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:03/24/2025

  Type:Service or Repair 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.

  Do not buy from this brand without reading the fine print. I didnt know a protection plan had to be purchased or they cant make repairs to glasses. I got hit with a ball in the face and it chipped my lense. Reached out to the company and they dont offer any repairs unless a protection plan is purchased. I saw nothing about a protection plan when I first purchased and didnt know it was needed. I asked about just getting a lense to fix it myself. Was told I can only buy a new pair.

  Business Response

  Date: 03/25/2025

  Hello!  
  Were sorry to hear about your experience and hope you're doing okay after the accident. Unfortunately, since we dont offer repair services, we provide an optional protection plan at checkout for coverage against accidental damage. We understand this might be frustrating, and we appreciate your feedback. While we cant offer lens replacements, wed love to help you with a discount on a new pair. Please reach out to our team, and well do our best to assist you!
  Thank you! :) 

• Initial Complaint

  Date:01/27/2025

  Type:Delivery 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 ordered two pairs of prescription eyeglasses with them on 1/03/25 and received one of the two pairs on 1/14/25. I emailed the company multiple times since then (on 1/14, 1/17, 1/19, 1/23, and 1/27) and have yet to hear from anyone. I would like someone to acknowledge and complete my order or issue a refund of $79.50. Thank you for your help!

  Business Response

  Date: 01/30/2025

  Thank you so much for reaching out to us!
  I am happy to confirm that your order has been shipped and is currently in transit to you!
  Here is your tracking information for reference - ********************************************************************************
  I hope you enjoy your DIFFs!
  If you have any other questions or concerns feel free to contact us anytime, we will be more than happy to help you out!

• Initial Complaint

  Date:01/21/2025

  Type:Product 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.

  I ordered sunglasses on december 31, 2024. I used a coupon code to get 50% off and with shipping and tax it came out to $62.79. The website advertises easy returns and worry free purchases. When they arrived, the sunglasses were faulty. One of the arms is not attached properly and sticks out awkwardly. I attempted to return them and a representative for the company told me they were final sale (which was never disclosed in any way). I again, requested to return them for a refund. Several days passed and they offered me a one time exchange as a courtesy. I do not want to exchange them as the quality of the product is clearly lacking and I feel very much that their website is a scam as the sunglasses were suddenly final sale after I purchased them and their advertised easy returns and worry free shopping appear to be complete lies.

  Business Response

  Date: 01/21/2025

  Hi *********,

  We are so sorry for the recent experience you had with us. 

  We have discussed your order with the agent that assisted you to make sure this doesn't happen again.

  I show that we have emailed you on your return/exchange and have not heard back from you.  Please reply to the email on how you would like to proceed.

  Thank you

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22838225
  
  I am rejecting this response because:

  I have already clearly stated that I would like a refund and am happy to return the item. Responding to the same email asking for the same thing multiple times does not seem reasonable. I do not feel comfortable accepting an exchange as I feel the products are not good quality and that the website is extremely deceptive in advertising easy returns and worry free buying.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 01/22/2025

  Hi *********,

  I show the following email was sent to you.  I'm not seeing a reply from you, please check your junk/spam.  Thank you...

  
  "Thank you for your patience. Your concern has been escalated to me, and I see that it was not handled properly. Please accept our sincere apologies for any inconvenience this may have caused. We will be reviewing this situation with our team to ensure it doesn't happen again.
  We have issued a full refund of $62.79 back to your original form of payment. Please allow 3-5 business days for the credit to appear in your account. Additionally, you do not need to return the sunglasses to us.
  We hope this resolution helps to improve your experience with us. If you have any further questions or concerns, please feel free to reach out. We're here to help!
  Thank you for your understanding and support."

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair 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.

  On 12/23 I purchased two pairs of reading glasses. Only one pair arrived, I would like the second pair. I have called and emailed the company with no response.

  Business Response

  Date: 01/10/2025

  Hi *******,

  We are so sorry to hear you are missing an item in your order.  After reaching out to our lab, it was discovered that they shipped the second pair separately.  The pair has shipped from our U.S. based lab and is scheduled for delivery in the next few days.  Here is the tracking. ******** - **** Tracking Results  Again, our apologies for this miscommunication on the labs part.  Please let us know if there is anything else we can assist with. 

  Have a great day! :) 

• Initial Complaint

  Date:12/31/2024

  Type:Delivery 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 ordered two pair of glasses on 10/28. They were finally shipped and delivered on 12/5. Both pairs arms were hyperextended beyond the side of the frame and neither pair would stay on my head. After visiting a local optician (non-Diff related) who shared that the lenses hadnt been rolled and polished and that resulted in the lenses pushing the frames and arms out, I emailed into Diff and did not get a response. A few days later, I called. I was assured that the replacement pairs of glasses would be fine after sending in photos of the ones I received. Today, I received the replacement and they are far worse than the original. How does something like this pass quality? And better yet, how do they get away with charging almost $400 for two pair of glasses that wouldnt stay on a watermelon head?I will never again do business with Diff. I want my money back.

  Business Response

  Date: 12/31/2024

  Hello *******... 

  We're always striving to improve and appreciate you sharing your thoughts.

  We are sorry that the order did not work out and will be addressing the situation with our lab.
  We apologize that we fell short of your expectations. A full refund issued to your original form of payment.

  Please allow up to 7 days to see the credit to your account.
  Please feel free to reach out if you have any other questions or concerns.

• Initial Complaint

  Date:12/31/2024

  Type:Delivery 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.

  Placed my order in October. The item was back ordered. It shipped December 6, 2024 and has been showing ready to ship since then on ***. There are no updates and DIFF wont answer my calls or emails. I would like to know when or if Ill be receiving this item as it was supposed to be a Christmas gift.

  Business Response

  Date: 12/31/2024

  Hi *********,

  Thank you for reaching out.  Looking at your order, I see that we shipped your order 24 hours after it placed but due to the Canada Post strike, the order tracking stalled.  We apologized for this and were unable to reship the order as a courtesy due to the item being sold out.  You were refunded in full and apologize for all of this.  Please let us now if you have any questions.  Thank you

• Initial Complaint

  Date:12/17/2024

  Type:Delivery 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 ordered a pair of prescription glasses on 11/29/2024. I reached out to Diff Eyewear via email on 12/15/2024 concerning shipping time. I stated that I understood it was a busy holiday season and simply wanted to check in on the status of my order. When I log into my Diff Eyewear account, it still shows that my order is marked unfulfilled. I received an email from a representative today (12/17/2024) stating that my order was delivered on 12/09/2024. I informed them that I check my mail daily and this was never delivered, nor did I ever receive any confirmation of a package being shipped nor even a tracking number. I was then told I needed to reach out to **** to see where the package was delivered and if they could somehow retrieve it. Of course, **** didnt have **** but instead a robot. I filed a claim and was informed it would take 1-3 business days for a verdict. I reached back out to Diff Eyewear with zero response. I decided to call them (today as well, 12/17/2024) about a resolve for this. They informed me they refuse to issue any refund as the package was marked delivered and can only re-process the order. Which will take an additional 3+ weeks. They have officially lost me as a customer. There was no sincere apology, just empty words, and no trying to make anything right. I want my money back in full.

  Business Response

  Date: 12/17/2024

  Hello ******* ,

  Looking at your order I show that we delivered to the address your provided with the type of shipping you selected.  We are sorry that you did not receive the package.  As a customer courtesy we offered to rush a replacement pair to you.  We are unable to refund the order due to **** denying the claim being that the package shows delivered to your address- ****************************************************************************************; Because tracking shows delivered and this was confirmed by ****, DIFF has fulfilled its obligation by shipping the product with the selected form of shipping that the customer requested.  If the package was stolen, DIFF is not responsible for this.  As mentioned, as a courtesy, we are reprocessing your order for you.

  Have a great day and Happy Holidays!

• Initial Complaint

  Date:12/17/2024

  Type:Product 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.

  I purchased a pair of Sunglasses from Diff Eyewear on 12/8/24 and per the attached explanation I have received nothing but excuses and will not get a call or a person on the phone from this company. They provide false tracking information and when they give a **** tracking after false *** tracking it shows a package that goes nowhere. They ask me to wait another two weeks to then come back to "see what they can do then" but won't speak with me to resolve this. I have asked for a refund on a non-existent shipment and nobody will help me. I have since found this to be a problem online repetitively and this company should be shut down! They do not return calls or answer calls and I am extremely frustrated trying to resolve this issue. This was a Christmas gift that I see will not arrive and I need to have it refunded asap!

  Business Response

  Date: 12/17/2024

  Hello ******,  

  I apologize for any confusion.  Pulling up your order, I show that you selected **** standard shipping.   As noted to you, during the busy holiday season, there can be delivery delays with ****. Looking at the tracking, there has been updated scan showing that it will deliver.  As a courtesy, we reshipped the order for you with upgraded 2-day shipping.  It is scheduled to delivery to you this week.  Please let us know if this clears everything up for you. 

  Happy Holidays!  

  Customer Answer

  Date: 12/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I still find it incredibly irritating as a consumer that one must go to such lengths as to dispute charges with your bank and file a complaint with the Better Business Bureau to get a business to ship a product that was already paid for.  I still am unhappy with their customer service and failure to be available to the customers as well as properly fulfill orders that have been paid for, however, will close this complaint as they were forced to fulfill the obligation and I thank you for your assistance in this matter.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising 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 a purchase online for a pair of prescription glasses in the style bath. DIFF was running a special where if you purchased from the Yellowstone, they would include a free gift which was a $20 value.

  Business Response

  Date: 12/04/2024

  I am sorry confusion and incorrect messaging. We originally planned to do the free gift with purchase for prescription orders, and logistically it is a bit more complicated so we removed the option. Not to worry, we can still send it to you :)
  I have created order ******* for the Yellowstone bandana. You will receive an automated email with tracking information once it ships.
  Please feel free to reply if you have any other questions or concerns!  Here is your tracking- *********************************************************************************************************

• Initial Complaint

  Date:11/14/2024

  Type:Delivery 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 with DIFF Eyewear on August 31, 2024 at 9:54pm PST for 4 pairs of sunglasses and 1 carrying case totalling $245.00.When I confirmed my payment method my device (apple) reverted my mailing address to a previous address. On the DIFF website there is no option to cancel your order even immediately after it is placed, in fact their FAQs state:"If you accidentally put the wrong shipping address here's what can be done:Our system is configured to process & ship orders as quickly as possible, therefore, we may not able to modify or cancel orders once placed. Please contact us for further ************* make the change, email us at *********************************** Please include your CORRECT address so that we can update it as quickly as possible. We will do our best to accommodate your request.NOTE: Our offices are open Monday - Friday from 6:00 AM - 6:00 PM PST."I emailed DIFF at 9:57pm on August 31 informing them of the correct address. At 11:19am on September 2, 2024 DIFF Eyewear responded saying that they could not change the address on my order. They stated "once your orderhas shipped you will receieve a tracking number..." I asked them to change the address before it ships and they replied they could not and would not. I continued correspondence with DIFF explaining that I like 1000 miles from where they're shipping to and that I cannot intercept the package. They informed me that once the package returned to them undeliverable by the carrier they would reroute it to me. I have yet to recieve the products or a refund. I disputed this transaction with my bank, and DIFF expressed to the Bank that they "delivered according to the agreed on address". I have attached the time stamped communications showing that they in fact did not. DIFF has now said that I need to wait up to 75 MORE days to receive a refund. It is November, I do not think it is reasonable to have gone two full months without my paid for product or my refund.

  Business Response

  Date: 11/15/2024

  Hi ******,

  Thank you for reaching out to DIFF Eyewear regarding your order # *******.

  Please note that our customer service offices are open Monday - Friday from 6:00 AM - 6:00 PM PST and are closed on weekends and holidays. 

  Looking at the order, it was placed on a Saturday.  This is why we were unable to catch the order before shipping. 

  We always encourage double checking the address information before submitting the order.

  Typically we will assist with reshipping as a courtesy but because a chargeback dispute was filed, we are not able to do this.

  If you have any further concerns or questions, please don't hesitate to let me know. I'm here to assist you.
  Have a nice day!

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22553588
  
  I am rejecting this response because:
  The chargeback dispute was found in your (DIFF Eyewears) favor. Meaning still you received payment and did not receive a product. 
  

  In fact according to the bank you (DIFF Eyewear) stated that the product was delivered to an agreed upon address when in fact the emails presented demonstrate that to be untrue. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/18/2024

  Hello! 

  As previously noted to you, we have not received an outcome from the bank on the outcome of the dispute.

  Also, as a reminder you submitted the order with the incorrect address. We always suggest double checking the order information before placing the order. 

  Per the email you sent us: 

  Hello
  I ordered four pairs of sunglasses and four pair box and Apple Pay
  automatically selected the wrong address.
  I need to change the address to **************************************

  You summited the order on a Saturday night and our CS team works M-F.

  Here is additional info from our site- ****************************************************************************************************************************************************

  Thank you,

   

   

   

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22553588
  
  I am rejecting this response because: I have notice that the Bank did in fact find in your favor on September 19th. I am aware of when I placed the order, I am also aware that I attempted to cancel and reroute the order immediately. I know that your team work M-F and I expected to hear from them on Monday. When I heard from them on Monday the order had no shipped. I had not received tracking. I was advised that WHEN it ships I will receive tracking. 
  

  Still, I paid you $245. I did not receive any product. These things both remain true REGARDLESS. 
  

  My hope is that DIFF can understand and rectify the situation. I've never heard of a company unwilling to make sure that the exchange of money for product is honored. All I've gotten so far from you is deflection and a refusal to honor the exchange of money for goods or to return the money. Thats literally all I've asked. 

  
  Sincerely,
  
  ****** ******