Pembroke Investments

Hello, Unfortunately, because scratch resistant lenses are not scratch proofIf not taking care of the lenses will be scratchedIf the frame is dropped on the floorThe lenses can be prone to scratchesWe checked with our lab we are 100% sure the lenses are scratch proofWe redid both of the customer's lenses not just oneBoth lenses are made with the same materialSince the customer has not taking care of the glasses they are now scratchedThat is not covered under warranty. Best,

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
Hi there, I just received the check for $in the mail todayThank you for reopening my caseWe can permanently close it as it is deemed solvedLet me know if you need anything furtherThanks! ***
Sincerely,
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After checking on this we found that this was resolved and the customer was refunded in full on 4/**/if you need more info pleases contact me Thanks Dan

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 refund given to me is not what was previously offered in the correspondence through Revdex.com I did not receive $
The refund that was offered to me via the Revdex.com correspondence was $187.29. I will not except anything less than that. I would like a check mailed to my home address for that amount. If I receive anything less than that, or do not receive the check within business days, I will reopen the complaint with the Bureau. You need to comply with your own offer. See the transcript below.
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Hello,
The cost of the
lenses were $with the 7% discount that was used to place the order
There is a 50% restocking fee for the lenses as stated on the websiteSo you
will be refunded $If you wanted store credit for the lenses it would
still be $in store creditA total refund for frame and lenses would be
Frame $and lenses $A total of $187.29.
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. The business emailed me a return label but I don't feel I should have to use my time or money to print it outThe business still offers the frames they say they do not have on their websiteReturning my Christmas gift and getting a refund is not compensating me for their multiple mistakes.
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:
This answer is because when I emailed the return department for my RMA stating that I received the incorrect size, no UPS label was attached to the emailI am attaching a screen shot of the email indicating that I would be responsible for providing the tracking information, not the companyThey asked me to reply to that e-mail with tracking informationTheir website even indicates personal responsibility in using a traceable shipping method for returnsBeing given a UPS label provided by the company was never, ever an option relayed to meAll correspondence proves that I would be responsible for return shipping.
Sincerely,
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Hello, Our credit department has checked with the bank to make sure the check has not been cashedWe have reissued you another check and it was mailed out todayWe do apologize for this inconvenience. Best Regards,

Hello, I do apologize for this inconvenienceWe have refunded you the full amount of $50.95. Best,

Hello, We will refund you the amount of $that was emailed to you, on the original payment that was usedPlease see attachment for proofYou will see the funds back in your account within 3-business days. Best Regards,

After looking into this matter, we verified that the item that was shipped to the customer was the exact same item that was in the customer's orderFurthermore, we cannot find a single communication or email correspondence by customer to request a return authorizationIn order to return an item, a
customer must always fill out a return authorization requestHowever, since we offer a 100% satisfaction guarantee, the customer can always return the frame to our returns address at*** ***
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*** ** ***We have noted the customers account so a full refund will be issued once received.Thank You!

Hello, The policy for returns for a prescription order is a 10% restocking fee for the frame and 50% restocking fee for the lenses. The policy is stated on the website. I have also attached the policy to my response. Once we receive a prescription return, the returns department sends it to the...

lab to have them do a thorough inspection. The lenses that were in the frame matched the prescription that was given to us.  If the customer than wants to return the order for a refund a 10% restocking fee for the frame and 50% restocking fee for the lenses must be applied. We do apologize for the confusion.

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:

They are lying. I sent them my most recent prescription from my most recent doctors visit, which was new, not out of date. They sent me the frames with the lenses from my most recent prescription from my most recent eye doctors appointment.I could not see out of them.They convinced me that my doctor messed up my prescription.I'm not an eye doctor so I believed them when they told me that.I called that doctors office and they said it is not uncommon if the prescription is wrong and they would be more than happy to give me an appointment for a recheck. I explained all off this to better eye wear, step by step. But because I an a flight attendant and an not home that often I chose to call my previous eye doctor and ask them to send my prescription over to better eye wear because it was NOT expired. So they did. When I received my glasses,I could not see AGAIN! So at that point I realized it wasn't my doctors our their technicians, it was better eye wears fault. I have been going to the eye doctor since I was in elementary school. I have never in my life had to have a "recheck"'. So on my day off I went to my eye doctors and they tested the lenses that better eye wear sent me. My left eye was perfect. My right eye was read backwards, according to the doctor. So they refaxed them, with a note explaining what they did wrong. I then sent them a copy of the prescription and the note and asked for them to send me a new pair with the proper lenses and I will send them these never worn,because I cannot see out of them glasses in the box and I asked for a rerurn lavel. I have already paid to send the first pair back. All I am asking is for better eye wear to take the most recent prescription sent to them, which isnt MY most recent prescription, and send me glasses I can see out of. They said they cant because they need to conpare the lenses rhey sent. Why? Good question. They're not my prescription so what could they possibly be comparing? As you can see, neither prescriptions are out of date. I have never gone back for a recheck, as they say. It's a simple fix, if they take the prescription from pearle (attached with the note), make the lenses with the frames I paid for months ago and send them to me, I will send the wrong glasses back. They're going to get their glasses back regardless. I have tons of emails, back and forth from this company. There were many different proper that responded so I don't think they all collaborate or write notes in customers files. It really is an easy fix on.their part but they choose not to send the glasses that I ordered, not give me a full refund that I most certainly deserve
 
 
 
 
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 manufacture. We will receive it by Tuesday and ship it to you right away. We do apologize for this delay. Best 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 false claims in defense. I have attached response from your team that my RMA which I shipped my order back for an exchange was valid. In addition, my tracking number on the return with a response from your team member. My return has been with your company since last Friday ( 3 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 product. Before 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]

Peter Barbano placed an order at our company. At that time, we had a special offer which added "free priority shipping" to all orders. It 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% off. Since he already took advantage of 1 promotion, we could not honor the 2nd coupon of priority shipping (which was clearly stated in our terms and conditions. However, 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 long. Yet, he agreed to wait for the item despite the backorder. Because of the backorder status, we offered him Priority Shipping as a courtesy, even though he already took advantage of the additional discount. Unfortunately, this was overseen by our shipping department. We 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 $3.99 to make up for this error. Regarding his return, The customer called to let us know that he would like to return the item. We immediately issued a return authorization. In the RMA email, it clearly stated that all returns MUST be made within 7 days of receiving the Return authorization. Again, 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 return. We 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 bank. Therefore, we were unable to manually give him a refund. We agreed to let the bank refund him in full, so, at this point, his credit card has been fully refunded. If there is anything else we can do to help, please do not hesitate to contact us. Thank you

We agree that the customer should've received the refund for the item since the customer did not want to wait for the backordered item to become available (as the backorder date was postponed twice by the manufacturer). We just noticed (for some odd reason) the customer's emails went to spam,...

therefore we were unable to address the emails. We are now working closely with [redacted] to address the customer's concern and issue the refund. We apologize for any inconvenience caused.

Hello, Our bank has investigated this refund transaction. March [redacted] we credited the customer the amount of $209.95. There is no way we will be able to credit the same card twice. We do apologize for the inconvenience, but our bank has insured us the credit was sent back to the card the purchase was made from. 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:

[Your Answer Here]
I didn't expect anything different from them. Only one lense is scratched and not the other. When I said I dropped them, it's not like I do not take care of my glasses. It's not like I drop them all the time. It's not like I drop them everyday. I clean them regularly. When they're not in use, they're in my case. I am human. I wear a lanyard at work and hang them on my lanyard sometimes. I've leaned over they fell down onto the floor. That's probably a couple foot drop. And like I said, not everyday. These people talked me into buying the scratch resistant lenses. If both lenses had scratches on them, I wouldn't have even written in again. But because of the couple times I have dropped my glasses (again, I am only human. Things like "dropping things" happens lol) and the one lense they had to replace twice has scratches and the original lense I got 9 or 10 months ago doesn't have a single scratch. That speaks volumes to me. My original purchase date was 6/*/2016. They finally got them right 8 months ago, well I thought, obviously I was wrong. It's funny how they ignored the entire reasoning behind my complaint. Their response talks about the glasses I purchased 8 months ago. Im referring to the lense they messed up twice. And funny how because I complained they were so upset with me. I would love for them to prove they sent my glasses back to me the 3rd time with the scratch resistant lense. Looking at my glasses, I can say I do not think they did. One lense has some scratches, the other doesn't. It's obvious!! I have never dealt with a company that has poor service all the way around. I don't expect them to be honest at all. The history of my purchase proves how they operate their business. Im 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 do apologize for you receiving the wrong frame. We have sent you a return label on January [redacted]. Please return the frame and you will receive a full refund. As soon as you ship the frame back please let us know so we can look out for it. Once again we do apologize for the...

inconvenience.

Hello, We have refunded the customer on 03/**/2017. We also, double check with the bank to make sure the customer was credited. The bank has assured us the funds were release from our account to hers. We have a transaction number as proof of the credit which is [redacted] . I have...

also attached the credited transaction to this email as proof. We have done our part in refunding the customer. Thank You