Oakley Inc

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I have reached out to Stephanie Martinez directly as indicted in her email, to include two voice messages left on her voicemail without success
Regards,
*** ***

Hi,
I just spoke to the customer and let her know that we processed a full credit back to her card and are sending out her new glasses at no charge
Thanks,
***

I've contacted our warehouse to have this order pushed through and shipped out

Hello, We have cancelled the item manually and reversed the authorization on the credit cardThe pending authorization should drop off in about 3-business days.Thanks!

We have set up a Warranty claim/exchange for this customer

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 meThe business has refunded my money. This complaint is resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***3, and find that this resolution would be satisfactory to me.
I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hi,I called to speak with *** regarding this situation We resolved it by sending replacement lenses at no charge for the inconvenience This should alleviate having to be without the product since he often gets migraines Once he has received the product, and is satisfied with
it, this matter should be resolved Please let me know if there are any questions or concerns.Best Regards,*** ***

Complaint # ***The customer did receive an incorrect email stating a larger discount but a follow up email was sent to correct the errorThe customer did not qualify for the discount stated in the first email (error) but did qualify for $off of $or more

Hi ***,
I looked into the notes from warranty and it appears the water damage was consistent with the crown not being pushed in all the way and this is not covered under warrantyI understand the cost was relatively high so I am offereing to do the repairs for $which would be a
little less than 1/of the original repair cost
Please feel free to respond to me directly at *** or *** and I can get this set up for you
Regards,
*** ***
Customer Service Supervisor

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. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I would gladly return that stupid watch if I had received it the first timeAs for local law enforcement I need Oakley to provide me with the case number so I can go in to the police department and talk to the investigator it was assigned to I am going to file a local police report against oakley for fraudOakley needs to prove that all these items they are claiming I stole were actually in the packageThe package was tampered with, I never said it wasn't Oakley needs to file an insurance claim with fedex since thats the watch thats missingI returned the UPS oneI am unable to file a claim since I'm not the shipper and the the time frame is pastI would like to see oakley in courtIll sue for Court costs, damages, and attorney feesThis is my last message to oakley

Hi ***,I am sorry to hear about the issues you were having with your son's glassesWe were able to reach out to Clarkson Eyecare as they are the Oakley Authorized dealer from which you made the purchase. They have advised us of the numerous times they attemtped to rectify the situation
including replacing the frames at no chargeAt this point the damage caused to the glasses is not deemed to be a manufacturer defect and no further replacements will be provided by Clarkson Eyecare or Oakley at no charge.If you would like to purchase a new pair, you can contact Clarkson Eyecare to restyle him in a pair that may be a better fitThey can go over pricing with you at the same time Regards, ***

Hello, Because the customer received something that he felt was not what was portrayed online when the item was purchased, I honored his request for a discount, in the amount that was asked for If there are any questions or concerns, I ask that the customer contact us at
[email protected], or for faster service, please call 800.403.7449. Best Regards, *** ***
Supervisor, Oakley Customer Care

Hi ***,
The watch you have was discontinued on 12/31/2005, which is yrs agoWe simply are not able to keep parts foreverI wish we would have been able to fix the watch for youWe offer all customers with a discontinued watch our upgrade program with 35% of the retail value of the watch towards a new watchWe should have offered you $off a new watch but I took it to a bigger discount and said 50% off any watch including the watches on our vault website
At this time this is the only offer we can give you at as we no longer have parts to service the TimeBomb watch
You can reach me directly at *** or ***
Regards,
*** ***

We will be working with the customer and LensCrafters to have the defective lenses sent back to Oakley and remade for the CustomerThe customer seemed satisfied with this resolution

the website address is http://www.oakley.com/en/search?text=wiretapThe price for the tungsten model (it's the one with the brown lenses) lists as $on that page (assuming the copy/paste worked correctly), but it is impossible to purchase that model for that priceApparently this same
inaccuracy is reflected on many other models as well, or at least that's what the person who works for Oakley that I spoke with on the phone saidShe said that Oakley purposefully designed their site that way

Hi,
This customer has a history of ordering product and then calling to say it was never received even though it always showed delivered on the shipping carriers website. I will list out the history below and show why we did not credit him for the watch that we know was received by him....


10/4/2012 - customer ordered Half Jacket 2.0 glasses for $120.00 which was delivered on 10/9/2012. Mr. [redacted] called on 10/12/12 to say he never received it. Per our policy we shipped out a new pair at no charge.
1/17/2013 - customer ordered Jupiter Factory Lite glasses for $280.00 which was delivered on 1/22/2013. Mr. [redacted] called on 1/22/2013 to say he never received it. Per our policy we shipped out a new pair at no charge.
   On 2/1/2013 customer called to say he didn’t like the fit and wanted to return them for a credit. 1 pair was returned and credit for $280.00 was given.
2/26/2013 - customer ordered Custom Racing Jacket glasses for $310.00 which was delivered on 3/11/2013. Mr. [redacted] called on 3/11/2013 to say he never received it. Per our policy we were going to ship out a new pair, but Mr. [redacted] called back and stated he would just like a refund. He said he went to an Oakley store on 3/11/2013 and purchased another pair.
10/14/2014 - customer ordered a Minute Machine watch for $1495.00 which was delivered on 10/15/2014. The watches are packaged here and then sealed with a red tamper resistant label with a serial number on it after watch is placed inside. Mr. [redacted] called on 10/15/2014 to say that when he opened the sealed box the watch case was empty. He was asked if the package had been tampered with and he acknowledged that all seals were intact and nothing had been tampered with. This high dollar amount should have been investigated before reshipping another one, however a supervisor on the floor agreed to send him another one at no charge.
   On 10/17/2014 we reshipped a new Minute Machine watch valued at $1495.00 which was delivered on 10/21/2014. Mr. [redacted] called on 10/24/2014 to say he never received the watch, he then said that he would just like a refund. At this point I ([redacted]) became involved and after researching his order history found that he does this every time he orders. I called the customer and advised that because he stated both watches were not received that I would need to involve our corporate security team and his local law enforcement. This is standard procedure for this high dollar amount. Mr. [redacted] called back later that day to say that his mother had the package and forgot to give it ti him. I verified the weights of both shipments in our order system, UPS and FedEx and all weights matched which means both watches were received by the customer.
He sent one of the watches back thinking that I would give him a refund but working with my corporate security team (who is aware of this situation) we just wanted to recoup at least one of them back. I did tell Mr. [redacted] after receiving the watch that we would not be giving him a refund.
He did state that his bank had closed but it was closed before this incident happened. According to Mr. [redacted] he had other issues and needed to close it.
At this time we will not be giving Mr. [redacted] a credit unless he returns the watch to us. Please feel free to reach out to me directly at [redacted]
Regards,
[redacted]

Discussed issue with customer and she is sending her glasses in for evaluation and ordered a new pair of glasses over the phone. Customer seemed satisfied with the resolution.

As a one time courtesy I have submitted a credit in the amount of $45.00 for the cost of the lenses. You should see this credit in the next 3-5 business days.
 
Regards,
[redacted]