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ComplaintsforUseMyFrame.com
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
1- Placed online order for installing prescription lenses in my eyeglass frames on 14MAY2024. (Merchant order # was 7782)2-Sent in the frames for new (prescription) lenses installation. (Frame were shipped to UseMyFrames.com via ***** tracking # ****503699300687483720)3- Requested update on order on 12JUN2024 4- Received my glasses on 21JUN2024 but they had the incorrect prescription lenses so informed the merchant immediately.5- Merchant sent me a return label (RMA ******- **** tracking # **** 5111 0550 1858 6733 41) Glasses were sent back the same day and were delivered to merchant on 25JUN2024.6- Starting 20JUL2024 [after not receiving any updates], I Sent several messages, left voice mails but merchant never responded.7- On 7AUG2024, I informed the merchant via email that I am filing a complaint with BBB. 8- On 07AUG2024, ******** responded via email that they will look into it and get back to me ASAP.9- As of 09AUG2024, I have not received any further responses from the merchant.Please adviseBusiness response
08/16/2024
Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced.
Regarding your prescription lenses, I want to confirm that they were made accurately according to the prescription provided. When you expressed dissatisfaction with the thickness of the lenses, we would have been happy to discuss alternative materials, such as high-index lenses, which could have resulted in a thinner profile. However, you opted for an immediate refund without engaging in this discussion.
Understanding your preference, we issued a full refund and promptly returned your glasses. The return shipment tracking number is 1ZR9X6610396416330, which you can use to track the status of your return.
We apologize for any delays in communication and any frustration this may have caused. We are currently reviewing our processes to ensure more timely responses in the future.
We hope this resolves your concerns, and we are here to assist you further if needed. Your satisfaction is important to us, and we would be happy to address any remaining issues.
Thank you for your understanding.
Sincerely,
***********************
Owner, UseMyFrame.comCustomer response
08/16/2024
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
04/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I sent a pair of frames to this company for lenses. They sent the finished frames back to me at a wrong address in another state. They made me wait two months while they argues with *** and made me deal with ***. They finally got the frames back and put te lenses in them. I got the glasses yesterday and can't see out of them. They put in the wrong RX. Now they want to wait until I return the lenses for a refund. I am sick of playing games with them. I am out almost $300 and just want a refund.Business response
04/13/2023
Customer didn't update her new address in her account online and package was sent to her old address. We contacted *** and the package was returned to us; which we returned to the customer via express delivery. Customer insisted on a refund after glasses were received, and we assured her that we would refund her full amount once lenses were returned. We received the lenses back on April 12 and gave a full refund the same day.
We expressed our sincerest apologies to for the inconvenience, but customer was unwilling to work with us moving forward.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.