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:10/31/2024

  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 prescription glasses on 10/10/2024. Companies website stated processing time was 1-5 working days and shipping time was at my discretion. I choose two business days. Today is 10/29/2024 and I still dont have any confirmation or tracking information on this order.Made repeated attempts to contact them and still not confirmation.

  Business Response

  Date: 11/06/2024

  Dear customer,

  We are sorry to hear about the delay in your order.  Prescription orders take more time to process, this is noted on our website while you placed your order with rx.  " IMPORTANT NOTE:
  Please Note that adding a prescription to your order will add additional processing time for your order. " In the email correspondences we exchanged we notified to you that we were closed for the observance of sukkot Holiday and will reopen on 10/28.  We shipped your order on 10/29. We genuinely appreciate your understanding and patience in this season.  If you have any other concerns or require further assistance, please feel free to reach out.

  
  

  Customer Answer

  Date: 11/07/2024

  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.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:08/06/2024

  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 made an eyeglass frame purchase from this company as a first time customer on 1/18/24. I purchased ******* and *** designer frames that totaled to the amount of $137.79 with a 20% coupon code. They took almost a month to get to me. The frames came with a 2 year warranty per the manufacturer. I contacted the company by email on 6/16/24 because there was a defect on one of the arms of the frame. They didnt even offer to pay return shipping, told me I cant do the warranty on my own, that they have to receive the broken frames and do it themselves through ******* and *** and charged me a $10.00 warranty fee. They never contacted me when they received the broken frames per tracking showing they received them on 6/28. I had to play email tag with them. Finally got a reply on 7/10 that they are still processing, but to pay the $10 warranty fee. I paid it. Then I received an email on 7/16 that the manufacturer discontinued my original frame and to pick out a new frame. I asked if they had the same frame model in a different color, just so I could go over all my options. They proceeded to ship the frame in a different color and I didnt say to! I received the different color frames BROKEN on 7/20 looked like they sent me a used try on pair. I called to ask for a full refund at this point and to speak to a manager and was told she wasnt available and to leave a voice message. I did. No call back. I received an email to send pictures of the broken frame. I did. They sent me a return label this time and said I could exchange them. I felt beyond frustrated and pressured, as all I wanted and both verbally and writtenly expressed I wanted a full refund so I could take my business elsewhere. They offered a store credit. Not acceptable at all considering they know I got the original frames for a super discount. I sent a final email today, 8/5/24, that if I dont receive a full refund Im contacting my bank and BBB. And here we are. I have no frames & want my money back!

  Business Response

  Date: 08/20/2024

  Dear Customer, After looking into the issue I'm pleased to share the following:  The frame was ordered on 1/19/2024, due to our warranty policy we asked you to return the frame for a new frame.  We received a frame that looked very used and abused the arm was broken.  As this was under warranty, we did exchange the frame for same frame and different color.  We did ship a brand-new frame, but as per your complaint of the arm wide open we accepted the return and shipped a new frame different model.  Customer was not happy and returned the new frame shipped.  We received the return of the new model frame back and the frame we shipped was in perfect condition.   Our warranty policy is that we supply with a new frame, we do not refund. We affirmed our commitment to issuing a new frame to the customer and we can continue with doing that or issue a store credit.  Please feel free to reach out directly should you require further clarification or assistance regarding this matter.  

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  July 20, *****. The major issue with the company if you read their refund policy it says they will refund your money in the first 14 days. Its misleading. I asked if I could exchange them, and they said the glasses would have to be the same size of the ones I want to return. They said they will give me a portion of my money back. 80% of the frames only. Thats only $204. If you go on their website and look under refund policy, you will see how misleading they are. I want my full refund.

  Business Response

  Date: 08/15/2024

  Thanks for taking the time to let us know about your Order. We sincerely apologize for your experience at Designer Optics.  We received your return and had them inspected by the warehouse manager. We did confirm that the item you returned it the exact item you purchased. These are a tortoise shell design which each frame can have a different pattern.  Our return policy listed on our website as Returns (designeroptics.com), clearly states "All custom lenses are non-Returnable/refundable, including Prescription orders, Readers, No Prescription Customized Lenses, if you feel that the prescription or customized lenses were done incorrectly, please contact us. If we find that it was an error, we will redo it for free."   In the correspondence exchange we agreed to a full refund for the frames.  Please feel free to reach out directly should you require further clarification or assistance regarding this matter.
  

  Customer Answer

  Date: 08/16/2024

  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 becauseI 

   

   I received a partial refund of . $ 278.36.  I paid $574.33 from an eyewear company that are fully aware how they advertise there refund policy.  .   I believe I am not the only one who fills misguided by the 14 day return policy on customized lens. I will admit my mistake for not reading further but it should not cost me $300.  Again I have used other eye glass companies i.e,  ************* ********** and they will refund the full amount in the proper amount of time. So I hope you can understand my confusion.  I would be happy with a cost of $100 dollars for there time and effort. My only question is why is it ok for other companies to give you a full refund in a certain amount of time or give you the option of exchanging for another pair of glasses without having to choose a size that would fit the glasses you are returning. Finally,  I wish they would advertise,  NO FULL REFUNDS ON PRESCRIPTION GLASSES.

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

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

• Initial Complaint

  Date:07/18/2024

  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 ordered glasses for my toddler from a brand known to be for children. I had to email multiple times to get any updates (which were false) on my order, in which I specifically mentioned that the glasses were for my young child. When the glasses finally arrived, much later than the website promised, they were adult size glasses. Clearly this will not help my toddler. The pupillary distance was that of a toddler. I clearly ordered glasses for a child. I understand that the lenses were made, so that cannot be refunded, however, I would like to return the frames and be refunded for them. I am so disappointed in the customer service and product received considering that they cannot be used at all. I requested a refund and they responded with a quick, No. I have paid for another pair of glasses for my child now (not from this company) and have to wait for those to come in, leaving him without his glasses for additional time. They should have a quality assurance check or something to be sure Rx glasses are correct. If part of the Rx is clearly for a tiny head, why would I want giant adult glasses?

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  The company emailed me and we have come to a resolution. In reference to complaint ID ********, I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2024

  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 purchased an item that was advertised for $42.00. The next day, Designer Optics called me to say that it was a glitch in their system, and that they are not obligated to sell for that price. They said that if I wanted the item shipped, I needed to pay $149.00. I told them that the right thing to do is to honor the advertised price, which was what I paid (plus shipping). They said they were unable to do so and would offer me no solution other than for me to pay an additional $107.00.

  Business Response

  Date: 06/27/2024

  We regret to hear of the concerns you've encountered with your recent order.   We are pleased to inform you that we could not provide you with the frame for the price in error due to glitch in the system. We are sorry for the inconvenience.

  Customer Answer

  Date: 06/28/2024

  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:

  You posted a price, you need to honor it.  That is poor business, and poor customer service.  And what is worse is the way you responded to my compliant.  "Pleased to inform" me that you were unable to honor my purchase?  Pleased?  I am not pleased, not even the slightest. I am holding you accountable for your mistake, and you need to do the same.  I want the item that I purchased, at the price that was posted at the time that I made the purchase ($42.00).  I never asked for my purchase to be canceled.  The representative who contacted me told me that if I did not want to pay the difference, she would be canceling the order.  That is not the same as me requesting that my order be canceled.  Fix it.

   

   

   

   

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

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

• Initial Complaint

  Date:04/26/2024

  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 ordered a pair of Via Siga ********* prescription glasses along with a case that holds 2 pairs of glasses. I included my correct prescription. When the order arrived it was 2 pairs of **** Spade glasses either with no prescription or the wrong one along with **** Spade cases and not the double one I ordered. I contacted the company and have been informed they wont refund for prescription glasses. I have attached the email correspondence with details and a picture of the transaction from my bank. At this time I dont really want to return the glasses as it seems that I will not get my money back no matter what and I am not sure what to do next.

  Business Response

  Date: 05/06/2024

  Dear *******,

  We are very sorry for the inconvenience caused to you due to the wrong frames. Please return the frames we will refund in full.  Thank you.

  Customer Answer

  Date: 06/03/2024

  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.
  
  
  
  Sincerely,
  
  
  
  ******* ******
  
  
  
   
   
  

• Initial Complaint

  Date:04/23/2024

  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 purchased a pair of *** band sunglasses for ****************************************************************************************************************************************************** it was discontinued so if I didnt call my money, we still have that *****. Do not do business with you ever again stop texting me, and you still have the pair of sunglasses on your ******* website no one does your job instead of having rejected money you took the money. **** Off dropped dead the end.

  Business Response

  Date: 05/06/2024

  Dear Customer,

  We are sorry for the inconvenience caused to you.  I do see the correspondence with our customer service team.  As per your request we have cancelled your order and refunded your funds.   

• Initial Complaint

  Date:04/03/2024

  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.

  Subject: Urgent Complaint Regarding Undelivered Merchandise and Lack of **************** Support from ********************** Dear ********************** Team,I am writing to express my extreme frustration and disappointment with the service provided by Designer Optics. I placed an order with your company for merchandise on Order ********* I have not received the items. Despite tracking information indicating delivery, I have not been provided with any proof of delivery, further complicating the situation.In addition to the non-delivery of my order, I have attempted to contact your customer service department multiple times to address this issue. Unfortunately, I have not been able to reach a customer service agent or receive any assistance in resolving this matter. The lack of communication and support from Designer Optics is unacceptable and has led me to believe that the company may be engaging in fraudulent practices.I demand immediate action to rectify this situation, including providing proof of delivery for my order and initiating a resolution for the undelivered merchandise. Furthermore, I expect a prompt response from a customer service representative to discuss this matter and provide a satisfactory resolution.Failure to address this complaint in a timely and satisfactory manner will result in further action being taken to escalate this issue.I urge Designer Optics to take this matter seriously and prioritize resolving the issues outlined above promptly. I look forward to a swift and satisfactory resolution to this matter.

  Business Response

  Date: 04/03/2024

  Hi ******, I can see it shows your package delivered.  I do see many correspondences with you and our agents tried to help you, via email.   Our agents provided the information needed in order to file an insurance, you do have insurance for the package and there is a process to initiate a claim, as requested we need a police report.  You also opened a chargeback with the bank in which the bank refunded the funds to you.  If there is any additional concerns or questions, please feel free to contact us. 

   

   

• Initial Complaint

  Date:03/15/2024

  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.

  2/24 $176.37 Received item. I ordered frames and the product came to me with scratched lenses I returned the item and I am being told that they are holding 20% because the lenses were damaged.I told them I did not order lenses just frames so the lenses are not prescription and that is an excuse to not provide me with a full refund.

  Business Response

  Date: 03/19/2024

  Dear ********,  We are pleased to inform you that as you requested the return you only mentioned that "The color of the frame is darker than what I had seen at my doctor's ************** We sent you an RA for the return.   If your complaint would be that you received it scratched, we would ask for a picture.  (We need to have some kind of evidence that you have received the product damaged.) Upon receival we analyzed and found that the product was returned to us damaged. Unfortunately, since the item is damaged, we cannot have use of it or *************. Therefore, we deduct a 20% damaged fee while we refund the rest. If your complaint would be that you received it scratched, we would ask for a picture.  (We need to have some kind of evidence that you have received the product damaged.) 

  Customer Answer

  Date: 03/20/2024

  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 purchased frames only, not including lenses.  Desiginer Optics sent me the frames that I returned, and you want to deduct 20% because you are saying that the demo plastic lenses are scratched and  you will not be able to sell the product again because of a so-called ****** in a demo lens. I feel as though this is unfair and not a good way to do business.  

   

   

   

   

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

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

  Business Response

  Date: 03/27/2024

  Dear Customer,

  On March 20 we refunded the full amount of the frame.  We only deducted for the shipping.  We did not deduct the 20% for the frame returned damaged.  Thank you.

  Customer Answer

  Date: 03/29/2024

  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.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/28/2024

  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 purchased a pair of ***** Del Mar ****** Sunglasses from Designer Optics on Jan 17 2024 for $114.85. When the sunglasses came in they were a different style frame than the frame I ordered. I called Designer Optics and they sent me a label to ship back, about a week later I received an email from them stating the Sunglasses that were sent back to them were not the correct frames and that they don't carry the sunglasses that were sent back. I emailed them back stating that there must be a misunderstanding and maybe the wrong pair or sunglasses were sent to them by their supplier, to which they responded saying that their supplier didn't send them the wrong sunglasses and the sunglasses I sent back weren't authentic *****s. I have paid them money for sunglasses and received a fake pair from them and when I questioned them about it they seem to shift the blame to me. After looking into this company it seems like I'm not the only one who has had issues working with them.

  Business Response

  Date: 03/05/2024

  Hi.  We would like to inform you that by checking with the warehouse cameras we found that the original frame Costa Del Mar 9018 ****** Sunglasses ****** was shipped to the customer.  Upon the return, we received completely different item returned to us.  We do not sell, nor did we ever sell the item returned to us.  We offered to return the item to the customer, unfortunately we cannot refund unless we receive the item we shipped.  We have pictures in our archives of the item sent and the return received.