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Address: 2501 S Shepherd Dr, Houston, Texas, United States, 77019
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I ordered a prescription dive mask from See the Sea over one year ago. I received the mask on Jan 23, 2019. I notified them that the mask was too thick and they said to try it. I used the mask for the first time in Oct 2019 and they were unwearable. The prescription lenses they inserted poked me in the eye. I contact Josh immediately upon return from Indonesia and after a few unreturned emails, he finally said to send him the mask. I sent him the mask in Dec 2019 and that was the last I heard from him.
Howdy from See the Sea RX:
This is a first for us, as we have never received a single negative review or online complaint as we believe we go out of our wait to work with our customers including flying masks to customers for rush orders.
I am not sure if this goes directly to the person who filed the complaint or is filtered, so we are not quite sure who to address this to, but we are aware of this customer, and we have advised this customer that there are issues specific to her email address that has created communication issues and we request them to contact by phone or from another email address. This issue appears distinct to their email, as we have not had this reported with any other customer - issues include not receiving messages from the customer and the customer not receiving emails from us. We are not sure if this has occurred on our email server or the customer's. I have further searched our phone logs and do not see any phone calls from the customer this year. Again we request the customer call us to discuss or contact us from another email address.
Our ultimate goal is for the customer to be happy like our thousands of other dive mask customers starting from when our business operated in a living room years ago to now where we have become the number one provider of prescription dive masks in the world.
The current status of the customer's mask is as follows:
The customer requested a specific type of mask which is ultra low volume. The lenses produced in her prescription were found by her to be too thick and sent back after a dive trip.
The customer stated she did not want another dive mask model, as this one fits her.
As such, we have had to request special ultra high index glass from a European lab that cannot be produced here in the United States as repeated attempts to produce thinner glass in the United States has produced only marginal results.
The expected arrival of the high index glass is 2/13 as last notified by our supplier.
IF the customer would like a refund instead of the thinner lenses in their mask, we are happy to provide one. It can be requested by calling us or by messaging us through this portal if that is possible.
It is still possible, that due to the ultra low volume nature of the customer's mask, the thinner lenses will still not be thin enough for her satisfaction, but we will not know until we receive the ultra high index glass which we have acquired at a high cost to us.
We request again that any communication regarding this, the customer is welcome to call us anytime and I believe she has several of our phone numbers including a cell phone number, or email us from another email address, OR through this portal.
We are open 11-7 CST, but after hours calls roll to Josh & Robert's cellphones depending on the day, and we try and answer calls 24/7.
Howdy from See the Sea RX:
This is a first for us, as we have never received a single negative review or online complaint as we believe we go out of our wait to work with our customers including flying masks to customers for rush orders.
I am not sure if this goes directly to the person who filed the complaint or is filtered, so we are not quite sure who to address this to, but we are aware of this customer, and we have advised this customer that there are issues specific to her email address that has created communication issues and we request them to contact by phone or from another email address. This issue appears distinct to their email, as we have not had this reported with any other customer - issues include not receiving messages from the customer and the customer not receiving emails from us. We are not sure if this has occurred on our email server or the customer's. I have further searched our phone logs and do not see any phone calls from the customer this year. Again we request the customer call us to discuss or contact us from another email address.
Our ultimate goal is for the customer to be happy like our thousands of other dive mask customers starting from when our business operated in a living room years ago to now where we have become the number one provider of prescription dive masks in the world.
The current status of the customer's mask is as follows:
The customer requested a specific type of mask which is ultra low volume. The lenses produced in her prescription were found by her to be too thick and sent back after a dive trip.
The customer stated she did not want another dive mask model, as this one fits her.
As such, we have had to request special ultra high index glass from a European lab that cannot be produced here in the United States as repeated attempts to produce thinner glass in the United States has produced only marginal results.
The expected arrival of the high index glass is 2/13 as last notified by our supplier.
IF the customer would like a refund instead of the thinner lenses in their mask, we are happy to provide one. It can be requested by calling us or by messaging us through this portal if that is possible.
It is still possible, that due to the ultra low volume nature of the customer's mask, the thinner lenses will still not be thin enough for her satisfaction, but we will not know until we receive the ultra high index glass which we have acquired at a high cost to us.
We request again that any communication regarding this, the customer is welcome to call us anytime and I believe she has several of our phone numbers including a cell phone number, or email us from another email address, OR through this portal.
We are open 11-7 CST, but after hours calls roll to Josh & Robert's cellphones depending on the day, and we try and answer calls 24/7.
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.
It is interesting that they say they notified me that they were not getting my emails but then they emailed me to send back the mask and we had an ongoing conversation via email about the possible options. Once they received my mask back, I never heard anything further from them, not by email or phone call stating that they received the mask that they requested I send to them. I also notified them that I would be out of the country and have been in Portugal for over a month. Given they are an online company, they should be able to respond to email or work through email. I have used multiple email addresses with them. If they are willing to submit a refund, then I will accept that resolution and I will find my prescription mask elsewhere. I don't feel that their email response was an adequate resolution.
Regards
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.
It is interesting that they say they notified me that they were not getting my emails but then they emailed me to send back the mask and we had an ongoing conversation via email about the possible options. Once they received my mask back, I never heard anything further from them, not by email or phone call stating that they received the mask that they requested I send to them. I also notified them that I would be out of the country and have been in Portugal for over a month. Given they are an online company, they should be able to respond to email or work through email. I have used multiple email addresses with them. If they are willing to submit a refund, then I will accept that resolution and I will find my prescription mask elsewhere. I don't feel that their email response was an adequate resolution.
Regards
The customer has contacted us from a separate email, and we have responded. We are waiting their response as to how to proceed.
The customer has contacted us from a separate email, and we have responded. We are waiting their response as to how to proceed.