Tryiton Eyewear

Brand new [redacted] frames were purchased for this customer who sent older frames that were unsound These frames were provided to the customer at no cost in spite of the stated policy of either providing any frame on our site at 50% or canceling the order The customer received this order on March 3rd

Complaint: [redacted] I am rejecting this response because:It is full of lies and I have proof of the liesHow dare you say I was rude to staff and threatened youI did no such thingYou have absolutely no customer service etiquetteThe first pair of glasses you guys sent were made in the WRONG FRAME and the second pair you sent were in the correct frame but the WRONG PRESCRIPTIONThere is not way to lie about this so I'm confused why you wouldAll I can say is how sad it is that you are this dishonestYou never lied on the phone with me just continued to play the blame gameInterestingly now that the Revdex.com is involved you sound like such a victimHow sad for you Sincerely, [redacted]

This customer placed an order for glass lenses It was explained that only two labs in the country produce glass lenses, and [redacted] lenses, the brand they chose take a minimum of 2-weeks Cust called and asked for discount and was given 12% discount after being very aggressive with our Lab Manager When he asked for an additional discount, we explained our margins do not allow for that and especially glass lens orders We do glass lenses more as a courtesy than a revenue maker He was notified several times regarding timing via e-mail.Honestly, we provided a service and good customer service that he could not get elsewhere.If he would like to reactivate the order, we would do soTo placate him, we would apply a 15% discount.Thank you for your time

The matter was resolved 1/21/ We apologize for the miscommunication and the lenses have been remade to the exact specifications at no cost to the customer.Please let me know if I can be of further assistance.Thank you,Stefanie R [redacted] Director of Operationswww.eyeglasses.com

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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I cannot in good conscience accept the company's response There are some fatal errors in this person's message: I was not offered any alternative product by the company I was not informed by the company that the product I ordered was discontinuedI wrote that I would contact the Revdex.com if the company did not refund by the end of the following business day; and the company didn't I checked inbox, trash and spam boxes before filing the complaint There was no email or refund from the companyWho are "they"? I am an individual I need the company to provide the copy of emails or other correspondences that show that the company indeed offered me an alternative productI feel this person dishonest and incompetent to handle this case I'd like to request someone senior to this person to respond to this message Sincerely, [redacted]

Unfortunately, UPS has lost the frames/package, which was beyond our controlWe attempted to refund the customer and cancel the order several times, speaking to the customer by e-mail and phoneHe refused and has repeatedly and adamantly requested that we continue with the order The frame has been reordered through a third party, which is not a vendor we do business with, but we are expecting shortly.The order will be completed per customer request as quickly as we possibly are able

Dear [redacted] We sincerely apologize for any delays, miscommunication, or lack of communication regarding your order.The order was canceled days per your request, and your credit card refunded in full ten (10) days ago on 3/21/ A confirmation e-mail was sent at that time, I do apologize if you did not receive as this was automated and could have been filtered by spam.The order originally looked to be fraudulent, as there was no payment information provided Once the credit card was added to the order, it was denied and the billing information/address did not matchI have included a screen shot of the transactions for you.Again, I am sorry for any inconvenience We would like to offer you a 15% discount on any future order Please use code: [redacted] Or contact me directly if you would like further assistance.Best, [redacted]

The customer was responded to within hours and FULLY REFUNDED They were offered an alternate product as the one they ordered was discontinued by the manufacturer We were waiting for their response when they e-mailed and stated if they weren't refunded within hours they would contact the Revdex.com They were responded to and refunded well within that time frame I do not think they looked at the account or read the confirmation e-mail reply before filing the complaint

Complaint: *** has repeatedly failed to respond to emails in a timely manner, often going several business days with no replyI should not have to nag a company who I am paying to provide a service to me to reply to my emailWith that said, I felt this was the only recourse I had to get action from the companyThe company offered ONCE To refund me, but never articulated clearly how I would get the UPS value of my frames, and really made it seem the only way to do this was for them to purchase the frames themselvesI kindly request that *** provide me regular updates in the process of this (such as today the frames were ordered, we heard from the 3rd party site on this day that it shippedWe are filling them now, we are shipping them now, etc), and a $credit which the company originally promised me for the time this has takenThis is frankly absurd.
Sincerely,
*** ***

We sincerely apologize for the delay with your order. This is a brand new line of frames that has just launched and a new company that has launched it!We have received some product, but they have very slow in shipping and in their response to our requests for updates. You have been
refunded in full. IF you are still interested in the product, I would like to offer you a 25% discount - our highest discount offered - on the frame when it does arrives, as it is expected within the next 1-weeks.You are not obligated, but please let me know if you would like to be notified when the frame arrives. Again, I am sorry for any inconvenience. We do appreciate your business,Best, Stefanie R***Director of Operations

The matter was resolved 1/21/16. We apologize for the miscommunication and the lenses have been remade to the exact specifications at no cost to the customer.Please let me know if I can be of further assistance.Thank you,Stefanie R***Director of
Operationswww.eyeglasses.com

Complaint: ***
I am rejecting this response because:They continue to completely make stuff up by describing me as aggressive and mean and in comparison, they say they are doing the customer a favor by allowing them to buy a pair of eyeglasses Ridiculous
Sincerely,
*** ***

“I purchased a pair of prescription glasses on the 3rd of the monthReceived them today days lateramount of time expectedOptician is the same amount of timeThe glasses were just as I expected and orderedI have the same frame for computer glasses and this time wanted a fun pair for everyday wearI ordered in PurpleI had a pleasant experience with Mark he was most helpful in helping me decide which lenses to go with for my prescriptionIf you want overnight then go to a local glasses store where they offer one hourBut if you want brand name frames and brand name lenses then eyeglasses.com is for youI reached out to another online store and no one got back to me when I asked for brand of anti- reflective coating and lensesI have been wearing designer high end glasses for many years and had no problem ordering onlineWill I do so again? Yes.”

Unfortunately, UPS has lost the frames/package, which was beyond our controlWe attempted to refund the customer and cancel the order several times, speaking to the customer by e-mail and phoneHe refused and has repeatedly and adamantly requested that we continue with the order. The frame
has been reordered through a third party, which is not a vendor we do business with, but we are expecting shortly.The order will be completed per customer request as quickly as we possibly are able

I spoke with the customer first thing this morning and the issue has been resolved.She has said she will remove the complaint immediately. Thank you for your time and Happy New Year! best, Stefanie R***

We sincerely apologize for any inconvenience to the customer regarding this order. *** *** account has been refunded in full. Please let us know if there is anything further we can do. The Customer is welcome to call me directly: ###-###-####. *** ***Director of Operations

Customer ordered a frame in June 2014, which has broken, but is not discontinued. We are working to find her a replacement

Complaint: ***
*** has repeatedly failed to respond to emails in a timely manner, often going several business days with no replyI should not have to nag a company who I am paying to provide a service to me to reply to my emailWith that said, I felt this was the only recourse I had to get action from the companyThe company offered ONCE To refund me, but never articulated clearly how I would get the UPS value of my frames, and really made it seem the only way to do this was for them to purchase the frames themselvesI kindly request that *** provide me regular updates in the process of this (such as today the frames were ordered, we heard from the 3rd party site on this day that it shippedWe are filling them now, we are shipping them now, etc), and a $credit which the company originally promised me for the time this has takenThis is frankly absurd.
Sincerely,
*** ***

This customer was called first thing this morning and replied to via e-mail. She has been completely unreasonable and threatening to our staff. She ordered and returned items, stating she was sent the wrong items, when she was sent exactly what in her order that she placed
online. We were generous enough to supply a return shipping label to get the items back when she threatened action again and then made lenses in the frames she chose. Again, saying it was not what she ordered, she returned them, at our cost and she was refunded in full.
She was sent an e-mail with a screen shot of the all of the transactions showing that she was refunded in full. I have attached a copy of the e-mail here. She is very rude and abrasive with several members of our staff.
Thank you for your time. This is very disheartening for us, as we are a company that works very hard to provide good, competent and kind customer service and some of these people are looking for a fight
Best,
*** ***