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:08/31/2025

  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.

  Placed an order for ****************** at the begging of the month After complaining multiple times I received only the left side contact lenses A week later I received the right as well as my glasses When I went to mark my contact lens boxes for left & right (company couldnt even do that) I found the prescription was incorrect. I sent 2 emails within 3 days apart. On the 4th day they said it was the correct prescription. They didnt even look at the photos I sent that SHOWS that the contacts were the INCORRECT PRESCRIPTION. I sent ANOTHER EMAIL WITH THE PHOTOS. No contact back. Called was told to leave a message she would get back to me today. NOTHING. THIS company does not care about their customers they only care about the money they generate for their business. I spent over $600.00 & this is the way they treat their customers? I cannot wear these contact lenses as they are the incorrect prescription for my eyes! This is a medical issue!!!

  Business Response

  Date: 09/09/2025

  Were sorry to hear about your frustration. After carefully reviewing your order, we confirmed that the lenses originally received were exactly as entered at checkout. Unfortunately, the incorrect prescription details were provided when the order was placed.
  That said, as a courtesy and outside of our standard policy, we placed a new order with the correct prescription lenses at no additional cost, based on the agreement that the incorrect lenses would be returned. This exception was made in good faith to assist you and ensure you received the proper lenses.
  We stand by our commitment to service and accuracy, and we appreciate your understanding.

• Initial Complaint

  Date:08/26/2025

  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 from this website and made payment through *****. Sunglasses came in as fake, when you touch it , it felt flasticky and frame was not smooth. Anyone can tell its cheap made. I contacted them right away and returned an item.They emailed me back saying its been used and they will not refund me my money back. I returned right next day , I didnt use it at all.

  Business Response

  Date: 09/04/2025

  Dear BBB and Customer,
  We would like to clarify the details of this order. The customer purchased a pair of ******* sunglasses (Order #********) through our website. Designer Optics is an authorized retailer, and all products we ship are 100% authentic and sourced directly from the manufacturer.
  Upon receipt of the return, our warehouse carefully inspected the item. The frame that was returned to us showed clear signs of use and wear, including scratches on the legs, and was not in the same new condition as originally shipped. Because of this, the return could not be accepted under our policy, which requires all returns to be unused and in new condition.
  We can confirm that the item we shipped was brand-new and authentic, matching the models we have in stock. The returned item did not meet the standards for a refund.
  While we understand the customers disappointment, ********************** cannot issue a refund for merchandise that is returned used or damaged.
  Thank you for allowing us the opportunity to provide clarification.

• Initial Complaint

  Date:08/06/2025

  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 some costas paid for expedited shipping as well. I have yet to receive a functional track package link let alone the product which was supposed to ship in a day.

  Business Response

  Date: 08/07/2025

  Dear *** *************** you for bringing this to our attention, and please accept my apologies for the confusion.
  Your ***** sunglasses (order ********* were shipped from our warehouse on August 7 via ****** The tracking number is ************. You can monitor the shipments progress anytime at:
  ***********************************************************
  FedEx ************* typically delivers within two business days from the ship date, so your package should arrive shortly. If you do not see movement on the tracking page within 24 hours, or if you need any further assistance, please let me know and I will investigate immediately.
  We appreciate your patience and your business. Should you have any questions, feel free to reply to this email or call our customer care line at ************.
  Warm regards,
  ******************************* *************** Designer Optics | Customer Care
  
  *** *******
  

• Initial Complaint

  Date:07/15/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Designer Optics (**************************) regarding my recent order (Order Number: ********).On this order, Designer Optics sent me an item that was completely different from what I ordered (photo evidence is attached). Despite this clear fulfillment error, the company has insisted that I am responsible for paying return shipping fees to send the incorrect item back to them.Specifically:Designer Optics has refused to issue a full refund without deducting shipping or handling fees, even though the mistake was entirely theirs.They are requiring me to cover the cost and effort of returning an item I did not order.They have failed to take responsibility for their error and have provided no reasonable resolution.This is unacceptable and unprofessional conduct. Under basic consumer protection principles, I should not bear any cost or burden for returning an item that was sent to me in error.I am requesting that Designer Optics be compelled to:Issue a full, immediate refund without deductions or fees.Arrange and pay for collection of the incorrect item from my address.This experience has been extremely frustrating, and their practices demonstrate a disregard for fair consumer treatment.Thank you for your assistance in resolving this matter.Sincerely,****** *********

  Business Response

  Date: 07/24/2025

  Dear ******,
  Thank you for contacting us and bringing this issue to our attention. We apologize for any inconvenience this has caused.
  We want to assure you that we take full responsibility for our error. We have processed a full refund for your order, including any shipping fees, upon receiving the returned item. The refund should appear in your account shortly.  Thank you for your patience and understanding, and we hope to serve you better in the future.

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service 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 sunglass clip on for my glasses on May 16, 2025. The website stated that your order ships from 1-5 days. My email order confirmation states that the order will ship in 1-5 days. I have contacted the company and they do not have the item to ship to me and cannot let me know when it will be available. I have asked to cancel my order multiple times and they will not respond to those emails.

  Business Response

  Date: 06/10/2025

  Dear *****,
  Thank you for your feedback. Were truly sorry for the frustration you experienced, and wed like to clarify the steps we took to address your concerns.
  After reviewing our correspondence, we can confirm that we were in communication with you throughout your order process. We also applied a 10% discount as a gesture of goodwill. When you requested a larger discount, we explained that we were unable to offer additional reductions, as our prices are already deeply discounted.
  Following your request, and given the delay with the item, we promptly cancelled and refunded your order in full. The refund was processed on Thursday and should reflect on your original payment method within 35 business days.
  We regret that this experience did not meet your expectations, but we want to assure you that your concerns were taken seriously and handled with care.

• Initial Complaint

  Date:06/06/2025

  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 glasses on 4/16. There was nothing on the website, or at checkout, or in a follow-up communication that there would be anything but a 7-10 day wait. After a week, I asked for an update and was told that the frames had to be ordered from the manufacturer, with whom Designer Optics "is continuously communicating with," and that they usually ship "in a few days." After a month, I asked again - this time, I received an even shorter email saying they were waiting on the manufacturer. I asked if they could get an *** from the manufacturer. They said they were just... waiting. Today, 6/4, I tried calling the store to speak with someone. I waited on hold for 18 minutes before the call disconnected. I called back, and this time I waited on hold for 23 minutes, then was disconnected.I would like the product, but if I can't get it in a timely manner I'd like a refund. The sticky thing is I already used my vision insurance benefits on this debacle, so I'm kind of out of luck from that side of things.

  Business Response

  Date: 06/10/2025

  Dear *******,
  Thank you for your patience, and we apologize for the delay and inconvenience.
  Your frame has now been received and has been sent to our lab for prescription processing. Weve also upgraded your shipping at no charge to ensure quicker delivery once the lenses are ready.
  We understand your frustration, especially given the lack of clear timelines earlier and the difficulty reaching us by phone. We're actively working to improve both communication and fulfillment times.
  You'll receive tracking as soon as your order ships. Please feel free to reach out with any further questions.

  Customer Answer

  Date: 06/14/2025

  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 and the matter has been resolved, pending prompt receipt of the item. I reserve the right to re-open the case if the item is not received in a timely manner as promised. 
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2025

  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.

  DO NOT BUY FROM THE COMPANY!!! AFTER ******* ALL THE OTHER COMPLAINTS FROM OTHER CUSTOMERS THEY ARE A BUNCH OF THIEVES!! Sending glasses out with bad lenses and wanting more money to "fix them" I'm having the same issue that all the other buyers are having, receiving glasses that aren't correct and company refusing to give refunds back to the customers. I contacted them the day I received the glasses letting them know that my vision was blurry and couldn't see out of them. I did everything they asked me to do by seeing my doctor here, my doctor - that I trust stated lenses are too small for my progressive prescription. I sent my glasses back to them in April, they had their "Optometrist" look at it and want me to pay more money to get new ones, why would I give them more money and not have those be correct either? I've asked for a full refund multiple times. they don't warranty their merchandise just want more money from you. I returned the glasses in April. I contacted them once the glasses were delivered and they are still refusing to refund me my money! THIS BUSINESS SHOULD BE SHUT DOWN FOR SCAMMING CUSTOMERS OUT OF MONEY. AND PROVIDE REFUNDS IF THE GLASSES DON'T WORK INSTEAD OF SCAMMING PEOPLE FOR MORE MONEY!!

  Business Response

  Date: 06/05/2025

  Dea* *** ***************** you for reaching out. We understand your frustration and want to clarify:
  Prescription lenses are final sale, as they are custom-made.
  Your lenses were made exactly to the prescription you provided.
  Our optician confirmed the lenses are accurate, but if your doctor believes the frame is not suitable, we offered to remake the lenses with a different frame at a discounted rate.
  Alternatively, we can refund the frame cost.
  While were sorry this didnt work out for you, our policy is consistent with optical industry standards. We serve thousands of satisfied customers, and were committed to resolving issues fairly.
  Please let us know how you'd like to proceed.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  [Your Answer Here]
  It's the LENSES that DON'T fit my prescription that's causing the blurry vision NOT the FRAMES! If you have an actual licensed optometrist that you claim to have why did they process the ** with the lenses being too small? My licensed Optometrist that I see here looked at the frames and knew they were too small. By the complaints from other customers this looks to be what you do, scam people out of money. Your company has had my glasses since March and have not reached out to refund me any money. If your company is to steal from customers and not give full refunds on messed up orders. Since you stated that you'll give mea partial refund, I'd like a full refund for the frames $82.00 and $25.50 for the anti reflection for a total of $107.50. Let me know then I can expect that refund. 
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  **** *******
  
  
  
  
   
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

  Business Response

  Date: 07/30/2025

  Dear ****,
  Thank you for your continued communication.
  After reviewing your case in full, we’d like to clarify that the prescription lenses were crafted exactly to the specifications you provided. The issue stems from the selected frame being a children’s size (47?16–135), which is too small to accommodate your progressive prescription properly.
  As noted in our policy, prescription lenses are custom-made and are therefore non-refundable. While we regret any inconvenience, this was not a manufacturing error but a sizing mismatch. We previously offered to exchange the frame and remake the lenses at a discounted rate, or refund the frame only, and that offer remains available.

  Customer Answer

  Date: 08/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not accept! And now that they admitted they knew the prescription wasn't going to fit 

  
  

  
  

  Thank you for reviewing my case in full after all these months and finally admitting that "the issue was that my prescription was too small to accommodate the frames I ordered" how would I know what frames would or would not fit my prescription and you still chose to complete the order instead of notifying me- the paying customer letting me know that there would be an issue with the frames I had chosen and allowing me to pick a different frame instead of AFTER the fact and want to charge me more money when your company ALREADY knew that the prescription WASN'T GOING TO FIT- what were your words "a sizing mismatch" again your statement/words not mine. This could have all been avoided if you had a reputable business that would reach out to their customers and let them know, but your business scams customers out of their money, the reason you have those "policies" of yours is because you know what you're doing and that's why you offer for the customers to pay more money for your scamming s**** ******* that you've admitted that your company knew that the prescription wasn't going to fit, and did not contact me when you knew and still chose to fulfill the order I WANT A FULL REFUND!

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

• Initial Complaint

  Date:05/30/2025

  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 an order on this website (SY780414) and expected to receive "Hugo ***** glasses as their website pictures (link below, and I also have screen shots of what they advertise and also pictures of what I received) What I received was glasses that had "***** on them and ********************* are two different brands. I have the "Hugo ***** frames that were pictured that I ordered from another company on Dec 2024 but ordered a new frame with Designer Optics in April with my new prescription. I reached out to them on 5/19 after my order was delivered to advise them of this. I sent multiple pictures and after 1.5 weeks of going back and forth, they acknowledged their website is incorrect and that the manufacture told them they no longer have "Hugo ***** glasses for the past couple of years! (Which is incorrect, because I ordered a pair on Dec 2024 and received the correct ones) Also, why do they have a couple year old picture advertised on their website? I asked for the correct frames/lenses to be sent to me or I wanted a refund so I could order on the other site. They advised they will only give me a partial refund on the frames. I feel this is wrong and they are knowingly advertising one frame and selling a completely different pair. This is false advertisement and should be not be allowed to get away with this! I am wondering if they sent me counterfeit/fake glasses that they tried to make look like the real Hugo **** glasses. ************************************************** I would like a full refund on this order and they are denying a refund even though this is an error on their part

  Business Response

  Date: 06/05/2025

  Dear *** *************** you for your follow-up and for sharing your concerns.
  We understand your frustration and want to clarify that the frame you received is authentic and was sent exactly as provided by the manufacturer. As confirmed by the brand, **** Boss underwent a global rebranding, splitting into two lines: BOSS and ****. The eyewear logo now reflects that change. While we acknowledge the image on our site was not updated in time, the product delivered is the correct and current model.
  That said, we do recognize the inconvenience and offered a partial refund for the frame as a goodwill gesture. Since prescription lenses are custom-made and final sale, we are unable to refund that portion.
  Please let us know if you would like to move forward with the partial refund or prefer to return the frame only. Were here to assist and resolve this promptly.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While I appreciate your response, it is not satisfactory. I placed an order based off of what you have pictured on your website. No where on your web site does it say may differ from picture or may receive whatever the manufacturer wants to send.  I dont agree with your statement as I placed in order on Amazon in Dec 2024 and received the correct frames (Hugo **** on the frames) and they have the exact picture you have posted on your website. You mentioned to me in chat they did a rebranding a few years ago If this is true and accurate, WHY DO YOU STILL HAVE THE OLD PICTURES UP ON YOUR WEBSITE? Wouldnt you take them down and advertise what actually is being sent so you don't trick your customers? This is unfair and not what I purchased from your site.  You are advertising one thing and sending another. I am asking for you to make an exception to your policy and provide a FULL refund on my whole order that is no good to me. I will purchase the HUGO **** frames as pictured on your site from another site that stands behind their products and customers. You offering a partial refund on the frames only is not a good will gesture as the frames are listed as returnable under your return section on your site for a FULL REFUND (minus a $9.95 fee). You also have listed satisfaction is your goal, which  I am far from satisfied. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

  Business Response

  Date: 06/17/2025

  Dear *** *************** you for following up and sharing your concerns.
  The frame you received is authentic and was sent exactly as provided by the manufacturer. As confirmed by **** Boss, the brand has undergone a global rebranding, dividing into two lines: BOSS and ****, which is now reflected in their eyewear logos. While the product image on our site was not updated in time, the item shipped is the correct and current model.
  That said, we understand the confusion and have offered a refund on the frame as a gesture of goodwill. Since prescription lenses are custom-made and final sale, they are not eligible for refund.
  Please let us know if youd like to move forward with the partial refund or prefer to return the frame only. We're happy to assist.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for the response but it still not satisfactory. You also say your picture on the website was "not updated in time" however, the SAME (incorrect) picture is STILL being pictured on your website as of today, July 1, 2025! I have attached a screen shot here. Why are you knowingly false advertising if you have acknowledged it being wrong (and "confirmed") that the picture is  not what you are sending to your customers? 

   

  I understand that you are offering a refund on the frames and not the lenses. However, the lenses are no good to me because you sent frames I did not order. I am once again asking for you to make an exception and provide a full refund on this order since what you sent is NOT what was pictured & ordered. 

   

   

   

  
  

  Sincerely,
  
  ********* *****
  
  
  
  
   
  

  Business Response

  Date: 07/22/2025

  Dear *** ********* ************* ****** ** *** ************ ************* ******** *************Thank you for following up and sharing your concerns.
  The frame you received is authentic and was sent exactly as provided by the manufacturer. As confirmed by **** Boss, the brand has undergone a global rebranding, dividing into two lines: BOSS and ****, which is now reflected in their eyewear logos. While the product image on our site was not updated in time, the item shipped is the correct and current model.
  That said, we understand the confusion and have offered a refund on the frame as a gesture of goodwill. Since prescription lenses are custom-made and final sale, they are not eligible for refund.

  Customer Answer

  Date: 08/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello, 

  Your message here contradicts what a member of your team advised me of. You sent me a return label (without asking for one) and when I asked what this was for and about the refund, your team sent back the attached saying "A FULL REFUND WILL BE PROCESSED..." I purposely did not send back the glasses until I was aware of what your intent was and wanted to make sure you were going to give me a full refund of $385.77. Your team confirmed it would be that amount on July 24th (see attached email)  that would be refunded once you received it. 

  The package was delivered On July 30th (Tracking Number: **********************) but I have yet to receive the full refund amount, 

  Thank you, 

  ********* 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

  Business Response

  Date: 08/21/2025

  
  We have reviewed your case carefully. As previously explained, your refund was processed in full directly by your bank. You were refunded for the full amount of $385.77 as handled through your bank, and the funds were returned to your account.
  
  We appreciate your patience and understanding, and we are glad to confirm that the refund has been issued in full as promised.

• Initial Complaint

  Date:05/27/2025

  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 placed an order with Designer Optics and paid approximately $179.38. The order was shipped through ***, which then transferred it to **** for final delivery. According to tracking, the package was marked as delivered, but I never received ***** building has multiple entrances, and after contacting ***** I was provided a letter confirming that the package was delivered to the wrong location within the complex. It was clearly a delivery error, not on my part. I sent this documentation to Designer Optics, expecting them to either replace the item or issue a refund.Unfortunately, they were completely unhelpful and refused to take responsibility. They offered no replacement, no refund, and showed no willingness to assist me furthereven with proof from **** letter. Im now left without my product or my money.This has been a frustrating and unacceptable experience, and Im requesting a full refund or a replacement for the item that was never delivered to me properly.

  Business Response

  Date: 05/27/2025

  Thank you for your follow-up and for providing the documentation from ****. We completely understand how upsetting it is when a package is marked as delivered but does not reach you, and we truly regret the inconvenience this has caused.
  Weve carefully reviewed the tracking details for your shipment. According to **** records, the package was delivered and left with an individual at the delivery address on May 19, 2025, at 12:22 PM in *********** ** *****. From our end, the package was shipped correctly and delivered as confirmed by the carrier.
  We understand that your building has multiple entrances and that misdelivery within large complexes can happen. While we do rely on the shipping carriers delivery scan as confirmation, we appreciate you taking the initiative to contact **** and obtain written documentation regarding the delivery issue.
  In situations like this, we encourage continuing to work with **** directly to escalate the investigation, especially when their documentation supports a misdelivery. They may be able to recover the item or provide further resolution options.
  Were very sorry this has disrupted your experience, and we genuinely appreciate your patience and understanding.

• Initial Complaint

  Date:04/23/2025

  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 ordered a pair of glasses with a progressive prescription. They cam April 14th and I could not see out of the lower portion. I contacted customer service promptly and emailed my original prescription because surely it's incorrect. I got a quick response saying they were closed for Passover until April 21st and they would get back to me. I called the number on the site first thing on the 21st and there is no phone service- just a message saying email your issue. I responded to the original email and put in an additional customer service form saying I just want a refund, I do not want to work with them due to their poor customer service. I have had no response for 3 days now and the return would be $312.72.

  Business Response

  Date: 04/29/2025

  Dear *******,
  Thank you for your patience, and we sincerely apologize for the delay in getting back to you.
  Our office was closed for the Passover holiday from April 14 through April 21, and we are now working through all inquiries that came in during that time. We understand how frustrating this has been, especially since your glasses arrived right before the closure.
  Regarding your concern: we reviewed the order and understand that you're having difficulty with the near-vision portion of your progressive lenses. Thank you for sending a copy of your prescription our team will now compare it with the lenses produced and inspect the pair you returned to determine if there was any lab error.
  Please note that prescription lenses are custom-made medical devices and are non-refundable under our policy. However, if it is determined that there was a manufacturing issue or the lenses do not match your submitted prescription, we will gladly remake them.
  If you still prefer not to proceed with a remake and wish to request a refund instead, we will process refund which includes the frame value, as the lenses are non-refundable unless found to be defective.
  We are currently retrieving your returned package for inspection and will update you as soon as our lab completes the review typically within 13 business days.
  We truly regret the inconvenience and are committed to resolving this fairly and professionally. Please dont hesitate to reply if you have any further questions or additional information, youd like us to consider.

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I received a refund of ****** today May 6, for an order over $300. It is resolved as best it can be.

  I remain dissatisfied with the communication and speed of this business.

  Thank you-

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

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******