masuma i
map-marker Bridgeport, Connecticut

Poor customer service

the worst rude customer service.how can they act very rude with their customers.....worst experince
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Cons:
  • Lousy customer service
Reason of review:
Poor customer service
Scott C Zhh

Frames Direct: Slow service, Rude customer service, Poor workmanship

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Frames Direct: Slow service, Rude customer service, Poor workmanship
Frames Direct: Slow service, Rude customer service, Poor workmanship - Image 2

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.

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Loss:
$317
Pros:
  • Prices and product variety
Cons:
  • Delays and expecting someone to accept such poor workmaship
Reason of review:
Poor customer service

Preferred solution: Please deliver product in proper condition by 05/17/18 provide a full refund.

1 comment
Machele Imf

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.

John S Wex
map-marker Quantico, Virginia

STOP! DON'T BUY HERE!

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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.

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Loss:
$350
Cons:
  • Appauling lack of empathy
  • Unwillingness to help
  • Thier cavalier attitude
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Susan M Czz

AVOID

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DO NOT PURCHASE, despite numerous emails stating they cannot process my order, when told to cancel they attempted to charge a 10% restocking fee! FORWARD to all your friends and avoid!
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Brandon B Auz

Run!!!

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Lenses were made wrong. Was told they were fine. Returned them. A month later and they’re still wrong. It’s a very shady business. About to open a fraud case on them with my credit card company once I contact my lawyer. You have been warned.
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Anonymous

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.

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Resolved
John B Efy

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 Reviewer

Resolved: Gave correct Perscription they Manufacture Incorect then charge me restocking fee when i want it corrected

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Updated by user Mar 06, 2018

several hours after writing this.

Updated by user Mar 06, 2018

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. _______________________________________________________

Original review Mar 02, 2018
I bought a pair of glasses. My radius in 100, they entered 10 i gave them correct info from my doctor perscription and they entered it in wrong. they send me a slip to send back and fix.... then i get a partial refund.... why?? oh well we dont want to send them back to you cause shipping costs so we refund you minus stocking fee for lenses. wait wtf you mean, You messed up on MANUFACURIING THE PROPER PERSCRIPTION and YOUR CHARGING ME???? I never authorized a return i authorized them to FIX THEIR MISTAKE. I am not down $100 and no glasses. I had my doctor verify with his machine on the glasses they made and he is going to testify on my behalf on the lawsuit i am filing against the company for fraudulent behavior. Even paypal agree this is scandalace behavior. If your prescription lenses are not 100% accurate, email us within 30 days of receiving your items and we will replace the lenses free of charge.* Frames cannot be exchanged under the lens guarantee. * Products must be returned in the exact condition in which they were received. Please do not attempt to repair eyewear before returning it to FramesDirect.com. Products covered under warranty can only be replaced or repaired, not refunded.{{Redacted}}
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Loss:
$239
Pros:
  • Frames even tho the perscription was wrong
Cons:
  • Manufaacture my perscription worng
  • Scamming me
  • Stole money
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

Anonymous

Incredibly Shady Business

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Ordered Oakley Prescription sunglasses. They "average" the prescription across the entire lens, meaning only one small area is actually the correct prescription. I sent them back and asked to have them replaced - they refused, as it was "digital" grinding and nothing they could do. On top of that, they only refund 1/2 of the prescription cost. That's right - I am out $250, no glasses, nothing. Pam in the "returns department" is just outright rude and threatening. Let's hope the BBB or State Attorney General catches up with them. Order a product, it is wrong, they say they can't fix, then they keep almost half the cost of the item. Wow - might as well come into my home in the middle of the night and take cash from my wallet - has the same effect!
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Cons:
  • Deceptive business practices
Reason of review:
Return, Exchange or Cancellation Policy
Courtney F Gce

Buyer beware 2wk wait and 50% fee if lenses are incorrect

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My experience with this company proves they lack integrity and and do not stand by customer satisfaction. I received my prescription sunglasses about 2 weeks after ordering. That’s was my fault for not checking beforehand about the length of time. Fine. Was very disappointed to find out that prescription was not accurate once received. I have a very mild prescription but I have an astigmatism so I can definitely tell the difference with my prescription lenses. Put those on no difference. Tried on other prescription sunglasses from LensCrafters there was a difference. Took them off and tried the lenses from Frames Direct, no improvement. It was like there was no prescription at all. I was extremely upset after waiting 2 weeks, contacted them right away and was sent a return label. Never was I told there would be a 50% fee for a refund! Nor do they make this clear when purchasing so buyer beware. They claimed my prescription was accurate according to their investigation but I know better!
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Reason of review:
Not as described/ advertised
Faizan Lzp

FD Customer for 7 Years

I've been a FD customer for 10 years. I'm aware of the restocking and shipping fees associated with warranty claims. So I have always been careful to order frames that I know will work best for me. Anyhow, the issue I'm writing about today concerns errors made by FD and their lack of ownership of their mistake. Instead, they implied I was being dishonest and asked me to send my personal pair of glasses along with the purchased pair so that they can compare. Here's what happened: I ordered a pair of John Lennon Winston with 1.67 high index lens like I do every year. Thus, I'm pretty aware of the frames and lens style. There was a back order which was understandable considering I ordered it around Christmas time. I received my glasses in late January. However, the lens I received were too thick to be the 1.67 lenses I had ordered and informed FD of the error. They proposed a warranty claim to get this mistake resolved. Here's where the frustration starts: An FD rep called me and told me that I received the correct lens. I explained that's not true considering I have owned the same pair with the same prescription number and the lens are not supposed to be that thick. Anyhow, I did not want to argue with the rep considering she was not pleasant person to work with and asked to speak to a manager. No manager ever spoke to me, and instead they requested for me to send my personal pair so that they can compare the two lenses. Long story short- they finally accepted that they were at fault and corrected the glasses. Yet, no one from FD apologized for the error or the fact that I had to use my expired of glasses for 3 weeks because they took my personal pair. They also did not offer overnight service once the repair was done. All said and done, it took 5 weeks to resolve the issue. Overall, FD has great prices and quality. Unfortunately, they are not a very customer centric company. If there are no mistakes the first time, you will have a great experience. If not, good luck and make sure you have a backup pair for the long wait time for a resolution. Good Luck!
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Reason of review:
Poor customer service
Anonymous

Frames Direct

You can buy frames on-line from whoever but never have frames direct fill your prescription. They do not know what they are doing, once my glasses finally passed their in-house QC they sent me a pair that actually made me nauseous, they said just get used to the new script its stronger. In review of my previous script, found out that my new script is actually weaker. What a waste of time, they are potentially scamming customers if things don't work-I read some reviews, months into this exercise and now I am wasting time disputing the charge. Please learn from my experience with this company and stay clear.
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Reason of review:
Bad quality
Norm Yvk

Complete Ripoff

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I Wear glasses daily. I have ordered 3 pairs of glasses from these people all of which are completely useless. Why you might ask did it take me 3 pairs to learn that this company is entirely incompetent? Allow me to explain. First pair: I ordered the glasses and frames online and selected their default recommended “package” based on my prescription. I received the glasses 4weeks later and could not see out of them at all. I assumed that it was my new prescription so I proceeded to order pair number 2 with a different prescription that I know I can use without difficulty (as I have that script in my current glasses). I received these again 4 weeks later.. same problem. This time I returned them and asked them to refund my order. I was contacted by a customer service rep who stated they would not honor my refund request (even though I returned them with one week of having received them) because of my reason for return was that I couldn’t see out of the lenses. They would only allow me to exchange for another set of lenses this time with the optician advising me to mage some adjustments to my package selection. A month later I have received another pair of glasses which I absolutely cannot see out of. Past this point the frame photos online frequently inadequately represent the actual appearance of the frames. I would strongly advise against using this online service as they are equally incompetent as they are poorly invested in customer care.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

Crap company, dont use.

Deborah L Ojf

Horrible experience.

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DO NOT USE THIS PLACE.... if you need progressive or bi-focals. Their supposed "formula" does not work. I could only see out the reading section if I tilted my head back to look at the ceiling. And I could only see distance if I pulled the glasses half an inch down my nose. Is this my problem? Apparently yes because they charged me a 50% restocking fee. I am horrified. I am sorry I ever tried to use this company. They are a rip off! Don't waste your time or money on them... BTW, their answer... go to a optician store to get them measured correctly. SERIOUSLY. If I wanted to go to a optician I would have done that to begin with. And from now on I WILL!
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Loss:
$100
Pros:
  • Variety of frame options
Cons:
  • You made my product wrong
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Misleading return policy!

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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!

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Loss:
$180
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Shut this place down

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Sooo yeah it’s a gimmick they wait till after you order and pay then they say out of stock on back order that’s crap BBB.
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Reason of review:
Order processing issue