Sunglass Garage

If I could give this company 0 stars I would.

Ordered Sunglasses from Sunglass Garage on Nov 9th. When I ordered the sunglasses it said that it could take 2 - 6 weeks for the sunglasses to arrive.

On December 20th (after waiting the allotted time) I started to contact the seller to see about my order. I contacted Ted by the text number on the website, the email address on the website, I called the "customer service" number each route was tried multiple times, with NO reply. On January 3rd, (after filing a complaint with the BBB, I received an email stating that my order was on pre-order and that it would take another 2 - 6 weeks for them to arrive. After reciving this email I went online to see if I could buy these sunglasses from another company.

EVERY OTHER COMPANY SAID THESE SUNGLASSES WERE NO LONGER MADE AND THEY WERE ALL OUT OF STOCK. I inquired to Ted about this, and much to my surprise I received an email almost immediately. He stated "We source hard to find frames directly from the manufacturers. Some of these will ship from the factories over seas hence the reason it can take some time.

We always update our customers as the ship date gets closer. Just because a frame is no longer available at retail does not mean we are not able to get them. We have hundreds of satisfied customers that use this program and service".

If the manufactures no longer sell these frames to other companies why would they sell them to one company in Arizona.

This was all to suspect for me. So I decided to cancel my order.

After sending my email to Ted to request cancellation, it again was done almost immediately, when thanking him for doing this I asked him about the refund I should receive as the company charged my credit card on the day I ordered. He said that it was most likely an authorization hold and it should come off within 1 - 2 days. My credit card statement showed that it was indeed a full transaction and now 6 days later I still have no refund.

I have emailed Ted EVERY day about this refund, and again SURPRISE SURPRISE I have not received a response from him again.

This is stealing. I am VERY unhappy and will be filing another complaint with the BBB and will be placing this review on EVERY site I can to stop people from losing their money as well.

I placed an order on 4/17/19 for 2 pair of sunglasses. After 3 months, I had not heard or received anything from the Sunglass Garage although they had taken my money. I contacted the company and received 1 of 2 pairs of sunglasses. After over 5 months I checked in again and requested either a refund or to be sent my second pair of sunglasses. I was told a would receive a refund by the end of the day. It has now been over 6 months and no refund, despite repeatedly contacting the company by text and email. When I am able to contact someone at the company, I receive empty promises and I am doubtful I will receive a refund. I plan to let the online community know about my experience until it is made right.

[redacted] - [redacted] - Called and RefundedOur company has a Wait List Program called a Pre-Order This program allows a customer to order a hard to get item and holds their place in line to get them In this instance it was a Customer from Canada All International Cards are automatically charged due to exchange rates She no longer wanted to wait so we attempted to refund her but for some reason our credit card processor could not get it approved through the foreign bank I have to say we could have done a much better job expediting this process because it took a long time to resolve We believe we have the problem solved so this should no longer be an issue Bottom line once I got involved I personally paid for it until I could get our Bank to refund us She was called, apologized too and was issued a full refund.In closing we truly try our best to satisfy all of our customers needs In the years we have been in business these are the only complaints we have ever received so I do not feel it is a true depiction of who we are as a company We love our Customers and Products and it is our job to make them happy, it is at the core of what we do

*** - *** *** - Called and RefundedThis is one of our repeat customers who never got a refund from us on one of the items she returned. It looks like we had some confusion on an exchange. She had asked to get a larger size which we were happy to do for her. She then
decided she just wanted a refund and then re-ordered another pair. Long story short we contacted her and apologized to her for the confusion and she received a full refund. And better yet she has her new Sunglasses and is still a valuable customer

[redacted] - [redacted] - Called and RefundedOur company has a Wait List Program called a Pre-Order.  This program allows a customer to order a hard to get item and holds their place in line to get them.  In this instance it was a Customer from Canada.  All International Cards are...

automatically charged due to exchange rates.  She no longer wanted to wait so we attempted to refund her but for some reason our credit card processor could not get it approved through the foreign bank.  I have to say we could have done a much better job expediting this process because it took a long time to resolve.  We believe we have the problem solved so this should no longer be an issue.  Bottom line once I got involved I personally paid for it until I could get our Bank to refund us.  She was called, apologized too and was issued a full refund.In closing we truly try our best to satisfy all of our customers needs.  In the 6 years we have been in business these are the only 2 complaints we have ever received so I do not feel it is a true depiction of who we are as a company.  We love our Customers and Products and it is our job to make them happy, it is at the core of what we do.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I confirm that I have now received a refund. I do, however, maintain a certain level of my complaint given that it took months to resolve and the company only responded to me once I complained to Visa and they initiated their resolution process.
Regards,
[redacted]

[redacted] - [redacted] - Called and Refunded
This is one of our repeat customers who never got a refund...

from us on one of the items she returned.  It looks like we had some confusion on an exchange.  She had asked to get a larger size which we were happy to do for her.  She then decided she just wanted a refund and then re-ordered another pair.  Long story short we contacted her and apologized to her for the confusion and she received a full refund.  And better yet she has her new Sunglasses and is still a valuable customer.

[redacted] - [redacted] - Called and RefundedOur company has a Wait List Program called a Pre-Order.  This program allows a customer to order a hard to get item and holds their place in line to get them.  In this instance it was a Customer from Canada.  All International...

Cards are automatically charged due to exchange rates.  She no longer wanted to wait so we attempted to refund her but for some reason our credit card processor could not get it approved through the foreign bank.  I have to say we could have done a much better job expediting this process because it took a long time to resolve.  We believe we have the problem solved so this should no longer be an issue.  Bottom line once I got involved I personally paid for it until I could get our Bank to refund us.  She was called, apologized too and was issued a full refund.In closing we truly try our best to satisfy all of our customers needs.  In the 6 years we have been in business these are the only 2 complaints we have ever received so I do not feel it is a true depiction of who we are as a company.  We love our Customers and Products and it is our job to make them happy, it is at the core of what we do.

[redacted] - [redacted] - Called and Refunded
This is one of our repeat customers who never got a refund...

from us on one of the items she returned.  It looks like we had some confusion on an exchange.  She had asked to get a larger size which we were happy to do for her.  She then decided she just wanted a refund and then re-ordered another pair.  Long story short we contacted her and apologized to her for the confusion and she received a full refund.  And better yet she has her new Sunglasses and is still a valuable customer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I confirm that I have now received a refund. I do, however, maintain a certain level of my complaint given that it took months to resolve and the company only responded to me once I complained to Visa and they initiated their resolution process.

Regards,

[redacted] - [redacted] - Called and RefundedOur company has a Wait List Program called a Pre-Order.  This program allows a customer to order a hard to get item and holds their place in line to get them.  In this instance it was a Customer from Canada.  All International...

Cards are automatically charged due to exchange rates.  She no longer wanted to wait so we attempted to refund her but for some reason our credit card processor could not get it approved through the foreign bank.  I have to say we could have done a much better job expediting this process because it took a long time to resolve.  We believe we have the problem solved so this should no longer be an issue.  Bottom line once I got involved I personally paid for it until I could get our Bank to refund us.  She was called, apologized too and was issued a full refund.In closing we truly try our best to satisfy all of our customers needs.  In the 6 years we have been in business these are the only 2 complaints we have ever received so I do not feel it is a true depiction of who we are as a company.  We love our Customers and Products and it is our job to make them happy, it is at the core of what we do.