Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **I would like to clarify that this incident occurred within 12 months, so I am filing again to correct the date I was wrong last time. I placed this order on December 4, 2023, but I actually received the glasses on January 5, 2024. I have attached the proof of the delivery date.I order glasses from **** every year because I need to use up my *** funds. I ordered two pairs of glasses on December 4 and December 31, 2023, respectively. The pair ordered on December 4 makes me feel dizzy and unable to adapt. I received them on January 5, 2024. While preparing to order new glasses on the **** website this year, I reviewed the prescription I had previously uploaded. I discovered that the prescription I uploaded on December 4, 2023, specified a PD (pupillary distance) of "62mm," but JINS's system recorded it as 32mm for each eye, resulting in a total PD of "64mm." This error explains why the glasses feel uncomfortable. The other pair I ordered on December 31 was correctly registered with a PD of 31mm for each eye and is comfortable to wear.I provided the correct prescription, but a **** staff member entered the wrong PD values, leading to the production of incorrect lenses. Despite this being JINS's mistake, when I requested a replacement, customer service refused, citing the ****** policy. This is clearly an error on ****'s part, yet it feels like the consumer is being penalized for not discovering the staff's mistake within 30 days.I have purchased many glasses in the ***** and I have always trusted that opticians would make my glasses according to my prescription. When this pair of glasses felt uncomfortable, my first thought was that I might just need time to adapt, so I didnt suspect that JINS had failed to follow my prescription. However, when I informed them of the input error in my prescription, they refused to take responsibility. This is truly disappointing.

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *** ******. I made a purchase from JINS eyewear in the **************** on 09/27/2024; it is order number 83003-12-025211X. I purchased frame MCF-24-****** with progressive lens and an invincible coating. I bought the glasses understanding that it was my responsibility to seek reimbursement from the insurance company. It saves JINS the time, resources, and staffing when they dont deal with insurance companies directly. I get it. However, they are neglecting their responsibility to provide a super bill as required by insurance companies, and it is a dereliction of their duties. Here is the information requested and is typically contained in a Super Bill:Providers name Providers address National Provider ID (NPI) Tax ID Date of Service Place of Service (2 digit number) CPT code (5 digit number) Diagnosis code Patients name Amount charged for each service Amount paid by the patient JINS refuses to provide any information beyond the itemized receipt that contains only a purchase date, name of customer, JINS internal order number, and frame details. I cannot complete the reimbursement process with the insurance company with the insufficient information provided in the itemized receipt they gave me. I contacted **** via email and have their written responses as documentation if necessary. Can you help me obtain the information I need from **** in order to finish the insurance reimbursement form?

  Business Response

  Date: 11/18/2024

  As a retailer we provide customers an itemized receipt which provides customer the necessary information for insurance claim. 
  We also inform customers we are out of network which means we do not work with any insurance, we encourage customers to contact their insurance to learn more about their out of network benefits. 

  Also "superbill" is typically provided from a healthcare provider to patient as it requires detail coding and diagnosis. This will only be provided if the healthcare provider decides to offer the superbill. Since we are a retail store not healthcare provider, we will provide the itemized receipts showing  - company name, store address and contact, also Breakdown for sales for reimbursement claim including Date, name of customer, order number, description of purchase, and return policy. 

  
  
  

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two glasses orders on 11/23. The orders were originally said to take 2-4 weeks. It is the second week of January and my order has not even shipped yet. I contacted them several times over the course of the waiting period, and all they told me were that the order is in process. When I first contacted them regarding the slow order process, I had to resubmit same the prescription because their website is pretty much broken and did not process my initial submission. They did not even say anything or contacted me about my prescription did not go through, so they simply sat on it until I contacted them regarding my order making any progress. After that, they kept on telling me that the order is processing. No clear updates unless I contact them to see what's up. I have purchased several glasses from this seller before, and all my experiences were similar. Delays and unclear processing status. This time is the worst in terms of wait and unclearness.

  Business Response

  Date: 01/19/2023

  As of 1/19/23, we have refunded this customer in the full amount.
  See Attachment/File: paypal.png

• Initial Complaint

  Date:12/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6 months and still waiting. My first order with jins online occured on 8/1/2022. After waiting and waiting for 2 months, and still nothing, finally I was advised by ************ to just cancel and re-order. which I did on 9/29/2022 happily. I ordered 7 pairs of glasses. Now comes the wait. after hearing NOTHING from jins for 2 month, on 11/28/2022 I got an email saying my order is finally being prepared, after 2 months, and gave me a tracking number. I was overjoyed as I was finally, after 4 months, getting glasses. I checked and checked the tracking number given to me but till this day, it still shows as "almost ready". So what do I do? I reach out to contact jins on 12/8/2022 to see why it has been almost ready for 10 days. **************** responded and gave me a different tracking number, telling me this is the number for the glasses. and that one works! I see it coming and I am super excited when it finally reached my home. I went to check and saw a very small box and felt dread. I only received 1 out of the 7 glasses I ordered. But I noticed on my credit card I was charged 740 for the entire order, which means I should have gotten all 7 glasses. So on 12/15/2022 I talked to jins chat. ****** from online chat created the ticket #******* for me telling me he sent it to escalation team. I did not know how long to wait for the escalation team so I reached out again on 12/19/2022 and this time, Erwin from online chat told me to wait a week and that the tickets are merged into ticket # *******. I waited. 12/25/2022, I still did not hear back from jins at all and the week is up. So I emailed support saying what is the status on this? if no response at all by**** today I will dispute the charge on credit card because ordering and receiving glasses should not be this hard. 12/26/2022: I woke up this morning to ************ from******** closing my email last night with no comment. No status update no nothing.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/13) */ As of 12/27/22, we responded to the customer in regards to fully refunding their order. We have not received a reply back since then. Consumer Response /* (2000, 7, 2023/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was fully refunded.

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have participated in the **** REVIVAL Program which is getting new prescription glasses on my own frame which I have sent them. This is associated with the Order Number ********** and JiNS provided me with the tracking number ********************** after they prepared and shipped my glasses on 10/17/2022.From the tracking info, we noticed the ship-to address was not my address and we notified JiNS right away. **** gave me an update stating the glasses will be returned to them shortly and they will ship them to me on 10/20/2022. By 10/31/2022, I still have not gotten my glasses nor the new tracking info.On 11/1/2022, I reached out to JiNS support and was told "there was a delay with the party who received my glasses and they are in the process of returning it back to JiNS". Another week passed by without any updates and I reached out to JiNS through their online chat with customer support on 11/7/2022. From the chat, the customer service representative named **** promised me on receiving a new tracking number for my glasses (shown in the attached screenshot).Another week passed by without any updates and I reached out to JiNS through their online chat with customer support, again they apologizes for the delay due to HIGH VOLUME of requests. And their team will contact me within a week.As you have noticed from what I have explained above, they just keep on delaying and avoiding my request. At this point, I do not believe they have an idea where my glasses are. Not even once they have reached out to me first to explain the situation and as a customer who trusted them and mailed in my own frames, I believe I should get updates promptly. Not to mention, the shipping error was made by JiNS from the beginning.

  Business Response

  Date: 12/15/2022

  We have mailed the **** Revival glasses, but **** may have lost the glasses during transit (no tracking update: **********************)

• Initial Complaint

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JINS starting offering this program called ******, where you can send in your old glasses to have the lenses replaced for free, as part of purchasing a new pair of glasses. When my order was fulfilled in June, I was informed that this process would take 4-5 weeks from when my old glasses were inspected and approved. Unfortunately this promise was not delivered, and as of writing I still have not received my old glasses back, almost 5 months later, despite monthly inquiries to customer service. During this time, I have been provided with either no ETA or ETAs that have proven to be inaccurate. I ********************** would not be able to function without vision correction. I need backup glasses in case the pair that I am using breaks or goes missing. If I had known that it would take this long, I would not have sent in my glasses in the first place. At this point, I would like my old glasses back with or without the lenses replaces. Thank you.

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/21) */ As of today, our team is still working on the JINS ****** program, due to an unexpected heavy traffic from the free promotion. Consumer Response /* (3000, 7, 2022/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) JINS hasn't provided any new or additional information with this response, and offered no path to resolution on my specific scenario. They seem to think that because the ****** program is "free," they don't need to be accountable for delivering on their promise. Keep in mind that some people made their purchase decision based on ******, and would have otherwise not done so (isn't that the whole point of a promotion like this?). Also keep in mind that people ******************************** need backup vision correction so that they are not completely incapacitated if they lose or break their glasses. The glasses I sent in are not just trash that I would have thrown away - I would have kept them as my backup pair and now I do not have access to them. To reiterate, I would like 1) an estimated timeline for receipt of my glasses that JINS can actually commit to and 2) if that timeframe is not acceptable to me, I would like JINS to ship my original glasses back, undamaged, as soon as possible. If JINS is not able to meet these requests, they really ought to send me a new pair of glasses as compensation for the loss of my backup vision correction.

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed online order #********** with JINS.com on August 5, 2022. The order was for 1 pair of new glasses and 1 pair of JINS "Revive" glasses. The JINS******* program promises to put new lenses in old frames at no cost. I selected JINS as my glasses provider because of the******* program, which I saw a s a commitment to reuse & sustainability. On August 8, I received an email from JINS saying my NEW glasses would be shipped on August 18, 2022. When my glasses did not ship on August 18, I contacted JINS support via online chat. The chat failed to result in my glasses being shipped. On August 30, I received an email from JINS saying, "our team provided you a compensation of $20. It will be processed once the order status is COMPLETED." Email attached. I have not received this compensation. I received the new glasses on October 29, 2022. The package included instructions for me to return my old frames so that the "Revive" portion of the order could be completed. However, instead of sending me a return shipping label, they included a copy of the shipping label on the box I received. I emailed ******************* to ask for shipping label, but have not received a response or even an acknowledgement of receipt of my email. Because I selected JINS based on the******* program, this feels to me like bait-and-switch. Additionally, I am unable to access all my information on the JINS website - my many previous orders and prescription appear to have been deleted. In particular, I need my itemized receipt to submit to my Health Savings Account so I may be reimbursed for this expense. Glasses are medical devices. If anyone reading this depends on their glasses for daily function, I do not recommend ordering from JINS.com. A resolution to this issue would include: - $20 as promised in email attached - A shipping label so I can send my old frames to JINS - Completion of JINS******* Order (new lenses in my old frames) - Itemized receipt

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/21) */ As of today, we have sent a partial refund request urgent to our Accounting team. A follow up email was sent today in regards to our JINS******* program Consumer Response /* (3000, 7, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi. I received an email from JINS customer service on 11/21/22. It said, "As for the JINS ****** program, to confirm, were you able to send it in to us, or not due to a lack of shipping label? Please let us know, thank you." I responded on 11/22/22 that I was not able to send the glasses to JINS because I was still waiting for a shipping label. I have not received a response to that email and have not received a shipping label.

• Initial Complaint

  Date:10/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a pair of sunglasses with prescription on 8/24. With the order, I would be able to send them an old frame to be replaced with new lens for free through their ****** program. When I placed the order, I saw the website said there can be a delay due to high volume so I chatted with their online rep and was told it can take up to six weeks to receive the glasses. I waited for six weeks and my order status still showed to "Waiting for lens" so I followed up via chat and was told that it can take another 1-2 weeks to get my glasses. I then waited for two more weeks and followed up again today on 10/27. I was told that they cannot find the status of my order and since it's been more than 30 days, they suggested me to cancel and reorder. They offered a discount code as compensation for delay. So I went ahead and canceled my order. But I was never told that the ****** program is no longer offered. Now even with the discount code, I won't be able to get two pairs of glasses for the same price, not to mention to get any compensation. So I chatted with their rep again and asked if they can offer any credit for me to order a second pair. The rep told me that they can't do anything since they already gave me a discount for the discontinued ****** program, which is not the case at all. It's offered to compensate for the long wait and for the fact that they can't find my order status in their system. They never mentioned anything about the ****** program being discontinued in the first place. I've been waiting for over two months and received no glasses. Now I have to pay more in order to get a second pair that I should have received for free with the first order.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/07) */ As of 11/7/22, we have reached out to the customer in regards to assisting them on our discontinued lens replacement program.

• Initial Complaint

  Date:10/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/14 I placed an order # **********for some prescription special collaboration glasses, and used a ****** coupon for 25% off of the $160 total. I got a confirmation and knew they were experiencing delays and hadn't seen other customers posting about receiving their pairs, so I held off on reaching out about wait times. 9/12, almost two months later, I emailed asking to change my mailing address since I had moved during the two months I had been waiting. Unfortunately this email resulted in a notification that my order had to be cancelled due to stock issues. I was obviously upset since these were limited edition with no chance of restock. I was offered a 50% off discount for compensation, and emailed back on 9/20 about the new frames I wanted to use the discount on. I was instructed to place the order first, and that the discount would be applied after. I placed the order (#**********) that day, and emailed the customer service representative my new order number. On 9/29 I received an email that they would need to cancel my order and provide a discount code for my 50% off, asking for permission to do so. I replied and said that was fine, and have not heard since. I checked back several times and my order was not cancelled either. On 10/10, my order shipped and I was charged for the full amount of $120 on 10/12, with no 50% off discount applied. It has been exactly 3 months since my initial order and I am extremely disappointed in the customer service process and issues I've had with this company. I have previously had very prompt responses from my customer service representative, but now that my charge has gone through, I haven't heard back.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 10, 2022/11/07) */ As of 10/19/22, we have partially refunded this customer's order. We have yet to receive a response for confirmation. Consumer Response /* (2000, 11, 2022/11/01) */ Complaint resolved

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June I ordered a pair of glasses because of the Jins Revive, Order # **********it has been almost 5 months and I have not receive any updates about when the revive glasses will be shipped to me. If Jins are not able to do the Revive as promised, I want Jins to ship my original glasses back immediately and compensate me for not able to fullfill my Jins Revive Order