Superior Propane Inc. (Lethbridge)

Greetings,It appears as though your order has been canceled and refundedWe do apologize for long wait, with the Halloween season coming up the theatrical lenses take longer than the usual wait timePlease do contact us again for a discount on your next lenses, you can use the code *** for a
discount on your next orderThank you very much,Lens Direct Customer Service Department###-###-####M-F 9AM- 5PM

Hi There!It looks as though your order has already shipped We would be happy to take those back, no problem!As long as they are not opened, you can ship those back to us free of chargeI can send you a shipping labelAll you have to do is paste it onto the box and ship it outIf you would like
to return those lenses please let me know.If you have any questions, we would be happy to assist you!Have a great day!The LensDirect Team ***M-F 9AM- 5PM EST

The original order was placed on May ***This order had the coupon ***, which took $off the orderIt was the promotion going on for Memorial Day at this time. The order was marked "Bad" on June *** because the order placed by the customer did not match what the doctor
prescribed. On June ***, *** cancelled the original order and replaced it to what she wanted to order and put her doctor’s phone number in for verification. Since this order was placed after the Memorial Day promotion, this means we no longer had that specific coupon/promotion. A LensDirect representative contacted *** to help understand and work out what happened after reading the Revdex.com inquiry. The representative offered to give *** $account credit and an extra 15% off her order for next time. *** denied this, saying that she wanted to be refunded the $to her card instead. Since our system does not work that way, the representative urged *** to take the offer because, in the end, she would be getting $off her next order instead of just $back. *** refused the offer once again, said that she would just do a $chargeback and hung up on the representative. As you can see, we are more than happy to work with *** to fix this and make her happy. We hope that we will be working on a solution soon.Thanks!Ryan Ryan A*** | CEO | The Stella Group** ***
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Hey there [redacted],Your order was placed over a weekend, we are closed over the weekend and the order was processed on Monday.On Monday we called the Dr.'s office to verify the order as the prescription you provided did not match what you are prescribed. The Dr. then contacted us back the following...

day to inform us that yes  you are ok'd for the Freshlooks.  The order was placed for the lenses and arrived to us the following day and shipped out that same day.  You had chosen the free first class shipping (5-6 business days for delivery) I show one of the lenses ordered arrived to you on the [redacted] (3 business days) well within the time frame given when placing the order. The second lens was shipped the same day the ([redacted]) and should have arrived the [redacted] as well. I show the [redacted] did not delivery the package until the [redacted].Unfortunately we have no control over the postal service once it leaves our location. What I can offer is free express shipping on your next order for the inconvenience. Thank you very much,Christina I[redacted]Customer Service RepresentativeLens Direct ###-###-####M-F 9AM- 5PM

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 and the matter has been resolved.
Sincerely,
[redacted]

We do not offer full refunds for any box that has been opened, but we will do, and what we have always done (in this case as well), is send a full replacement. Since both orders/boxes were opened, and worn, this puts me in a unique position. I’d be happy to offer a $20 account credit with...

guaranteed free shipping on something else Laura would like (once her new prescription is finalized) – but we can’t send two separate orders of contact lenses, pay for shipping, have both boxes opened, and give a full credit. That is an extreme ask, and unfair to the merchant. All the best, Ryan