Complaintsfor39dollarglasses.com

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some glasses in July and received them 7/31. They had a manufacturing defect (2 machine cuts on each side). They were metals glasses and these cuts were not meant to be there. I requested a return 8/27 and they sent me return instructions 8/28. At that time I thought I had started the process correctly and sent in everything, following the instructions on the email and return form. It was sent out 9/7. I spoke to customer support today 9/20 and they let me know they received the item and that I got store credit. I want a refund back to my card. They state that the return must be post marked within 30 days. One, I have to wait for a response before being able to return and two, they don't list that requirement on their return response or documents (attached). I received the email and followed the directions.I then asked for a manager but they never replied back. I've also requested a transcript of our chat but they won't send to me. (Copy paste word doc attached)If they had let me know that it needed to be postmarked by 8/31, I would have but they left out that very important piece of info, I believe purposefully, so they would not have to refund. I don't mind the idea of store credit but when it's an issue of improper manufacturing and defective product, why would I want to waste my time going through this again?

  Business response

  09/21/2023

  We apologize for any inconvenience the customer has experienced. The order was placed on 7/21/2023 and delivered to the customer on 7/31/2023. Almost a month or so later, on August 27th, 2023 we received an email requesting an RMA (Return Merchandise Authorization) to return the order which was emailed on 8/28/2023. Our warranty is very clear and is posted on our website for everyone to read prior to ordering or returning. Unfortunately this return did not meet the requirements to receive a refund back to the original method of payment. As per our warranty, after ***************************************************** exchange - in this case, a full store credit was issued (less shipping). As explained to the customer, this credit will never expire and can be used in combination of any promo codes that *** be available at the time of purchase. We've included the direct policy which is written very clear and fully explains how to receive a refund back to the original payment method.

  "For a full refund to your original payment method, please contact us for an RMA and prepaid shipping label. The returned package will need to be postmarked within 30 days of the original delivery date. Refunds can only be issued after we have received the original merchandise back, and will be issued in line with your warranty coverage and minus any discounts given on the original order."

  "Warranty type will be determined by the date of postmark."

  While the customer *** want to argue we didn't advise, it wouldn't be reasonable to assume every customer does not understand our return policy prior to ordering or returning an order. We would have been more than happy to explain this to the customer in full detail IF asked - however, the customer never asked us anything about the return policy.

  As for the "blemishes" stated by the customer, we'd like to point out the order was delivered on 7/31 and nearly a month later (August 27th) is when we received the written request for an RMA to return. If there was a frame blemish, this certainly *** have happened during the weeks it was in the customers possession but regardless, this could have been easily remedied with a frame replacement that we would have been happy to send to the customer free of charge.

  Again, we apologize in advance if the customer was unaware of the written guidelines with respect to a refund however, we must follow policy; therefore, the store credit that has already issued is final.

  Customer response

  09/21/2023

  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:

  I do not accept this response for the following reasons:

  1) You state that your warranty is very clear on your website. 
  I requested return WITHIN the 30 day. The emailed instructions following that request doesn't have any verbiage that states I need to postmark it within the initial ******************************************** multiple locations to determine the correct policy? I requested a return due to a defect within 30 days. I was sent an email. At that point I followed the new written instructions that stated I just need to fill out the attached form and submit within 2 weeks. Does it say must be postmarked in 30 days anywhere on that form? It does not and in the response, this was not addressed. Is it not reasonable to assume, given that the form was the newest set of instructions and that it was followed to the letter, that I did not have to check another location for the rest of the policy? I requested it within 30 days, I received directions to send it within 2 weeks, I sent it within 2 weeks. Your response does not address any of this and you did not refer to the attachments. Your argument is that the policy was listed somewhere and that I should check all locations before making a purchase. 
  
  2) You argue that it is unreasonable to let every customer know about the policy. I would argue that most places of business would communicate the policy on purchase OR when someone is requesting a return. In my case, I requested a return within the 30 days. Was it not unreasonable to let me know the policy then? Was it not unreasonable to have that policy on the return form instead of other directions that does not follow the policy? I want to clarify if your position in this argument. You state that it is unreasonable for us to let every customer know our policy, but we also make it clear and that everyone knows our policy. Which is it?

  3) I take offense to "blemishes" in quotations. Is there a gray area in your policy? Someone who requests a return 10 days is in the clear but someone who does it after 20 days is suspect? I know a machine cut when I see one and who is to say I was or wasn't using the item or still using my old pair of glasses. Assumptions are being made that could have or has affected this outcome. This is unprofessional. This may conclude that there are responses based on time lapsed which isn't listed on the policy. 
  
  

   I want my money back to my card

   

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

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

  Business response

  09/22/2023

  This has all been explained to the customer already but we're happy to explain here as well. As previously stated. "Warranty type will be determined by the date of postmark". Once again, the order delivered to the customer on 7/31/2023 and we emailed the *** and prepaid return shipping label on 8/28/2023. The return tracking details can be found under tracking number ********************** on ********. This will show that the customer once again, did not meet the requirements to receive a refund. As mentioned above, the postmark date is relevant and important to determine whether or not a refund, exchange or store credit will be granted. By searching the above tracking number used by the customer to return the order to us, it's very clear to see the postmark and actual return date is was 9/7/2023 which is over 30 days from the date of delivery (7/31/2023). Direct from our warranty section, "The returned package will need to be postmarked within 30 days of the original delivery date." This information is available to all customers and we expect if customers have questions or concerns regarding the warranty, they'll reach out to our very helpful and knowledgeable customer service department by phone, live chat or email. At this time we feel that we've addressed this complaint with detailed responses and explained why the customer was not *********** a refund. If we can answer any further questions or concerns, please feel free to reach out! If there is more information we can provide for BBB or the customer, please do not hesitate to ask! If there is nothing more we can assist with, we politely request that BBB closes this case. We appreciate your assistance in this matter! 

  Customer response

  09/22/2023

  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:

  [Your Answer Here]

  Response not accepted. 

  Again, nothing I have attached and nothing I have written have been addressed
  
  You chat was not helpful as they ignored a simple question, escalating it to here (transcript attached). They stopped responding when I asked if I could have their manager's contact information.
  
  Let me be clearer about how this went down
  
  Me- Hi I'd like a return causes of a defect
  39G- great here are the return instructions

  Me- I read the return instructions that say send within 2 weeks, ok I'll send it within 2 weeks. 
  39G- Here is store credit cause on our website it says postmarked in 30 days even though we never added that part when we sent you the return instructions. We hope that people just follow the new set of instructions so we can keep their money

  Me- But I made the request within 30 days and followed the email directions. If that's the make or break facet of your policy, why isn't it on the attachment / email? It can be interpreted reasonably that this is the expectation now that it says to send off within 2 weeks. Other companies will allow a request within the policy timeline and then a new window for mailing. This is not uncommon and your written forms suggest that this is the case

  39G- I will just copy paste a response about our policy over and over again and ignore your questions, points or attachments. I won't touch those because I would then see your point and adjust it to make better future business decisions.

   

  The more experience I have with 39G, the less business I want to do with you so I want my money back. You have my item and I am out money waiting for it back. You probably don't want to do business with me so win-win. 
  I look forward to your response

   

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

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

• Initial Complaint

  08/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  RE: Compliant-Reimbursement For Products Not Received (Order#*********)Total Cost: $265.00 Nature of my dispute: I never received the two glasses ordered. For several months, I have been speaking to the business' customer service representatives regarding the glasses I ordered that I never received. On several occasions, I was advised that a manager would be contacting me to discuss my complaint but never received a call. In fact, the last time I spoke to a representative on 8/1, I was advised a manager would be calling me to discuss the issue, I still have not heard from a manager.The issue here is that weve had stolen packages directly from mailboxes in our neighborhood. I believe my package was taken as well. It is unconscionable that eight months later, my complaint has not been addressed and reimbursement has not been issued. At this point, due to the lack of customer focus and assistance, I am not interested in a credit. I demand a full reimbursement of the funds.

  Business response

  08/17/2023

  We sincerely apologize for any inconvenience the customer has experienced. The order (#********** was placed on 12/5/2022 and shipped from our facility on 12/14/2022 via **** First Class Mail as selected when the customer placed this order. The customer contacted us on 12/26/2022 to advise the package was not delivered, despite the delivery confirmation noted in the tracking details by the ************* *************** We filed an investigation/claim with **** to determine the whereabouts of the package. When **** scans a package as "delivered" the exact coordinates are documented into their system, so they're able to pinpoint the address of where the carrier was when the package was marked as "delivered". Using GPS coordinate technology, **** determined the package was in fact delivered to the correct address which we advised to the customer once we received this update regarding the initial investigation that was filed. We took it further and contacted ********* PO to discuss and once again, it was determined the package was indeed delivered. The package was delivered on 12/17/2022 and while the customer continues to dispute this, it would not be reasonable to expect a full refund on a product that was produced, shipped and verified as delivered. The customer assumes the package must have been stolen and so, we suggested that the customer files a police report since mail theft is a crime however, the customer refused to do so. We would also like to make a correction to the initial written complaint regarding the amount paid. The customer's grand total was $194.18 and not $265.00 as noted by the customer. We'd be happy to upload a copy of the order invoice if deemed necessary. A full refund is not possible and we apologize if the customer doesn't understand or agree with our decision. As we mentioned to the customer on 8/1/2023, we're happy to offer a remake as if it were still under warranty however, the customer refused this. Please understand our exchange/remake warranty is available for orders returned within ************************************************************************ falls within the 90 day window. If the customer chooses to accept our very generous offer, it will count as the warranty remake and cannot be returned/exchanged. If there are any additional questions or concerns, please do not hesitate to ask! We will gladly upload any documents that are requested by BBB. 

  Customer response

  08/21/2023

  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:

  Please note, I do not dispute the cost of the two glasses. Unfortunately, I didn't have the last invoice and provided the value of the glasses based on the estimate I had in my records.  With respect to the vendor's statement that I refused to file a police report.  I object to this statement. After months of calling them and being told that they received information that the package had been delivered, I requested a copy of the evidence so that I may go to the *************************** to file a report. I indicated that I needed this evidence so that I may show the officers taking the report what this was all about.  I never refused to file a police report. I never received the evidence.  These glasses were for reading and driving. I've since purchased a pair because it was essential for my daily use.   At this point, my prescription has changed. Therefore, have this vendor suggest they want to replicate the order makes no sense. 

    

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

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

  Business response

  08/22/2023

  We have already addressed this complaint with full details and with the customer by phone on several occasions. As we've already stated, a refund will not be issued. If the customer has a new prescription, we'd still be happy to offer a remake of the original order at a 50% discount (per pair) totaling $137.45. To take advantage of this offer, please contact **************** by phone ************ Monday-Friday between the hours of 9am-5pm EST. We respectively ask that BBB closes this complaint as this has already been addressed. Thank you.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered expensive aviators with transition lenses and all the best features in May for $231.17. It took longer than expected as they admitted they messed up during the manufacturing process. The glasses came apart day 2 of wearing them and the s**** was stripped and would not hold. I returned the product within 2 weeks and have been waiting on a response from the seller over paypal for over 2 weeks now. Complete negligence and uprofessionalism. You lost a lifetime customer.

  Business response

  07/10/2023

  We apologize in advance for any inconvenience our customer has experienced. The return was received and processed by our returns department however, due to an open case/dispute with PayPal, we're unable to issue a refund. As of today 7/10/2023, when we attempt to issue a refund, we're seeing the same message "Unable to process refund PayPal Refund Transaction with an Open Case Not Allowed". Since the customer opened a dispute with PayPal rather than returning the order for a refund, we're required to wait for PayPal to either decline the customers dispute OR accept the customers dispute in which they would deduct the funds from our account and credit the customers. The reason PayPal does not allow a company to issue a refund while there's an open dispute is to avoid a double refund. As per our warranty, refunds (less shipping) are granted if returned within 30 days - so if the customer did not open the dispute, we would have issued the refund (less shipping) on 6/26/2023. If the customer would like to cancel the dispute/case with PayPal, he/she may do so and to let us know so we can attempt the refund once again. Unfortunately there's no way for us to issue a refund as of today (7/10/2023) due to the open case/dispute with PayPal. If the customer has any further questions or concerns, please do not hesitate to reach out ************.
  
  Take care and stay safe!

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered glasses with a grey tint on the lenses. Instead, I received lenses with a red tint. They hurt my eyes and did not block out the sun at all. I asked to return the glasses for a full refund and asked for my shipping fees to be refunded. It was within the thirty-day window for returns. The company said they could not refund my shipping fees, even though they acknowledged that they sent me the wrong glasses.

  Business response

  04/12/2022

  Unfortunately, this customer was initially given incorrect information by one of our representatives who was at first confused. However, these lenses were in fact tinted grey in our lab. The representative was not aware that grey tinted lenses can, at times, appear with hues of red or blue. After the representative brought this to the attention of management, the manager was able to confirm that the lenses the customer received were indeed a grey tint which showed a hue of red which is normal, especially in certain lighting. We do see that the customer was made aware that the tint was in fact grey after the representative spoke with the manager and was also subsequently offered a free re-make with her return in which we would attempt to tone down the red hue or make any changes requested. As per our return policy, which is listed on our website, shipping is non-refundable as it is a service rendered by the carrier who handles the delivery. We apologized to the customer for any confusion and advised that we will be more than happy to send her out a brand new, remade pair. She can contact customer service at her earliest convenience if she wishes us to proceed with a remake into a new pair with a change in tint color, if she is not happy with the current tint chosen.

*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. ↩