Shades Zone

Review: I believe this business is a scam. Prior to and after placing my order for a pair of Ray-Ban sunglasses with Shades Zone, I attempted to contact the business several times via their website message board, email address and phone number. I did not receive any response from them through email or through the message board. The message board simply gave me an automated response. The phone number they provided on the website is invalid and I was not able to get through to them. After my purchase I did receive an order number via email, but have not heard anything from them since. I did not get a tracking number for my order. At this point, I decided that it would be best for me to attempt to cancel my order, since my order showed still showed "processing" through my online account with Shades Zone. I then filled out the form on their website requesting exchanges and refunds. The page stated that they would send me a confirmation email about my refund request. They did not. I decided to do research on the company and read reviews in order to see if anyone else had similar problems. Every review I read about Shades Zone was negative and reflected poorly on the business. In addition, each complaint stated a problem similar to mine and included descriptions about customers not receiving orders or refunds and not hearing back from the company after contact was attempted. One review suggested that they were finally able to get through to the company through Facebook messaging them. I tried this and once again was unsuccessful.Desired Settlement: I would like a refund of the full amount I paid for my purchase from Shades Zone as soon as possible.

Review: I ordered a pair of $150.00 sunglasses from this retailer at the end of December. I provided my address, payment was taken and the retailer promptly provided me with a USPS tracking number. However, the glasses never arrived and the USPS tracking states that they were "undeliverable as addressed" and slated for return to sender. I have obtained a letter from the USPS confirming that I never received the item (and also that I provided the correct, and valid address to the retailer)and the retailer was also provided a copy of this letter. I have been chasing the retailer for over a month to try to resolve this matter. Initially I would have been happy just to have a replacement pair, but so much time as elapsed, I had to get another pair of frames (these were for Rx lenses) so have requested a refund. Each time I email the retailer he puts me off, most recently telling me that his own USPS investigation would be complete on 01/30 (over a month after my order was placed) and he would get back to me then. He has not. I have emailed repeatedly requesting resolution and refund and I wait 3 days to a week for a reply each time and often must send multiple messages. Now, it seems, the retailer is ignoring me completely. I have pointed out to the retailer that the problem seems to be between him and the USPS as I didn't box, or address the package (which the USPS states was 'undeliverable as addressed" but he refuses to acknowledge this and will not provide a refund. This is exceedingly unsound business practice that amounts to the retailer stealing my money.Desired Settlement: I would like a full refund of the $150.00 purchase price please.

Business

Response:

The customer is correct in stating that she made a purchase at Shades Zone. She also claims that she did not receive an item by USPS. Prior to making a purchase, the customer has asknowledged reviewing our Delivery / Returns policy. A copy of the policy is attached. The customer has agreed to the policy prior to making by signing off on all of the items. It clearly states that "Keep in mind that Shades Zone is not responsible for lost or damaged shipments, as well as any customs issues or taxes. " However, the customer has made an attempt to obtain a refund. We went outside of our policy and have opened a case with USPS on 01/24/2013. At the same time, the customer started making unreasonable demands of requesting obtaining a full refund, thus violating the previously-agreed policy. A case is still pending with USPS. However, that should not change the agreement and the policy of our store. In addition, we went outside of our regular service offerings by providing help and support with USPS case. The customer was notified of a pending investigation and was being kept up to date on all proceedings. In addition, we did offer the customer a chance to obtain a refund once the frame is found and shipped back. However, at this time USPS neither confirmed nor denied that the frame was delivered to the customer.