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Business Profile

Eyeglass Suppliers

EyeBuy Direct, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyeglass Suppliers.

Complaints

This profile includes complaints for EyeBuy Direct, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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EyeBuy Direct, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 an paid for a pair of progressive lens glasses with blue-light blocking. The first pair had zero blue-light blocking. I complained, and they sent me a second pair. This pair was identical to the first pair, with no blue-light blocking. I asked for a refund. They said they would send a 3rd pair with "enhanced" blue light blocking for an additional $100. I refused, and again asked for a refund. They told me the refund had been processed. Then after 2 weeks and no refund, I again contacted them and they said they were waiting for the returned glasses, which was never mentioned when we discussed the refund. I asked for a pre-paid envelope or container to send them back. They said I had to pay for the return, and send the receipt, and THEN they would send my refund and refund the shipping. I demanded to speak to someone in the ************* with this company. They said they couldn't do that. I then asked to speak to a manager in the *************. They said that person would have to call me. This has been going on for 6 weeks, and I've received NO phone calls. I monitor my phone 24/7 and have received no missed calls, yet they keep telling me they called twice each time and no one answers.This is a HUGE rip-off. They have no intention of refunding my money! Everyone you interact with is overseas somewhere, and gives you the run-around and doesn't answer any question directly.

      Business Response

      Date: 06/18/2024

      Hi Les,

      We sincerely DO apologize for the inconvenience caused.

      Please be advised that we successfully refunded $101.03 thru paypal_credit_card (*****) with Transaction ID ntvwrca7 on Jun 3, 2024.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In your picture they say ********** on the lens. Mine do not say that? Are they a knock off? Why isnt the brand name on the lens as pictured On your website?

      Business Response

      Date: 05/15/2024

      Hi *****,

      We sincerely DO apologize for the inconvenience caused.

      We made attempts to reach out to you but unfortunately was unable to establish contact.

      Please note that branded lenses are exclusively offered for non-prescription options. Prescription lenses are sourced through providers affiliated with Eyebuydirect.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

      Customer Answer

      Date: 05/15/2024

      They should let their customers know that they are not actual RayBan that they are paying a premium price for. 

      Customer Answer

      Date: 05/16/2024

      I am rejecting this response because:  They should let their customers know that they are not actual RayBan that they are paying a premium price for.
       

      Business Response

      Date: 05/24/2024

      Hi *****,

      We sincerely DO apologize for the inconvenience caused.

      We made attempts to reach out to you but unfortunately was unable to establish contact.

      Please note that we successfully refunded $202.75 for your order ******** thru paypal_credit_card (*****) with Transaction ID ******** on May 21, 2024.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

    • Initial Complaint

      Date:03/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 two lightweight frames as advertised on the website. After receiving both frames, realized there were both too heavy. After contacting the business, I was told they could only do a final replacement. I requested the same frames that I had ordered last year, only to be told they had changed their supplier to a cheaper service, and can no longer accommodate my lenses. After searching for new lenses, NONE of them are both lightweight and can accommodate me. Since this company has lowered the level of service they provide, and I have already returned the heavy glasses using my own money, I want a refund of the glasses that I returned.

      Customer Answer

      Date: 03/12/2024

      Company called but no refund given.

      Business Response

      Date: 03/22/2024

      Hi ******,

      We sincerely DO apologize for the inconvenience caused.

      Our agent tried to contact you but had no luck to reach you.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

      Customer Answer

      Date: 03/25/2024

      I am rejecting this response because:   I did not receive any refund! There is no reason to reach out to me to process a refund!

      Business Response

      Date: 03/28/2024

      Hi ******,

      We sincerely DO apologize for the inconvenience caused.

      Our agent tried to contact you but had no luck to reach you.

      For your order ********, please be advised that we successfully refunded $520.42 thru paypal credit card (*****) with Transaction ID ******** on Mar 27, 2024. Also, the shipping insurance $5.20 is not refundable.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

      Customer Answer

      Date: 03/29/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:02/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 glasses on 2/9/24 from eyebuydirect.com and noticed an incorrect sales tax rate (*****% instead of the correct 8.25%). **************** assured me a refund, but after two weeks, it hasn't been processed. Disappointed with the service, seeking assistance to rectify the issue and considering a return for a refund.

      Business Response

      Date: 03/01/2024

      Hi *****,

      We sincerely DO apologize for the inconvenience caused.

      Please be advised that we successfully refunded $74.78 thru paypal_credit_card (*****) with Transaction ID 38c6j76b on Feb 28, 2024.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

       

      Sincerely,

      *****,


      Customer Answer

      Date: 03/01/2024

      why not issue total amount $75.76 

    • Initial Complaint

      Date:02/22/2024

      Type:Product Issues
      Status:
      Resolved
      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 2 pair of glasses. First issue, I didn't get the 1 pair. Second issue, the 1 pair came scratched as you can clearly see in the photo. I tried working with customer ************** won't help. I wanted to send back the scratched pair for a refund and get my Missing Purple glasses. At this point, I just want a full refund!

      Business Response

      Date: 03/13/2024

      Hi *******,

      We DO apologize for the inconvenience and confusion caused to you.

      Please be advised that:
      We successfully refunded $56.76 thru paypal_credit_card (*****) with Transaction ID ******** on Feb 16, 2024.
      We successfully refunded $135.89 thru paypal_credit_card (*****) with Transaction ID ******** on Mar 1, 2024. 

      So we have refunded full payment for your order 96743984.

      Should you have any query or concern, please feel free to contact us. We are available to assist you 24/7.

      Toll Free:
      1-855-EYEBUY1
      ************** (US)
      *************

      Fax Number: **************
      Email address:**********************************

      Thank you.

      Customer Answer

      Date: 03/13/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:02/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They won't stop emailing me. I unsubscribed all the time for about 4 months. I've never made a purchase. I received 3 emails already this morning. Please make them stop.

      Business Response

      Date: 02/22/2024

      Hi ********,

      We sincerely DO apologize for the inconvenience caused.

      Please be noted that we have unsubscribed promotion emails successfully for you. 

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

       

      Sincerely,

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


    • Initial Complaint

      Date:12/18/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 number ******** on December 1. They claim to have shipped it but I have not received it. Worse, the tracking number they gave me shows that it was never shipped.It is clear that the items were never shipped and that they will not arrive within the commitment period written on their web site even if shipped today, since **** is running very slowly and taking ***** days to ship items, even short distances.

      Business Response

      Date: 12/29/2023

      Hi ****,

      We sincerely DO apologize for the inconvenience caused.

      Our agent tried to contact you but had no luck to reach you.

      Please let us know if you receive the both packages or not. Based on the tracking information, the both packages were delivered successfully.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

      Customer Answer

      Date: 12/29/2023

      I have reviewed the business response and accept this resolution. Although the glasses were delivered late, and apparently mailed seven or more days after the label was printed, at this time I do have them and they are not defective.  Thanks to BBB for assisting in resolution.

    • Initial Complaint

      Date:12/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 as a last resort and in a hurry because i needed them right away. The website advertises "If you buy right now, you can get them by tomorrow" which is the only reason i purchased them. There is no disclaimer anywhere saying it is not guaranteed. So i placed my order today 12/14/23 expecting to receive them by tomorrow 12/15/23 and even paid for expedited shipping. now the company is saying they will not be able to get them to me in the time frame promised in the beginning.

      Business Response

      Date: 12/29/2023

      Hi *******,

      We sincerely DO apologize for the inconvenience caused.

      Our agent tried to contact you but had no luck to reach you.

      Please let us know if you receive the package or not.

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

      Customer Answer

      Date: 12/29/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:12/12/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 # ******** Purchase date of eyeglasses and hard shell case: 11.30.2023 Amount paid for hard shell case: $5.40 including tax This order was received on 12.7.23. On 11.30.23, I order a PINK hard shell glasses case along with eyeglasses. However, the incorrect hard shell case was shipped to me--I was sent a tan hard shell case (see in pic). I emailed requesting the pink case that I had ordered and was told via email to pay to ship it back in order to receive the correct one. I will not pay to ship when it was eyebuydirect's company's mistake.I would like a pink hard shell case sent to me at no charge to me. Again, this is their mistake.

      Customer Answer

      Date: 12/16/2023

      This business has addressed my issue and resolved it.  I am satisfied with their offer.

    • Initial Complaint

      Date:12/05/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Back in October I bought 2 sets of glasses from EyeBuyDirect a retailer online. 2 weeks later they arrived and neither was anywhere close to my prescription. I asked for a refund and the guy agreed to refund and sent me a RMA label. I sent the glasses 2 days later, I think it was 2. The guy claims to have not received the return and refuses to refund the cost.I'm hoping that you can help with this. Personally, I think this guy is a fast-talking scam artist. I uploaded the shipping label and will look for the dates and anything else.Thanks!

      Business Response

      Date: 12/15/2023

      Hi ******,

      We sincerely DO apologize for the inconvenience caused.

      Please be advised that there was the delay on tracking information on the carrier website. 

      We successfully refunded $159.72 thru paypal_credit_card (*****) with Transaction ID ******** on Dec 15, 2023. Kindly receive it within 3 to 5 business days. 

      Should you have any queries, please kindly let us know so we may assist you further. 

      Feel free to contact us with any questions were available 24/7! 

      Thank you.

      Customer Answer

      Date: 12/15/2023

      I have reviewed the business response and accept this resolution. 

    EyeBuy Direct, Inc is NOT a BBB Accredited Business.

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