happen againWe hope for Ms***'s understanding
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
From: *** *** Sent: Friday, September 05, 9:AMTo: *** ***Subject: Re: You have a New Message from Revdex.com Regarding Complaint #***
***
I have not received the refund yet
*** ***
Regards,
This firm took my order and I heard nothing for more than a weekWhen I logged on to check the status, the order had been entered twice, and cancelled twiceThe payment had processed though *** well beforeI tried to call Marvel but their system disconnected twiceSo I filed a *** dispute which was processed and approvedMy payment was refundedI since, out of curiosity, have tried to find out what had happenedwhy the double orders cancelled twiceMarvel has not responded to my email after one weekI called today, and the call was dropped during the greetingI then went to chat, which told me that the order had been canclled for insufficient fundsBut, hey, if Mavel did not get the funds, what did this Mavel refundLikely this is an alt-right Texas concernI am lucky I used *** our I likely would be out my money
Bought new pair of safety glasses, when they arrived they made me dizzy and my depth perception was offI immediately emailed them back to get a refundOf course my email couldn't be delivered because their returns page had misspelled their own company's name (talk about ironic, customer support getting rejected)So I had to correct their email address and when I finally got a reply the guy was asking me about remaking my glasses when I cleared said "REFUND"Talking on the phone finally workedLess than a week later my credit card information was stolen, coincidence? So I had send the glasses back, but told them not to refund my card because I was being issued a new oneThe guy on the phone said that would be fine and put a note on my accountWhen my new card was issued I called and they had issues putting it on my new credit card even thought they originally said they could
We apologize that the customer has had a very unsatisfactory experience with usWe have complied with all requested resolutions like the refund and the delivery of the replacement framesIf the customer is still not satisfied, we will be willing hear out what the customer would like us to do to help ease the situationWe are open to conversation and hoping that the customer will give us a chance to prove that what happened to him will not happen again and that he will be receiving better customer service from now on as we used him experience in improving our customer service practices
We would like to address the complaint against our companyCustomer *** *** ordered pairs of eyeglasses from MarvelOptics.com (prescription eyeglass and sunglasses) on March 2, and has complained about delay in receiving her order However, we are well within the expected
delivery date provided to *** *** during the checkout process when she selected “Standard” shipping option.
According to our policy, and as she would have seen during checkout, the estimated time for the product to be delivered is 7-business days from the day the order is placed*** *** has logged this complaint in just days after placing the orderWe are still well within allotted time to produce and deliver *** ***’s order
Also according to our policy stated on our website and in the terms and conditions, cancellations are only allowed after hours from the time an order has been placed Attached here are screenshots of the part in our checkout page where the maximum delivery time is stated and the clause in out terms and conditions where cancellations are stipulatedAnd here is the link to our policies: ***
Do not buy from this company there are other online places that have better customer service, and better quality products for the same price -was not happy with customer service, told one thing and then emailed another-despite it being their error it was put back on me more than once--avoid them at all costs,,,scam company
We sincerely apologize for the delay in the response to the complaintMs*** was at first very accepting of the terms of her returns and was even willing to accept the 25% restocking fee for the policy she is underBut due to agent error, he was not sent the instructions for returns in a timely manner and thus when the time frame elapsed for her return, she was not able to send them to usWe were willing to forfeit the time frame but Ms*** was already adamant to receive full refundSince this is due to our mistake, we will graciously give her the full refundWe apologize if it took us a long time to grant and we did not deliberately mean to hold back her moneyWe will try our best to fulfill with the refund as soon as possible
Got my glasses a few weeks ago, can not [redacted] out of them, sent them back told them what was wrong and what my Dr said need to be done, got them back yesterday, same thing same lens and nothing was done, charged me $42 more dollars to change as I requested, still can not [redacted], told me last night that they will not refund my money due to they made them per the prescription, and if this is per the prescription them my Dr is a total [redacted].
Hi, Thank you for letting us know about this issue. We apologize for the situation about this order. At first there was some shipping issues due to incorrect labeling for the address but as soon as we got the package back, we sent it directly to the customer. As for the prescription...
eyeglasses, we make it a point that we place the correct prescription on the lenses as any mistake can affect the customer's vision. If the customer feels that the prescription on the eyeglasses were incorrect, we are open to remaking the order and reviewing the issues the customer is having. We would love to offer the customer, if she would like, that we will remake her order again, at no extra cost. We would just like to get a copy of the prescription her optometrist gave her.
We have already spoken with the customer, [redacted], and we sent her returns instructions so that she can send the items back to us. We have also discussed her refund request and upon receipt of the items, we will inspect and we will refund her. We are just waiting for her to send them back so we...
can act accordingly. As per last conversation, she said she understood and will send them back.
We apologize for the delay for both the refund for the shipping fee and the replacement eyeglasses for the customer. As of Feb. 17, we have successfully refunded her the shipping costs she incurred in sending us back the eyeglasses due to our error for the total of $16. As of the moment, the...
replacement pair has not been sent out yet but we will notify the customer as soon as it is. We had delays and backlogs with our supplies but we are trying our best to fill the customer's order.
As per October 15, 2014, we have resolved with Mr. [redacted] the issues with his misdelivered order. There was no incorrect labeling on our part but there was a misunderstanding with the local USPS store that handled his package. Apparently, there was a request that all packages under the...
last name "[redacted]" was to be forwarded to a new address. The request was made by Mr. [redacted]'s son who was relocating. Unknown to the post office that Mr. [redacted] still resides in the same area/ zipcode they automatically forwarded the package to his son's new address and was declared "delivered". After investigating the issue and reporting back to Mr.[redacted], he understood what happened and was happy to find a solution between us. We offered to remake the order for him at no cost and we would send out to him as soon as we can. As of the moment, we are still waiting for the order to be finished and we will send it out. We understand that Mr. [redacted] was frustrated when he first came to us stating that he never received the package although it was declared "delivered" but we were also investigating on our side and it took time for us to know what really happened. We thank Mr. [redacted] for his understanding and we are happy to help him with his issue.
We have already sent the order for Ms. [redacted] USPS issued us the tracking number of [redacted] for her package. We are still within the 11th business day from the allotted time frame for the processing and shipping of her order. She can expect it to arrive within 3 days time. We have fulfilled all terms of the sale according to our policies as stated in our website to which the customer agreed to when she made the purchase.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I appreciate their quick response and resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Even if it MAY be within the stated shipping time, Marvel Optics has neglected to provide sufficient customer support and communication to inform me as to the status of my order. Not only is it good customer service to let a client know when there is a delay or problem with their order, it is also common sense. If it is too much work for Marvel Optics to notify their customers of any and ALL issues with their orders, then they need to rethink the way they run their business immediately.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. My complaint has not yet been resolved, despite the response from Marvel Optics. I talked with a man named Miguel, who told me he would work on this, but as far as I know, the replacement has not been sent and I have not been able to get in touch with him since then (earlier this week). Certainly I am not surprised by this, and again, this complaint is not resolved. (I will not consider it resolved until I have a replacement in my hands)
[Provide details of why you are not satisfied with this resolution.]
Regards,
We apologize for the very delayed refund for Ms. [redacted] order. We had a few issues with refunding her order but we are working on it and we will be giving her the full amount for her order. There was just a slight miscommunication on our end thinking that we already gave Ms. [redacted] all the needed...
documents for her return but she never received them and when she finally got them, it was past her policy's time frame and she was worried about her refund but we could've considered it as it was an error on our side. As of date the refund has not been issued yet but we are working on it and making sure that she will get it at full amount.
We offer our sincerest apologies to her that she did not have a satisfactory experience with us. We are still hoping she would still consider us in the future for her eyeglass needs.
We would like to address the complaint set against us concerning the delivery of goods ordered and the refund of price paid for said goods that were said not to have been delivered.
After finding out that customer, [redacted], was indeed able to pay for her...
order, after her husband sent us an email inquiring about its current status,due to a technical glitch on our side, we immediately processed the order and aimed for it to be finished and shipped as soon as possible. Since the time frame for processing and delivery that they paid for will be not met with, we refunded to the customer the amount of $11.95 for First class shipping with tracking.
We try our best to respond to any of correspondence of our customers and if there were inquiries that we missed responding to from [redacted], we apologize. As soon as the order was ready to be shipped we, of course, gave special consideration and paid it to be shipped overnight shipping via USPS. We shipped it May 8 and expected it to arrive no later than May 10 but to our dismay it did not happen and we were not able to get a direct response from USPS why this was so. We paid the necessary fees and there was even an insurance from them that it would be overnight.
But nevertheless, we did not give false information about sending the frames. USPS does not update their systems real time so any update on their website is not accurate. When there was tracking information available we found out that it would be arriving May 12, Monday. On Monday, the customer, [redacted], called us asking that she be given a refund since the package did not arrive when they expected it to. Before a refund was agreed upon by our management, we checked again the tracker and found out that the package was delivered but was waived by the receiver on that same day, May 12. (Attached is a screenshot of the tracking page from USPS). We decided to just grant her the refund that same day. We have a screenshot of the transaction details of the refund worth $49.99 from Paypal.
We aim for total customer satisfaction and we are sorry that the customer had this experience with us. Our agents are trained to be always courteous and honest as much as possible and if the customer feels that she did not receive both, we apologize and will be using this experience to improve our customer relations.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
I would also like to make a note that the glasses that were received were of the poorest quality I have ever seen in my life! I will never do business with this company again! The glasses look like the cheap 3d glasses that you get at movie theatersI did receive a refund for the crapy glasses that I received and I am so glad that I did because the price I was charged for the glasses is outrageousness! Thank you Revdex.com for making businesses like marvel optics practice customer service and actually take care of their customers If they treat every customer like they did me you will probably be hearing from other customers
Best Regards,
We apologize and understand Ms*** on why she placed her complaintThere has been a great deal of misunderstanding and lack of information given to Ms*** which caused her to doubt our credibilityFirst, she was informed that one of the frames she ordered was out of stock and
that the order had to be put on holdHowever, since she had multiple frames on her order, we failed to inform her that the processing of that particular frame only was to be put on hold and the other available frames continued with the processing phase and only one frame would be slightly delayedAs soon as the other frames were done, they were shipped to her ahead of the delayed oneShe did choose a different frame to replace the unavailable one and we processed that right away as soon as we got the informationSecond, she, then having doubted our credibility, asked to have the order cancelled and refundedOur policy states that all cancellations can only be made after hours from when the order was made but still a refund could still be issued if upon the receipt of the item/s she will follow the returns procedureShe would have just to send us back the received items and we will process the refundHowever, she was not clearly given instruction on what to doShe was made aware of the procedure but she didn't receive the exact instruction of how to do it through a form of an emailThis may have caused her to be more doubting and the lack of follow up further convinced herLastly, we were made aware that she wanted to file a chargeback with her credit card companyWe understand her position and we would've wanted everything to be resolvedWe suggested that she just return all of her items and we will refund her in full with no fees and deductions but she has already closed her mind to the resolution and would just go ahead with the chargebackWe will not fight the said chargeback and will respect her decision.We are saying this in all honesty as we have further investigated the issue and already spoke with our representatives who had direct involvement with this case. There are areas where we lacked in our customer service and we are working to improve these areasHad she been given ample information and continuous followups as promised, this would all have been avoided. We will endeavor to make sure this does not happen againWe hope for Ms***'s understanding
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
From: *** *** Sent: Friday, September 05, 9:AMTo: *** ***Subject: Re: You have a New Message from Revdex.com Regarding Complaint #***
***
I have not received the refund yet
*** ***
Regards,
This firm took my order and I heard nothing for more than a weekWhen I logged on to check the status, the order had been entered twice, and cancelled twiceThe payment had processed though *** well beforeI tried to call Marvel but their system disconnected twiceSo I filed a *** dispute which was processed and approvedMy payment was refundedI since, out of curiosity, have tried to find out what had happenedwhy the double orders cancelled twiceMarvel has not responded to my email after one weekI called today, and the call was dropped during the greetingI then went to chat, which told me that the order had been canclled for insufficient fundsBut, hey, if Mavel did not get the funds, what did this Mavel refundLikely this is an alt-right Texas concernI am lucky I used *** our I likely would be out my money
Bought new pair of safety glasses, when they arrived they made me dizzy and my depth perception was offI immediately emailed them back to get a refundOf course my email couldn't be delivered because their returns page had misspelled their own company's name (talk about ironic, customer support getting rejected)So I had to correct their email address and when I finally got a reply the guy was asking me about remaking my glasses when I cleared said "REFUND"Talking on the phone finally workedLess than a week later my credit card information was stolen, coincidence? So I had send the glasses back, but told them not to refund my card because I was being issued a new oneThe guy on the phone said that would be fine and put a note on my accountWhen my new card was issued I called and they had issues putting it on my new credit card even thought they originally said they could
We apologize that the customer has had a very unsatisfactory experience with usWe have complied with all requested resolutions like the refund and the delivery of the replacement framesIf the customer is still not satisfied, we will be willing hear out what the customer would like us to do to help ease the situationWe are open to conversation and hoping that the customer will give us a chance to prove that what happened to him will not happen again and that he will be receiving better customer service from now on as we used him experience in improving our customer service practices
We would like to address the complaint against our companyCustomer *** *** ordered pairs of eyeglasses from MarvelOptics.com (prescription eyeglass and sunglasses) on March 2, and has complained about delay in receiving her order However, we are well within the expected
delivery date provided to *** *** during the checkout process when she selected “Standard” shipping option.
According to our policy, and as she would have seen during checkout, the estimated time for the product to be delivered is 7-business days from the day the order is placed*** *** has logged this complaint in just days after placing the orderWe are still well within allotted time to produce and deliver *** ***’s order
Also according to our policy stated on our website and in the terms and conditions, cancellations are only allowed after hours from the time an order has been placed Attached here are screenshots of the part in our checkout page where the maximum delivery time is stated and the clause in out terms and conditions where cancellations are stipulatedAnd here is the link to our policies: ***
Do not buy from this company there are other online places that have better customer service, and better quality products for the same price -was not happy with customer service, told one thing and then emailed another-despite it being their error it was put back on me more than once--avoid them at all costs,,,scam company
We sincerely apologize for the delay in the response to the complaintMs*** was at first very accepting of the terms of her returns and was even willing to accept the 25% restocking fee for the policy she is underBut due to agent error, he was not sent the instructions for returns in a timely manner and thus when the time frame elapsed for her return, she was not able to send them to usWe were willing to forfeit the time frame but Ms*** was already adamant to receive full refundSince this is due to our mistake, we will graciously give her the full refundWe apologize if it took us a long time to grant and we did not deliberately mean to hold back her moneyWe will try our best to fulfill with the refund as soon as possible
Got my glasses a few weeks ago, can not [redacted] out of them, sent them back told them what was wrong and what my Dr said need to be done, got them back yesterday, same thing same lens and nothing was done, charged me $42 more dollars to change as I requested, still can not [redacted], told me last night that they will not refund my money due to they made them per the prescription, and if this is per the prescription them my Dr is a total [redacted].
Hi, Thank you for letting us know about this issue. We apologize for the situation about this order. At first there was some shipping issues due to incorrect labeling for the address but as soon as we got the package back, we sent it directly to the customer. As for the prescription...
eyeglasses, we make it a point that we place the correct prescription on the lenses as any mistake can affect the customer's vision. If the customer feels that the prescription on the eyeglasses were incorrect, we are open to remaking the order and reviewing the issues the customer is having. We would love to offer the customer, if she would like, that we will remake her order again, at no extra cost. We would just like to get a copy of the prescription her optometrist gave her.
We have already spoken with the customer, [redacted], and we sent her returns instructions so that she can send the items back to us. We have also discussed her refund request and upon receipt of the items, we will inspect and we will refund her. We are just waiting for her to send them back so we...
can act accordingly. As per last conversation, she said she understood and will send them back.
We apologize for the delay for both the refund for the shipping fee and the replacement eyeglasses for the customer. As of Feb. 17, we have successfully refunded her the shipping costs she incurred in sending us back the eyeglasses due to our error for the total of $16. As of the moment, the...
replacement pair has not been sent out yet but we will notify the customer as soon as it is. We had delays and backlogs with our supplies but we are trying our best to fill the customer's order.
As per October 15, 2014, we have resolved with Mr. [redacted] the issues with his misdelivered order. There was no incorrect labeling on our part but there was a misunderstanding with the local USPS store that handled his package. Apparently, there was a request that all packages under the...
last name "[redacted]" was to be forwarded to a new address. The request was made by Mr. [redacted]'s son who was relocating. Unknown to the post office that Mr. [redacted] still resides in the same area/ zipcode they automatically forwarded the package to his son's new address and was declared "delivered". After investigating the issue and reporting back to Mr.[redacted], he understood what happened and was happy to find a solution between us. We offered to remake the order for him at no cost and we would send out to him as soon as we can. As of the moment, we are still waiting for the order to be finished and we will send it out. We understand that Mr. [redacted] was frustrated when he first came to us stating that he never received the package although it was declared "delivered" but we were also investigating on our side and it took time for us to know what really happened. We thank Mr. [redacted] for his understanding and we are happy to help him with his issue.
We have already sent the order for Ms. [redacted] USPS issued us the tracking number of [redacted] for her package. We are still within the 11th business day from the allotted time frame for the processing and shipping of her order. She can expect it to arrive within 3 days time. We have fulfilled all terms of the sale according to our policies as stated in our website to which the customer agreed to when she made the purchase.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I appreciate their quick response and resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Even if it MAY be within the stated shipping time, Marvel Optics has neglected to provide sufficient customer support and communication to inform me as to the status of my order. Not only is it good customer service to let a client know when there is a delay or problem with their order, it is also common sense. If it is too much work for Marvel Optics to notify their customers of any and ALL issues with their orders, then they need to rethink the way they run their business immediately.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. My complaint has not yet been resolved, despite the response from Marvel Optics. I talked with a man named Miguel, who told me he would work on this, but as far as I know, the replacement has not been sent and I have not been able to get in touch with him since then (earlier this week). Certainly I am not surprised by this, and again, this complaint is not resolved. (I will not consider it resolved until I have a replacement in my hands)
[Provide details of why you are not satisfied with this resolution.]
Regards,
We apologize for the very delayed refund for Ms. [redacted] order. We had a few issues with refunding her order but we are working on it and we will be giving her the full amount for her order. There was just a slight miscommunication on our end thinking that we already gave Ms. [redacted] all the needed...
documents for her return but she never received them and when she finally got them, it was past her policy's time frame and she was worried about her refund but we could've considered it as it was an error on our side. As of date the refund has not been issued yet but we are working on it and making sure that she will get it at full amount.
We offer our sincerest apologies to her that she did not have a satisfactory experience with us. We are still hoping she would still consider us in the future for her eyeglass needs.
We would like to address the complaint set against us concerning the delivery of goods ordered and the refund of price paid for said goods that were said not to have been delivered.
After finding out that customer, [redacted], was indeed able to pay for her...
order, after her husband sent us an email inquiring about its current status,due to a technical glitch on our side, we immediately processed the order and aimed for it to be finished and shipped as soon as possible. Since the time frame for processing and delivery that they paid for will be not met with, we refunded to the customer the amount of $11.95 for First class shipping with tracking.
We try our best to respond to any of correspondence of our customers and if there were inquiries that we missed responding to from [redacted], we apologize. As soon as the order was ready to be shipped we, of course, gave special consideration and paid it to be shipped overnight shipping via USPS. We shipped it May 8 and expected it to arrive no later than May 10 but to our dismay it did not happen and we were not able to get a direct response from USPS why this was so. We paid the necessary fees and there was even an insurance from them that it would be overnight.
But nevertheless, we did not give false information about sending the frames. USPS does not update their systems real time so any update on their website is not accurate. When there was tracking information available we found out that it would be arriving May 12, Monday. On Monday, the customer, [redacted], called us asking that she be given a refund since the package did not arrive when they expected it to. Before a refund was agreed upon by our management, we checked again the tracker and found out that the package was delivered but was waived by the receiver on that same day, May 12. (Attached is a screenshot of the tracking page from USPS). We decided to just grant her the refund that same day. We have a screenshot of the transaction details of the refund worth $49.99 from Paypal.
We aim for total customer satisfaction and we are sorry that the customer had this experience with us. Our agents are trained to be always courteous and honest as much as possible and if the customer feels that she did not receive both, we apologize and will be using this experience to improve our customer relations.