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:12/14/2023

  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 a pair of new prescription reading glasses from this merchant and received them on 11-30-23. As part of the ordering process, I uploaded a copy of my new reading glasses prescription given to me by my local ophthalmologist, **********************. The glasses arrived on 11-30-23 and the lenses were not correct. They resulted in blurry vision.I called the company on 11-30-23 and requested a return. They told me to send them back with a prepaid mailing label. The glasses were received back by the company on 12-4-23 according to **** tracking information. For the past 10mdays, I have heard nothing back from the company, despite being told on the phone on 11-30-23 that the company would contact me. Today, I decided I had I would call and inquire about the return. I was told by **** that the lenses had been analyzed by their lab and that the glasses are for distance vision, I advised Adad that my prescription was actually for reading glasses and that I dont wear single vision lenses. Because I was concerned, I contacted ********************** that did my eye exam and gave me the new prescription. The optical department confirmed that the prescription was for reading glasses and not for distance vision.It is clear Designer Optics NEVER took a look at the prescription I uploaded as I received an email today after my call to Adad stating that the prescription did not have magnification as part of it (they did not look at my file upload).I am now out $167 as I retuned the designer **** Spade frames and lenses. The company refuses to take responsibility for looking carefully at the uploaded file which contained the actual prescription.I am requesting a full refund,

  Business Response

  Date: 01/24/2024

  Dear Customer, Thanks for taking the time to let us know about your Order. We sincerely apologize for your experience at Designer Optics. I can understand how disappointing it must have been. After looking into the issue, we wanted to provide you with an update regarding the analysis of the lenses you returned to us. Our dedicated team received your return and promptly had our skilled optician examine the lenses using our state-of-the-art machinery. We are pleased to inform you that our meticulous analysis confirmed that the lenses were crafted precisely according to your original order. Your order only requested for single vision as performed in our lab, your prescription though was for add as well which was not requested by the customer.  While if a customer does not request progressive lens, we do the lens upon customer's request.  Our modern technology ensures accurate lens production, and we take great pride in delivering products that meet our customers' expectations. We understand that receiving your lenses as expected is essential for your visual comfort and satisfaction. We strive to provide the highest level of quality control, ensuring that each order meets our rigorous standards.  As additional information we refunded your frames per your request. If you have any further questions or concerns regarding your lenses or any other aspect of our service, please do not hesitate to reach out to us. We are here to assist you and provide any necessary support.

  Business Response

  Date: 01/24/2024

  Dear Customer, Thanks for taking the time to let us know about your Order. We sincerely apologize for your experience at Designer Optics. I can understand how disappointing it must have been. After looking into the issue, we wanted to provide you with an update regarding the analysis of the lenses you returned to us. Our dedicated team received your return and promptly had our skilled optician examine the lenses using our state-of-the-art machinery. We are pleased to inform you that our meticulous analysis confirmed that the lenses were crafted precisely according to your original order. Your order only requested for single vision as performed in our lab, your prescription though was for add as well which was not requested by the customer.  While if a customer does not request progressive lens, we do the lens upon customer's request.  Our modern technology ensures accurate lens production, and we take great pride in delivering products that meet our customers' expectations. We understand that receiving your lenses as expected is essential for your visual comfort and satisfaction. We strive to provide the highest level of quality control, ensuring that each order meets our rigorous standards.  As additional information we refunded your frames per your request. If you have any further questions or concerns regarding your lenses or any other aspect of our service, please do not hesitate to reach out to us. We are here to assist you and provide any necessary support.

• Initial Complaint

  Date:11/27/2023

  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.

  November 22, 2023 Order Number: ******** Date of the Transaction Order Date: 10-10-2023 Last Updated: 10-27-2023 Email Address: ************************* Shipping Information Shipment: 10/27/2023 12:01:21 AM - *** (******************) Original order. Shipment: 10/27/2023 12:01:21 AM - *** (******************) RETURNED TO Designer Optics I sent them back because it was noticeable to me and others who looked at me wearing them, that one lens was darker, and it didn't look right wearing them. I was not seeking a refund, but a correction to one lens because the gradient in one eye is darker than the other. However, after 17 calls per my call log in my phone to Designer Optics, not one phone call was returned. I received an email that they were returning the glasses. They came back OVERNIGHT, and I received them yesterday 11/22/23. Per the email with a picture they took, PROVED that the color is uneven. Also, the email stated that after their review of the returned glasses, they think it is perfect. Again, I have left numerous messages for the manager, *******. Yet, after calling this morning, she is again out of the office. The repeated hold message says that customer service is a priority but obviously, it is not.Today, I went to the ********************* and I paid $140 to them to put new lenses in the frame. Nothing fancy, just clear lenses so that I can finally wear these glasses. I have had surgery on my eyes and have been waiting for weeks to finally wear my glasses. I would like to be refunded for the lenses.

  Business Response

  Date: 11/29/2023

  We are sorry about the ongoing issue with your order. We did escalate the matter to our supervisor, and it was indeed confirmed that the tint has been applied as ordered and they are evenly made.  We reviewed this with our optical team and everyone agreed that the tint has been applied as ordered and they are evenly made.

  Customer Answer

  Date: 12/06/2023

  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:

  [YourThe picture that they sent me showing the 10th clearly identifies that it was unevenly applied and it is not acceptable. I took the Eyeglasses to my local optical store and replaced the lens. It was identified that the tint is uneven and improperly tinted. The supervisor NEVER returned my calls or email correspondence. They deserve a D+ RATING. I WOULD NEVER RECOMMEND DESIGN OPTICS ??
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  *****************************
  
  
  
  
    Answer Here]

  The picture that they sent me showing the 10th clearly identifies that it was unevenly applied and it is not acceptable. I took the Eyeglasses to my local optical store and replaced the lens. It was identified that the tint is uneven and improperly tinted. The supervisor NEVER returned my calls or email correspondence. They deserve a D+ RATING. I WOULD NEVER RECOMMEND DESIGN OPTICS ??

   

   

   

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

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

  Customer Answer

  Date: 01/25/2024

  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:

  [Your response is not sufficient. I am a senior citizen and my money only comes once a month. This was truly a waste of my resources. I cannot wear the glasses and would not recommend your business to anyone. I wish I saw the reviews prior to my purchase. It appears that there are a lot of NEGATIVE REVIEWS and I will never do business with you again.

   

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

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

  Business Response

  Date: 02/14/2024

  We are sorry about the ongoing issue with your order. We did escalate the matter to our supervisor, and it was indeed confirmed that the tint has been applied as ordered and they are evenly made.  We reviewed this with our optical team and everyone agreed that the tint has been applied as ordered and they are evenly made.

• Initial Complaint

  Date:09/26/2023

  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.

  9/6/2023 $182.24 I purchase glasses for my son. I ordered Miraflex ****'s 50. Upon receiving the glasses they delivered Flex Frame ***** 50. The dimensions between the 2 frames are very different. My email confirmation as well as their website states Miraflex ****'s. Designer optics is telling me the can replace with anything close to the description. They are also stating prescription glasses are not refundable however they did not deliver what I ordered.

  Business Response

  Date: 10/11/2023

  Hi.  The following was sent to the customer on sept 27:

  Dear *****,
  
  
  We sincerely apologize for the misunderstanding. We are sorry for the inconvenience caused. Please return the glasses for full refund.
  
  
  Thank you for contacting Designer Optics where customer satisfaction is our first priority. Here are a few simple steps to follow when returning your order.
  
  We attached a shipping return label for your return.
  
  If you do not choose to use the attached return label the order number should be included with your return so that we may process your return accurately. You will be refunded for the original amount of your order 
  Address for Returns:
  Designer Optics
  *******************************************

• Initial Complaint

  Date:07/07/2023

  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.

  Original Purchase Date:10May2023 Order #: ******** Cost:771.80 Items purchased: two pair of ******************* prescription eyeglasses Company sent grey eyeglasses and prescription was incorrect. I requested a return label and the obliged and stated if fault was found in the lenses they would correct and return them. Meanwhile black eyeglasses arrived and prescription was incorrect again so return label was requested and provided. Upon receiving both sets of eyeglasses back, the company requested I confirm details of my glasses prescription with my eye doctor as it was not clear on the original script. When they received confirmation from me about the details of the prescription the responded saying they would now only correct the lenses at 50% off instead of free. After already spending $771.80 on these lenses and the time I have spent waiting for original delivery and returns and analysis of the lenses it is not right that they now expect me to pay for the correction of the lenses because the originals were drafted when Questions were present about the provided prescription. If the system is not fail proof enough for an untrained person to enter their prescription without fail, it is unreasonable not to provide correction without penalty.

  Business Response

  Date: 07/11/2023

  Dear *******,

  Hi.  I tried reaching out to you today and left a message.  We emailed to you as well.  I would like to explain what is happening:

  On May 10 you placed and order ******** For 2 ********************* frames.  You requested for prescription lenses and entered the lenses as follows:

  
  Rx
  
  **********************
  *** *** **** ***** *** ******** **
  ** ***** ***** *** *****
  ** ***** ***** **
  
  **********************
  *** *** **** ***** *** ******** **
  ** ** ***** ***** *** *****

  This is exactly how we processed your order.   We shipped the order and upon receival you complaint that this is not good.  As we analyzed we were asking for the prescription which was not attached previously.  We found that your prescription was a CYL -**** and you entered it as +.075.   According to this information we offered you to redo the prescription with the correct CYL and asked for payment, because unfortunately the mistake was that you entered the wrong CYL.  As a courtesy for understanding we offered you a good deal, that we will redo the lens prescription for a 50% discount.  Hope you find this helpful and please let us know how you would like to proceed.  Thank you for your understanding. 

   

   

   

• Initial Complaint

  Date:06/22/2023

  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 ********** sunglasses on May 26, Style: ******* ****** ****** ** Order number ******** Total $111. 34. They were shipped on June 6, 2023, and arrive to me on June 12, 2023. Moments after delivery, I opened the package and discovered that the continents were not at all what I ordered. The pair of glasses were very flimsy, fake ******* frames with clear lenses. The frame style and color was also different. I ordered sunglasses. The ******* logo was printed on the left lower center of the lens, which is incorrect placement for legitimate ******* brand products. The numbers on the ear piece of the glasses I received did not match the style number from what I ordered. The case that the fake glasses arrived in was the original case for the legitimate sunglasses I had ordered. I did a UPC search and found that the image of the item I ordered matched the numbers on the case that I received, but the contents of the case were fake clear-lens glasses. I contacted the company via email on June 12, 2023 and heard no response. I then went on their website on June 12, 2023 to file a return request. I received a shipping label on June 13, 2023. I packaged up the fake glasses that were sent to me in the case and original box. I sealed the box extremely secure, and attached the shipping label. Mailed on June 13, 2023 Tracking number **** **********************.The return arrived to the company on June 19, 2023. On June 22,2023, I went on their website and tried to log into my account to check the status of my return. It appears that the email address I used to order these sunglasses and to request the return shipping label has been removed from their system. I would like a refund for this order because I did not receive what I ordered or what I paid for. I am unable to log into my account to get information. I am unable to get a response from the company.

  Business Response

  Date: 06/26/2023

  Hi.  On June 6 we shipped the 0RB****_6448Q8_5120,  ProductCode 0RB****_6448Q8_5120, Name ********** **** Sunglasses 6448Q8 Blue ID ****** UPC ************* This frame shipped was the exact frame the customer ordered. In addition, I would like to inform you that ALL frames sold on ****************** are 100% authentic, brand new, with original packaging. Everything we sell we buy directly from the manufacturers.  This frame shipped was the exact frame the customer ordered. In return the customer returned to us a frame we never carried in our warehouse; we never had the clear lens with this frame in our warehouse.  At this point we could not refund the customer we received the return as a frame not sold nor shipped to the customer by our company.  We are sorry for the inconvenience, should the customer return the correct frame purchased with us we will be glad to refund.  Thank you.

   

   

   

  Customer Answer

  Date: 06/27/2023

  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:

  Designer optics sent me glasses that was not 100% authentic and they are refusing to accept the return of what they sent me claiming that I return the wrong item.  I returned exactly what I received, which was fake, flimsy glasses that they put in a legitimate sunglasses case before shipping to me.  All I want is my refund of what I paid since you sent me the wrong item that I ordered.  There are many other customers who have had similar complaints about receiving fake products after your company, tries to pass them off as being authentic.  Quit scamming, honest people, and refund our money!

   

   

   

   

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

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

• Initial Complaint

  Date:04/19/2023

  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 purchased the item ********** Junior **** Eyeglasses **** - Grey / 44 (SKU: *****************) from ****************** on March 25, 2023.The order number is #********.I paid ***** for this item.It appeared that the pictures on the product listing did not match the colors listed, so I assumed that the product descriptions would be accurate rather than the pictures. The opposite was true and I received a two-tone pair of glasses in gray and red.I have asked for a full refund, but the company disputes the inaccuracy of their product listing.I would like a full refund and to be able to send back the item without paying for the shipping.

  Business Response

  Date: 04/20/2023

  Dear customer,

   

  Hello,
  We apologize for any inconvenience caused regarding your recent purchase. In order to resolve the matter, we would be happy to provide you with a full refund upon the return of the item. Please ensure that the item is returned in its original condition, with all the accompanying accessories, manuals, and packaging. Once we receive the returned item, we will process your refund promptly. Thank you. If you have any further questions or concerns, please feel free to contact us at any time.

  Customer Answer

  Date: 04/25/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/18/2023

  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 placed an order with Designer Optics on March 7th, 2023. Order: Number ********. I have been given the run-around in terms of a delay, in terms of there being no customer service phone line. The only way I can communicate with them is by email. I have not received a pair of prescription glasses I have paid $630.03. Now they are not even responding to me as it is April 17th. I paid with an FSA Debit Card, and Designer Optics has already been paid. MY only choice is to open a Small Claims Court case against them or hope for the best and see if they will ever ship them. Other "companies" such as these in Brooklyn ** have been involved in class action lawsuits. I am really stuck and don't know what to do. On their website they state they are are BBB accredited website this is the only reason I purchased through them

  Business Response

  Date: 04/24/2023

  Dear customer.

   

  We would like to extend our sincerest apologies for the delay in fulfilling your recent order. We understand that this has caused you an inconvenience, and we are sorry for any frustration or disappointment it may have caused.
  In order to make it up to you, we have upgraded your order to next day delivery at no additional cost to you. We are pleased to confirm that your order has since been delivered.
  We would like to offer an explanation for the delay. Unfortunately, there was a backorder with the frame you selected, and we only received the frames at the end of March. As soon as we received them, we immediately handed them over to the optician to begin processing the lenses. However, we then had to close for the Passover holiday, which caused further delay.
  Please accept our sincerest apologies for the time it took to fulfill your order. We hope that you are now happy with your glasses and that they meet your expectations. If there is anything else we can do to improve your experience, please do not hesitate to let us know.
  Thank you for your understanding and patience.

• Initial Complaint

  Date:04/18/2023

  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.

  On March 17th I placed an order in the amount of $169.65 (order #********) for a pair of prescription glasses. The frames I selected were said to be available to ship within 1-5 days. Its now been a month, and every time I contact designer optics they just tell me theyre waiting on the frames from the manufacturer. No timeframe is ever given and for nearly a month following my order, the claim on their website remained the same until I pointed out the misleading advertising. I had only purchased from this company because they claimed to either have the frames or be able to get them reasonably fast. Glasses are medical devices. People often NEED medical devices in a timely manner. I would like the business to finish making the glasses.

  Business Response

  Date: 04/24/2023

  Dear customer,

   

  We apologize for any inconvenience caused by the delay in fulfilling your order. Unfortunately, the frame you purchased is currently on backorder and will not be available until mid-May. We understand that this may not be ideal for you and would like to offer the option of exchanging the backordered frame for a similar one that we have in stock.
  We take customer satisfaction seriously and want to ensure that you have the best possible shopping experience with us. If you have any questions or concerns, please don't hesitate to let us know. We appreciate your patience and understanding and look forward to assisting you further.

  Customer Answer

  Date: 04/25/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:04/13/2023

  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.

  There is no one that answers calls they say they are on holiday an answer service. I used my *************** Flex Credit Card for these RX sunglasses. Because they are now using another site I think I am scanned I want reimbursement for my purchase SHIPPING ADDRESS ********************* The Raw Truth llc ****************************************************************************************** BILLING ADDRESS ********************* ****************************************************************************************** ORDER DETAILS Order SY576014 Date Ordered: Mar 27, 2023 SHIPPING METHOD *** Ground 2 to 7 Business Days Your are Protected Your Shipping is insured from ******* ************ ***** Del Mar Waterwoman 2 **** Sunglasses - ****17 - Multi - Blue Mirror 580g Qty: 1 SHIPS WITHIN 1 TO 5 DAYS $207.91 PRESCRIPTION LENS Prescription TypeProgressive NO LINE MirrorSolid/Blue Mirror AR Add OnsNone Profile *************************************** Lens MaterialPlastic Lens TypePremium Progressive Sunglasses TintPolarized/Blue Customer Prescription DetailsSphereCylinderAxisAddPD Right"+1.25""-0.75"60"+2.25""63.00"Left"+1.00""-0.75"130"+2.25"Discount ******** -$26.60 Subtotal $505.46 Taxes $13.17 ****************** $13.17 Total $531.62 U

  Business Response

  Date: 04/20/2023

  Dear customer,

  I am writing to inform you that we have processed your refund for the purchase you made with **. However, we have encountered an issue with refunding the credit card you used for the transaction as the bank has refused to accept the refund back onto that specific card. We sincerely apologize for any inconvenience this may have caused you.
  As we discussed during our phone conversation, we have initiated a refund to the PayPal account that you have provided to us. The refund has been processed, and you should expect to see the refunded amount reflected in your PayPal account shortly.
  Thank you for your understanding and patience throughout this process. If you have any further questions or concerns, please don't hesitate to contact us.

• Initial Complaint

  Date:03/03/2023

  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.

  This inquiry is regarding two orders that I had placed for the same glasses that both arrived damaged, with the SAME fault. Orders ******** and ********. I had ordered two Versace Medusa Biggie Sunglasses (Versace OVE4361) in both white and pink. Both arrived with the same damage, which was a faulty lens frame handle. I had sent over the photos to customer service, in which one of the managers had gotten back to me via phone call. The phone call was quite alarming. The manager had continuously asked if I was certain the glasses arrived with these damage(s), as if I had made it up? She had then proposed a replacement, but because her tone and attitude had completely throw me off, I wanted a refund. I did purchase shipping protection on BOTH orders, and per their TOS, it states that in the case of the package being damaged, stolen or lost, I am fully insured. She then puts me hold, and ends the phone call because (as said by another supervisor) the conversation was over, and it was not. No resolution was given and you just hang up? Because you felt like it? She calls back again minutes later. She kept insisting that a refund could not be possible, in which I told her that I am legally obligated to receive a refund for damaged merchandise, and if that won't be possible, a chargeback will be placed. I told her that I had ALSO insured both orders due to the large amount. She had then told me to tell her where the shipping protection I purchased stated that I can be refunded for damaged goods. How are you a manager and youre unaware of the services you provide and offer? Once I tell her where it was stated she goes, I will have to put this under investigation because Ive never seen that specific damage on a lens frame like that. The lens frames were BENT/broken off. I am currently awaiting updates on the investigation, but I am so ready to just dispute this charge just for the rude and unbelievable service Ive already received. This was my first AND last order.

  Business Response

  Date: 03/09/2023

  Dear *****,
  
  
  We would like to inform you that exchanging the damaged frame will entitle you to the full value of your order. However, please note that as these are special order lenses, we are unable to provide a refund and can only exchange the frames for new ones. Once we receive the returned frames, we will process the exchange as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us. Thank you for your understanding and we look forward to assisting you further.

  Customer Answer

  Date: 03/09/2023

  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,

  despite them being special order lenses, no where in your shipment protection policy did it state that special order frames are exhibited from receiving the full value refund.

   

   

   

   

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

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

  Customer Answer

  Date: 04/05/2023

  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:

  Ive already filed the dispute with my bank. Contact them regarding the orders from here on out, thank you! 

   

   

   

   

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

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

  Business Response

  Date: 04/20/2023

  Hi,
  
  
  We would like to clarify that we can only exchange the frames for new ones, as these are special order lenses and we are unable to provide a refund. However, by exchanging the damaged frame, you will receive the full value of your order, and we will even transfer the lenses to the new frames for you. Once we receive the returned frames, we will process the exchange as quickly as possible.Tell us why here...