The Monocle Order, Inc.

[redacted] requested we return the lenses for the damaged frames she purchased from us originally, or reimburse her monetarily or a waived fee on new lenses. We opted to return the lenses as it was the...

cheapest and easiest option versus having new ones manufactured with prescription information.
We express mailed her the lenses in pristine condition at her request. We have not received any further correspondence following my email to her with tracking information, so we assume she has received the lenses and is satisfied with this outcome.

Review: On April [redacted], I received a pair of glasses that had been repaired by Monocle Order to find that the glasses had become crooked during this repair (they were not crooked originally.) After sending the glasses back to be fixed for the second time, I was notified on April ** that [redacted] was no longer working there and that my glasses had been lost. The lost glasses included purchased lenses from [redacted] and a purchased insurance plan which the Monocle Order had voided when one of their employees lost the original pair of glasses.

I did not received the new pair of glasses until May [redacted]. The new glasses consistently had lose screws and to be repaired at least three times throughout the summer, which one Monocle Order employee termed the result of poor craftsmanship. On September **, I sent my glasses in for repair via mail as I was no longer in the New York area. I heard back on September ** that the glasses were not able to be repaired and was offered 25% off on another pair. However, on Monocle Order's website, it reads: "The companies we work with do not offer warranties. What we do offer is a repair service where we will help you send them directly to the manufacturer to get them fixed or get a new pair." When asked if if they would be able to honor their code of conduct, [redacted] responded that there was a clear manufacturer's defect in the glasses and that he was sorry I "ended up with a lemon." He did not mention they would send a new pair, but said MO would try to repair the glasses.

On September [redacted] informed me that they would not be sending back the lenses. At this point, the original lenses I purchased for a significantly greater sum than Monocle Order lenses had been misplaced by an employee. In addition, due to a manufacturer's defect, my lenses could not be returned to me. Therefore, I asked for an exchange at least, so that I would not be being financially penalized for an employee's losing my glasses or a clear manufacturer's defect.

[redacted] responded with an email that was blatantly disrespectful to me as a customer and my needs. He stated that I would have to purchase a new pair of lenses. Monocle Order voided the insurance I purchased on my original pair of lenses at [redacted]. I was never compensated for the loss of premium lenses that I had bought insurance on. The purchase of the lenses & insurance which Monocle Order voided, at [redacted] amounted to $248.23.Desired Settlement: If the lenses cannot be returned to me in pristine condition, I do demand a reimbursement for the misplaced lenses I purchased from [redacted] or a waiver fee on a new set of lenses.

Business

Response:

[redacted] requested we return the lenses for the damaged frames she purchased from us originally, or reimburse her monetarily or a waived fee on new lenses. We opted to return the lenses as it was the cheapest and easiest option versus having new ones manufactured with prescription information.

We express mailed her the lenses in pristine condition at her request. We have not received any further correspondence following my email to her with tracking information, so we assume she has received the lenses and is satisfied with this outcome.