Otticanet-Star USA inc

We are sorry for what happened with this order.Here is what we did to try and solve the issue:- we reply within business day to each emailWe replied within hours to request for the lenses (USD) sending the instructions for the payment;- we explained the credit card was not charged at that time as we process the charge when the order is dispatched;- as soon as we receive the payment for the lenses, the order was processed;- we received a return request for a general dissatisfaction with the glasses, therefore we provided a link to our Return Policy and return instructions as well;- we received a complaint about the lenses after the return instructions have been sent and we request additional information about it, which were not provided;- once return was received and processed, both frame and lenses have been double checked and tested by our optician who confirmed the lenses were correct.As per our Return Policy, we have refunded the price of the frameWe remain at disposal for any further information.Kind Regards,DraganaOtticanet.com

Complaint: ***
I am rejecting this response because:At the time of lens purchase I was not informed the item was non-refundableI attempted to cancel the whole order prior toshipment and was never provided explicit return policy details.Their website homepage states: “Satisfaction Guaranteed! days return policy”.Stop misleading customers if this is not your policy then state the policy on the front page
Regards,
*** ***

[redacted] 
[redacted]
Dear [redacted],I am writing you about the above-mentioned case filed by [redacted] about a returned item purchased from...

www.otticanet.com, order number [redacted].The return has been inspected and the lenses, which the Customer claimed were incorrect, have been double checked and tested as well by our optician.Lenses appear to respect the values provided by the Customer. For this reason, as stated in our Return Policy section https://www.otticanet.com/en/otticanet/return-policy/ , the price of the lenses has not been refunded.Attached the last email we sent to the Customer about the refund.I remain at your disposal for further questions.Kind regards,-- [redacted]

Complaint: [redacted]
I am rejecting this response because:full disclosure of return policy was not provided at time of payment purchase.
Regards,
[redacted]

[redacted] 
[redacted]
[redacted]
[redacted]
Dear [redacted],I apologize for the late reply but have just received the letters you sent us.In case of further claims, I...

kindly ask you to contact us using this email [redacted] I am writing about the above-mentioned case ID filed form Customer [redacted] for an item returned following a purchase made on www.otticanet.com, order [redacted].The issue has already been settled and the Customer has been refunded for the lenses as well.Attache you find a copy of our last email to her confirm the full refund.I remain at your disposal further questions.Kind regards, -- DraganaStar Srl[redacted]