39dollarglasses.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I mentioned in the first email that the frame was asymmetrical. You sent me the return authorization only after the complaint had been sent to you by Revdex.com. The glasses are returned due to being faulty and I am entitled to claim a full refund plus any other losses that have been incurred as a direct result of faulty item being supplied, such as the costs of postage and the costs of returning the faulty item.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This process is not helpful. The business is digging their heels in about the wording of their warranty and the Revdex.com is not doing anything other than sending emails back and forth, which is what was happening before I filed the complaint. I'm not sure where to go from here. The business is not willing to budge or admit to any confusion/misleading wording in their warranty; yet, I am a smart person and I found it confusing/misleading. It seems the only outcome here is that the business will keep my $90 and will lose me as a customer and I will share my unfortunate experience with other people and recommend against using this company. The whole thing is really a shame. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As agreed to by the customer when placing her relensing order, we cannot be responsible for the frame's value:At 39DollarGlasses.com® it is our pleasure to put new lenses into your own existing frames. We will take every precaution possible to ensure your frames are maintained in the same condition...

that you sent them. If, in the rare instance that something should happen to your frame in the lens replacement process (e.g. frame scratches or breakage, loss during transit), we cannot be held responsible for the frame's value. In addition, if you would like to keep your old lenses we recommend you remove them from the frame prior to sending (we will make every effort to return them but we cannot guarantee this). Due to the additional processing involved using a customer's frame, we ask you allow up to 7 business days to process and ship (after we receive your frame). Occasionally, additional days are required, but it is not typical. Promo codes and Eyebucks™ rewards points cannot be used for re-lens orders. Because this can happen with any frame, at any time, and because of the custom nature of the work being done, we do not offer to compensate a customer for their frame if this occurs. This was agreed to, in writing, prior to our ever starting the work on her frame. While frames may be relensed multiple times without issue, breakage or damage can occur at any time, and can also occur in a brand new frame.We did offer to continue production in one of our own frames, which the customer did decline, and so in accordance with our terms, we have submitted a refund for her via check, as she did pay with a money order, and we are refunding the customer, in full, for the order.Should the customer decide she would like to proceed in one of our frames, she is welcome to contact us regarding this.

We do appreciate the customer's feedback; however, having been in business for well over 15 years, we do not nor do have any reason to deceive or otherwise mislead our customers. We are further unsure how we could have been more clear with regard to the warranty, and we do assume that if the prescription was not correct, this would have been advised at the time the customer requested to return the glasses, regardless of the warranty policy.  There was no advice of an issue with the prescription in the lenses themselves at any time during his chatting with us to request to return, nor is it notated anywhere in his return paperwork.However in all cases of returns of excluded packages, because we do want to ensure our customer satisfaction, we do inspect the prescription, and did find the tinted pair to be made to what was ordered.  The customer returned both pairs of glasses, advised one frame was not correct and requested a refund for both pairs, which was issued in line with our posted warranty policy. Because both pairs were inspected, and only one was found to made incorrectly (the frame used was not the frame ordered), only the pair that was incorrect was refunded in full. Because he selected an excluded lens package for his tinted lenses, the returned glasses were inspected and found to made correctly to his order specifications, and therefore was refunded at 50% of the price he paid, which was $84.45.The clear pair, which was purchased as part of a 50% off promotion, was refunded in full at the amount he paid for the glasses, which was $61.97.  This policy was provided to him at the time he requested to return the glasses, as indicated on the return form we have attached to this response. Again, in our provision of our warranty in its entirety, we are unsure how we could have been more clear regarding our policy, as the warranty is placed conspicuously on the form, directly where the customer notated that he would like a refund, as per the return form that the customer sent with his glasses, which we have attached for review.

The customer sent us a frame for custom re-lensing, which we received, as advised, on 5/**. As per our terms & conditions, which the customer was required to read and agree to prior to placement of her order, production typically takes 7 business days, which, based upon the received date of...

5/**, would mean her order would have been able to ship no sooner than Tuesday, June [redacted]. Because of the delay with the payment, processing was delayed by one business day, and is shipped today, June [redacted], which is the 8th business day from the date of receipt. A personal check was sent with the frame, which was not in line with our website's advice; as per the screenshot we have pasted to this response, we specifically advise that personal checks are not accepted, but certified checks and money orders are accepted. Please also see the highlighted portion of the Terms & Conditions, where we do ask for 7 business days to produce the order, and advise that occasionally, additional days are required.While we apologize for any delays, we were initially delayed by her sending a personal check, which did result in her order being delayed by 1 business day.Prior to our receiving this complaint, her order was already shipped today, under tracking number [redacted]. This information was also emailed to her directly.

The refund amount is correct in accordance with our warranty which is posted on the website. Customer has been offered the additional 30% in store credit plus an additional $15 for her troubles as a courtesy. However, no further refund is due at this time.

As indicated in our posted warranty, the Original order is eligible for a full refund or one-time remake at no cost.It is clear, based upon the customer's complaint, that she misunderstood a remade order as her original order, which we have never had issue with a customer misunderstanding prior to...

this complaint,  but the advice of a one-time exchange is also made in the warranty, to avoid any confusion.Subsequently, after that initial period, a remake or refund is advised as offered at 50%. Because the customer returned her original order and opted for the one-time remake at no cost, her return of the remake order did result in a 50% refund.Here is our entire warranty, as the customer posted only part of our warranty in her complaint:At 39dollarglasses.com, we offer a 100% Worry-Free Guarantee (certain lenses excluded*). Our objective is simple: to make sure every customer has a wonderful experience purchasing from us. If you are unhappy for ANY REASON you may return your eyeglasses for a full refund on your original order (except shipping, which is not refundable) or a one-time exchange at no cost. (Exchanges for higher-priced items will only be charged for the difference in price). We even provide FREE return shipping! Simply follow the following instructions: Contact us by phone or email within 10 days of when your order was delivered. We will happily provide you a Return Merchandise Authorization (RMA) number along with a pre-paid postage return label (domestic First-Class U.S. Mail only). We cannot process or honor returns without an RMA number.Shipping charges cannot be refunded.Return package must be received within 30 days of original delivery date. Refunds can only be issued after we have received the original merchandise back.Returned items must be in original condition in the hard case you received from us. However you may keep any accessories as our free gift.After the 10-day period, up to 120 days after receiving your glasses, orders are then eligible for a 50% exchange credit or 50% refund.If returning one pair from a buy one get one promotion, the discounted pair is eligible for a full refund or credit*. If returning only the full price item we will deduct the amount discounted when issuing a refund or credit*.*Excluded Lenses: All [redacted] and [redacted] Lenses. These exceptions are eligible for a 50% exchange credit or 50% refund up to 120 days after receiving your glasses. Exchanges for higher-priced items will be charged for the difference in price from the original pair plus a 50% remake fee.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] Correct they arrived yesterday but did not arrive in two days from the order date. That's usally how two day shipping works! Especially when I paid for it!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are unable to provide a full refund, as the customer has used our services before, and this order shows a different PD value than prior orders.The prescription may have been identical, but the PD was not, and, as such his refund was properly issued at 50%.The prescription was inspected and was...

accurate and made to order; however, he changed his PD, which would affect his vision.

We see that the customer placed her order after hours on 7/**,and this was refunded the next morning upon our review of her order.Upon our reviewing her order the next day for processing, her order comment advising an issue was seen, and the order was refunded in the amount of $39, the price she in...

fact paid. Her comment in fact stated that she hoped she did not have to file a complaint, but her complaint was filed well before we had any chance to correct the matter, as per the date of this complaint. In short, we never were provided a reasonable opportunity to correct an error with her directly, but the issue was corrected immediately upon our review of her order, 12 hours after she placed it. However, the customer was never charged any shipping as per her complaint, and as per the invoice, which we have attached for review here.At this time, based upon the customer's advice that she will file a complaint anytime an error is made, for verification and research purposes, we now ask for the customer to provide some documentation, such as a receipt, showing we charged shipping.

The customer is welcome to return the glasses for inspection and if found to be a defect, we will be happy to correct the issue, but he was advised correctly that we do offer a 30-day Worry Free period; after the worry free period, up to 120 days after receipt, we offer to remake the glasses for...

50%. Because the customer was outside of that time frame, this information was advised correctly; however, because we do indeed stand behind our products, we are happy to review the glasses for possible defect and if deemed to be a defect, we will be happy to correct it.If this is not deemed to be a defect, but rather due to the care and/or handling of the glasses, or an otherwise undetermined problem, we will, as a matter of courtesy, extend the warranty to cover the 4 days, and offer the 50% remake, as per our warranty policy that is posted on each page of our website.

We resent the RMA after the customer advised she did not receive it, as per our original response.We do assume that the customer did review our warranty policy prior to entering into a contract with us to do business.As per this warranty, we offer a free remake or refund of the purchase, less any shipping.We do not refund shipping as per our warranty, but we do offer a free remake for any reason.Additionally, we do not provide return shipping for our customer outside the United States, making her return shipping costs not refundable.This is clearly posted in our warranty, which we have posted below for review. Please note that this warranty is clearly posted on each page of our website, and is available for review during the order process, to avoid any confusion with regard to what we offer and do not offer. [redacted]

Because we advise the polishing will be pristine, we will ensure that the lens edges will be smooth, but we do not nor have we ever guaranteed a specific level of polish and resulting sheen on the lens edges.As such, the customer is welcome to return the glasses for inspection; however, we do advise...

that if the lenses are smooth, we will issue a 50% refund as per our posted worry free warranty regarding these lenses.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: They did not process my payment in a timely manner and after the order is placed, it does say they accept checks (see screenshot). They should change this. Saying you accept checks in the email, but putting you don't in fine print isn't something that customers should have to deal with. I received my glasses and I am happy with them, but they should know that it does say they accept checks. Sincerely, [redacted]  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have not received any correspondence related to your order prior to right now that I can see. However, I'll be sure to have someone contact you with the necessary information ASAP! Thank you for being a customer and we look forward to working with you to resolve this matter.

The customer made his purchase on February [redacted], and the order was shipped from our facility on March [redacted], well ahead of our typical production time frame.As per our worry-free warranty, we ask that if there are any issues with the customer's new glasses to please contact us within 10 days to...

receive a prepaid shipping label, and the product must be received by us within 30 days of receipt to be covered for a free remake. After the 30 day period, we do advise that a refund or remake is at 50% of the original price.The customer contacted us on April [redacted], over 30 days after receipt, to advise that one lens felt off in terms of the orientation of the lens.We advised that while the order was out of warranty, we would issue the authorization to return for inspection, and if they did not pass our inspection, that we would remake at no charge. However, as per our warranty, a refund back the customer's card would be at 50%. We received his return May [redacted] and inspected the lenses. We found the segment height on one lens to be slightly off, and began a remake as per his agreement. The customer opted to have the glasses remade, and we began the remake on May [redacted].The frame selection made by the customer was ill-suited for progressive lenses, and after several failed attempts on our part to produce the lenses to our own satisfaction, advised the customer to change his frame selection to a taller frame that was more suited to progressives. We upgraded his shipping to ensure he received them as soon as possible upon completion.We did experience difficulty producing his lenses, which we have apologized for. At this time, the customer has been in possession of the remake order for one week, as it was delivered to him on July [redacted].If the customer is not satisfied with his remake order, he is able to return the order as per our warranty.

As stated on the phone you are entitled to a free replacement frame. We can either send this frame to you so you can have it replaced locally or you can send the glasses back to us and we can replace it for you.

We are unsure how the customer has arrived at 4 week timeline since we advised we were returning his frame, as his order was placed less than 4 weeks ago, and we advised him via email on 4/** that we could not use his frames. He advised us 5 days later, on 4/** that he would like to order canceled...

and the frame returned. Regarding our response to his contacts with us, we offer the option to leave a voice message at any time, allowing the customer to not wait on hold if we are experiencing higher than normal call volume, and we also offer Live Chat. Despite these other communication offerings, we have been corresponding solely by email throughout the entire process, with the exception of his call to us today, and all emails he sent were answered within one business day or less. Our last communication was 4/**, when we advised, via email, that we were returning the frames as per his emailed request from that same day, which was in fact less than 2 weeks ago. Until we received his email dated 5/* after close of business, we assumed he had received his returned frames, and were unaware there was any issue with regard to the return shipment until he advised us this was the case.The customer is correct that we are unsure where his frames are currently, as the tracking for the shipment is clearly not available.This is specifically why we offered to replace his frames as soon as we were made aware of the situation.We did speak to him by phone today, and advised that while we did ship back his frames as requested on 4/**, we were unable to locate tracking, and therefore would be happy to replace the frame for him. We have issued his refund as promised, and he currently has the receipt showing that this refund was completed, as promised.As per the customer's advice in his complaint, we are working with him currently to replace the frame, (not select another frame as he states, but to replace the exact same frame), but because we do not have the frame model number or sizing, we cannot replace the frame without his input. We are fully aware of the style and price point of these frames, we simply require the specific sizing and model, so we can be sure we replace the frame with an identical one.Additionally, because the customer himself also does not know what model the frame was, or its sizing, we have offered to send him photos of the various models of the style frame he sent us, so he can assist in the replacement of his frame. This further confirms we are in process of resolution with him.

We apologize for any confusion that the customer may have had, but we do specify in our warranty that the offer to fully refund or remake at no cost is one-time, and on the original order. After the original order is remade, subsequent remakes are charged a 50% remake fee, and likewise, refunds...

after the original order is remade are issued at 50% of the original order.The customer utilized the exchange at no cost on the original order, and then requested to return the remake order because the frame style did not work for her. Please note that the orders were returned due to the customer not liking the style for sunglasses. Neither pair were defective in any way.We do assume that since we advise of a "one-time" exchange at no cost, or a full refund on the original order, that this is understood to mean that subsequent remakes are not also free, or that a refund after a free remake will be in full. As per our warranty, which has been in place for several years and is pasted below for review, the original order is able to be returned for a refund or a one-time exchange at no cost; once the order has been remade, subsequent returns are able to be refunded at 50% of the original order, or a remake will be assessed a 50% remake, or exchange credit.100% Worry Free Guarantee At 39dollarglasses.com, we offer a 100% Worry-Free Guarantee (certain lenses excluded*). Our objective is simple: to make sure every customer has a wonderful experience purchasing from us. If you are unhappy for ANY REASON you may return your eyeglasses for a full refund on your original order (except shipping, which is not refundable) or a one-time exchange at no cost. (Exchanges for higher-priced items will only be charged for the difference in price). We even provide FREE return shipping! Simply follow the following instructions: -Contact us by phone or email within 10 days of receiving your eyeglasses. We will happily provide you a Return Merchandise Authorization (RMA) number along with a postage pre-paid return label (domestic -First-Class U.S. Mail only). We cannot process or honor returns without an RMA number.-Shipping charges cannot be refunded.-Return package must be received within 30 days of original delivery date. Refunds can only be issued after we have received the original merchandise back.Returned items must be in original condition in the hard case you received from us. However you may keep any accessories as our free gift.-After the 10-day period, up to 120 days after receiving your glasses, orders are then eligible for a 50% exchange credit or 50% refund.-If returning one pair from a buy one get one promotion, the discounted pair is eligible for a full refund or credit*. If returning only the full price item we will deduct the amount discounted when issuing a refund or credit*.*Excluded Lenses: All UltimateViewHD™ and Varilux® Lenses. These exceptions are eligible for a 50% exchange credit or 50% refund up to 120 days after receiving your glasses. Exchanges for higher-priced items will additionally be charged for the difference in price from the original pair.The customer's return of both pairs of glasses was received yesterday, and in line with our warranty, a 50% refund has been assessed for the refund amount, due to the order already being remade once at no cost.

Review: Purchased a pair of glasses from this company.

Advertising on their website noted the following items/amenities as part of the purchase price: (quoted below)

(a) Tough scratch-resistant coatings

(b) 100% UV Protection

(c) Pristinely polished lens edges

The glasses I received did not have lenses whose edges were polished, edges are grainy and grayish, they are just cut plastic/resin. I will be happy to forward photos showing the unpolished edges of these lenses

In a Web-chat conversation with their representative "Thomas" on Monday 2/*/16 at about 4:35pm , Thomas said:

"[redacted] "

Generally "polished" has the following definition:

Shiny as a result of being rubbed - "a polished mahogany table"

Synonyms: shiny, glossy, gleaming, lustrous, glassy

I am unhappy with the glasses because they are not finished as advertised.

I believe this company is guilty of false advertising/not delivering product as contracted.Desired Settlement: They guarantee satisfaction with their glasses, and have offered to send me an RMA number, and refund.

I would prefer one of the following two outcomes

(a) I'll keep the glasses as-is if they will give me a refund of $10,

or

(b) Send me new glasses with polished lens edges, and on receipt, I will return these - They pay shipping to me, I'll pay return shipping to them.

Business

Response:

We are sorry to hear of the customer's dissatisfaction, and issued a return authorization and return shipping label on the date he contacted us, 2/*/16.We do not make practice of paying off our customers to keep products they are dissatisfied with, as that, in our experience, is poor business practice, and does not ensure our customers' satisfaction in the long term.In cases such as these, we are happy to correct the problem, or we are happy to issue a refund on the purchase, in line with the advice given to him via live chat on 2/*/16, and in line with our posted warranty, which offers a refund or remake on orders such as these, "or any reason".As per our warranty, we do request to receive the return first, so we can determine both whether the issue can first be corrected, and also to have a comparison to ensure the remake is to his satisfaction, if that is indeed possible. We provided return postage on 2/*/16 for this purpose.In any case, we look forward to receiving the return and resolving the matter for this customer, in line with our warranty policy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT truly satisfactory to me.However I accept that the company stands by their offer of a full refund, and the matter has been resolved.

Sincerely,