ComplaintsforDiff Eyewear
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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered 2 pairs of prescription glasses from Diff on April 12th 2024. Order number *******. Sent in prescription to them on April 16th. Was promised production time of 3 weeks. Sent a follow up email May 14th as no tracking had been sent. They responded May 14th that my order was in the final production stages and I would receive tracking soon. I sent another email May 29th as it had been 6 weeks since I submitted prescription. I received a response that my issue will be escalated and I should hear back. Did not hear back. Tried contacting via phone and requested a call back via their automated system 3 times. Have not received a call back. Have emailed and requested a refund and received another generate email that my issue has been escalated. Still have not heard from whoever handles escalations. I ordered these items 8 weeks ago. This is unacceptable and they have stolen money.Business response
06/14/2024
Hello,
Looking at order details and notes, I show there was a lab delay that we informed you of and provided a total of $120.96 in refunds due to delays.
Tracking shows the order has delivered to the address you provided us- *************************************************************************************************
We apologize for the delays and hope you enjoy your new DIFFs.
Thank you
Customer response
06/15/2024
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.
Sincerely,
*****************************Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Flash sale was happening and I tried repeatedly to purchase the sunglasses. However, every time I got to the checkout the site redirected me to a malfunctioning page. I tried to speak to the company about it through their contact us page. I was sent to a *********************, he was extremely rude and flippant and denied my request multiple times to speak with a supervisor. Furthermore, he told me my request was invalid as I had no proof even after supplying screenshots time stamped from the website and of the sale.Business response
02/02/2024
Hello,
I am happy to look into this! Unfortunately I am not locating any contacts from *********************** under her name or email provided.
Please provide the email used to contact us or screenshots of the correspondence.
Thank you
Initial Complaint
08/10/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I placed an order on or around July 11th for prescription sunglasses. I paid $214. Order #*******. I never received the item. Ive reached out to the company via phone, email, and live chat and they will not respond to me. The only time Ive gotten through to someone was through chat and they told me to email them. I explained that Ive emailed ********************************************************************************* and I needed to email. I paid for these glasses and they are still not here or show any signs of shipping. My order status of my account online says paid but not fulfilled so I am looking for a resolution- either send me what I paid for or refund me.Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased glasses that are too big for my face. I bought them within the last week. I submitted for a return but it says its outside the return window. The return policy is 30 days. No one is answering my emails, phone calls, or chat request.I want to mail the glasses back for a refund ASAP as Im leaving the country next week.Initial Complaint
01/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
They are refusing to give a full refund.I have sent them the amount leave my bank and the amount they sent me back.It's not allot of money but I sure feels Like a scam.Initial Complaint
01/16/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I mistakenly order two pair of sunglasses from DIFF Eyewear on 12/19/2022. I kept one pair and wanted to return the second pair. I sent several emails to get information on how to return the pair. After a couple of weeks I received a return label. I mailed it on 12/30/2022. I have not received a refund and they will not answer my emails.Business response
02/01/2023
Consumer Response /* (2000, 8, 2023/02/01) */ I have received a refund. Thank you for your help.Initial Complaint
10/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 3 pairs of sunglasses costing me ******** I was not happy with my purchase so I contacted and received a return shipping label. I packaged and returned my items. It's been 2 weeks now, and I have not received any confirmation of my return, no money back, and I've sent out over 10 emails, comments, reviews, just trying to get customer service to respond. Still nothing and I'm still out ******* with no product and no explanation or response from customer service.Business response
11/03/2022
Consumer Response /* (2000, 9, 2022/10/25) */ They finally refunded my money. Not without a fight, but it's been resolved. Thank you for your help.Initial Complaint
09/08/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I placed an order because I keep getting emails about BOGO sales, 40% off sales etc non stop sales. I am bombarded with emails about sales. So on august 16th I placed an order. I waited and on August 29th I emailed them asking about my order because I had not received a shipment notice. I got a reply saying they switched shipment something or other so they're experiencing delays. Zero transparency about shipment to me seems very shady. They never explicitly stated oh you may experience delays because we are going through some transition... nope nothing. Instead they continue to have sales and on social media they deleted comments and complaints from other people who are still waiting for their order to make it seem everything is running smoothly. I contacted them September 2nd and received the same copy/paste response I had received the first time around. It is September 8th and still nothing. The business practices of this company seem extremely shady. Do they not have the inventory? The lack of transparency is ridiculous.Business response
10/10/2022
Consumer Response /* (2000, 14, 2022/09/23) */ Issue has been resolved although they are still acting like they did nothing wrong and zero transparency to consumers on their shipping issues.Initial Complaint
06/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for two pairs of sunglasses on ********** I received a delivery notification on ***** and when I had not received them, contacted **** customer service via their website ***** I was told by ********* I would need to contact **** to have a ********** put on my order (file a claim with ***** and then they could move forward. I complied with their requests and a claim was filed 5/28. I was told this would be a 10 day process. After not hearing from them, I contacted **** again *** asking for an update where an ******* asked me to confirm my shipping which I had done previously in the ******* She then replied **** denied my claim because it was deemed delivered, and told me she would not be refunding me but processed a reshipment. I told them multiple times I did not want the reshipment due to the poor customer service I had received, and I was only interested in a refund. When they had me create a case, they did not tell me if **** denied me I would not be refunded. This was supposed to just be a *********** I also made sure to tell them if they were reshipped anyway (since I could not get them to answer phone or email) I would want a prepaid label to send them back and want a refund. She reiterated they would not be refunding me and a ********** was already sent. I asked to speak to someone higher in management or customer ********* and she stated she was a manager and quoted "It's our duty to process your order and ship it to you with ********* If your order has been delivered according to tracking we are not liable for it's whereabouts beyond that." Part of the reason I did not want a reshipment is A) I'm out of town for two weeks, so it'll probably get stolen and B) I do not want anything from this company anymore after the stress I went ******** They clearly don't care. I'll be disputing with my bank when I return home.Business response
08/19/2022
Business Response /* (1000, 22, 2022/08/19) */ this has been resolved with the customerInitial Complaint
02/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Placed order ******** **** ********* $130 Shipped via **** tracking ************************** I never reciveed this pacakge, contacted the company and they filed a claim and i had to wait 10 BD. at the end of the claim **** doesn't really do claims- so they just said YES the package was delivered. according to DIff- they really do not care and said they will only issue a reship. I am not interested in a reship or their store credit. I did not receive my items and I honestly do not trust this company. I asked for a full refund. I offered to file a report and so on. Now they canceled my replacement order. ***** their manager has stopped replying to my emails even after i offered to file a incident report wtih the police or whoever i need to. ( I should NOT have to do this- they said this package was insured). Now i am being ignored by the company,. no emails have been answered and I am out **** Address is correct- ** ****************************. I have no use for their store credit and they never even emailed me a refund code. SO i am out ***** please have them refund my CC asap please and thank youBusiness response
08/19/2022
Business Response /* (1000, 22, 2022/08/19) */ this has been resolved with the customer
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Customer Complaints Summary
20 total complaints in the last 3 years.
6 complaints closed in the last 12 months.