Pembroke Investments

Hello,The customer never shipped the merchandise back to us, and if they didThey did not follow the instructionsI listed the return policy below.Our return policy states..In order to return an item you must first obtain a Return Merchandise Authorization (RMA) Returned items not accompanied by an RMA will not be acceptedTo request an RMA click here (expect response within 24-business hours)If you have any issues with the return authorization form, contact our customer service dept.Place the original package into a carton, not in any kind of envelopeThe RMA must be clearly visible and remember to include invoice or copy of original invoiceReturn unused items in its original packaging, including warranties and cleaning clothsIt must be returned in the same condition it was receivedSend authorized returns to address provided by customer serviceUse a traceable method shipping method since BetterEyewear.com is not responsible for packages lost in transitAll returned items are subject to a 10% restocking fee plus original postage, except exchanges or Returns for store credit are not subject to a restocking fee

We checked our databaseWe never had such an order and never charged this customerThe customer apparently opened a case for a wrong company

Peter Barbano placed an order at our companyAt that time, we had a special offer which added "free priority shipping" to all ordersIt clearly stated that "this coupon cannot be combined with any other coupon" However, the customer didn't follow our guidelines for this promotion and added a coupon which gave him an additional 5% offSince he already took advantage of promotion, we could not honor the 2nd coupon of priority shipping (which was clearly stated in our terms and conditionsHowever, since the item was on backorder, and FYI, he was informed all along about the progress of the backorder and each of our emails included the option to cancel if the wait is too longYet, he agreed to wait for the item despite the backorderBecause of the backorder status, we offered him Priority Shipping as a courtesy, even though he already took advantage of the additional discountUnfortunately, this was overseen by our shipping departmentWe agree that this was a mistake (apparently, the shipping department saw that he used another coupon in the order so they did not send it with Priority Mail) and therefore refunded the customer the difference in Priority shipping which was $to make up for this errorRegarding his return, The customer called to let us know that he would like to return the itemWe immediately issued a return authorizationIn the RMA email, it clearly stated that all returns MUST be made within days of receiving the Return authorizationAgain, the customer ignored our company policies and kept the item for a month(which he admitted in his own email to the Revdex.com)! According to our policies, we did not have to accept this return at all, However, we extended a courtesy and accepted the returnWe do not want to go into detail on the condition of the item when the return was received (full of smudges and clearly used), but instead I will continue to wonder how someone can keep the glasses for a 'month' and expect a refund in a 'day'Nevertheless, the item was due for a full credit refund that same day, but since he had already filed a dispute with his credit card company, we were notified by our merchant - not to issue a refund at that point because he has already been refunded by our bankTherefore, we were unable to manually give him a refundWe agreed to let the bank refund him in full, so, at this point, his credit card has been fully refundedIf there is anything else we can do to help, please do not hesitate to contact usThank you

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] I didn't expect anything different from themOnly one lense is scratched and not the otherWhen I said I dropped them, it's not like I do not take care of my glassesIt's not like I drop them all the timeIt's not like I drop them everydayI clean them regularlyWhen they're not in use, they're in my caseI am humanI wear a lanyard at work and hang them on my lanyard sometimesI've leaned over they fell down onto the floorThat's probably a couple foot dropAnd like I said, not everydayThese people talked me into buying the scratch resistant lensesIf both lenses had scratches on them, I wouldn't have even written in againBut because of the couple times I have dropped my glasses (again, I am only humanThings like "dropping things" happens lol) and the one lense they had to replace twice has scratches and the original lense I got or months ago doesn't have a single scratchThat speaks volumes to meMy original purchase date was 6/*/They finally got them right months ago, well I thought, obviously I was wrongIt's funny how they ignored the entire reasoning behind my complaintTheir response talks about the glasses I purchased months agoIm referring to the lense they messed up twiceAnd funny how because I complained they were so upset with meI would love for them to prove they sent my glasses back to me the 3rd time with the scratch resistant lenseLooking at my glasses, I can say I do not think they didOne lense has some scratches, the other doesn'tIt's obvious!! I have never dealt with a company that has poor service all the way aroundI don't expect them to be honest at allThe history of my purchase proves how they operate their businessIm sure they will just continue to screw people In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hello, We have ordered your exchanged frame from the manufactureWe will receive it by Tuesday and ship it to you right awayWe do apologize for this delayBest Regards,

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: It appears that the business did not completely research the issue and made claims in defenseI have attached response from your team that my RMA which I shipped my order back for an exchange was validIn addition, my tracking number on the return with a response from your team memberMy return has been with your company since last Friday ( business days ago) without any confirmation or next course of action on resolving my issue I have followed all directions provided by your company and still have not received a working productBefore responding to Revdex.com in the future, please completely research the issue Thank you,- [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Hello, There is no way we would be able to provide her full card information, because was the order is placed the card information, is erased out of our systemThe only information we can provide for her is the transaction ID number to show that she was actually refundedShe will have to dispute the charge with her cardWe do apologize for this, but on our end, and according to the bank, she was refunded Best,

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: Again, these people contradict themselves and outright lieI have dozens of emails to prove they only replaced the one lense, the right oneI WOULD LOVE TO SEE THEIR PROOF FROM THEIR SO CALLED "LAB" ***!!!! Not only did they only replace the one lense, they sell their scratch PROOF (As they just wrote in their last response) just as thatScratch PROOFYou can't sell a product saying it's scratch PROOF then say they're only scratch resistantAnd then say they're not guatanteed to workI take excellent care of my glassesThey are in excellent condition except the few lil scratches on the right lense, NOT THE LEFT LENSEI pray this whole back and forth from us is posted on the Revdex.com websiteAnd I do pray people learn to check this site like I have after dealing with this ridiculous companyI have no idea how they are still in businessOh wait, yes I doIt's because anybody can fool anybody in the world on the world wide web.They're liars!! They are thieves!! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hello, Our bank has investigated this refund transactionMarch [redacted] we credited the customer the amount of $There is no way we will be able to credit the same card twiceWe do apologize for the inconvenience, but our bank has insured us the credit was sent back to the card the purchase was made fromBest,

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 The company only allowed me to cancel this order once Revdex.com was involved The business response made it sound as the issue was with me but it was actually with them as customer service would not cancel the order and provided the same response over and over with no definite information ever given to me I will not use this business again Sincerely, [redacted]

Hello, This order was approved by our security systemThe billing address was 100% correct and customers are allowed to place orders as a giftThis is why the system did not flag the order as being fraudYou will have to dispute the charge with your credit cardThank You,Terri

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]

This customer purchased a pair of Vogue eyeglasses from our companyWe offered the customer the option of adding prescription which she acceptedWe filled the prescription exactly according to what the doctor prescribedPlease see the prescription in the first attachment Apparently, the prescription was outdated and she was well aware of it as she decided to visit another doctor for a re-checkPer the second attachment, it is clear that her prescription was wrong as the other optometrist prescribed her a different powerAs a courtesy, we offered to redo the lenses free of charge, despite the fact that the error was clearly not oursAfter we shipped the second pair out to her, she claimed she still could not seeWe advised her to check with the doctor again and if the prescription was indeed wrong, we will redo it for her "again" free of chargeWe sent her a pre-paid label so she can return it at our cost and get her lenses replacedThe customer refuses to return the pair of glasses which only makes it obvious that the prescription was indeed correct but she's just trying to swindle out another pair without paying for it.please see the attachments as evidence.Thank You!Dan

The tracking number shows the item was delivered but customers claims that the item was refused so we couldn't refund the customer until 1/ [redacted] when we got the item back now we have refund the customer in full

We received the glasses back todayOur lab is now closed, but we will start working on the glasses tomorrow morningThank you for working with us to resolve this issue

Hi, Our custmer placed a order on at our website [redacted] for D&G Glasses price was $when the order was placed we only AUTHORIZE this amount,however since the color was not in stock,and custmer only wanted a refund we VOID the transection on Thanks 01:13PM VOID $ [redacted] 04:17PM AUTHORIZE $ [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
the return policy stated on the Company's form and email I received does not match the website the website return policy offers a free one-time exchange the return policy states no restocking fees for store creditAs far as the prescription...I realized right away there was a problem with the glasses as my vision was distorted for distance and computer I took the glasses to my eye doctor to check the prescription Although the prescription matched what I had provided them, the progressive was "set too high" Meaning...I would have to wear the glasses hanging off the edge of my nose to see for distance.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: I received confirmation that they received my glasses on August *** They waited whole days, the very last day to respond through Revdex.com website, which only proves to me and I'm sure everyone that is allowed to review my complaint from beginning to end how unprofessional and incompetent this company is This company's employees show no sense of urgency whatsoever I should have had my glasses fixed, mailed back and in my possession by the *** They shouldn't have responded on the *** What a joke this company is I will never be satisfied with this company but I will approve their response once and only once I have the glasses I paid for THREE MONTHS AGO in my possession and only if their makeshift technicians read my prescription correctly If they are sent to me and I cannot see out of them, I just want a full refundThey should be paying me for my timeThis has been the most ridiculous purchase Ive ever made in my entire lifeThis company will fail They do business out of an apartment!!!! The Revdex.com will have less work to do once they do go out of business I should have already had these glasses I cannot, well I CAN believe I dont!!! I hope within the days they have to respond I receive my glasses I am just amazed by their business practice!!!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer has claimed that we sent her the incorrect frameNormally when a customer receives a incorrect frame we will send them a label to return itSince the customer took it upon herself/himself to ship the order back to usThere is no way for us to refund her for something we have
not charged her forWe will gladly give her a $store credit for another purchaseWe are willing to work with the customer to make her/him happy but unfortunately there is no ways we can refund her/him