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:03/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 cancelled order within ************************************************************************************************************************************************************ buying still from them.

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Transaction date: March 2, 2924 Transaction Amount: $118.44 Issue: I thought my eye glasses were broken by accident. However. after close examination, I discovered that the design of the the glasses were defective. December 16th, I reached to ******* on requesting a replacement. On December 17th, I received a response with pictures indicating that since the glasses were accidently broken, they could only offer a 15% coupon for my next purchase.December 20th, I responded on that their offer was unacceptable since the pictures that they provided validated my claim of design defect as the arm of the frames did not have screws, as they asserted. December 21st, they responded by offering 50% store credit and a $20 coupon. December 22nd, I wrote that their offer was still unacceptable. December 2nd, I received a survey regarding customer service and if I was satisfied the outcome. I have not had not had any further communications from them

• Initial Complaint

  Date:03/04/2024

  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.

  I placed and order on February 16, 2024. I tried to contact them but to no avail. I was using their chat option and nothing was resolved. Just a bunch of clicks to try and resolve my issue. The chat contact person didn't help but sent a bunch of emails without any resolution. The contact number they have listed on their website is out of service ************ and ************. I just want my money back since they're not responding to my emails with a contact number. This company is a fraud!

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed my order the afternoon of February 2nd and the morning after I realized that I had entered the incorrect prescription. Immediately I tried to call with the message. No one is available to answer your call. I waited for a little while and then tried calling again. Same message. I tried several more times and same thing. I found where I could email and got a return email back from *****. The email offered me two possibilities for a solution. 1. Get a refund to my C/C which would take up to 7 days or option 2. Get a refund to the Vooglam my wallet which would be immediate, I took the immediate because I simply wanted to place the order again. I waited and waited for it to show up and then emailed them again and got a strange reply that said be patient the customer service staff was on vacation and my request would be handled in the order it was received. Today is day 5 and still no response and no money in my wallet account on the Vooglam site. Oh yes I didnt mention that even though I contacted them in less than 12 hours after placing my order that I would be debited 10% and I would have to cancel the order to be able to reorder. So far this has been a awful experience. The glasses are what I wanted but the hassle is not worth it. At this point I would like to get a full refund returned to the C/C I used for payment and Ill give my business to another company that can provide me with satisfactory service.

• Initial Complaint

  Date:11/22/2023

  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 a pair of glasses from this company back in August of 2023. Much like the first pair I ordered from them, the lens was hanging out of the frame even though I paid for the highest possible index to thin the lenses. I was not contacted nor informed that my frame choice could not fit my prescription but rather was sent an unusable pair of glasses where the lens would constantly pop out, it was subject to cracking and damage (due to it jutting out) and my vision was also impaired. After trying to get in contact with customer service for so long, I finally got a call back and asked for a refund which after much deliberation and discussion was provided. However, after shipping the package it was returned to me with a message saying *** could not deliver to that address because it could not be found. I struggled again to contact the company and finally after getting someone on the phone I was provided with another label. This too was unable to be delivered and now Im having to pay for the package to be redelivered to my house because the package cannot be delivered to the address on the second shipping label.

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:
  
  Resolved 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/13/2023

  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 November 6, 2023 I placed an order for a pair of eyeglasses in website VooGlam.(SEE attached) I received confirmation from PayPal of payment charge inmediately(SEE attach). After three days I entered the VooGlam website to see the status, which I found out there was no purchase in my order list processed(SEE attach). I tried to contact the company by phone till the day of today with no response(SEE attach). I contacted PayPal through the App and placed a STOP PAYMENT, which they submitted an investigation. I waited for there response as indicated by PayPal, and they sent me and email as of today Nov. 10, 2023. In this email they offered to resolve the situation, and after I explained to the support sender the situation, I have not received any response(SEE attach). I WILL NOT let this company ruin my credit, charge what I have not received, and there does not appear any order placed and it has already been charged. I will your prompt effort in regards. I am still interested in this purchased, and I am able to receive the pair of eyeglasses, but what did they do with my prescription?? I do not want a pair of eyeglasses sent with any kind of prescription they would feel like sending, that is NOT CORRECT. So, I also need to know what did they do with my ordered prescription. Thank you

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  
  Resolved

  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:06/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Order summary Purchase date Mar 01, 2023, 11:17 AM Order amount $70.32 Total paid $52.74 Payment method used 6771 10/2025 Change Product summary GJGT558833-03 Qty: 1 GJGA596413-04 Qty: 1 GJGA596413-02 Qty: 1 GJGA596413-04 Qty: 1 Payment schedule First payment Mar 1, 2023 $17.58 Paid Second payment Mar 15, 2023 $17.58 Paid Third payment Mar 29, 2023 $17.58 Paid ----------------------------------------------------------------------------------------------------------------------------I have emailed them several times and let them know I wanted a refund it has been over 60 days. I contacted my bank I no longer use the card because I refuse to pay for merchandise I never received. I would like a refund promptly since I informed them that I would like my money back to them through Afterpay. My account is now frozen with Afterpay because this has not been resolved. I will not pay for merchandise I never received it must have been delivered to the wrong address. Give me my money back and contact Afterpay so my account can be fixed.

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Feb 17, I purchased a pair of prescription glasses from a business called Vooglam. The item order # ********* cost $72.17. The glasses did not follow my prescription and were made of poor quality. I immediately attempted to return the glasses and seek refund. I no longer want the glasses as they will not arrive in time for when I intende to use them. The glasses have not been worn or used. The business responded to my email requesting refund and ask that I send them pieces of information and that after receiving their requested information they would address the issue. Additionally , they responded to a business review stating "Dear customer, we are full of remorse to know that your shopping experience with us was not good. We are more than willing to assist you with this case. We encourage you to contact us at ************** or by email at ******************* with your order number. We are eager to resolve this matter to your satisfaction and hope to hear back from you soon. Thank you. Have a nice day."I have contacted the number listed three times at different times on 3/7, 3/8, and 3/9 during their time zone business hours. The phone rings and three times and then a generic voicemail comes on and says, " No support agents are available to take your call please call back later."

• Initial Complaint

  Date:02/15/2023

  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.

  I paid $129.66 for two pairs of prescription glasses. They provided me with a tracking number to follow my package for their online site. Their online site showed my package was delivered to my mailbox on February 13, 2023 at 3:59pm by ***** My mail carrier doesnt run that late but the issue is my package was not delivered. It wasnt in the mailbox, garage, home or at the neighbors. I used the tracking number to open a case with the ************* *********** and entered my tracking number. **** shows that the tracking number is invalid so this company is bogus and just took my money. I tried speaking with the company and have a communication trail where they keep saying the same thing over and over, via online that my package was delivered and kept giving me the same tracking number they **** says is invalid. The company only sends emails on our online conversation with no response as to how to solve this or to give a correct tracking number since I showed them that **** says their tracking information is not valid. These are not sunglasses they are prescription glasses that I need to see with. Had I known they were not legit or I would have this issue I would have never ordered from them and I will never again. I feel everyone should see what this company is about so they dont get taken for their money as well.

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  

  The company Vooglam has responded to me and have resolved my issues. They sent me a new set of glasses at no cost to me.

  Regards,
  
  *************************

• Initial Complaint

  Date:01/30/2023

  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 ordered a pair of glasses from this company. When they came they were way too small for my face and the photochromic lenses that are supposed to change from dark to light when you go outside we're not dark enough for my sensitive eyes. I have sent several emails and they are demanding that I send a video showing how they change in the light. I said it doesn't matter whether they change or not, it's not enough change for one and two they don't fit my face. They begin telling me they will give me 50% back. I don't feel like I should pay a dime for something that I cannot use. At this point they have stolen my money and are refusing to respond to me other than periodic messages offering me less than what I paid for something I cannot use. I want my full money back and I have no problem driving to ****** to hand them the product. They have made no attempt at all to peacefully resolve my issue and I have probably sent 10 or more emails complaining. I did warn them that if they didn't handle the situation then I would be reporting them.