Frames Direct Reviews | framesdirect.com @ PissedConsumer

Denise R Pde

London, England

Need to call about my order.

Feb 09, 2024

I think I order the wrong lenses. I am not pissed customer. Just need to talk to a live person no pictures I do have order # but I cant get it to work in my I phone please put me through to someone I am getting frustrated & do not want to become pissedcustomer

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Pros:

Efficient
Reasonably priced
Helpful

Cons:

Treating me as a pissedcustomer today and i am not

Preferred solution: My lenses changed if I ordered wrong ones

John M Olm

John M Olm |

Bradenton, Florida

Ordered new prescription sunglasses,

Feb 16, 2022

1.3

ordered prescription sunglasses, after 2 weeks I wrote frames direct, waited about 4 or 5 days to get a response. they said that there was an error in making the lenses and that their quality it would take another 10 to 14 working days to get new ones made. this is funny because 2 or 3 years ago i ordered regular and prescription glasses, order was delayed, for the very same reason "quality control " issue. i think its a load of crap, and they use that as an excuse whenever they screw up, i will never buy glasses from these clowns again. I have bought glasses from other online sites and never had any problems.

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Pros:

Lots of slection

Cons:

Cant deliver a product

Preferred solution: Deliver product or service ordered

User's recommendation: stay away

Claude L Svk

Charge 150.00 for defective Maui Jim lenses,

Nov 30, 2021

1.0

Rx not correct, and defects, include, spots and flaws in And on lenses, bad Quality workmanship on Maui Jim sunglasses, this was the second return, Charge 150 Dollars, rip off, then refund the rest. They are the highest price on the internet. I am on disability. NO, never recommend them to get glasses from!

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Loss:

$150

Preferred solution: Full refund

User's recommendation: Don’t Buy anything from them,

Anonymous

Guest-3242353

Attempted to buy online

Jan 08, 2022

1.0

The web page is convoluted mess. When I called the woman was rude, hateful, condescending, and arrogant. Decided I was not worthy of being their customer. Avoid this place like the plaque.

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Cons:

Thier cavalier attitude
Attitide
Horrible customer service

Preferred solution: Apology

User's recommendation: STAY AWAY !!!!!!!!!!!!!!!!!!!!!

Vickie V Zkw

Customer Service Shipping

Sep 30, 2021

1.3

I ordered Oakley prescription sunglasses for my husband and my account was charged back in August, we are now in October and we still have not received our order. I was told that they were being processed and would not arrive until November. I will never order from this company again.

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Preferred solution: Let the company propose a solution

User's recommendation: Don't order from them unless you want to wait 4 months!

Lana D

Frames Direct kept over one third of my money for a return

Feb 10, 2021

2.0

I had never ordered glasses online...and never will again. When I received the glasses, they were too small. I had spoken to a customer service rep before I bought my glasses who assured me they were refundable for any reason if they didn't work out. No mention about the size frame I needed. I called after the order was verified and spoke to Nancy. She also assured me they were refundable. They both forgot to mention that only 2/3 of the money is refundable. I am very upset because I feel misled. I have never worn glasses before, so didn't realize the size frame was not on the prescription. Buyer BEWARE!

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Loss:

$112

Pros:

I received glasses

Cons:

Frames did not fit and no mention of needing frame size

Preferred solution: Full refund

User's recommendation: Do not buy from this business especially if it is your first pair of glasses

Patricia D Kyo

BUYER BEWARE FILED COMPLAINT WITH BBB

Feb 07, 2020

1.0

After several attempts to contact the company, which only they respond through via their online form after several weeks, I was told they would not work with me and would only issue a partial payment because i had discussed this issue with my credit card company. I will NOT pay for a product that is defective. The company is trying to make is seem that I COULD NOT ADJUST to the lenses. I have worn glasses for 30 years and have never had a problem with adjusting to my lenses. As a matter of fact, I have NEVER in those 30 years complained about the quality of the glasses I have purchased EVER...not once until I ordered from Frames Direct....not once in 30 years. I am also now aware of ALL OF THE BAD REVIEWS with the exact same problem that i have encountered both on BBB website as well as multiple other sites. So Frames Direct should take responsbility for their poor quality and their horrible and rude customer service. Once again I will state that I will never pay for a product that is defective. They were sent documentation from my eye doctor stating the were very poor quality and we not measured equalLY to my sight requirements. The public should be made aware of such terrible business practices and customer service. as the saying goes when it comes to Frames Direct......BUYER BEWARE! no one should have to go through this and judging by all of the complaints they do this ALL THE TIME! I have read comments from customers that they were threatened with no refund because they contacted the BBB or posted bad reviews. That is an unbeliveable way to address customer complaints with threats. I received the same threat because I discussed the problem with my credit card company. I am also at a complete loss to understand how a company that has SO MAY COMPLAINTS can have an A BBB rating? How are they permitted to put that on their website and better yet with all of the complaints why would they have that rating? Something is wrong with this picture! I am demanding a full and total refund or if necessary I will take legal action as well. Regards, Patricia Donlon

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Loss:

$112

Cons:

Defective unusable product
Manufaacture my perscription worng
You made my product wrong

Preferred solution: Full refund

1 comment

Guest-1869228

May 28, 2020

I told them I was going to report them to the BBB the last time I purchased. Never actually did it.

For whatever reason I tried to buy another pair of glasses from them last week and they wouldn’t accept my order because I had issues with them last time. I was told it was the decision of management. I just spent my money elsewhere.

I have spent quite a bit of money with them over the years. Don’t dare complain or have an issue or you’ll be banned for life.

Helpful

JOHN W Mlz

Replacement frame

Feb 09, 2020

Need one side of Silhouette frames. Left side broke off at curvature near glass frontsilo

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Preferred solution: Can u get replacement frames

Zyler Xei

Worst lenses

Aug 27, 2019

1.0

lens coating applied was terrible and rubbed off from direct pressure with a cloth eyeglass cloth. sent in and just keep getting told this is normal wear and tear and not covered. lenses less then 3 months old! charging 175$ to replace. never using this company again.

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Loss:

$500

Reason of review:

Bad quality

Preferred solution: Full refund

Aycen Krh

Houston, Texas

Past invoices

Sep 12, 2019

3.0

I still do not have copies of the invoices, the attachments could not be opened!

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Yajaira R Ppq

Kew Gardens, New York

Dolce&Gabbana " READ" that review first before order any type of glasses in FrameDirect.com

Aug 03, 2019

1.0

FrameDirect.com is discounted My Big Nightmare I try the first to buy a frame with prescription and this company take almost 2 weeks to gives some information about my order 1. excuse my prescription it was right 2. my photo sent by the scanner in my profile also was wrong (according to with FrameDirect) 3.- it was the glasses frame came from The Congo. 4. no keep the customer informed about what is going on with your order. is really a mess SECOND CHANCE So I give another opportunity and "ONLY THE FRAME", Guess what FrameDirect.co DID AGAIN lat excuses about my FRAME ONLY. I order on July 20 and they said is came in august first and called because I did see my track number anywhere and FrameDirect talk me the frame is was broke the lens is crash, the lens is bender and going and on and send to the distributor to so that excuse is be used by day and day same history I talked why FrameDirect.com have a problem with the manufacture why they keeping doing business with them (Dolce&Gabanna) It was no Answer it all. FrameDirect has destroyed Dolce&Cabbana reputation and abuse the Customer with the Money Used for weeks and weeks and after all the bad experiences so you need to cancel the order because the products NEVER ARE IN TIME. Getaway with this company is a FRAUD

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Reason of review:

Bad quality

Preferred solution: CLOSE THE DAMN COMPANY IS A NIGHTMARE

M S Jig

Bad Quality, Bad Service

Aug 16, 2019

1.0

I always buy the exact same model of Ray-Ban sunglasses, so I know them very well. The Ray-Bans that showed up from Frames Direct aren't like any Ray-Bans I've ever seen. These are cheap, light weight, plastic, low quality frames and lenses. Either Ray-Ban sells Frames Direct lower quality or these are fakes, but either way, they are garbage compared to real Ray-Bans. Their customer service is garbage too. They will want to charge me $40 to return these *** glasses.

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Loss:

$243

Cons:

Scamming me
Deceptive business practices
Low quality

Reason of review:

Bad quality

Preferred solution: Full refund

Maddison Omn

Trash Customer Service

Apr 10, 2019

1.2

I have never had a worse experience purchasing glasses online. I purchased a pair of Ray-Ban sunglasses with my prescription in them. I received them, and the prescription was so off it gave me a headache to even try them on. It was completely blurry and just entirely wrong. I sent them back simply asking for the lenses to be corrected, and I received a blunt response that they were never made wrong and their "machine" is showing it was done right. After several DAYS of back and forth the lenses were FINALLY redone, and resent. Guess what. Still WRONG. Beyond irritated I take the glasses to my local optometrist where they verify the lenses had been made as "readers" and were not a regular lens for my prescription. I sent all of this information back. Frames Direct once again claimed they didn't do ANYTHING WRONG and would "consider my refund" after it went through "management". There is no management to talk to on a phone. Only customer service reps that would give me the same cheap answer, "our machines verified it was correct." This has been the WORST customer service I have ever experienced in my life, not to mention glasses being made horribly! I can't believe the service this company provides. I was basically swindled out of $300.

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Loss:

$300

Reason of review:

Bad quality

Preferred solution: Full refund

JAMES H Fnc

So Disappointed

Mar 05, 2019

1.6

So Disappointed. I was very impressed with selection. However, when I got my glasses I couldn't see clearly. I called FD and they encouraged me to 'give them a while' to adjust to progressive lens. I called at the 1-month mark and said I still can’t see correctly and can't wear them. In full disclosure they offered that I could send them back and they would look at them. I said I can tell the lenses have the pupils placed in the wrong location, and looking at them wont help. So they said I could take them to an eye doctor and get my PH/PD measurements taken. So I scheduled another eye doctor appointment. Doctor confirmed the Pupil Height and Distance was placed incorrectly by Frames Direct for both eyes. I contacted Frames Direct and informed them that a doctor confirmed they were made incorrectly. They requested I go back to the doctor again and have the doctor put dots on the lenses where the pupils should have been and then send them back. I scheduled with doctor again. I sent them back with dots on the lenses. FD could see glasses and lenses were in brand new perfect condition and still are. They informed me that now too much time has passed and I will have to pay again to have my lenses made correctly. (but they would offer a 50% discount). They made them wrong, encouraged me to 'give them time' then instructed me to go back to doctor twice, then told me too much time had passed. It just feels like I was played. The Frames Direct measurement system using a CD is highly inaccurate. (confirmed by a doctor) Fine Print at Frames Direct states if you contact them within 30 days and notify them of difficulty they guarantee replacement. I did contact them within 30 days, and followed their instructions and they still refused to replace the lenses. Again, in full disclosure, it did take me a couple months to schedule the 2 doctor appointments required due to business travel. I clearly communicated this with them and they encouraged me to still schedule the 2nd appointment and have the dots marked on the lens in the correct spots. When I sent them back as we had discussed, they refused to correct the lenses and sent them back in unwearable condition with the brand new premium all options package including dark transitions lens that is useless. 100% confirmed a MFG error based on their proprietary CD selfie system and would have been So easy to resolve now with accurate measurements provided (done at their request).

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Loss:

$439

Cons:

Product received
Attitide
Inability to contact coporate officers

Reason of review:

Damaged or defective

Preferred solution: Deliver product or service ordered

Anonymous

Guest-1511046

AVOID! AVOID!

Apr 10, 2019

Stay Away Stay away! The rudest Customer Service ever experienced. The quality of workmanship and accuracy is incomparable - 1 star only because it is the only way I have to rate it. Could not recommend, not even to my worst enemy. Advice: stay local.

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Nathalia D

Lake Saint Louis, Missouri

THIS IS THE WORST PLACE TO BUY

Nov 03, 2018

1.0

I have purchased online my eyeglasses on September 13rd, 2018 and at the same day I got an order confirmation email from Frames Direct' website. As their email did not describe the shipping date I have decided to email them one week later to get this info. By that time, they have confirmed the delivery date by October 4th, 2018.

Due to my eyeglasses prescription, I must have my eyeglasses on both everyday and during all the time I am up and for this reason, I have paid for the fastest shipping to make sure I would have my new eyeglasses as soon as possible.

ONE DAY before the shipping date (October 3rd), Frames Direct emailed me describing that my lenses has arrived in their labor and from 10 to 14 business days they might be able to ship my item.

I have both called and emailed them to inform how critical is this item for me, how much I have been waiting to get this item on October 4th and they just did not care to my needs and just shipped my item 5 days later than first shipping date confirmation, on October 9th via UPS.

From that time, I just kept tracking the UPS' shipment via UPS' website and on October 10th they have just update its status to delivered.

I went to my building's mail room and I could not find it. I took a look on all common rooms and hallways I could and I could not find it neither.

I have called to Frames Direct and they just said I had to call to UPS because UPS was the responsible to ship my item. I did it and UPS informed that I should call to the company I bought my eyeglasses in order to confirm further information about this shipping because Frames Direct who has been requested for this shipment.

I called to Frames Direct and they suggested me to open a investigation with UPS to them try to locate my item and Frames Direct has confirmed to a internal investigation would be opened as well.

Last week (almost one month late) I have called to Frames Direct again and they informed I need to wait UPS complete the investigation and they will be able to confirm what they can do to solve this problem if the item is not found. This investigation was completed on last Friday and I do not know the result by now.

Frames direct informed last Monday that they have requested UPS to reopen a investigation and that I need to wait more 9 business day to receive the status.

But since Frames Direct has informed this reopening needing, I have tried to confirm what was the status of the previous investigation and they just tell me to call to UPS to get this information and UPS just tell me to call to Frame Direct because they have all information.

Well, my item delivery is ONE MONTH LATE and I have been telling them by emails and calls about all bad consequences it has been make me feel, like a hard heachache everyday and all they long, stomach issues, I can not attend my college's classes since then and so on but THEY HAD NEVER CARE ABOUT IT.

I have tried to talk to their supervisor/manager for many times and I could not neither. Actually I do not think they would solve neither, but...

YOU SHOULD NEVER CHOOSE THIS COMPANY TO BUY UR EYEGLASS. THIS IS A KIND OF BUSINESS THAT I WILL NOT SUGGEST TO ANY PEOPLE!

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Reason of review:

Problem with delivery

1 comment

Tama Mir

Apr 26, 2019

Did you get your money back?

Helpful

Contact Information

Website:

www.framesdirect.com

Mailing Address:

2801 S. IH 35, Suite 170

Austin, Texas 78741-5518

United States

Phone:

(800) 248-9427

Contact Frames Direct Customer Service

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About

Summary

Framesdirect is an online company, specializing in manufacturing sight improving optics, like eyeglasses and contact lenses as well as high quality sunglasses. The company offers products of such famous brands as Christian Dior, Dolce Gabbana, Adidas, Gucci, Guess, Prada, Bolle, Roberto Cavalli and much more. Customers can also find a large selection of specialty sunglasses like polarized sunglasses, aviator sunglasses, sport sunglasses, bifocal sunglasses, oversized sunglasses and other. Framesdirect was established in 1996.The company provides following types of lenses: plastic lenses, polycarbonate lenses, Hi-Index 1.67 lenses, Oakley lenses, Hi-Index 1.74 lenses, drivewear lenses and more. The company also sells eyeglasses and lenses by prescriptions. Customers can buy any products they are looking for depending on the form of the face, frame type etc.

Frames Direct is ranked 215 out of 966 in Medical Supplies and Equipment category

Area Served

USA

Payment Methods

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Frames Direct

Frames Direct Overview

Media from reviews

Top Frames Direct Reviews

"Review in Eye and Ear Care category from West Babylon, New York"

"Ordered new prescription sunglasses,"

Need to call about my order.

Ordered new prescription sunglasses,

Charge 150.00 for defective Maui Jim lenses,

Attempted to buy online

Customer Service Shipping

Frames Direct kept over one third of my money for a return

BUYER BEWARE FILED COMPLAINT WITH BBB

Replacement frame

Worst lenses

Past invoices

Dolce&Gabbana " READ" that review first before order any type of glasses in FrameDirect.com

Bad Quality, Bad Service

Trash Customer Service

So Disappointed

AVOID! AVOID!

THIS IS THE WORST PLACE TO BUY

About

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