ComplaintsforTryiton Eyewear, LLC

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Emails are attached with information and correspondence that they owe me the money. Date of Transaction: June 20th, 2024, at 9:29 am I paid Eyeglasses.com $470.00 I was supposed to receive 2 pairs of glasses I ordered 2 pairs of glasses, and they did not have them in stock. Instead of refunding my money, which I waited patiently for, they wanted me to pick another item. I got very defensive when they assumed it was ok to hold my money. I then asked for a refund to no avail. So, I filed a dispute with my credit card company. As time went on, they said they were processing a refund, so I cancelled my dispute with the credit card company. This sent the refund in a completely different direction. Now they can no longer refund my money because the credit card company has the money. I was in constant contact with my credit card company, and they said the money is in the company’s bank account. That is when Eyeglasses.com decided they could use the excuse they do not have the money. I have been dealing with Stefanie Rodrigues and she has no knowledge of how to refund a chargeback. She kept running this like a regular refund. I am in the accounting/collection business and things are not cut and dry when there is an issue with refunds. I spoke to my credit card company, and they gave me a reference number and instructions on how to access the money. I sent Stefanie this information and followed up a week later and she did not respond. We had one phone conversation before I sent her the instructions, she told me that this would not work out well for me and that she should charge me for the time and the cost of the inquiries to refund me and how dare I do this to a small company. I am an individual wasting my time (which is priceless) hunting down information and helping her do her job. Being in this field It takes knowledge and grace to handle situations, and this company is lacking both. I am seeking a refund of $470 which is what is owed to me.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, On Feb 29 2024 I ordered a replacement eyeglasses online. Order # #*******. The reason I used that company is because I was able to send them my old frame (***** ****** frame) so they can replace only the lenses (new prescription I received from my eye doctor) while keeping the original frame. That saved me the need to purchase new frame as well. I uploaded the new prescription online, paid $204.85, mailed them the old paid I had so they can use that frame, and followed with a phone call explaining that I have stigmatism and I am looking for progressive reading/computer glasses. 2 weeks later I received the glasses and they were made wrong, I saw all blurry. I communicated the issue with Michelle M****** from customer support, and after few back n forth calls emails they proceeded to create new lenses while waiting for me to send back the pair I just received. A week or so later I received the revised pair, and again it was made wrong and my vision was all blurry. I discussed again the issue with Michelle, she understood what the issue is and again I mailed the glasses to them so they can again re-create the lenses. A week or so later I received the new pair, and once again it was all blurry. They claimed they did it according to the prescription I sent, however, I doubled checked the prescription with my doctor and with ***** ****** and there was nothing wrong, they simply created it wrong. I needed a progressive pair for reading a book all the way to working on a computer, that is few inches to 5 ft or so distance. After complaining again Michelle told me to reach out to the manager, which I did, and then received a call from someone named Melissa who left me a message saying they cannot redo those glasses and I cannot receive a refund. I reached out again to customer service and someone named Stefanie R******** wrote me back saying they cannot redo the pair and I cannot get any refund. So, the way I see it I spent $205, plus 3 times mailing costs which altogether was close to $300, And did not receive what I paid for. I would appreciate if you can get me a refund so I can go somewhere else to get my new paid of glasses as clearly that company is a fraud and not capable of producing what I need. Thank you in advance ***** ******

  Business response

  05/09/2024

  I have included our internal notes entered into this order exhibiting the following:

  1) The order was processed to the exact specifications of the customer.

  2) The customer placed the order in February requesting the order to be expedited due to a time constraint, this was fulfilled.

  3) The client then changed his mind and ordered a completely different type of lens, first set of lenses were correct and requested to returned for a redo, again REQUESTING TO BE EXPEDITED.  The request was honored AND a $25.00 redo/shipping/handling/fee was WAIVED.  

  4) The client ONCE AGAIN CHANGED HIS MIND AND REQUESTED A THIRD SET OF LENSES.  Which was granted and processed.  AGAIN WAIVING THE PROCESSING/SHIPPING/HANDLING FEE.  

  5) The client received FREE SHIPPING BACK AND FORTH.

  6) This client spoke to eight (8) employees, some multiple times, several Opticians, including one, Senior, Licensed Opticians with over 40 years experience to get the lens orders right every time; taking up very valuable time and getting top tier, first class customer service.

  7) This was a replacement lens order, only.  Meaning the customer provided his own frame, which very few companies allow.

  8) At least 4-5 exceptions and accommodations were made on this order for the client.  For him now to want a refund, of which none is owed per our Return Policy, is egregious and ludicrous.

   

  Customer response

  05/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you for the response but that is pure BS and inaccurate.

  i never changed my mind about anything, my request was all along creating a progressive lenses for reading/computer work.
  First time they created a very long distance lenses and when i called to complain the support person (Michelle) admitted they did create it wrong.
  She asked me to send a facial picture which i did, and a 2nd pair was made. That pair was created too blurry (or too strong), i would not see well with it. i then complained again and explained it detail the issue and they tried adjusting it, and a new pair arrived and again same issue.
  
  The current pair i am wearing was made by ***** ******, they got it right it first attempt. My prescription changed a bit so i wanted new lenses
  accordingly. i even sent them (eyeglasses.om) both old and new prescriptions so i am not sure why their techs could not make it work.
  As far as the expedited shipment fee, you forget that i also paid shipping fee which increased my purchase cost.

  As of now i am still wearing my old pair that was done by ***** ******. idd like a refund of the original price i paid so i can go to another company
  to create the new prescription glasses for me.

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

  Business response

  05/10/2024

  I have provided a detailed timeline of the order history, corroborating the number of "redos" and accommodations above and beyond our very clearly stated policies.  Furthermore, substantiating that our standard return shipping/process/handling fees were waived multiple times.  There are no less than eight (8) employees that worked diligently on this order and can testify to the accuracy of the response.

  Customer response

  05/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  i never disputed the fact they tried creating the glasses, so i don't understand why they send the timeline.
  The issue is their policy of  "if we cannot make it right in 3 attempts, you lose your money". ridicules..
  Imagine you go to a restaurant and the chef screws up the meal 3 times, do you then still pay and leave hungry?
  So, either fix the issue till it works, or give me a refund so i can go someplace else.
  and about the shipping costs, lets not forget that every time they pay for shipping i also pay for shipping, so we are even here !

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered 2 pairs of glasses, never received them communicated with their customer service they sent out a new 2 pairs i got them they did not work for me so i returned them they received them 11 days ago and will not give me a full refund. They are saying i got the first 2 pairs and i got the 2nd 2 pairs and now i am flagged but i never received the first 2 pairs at all.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Claims to have item in stock. Payed for next day shipping. I have waiting 6 weeks and my glasses haven't shipped. I just need the frames. I did not order any lenses. Their website claims to ship within 2-4 days. Their "agents" claim it is a vendor issue but how can they claim they have the item in stock if they do not actually have it in stock? This is unethical and lying.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 18, 2022 I placed an order for glasses with this company. Several weeks later I was contacted and told they switched my frames to a different colour because the ones I ordered were discontinued. On Fri, Dec 2, 11:45 AM CST the glasses shipped, but I still have not received my glasses nor a refund for my purchase. Several emails, phone calls, and chats on-line has lead to multiple times being told there was nothing they could do for me. They are blamimng me and the shipping company for an incorrect address, however I have verified that my account with them has the correct address. They are showing on their invoice that they gave me a refund, but the money was never applied to my credit card. It appears they modified the invoice to made it look like I got a refund... Tracking information below can be used to verify the multiple delays. Attached emails verifies some of the conversations I've had with the company. ******************************** Tracking numbers: ************ ************ ************ ************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought tow eyeglass frames with lenses. I was contacted by email that made it obvious either the lab didn't know what it was doing or the order had not been properly processed by the company on its webpage *************** I spoke with Stephanie in customer service rep and she was rude. I cancelled the orders and asked for a refund and then received an email from Stephanie that the order was cancelled, I would get a refund and "we decline to process any future orders". I am banned from buying glasses from the store or website by a customer service rep. This company should be shut down.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10-25-22 I ordered 2 pairs of frames from **************. I was charged immediately for both pairs but a day later I got an email stating 1 pair was not available. I told them to send the pair that was in stock &cancel the second pair. The cost of the unavailable pair was 110.00 The in stock item arrived about 2 1/2 weeks later. But no refund was given for the cancelled frame. I called them on 11/28 and was told they had tried to refund but the card I’d used was inactive. I told them I was aware of that ,and due to fraud on my card the bank had cancelled it . I was then told by “Stephanie”that they would issue a check ,but it might take 2 weeks to do that. As of 12/22 still no check , so I called again. Stephanie told me that a check was issued12/8 . I told her I had not received any check so she said she would have to check with the bank to see if it was cashed, and if not it would be reissued. Since 12/22 , I have called this company 12 times . I have spoke with a “Michelle,” a “Ven” and a “Susan” . All 3 have told me that only Stephanie can assist me. I have left at least 5 messages for Stephanie that have yet to be returned. Stephanie obviously knows that I’m seeking a refund for the pair I didn’t receive , but continues to not return my calls. Today is 1/5/23. My first contact with them regarding the refund was on 11/28/22. I feel this is more than ample time for this matter to be resolved.

  Customer response

  04/24/2023

  I am writing to inform you that the above referenced complaint has been satisfied.

  Satisfied in the sense that I did finally receive the refund that I was owed from Eyeglasses.com.

  The refund check eventually arrived 4 months after they informed me that the item I ordered was not available. After I had made approximately  18 phone calls( most of them unanswered) 6 unanswered messages , numerous unreturned emails, and finally , my threat to report my experience to the ******** ******* did they send the refund.

  Yes, I’m satisfied that I finally got the refund , but totally DIS -satisfied , with Eyeglasses.com !

  Thank you to the BBB for your time and effort with my case , Regards, ******** ********

   

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought lenses only, they are worthless! They are offering half refund for wrong lenses, I want a full refund, their reviews are phony. Terrible customer service, the place should be shut down

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered lenses from this company. 5 months later scratches are showing up even though they say they put on an anti scratch coating. I have used eyeglasses all my life and take very good condition of my glasses. I have expressed my concern and all I get for a response is the return policy has passed. I believe the coating was either not applied or it's a cheap and inferior coating.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I sent my frames in to be fixed. Eyeglasses.com paid for the shipping label, so I was unable to purchase insurance for my $500 frames. The package arrived empty and unsealed, my frames lost or stolen. Alecia, the lab tech I spoke with on the phone says they are not responsible despite buying the shipping label themselves, and they refuse to help beyond filing a claim with *** that will not be addressed for months I'm sure and will only refund $100 dollars. So essentially they lost my glasses and refuse to replace them. Buyer beware, they will NOT insure your expensive frames and will NOT help you if they are lost or broken in transit. Do not send them your personal property, they are not responsible. Furthermore they have NO customer service department. None. The phone number they list is disconnected and the chat feature doesn't work. Seriously concerned this might be fraud. DONT use this company, despite what online reviews state. I request a full reimbursement of the price of my lost/destroyed personal property or I will be taking legal action.

*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. ↩