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:12/20/2022

  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 eyeglass frames on October 25th, 2022. Their website says 7 to 10 days for shipping. Around day 15, I called ***************** They said I would have the frames by that coming Monday. Several Mondays passed and I called back. Then I was told my frames were back ordered and they did not know when they would be back in stock, at that point I asked for a refund. I never got that either. I just got the run around. next I requested the *** or someone with some authority to contact me. No-one even made an attempt. This goes back and forth for a few weeks. Finally, they email and say my frames would be in by the end of that week and would be shipped out. They sent another email on November 16, 2022. They said my frames had been shipped to my address. After a week they didn't arrive at my address or any other address close to mine. On November 24, 2022, they sent me a survey about my shipment. I replied that I haven't gotten a shipment yet. I asked where my frames were. I also purchased the shipping insurance. They told me that I would need to report the incident to the police, which I did. I went back 48 hrs. later t get a hard copy report. I was told the report was verbal.? OK, this a new one for me, but I wrote back to Designer Optics and told them what happened. Then I got the runaround some more. I even emailed 4 different corporate partners, none of which would write back or call me; no surprise there! Today is the 18th of December, 2022, and I still don't have a refund or a replacement. All I asked is for them to send me the frames that I paid for in full, back October 25th, 2022. Still no-one has contacted me about the transaction either. All I ordered were the frames. They didn't even have to mess with lenses. This should have been the most simple transaction ever, but it has done nothing but cause me lots of stress and headaches. Please just send me the frames to my address on file. They were paid for in full, and I have nothing to show for it.

  Business Response

  Date: 12/29/2022

  Dear *****,

  
  We understand you spoke to the police department about it, but in the emails we were requesting a writen police report.  I also gave you the option of making it easier for you to do the police report online and email the report to us which is a very easy step.

  Following are the emails.

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

   

   

• Initial Complaint

  Date:12/13/2022

  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 rimless prescription glasses. The frame was gorgeous, however, the lenses were made with the cheapest quality and extremely thick. The most prudent action by Designer Optics would have been to recognize that I did NOT intend to buy lenses that look like bifocals on a rimless frame and contact me regarding the order. Despite this, I reached out dissatisfied with the glasses and asked what could be done. They said they were non refundable and I can purchase a higher index lens. They said they cant guarantee they would be significantly thinner but they would be thinner. I purchased another set of lenses with the higher index and they were the exact same thickness. I had them analyzed by an optometrist and they confirmed that both sets of lenses were identical and the materials Designer Optics alleged they used were in fact a much cheaper material. I ended up purchasing a third set of lenses from an in-person optometrist and to no surprise the lenses are in fact thinner than what Designer Optics sold me twice!

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:
  
  Earlier today I called the business directly and they agreed to refund the second set of lenses. Based on the timing, Im not sure if its because they received the complaint through the BBB or I finally spoke with a manager. Im partially satisfied because this took a significant amount of time, however, Im considering this resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/22/2022

  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.

  Ive ordered some prescription lenses and was not aware of the frames were not in stock. I asked to cancel my order on 10/13/22 and was canceled due to it not being shipped (I placed the order on 9/28/22).Because these were replacement lenses for my current glasses I needed them sooner than what it wouldve taken, reason why I canceled.Its been 9 days and I havent received my refund yet. Ive been told its been credited to my debit card, but my bank doesnt see anything from my bank account. I called customer service on 10/20/22 and they offered to mail me a check or refund via PayPal. I chose the check option. When I emailed customer service about the status they said again to contact my bank its been refunded to my debit card. This is going in circles now. Todays date is 10/22/22 and still no refund of $178.83.

  Customer Answer

  Date: 10/26/2022

  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:10/19/2022

  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.

  On 9/29/2022 I ordered a pair of Polo Prep **** Sunglasses - ****** - Havana Green with prescription lenses from Designer Optics for $133.50. The sunglass frame was clearly designated as an adult male frame on their website, a screenshot of which is attached in addition to the receipt. When the sunglasses arrived they were not a men's frame, but a tiny children's frame! I immediately reached out to Designer Optics to request a full refund due to their mistake on how the frame was listed on the website. They refused a refund claiming that because the sunglasses were purchased with prescription lenses they cannot. I believe that they owe a full refund because the incorrectly listed the frames and it is their mistake. Obviously if the frames would have been correctly listed as children's frames I would not have ever placed the order. Please help! Designer Optics is a dishonest business that should be ashamed of itself for its dishonest sales practices and awful customer service. Also they should have no right to state on their website that they are "Better Business Accredited" when they lie.

  Business Response

  Date: 10/27/2022

  Dear *******************,

   

  We are sorry to hear you are not satisfied with your purchase. Let me explain:  The Polo Prep **** Sunglasses is listed as a men's frame on the website. Although the size is a small size this is a frame that could be for men and juniors as well.  The size is a small size 48, but definitely worn by men as well.  Our return policy is as follows:  Returns designeroptics.com.  This includes that we do not accept returns on prescription glasses since they were customized specifically for the customers rx.  We apologize for the inconvenience. As per the website information we do have the size of the frame on the webpage. We offered as a courtesy we will refund you in full for the frame only. We would appreciate your understanding in this regard.  Thank you.

  Customer Answer

  Date: 10/27/2022

  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:

  The frame purchased is clearly not a mens frame and should not have been labeled as such.  I tried the frame on my 2.5 year old son and it fits him so is very clearly a childrens frame.  Designer Optics is committing fraud by misrepresenting their product and not allowing full refunds when customers purchase in good faith on false information.  A full refund on the entire purchase is owed.

  My next option is to take Designer Optics to small claims court if they do not cooperate.  I dont understand why they do not make the easy, ethical choice here.

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

  
  

  Business Response

  Date: 11/02/2022

  Dear customer,

  Although the size is a small size this is a frame that could be for men and juniors as well. The size is a small size 48, but definitely worn by men as well. The measurement of the frame is listed on our website for our customers to be able to check the size preferences. Our return policy is as follows:  Returns designeroptics.com. This includes that we do not accept returns on prescription glasses since they were customized specifically for the customers rx.  We apologize for the inconvenience. As per the website information we do have the size of the frame on the webpage. We offered as a courtesy we will refund you in full for the frame only. I will be able to add additional refund as 50% of the lenses to be refunded upon the return. We would appreciate your understanding in this regard. Thank you.

  Customer Answer

  Date: 11/03/2022

  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.

  I accept a refund for the full value of the sunglass frame plus an additional refund for 50% of the value of the prescription lenses, as most recently offered by Designer Optics on November 2, 2022.

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