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:07/07/2023

  Type:Product 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.

  Original Purchase Date:10May2023 Order #: ******** Cost:771.80 Items purchased: two pair of ******************* prescription eyeglasses Company sent grey eyeglasses and prescription was incorrect. I requested a return label and the obliged and stated if fault was found in the lenses they would correct and return them. Meanwhile black eyeglasses arrived and prescription was incorrect again so return label was requested and provided. Upon receiving both sets of eyeglasses back, the company requested I confirm details of my glasses prescription with my eye doctor as it was not clear on the original script. When they received confirmation from me about the details of the prescription the responded saying they would now only correct the lenses at 50% off instead of free. After already spending $771.80 on these lenses and the time I have spent waiting for original delivery and returns and analysis of the lenses it is not right that they now expect me to pay for the correction of the lenses because the originals were drafted when Questions were present about the provided prescription. If the system is not fail proof enough for an untrained person to enter their prescription without fail, it is unreasonable not to provide correction without penalty.

  Business Response

  Date: 07/11/2023

  Dear *******,

  Hi.  I tried reaching out to you today and left a message.  We emailed to you as well.  I would like to explain what is happening:

  On May 10 you placed and order ******** For 2 ********************* frames.  You requested for prescription lenses and entered the lenses as follows:

  
  Rx
  
  ********************** *** *** **** ***** *** ******** ** ** ***** ***** *** ***** ** ***** ***** ** ********************** *** *** **** ***** *** ******** ** ** ** ***** ***** *** *****

  This is exactly how we processed your order.   We shipped the order and upon receival you complaint that this is not good.  As we analyzed we were asking for the prescription which was not attached previously.  We found that your prescription was a CYL -**** and you entered it as +.075.   According to this information we offered you to redo the prescription with the correct CYL and asked for payment, because unfortunately the mistake was that you entered the wrong CYL.  As a courtesy for understanding we offered you a good deal, that we will redo the lens prescription for a 50% discount.  Hope you find this helpful and please let us know how you would like to proceed.  Thank you for your understanding. 

   

   

   

• Initial Complaint

  Date:06/22/2023

  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 ********** sunglasses on May 26, Style: ******* ****** ****** ** Order number ******** Total $111. 34. They were shipped on June 6, 2023, and arrive to me on June 12, 2023. Moments after delivery, I opened the package and discovered that the continents were not at all what I ordered. The pair of glasses were very flimsy, fake ******* frames with clear lenses. The frame style and color was also different. I ordered sunglasses. The ******* logo was printed on the left lower center of the lens, which is incorrect placement for legitimate ******* brand products. The numbers on the ear piece of the glasses I received did not match the style number from what I ordered. The case that the fake glasses arrived in was the original case for the legitimate sunglasses I had ordered. I did a UPC search and found that the image of the item I ordered matched the numbers on the case that I received, but the contents of the case were fake clear-lens glasses. I contacted the company via email on June 12, 2023 and heard no response. I then went on their website on June 12, 2023 to file a return request. I received a shipping label on June 13, 2023. I packaged up the fake glasses that were sent to me in the case and original box. I sealed the box extremely secure, and attached the shipping label. Mailed on June 13, 2023 Tracking number **** **********************.The return arrived to the company on June 19, 2023. On June 22,2023, I went on their website and tried to log into my account to check the status of my return. It appears that the email address I used to order these sunglasses and to request the return shipping label has been removed from their system. I would like a refund for this order because I did not receive what I ordered or what I paid for. I am unable to log into my account to get information. I am unable to get a response from the company.

  Business Response

  Date: 06/26/2023

  Hi.  On June 6 we shipped the 0RB****_6448Q8_5120,  ProductCode 0RB****_6448Q8_5120, Name ********** **** Sunglasses 6448Q8 Blue ID ****** UPC ************* This frame shipped was the exact frame the customer ordered. In addition, I would like to inform you that ALL frames sold on ****************** are 100% authentic, brand new, with original packaging. Everything we sell we buy directly from the manufacturers.  This frame shipped was the exact frame the customer ordered. In return the customer returned to us a frame we never carried in our warehouse; we never had the clear lens with this frame in our warehouse.  At this point we could not refund the customer we received the return as a frame not sold nor shipped to the customer by our company.  We are sorry for the inconvenience, should the customer return the correct frame purchased with us we will be glad to refund.  Thank you.

   

   

   

  Customer Answer

  Date: 06/27/2023

  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:

  Designer optics sent me glasses that was not 100% authentic and they are refusing to accept the return of what they sent me claiming that I return the wrong item.  I returned exactly what I received, which was fake, flimsy glasses that they put in a legitimate sunglasses case before shipping to me.  All I want is my refund of what I paid since you sent me the wrong item that I ordered.  There are many other customers who have had similar complaints about receiving fake products after your company, tries to pass them off as being authentic.  Quit scamming, honest people, and refund our money!

   

   

   

   

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

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

• Initial Complaint

  Date:04/19/2023

  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 the item ********** Junior **** Eyeglasses **** - Grey / 44 (SKU: *****************) from ****************** on March 25, 2023.The order number is #********.I paid ***** for this item.It appeared that the pictures on the product listing did not match the colors listed, so I assumed that the product descriptions would be accurate rather than the pictures. The opposite was true and I received a two-tone pair of glasses in gray and red.I have asked for a full refund, but the company disputes the inaccuracy of their product listing.I would like a full refund and to be able to send back the item without paying for the shipping.

  Business Response

  Date: 04/20/2023

  Dear customer,

   

  Hello,
  We apologize for any inconvenience caused regarding your recent purchase. In order to resolve the matter, we would be happy to provide you with a full refund upon the return of the item. Please ensure that the item is returned in its original condition, with all the accompanying accessories, manuals, and packaging. Once we receive the returned item, we will process your refund promptly. Thank you. If you have any further questions or concerns, please feel free to contact us at any time.

  Customer Answer

  Date: 04/25/2023

  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

  Date:04/18/2023

  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.

  I placed an order with Designer Optics on March 7th, 2023. Order: Number ********. I have been given the run-around in terms of a delay, in terms of there being no customer service phone line. The only way I can communicate with them is by email. I have not received a pair of prescription glasses I have paid $630.03. Now they are not even responding to me as it is April 17th. I paid with an FSA Debit Card, and Designer Optics has already been paid. MY only choice is to open a Small Claims Court case against them or hope for the best and see if they will ever ship them. Other "companies" such as these in Brooklyn ** have been involved in class action lawsuits. I am really stuck and don't know what to do. On their website they state they are are BBB accredited website this is the only reason I purchased through them

  Business Response

  Date: 04/24/2023

  Dear customer.

   

  We would like to extend our sincerest apologies for the delay in fulfilling your recent order. We understand that this has caused you an inconvenience, and we are sorry for any frustration or disappointment it may have caused.
  In order to make it up to you, we have upgraded your order to next day delivery at no additional cost to you. We are pleased to confirm that your order has since been delivered.
  We would like to offer an explanation for the delay. Unfortunately, there was a backorder with the frame you selected, and we only received the frames at the end of March. As soon as we received them, we immediately handed them over to the optician to begin processing the lenses. However, we then had to close for the Passover holiday, which caused further delay.
  Please accept our sincerest apologies for the time it took to fulfill your order. We hope that you are now happy with your glasses and that they meet your expectations. If there is anything else we can do to improve your experience, please do not hesitate to let us know.
  Thank you for your understanding and patience.

• Initial Complaint

  Date:04/18/2023

  Type:Delivery 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.

  On March 17th I placed an order in the amount of $169.65 (order #********) for a pair of prescription glasses. The frames I selected were said to be available to ship within 1-5 days. Its now been a month, and every time I contact designer optics they just tell me theyre waiting on the frames from the manufacturer. No timeframe is ever given and for nearly a month following my order, the claim on their website remained the same until I pointed out the misleading advertising. I had only purchased from this company because they claimed to either have the frames or be able to get them reasonably fast. Glasses are medical devices. People often NEED medical devices in a timely manner. I would like the business to finish making the glasses.

  Business Response

  Date: 04/24/2023

  Dear customer,

   

  We apologize for any inconvenience caused by the delay in fulfilling your order. Unfortunately, the frame you purchased is currently on backorder and will not be available until mid-May. We understand that this may not be ideal for you and would like to offer the option of exchanging the backordered frame for a similar one that we have in stock.
  We take customer satisfaction seriously and want to ensure that you have the best possible shopping experience with us. If you have any questions or concerns, please don't hesitate to let us know. We appreciate your patience and understanding and look forward to assisting you further.

  Customer Answer

  Date: 04/25/2023

  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

  Date:04/13/2023

  Type:Product 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.

  There is no one that answers calls they say they are on holiday an answer service. I used my *************** Flex Credit Card for these RX sunglasses. Because they are now using another site I think I am scanned I want reimbursement for my purchase SHIPPING ADDRESS ********************* The Raw Truth llc ****************************************************************************************** BILLING ADDRESS ********************* ****************************************************************************************** ORDER DETAILS Order SY576014 Date Ordered: Mar 27, 2023 SHIPPING METHOD *** Ground 2 to 7 Business Days Your are Protected Your Shipping is insured from ******* ************ ***** Del Mar Waterwoman 2 **** Sunglasses - ****17 - Multi - Blue Mirror 580g Qty: 1 SHIPS WITHIN 1 TO 5 DAYS $207.91 PRESCRIPTION LENS Prescription TypeProgressive NO LINE MirrorSolid/Blue Mirror AR Add OnsNone Profile *************************************** Lens MaterialPlastic Lens TypePremium Progressive Sunglasses TintPolarized/Blue Customer Prescription DetailsSphereCylinderAxisAddPD Right"+1.25""-0.75"60"+2.25""63.00"Left"+1.00""-0.75"130"+2.25"Discount ******** -$26.60 Subtotal $505.46 Taxes $13.17 ****************** $13.17 Total $531.62 U

  Business Response

  Date: 04/20/2023

  Dear customer,

  I am writing to inform you that we have processed your refund for the purchase you made with **. However, we have encountered an issue with refunding the credit card you used for the transaction as the bank has refused to accept the refund back onto that specific card. We sincerely apologize for any inconvenience this may have caused you.
  As we discussed during our phone conversation, we have initiated a refund to the PayPal account that you have provided to us. The refund has been processed, and you should expect to see the refunded amount reflected in your PayPal account shortly.
  Thank you for your understanding and patience throughout this process. If you have any further questions or concerns, please don't hesitate to contact us.

• Initial Complaint

  Date:03/03/2023

  Type:Product 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.

  This inquiry is regarding two orders that I had placed for the same glasses that both arrived damaged, with the SAME fault. Orders ******** and ********. I had ordered two Versace Medusa Biggie Sunglasses (Versace OVE4361) in both white and pink. Both arrived with the same damage, which was a faulty lens frame handle. I had sent over the photos to customer service, in which one of the managers had gotten back to me via phone call. The phone call was quite alarming. The manager had continuously asked if I was certain the glasses arrived with these damage(s), as if I had made it up? She had then proposed a replacement, but because her tone and attitude had completely throw me off, I wanted a refund. I did purchase shipping protection on BOTH orders, and per their TOS, it states that in the case of the package being damaged, stolen or lost, I am fully insured. She then puts me hold, and ends the phone call because (as said by another supervisor) the conversation was over, and it was not. No resolution was given and you just hang up? Because you felt like it? She calls back again minutes later. She kept insisting that a refund could not be possible, in which I told her that I am legally obligated to receive a refund for damaged merchandise, and if that won't be possible, a chargeback will be placed. I told her that I had ALSO insured both orders due to the large amount. She had then told me to tell her where the shipping protection I purchased stated that I can be refunded for damaged goods. How are you a manager and youre unaware of the services you provide and offer? Once I tell her where it was stated she goes, I will have to put this under investigation because Ive never seen that specific damage on a lens frame like that. The lens frames were BENT/broken off. I am currently awaiting updates on the investigation, but I am so ready to just dispute this charge just for the rude and unbelievable service Ive already received. This was my first AND last order.

  Business Response

  Date: 03/09/2023

  Dear *****,
  
  
  We would like to inform you that exchanging the damaged frame will entitle you to the full value of your order. However, please note that as these are special order lenses, we are unable to provide a refund and can only exchange the frames for new ones. Once we receive the returned frames, we will process the exchange as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us. Thank you for your understanding and we look forward to assisting you further.

  Customer Answer

  Date: 03/09/2023

  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:

  Hello,

  despite them being special order lenses, no where in your shipment protection policy did it state that special order frames are exhibited from receiving the full value refund.

   

   

   

   

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

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

  Customer Answer

  Date: 04/05/2023

  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:

  Ive already filed the dispute with my bank. Contact them regarding the orders from here on out, thank you! 

   

   

   

   

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

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

  Business Response

  Date: 04/20/2023

  Hi,
  
  
  We would like to clarify that we can only exchange the frames for new ones, as these are special order lenses and we are unable to provide a refund. However, by exchanging the damaged frame, you will receive the full value of your order, and we will even transfer the lenses to the new frames for you. Once we receive the returned frames, we will process the exchange as quickly as possible.Tell us why here...

• Initial Complaint

  Date:12/20/2022

  Type:Product 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 eyeglass frames on October 25th, 2022. Their website says 7 to 10 days for shipping. Around day 15, I called ***************** They said I would have the frames by that coming Monday. Several Mondays passed and I called back. Then I was told my frames were back ordered and they did not know when they would be back in stock, at that point I asked for a refund. I never got that either. I just got the run around. next I requested the *** or someone with some authority to contact me. No-one even made an attempt. This goes back and forth for a few weeks. Finally, they email and say my frames would be in by the end of that week and would be shipped out. They sent another email on November 16, 2022. They said my frames had been shipped to my address. After a week they didn't arrive at my address or any other address close to mine. On November 24, 2022, they sent me a survey about my shipment. I replied that I haven't gotten a shipment yet. I asked where my frames were. I also purchased the shipping insurance. They told me that I would need to report the incident to the police, which I did. I went back 48 hrs. later t get a hard copy report. I was told the report was verbal.? OK, this a new one for me, but I wrote back to Designer Optics and told them what happened. Then I got the runaround some more. I even emailed 4 different corporate partners, none of which would write back or call me; no surprise there! Today is the 18th of December, 2022, and I still don't have a refund or a replacement. All I asked is for them to send me the frames that I paid for in full, back October 25th, 2022. Still no-one has contacted me about the transaction either. All I ordered were the frames. They didn't even have to mess with lenses. This should have been the most simple transaction ever, but it has done nothing but cause me lots of stress and headaches. Please just send me the frames to my address on file. They were paid for in full, and I have nothing to show for it.

  Business Response

  Date: 12/29/2022

  Dear *****,

  
  We understand you spoke to the police department about it, but in the emails we were requesting a writen police report.  I also gave you the option of making it easier for you to do the police report online and email the report to us which is a very easy step.

  Following are the emails.

  **** ****** *** * ***** ******** *** ** ***** ****** * ** ***** *** *** ************** *** *** ************ **** **** ****** *** ** ******** ** ******* **** ***** ** ***** **** *** ******** ***** **** ******* *** ********* ** ***** ***** ** *** *** ********* ******* ** ***** ** ******* **** **** ********* ****** ***** **** * ****** ****** ** *** ******* *** ********* ****** ******* **** ***** ****** ********** *** ******* ** **** **** ** ***** ** **** *** ********* ** **** * ******* ****** ******* ** *** ** **** ** ** **** *** ******* ****** ** **** ******* **** * ****** ** *********** ***** *** *** **** ************** ******* ******* ** ******* **** ******* ******** ******* ********** ******************** ** ************************* ***** ****** * **** ********* *** ********* ******* ***** **** ** **** ***** *** **** ********* ****** ** ****** * ******** **** ** *** ****** ******** ******* **** ****** ** ** ******* **** **** *** ***** ***** ** *** ** **** ******** ******* ****** ********** ***** ****** **** *** ****** *** ******* ***** ** ***** ******* **** ****** *** * ** **** ***** *** *** ********** *** * ****** ******** *** ******* *** *** ******* ** *** ********* ****** * ****** ****** ** ******* *** *** *** ***** * ****** ****** ****** *** *** ** ***** *** ******* ** *** **** **** *** ******* ******* ****** ***** *** ****** ** *** ***** ****

   

   

• Initial Complaint

  Date:12/13/2022

  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 rimless prescription glasses. The frame was gorgeous, however, the lenses were made with the cheapest quality and extremely thick. The most prudent action by Designer Optics would have been to recognize that I did NOT intend to buy lenses that look like bifocals on a rimless frame and contact me regarding the order. Despite this, I reached out dissatisfied with the glasses and asked what could be done. They said they were non refundable and I can purchase a higher index lens. They said they cant guarantee they would be significantly thinner but they would be thinner. I purchased another set of lenses with the higher index and they were the exact same thickness. I had them analyzed by an optometrist and they confirmed that both sets of lenses were identical and the materials Designer Optics alleged they used were in fact a much cheaper material. I ended up purchasing a third set of lenses from an in-person optometrist and to no surprise the lenses are in fact thinner than what Designer Optics sold me twice!

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:
  
  Earlier today I called the business directly and they agreed to refund the second set of lenses. Based on the timing, Im not sure if its because they received the complaint through the BBB or I finally spoke with a manager. Im partially satisfied because this took a significant amount of time, however, Im considering this resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/22/2022

  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.

  Ive ordered some prescription lenses and was not aware of the frames were not in stock. I asked to cancel my order on 10/13/22 and was canceled due to it not being shipped (I placed the order on 9/28/22).Because these were replacement lenses for my current glasses I needed them sooner than what it wouldve taken, reason why I canceled.Its been 9 days and I havent received my refund yet. Ive been told its been credited to my debit card, but my bank doesnt see anything from my bank account. I called customer service on 10/20/22 and they offered to mail me a check or refund via PayPal. I chose the check option. When I emailed customer service about the status they said again to contact my bank its been refunded to my debit card. This is going in circles now. Todays date is 10/22/22 and still no refund of $178.83.

  Customer Answer

  Date: 10/26/2022

  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,
  
  ***********************