Go-Optic.com

Review: Tuesday, 8/I purchased a pair of Fitover Sunglasses for my yrold mother for an upcoming event where she would be outside an extensive amount of time so therefore needed eye protectionBecause I was late placing the item I paid extra for quick deliveryI received a confirmation which told me I would b informed if there were any delays, or other problemsThat was the last I heard from themI emailed customer service a few times asking where the glasses were when my mother had not received them by Friday, 8/On Tuesday, 8/I called the company and was connected with a very rude woman who who first told me I had not place an order but upon my insistance she did find oneThen she told me the glasses were not in stockI asked why they hadn't told me the frames I wanted weren't in stock so that I could choose another pair and got no definitive answerI then asked what other frames were instock because I was desperate to get these to my motherShe told me that no frames were in stock! I said I'd like to cancel my order and was told I couldn't do that and I needed to read the fine printI'll admit at this point I was beyond agitated! Mostly I was afraid that I was not going to get any glasses for my aging mother and they had me over a barrelI asked when they would be in stock and she said she didn't know it was up to another department to find that outAt this point it was maddeningThen I found out there is a restocking fee of 20% so even if I did buy the glasses somewhere else I was eventually going to have to return these frames to Go-Optic and take a huge hit because of their inability to deal fairly with the customerNow the customer service woman informs me my credit card has already been run so I have paid for glasses that they don't even have in their possession to send to me nor do they know when they will receive themShe did finally make some call while I was kept on hold and came back to say they should be in later next weekNo...unacceptable! I have emailed customer service several times since then and they never answer my questionsThey did finally send me a notice that the glasses are "on there way" August With all the distress I have had over this, the lack of communication on their part...the least they could have done was overnight themAlso at no time have I received an itemized invoice from themI have had to purchase another pair from someone elseSo I assume I will now have two pairThe Go-Optic pair are going to be delivered to late for my mother's trip.Desired Settlement: I would like them to address all of the concerns I have sent to them along with an apology and I would like a refund of the extra shipping costI'm okay with paying for the glasses but the extra shipping cost was all in vein since they are so late
Business
Response:
We apologize for any inconvenience you may have received with the delivery of your orderIn most cases the processing times for orders are around business days, however, in certain circumstances they can exceed this time periodUnfortunately we would not be able to expedite this process, we do apologize, however we can offer you free priority mail shipping on your next order due to the inconvenienceIf you have any questions or concerns, please let us knowThank you
Sent on: 9/4/7:08:PM

Review: I ordered a pair of sunglasses for my wife for Christmas. The sunglasses did not fit so we contacted Go-Optic for a return authorization to exchange the sunglasses. The return was received on 12/31/2013 and the goods were shipped via UPS on 1/2/2014. Sunglasses were received and signed for at Go-Optic on 1/9/2014. On 1/15/2014 I received an e-mail stating that my order had been cancelled at which time I called Go-Optic to see what the issue was. On 1/16/2014 I replied to the e-mail stating that there was a return associated with the order and asked that they confirm that a credit would be issued to my credit card. On 1/17/2014 I received another e-mail stating that they were holding the credit in my name for another order. I then called to say that I did not want a credit for an exchange but that I wanted the money refunded to my credit card. The customer service person I spoke with said he would have to speak with his supervisor to authorize a refund. On 1/18/14 I received an e-mail stating that a refund had been issued. On 1/24/14 I still had not seen the credit on my account so I called once again and was told by the customer service person that she saw a refund had been issued. It is now 1/28/14 and I have yet to receive a refund on my credit card.Desired Settlement: Please refund the amount of my purchase less the 15% restocking fee as per your return policy.

Business

Response:

RETURN WAS REFUNDED ON 1/27/2014 AND TAKES UP TO 3 BUSINESS DAYS TO POST TO CARDHOLDERS STATEMENT. PLEASE LET US KNOW IF YOU HAVE ANYMORE QUESTIONS. THANK YOU.

Sent on: 2/6/2014 4:42:29 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I ordered a pair of glasses with fancy lenses on April 24th. I double checked with them online to make sure everything was in stock before I ordered, and they said the glasses would ship out the latest by May 2nd.

The glasses didn't ship out until May 15th. When they finally did show up, they didn't have any kind of anti reflective coating on them at all. So I had to send them back, and wait another 2 weeks for them to put on a coating. I am still not convinced that the coating they put on is the correct one that should have been put on - the anti reflective quality doesn't seem as good as my other glasses.

They shipped out the now-coated glasses again on June 2nd - so more than a month after they originally claimed they would be shipped.

You should find any option other than this company if you are looking for glasses online.

Review: I hope, for your sake, you are reading this BEFORE you order from Go Optic. In a word, they are simply criminal. I ordered Ray Ban sunglasses, the prescription so far off it was like not wearing glasses at all (they did NOT allow for "wrap compensation" according to my local optician), and the nose pad was bent at a 90 degree angle, impossible to bend back without breaking. Here's what Go Optic will do for you in this scenario: Absolutely nothing!! They stand RIGIDLY by their "No Refund Policy"...give you ZERO REFUND for the screwed up prescription, and charge a 15% restocking fee (really?! Going to RE-SELL these defective frames??) and, of course, you pay for return postage. In short, I got a $78.01 refund for glasses they charged $292.95, a LOSS of $214.94, plus postage. The negative reviews here are completely accurate, and you would be VERY unwise to RISK buying from this rip-off company. Scan the Internet for other negative reviews, you'll find them. What is unbelievable is that they remain in business and that the state agencies complained to apparently do nothing. Yes, I will write to the Revdex.com and their state attorney general. By the way, you are wasting your time to speak with "management." They will quote the "No Refund" policy, period, end of story, and do nothing. That policy may be fine if I simply change my mind. When Go-Optic sends a completely screwed up pair of glasses, completely unwearable and unusable, completely a manufacturing and quality control problem, that is, or should be, an EXCEPTION to their "No Refund" policy. In short, you buy from them, you take a great risk of getting screwed and ending up here, posting your negative review, and OUT a BUNCH of money.Desired Settlement: Full refund for unwearable prescription lenses; balance of refund (they withheld a 're-stocking fee') for defective frames. $229.94 amounting of refund requested (I will eat the shipping costs)

Business

Response:

We apologize for any inconvenience with the merchandise. We were doing our best to offer a solution to the customer but customer was unwilling. The nose piece was not defective as explained and could have been adjusted if desired. The lenses were not incorrect, but we were still willing to work with the customer, but again, they were unwilling. Situation ultimately led to customer cancelling their order for a refund, therefore it was processed in accordance to the policy. Unfortunately, we are cannot issue a refund for the lenses because they were accurate and even though we were willing to work with the customer on a new pair, we were unable to offer a refund for them since they are no longer usable and cannot be resold. Again, we apologize to the customer for any inconvenience and we hope they understand the reason a refund was not honored. If you have any questions, please let us know. Thank you. Sent on: 10/15/2015 7:40:26 PM

Consumer

Response:

Review: Go-Optic sells eyeglass frames. When I received the frames, they were very low quality and so thin my optometrist said he could not install a prescription in them. I called the company to ask for a return, but they require a restocking fee and I have to pay for return shipping. I think this is unfair. They should stand by their product and refund the price without any penalty or fees.Desired Settlement: refund without a restocking charge and shipping to cover the cost of the return

Business

Response:

We're sorry for any inconvenience, but these are budget items, and lenses are included actually, but customer opted out of it. We can make lenses for them, not sure why the eye doctor wouldn't. Unfortunately we cannot comment on services offered elsewhere, but we can add lenses to them if desired. Unfortunately the restocking fee will not be waived for this reason, we apologize. Next time consider having us add the lenses so there won't be issues like this with other places? Thank you. Sent on: 8/21/2015 5:43:14 PM

Review: Placed order # [redacted] on 6/19/2014 - Credit card charged on 6/23

Contacted Go-Optics on 6/30 and was told frames were in lab and order will ship by 7/3, but the order did not ship.

Contacted Go-Optics on 7/3 and was told the frames were still having lenses made and the order will ship on 7/7 but the order did not ship.

Contacted Go-Optics on 7/9 and was told that the frames that I ordered were on back order and would not be in stock until at least 7/16

Called Go-Optics on 7/9 Evening to talk to a supervisor , supervisor was very short with me , cancelled the order and HUNG UP on me .

I received a E-mail confirming the order was cancelled but no credit has been received for the charges Go-Optics charged to my Debit Card.Desired Settlement: First and foremost I would like my credit card credited ASAP.

Then this company needs to be held accountable for selling and charging for product they do not have. If I would have known they couldn't acquire the goods I would have ordered elsewhere saving time my son has to wear eyeglasses that are not his updated prescription.

But mostly the Principles of the company should be made aware of how their staff treats their customers , returned customer no less . I have been a dedicated customer of theirs until now. I would really like a letter from one of the principles of the company explaining what corrective action they have put in place to correct this issue.

Business

Response:

Response:

We apologize for any inconvenience, customer has been refunded in full on 7/11/2014 and the refund should post to cardholder account in approx. 3 business days. If you have any further questions or concerns, please let us know or call us at [redacted]

Sent on: 7/16/2014 8:37:50 PM

Review: I ordered two pairs of eyeglass frames with $20 expedited (2-day) shipping. I did not see any notice on the site indicating that the frames were not in stock and would not be shipped for over a week. After I received the email indicating that the glasses were not in stock, I called to request a refund of the expedited shipping fees. At that time, the service rep told me I should only order one pair of frames at a time, because there is a restocking fee if I returned one, but that the fee would not be charged if I exchanged the frames for another pair. So, I canceled the order on the one pair that was backordered, and proceeded with the order for the other pair. I received the pair about 2 weeks after I ordered it, but was charged $6.95 shipping even though standard freight is supposed to be free on orders over $89.

I did not like the way the pair of frames looked and wanted to exchange them for the other pair I had originally ordered. So I paid to ship back the first pair ($13.50), and filled out the order form to order the second pair. I got an email indicating they received the return and processed the exchange. Later, I received an email saying the second pair of frames was on back order and wouldn't be available for several weeks. Two weeks later, I got another email saying the back order date moved back another two weeks. Finally, I received an email saying the item was now out of stock. I called to get a refund for the first pair, and was told I could either retain store credit for the first pair I returned, or get a refund, but the rep wasn't sure if I would incur a restocking fee. I was notified the return/refund was processed about a week later, but I was charged a 15% restocking fee, despite the fact that I had ordered another pair that was now unavailable.

I then called and talked to a supervisor to get a refund of the original $6.95 shipping and the $23.54 restocking fee. While the agent claimed he would refund the shipping, he would not refund the stocking fee. I should not be charged a restocking fee because I would not have incurred that fee if the item I ordered was delivered as ordered. I was not put on notice the item was out of stock until about 6 weeks after I ordered it. Despite having initially paid for expedited shipping in hopes of receiving the frames in early March, it is now almost June and I still have no frames, and have now paid $23.54 for all my troubles with this online retailer.Desired Settlement: I would like a refund of the $23.54 restocking fee that I should not have been charged, because the item I ordered in exchange was out of stock.

Business

Response:

Product availability is never guaranteed and subject to change at anytime. Unfortunately the restocking fee, which is disclosed in the returns policy, cannot be waived if customer returns merchandise for a refund. We apologize for any inconvenience. If you have any further questions or concerns please let us know. Thank you. Sent on: 6/11/2015 6:00:12 PM

Review: After losing a credit card dispute process in September, go-optic.com has begun to make unauthorized charges on my credit card and they imply they will continue to do so until I give up fighting.

I'd be happy to expand on the original dispute but ultimately the details are now irrelevant because they lost and the credit card company reversed the charges. Go-optic's response to my refund was to simply make a new charge on my credit card without my knowledge or consent. I called them and a supervisor, Jeremiah, told me that in their view, filing a credit card dispute constitutes "theft" despite the fact that I sent the product back and delivery was refused. They feel entitled to continue to rack up charges on my card that I do not authorize.

The company is forcing me to adjudicate the same matter repeatedly in the hope that I will eventually give up (the matter is only regarding about $65, which makes their behavior even more perplexing).Desired Settlement: I request that Go-optic.com stop the unauthorized charging of credit card, accept their dispute loss, and leave me alone.

Business

Response:

New merchandise was shipped to customer and was returned in abused/non-acceptable condition. A refund is not honored since service has been rendered and merchandise was delivered. Customer's balance of $64.90 is currently paid and a refund is not available. Any further questions ,please let us know. Thank you.

Sent on: 11/10/2014 8:34:52 PM

Review: Order ID is [redacted]. I ordered Clip-on Eyeglasses(5090 A1 Clip-On Eyeglasses)at this site on 4/14/2014. I received defective one, so I returnened it for exchange and received new one. while rerturning for exchane, I paid 25,600KRW(=25$) for shippig costs. I requested for my money to be refunded because it was due to the faul of Go-Optic. But the answer was "The Return shipping costs is absorbed by the customer. A $5.95 credit for the shipping costs has been refunded."I don't understand why I should pay extra money for the mitake of Go-Optic.Desired Settlement: I want the rest of my shipping costs refunded. (19.05$)

Business

Response:

A $5.95 maximum shipping reimbursement was issued to the customer. Unfortunately shipping reimbursements for returns do no exceed $5.95 for domestic and/or international shipments.

Sent on: 6/10/2014 8:05:48 PM

Consumer

Response:

Review: I ordered glass and sent them a copy of the prescription. I received the glasses, and they were wrong. I took them to the doctor that wrote the scripted and said the glass were not made properly. Call company told them they weren't made right. Payed to ship them back I get a call a day later. They told me they made the right to the prescription. They were shipped them back to me and told me there's nothing I can do and they won't refund my money. Now I have glasses that are useless.Desired Settlement: I would like to have my money refunded and not have to pay a 10% restocking fee. I don't feel I should have to pay for a product that was made incorrectly and is of no use to me. I should also be refunded for the shipping.

Business

Response:

Response:

Was returned by customer for a correction, however, lenses were made correctly,

therefore, merchandise was returned back to customer. If customer has an

updated script we can work with them on having it remade to the new

prescription at no extra cost under the 90 day lens guarantee policy, but

otherwise, a refund will not be honored. Thank you.

Review: I ordered a pair of prescription glasses on December 10, 2013. I have gotten nothing but excuses from them such as they are shipping in two days or next week. Then it was oh they arrived but the RX is not up to par. I have checked out other reviews of this company and this is a constant problem. They tend not to deliver said product and when customers get fed of waiting they cancel their order. The company charges a 15% restocking fee. I believe this company to be nothing more than a scam. They make money off restocking fees and I believe they have nothing to restock. I had chat sessions regarding this issue with [redacted] on 1/6/14 & an email with [redacted]. on 12/18/13. Both are in regards to product not being received and they making up excuses. I am convinced of this as multiple review show this to be the case. I have both the chat session and email from [redacted] if needed.Desired Settlement: I paid a total of $128.95. I want all of this refunded with NO restocking fee charged. The order # is [redacted]

Business

Response:

We apologize for the delay, but the order was shipped on 1/10/2014 via USPS tracking [redacted] and delivered on 1/13/2014. If customer has anymore questions/concerns, they can reach us directly. Thank you.

Sent on: 1/29/2014 7:31:45 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I ordered a pair of Genesis eyeglass frames in the smaller of the two sizes available (Size 50). I did a price comparison between several other sites and noticed that 2 other websites the same frames were significantly cheaper but neither of the two sites had the smaller size. So I decided to pay the higher price to get the frames in the size I needed. When the product arrived I had received the bigger size (size 52) and when I went back to the website the smaller size had been removed like it was never there. When I called customer service they said I had made the mistake and if I return the product I would pay a 15% restocking fee. I refuse to pay for their mistake.

Order [redacted]Desired Settlement: I would like a full refund, including tax and return shipping charges paid.

Business

Response:

We do apologize for any inconvenience in regards to the merchandise arriving in the incorrect size. A return shipping label was sent to the customer and a full refund on the incorrect merchandise will be honored. If the customer has any further questions or concerns, They may give us a call. Thank you. Sent on: 2/19/2015 5:46:36 PM