Replacement Lens Express LLC

We are very sorry for the delays / back-and-forth communication that you experiencedAt this time, you have received a full refundIs there anything else that you would like from us at this time? I'm not sure what your desired response is here.Thanks!RLE Staff

Complaint: [redacted] I am rejecting this response because:Per [redacted] | [redacted] , email dated 04/01/2015:"Unfortunately, Replacement Lens Express is not an Authorized [redacted] Eyecare Professional and in addition is an online retail websiteIf they are able to get our product, they would not be able to benefit from our manufacturer warranty that we extend to our Authorized Wholesale Laboratories who in turn extend the warranty to the Authorized Eyecare Professionals." Regards, [redacted] | [redacted] Sincerely, [redacted]

I am so sorry that you have had such a negative experience with usWe recently had an employee leave suddenly and several frames were lost during this transitonWe are working towards recovering all of these frames / making amends with customersPlease contact me directly at [redacted] so that I can work with you towards a solutionThank You, [redacted]

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 Sincerely, [redacted] ***

***, please email us directly at *** with your shipping address and a breakdown of the requested refund and we will grant it IMMEDIATELYThank you for your patience

We apologize for the difficulties in processing this orderThe lenses did not pass our rigorous quality inspection process, hence the delays. He then called Joy and asked to have his order cancelledHis order was then cancelled and his frames were sent back to him last night; Next Day Air

Hello, Just wanted to inform you that the above-referenced claim which I filed with you on Replacement Lens Express has been resolved by them filling my order and delivering my frames. Thank you so much for your assistance in this matter. I feel certain that it would not
have been resolved otherwise. It is a shame that it took having to file the complaint to get them to respond and I can't imagine the many more people that must be trying to get a response from them. They are now requesting that I leave positive feedback for them because they shipped my frames back with "overnight" shipping! Thank you again, *** ***

The lab which we use is an authorized vendor

Complaint: ***I am rejecting this response because: RLE has claimed
that they are "indeed an authorized *** retailer: Based on my direct inquiry with the
manufacturer of *** products (*** ** ***) regarding the specific
lenses purchased from RLE *** ** *** has denied any warranty coverage and responded with the following: "Unfortunately, Replacement
Lens Express [RLE] is not an Authorized *** Eyecare
Professional and in addition is an online retail website If they are able to get our product, they
would not be able to benefit from our manufacturer warranty that we extend to
our Authorized Wholesale Laboratories who in turn extend the warranty to the
Authorized Eyecare Professionals." - *** ** *** - *** *** ***
(email dated 04/01/15) RLE has claimed
that they "use an optical lab based in *** and this lab is authorized [by
*** ** ***]" and has paperwork to prove it Any such paperwork should be produced for
review The lenses received from RLE
appear to have a resultant green hue, which is not indicative of ***
***, which leaves a resultant color in the blue hue (per *** ** ***). Further, based on my direct
inquiry with the manufacturer of *** products (*** ** ***), regardless
of whether the lab is, or is not approved by Essilor; in this case, the
retailer (RLE) is not an "Authorized" *** retailer - thus, *** ** *** will not warranty the '***' coated lenses sold by RLE "The online retailer you decided to
purchase your lenses through could be getting their products from anywhere They could be legi***ately selling ***
products by working with an wholesale lab that manufactures *** products,
it's hard to say Most retailers that
sell our products that are not Independent Eyecare Providers are only able to
get there hands on older lens designs and discontinued products no longer being
mass produced or advertised in recent media and print The new products and warranties are only
exclusive to our authorized Eyecare Providers." - *** ** *** -
*** *** *** (email dated 04/02/15) RLE has admitted
to other erroneous charges for coatings and edge polishing totaling $ A partial refund has been offered, but not yet
received RLE should issue a business
check payable to the original purchaser per the information already in their
possession.Summary: I have
contacted RLE via voice mail, numerous emails and have completed their online
return form (beginning 03/05/15) in an effort to resolve these issues, only to
be ignored. At least, I expect a partial
refund for all alleged coatings and polishing ($243.50) and will accept the
lenses as is; or, a full refund upon return of the lenses ($833.20). (1) RLE has admitted to over charging for
various coatings and polishing totaling $which has not been refunded (2) *** ** *** (manufacturer of ***
products) has denied any warranty coverage on *** products sold by RLE, totaling
$paid to RLE under presentences.*** ** ***
*** *** *** *** ** ***
***
Sincerely,
*** ***

This order has been refunded in full via the *** Chargeback Dispute Resolution Center on 4/20/We are sorry that we could not fulfill your frame order

We are so sorry for the delay ***! We just put the job into process and will be keeping in touch with you very closelyPlease email *** at *** if you have any additional questionsWe are making your job a priority and we truly appreciate your patience!

Hi *** / ***,
I am so sorry that your email has gone unansweredPlease contact the president of this company at *** so that your concern is elevated and we will resolve your issue asap
Thank You!

***, we are indeed an authorized *** retailerRLE uses an optical lab based in *** and this lab is authorizedWe can also show you the paperwork which proves the products that you paid for are what you receivedI do see that you overpaid for coatings to the tune of $50, as well as the
edge polish so I would be happy to refund this amount to youAs it has been over days, we would have to issue you either a refund check (in which case please let us know if you would like to send it to the address on file), or we can send you the funds via *** (in which case please send us the email address associated with your *** account.) You can discuss these issues / reply to us at *** We look forward to working with you towards resolving your issues
Thank You!

We ordered this frame and we are waiting for it to come inWe will be shipping it out to you shortly ***!

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Per [redacted] | [redacted], email dated 04/01/2015:"Unfortunately, Replacement Lens Express is not an Authorized [redacted] Eyecare
Professional and in addition is an online retail website. If they are able to
get our product, they would not be able to benefit from our manufacturer
warranty that we extend to our Authorized Wholesale Laboratories who in turn
extend the warranty to the Authorized Eyecare Professionals."
Regards,
[redacted] | [redacted]
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

“We have actually located your missing frames and are rushing your job. We are happy to offer you free AR coating for your troubles. Your tracking number has been logged into our admin system, and the [redacted] website says that they were received on Tuesday, April 21 at 1:58pm

We are very sorry for the delays / back-and-forth communication that you experienced. At this time, you have received a full refund. Is there anything else that you would like from us at this time? I'm not sure what your desired response is here.Thanks!RLE Staff

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.
Sincerely,
[redacted]