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:06/28/2023

  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.

  Took 2 months and an email from me for them to even make my glasses (originally promised within **** days), then has taken 2+ months in shipping and I have yet to receive my glasses. I have emailed them back and forth multiple times regarding this issue, and eventually had to buy another pair of glasses from a different company as they are safety glasses I need for work. I would like a full refund as I haven't received my safety glasses but they are refusing to do so.

  Business Response

  Date: 06/28/2023

  Complex situation here...

  * **************** works for ***** who has a Prescription Safety Eyewear contract with Hoya.(***********************).   
  * Hoya licenses the Eyeweb platform to offer online services to their client (Tesla). 
  * Tesla pays for the safety eyewear except for specific frame or lens upgrades.   **************** selected 2 upgrades for $50 and Tesla paid the balance of the invoice.  The $50 in upgrades were paid directly to Hoya (not Eyeweb)
  * Hoya received and shipped the eyewear directly to **************** which is currently  tracking in the US ************** system.  (Current Tracking report is attached)
  * Eyeweb never collected any funds from **************** and we cannot refund or reverse the payments which are managed by Hoya.  
  * Tesla has dedicated resources to manage the safety eyewear program for their employees.   **************** could easily reach out to their program coordinator to help with the issue.
  * The Eyeweb team has offered to resend the order to Hoya and ask them to re-make the eyewear and ship to him again.
  * The website where **************** placed his order clearly states that ********** is the provider (Attached screenshot).  
  
  Our resolution will be to contact Hoya (supplier) and ask them to reach out to *************** directly.  Eyeweb only provides the online platform for order placement.   Hoya fabricates and ships the eyewear via USPS.   
  
  **************** can direct his issues to:

  EMAIL: ************************
  PHONE: ************
  ADDRESS: Hours: 8:30am-5:50pm CT
  

  Customer Answer

  Date: 06/28/2023

   
  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:09/28/2022

  Type:Customer Service 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.

  On 9/3/22 I ordered two pairs of safety frames to have prescription lenses fitted locally. I didn’t receive a confirmation email, but my order did show up on my EyeWeb account so I didn’t worry about it. The website states that non-prescription safety glasses ship in 2-4 days, but after 10 business days my order was still marked as “processing & production,” so I called to cancel my order on 9/16. The person I spoke to on the phone assured me that I should have received tracking information as my order had already shipped, and that he would send me an email with the tracking number. Shortly afterward I did receive that email, but the tracking number showed that the shipping label had been created after my phone call. The post office didn’t even scan the package into their possession until the following Monday. Clearly I was lied to in order to prevent the cancellation of the order. I figured at that point I would just go ahead with getting lenses made locally and just remember to never buy anything from EyeWeb in the future. However, when the frames finally arrived one of them had a significant twist causing the left and right eyes to be out of plane with each other and the stems to be significantly out of parallel. After sending photos and requesting to return both frames for a refund, I was told that the defective glasses were “just an element issue you can fix it by tilting the frame” on my face (this is false) and that if I insisted on returning them they would only issue store credit. I was prepared to take store credit but after my complaints about the damaged frames were dismissed, I changed my mind. I am unwilling to deal any further with a company that falsely advertises order shipping times, is unwilling to resolve quality issues, and lies keep from losing a sale. I would like to return the glasses and receive a full refund.

  Business Response

  Date: 10/11/2022

  We have very clear Return Policy posted on our website https://www.eyeweb.com/returns

  "Returns, Exchanges or Store Credit
  At Eyeweb, we take pride in being an eyewear brand that you can trust. However, if you are not happy with your glasses, contact us for adjustment, exchange or Store Credit within 14 days of receiving your eyewear. Customers are eligible for repair, rework or replacement within 14 days after you receive your eyewear. Here are the steps for adjustments, exchanges, re-work or Store Credit:
  
  1. Login to your account, click ORDERS and RETURN.
  2. Complete the form and you will receive an Authorization Return by email.
  3. Mail your glasses back to us using our pre-paid shipping label.
  4. After we receive your return frames, we will begin fabrication of your repair or replacement order within 48 hours.
  
  A restocking fee of $25 applies on progressive and bifocal lenses. We guarantee your lenses will be fabricated to the specifications that you provide. We are not responsible for lenses that are fabricated with incorrect prescriptions."

  Customer has failed to return the eyewear to us for refund (after 3 weeks)   We even went to extra step to provide a pre-paid return label on 10/11 ***********************)  We will gladly issue a refund to customer if the eyewear is returned 

   

   

   

  Customer Answer

  Date: 10/15/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am pleased that Eyeweb has provided a return label and agreed to refund me, however I would like to note that Eyeweb’s response does not address their representative’s deceit regarding my order’s shipping status when I called to cancel my order. Additionally I would like to point out that not only did I contact them to report the damage and return the items within a few days of receiving them, but that they didn’t provide the return label or respond to this BBB complaint until two weeks after I filed it. Now that I have heard back from them I will return my order and consider the matter satisfactorily resolved once my refund has been processed. 
  
  
  Thank you,
  
  
  
  ***** ****