ComplaintsforEyeGlassesDepot.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
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Sent a $250 pair of ***** sunglasses to have a nose pad repaired. I thought I was sending them to ***** but it was EyeglassesDepot.com. They received them on 1/21. Order #******. Since then I have been trying to get my sunglasses returned to me. They say they lost them and are unwilling to do anything to help me. I have retried repeatedly and they are rude and confrontational. When I asked to speak with a manager he told me he is in Pakistan until April. I want to be reimbursed for my sunglasses or find and return my sunglasses.Business response
02/22/2022
customer asked to send it back, they want to send to Costa, Lab is preparing to send it back to customer.Customer response
02/23/2022
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 want my ***** sunglasses returned to me, but you told me you lost them. So how are you sending them back to me?
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
03/02/2022
Dear Customer
We understand how important your glasses are and we sincerely apologize for this inconvenience.
The website is transitioning to a new management and we are doing our best to expedite all pending orders.
I will put your request on the notes so the lab knows that you want them back soon.
Thank you very much for your patience.
We value our relationship and will do everything to satisfy our valuable customers like you.Customer response
03/03/2022
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:[Your Answer Here]
Thank you for your response but it has now been 2 months without my glasses all because I simply wanted a new nose pad. Its criminal that I have not received any compensation, either return my sunglasses that I sent to you for repair or reimburse me the cost to buy a new pair, which is $300.
SIncerely,*************************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
02/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
In November, I sent my Wife's ***** sunglasses off to them to be fixed. They provided us a quote and we agreed to have them fixed. On 1/6/2022, our card was charged and a shipping label was created. I called numerous times looking for these as tracking was only that a label was created. I was told someone would call back and received no call back. Finally, I reached someone who finally responded by email stating **** could not find package and ask for my glasses make and model. I have asked to speak with the owner of the company and that has not happened. I have also asked for a refund of the repair and compensation for the lost glassed. I am being told I need to wait 30 more days before anything can be done. I have attached email string.Business response
02/22/2022
item was repaired and shipped back to customer on 1/6/2022. since customer contacted us we filed trace with **** and waiting for their response. once they locate the package we will update our customer. ********************************************************************************Customer response
02/27/2022
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:
And if the ** does not find the glasses, what is the resolution? I have asked this question to the company and they have not answered any questions or set any expectations of the claim process. I have been left in the dark and only told to continue to wait. How long do we keep waiting? The company has already been paid. At this time, I am out the money for the fix and the glasses.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
03/14/2022
post office lost the package. we working with them to find the package.Customer response
03/16/2022
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:[Your Answer Here]
My wife sent her ***** Del Mar sunglasses to Eyeglasses Depot to get repaired back in Nov/Dec. The process took some time because
they were waiting on parts and now they are saying they dropped them at the ************ Now the *********** says they can't find the package,
that supposedly had a tracking number.
Doesn't it sound like we're getting the run around. When we received the **** from Eyeglasses Depot, we paid for shipping insurance. It's going on
four months now and the shipping insurance should rectify the situation. Really how long should we have to wait for the *********** to look
for the package. Hopefully not another four months!!!!!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
02/17/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was going to get some sunglasses reputed and immediately canceled, as I found out they were under warranty. I received a rude email demanding a $9.99 cancellation fee with threats of being sent to collection if I didnt pay. I only canceled today! They cited an FAQ which was buried on their website. When setting up the repair order, there was nothing warning of the cancellation fee. This company is rude and uses deceptive practices. Id like this to be documented and if possible, get a refund from them.Business response
02/17/2022
**************************************************************
Q. Our Prepaid Shipping Label
A. Once you complete the checkout form , you will receive an order number and an email with a FREE pre-paid shipping label. We recommend you use our shipping label which utilizes a signature confirmation so your item can be tracked online. If you cancel the repair order and do not send in your eyewear, you will be subject to a $9.99 repair cancellation fee.Customer response
02/17/2022
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:[Your Answer Here]
Business claims that there was a contractual relationship. I signed no contract. The answer to a frequently asked question is NOT a contract. There is nothing clearly stating this policy while entering information into the website. The shipping label was sent without my requesting it. This matter has been referred to the ****** of ******** Fraud at the ******** ****** of the ******** General.
The business made a threat of referring me to a collection agency within minutes of my canceling.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Business response
03/08/2022
need to read FAQ.
Q. Our Prepaid Shipping Label
A. Once you complete the checkout form , you will receive an order number and an email with a FREE pre-paid shipping label. We recommend you use our shipping label which utilizes a signature confirmation so your item can be tracked online. If you cancel the repair order and do not send in your eyewear, you will be subject to a $9.99 repair cancellation fee.
-------------------------------------------------------
Q. What if I decide to not complete the repair service?
A. If you choose to not complete the repair service, and you want us to ship the item back, you will only be liable for the return shipping fees of your eyewear.
----------------------------------------------------------
Q. What is your cancellation policy on repair orders?
A. Once you place an order for to repair your eyewear many events are triggered. Due to the uncertainty of the progression of completion, repair orders may not be cancelled, under any circumstances.Customer response
03/08/2022
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:Feel free to contact me via the ****** of ******** Fraud in the ******** branch of the state ************************ this discussion is over. You are not a serious business. Otherwise youd do more than just keep copying and pasting your q&a that no reasonable person would guess has to be read before entering their information.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Initial Complaint
02/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Asked the service representative before placing order if they are able to repair my specific model and brand of frames prior to placing order- they replied affirmative. They also claimed no risk if they are unable to repair. Completely false. I am now being charged to have them return my broken frames.Business response
02/15/2022
Saying that something can be fixed and actually seeing if it can is 2 different things.
You never sent me pics.
We per our policy
**************************************************************
Q. How does the repair process work?
A. The repair process is simple. You will send us your damaged eyewear for a repair price quote. If the price that we quote you is acceptable, we will send you an invoice , once paid we will do the work and send your frame back. If you deny the quote, we will return your item back and all you have to do is pay for shipping. To start the process you will be required to fill out an online form that will require you to enter your address and information about what is damaged. You will be given an order number to use with any coorespondance with us in regards to your item , and most importantly the order number must be sent along with your eyewear to eliminate confusion.We did NOT charge you for the repair
We did not charge you for eval
We paid for your label
We are also in a loss here.Initial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I sent in my Maui Jims sunglasses to get new frames put in. First off before I sent my sunglasses in they gave me a **** shipping label and harassed me to send in the sunglasses. A few weeks later I finally sent them. They told me it would cost $115 for the repair. I told them what kind of frames I would like. A couple days later, they tell me that their specialist broke my lens by accident. Then they tell me that they are NOT responsible for paying for them and that I should pay them $50 to replace the lens! What kind of company breaks my lens, [which by the way the lens are only 1 years old] and tells me that I have to replace them. So I told them to send my sunglasses back and refund me and they told me that they already threw away the old frames. Stay away from this company! $115 wasted.Business response
02/15/2022
We understand your frustration in this matter. You sent us a very old and brittle frame with old lenses. In the optical industry we do our best to extract the old lenses out of the frame and we did so very carefully and professionality. Unfortunately the frame was brittle and the lenses got cracked. We do not have these lenses they are GLASS. We put your old lenses into the new frame that you paid for.
Customer response
02/15/2022
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:[Your Answer Here]
I sent my GLASS lens sunglasses into this company to receive a new frame. I thought this company was legit because they acted like they could handle Maui Jims and Maui Jims sunglasses are very expensive. My glass lens are only 1 year old and obviously GLASS lens can be easily broken, thats why I sent it to a company to put them in. This company needs to be responsible for breaking my glass lens instead of placing blame on the lens.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer response
02/17/2022
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:[Your Answer Here]
The lens was brittle! The lens are glass of course its fragile! You all should have never accepted to replace my frames if you knew that they were glass. For you to say that my glass lens were brittle is crazy. Of course they are brittle, they are glass. Common sense tells you that glass is easily broken. Thats why your tech should have handled them with care! Now yall have the nerve to ask for a tip!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
02/17/2022
Over time the glass becomes more and more fragile it is very easy to pull glass lenses out of a plastic frame but in this particular case the glass shattered it is not the fault of my technician who does this time in time over and over day and day in and day in Day OutInitial Complaint
02/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
They said they could fix my glasses, and offered a free prepaid label. I chose not to use this company- it just felt shady. Then I got this message saying they were sending me to collections. I never agreed to do the work. They never said they would do the work. They wanted me to ship my r/x glasses and then they would give me an estimate. I wasnt at all comfortable with that after considering it. I dont want to be contacted or bothered by them again. I never verbally or in writing entered a contact, and them simply emailing a label to print is not me agreeing to anything.Business response
02/10/2022
As per our website policy
**************************************************************
Q. Our Prepaid Shipping Label
A. Once you complete the checkout form , you will receive an order number and an email with a FREE pre-paid shipping label. We recommend you use our shipping label which utilizes a signature confirmation so your item can be tracked online. If you cancel the repair order and do not send in your eyewear, you will be subject to a $9.99 repair cancellation fee.This policy is not hidden and clearly displayed on the website.
Please take care of the cancellation fee as we have invested a lot into your order.
Customer response
02/10/2022
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:[Your Answer Here]
Nothing I seen when inquiring said I was entering a contract with you or your company. Your company spent no money as pre paid labels are not charged until they are scanned in at the post office. I do not and will not trust a company that is going to the extreme of charging customers for shopping around. If I sent you my glasses for you to quote whatever you wanted to repair them and I would be at your mercy with you in possession of my glasses. I demand you cancel any of these fraudulent charges you are trying to get me for.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
02/23/2022
every time customer visits our site it creates work. people get evolved. charges accrued.
please visit our FAQ page: *****************************************************************
Q. Our Prepaid Shipping Label
A. Once you complete the checkout form , you will receive an order number and an email with a FREE pre-paid shipping label. We recommend you use our shipping label which utilizes a signature confirmation so your item can be tracked online. If you cancel the repair order and do not send in your eyewear, you will be subject to a $9.99 repair cancellation fee.Customer response
02/24/2022
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:[Your Answer Here]
No
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
02/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 10th I decided to use eyeglassesdepot.com to fix my sunglasses that the hinge had broke on. I paid ****** to have the sunglasses fixed. After I shipped the sunglasses, they were received on January 18th. They were "fixed" between January 22nd and 28th. They were shipped back to me and I received them on February 3rd. As soon as I opened the box you could tell I got screwed. The frame was dirty, so dirty that there is no way I would wear them. I tried cleaning the glasses with "hand sanitizer" which is what the customer service person told me to use. That did not work. It is like the "new frame" has been worn for 2 years and never cleaned. While I was trying to clean the **** off the glasses, I noticed my lens had been damaged. At this point I knew the glasses were ruined so I contacted the customer service people and was told pretty much tough luck. They are not responsible for damage to lenses. Even though they damaged them. I requested a refund and that was denied. They did send me another prepaid shipping label which I did not request because why would I want to send anything back to these people who couldn't do the job right in the first place? I want a refund for this very subpar work and this company needs better customer service.Business response
02/04/2022
The customer was isssed a return tracking # in order to send in the frame back for a REPAIR UNDER WARRANTY.
The customer has failed to send back the frame
******************************************************. What if I am not happy with the repair work done to my glasses?
A. This is a very good question. While most of our work is done perfectly and without incident , mistakes & misunderstandings can happen. If there is something that is of concern, feel free to give our customer service team a call at Toll Free ************** and explain the problem. They will work with you to find an amicable resolution so that you are left happy. The simplest solution is to send back your item for a re-repair. Please do understand that all repairs are covered by our 60 day warranty.. Please keep in mind there are no refunds for repair related **************Customer response
02/04/2022
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 am not sending anything back to this company, I asked for a refund they said no and sent me another shipping label. The job should have been done correctly the first time. I'm not saying no work was done on the glasses, obviously the broke piece was replaced with a used piece. In doing so my lenses were messed up and they don't want to take any responsibility for that. So, no doing any business with this company at this point would be stupid on my part. Refund of 50% or more is the only resolution to this issue because now I have to find new lenses for my glasses. On top of trying to get that ********* off the frame.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
02/09/2022
Please unscrew and send back my parts that we used for *********** to resolve this issue
We have invested over $120 on the face of the frame
Once we get this back we can refund.
Customer response
02/12/2022
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 I will send the part back in exchange for a refund.
Sincerely,
***********************Initial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Placed an order for 2 pairs of glasses from this SCAM of a company. EYEGLASS DEPOT on Dec 2nd 2021. Finally after many many emails ( as they wont accept info over the phone) I received my order 6 weeks later. One pair of glasses were the wrong size. I have repeatedly tried to get this pair returned for a refund. Was told through email that returns cost them too much $$ and maybe I could keep them for the ***** I paid for them and accept another pair at their cost.. NOT interested. Just want to return for a refund. I called my credit card company today to file a dispute with the company as they are not going to comply with returning this pair of glasses. I received a phone call 1 hour later from Eyeglass depot from an ******* He was the rudest individual I have ever dealt with. Was told from him that customer service means nothing to him, its strictly pushing numbers and sales.. I want to file a complaint so that others will avoid this company and being ripped off.Business response
01/24/2022
That is NOT what we told you. We told you that we have a lot of volume and we cant be bogged down with a call per client as we sent you the label for return.Customer response
01/26/2022
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:[Your Answer Here]
That is Exactly what **** told me. He also told me that customer service was not important to him, its all about pushing buttons and making sales. Was also told phone calls was a thing of the past like when washing machines were first invented, that emails are the only way they do business. Was told also that if I wanted customer service to go shop at Macys. Last thing he told me was dont come back here! The rudest person I have ever come across in customer service. I did finally receive a shipping label to return but only after I file disputes. Its a shame it had to go that far.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Business response
01/27/2022
That is absolutely not what happened but it doesn't matter anymoreInitial Complaint
01/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sent my expensive pair of sunglasses off to be repaired I also sent them a check for the repair they said they could not repair it and that they would replace it that they had some arms available for my glasses in stock that he had purchased already and would give them to me at a discount and I needed to send another $26 I said only if if I get my original legs back and only then will I let you replace the legs on my glasses They agree they Sent back my glasses to me the leg was worped and looked like it had been fixed not replaced and replaced. I did not get my original arms of my glasses back and they did a shotty job and when I reached out to them I was told I was blind I didn't know what I was talking about and asked what kind of stunt I was trying to pull. I've never been treated that way by a company or have I had such crappy work done that they're not gonna stand behind. I'd like the original arms to my sunglasses back or they can refund my entire money so I'll go get them fixed properly.Business response
01/10/2022
Arms have been replaced and we have receipts of the purchase of the brand new frames from which we took the arms and put on her glasses.
There are no refunds for work done.
Customer response
01/19/2022
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:[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
01/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The company set up a website to look like ***** Del Mars repair website. They took my information and even though I realized they were not ***** Del Mar. They are now constantly texting me saying I owe them money even though I didnt send the my sunglasses for repair. They are claiming they will send me to collections for doing nothing other than scamming my personal information.Business response
01/04/2022
Q. Our Prepaid Shipping Label
A. Once you complete the checkout form , you will receive an order number and an email with a FREE pre-paid shipping label. We recommend you use our shipping label which utilizes a signature confirmation so your item can be tracked online. If you cancel the repair order and do not send in your eyewear, you will be subject to a $9.99 repair cancellation fee.The customer engaged our firm and created a repair contract.
Our Policy is very clear that we will go after the cancellation fee via collections.
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Customer Complaints Summary
59 total complaints in the last 3 years.
3 complaints closed in the last 12 months.