I was delighted to find an online source for bifocals. On September 3rd, 2021, I tried to order sunglasses using the frame size etched into my current frames. 3 month, 18 emails later, and 3 100% reversals of the companies stated policy, I do not have a refund, nor do I have glasses.
As soon as I selected my frames online I received a thank you for ordering message - this was PRIOR to my adding my prescription. I immediately contacted the company and was told how to upload the prescription separately and send it in, which I did.
7 days later, I received a pair of glasses, they were not SUNGLASSES, the prescription was incorrect, and the fame size was something best fitting a large buffalo head. I contacted the company. They were very apologetic and told me they would make the order correctly, and to please send them a different frame size the sunglass tint and the prescription. Which I did.
I get an immediate email back saying "so sorry, we have a 30 day return policy which you exceeded", however, I COULD go ahead and sing up for the warrantee and they would replace them for "free" ( the warrantee cost about $35.00. I was irritated but called the company to sign up for the warrantee and have the glasses replaced. But wait the customer service person was super kind and patronizing and slowly stated to me that I could not buy the policy AFTER I purchased the glasses, because, duh, insurance is sold before the accident.
I complained in writing to customer service and threatened to review them poorly. They suddenly "spoke to their supervisor" and for me, a special case they would replace the glasses (that they had done incorrectly) at no cost to me.
I requested a return label to send the incorrect lens back and was told (again in writing) that this was unnecessary, to please let them know the lens, and frames I'd like which I did. They responded requesting confirmation about the lens tint, which I gave them...
6 weeks later, having not heard from them nor having received my glasses I followed up to find out where in the process they were. I was told that they hadn't been made because I did not repackage the frames and return them... grrrr... I told them we had been through this and they send a second email telling me to return the frames that they made a mistake on my nickel (at Christmas time). I asked for a refund and have not heard anything from them.
To add to the irritation, every correspondence has several super friendly comment, like "be safe". Really? Is this an elementary school playground? Seriously. DO NOT PURCHSE FROM THSI COMPANY UNLESS YOU HAVE THE BANDWIDTH TO BABYSIT/