WellPet - Natural Products for Pets

Our Customer [redacted] purchased a frame and lenses from us on on July ** 2015. About two weeks later the frame broke. Unfortunately the manufacturer does not produce this frame any longer, and we were not able to obtain a new one for her. Do to this, We had offered to replace her frame...

and lenses at no extra charge if she choses a frame of equal or lesser value.  After hours of looking ,[redacted] picked a frame that was $50 more. This is where the extra $50 charge came from. [redacted] is now wearing a new frame and lenses that do not have any more issues. We have resolved her problem. If you look at our [redacted] and [redacted] reviews, You can see we bend over backwards for our customers with a 5 star rating ! We have been open for over 18 years and still running. We always strive to provide to best service, And we would never overcharge our customers.Regarding her old broken glasses, We are fixing them for her which takes about 1 month because we have to send then to a lab to get soldered. We will call her as soon as they arrive. Please help us resolve this matter. thank you kindly -Lee w[redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Sincerely,
[redacted]  
Hello,
Please note that my issue has not been resolved. They are telling a
completely different story now in their response.  I was never told by store that the
manufacture has discontinued the frame, I was always given an option to
fix the frame, which they were doing, but after several time of braking I
went back to the store asking them to replace the frame because it is
defective. Hesitantly but they agreed to replace the frame, I was given an
option to pick a frame so I picked a frame equivalent to the price of the
original purchase. They said I would have to pay extra for the new
lenses, however after a conversation with a salesperson it was agreed upon that
I would not have to
pay for the new lenses because of the inconvenience and hardship I had
endured with this frame. However when I went to pick up the new frame they
charged me $50 for the replacement of the lenses
not for the frame. 
My biggest issue is that not only they did not fix my issue they
charged me extra and they put in lenses that are not equivalent to the lenses I had originally paid for. As I
have mentioned in my initial complaint the lenses I had originally purchased were chameleon lenses. They would
change in the sun, but the replacement lenses that they charged me extra for do not have that option and top
of things the new frame broke as well after 2 weeks of use.
In regards to my old glasses which I had for several years that I gave
them to repair, they did fix and I paid $65 dollars for it and these are the glasses
I am wearing now because as mentioned above the “ new replacement frame” broken
as well.
For resolution, I ask to please refund $270 to my card which consists
of my initial purchase of $220 and $50 that I paid extra for the lenses and I will
gladly return their replacement frame with the lenses.
Please help me to resolve this issue.
Best regards,
[redacted]