ComplaintsforDesigner Optics Corp.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered glasses for my toddler from a brand known to be for children. I had to email multiple times to get any updates (which were false) on my order, in which I specifically mentioned that the glasses were for my young child. When the glasses finally arrived, much later than the website promised, they were adult size glasses. Clearly this will not help my toddler. The pupillary distance was that of a toddler. I clearly ordered glasses for a child. I understand that the lenses were made, so that cannot be refunded, however, I would like to return the frames and be refunded for them. I am so disappointed in the customer service and product received considering that they cannot be used at all. I requested a refund and they responded with a quick, No. I have paid for another pair of glasses for my child now (not from this company) and have to wait for those to come in, leaving him without his glasses for additional time. They should have a quality assurance check or something to be sure Rx glasses are correct. If part of the Rx is clearly for a tiny head, why would I want giant adult glasses?

  Customer response

  07/18/2024

  Better Business Bureau:
  
  The company emailed me and we have come to a resolution. In reference to complaint ID ********, I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an item that was advertised for $42.00. The next day, Designer Optics called me to say that it was a glitch in their system, and that they are not obligated to sell for that price. They said that if I wanted the item shipped, I needed to pay $149.00. I told them that the right thing to do is to honor the advertised price, which was what I paid (plus shipping). They said they were unable to do so and would offer me no solution other than for me to pay an additional $107.00.

  Business response

  06/27/2024

  We regret to hear of the concerns you've encountered with your recent order.   We are pleased to inform you that we could not provide you with the frame for the price in error due to glitch in the system. We are sorry for the inconvenience.

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You posted a price, you need to honor it.  That is poor business, and poor customer service.  And what is worse is the way you responded to my compliant.  "Pleased to inform" me that you were unable to honor my purchase?  Pleased?  I am not pleased, not even the slightest. I am holding you accountable for your mistake, and you need to do the same.  I want the item that I purchased, at the price that was posted at the time that I made the purchase ($42.00).  I never asked for my purchase to be canceled.  The representative who contacted me told me that if I did not want to pay the difference, she would be canceling the order.  That is not the same as me requesting that my order be canceled.  Fix it.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of Via Siga ********* prescription glasses along with a case that holds 2 pairs of glasses. I included my correct prescription. When the order arrived it was 2 pairs of **** Spade glasses either with no prescription or the wrong one along with **** Spade cases and not the double one I ordered. I contacted the company and have been informed they wont refund for prescription glasses. I have attached the email correspondence with details and a picture of the transaction from my bank. At this time I dont really want to return the glasses as it seems that I will not get my money back no matter what and I am not sure what to do next.

  Business response

  05/06/2024

  Dear *******,

  We are very sorry for the inconvenience caused to you due to the wrong frames. Please return the frames we will refund in full.  Thank you.

  Customer response

  06/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******    
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of *** band sunglasses for ****************************************************************************************************************************************************** it was discontinued so if I didnt call my money, we still have that *****. Do not do business with you ever again stop texting me, and you still have the pair of sunglasses on your ******* website no one does your job instead of having rejected money you took the money. **** Off dropped dead the end.

  Business response

  05/06/2024

  Dear Customer,

  We are sorry for the inconvenience caused to you.  I do see the correspondence with our customer service team.  As per your request we have cancelled your order and refunded your funds.   

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Subject: Urgent Complaint Regarding Undelivered Merchandise and Lack of **************** Support from ********************** Dear ********************** Team,I am writing to express my extreme frustration and disappointment with the service provided by Designer Optics. I placed an order with your company for merchandise on Order ********* I have not received the items. Despite tracking information indicating delivery, I have not been provided with any proof of delivery, further complicating the situation.In addition to the non-delivery of my order, I have attempted to contact your customer service department multiple times to address this issue. Unfortunately, I have not been able to reach a customer service agent or receive any assistance in resolving this matter. The lack of communication and support from Designer Optics is unacceptable and has led me to believe that the company may be engaging in fraudulent practices.I demand immediate action to rectify this situation, including providing proof of delivery for my order and initiating a resolution for the undelivered merchandise. Furthermore, I expect a prompt response from a customer service representative to discuss this matter and provide a satisfactory resolution.Failure to address this complaint in a timely and satisfactory manner will result in further action being taken to escalate this issue.I urge Designer Optics to take this matter seriously and prioritize resolving the issues outlined above promptly. I look forward to a swift and satisfactory resolution to this matter.

  Business response

  04/03/2024

  Hi ******, I can see it shows your package delivered.  I do see many correspondences with you and our agents tried to help you, via email.   Our agents provided the information needed in order to file an insurance, you do have insurance for the package and there is a process to initiate a claim, as requested we need a police report.  You also opened a chargeback with the bank in which the bank refunded the funds to you.  If there is any additional concerns or questions, please feel free to contact us. 

   

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  2/24 $176.37 Received item. I ordered frames and the product came to me with scratched lenses I returned the item and I am being told that they are holding 20% because the lenses were damaged.I told them I did not order lenses just frames so the lenses are not prescription and that is an excuse to not provide me with a full refund.

  Business response

  03/19/2024

  Dear ********,  We are pleased to inform you that as you requested the return you only mentioned that "The color of the frame is darker than what I had seen at my doctor's ************** We sent you an RA for the return.   If your complaint would be that you received it scratched, we would ask for a picture.  (We need to have some kind of evidence that you have received the product damaged.) Upon receival we analyzed and found that the product was returned to us damaged. Unfortunately, since the item is damaged, we cannot have use of it or *************. Therefore, we deduct a 20% damaged fee while we refund the rest. If your complaint would be that you received it scratched, we would ask for a picture.  (We need to have some kind of evidence that you have received the product damaged.) 

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I purchased frames only, not including lenses.  Desiginer Optics sent me the frames that I returned, and you want to deduct 20% because you are saying that the demo plastic lenses are scratched and  you will not be able to sell the product again because of a so-called ****** in a demo lens. I feel as though this is unfair and not a good way to do business.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/27/2024

  Dear Customer,

  On March 20 we refunded the full amount of the frame.  We only deducted for the shipping.  We did not deduct the 20% for the frame returned damaged.  Thank you.

  Customer response

  03/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of ***** Del Mar ****** Sunglasses from Designer Optics on Jan 17 2024 for $114.85. When the sunglasses came in they were a different style frame than the frame I ordered. I called Designer Optics and they sent me a label to ship back, about a week later I received an email from them stating the Sunglasses that were sent back to them were not the correct frames and that they don't carry the sunglasses that were sent back. I emailed them back stating that there must be a misunderstanding and maybe the wrong pair or sunglasses were sent to them by their supplier, to which they responded saying that their supplier didn't send them the wrong sunglasses and the sunglasses I sent back weren't authentic *****s. I have paid them money for sunglasses and received a fake pair from them and when I questioned them about it they seem to shift the blame to me. After looking into this company it seems like I'm not the only one who has had issues working with them.

  Business response

  03/05/2024

  Hi.  We would like to inform you that by checking with the warehouse cameras we found that the original frame Costa Del Mar 9018 ****** Sunglasses ****** was shipped to the customer.  Upon the return, we received completely different item returned to us.  We do not sell, nor did we ever sell the item returned to us.  We offered to return the item to the customer, unfortunately we cannot refund unless we receive the item we shipped.  We have pictures in our archives of the item sent and the return received. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I do not know the amount I paid because I never received an invoice or receipt after my order, but it was hundreds of dollars spent on a pair of ******* eyeglasses with prescription lenses as well as an added cost for expedited shipping. Two weeks later, my glasses have not arrived. I received a response to my inquiry that told me the frames I ordered were discontinued by the manufacturer without their knowledge, and they offered me a refund or to select new glasses. I have chosen to get a refund after googling this and seeing tons of other posts and videos with customers who have fallen prey to the exact same scam, or who have received counterfeit glasses. How is this allowed to continue??

  Business response

  02/27/2024

  Hi.   As per your request, we cancelled and refunded the order in full.  Your funds should show in the bank as refunded as we refunded on February 19.  We are sorry for this inconvenience, as we have many happy and satisfied served customers, unfortunately, without our knowledge, the frames you chose have been discontinued by the manufacturer and are no longer available for purchase.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased to set of frames from Designer Optics (1 prescription glasses and 1 prescription sunglasses) on 12/31/2023 order * ********. The glasses I selected are a petite size and I've purchased this brand before from other retailers with no issues. I have no clue why but when comparing the new prescription glasses to my current ones (same brand, style, size) just a different color they are much bigger. I knew immediately they'd be too big for my face and thought oh well I'll just return them since they advertise all over their website that they accept returns within 14 days of delivery. I request an RMA form and I'm told prescription orders cannot be returned. At this point I'm floored since I've seen on the site they accept returns. Upon further investigation and really having to search on their site I do see where it states prescription lenses won't be refunded. I don't think its fair for this information to not be readily visible to customers. Even when you see the "Easy Returns" (this is a joke) button it says the item can be returned however you have to click two more links to see that in actuality there's a different return policy for prescription lenses and I dont think this is fair. This information needs to be more transparent and before checking out there should be a warning or additional pop up that notifies customers purchasing prescription lenses that they can't be refunded and direct them to that SPECIFIC return policy and the general return policy of the company. I paid over ****** for glasses I hate because they're absolutely too big and make me look ridiculous.

  Business response

  02/05/2024

  We're sorry to see that you've left a one-star review. Your satisfaction is very important to us, and we're committed to providing the best service possible. It seems like your experience didn't meet your expectations, and for that, we sincerely apologize.  We have  indicated on our website that returns and exchanges are not applicable for prescription glasses.  ************************************************.
  
  PLEASE NOTE: RX Eyeglasses/Sunglasses that we have filled the Prescription cannot be exchanged or refunded. If you wish to return such, we will refund 80% of the value of the frame only, not the lenses.  I can offer a 100% refund on the frames only if the frames are brand new unused condition.  

  If you have any further questions or concerns regarding your lenses or any other aspect of our service, please do not hesitate to reach out to us. We are here to assist you and provide any necessary support.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 28, 2023, I was searching for prescription glasses to purchase. I identified a ***** pair (***** Havana Gold GG12900) that I liked, so I searched on ****** for online opticals that had these glasses and could create my prescription lenses for them. DesignerOptics.com was one of the first ones that came up, because they were sponsoring shopping ads on ******, so I ended up ordering the glasses from them.The product I received in the mail on January 19, **** was counterfeit ***** glasses. They are literally made of plastic, when they are supposed to be stainless steel. Because of my suspicion, I went to the *********** located at ******************************************, where they in fact confirmed these were counterfeit glasses.The prescription is also incorrect or the lens were formatted incorrect, because I can't see beyond about 5 feet.They are also supposed to be anti-reflective and transition lens (all of which I paid extra for) and they are neither.I initially started getting concerned when the product took much longer to be delivered than advertised, and I was right to be concerned. This is the farthest thing from what I ordered, and clearly the business is operating illegally by selling counterfeit goods.

  Business response

  01/30/2024

  Dear ****,
  
  
  Hello, it was nice speaking to you today. Your satisfaction is very important to us, and we're committed to providing the best service possible. It seems like your experience didn't meet your expectations. Therefore, as per our phone conversation today, I will refund your order in full upon receiving the glasses back to our warehouse. If you have any further questions or concerns, please do not hesitate to reach out to us. We are always here to help.   In addition, I would like to inform you that All frames sold on DesignerOptics.com are 100% authentic, brand new, with original packaging. Everything we sell we buy directly from the manufacturers.
  
  
  Thank you for contacting Designer Optics where customer satisfaction is our first priority. Here are a few simple steps to follow when returning your order.
  
  The order number should be included with your return so that we may process your return accurately. You will be refunded for the original amount of your order.
  Address for Returns:
  Designer Optics
  *******************************************
  
  As soon as the frames are received by our processing department, we will inspect them for damage or use. If they are in the original condition, we will issue your refund immediately.
  
  
  *******
  Customer Service Specialist
  ************

*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. ↩