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:09/20/2023

  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.

  Did not receive what I ordered (pictures attached with order #). I have emailed customer support 3 times , have talked with the "customer service bot" multiple times, have called customer support multiple times, all with no response at all. I have been on hold with customer support, waiting, just to get hung up on. I understand the website says they are backed up and give 2 weeks for a response. It has been over a month with no response whatsoever, yet still sending text messages to review a product I never received??? **also paid the extra money for fast shipping.

  

  Business Response

  Date: 10/27/2023

  Hi ****, 

  Thanks for reaching out and sharing your feedback. I'm very sorry you received the wrong item, and I apologize for the long response time. Our team was experiencing a higher than average amount of emails and calls, and response time is higher than usual. I do see we created a new order and send you the correct item, along with a $10 voucher! We really appreciate your patience and cooperation here. Again, very sorry for the all the inconvenience we caused you. I believe everything has been resolved now, but please let us know if we can assist you with anything else. 

  Best,

• Initial Complaint

  Date:09/19/2023

  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.

  I ordered 3 pairs of Sunglasses from the Blenders Website on 9/1/2023. I received a shipping notification on 9/5/2023. When I click on the tracking information, the status of the order is still in Pre-Shipment and that **** is awaiting the item. The estimated delivery date increases every day. I've attempted to use the chat bot on the website, I've used the contact form on the website, I've replied to the shipping email, and I've called the support number. The support number disconnects after 9 minutes of waiting. I feel as if it's not being staffed at all. As for the emails, I've only received one email that I'd get a reply in 48 hours and another that they were forwarding the email to the correct department, with no reply to the latter. I'd really like my sunglasses and it seems that filing a complaint is the only way people seem to get a reply to their inquiries.

  

  Business Response

  Date: 10/27/2023

  Hi ***,

  Thanks for sharing your honest feedback. I apologize for the shipping mishap and long response time. It looks like **** dropped the ball here, and then we took about 7 business days to respond. Looks like we shipped out a new package to you, and a $10 voucher to show our gratitude for your patience. Hopefully everything has been resolved now, but if you have any remaining issues please don't hesitate to reach out. Again, very sorry for the inconvenience we caused you!

  Best,

• Initial Complaint

  Date:09/18/2023

  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.

  I ordered a pair of sunglasses from Blenders Eyewear and received the incorrect item. I have emailed and called multiple times, but have yet to receive any response from Blenders.

  

  Business Response

  Date: 10/24/2023

  Hey ******,
  
  My name is *******, I'm the Customer Support Manager. Thanks for reaching out about this. I apologize for the long delay here getting back to you, and the order packing mistake.
  
  In September I responded to your email and created a replacement order for you. Everything should be resolved now, but please let me know if you need anything else.
  
  Cheers,

• Initial Complaint

  Date:09/15/2023

  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 received the wrong order. I have tried to contact them for over a week by phone and email. My emails are not answered and when I call, I wait on the line for 20 minutes, only to be hung up on. I would just like to revive the correct glasses from them, the glasses I paid for.

  

  Business Response

  Date: 09/21/2023

  Hey ******,

  Thanks for sharing your feedback. I apologize for the delay getting back to you, and totally understand your frustration. To be completely transparent, we're swamped with emails and response time is about 7 days. I see someone responded to you on 9/17 over ********* and created a replacement order. Hopefully everything is resolved now, but I'll follow up internally to be sure. Again, very sorry for dropping the ball here! Glad we were able to finally get in touch. I promise this won't happen again!

  Best,

  Customer Answer

  Date: 09/27/2023

  
  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.  I consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair 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.

  Purchased two pairs of glasses from this company and had an issue with the Heat Striker lenses on my glasses (order *******). I sent pictures of the blemishes on the lenses to the company in an email almost two weeks ago and still haven't gotten anything but an automated response. If it approaches a month with no help I'm going to have to dispute the charges.

  

  Business Response

  Date: 09/12/2023

  Hey *******,

  Thanks for sharing your feedback with us! Very sorry to see your sunnies have a blemish, and I apologize for the delay getting back to you. We're having a super busy summer, and our support team is a week or two behind in messages. I just replied to your internal message as well. I created a replacement order for you, and added a couple extra items on us too. You'll receive a notification shortly!

  Best, 

  Customer Answer

  Date: 09/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:09/08/2023

  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 received the wrong items from the company. The support phone line disconnects without speaking to anyone after several minutes.

  

  Business Response

  Date: 09/12/2023

  Hey ******, 

  Thanks for sharing your feedback with us! We apologize for sending out the wrong product. I know it's very frustrating to not receive what you were expecting. 

  That being said, I see you reached out on Sept. 8 and we got back to you right away. We've reshipped your order and the expected delivery date is this Thursday, September 14. 

  Please reach out if you have any other questions or concerns. Thanks for being patient. 

  Best,

  Customer Answer

  Date: 09/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/07/2023

  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.

  Hello Order placed mid August and it says delivered but i have not received it. Sent multiple emails to customer service team with no luck. Order # *******. I want what i paid for.

  

  Business Response

  Date: 09/12/2023

  Hey there, 

  Thanks for reaching out to us! Very sorry you're still missing your package. I looked at your shipping address, and it appears we were given the wrong address at checkout. An agent has responded to your internal email and cleared up the matter. We have created a new order with the correct address for you. 

  I apologize for the wait and delay getting back to you! Thanks for being patient with us, we really appreciate your support and business. 

  Best, 

• Initial Complaint

  Date:08/20/2023

  Type:Sales and Advertising 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 had ordered a pair of sunglasses and an additional hard fabric case and they arrived on 8/3/23. Upon opening the package (which had absolutely NO damage to it) I saw that the fabric on the case had a stain on it that possibly resembles blood or urine or something. I immediately reached out to customer service via their website detailing the problem and providing pictures. I received and auto reply email stating that they will be in contact. That auto reply was received August 4th. Today is the 20th and I still havent heard from anyone. I did resubmit my request on their website today, but Im not hopeful that I will hear back. I would either like a refund for the product or a replacement as I dont think it is sanitary for me to keep my sunglasses in a case with a questionable stain in it. I honestly am afraid to touch it.

  

  Business Response

  Date: 08/30/2023

  Hey *******, 

  My name is *******, I'm the Customer Support Manager. I sincerely apologize for the delay getting back to you. We're having a very busy summer, and our inbox is swamped with emails. We're doing our best to get to everyone as quickly as possible. That being said, very sorry you received a damaged product. Yuck! I just created a new order for you to replace the case. I also added some comp swag items. You'll receive a notification shortly!

  Thanks for bearing with us and being patient. Please let me know if you need any other support.

  Best, 

  Customer Answer

  Date: 08/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/16/2023

  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.

  Ordered two pairs of prescription sunglasses on 7/19. Each pair was $339 amounting to a grand total of $678.Never received an order confirmation with any information regarding my purchase, was able to locate my order number ******* using my email and phone number. Attempted to contact customer support on 7/31 for tracking information, chatbot is not helpful at all. Filled out a form to correspond with someone via email. Received an auto-email response that someone would be in touch and never heard from anyone.Received one pair of sunglasses on August 6th.Attempted to call customer support on August 14th, call center was closed as it was 6am on the west coast and not within operating hours.Attempted to email customer support directly at *********************************** to ask about the other pair of sunglasses. Another auto-reply and no actual email.So a $339 pair of sunglasses is either missing, hasnt been sent or is in transit and Blenders will not reply with an answer as to what is going on.

  

  Business Response

  Date: 08/30/2023

  Hi ******,
  
  My name is *******, I'm the Customer Support Manager. I sincerely apologize for the frustrating experience and lack of communication. We are having a very busy summer, and our inbox is swamped with emails! That being said, we shouldn't have you left you wondering about your order status. I see someone followed up with you last week, but I also wanted to check in myself.

  Both items on your order have shipped and been marked delivered. Can you confirm you've received both pair of glasses now?
  
  Monday August 7th
  **************************************************************************************************
  
  Wednesday August 16
  **************************************************************************************************
  
  Please let me know if you need any assistance with your order. I'm more than happy to help!
  
  Cheers,

  Customer Answer

  Date: 08/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/13/2023

  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.

  Order #F4555340 I placed an order 7/9/23 for three pairs of sunglasses. When the order was delivered all I received in the box was a glasses case and stickers. Ive been charged on my credit card over $200 CAD and have not received one pair of glasses. I have sent three emails and tried calling with no success. Just hoping to either receive my product or get a refund.

  

  Business Response

  Date: 10/24/2023

  Hi ******, 

  Thanks for sharing your feedback with us. I sincerely apologize for the missing item and long response time. Thanks for being patient with us.

  It looks like we responded in August and were able to refund you. We also sent a complimentary voucher to show our appreciation. 

  Again, I'm very sorry for the inconvenience and please let us know if you need any other assistance.

  Best,

  Customer Answer

  Date: 10/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I consider this complaint resolved.
  
  Regards,
  
  ***********************