Sunglass Spot

Terrible customer service. Sunglass Spot put me through a very stressful and irritating position with a lost package and offered no help. BUYERS BEWARE it can happen to you. Spend more $ on a company that cares about customer satisfaction.

Worse place never buy from theses guys there here to trick you and take all your money I ordered 2 $5 pairs then it told me how much it would cost then when I checked Internet banking they had taken more money then what it had said so I msg straight away to get a refund it's been 2 weeks and still haven't got my money they need a contact number I will be pursuing it further I'll call fair traiding in to this

Review: I received a pair of sunglasses that were damaged on the left side and sent photos to their team. They then stated they could send me a replacement pair. I returned the damaged pair and received the replacement pair, only to find that it had the same damage on the same spot. When I emailed their support team again, I was told this was a "manufacturing defect" and that my only option was to return the pair for a refund. That reasoning did not make much sense to me, so I followed up with another email. They then responded:"Our next batch of this style will not come for another 4-6 weeks. If you'd like to wait until then to receive a replacement pair, we can do that for you. Otherwise, the same abrasions are seen on the stock that we do have available. We can also refund you for the pair that you have without returning it to us as another option. Please let us know what is most convenient for you." I followed up asking to see if the new batch would be damage-free, only to then be responded with: "Unfortunately we cannot guarantee that all sunglasses will be completely spotless. There are always minor imperfections with any product." "We apologize that you are unhappy with these sunglasses. We do not expect these back until late summer. Please send them back for a full product refund." They continued to state that returning for a refund was my only option, right after initially offering a replacement in 4-6 weeks or to keep/refund. After several emails and even pointing out that they have gone back on their word, they continued to reiterate that I only had one option, when that was not what was previously discussed. Their website states, "We stand behind our products with 100% customer satisfaction guaranteed." Not only do they not stand behind their products (they state that their products are all potentially damaged) they do NOT guarantee customer satisfaction and went back on their word to provide a resolution that only benefits the company, but is of no help to the customer.Desired Settlement: I would like the 2 options that were offered to me. I am open to waiting for a replacement pair in 4-6 weeks, given that the replacement does not have a large, noticeable defect. The scratches and marks on the pair I currently have are noticeable out of the box. I understand that there may be some imperfections, but this noticeable of a damage is unacceptable. I would also be open to keeping them for a refund, as it does not make sense to return these and be without the sunglasses I ordered.

Business

Response:

We always stand behind our products with a full guarantee. That is why we offer a full product refund on all purchases as long as they are returned in the original condition received within 365 days. We already mentioned to the buyer that all sunglasses will have minor imperfections. We cannot guarantee that our future shipment will be any different from what she has received. She wants a full refund and to keep the sunglasses, which is not an option. We have told her many times we can offer a refund once the item is returned back to us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Upon reviewing the email thread, I was told that I could keep the sunglasses for a refund, or wait 4-6 weeks for a replacement. Their customer service team then went back on their word in the very next email, claiming that this offer is not available. However, why was this offered to me in the first place? I have attached a copy of that email thread to this email for review. The way they have handled this issue is unprofessional and proves that they have terrible customer service. There was no apology after that and no reasoning with them at all. When I requested to be in contact with a manager, she explained the offer "was not in their policy." Regardless, customer service still initially offered those options to me, before I was told this was not "policy." I understand companies must abide by the policies outlined for them, but the fact still remains that those options were written and offered, before anyone else mentioned anything about what is considered policy. If this was not within the company's policy, it should not have been offered in the first place.The purpose of customer service to provide support to the customer. Dealing with this situation has been exhausting and frustrating. As a customer service representative myself, I know that the customer's satisfaction is the number one priority, and that once we give our word on something, we must honor it.

Review: Hi there, so I have ordered from this place before. They sell sunglasses and first time I ordered 5 pairs, 1 was loose on the nose piece but I kept all and I liked the rest so I wasn't going to go through the refund and return process. Second time I ordered I ended up getting 3 pairs out of the 5 that were faulty. I emailed the business and told them that I had this problem at first they said they will replace the three glasses. But I have to pay shipping back. I told them I wanted to send the whole shipment back since now I noticed that a 4th pair was also damaged once I unpacked. The company simply refused at that and offered to send me a repair kit and fix the sunglasses my self and they will send me one replacement if I mail it back. To ship one pair back it was going to cost me more money then to just buy a new one and have that delivered.

At this point now they are not offering anything to me. So I told them you know what I will mail the whole package back and they can refund me. So I got charged shipping twice, once on original order and once when I shipped back. They were quick with the refund except they only gave me back the money for the cost of sunglasses not the shipping funds. They kept my money for shipping. I feel like I have been ripped off since I wanted to keep the glasses and they sent me faulty items they should have either replaced or they should have given all my money back since it was their fault that no one checked the package when they mailed out the items.Desired Settlement: I would like for sunglasses spot to return ALL my money that I paid not just the amount for the items. I have paid shipping online. Is more then just money issue. Company practices are not right they should cover shipping cost if items come damaged from their warehouse. I think that fair

Business

Response:

[redacted] emailed us when she received her order with a damage complaint on 2 of the sunglasses she purchased. We offered to send her replacements free of charge. She responded with another email claiming that a third was damaged. We offered to replace all three. Then she emailed us a third time stating that she did not want to wait to receive her replacements, and we offered to send her a repair kit to fix the loose screw on the sunglasses. She denied all of our attempts to resolve her issues and stated that she would prefer to send everything back for a refund. Once her package was received, we refunded her for all the items that she returned. She is also expecting a full refund for shipping services that she paid. However, our website clearly states that payments for shipping services are nonrefundable.

Review: I ordered sunglasses and I never received my item. It has been over a month trying to get the Sunglass Spot company to provide a solution, but they are unwilling to do so. Instead they insist I wait more while they discuss the matter with USPS. However, my problem is that my business was with the company Sunglass Spot not USPS and I should not be held responsible for the lack of reliability of USPS in my area. The fact of the matter is I never received my item and Sunglass Spot has not provided good customer service.Desired Settlement: I would like a refund.

Consumer

Response:

Hi,