Customer ReviewsforFUSE Lenses

I paid for and ordered my lenses 2 and 1/12 months ago. Fuse sent me the wrong lenses. After first trying to tell me that I was wrong and they sent me the correct lenses, which was complete ********* their customer **** ***** told me they were addressing the problem and sending me new lenses. That was over a month ago and I have heard nothing further from **** or anyone at Fuse. I have still not received my lenses that I ordered the. I had a good experience with this company 4 years ago; they absolutely **** now.

I am very sorry for any delays. I see the package was shipped last week and is out for delivery today: ********************************************************************************

I am very sorry for the lack of responses after he last spoke to you about the last update. There have been some delays with the lab due to coating machines being down. We definitely could have done better by reaching out and letting you know. 

If you need anything else upon receipt of the lenses today, please do not hesitate to reach out.

i ordered 2 weeks ago and have not recieved them are these coming from *****

Hello John,

I am so sorry that your order did not arrive promptly. All orders are custom cut and can take 4-5 days to process. I reached out to you yesterday and sent the tracking that showed there was a delay with USPS for a bit, but the order delivered yesterday: **********************************************************************************

Please let us know if we can help with anything else!

I ordered lenses in March. I had to call and ask where the prepaid box I paid for was. I received an apology and assurance that all haste would be given my order. It wasn't. When I received my order the lenses held no prescription. I called to say I couldn't place blame but I had filled out the Rx and PD info, so I'm not sure- maybe timed out? I got email from zach telling me to email my RX. I did immediately. I expected I hear back when they crunched the numbers. They emailed and asked for the Rx again. I sent it giving my phone and email so they could confirm cost. Never heard back. Twice more I nudged them... all I got were ads. I didn't expect them to give me anything free- I did ask if they would consider the cost of the unusable pair they sent in pricing the replacement lenses. Never a reply. So I cannot recommend FUSE- there are more efficiently places online to order from.

I am so sorry for the inconvenience. I saw that you were in correspondence with Zach and he replied to you on May 5th asking if the prescription lenses would be Single vision or Progressive, as we would not be able to proceed without that information. There was no response from you after that. We are more than happy to help and get this process completed and apply the original cost to your prescription lenses so you would just pay the difference. We would just need that information before we start. Please feel free to reach out to get this completed.

I have 4 emails to ZACH: 5/5/21 I email** the prescription to Zach in response to him asking for it. He receiv** it same day before 3:39 PM EDT

Zach (Fuse Lenses)

May 5, 2022, 3:39 PM EDT
*******

Thank you for sharing that script! To confirm did you ne** a single vision (distance only) or progressive (distance + reading) sytle lens done?

Best Regards,
Zach
Fuse Team
-------------------------------
Ireinterate the same afternoon that it is Single vision distance.
___________
5 days go by no response:
Icheck** in: Zach, �I updat** with this email last week can you please advise of the progress?
Thanks, **
______________
Zach, This pair is distance only.
Thanks, **

________________
Last contact to him on 5/12 no contact from him. I email him on 5/21: Zach, You ask if I ne** a single vision lens. The answer is yes, distance only. Can you confirm that you have all you ne** to get get the lenses started.
Thank you, **
> On May 19, 2022, at 9:03 AM, Fuse Lenses Support <**********@fuselenses.com> wrote:

Checked later and He says he had not heard so he had to "Close the Ticket".

There idea of customer service felt a lot like ignore the, maybe they'll go away. I should have known when I ordered to begin with. I prepaid for a shipping kit to be sent to me. $5 or so. iT NEVER CAME. I get a response to my email. They tell me their address and to send it as quickly as possible- on my dime, even though I prepaid for them to send me a mailer. I had to call them again. and they said they'd get it right out. Was very slow to arrive. I see some good reviews, but I see many like mine- bad customer follow thru.

Thank you for your response, Edward. I checked all previous email histories and the last email was Zach asking if you needed Progressive or Single vision on the 5th. He had the ticket pending, waiting for a response. Since there was no response in the allotted time we have set up for reminders, the ticket was automatically closed out, which was the response you received about the ticket closing. Your responses after the 5th never came through to us. It was definitely not a lack of wanting to help, it was just because we had never seen any of those responses you had mentioned. If you have a screenshot of your responses that never came through to us that you can send to me, I will be happy to look into why it never came through our system. You can email me at *******@fuselenses.com

We certainly don't want it to seem like we are not interested in helping. You (our customers) are the reason we are here.

I ordered a replacement pair of lenses for my costa Diego and I must say that I'm very impressed with the looks and quality I think even better than costa lenses great job fuse team I'll be ordering from you a lot more

Thank you so much for your 5-star review, *****! We appreciate your support so much. If you ever need anything in the future, please be sure to reach out to us! We offer an amazing warranty for your lenses as well. :)

Great customer service. My first set of replacement lenses lasted 5 years before the mirror coating faded. I purchased a second set of replacement lenses, not realizing they had a one-time warranty replacement guarantee. After a couple emails back and forth, Ariana refunded my entire order, including shipping. It looks like they've updated their warranty verbiage on their website to limit warranty claims to one year, but since it was still in paper print on my lenses as a one time replacement, regardless of time, they honored my request for a refund. Great lenses. Great service. I'll be back again and will recommend Fuse to friends and family!

Thank you so much for the great review! We do have a great warranty for all of our lenses. The Standard Polarized and Non-Polarized lenses have a 1-year warranty and our Fuse +Plus lenses have a Lifetime, 1-time replacement. We are always happy to help with a warranty replacement, so don't hesitate to reach out if needed. We appreciate your support!