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Business Profile

Lenses

FUSE Lenses

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lenses.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    So I ordered a pair of lenses that were correct when ordering I got them the mail no problem, they did not fit so I got in touch with Fuze and requested me to send them back and if I wanted to send my sunglasses with to get the actual fit after I measured and sent pics so I sent them both. Come to find out my sunglasses and the lenses I ordered got lost in the mail and I havent got any help till this day. That was a bit of money Ive lost and for the lenses and my sunglasses 50 for lenses and my sunglasses are gone.

    Business Response

    Date: 05/30/2025

    Customer used our box and label to send frame in. There was no tracking updates on the package, so we reached out to our **** *** to investigate. The **** *** advised that, with no scans, there was no way to track. We reached out to the customer to see how they dropped off the package and he said he dropped it at a drop box and gave the address of the drop box. I advised that we were having our *** look into this again since we got more information on the location. The customer has pushed for us to do something before the investigation is over. I advised that if we do not get a resolution by end of day today, we will look for another frame or course of action to reimburse if we cannot locate a frame. All correspondence has been attached to show that we have been responsive to the customer. His emails attached did not go unanswered.

  • Initial Complaint

    Date:08/29/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

    *************************

    Business Response

    Date: 09/11/2024

    Incorrect lenses were ordered and we sent out a new pair. There was a delay with the new pair being sent but we upgraded the shipping to ***** 2-day. It was sent on 8/30 and delivered on 9/1. Customer reached out on and was satisfied with the outcome on 9/1. 

    Business Response

    Date: 09/11/2024

    Incorrect lenses were ordered and we sent out a new pair. There was a delay with the new pair being sent but we upgraded the shipping to ***** 2-day. It was sent on 8/30 and delivered on 9/1. Customer reached out on and was satisfied with the outcome on 9/1. 

  • Initial Complaint

    Date:12/27/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
     
    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 have spoken with business and they are making it right 

    Sincerely,

    *************************** install are fine, and the frames are fine, the original glass lenses one of them appears to have been dropped and is useless. Even has the word drop written on the lens. Lens removal isn't that difficult I have done it on the same glasses myself, I would assume that a company that does this on a daily basis would be able to handle it better than someone at home. Between buying the prescription lenses and a new pair of glasses I have over 400 tied up into these glasses and would think my lenses could have been handle better and I am completely disgusted. Since the company makes lenses the least they could do is send me out a pair of replacement glass lenses that are comparable to the ***** lenses, I would prefer the actual 580G lenses though since they are what make them ***** Sunglasses, and that is what I sent them in.

    Business Response

    Date: 12/27/2023

    I apologize for any inconvenience. When our rep spoke with you about wanting to remove the glass lenses, he did advise that regarding the lenses we would return those with the completed order, assuming there was no damage to them during extraction. Generally that is not an issue but with glass there is always the chance of an errant crack as they can be brittle. Unfortunately, glass is very sensitive and we cannot always guarantee a perfect removal. I am unsure the reason it fell, but I can assure you that it was not done intentionally. We spoke with you yesterday and advised that we have purchased a brand new frame with 580G glass lenses in the same color that you had originally as mentioned in the attachment of our conversation. Once they are received, we will be sending them directly to you.

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