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:03/20/2023

  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.

  On 3/9/23 I placed an order for two pairs of sunglasses and two holders. I received only one pair and two cases. I tried to call 3 times now, both have been instructed they were helping others so I waited, to after 15 minutes be instructed to leave a message and then their line hangs up without any way to leave a message. I sent an email the day I received my order and then again today. My main thing is where is the second part of my order? All I want is a response with an answer.

  

  Business Response

  Date: 03/21/2023

  Hi ********, 

  My name is *******, I'm the Customer Support Manager at **********************. I'm sorry you were missing an item from your order! Looks like your first reach out was on Thursday. I apologize for not getting back to you sooner, we have a little support team and response time is at an all time high post sale. I promise we get back to each and every email! That being said, I just created a new order to send you the missing item. You'll receive a notification shortly! I also followed up via email as well.

  Please let me know if you need anything else! Happy to help here.

  Cheers,

• Initial Complaint

  Date:09/11/2022

  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 sunglasses August 25 for my daughters birthday. I received a package from them however it was the wrong item. I emailed them regarding this and not heard back. Ive also called twice, both times I sat on hold for 20 minutes then the call got disconnected. The amount was for $53.16.

  

  Business Response

  Date: 09/12/2022

  Hi *****,

  My name is *******, I'm the Customer Support Manager. I just replied internally to your email. I apologize for the packing mistake and slow response time. We are currently swamped during our busy summer season, but nonetheless this shouldn't have happened. I'm also sorry you had to resort to writing a BBB Complaint to get in touch with us. 

  I just submitted a new order with expedited shipping. You'll receive a notification shortly. Please let me know if you have any other questions or concerns, I'm happy to help you. We can keep chatting internally via email. 

  Best,

• Initial Complaint

  Date:09/10/2022

  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.

  I ordered two sunglasses. They sent the wrong sunglasses. I have tried emailing them and I get no response. I try calling them and no one answers. After 15 minutes of being on hold they will say leave a message but it wont let me leave a message. It just hangs up. I have been trying this for 7 days between the calls and e-mails. I have ordered before from this company and never had issues but they always sent the correct sunglasses. All I want is the sunglasses I ordered. They have the worst customer service ever and if I could leave a review on their website I would. I bought these with my credit card. I will be letting my cc know this is a scam and report them there too.

  

  Business Response

  Date: 09/12/2022

  Hey *********, 

  Thank you for your feedback. We apologize for the packing mistake and slow response time! We're currently swamped during a busy summer season, but nonetheless this shouldn't have happened. It looks like an agent responded yesterday and created a new order for you with expedited shipping. You should've received a notification with tracking info!

  Please let us know if there's anything we can help you with.

  Cheers,

  Customer Answer

  Date: 09/13/2022

  
  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:08/29/2022

  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.

  I ordered 3 pairs of sunglasses, which came **** first class mail and took over 3 weeks to arrive from ** to **. When they arrived it was 3 of the wrong pairs. I have tried to call the company over 20 times, during business hours and was told they are unavailable and to leave a message but it hangs up. I have emailed them more that 4 times trying to get what I ordered or a refund. I keep getting random replys and Chinese writing with in the text. The company says its based in **********, yet no one answers the phone or emails. I feel like this is a shell company please help.

  

  Business Response

  Date: 08/30/2022

  Hi ********, 

  My name is *******, I'm the Customer Support Manager here at **********************. Thank you for reaching out to us. 

  Unfortunately, the order number you provided (# BE10035LL-10000059) doesn't match our records. Your order number should start with a 4 and be seven digits long. After glancing at your order history, it looks like the last order we have on file for you was placed on February 19th, 2022. 
   
  I am so sorry, but based on these details, I believe you have ordered off of a scam site. There have been multiple scam sites using our product imagery and a typo URL resembled ours to lure customers in with a 50-60% off sale. Please only refer to our official website and social media.
   
  Our company is flagging these sites and taking legal action against them. At this time, I advise you to dispute the charge with PayPal, credit/debit card companies, or financial institutions and take any further action to make you feel secure with your credit and debit cards.

  I have responded to your internal messages, and we can chat directly there. 

  Best,

• Initial Complaint

  Date:08/25/2022

  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.

  I ordered prescription glasses on 8/15. I received confirmation but since then no confirmation has been given for shipping. I reached out on 8/20 to inquire about my order. I was told it was still processing although their site says only 1-2 days for processing. I again questioned why it was taking so long but did not get an answer. I have emailed several times since with no answer, even requesting a refund as my first payment is due in a couple days through Afterpay and my order hasnt even shipped according to the order page.

  

  Business Response

  Date: 08/26/2022

  Hi ******, 

  My name is *******, I'm the Customer Support Manager here at **********************. I apologize for any confusion regarding your order. Looks like you have been given the processing time for non-RX orders. I'm sorry about that. Clear RX lenses take **** business days to process, and then 2 business days to ship. It looks like you are on the 9th business day since placing your order. I will contact the lab right now to check on your order status and provide a more accurate timeline for you. 

  I also saw your internal emails and will respond there. I will update you internally on your order status, and we can chat there. Again, I apologize for any confusion or inconvenience caused on our end. Please let me know if you have any questions or concerns. 

  Chat soon,