Tryiton Eyewear

Complaint: ***
I am rejecting this response because:This is the same response word-for-word as their first one I told you - they are the ones who are rude
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
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, *** ***

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

Complaint: ***
I am rejecting this response because:After almost months, they finally responded my complaintI should really have felt honored for this since this is the first response I got from themThey said they have e-mailed me numerous time and made several attempts to encourage me to change to a lens which their Opticians on staff and lab manager felt would be a better fit, but I refusedThey are totally lying! I did not receive any email from them except automatic generated order confirmationsI tried to contact them several times to express my concern and they just ignoredPlease see the attached screenshotCould they provide any proof that I refused their recommendation? They kept ignoring my complaint for months and now they just want to walk through this issue by lies!
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:It is full of lies and I have proof of the lies. How dare you say I was rude to staff and threatened you. I did no such thing. You have absolutely no customer service etiquette. The 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 PRESCRIPTION. There is not way to lie about this so I'm confused why you would. All I can say is how sad it is that you are this dishonest. You never lied on the phone with me just  continued to play the blame game. Interestingly now that the Revdex.com is involved you sound like such a victim. How sad for you.
Sincerely,
[redacted]

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[redacted]Director of Operationswww.eyeglasses.com

We have e-mailed the customer numerous time explaining timing on [redacted] lenses, which are processed in a specialty lab and take additional time and quality control procedures which are beyond our control.  We made several attempts to encourage the customer to change to a lens which our...

Opticians on staff and lab manager felt would be a better fit for the customer’s prescription.  They refused all recommendations.   When the item was shipped within the projected time frame, the customer was not satisfied with the item and insisted it was not the [redacted] brand.  We made every attempt to assure them and to find a reasonable solution, spending hours of our staff’s item on this order to come to an amenable outcome.

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]

Revdex.com:
I have reviewed the response made by the business...

in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me. However, I am still awaiting the 15% refund I was promised and the next pair of glasses in the correct size. 
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 2-3 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 so. To placate him, we would apply a 15% discount.Thank you for your time.

Complaint: [redacted]
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,
[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:  1. I was not offered any alternative product by the company.  2. I was not informed by the company that the product I ordered was discontinued. 3. I 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.  4. I checked inbox, trash and spam boxes before filing the complaint.  There was no email or refund from the company. 5. Who 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 product. I 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]

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:I cannot in good conscience accept the company's response.  There are some fatal errors in this person's message:  1. I was not offered any alternative product by the company.  2. I was not informed by the company that the product I ordered was discontinued. 3. I 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.  4. I checked inbox, trash and spam boxes before filing the complaint.  There was no email or refund from the company. 5. Who 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 product. I 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]

Complaint: [redacted]
I am rejecting this response because:
This is the same response word-for-word as their first one.  I told you - they are the ones who are rude.
Sincerely,
[redacted]

I got a pair of glasses which the lens is not installed correctly. then I got nervous because I ordered online. I called them, shipped it back, and they mailed my next day. So I would say overall super good company, very good customer service, I would say it is risky to buy online, but give this company a try.

Complaint: [redacted]
I am rejecting this response because:
It is full of lies and I have proof of the lies. How dare you say I was rude to staff and threatened you. I did no such thing. You have absolutely no customer service etiquette. The 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 PRESCRIPTION. There is not way to lie about this so I'm confused why you would. All I can say is how sad it is that you are this dishonest. You never lied on the phone with me just  continued to play the blame game. Interestingly now that the Revdex.com is involved you sound like such a victim. How sad for you.
Sincerely,
[redacted]

Dear [redacted]We sincerely apologize for any delays, miscommunication, or lack of communication regarding your order.The order was canceled 10 days per your request, and your credit card refunded in full ten (10) days ago on 3/21/17.  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 match. I 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]

Unfortunately, UPS has lost the frames/package, which was beyond our control. We attempted to refund the customer and cancel the order several times, speaking to the customer by e-mail and phone. He 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.