Frames Direct
Reviews and Complaints
Poor customer service
- Lousy customer service
Frames Direct: Slow service, Rude customer service, Poor workmanship
I placed my original order on 03/18/18, received on 04/04/18 (2.5 weeks/13 business days shipped from New York), We processed a return due to prescription redo, received by Frames Direct on 04/13, returned to me on 05/07 (3 weeks 2 days/18 business days. The first set of lenses were very well crafted, however there was a frame defect and a prescription redo was needed.
I received the confirmation email from Frames direct on the 13th of April 2018, stating that an Optometrist would be in touch within 2-4 working days. Late in the day on 04/19/18 I called to check the status and was told "it's more like 3-5 days for a response". I was told at that time the return was being processed and new lenses and frames were ordered and I may or may not get another call from an Optometrist. On 04/27/18 I received a call from an Optometrist telling me that she was ordering a new frame and lenses. I questioned her about the email and the stated 2-4 working day response time. She became argumentative stating "it is more like 3-5 days". I responded "well its 2 weeks after the fact now". I was then told rather abruptly, it would be another 10 days before my glasses would ship and when they did they would be shipped next day.
I received the new glasses and the right lens is not cut to fit the frame properly. There is a gap large enough to poke a toothpick through between the lens and the frame. I find it hard to believe "Each lens must undergo a rigorous 6-step quality assurance process and verification using innovative digital lens technology", end quote from their own website!
During this time I had a concert to attend on April 30th and paid over $200.00 for 2 tickets. I was hoping to have had my new glasses to be able to see better, but I did not. We are approaching 2 months time and I have an inferior set of glasses. Glasses are medical devices and your customers need to be able to see obviously. I got an email on 05/10/18 that they have received my 2nd return saying they would be in touch in 2-4 business days once again. In another quote from their RMA page (that you can only see after you have returned glasses and created an RMA) they say, "please allow 5-7 days for us to process your return, at which time another e-mail will be sent with our findings regarding your return request" and"Is this a warranty return? Please allow an additional 72 hours for the returned item to be inspected". So I assume I will really have at least 2 weeks and 3 days before I hear back that they are FINALLY going to order the lens and begin to make the next set. Then wait another 10 days to get them. So I should really expect to HOPEFULLY have a decent set of glasses by June 8th or 9th. REDICULOUS! I am giving them 1 week before I file a dispute with my credit card for a FULL REFUND!
Dear Jennifer, I have sent this all in an email to your CEO Brad Berbette as well as you Customer Service Supervisor Travis "G". I have heard nothing from either one in the past 2 days.
- Prices and product variety
- Delays and expecting someone to accept such poor workmaship
Preferred solution: Please deliver product in proper condition by 05/17/18 provide a full refund.
STOP! DON'T BUY HERE!
I purchased a pair of glasses at framesdirect.com for the first time. Two months later, I dropped my glasses and scratched the lenses.
I contacted the company to see what is would cost me to replace the lenses, knowing full well that I would have to pay to replace them. I purchased the total pair of glasses for $350.00. The company informed me that it would cost me $320.00 to replace the lenses, and that was with a 20% discount that they felt was "appropriate" because they took pity on me. Therefore, the company thought it "appropriate" to charge me 91% of the original purchase price of the glasses to simply replace the lenses!
Does that sound like a company you want to do business with?
Also, don't bother trying to escalate the problem, you can't get a hold of anyone in upper management without an act of God. They also provide a unsympathetic canned response when replying to BBB complaints.
- Appauling lack of empathy
- Unwillingness to help
- Thier cavalier attitude
Preferred solution: Let the company propose a solution
AVOID
Run!!!
Failure to honor warantee
This company is fraudulent ,sells very poorly designed frames,will not honor their warrantee when the frames break,and have sorry customer service[particular Courtney].Save your money and product satisfaction and buy your glasses somewhere else. They would not replace my broken frames when still under warrantee when the hinge broke simply by removing them from their case.
They wouldn't even agree to repair them. For the price Frames Direct charge you would at least expect a better customer service department. I would predict with many customers having my experience with this company will fold really soon. They are operating a fraudulent company with very deceptive false advertisement.
I am also reporting them to the FTC. Robert Kelley M.D.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Gave correct Perscription they Manufacture Incorect then charge me restocking fee when i want it corrected
several hours after writing this.
Edit ----------------------- After getting passed up to a manager, it was acknowledged that I was wronged and a full refund was made so i could repurchase the glasses. They acknowledged there was miscommunication that caused confusion that led to me being wronged.
And FD is reviewing to make sure this does not happen to other costumers in the future. My frustration started when I was told after sending them in there was never anything wrong with them, which caused the start of the problem.
which was the entire reson why i had sent it back to the lab. _______________________________________________________
- Frames even tho the perscription was wrong
- Manufaacture my perscription worng
- Scamming me
- Stole money
Preferred solution: Deliver product or service ordered
Incredibly Shady Business
- Deceptive business practices
Buyer beware 2wk wait and 50% fee if lenses are incorrect
FD Customer for 7 Years
Frames Direct
Complete Ripoff
Horrible experience.
- Variety of frame options
- You made my product wrong
Preferred solution: Full refund
Misleading return policy!
Do not order from this company! Their return policy states you get a full refund within 30 days but they wouldn't let me return my glasses that cost me $200!
I had to fight with them over the Better Business Bureau over it. Customer service is horrible; one of the reps actually argued with me. They wouldn't let me talk to management. Keep reading negative reviews, not the positive reviews that they bribe customers to give for a $20 discount (they did this to me, so I know this is true.) Frames are ordered from another company and the whole process takes FOREVER.
Not worth it! Go somewhere else!
Preferred solution: Full refund
Shut this place down
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Purchasing eyeglasses online is a tricky proposition as you found out. Best to buy at a local retail establishment or through your ophthalmologist---notice I did not say optometrist.