Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased order #********** on 5/28/2023 for $42.74. 7/13/2023 the eyeglass lenses broke at the connecting point of the eye glass frame. 7/13/2023 I informed the customer service department and received replacement order# **********. 9/10/2023 I opened my eyeglass case and discovered that the replaced order broke in the same place as the old order. Both experiences happened without pressure being applied to the eye glasses. Per the conversation I had with the manager ******. He suggested I purchase a new frame for the lenses and offered me 71% off my new order. As I pointed out, the frame is not damaged. The problem is with the eyeglass lenses. The eyeglass lenses are defective. As ****** pointed out the lenses may not be compatible for my eyeglass frame when he suggested I purchase a new frame. I am contacting you seeking a resolution for the matter. My first resolution request is providing me with eyeglass lenses that are not defective and are absolutely compatible for my eyeglass frame. If they are not able to accommodate my first request I would appreciate a full refund of$42.74.

  Business Response

  Date: 09/14/2023

  Hello *****, 
  
  Hope you are doing well. 
  
  First and foremost, I would like to apologize for the unpleasant experience you had with the recent purchase. Regretfully, the order is out of warranty which is why the first tier customer support was not able to entertain the issue. However, the case has been reviewed by the management and a replacement has been offered to you to address the situation. We are awaiting your confirmation about the new frame so we can go ahead and replace the dissatisfactory glasses. 
  
  Please get in touch with customer support to get your replacement order processed. 

  Regards,
  -Goggles4u

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20589515
  
  I am rejecting this response because: 

  I sent *************************** the following email on Wed, Sep 13 at 1:02 AM and did not receive a response.

  C Medley <********************>
  To:***************************
  
  Wed, Sep 13 at 1:02 AM
  
  
  
  Hello ********, 
  
  
  I truly appreciate your prompt response to my concern as well as your offer to replace the eye glasses. As I have stated in my conversation with ******, the problem is not with the frame. It is the eyeglass lenses.  I am receiving the same type of generic defective lense. Before I place my order; can I be assured that I will receive a better quality lense?
  
  
  Thank you
  
  
  Sincerely,
  
  ***********************

   

  In addition to the email I sent; I called their customer service number at ************** and spoke to ****** asking him the same question from my email I sent ********. He kept telling me to pick a diferent frame. I explained to him multiple times the frame is not the problem. The frames would be functional if the eyeglass lense didn't keep breaking. All I want is the same frame I ordered with a better quality of eyeglass lense. He never offered me a solution to receiving a better eyeglass lense; Just to pick a different frame.  Since Goggles4u.com can only provided poor quality of eyeglass lenses for the eyeglass frame that I prefer I am requesting a full refund $42.74. 

  Business Response

  Date: 09/25/2023

  Hello *****, 

  Hope you are doing well. 

  This is to confirm that you have been refunded in full as per your desired resolution. The refund was made on the same PayPal account that was used for the payment. Refund transaction ID "*****************". 

  Apologies for any inconvenience caused. 

  Regards,
  -Goggles4u

  Customer Answer

  Date: 09/26/2023

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

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed the two orders noted below with Googles4u Order ********** 6/21/23 $71.79 Order ********** 6/19/23 $68.99 Order ********** purchased on June 19, 2023, I finally received on July 7, 2023.I immediately starting using the new glasses, since I know I only have 15 days after receipt to return the glasses if there is a problem.Almost immediately my eyes were straining and watering. It was obvious the progressive lens prescription were processed incorrectly by Googles4u. But I kept the glasses on to further test or adjust to them. My eyes watered more and more. So I took them off and went back to my old pair of glasses with exact same prescription from another company. Immediately the issue went away with my old glasses on.I contacted via email Googles4u customer service. First they told me I must have put the prescription info in wrong for the glasses and lens. They demanded I sent a copy of the prescription. Which I did with no response back from them. I believe they stall so the 15 day return period will end and then they can tell you no refund can be offered. Since I have no confidence in the company I also asked to cancel my other Order ********** I purchased on June 21, 2023 that I have not yet received.Again no response on this request.I am asking Googles4u for a full refund for both orders ASAP.

  Business Response

  Date: 07/14/2023

  Hello *******, 
  
  Hope you are doing well. 
  
  We are writing in response to your complaint filed with the Better Business Bureau regarding your orders with Googles4u. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
  
  Firstly, we would like to apologize for any issues your husband encountered with his glasses (Order #**********). We can confirm that the glasses were produced correctly as per the prescription provided. However, in order to ensure your satisfaction, we have honored your request for a refund. We value your feedback and strive to provide excellent service to all our customers.
  
  Regarding your own glasses (Order #**********), which are currently in transit, we kindly request your patience until they are delivered. We understand your desire for a refund; however, we encourage you to try the glasses upon receipt. Should you encounter any issues, we assure you that we will promptly address them and honor a refund if necessary. Your satisfaction is of utmost importance to us.
  
  We would like to address your concern about stalling the process to exceed the return period. Please be assured that it is not our intention to delay or hinder the resolution process in any way. We apologize if our response has been delayed due to a high volume of inquiries. Rest assured, we are committed to resolving your concerns within the specified timeframes.
  
  We value you as a customer and appreciate your patience throughout this process. Our commitment to your satisfaction remains unwavering, and we will do our best to rectify the situation and provide a positive resolution for you.
  
  If you have any further questions or require additional information, please do not hesitate to contact our customer service at ************** or ********************** We are here to assist you and resolve this matter as quickly as possible.
  
  Thank you for bringing your concerns to our attention. We appreciate your understanding.

  Regards,
  Goggles4u

• Initial Complaint

  Date:06/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This item was ordered on Jun 3rd. I have emailed several times asking for a tracking # for shipment and continue to get the same email back from them. It says "shipped" on my order but there is no tracking # that they will provide. It has been over 21 days since I ordered this. I have asked for a refund twice and they continue to send the same email (attached) This is a very unprofessional and unreliable online company. I would like my money refunded.

  Business Response

  Date: 07/06/2023

  Dear ******,
  
  Hope you are doing well.
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau (BBB). We apologize for the delay in delivering your order and understand the frustration it has caused.
  
  The delay regretfully occurred due to unforeseen complications with customs. While we produced and shipped your order on time, it unfortunately got held up in customs for longer than anticipated. We recognize that this is not the level of service we strive to provide, and we share your disappointment in the situation.
  
  We want to assure you that we made every effort to expedite the release of your shipment once we became aware of the delay. We are pleased to inform you that the shipment has recently been released and your order has been dispatched via ***** You can track your order using the provided tracking number **********************. According to ***** the expected delivery date is the 10th of July.
  
  To compensate for the inconvenience caused, we have refunded the shipping cost and also provided a $30 refund. We hope this gesture demonstrates our commitment to rectifying the situation and making it right for you.
  
  Once again, we sincerely apologize for the trouble and frustration you have experienced. We value you as our customer and will continue working to improve our processes to avoid such situations in the future. If you have any further questions or concerns, please do not hesitate to reach out to our customer service department, and we will be more than happy to assist you.
  
  Thank you for your understanding and patience.
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:06/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/27/23 I ordered a pair of glasses.for $56 invoice #**********. They were shipped on June 2nd. Today is 6/16/23 and as of now I have not received my glasses. I did get $4 refund for priority shipping. I'm told either they are being shipped or at customs. I can only get a response if I do online chat. They will not answer my emails.They said this very unusual but after reading reviews it happens a lot. I want my glasses or a full refund.

  Business Response

  Date: 06/23/2023

  Hello ***, 

  Hope you are doing well. 

  First and foremost, I would like to express my deep regrets for the delay you experienced with your order and I understand your frustration. We strive to provide excellent service to all our customers, and we regret that we fell short of your expectations in this instance.

  
  We would like to address your concerns and offer our sincerest apologies for any inconvenience caused. The delay in your order was due to unforeseen circumstances beyond our control. While we make every effort to ensure timely delivery, there are occasional situations that can impact the normal course of business.
  
  Please be assured that we are actively working to resolve this issue and expedite the delivery of your order. Our team is in constant communication with the shipping carrier to track the whereabouts of your order and ensure its safe arrival. We understand the importance of timely and efficient service, and we are doing everything within our power to rectify the situation as quickly as possible.
  
  To express our apologies for the delay, we have refunded you the complete shipping charges from the paid amount. We hope that this gesture will demonstrate our commitment to your satisfaction and serve as a token of our appreciation for your understanding.
  
  We value your feedback and take it seriously as an opportunity to improve our processes and prevent similar situations from occurring in the future. Rest assured that we will be reviewing our shipping procedures to identify areas for improvement and implement necessary measures to avoid such delays going forward.
  
  Once again, we apologize for any inconvenience caused by the delay. We truly appreciate your patience and understanding in this matter.
  
  Thank you for your continued support and for bringing this matter to our attention. We are committed to ensuring your complete satisfaction as our valued customer.

  Regards,
  *********

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20199397
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/15/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of glasses for my mother, Invoice #********** for Order #**********.When we received the glasses (21 days later) she was so excited to start using them, but as soon as she tried them on it became apparent that there was an issue with the prescription.My mother told me that she can see much better with the older prescription than with the brand new glasses that she had just received. Also, she is disappointed in the quality of the frames themselves, she said that they are very flimsy and poorly made.We have both been loyal customers for more than eight years and have purchased many, many pairs of glasses from your company, yet we have rarely had any problems with the glasses that we received.In addition, we have told dozens of people over the past eight years (friends, family, associates, even doctors) about Googles4u.com and what a wonderful company you have. We have told everyone we spoke to what great quality your company delivers, and that you have fantastic prices, but the number one thing that we have been the most impressed with all of these years is your customer service, it has always been excellent, until now that is.Now we cannot receive the courtesy of a simple response. Despite emailing four other times, the only response that I have received thus far is one automated email stating that the issue is being looked into.Previously, whenever we have contacted customer service we received a response within one business day (usually the same day) and the issue was quickly resolved.What has happened to your customer service?Has the company changed management or ownership?I am hoping that I receive a response from an actual person this time, if not, then we will stop recommending your company to anyone else, and we will patronize one of your many competitors instead, I'm sure one of them would appreciate our loyalty as well as all of our future business.

  Business Response

  Date: 05/16/2023

  Hello ******, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant recent experience. This is indeed not good to know that the glasses are not up to par. Please know that we are committed to providing the best possible resolution to the customer's problem(s). 
  
  Sadly, we have encountered a backlog due to shipment delays which resulted in a longer response time to some of the queries. Rest assured, none of the concerns raised with the goods and services will be ignored. 
  
  Our customer support is already in contact with you to sort out the problems so a replacement/exchange can be issued. We have also assigned a representative who will personally follow up with you to make sure that your issue is resolved swiftly. 
  
  Once again our deepest apologies for any inconvenience caused. 
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 05/16/2023

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

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28 I ordered a pair of glasses and paid *****. I have not received my glasses and now I dont want them. They said I cant cancel or return them if I ever get them. They offered to give me the postage I paid them for a settlement. I want a complete refund. I can send correspondence we have had but Im 74 and will need someone to help me with that. Let me know if you need it

  Business Response

  Date: 05/01/2023

  Hello *****, 

  Hope you are doing well. 

  I would like to express my deep regrets for the unpleasant experience you had with us. Please know that the order was produced on time and was shipped in a drop shipment from our overseas production as per the regular process. Unfortunately, the shipment got stuck in customs for longer than usual which resulted in a delay. By the time you requested cancellation, the order was already in transit which is why we were unable to process the request for you however we issued a refund for shipping charges to compensate the delay. Since it was not acceptable for you and you wanted a full refund only, we acknowledged your request and refunded the order in full on April *************************** "********". 

  Our deepest apologies for failing to fulfill your expectations. 

  Regards,
  -Goggles4u

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two pairs of glasses from this company and they are both unusable.The first pair has very poor optics and I am getting double vision whenever I use them. This is the exact same prescription as I had previously gotten from them multiple times and the old glasses still have decent optics and I get no double vision with them. So it is definitely this new pair.The second pair was supposed to have photochromatic lenses and they do not. I have left them out in the sun for hours and they never darkened in color. They are making me jump through hoops to prove this even though I have sent them pictures of the glasses after being out in the sun for hours. Also, the picture of the frames on the website was black and there was no mention of them being brown. The frames I received were brown and they are now trying to tell me the model number references brown frames but the frames in the picture on the website (keep in mind there was no option to select alternate colors) were black. I now see a very cryptic "*********************" on the receipt but does not say what that refers to and when I first saw it on the receipt I thought it was brown lenses since that is what the order was brown lenses.I would like a full refund on the entire purchase as it is very apparent they are not very customer service oriented as I was called a liar by them multiple times.

  Business Response

  Date: 01/19/2023

  Contact Name and Title: *****************
  Contact Phone: **************
  Contact Email: *****************
  
  Hello *******,
  
  Hope you are doing well.
  
  First and foremost, I would like to apologize for the unpleasant experience you had with your recent purchase. I am really sorry to know that the glasses are not as per your expectations. As per the chat conversation, we didn't see any problem reported with the first pair and the only issue raised was with the pair with photochromic lenses. Nonetheless, we will look into the issues you are having to resolve them swiftly.
  
  Please know that the pair with photochromic lenses "Rectangle Eyeglasses 134754-c" comes in different colors including ********************* which was selected at the time of ordering and it has the front part in black color and brown arms (temples). This can be seen in the picture on the website as well. Please review the link below:
  
  ********************************************************************
  
  As per the records, the pair was produced with photochromic lenses and we are really sorry to know that it is not changing color in the sunlight. We need to further verify it with production due to which a picture taken in sunlight is required. We would like you to know that our friendly return policy allows customer to return glasses for a one-time exchange, replacement, or full refund. However, in certain cases, photo verification is needed for the records to bring improvement in the service. It doesn't mean that we accuse customers of lying but just to fulfill the requirement. We have also attached a screenshot of a chat conversation which reflects that the agent was only asking for the pictures so the return process can be initiated.
  
  The case has been escalated to one of the managers who will review it thoroughly and contact you to address the issues.
  
  Regards,
  -Goggles4u
  See Attachment/File: Chat transcript.PNG

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since this company is again questioning my integrity and legitimacy of my claim, I have no problem validating my claim by the means they have requested. I would however, require to be reimbursed for my time that will be required to jump through all these hoops they have requested since this was there error. My time is billed out at $150 hour. I would estimate this to take me 1-1.5 hours time to provide all the proof they require.

  Business Response

  Date: 01/31/2023

  
  Dear *******,
  
  Thank you for writing back here.
  
  With all due respect, we never mean to force you to prove your claim. Instead, we just requested to provide some pictures as per the policy in order to investigate and rectify the problem. Please review the email we sent you as a follow-up in which we mentioned that you can opt to proceed with replacement, exchange, or a full refund. Please get in touch with customer support so we can provide you with return instructions for a refund. Unfortunately, we haven't got a response back to the previous email sent.
  
  Regards,
  -Goggles4u
  See Attachment/File: Email follow up.PNG

• Initial Complaint

  Date:01/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of eyeglasses from this company on 12/18/2022. According to their website and the emails I have received the order has been filled. However, I keep getting the excuse "We would like to inform you that your order has been produced and drop-shipped in a drop shipment from our overseas production facility and is currently in transit. Once we receive it at our US fulfillment facility, we will dispatch it to you via **** and you will be getting an email with your order tracking number as well." It's been 21 days since I placed my order and there is still no tracking number or tracking information per their website. My credit card was charged on 12/18/2022. I would not recommend this company!!
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 8, 2023/01/26) */
  Contact Name and Title: *********
  Contact Phone: **************
  Contact Email:******************
  
  Hello ******,
  
  Hope you are doing well.
  
  I would like to express my deep regrets for the dissatisfaction this purchase has caused. This is indeed not the way we wanted to serve you and we are equally disappointed with the turn of events. Your glasses were produced within the normal time and were shipped in a drop shipment from an overseas production facility. Regrettably, the shipment got stuck in customs for longer than usual which resulted in a delay in delivery. However, the glasses were successfully delivered on 16th Jan under **** tracking # **********************. We hope that you are happy with the glasses received.
  
  To compensate for the delay, we have decided to refund the complete shipping charges for which the request has been submitted and should get processed within 2-3 business days.
  
  Once again, we are extremely sorry for the unpleasant experience. We will make sure that you won't have to go through anything like this again.
  
  Regards,
  -Goggles4u
  
  
  Consumer Response /* (2000, 10, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My glasses finally arrived. I'm not satisfied with the delay or the customer service, but my glasses are here. I'll look for the shipping refund.

• Initial Complaint

  Date:11/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction is 10/10/22 when I purchased a pair of glasses from googles4U, with transitions, and all protection on my glasses including blue light protection (total $83.68). I finally received my glasses after a long wait, on 11/22/22. To which I alerted the company as soon as I got them that something was wrong, (we are allowed 15 days to contact them from time of getting them to report a problem)I was seeing blue circles next to any light including stop lights while driving making it not able to see out of them. I have 2 other pairs from other companies just cut this year from lens crafter (ray ban lens) that have blue light protection and do not do what these glasses are doing. I also asked them why they did not explain that their blue light coating is different than the ***** in that they actually put a blue coating on the frame, also for that reason the transitions part of the lens is not working. My response from ************************* was insinuating, I am basically stupid as that is what all blue light glasses do. I can attest they do not as I current have 2 pairs with it and it does not show blue circles next to any light bulb. ***** refuses to refund or exchange as they do not provide shipping labels to customers even when it is their fault. I have even showed them that their blue light description on their website does not state by the way the frames will come with a blue tint and you will see blue circles next to all lights, nor does tell you not to get transitions with the blue light option because it won't work. You'd also think that during production someone would reach out to ask what the customer wants but they can't do that because the glasses are cut over seas. After knowing this I am more than certain that the coating over seas is different than what is offered in the *** and they falsely advertise the blue light protection because they know if they describe it no now will purchase.I am now stuck with a pair of glasses I can't see out of.

  Business Response

  Date: 12/05/2022

  Contact Name and Title: *****************
  Contact Phone: **************
  Contact Email: *****************
  Hello ********,
  
  Hope you are doing well.
  
  First and foremost, I would like to apologize for failing to fulfill your expectations. I am regretful to know that you had a hard time with customer support and will have the case investigated to take necessary actions in order to bring improvements in the service. Blue-cut digital protective coatings that we offer are a little different when ordered with photochromatic lenses. The coating intensifies the ability of a lens to block maximum harmful blue rays. It allows users to have great experience working on computers, laptops, tablets, and mobile phone devices. As it increases great comfort for most of the individuals, some struggle with the lens causing a slight blue shade. It is completely fine and has no negative impact on the eyesight however we do understand that it may be annoying for some customers.
  
  Our hassle-free return policy allows customer to return the unsatisfactory glasses for a replacement/exchange or a full refund. Since we do not offer return labels, the customer is required to return the items as listed in the policy. Nonetheless, it was exempted after you've shown extreme dissatisfaction with the procedure. The pair has been completely refunded as per your desire.
  
  I am really sorry for this unpleasant experience.

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your website fails to tell the customer your lens are different, that is your fault not mine and as such poor customer service and failing to advertise correctly as a customer I expected your company to step up as you did with other.
  I was informed last week a refund of ***** would be given to within 7 business days due to your lack of explaining your lens and trying to bully me via email.
  Once my refund is made I will close the case out. Your company is one of the worst I've ever come across, worst customer service ever and if you continue to bully customers you'll be out of business.
  See Attachment/File: 1402994A-9742-427D-ABE2-00CFCE222945.png

  Business Response

  Date: 12/15/2022

  
  Dear ********,
  
  Our deepest regrets for the bad experience you had. Please know that the refund of $60.57 was already made on 28th November from our end on the card that was used for the purchase.

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  It is very nice your company finally admitted their faults.

• Initial Complaint

  Date:11/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bought them item on 11/03/2022 ORDER # ********** Invoice #********** Tracking Number(s): ********************** was delivered on 9/18/2022. upon receiving them product I noticed lens were yellow not clear. contacted the seller via email sent picture of the product. they email back saying that is not the product they send to me. i called them same answer. they were saying the picture I send is a older product not the current pair even though it is. then I send email with older paid and new paid comparing said by side. today I chatted with *** on their website same answer. they were all aggressive and telling me you keep sending us older pair picture and we did not send that pair. I felt so humiliated made me fell like I was a scammer trying to scam them for $65. I am a honest man all my life never tried to cheat anyone and the way they treated me about this issue really hurt my felling's and my morals. if they want to keep the money and do not want to replace the product nothing I can do about it. that is why I am reporting this to you guys. attaching some pictures. on the picture the glass on pink cloth is the recent pair and pair on green cloth is the older pair. i just hope you guys help me resolve the issue. thanks a lot.

  Business Response

  Date: 12/07/2022

  Contact Name and Title: *****************
  Contact Phone: **************
  Contact Email: *****************
  
  Dear ******,
  
  Hope you are doing well.
  
  I would like to express my deep regrets for the unpleasant experience you recently had with Goggles4u. It is indeed not good to know that the glasses were not as per your expectations. I am extremely sorry that you felt really bad due to this incident however I can assure you that we never intend to hurt customer morals. We only needed to verify the issue so it can be further escalated and since you had a similar pair last year, the misunderstanding took place on our part.
  
  The case has already been forwarded for further investigation and we will take the necessary steps to avoid such issues in the future. To address the problem, a replacement has been issued and delivered. Hope you are happy with the new glasses.
  
  I truly appreciate your patience and support in resolving this matter. Please accept this as a formal apology from Goggles4u.