ComplaintsforEyeGlassesDepot.com

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around November 2021, I did some inquiring about screws for my Temple Rayban glasses model ****. In EYEGLASSES DEPOT website, I asked for the price of the screws. When the site asked me to send my glasses without giving me any pricing, I stopped inquiring, and I dropped the request IMMEDIATELY. I also logged off from the webpage, in other words I STOPPED EVERYTHING thinking this was the end of the matter.Saturday November 27, 2021, EYEGLASSES DEPOT sent me an email asking me for my glasses. They issued me an invoice number ****** and repair order ******. Which I told them in a response that I am not interested in any of their Service. Later, they sent me another email for an invoice of $9.99 for the glasses I NEVER SENT. They took upon themselves with out my consent and processed an order and now they are threatening to send this **** to collection if I don't pay for it. I am coming to you because they are charging for a service I did not concerts and I immediately closed website to cancel right away. They should not be billing for services they have not done.I do not want their services at all. I bought my own screws and installed them myself.

  Business response

  12/30/2021

  Here is a copy of your contract

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

   

  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.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in glasses for repair. The glasses were in working condition but they just had scratches on the lenses. They offered to replace them and I declined then they lowered the price of their offer and I still declined, they then sent me back my glasses broken and missing parts. They did not offer to fix the issue and instead have ignored all my inquiries

  Business response

  12/21/2021

  According to the lab technician the glasses were missing one arm and needed new lenses the customer failed to pay for either so the ********************** were returned I'm not sure what exactly is wrong here but the missing arm was supposed to be in that box if it fell out we apologize let me know what the model number isn't that arm and I will see if it's laying around somewhere in the lab

  Customer response

  12/23/2021

  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 glasses were sent to the lab in working condition. They were not missing any parts. The lens were scratched and thats it. When I declined to pay for a new pair of glasses and I asked to have mine just sent back. They were sent back to me in pieces, missing the screws and an arm. Basically I sent a working pair of glasses and I was sent back a broken pair of glasses missing screws and a arm. 

   

   

   

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

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

  Business response

  01/21/2022

  We have sent you back all that you sent us.  We did NOT charge you for any repair and only for shipping

   

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

  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]

   You are a fraudulent business and you are liars. 
  you did not send back all parts. Youre a flunky and a thief. 
  what goes around comes around 

   

   

   

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

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

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  One month after sending off 2 pairs of ***** sunglasses and spending a total of ****** I received both pair back in the same condition they were sent in. Upon doing more research as I couldnt initially get to customer service via phone I saw tons of reviews stating once they sent their glasses off they were never returned, therefore leading us to contact the business for a refund as obviously the parts were never replaced nor did we feel safe sending our sunglasses off and waiting 1 month again as that wouldve just cost more $ to replace. This occurs very and realization took place 9/20. The owner **** claims to be the tech guy (has called me under both guises) and was very angry at this demand and basically mocked us stating there was a fee for disputing which grew to 150$ Which led us to have to call my credit card company to file a dispute, change cards and then reporting my first incident with texts including telling me to watch my *****big mouth which just made me feel afraid because I have a young child and this man had our address. After frustrating communication back and forth we blocked the number and email of this business because they wouldnt stop requesting a return shipment which then lead me to have to explain this to our mail woman who had to ignore all future requests for pickup as she was receiving the pickup requests via ***** This was all very confusing but we blocked all accounts from them and called it a day. Turns out the dispute wasnt filed due to an issue with my bank so I did finally file one 12/16 to which I received a no caller ID call from **** the owner who tried AGAIN to get me to send my glasses back and once I told him I had reported him, was over this shenanigans he then says why dont you tell your child to shut up bc I cant even hear you which promptly led me to angrily hang up and need to file yet another claim just for paper trail. I will be attaching some emails he sent to my husband before we blocked this business

  Business response

  01/11/2022

  The customer is mistaken we sent very professional texts in regards to her order.

   

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

  Customer response

  01/19/2022

  Better Business Bureau:

  Hello, 
  
  In regards to this dispute, I have already had the issue resolved with my bank, thankfully. 
  
  Unfortunately with the issue being from September I no longer have the text where he told me to "watch my mouth" as those texts would need to be subpoenaed for ******* to release them. (I definitely called and tried)
  The "owner" **** did call me again in December and at the end of our conversation made another innappropriate ****** that I should "Get my kid to be quiet so he could hear me" after mocking me for being pregnant saying "Again? What are you doing lady?" in response to me telling him I was pregnant, sick, done with the conversation and had no desire to be bothered further.
  I have all of the texts to my husbands phone with photos of the untouched glasses as well as the photos on his Iphone with date and time stamps if you would like them but frankly this man has gotten enough of my time and energy. 
  I had to personally speak with my mail lady as when the incident occurred and I saw all of the other victims of this scam reporting how they sent their shades off and never received them back I refused to RE send mine and risk that issue.
  I'm thankful I was not victimized any further and feel my issue is done/resolved but only between my bank and I. 
  I blocked this person as he seemed retalliatory and upset about the dispute or thought thereof even before filing. 
  He has my home address and info and sent multiple mail requests for pickup after I made it clear I would not be sending my glasses BACK to wait another month and potentially never see them again.
  I will now be much more careful using businesses online and be sure to go to the actual manufacturer as I thought I had done initially. 
  I thank you for your time and you're welcome to post my experience as I think it's important people are aware of the potential experience with this man, and I know now this can be a source of checking with sites before using them. 
  
   
  
   
  
  Have a great day,
  ****

   

  
  
  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

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased frames 03/10/2021. I paid for a 2 year extended warranty. My eye doctor put lens in the frames. My eye doctor said there was something wrong with frames like its missing hinge part. So I was communicating with the place I purchased my frames from he said he can fix it. Sent it back. In the process it was taking for ever . I saw the tracking for glasses but he said he never got it. I was getting the run around. I have emails where he talks about throwing glasses in garbage. I was patient with time- being that the world is going through some issues right now. Everything takes longer. I decided to dispute charges. He sends me a decoy package .I was excited thinking I finally got my prescription glasses. He sent me broken glasses and they were broken sun glasses and I wanted to send them back to him and he said keep them-Merry Christmas. I can give you emails and pictures of what this guy has sent me. People...businesses should not get away with this. I definitely learned my ******* I just want my $364.89 I spent on frames. That doesn't even cover $300 on my lens I lost out on. All I want are my glasses back. If I can't get my glasses back. I want my $364.89 I spent on my frames with this business. I'm not even asking for the lens coverage. I learned my ****** to NEVER do online business when it comes to prescription eye wear. I'm not being unreasonable. I purchased glasses I should get what I paid for. This man is being tricky sending me broken sun glasses so I can sign for a package even though I never got my prescription eye glasses back. He doesn't even see wrong in this. That's whats sad. I have tons of emails to prove it.

  Business response

  01/06/2022

  The customer purchased her ********************** here at our company.  The customer then send them to us for some reason instead of the manufacture.  The customer was advised she sent them to the wrong place and 1 year later the item was returned to the customer.  We have no other recourse in this matter.

  Customer response

  01/11/2022

  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]

   

    
  Eyeglass depot said for some reason I sent my glasses to them instead of manufacturer. I have text messages and emails to prove I was advised to send glasses to them.He assured he would be able to fix glasses.When I sent glasses u got the run around for a year. I still have not got my glasses back. He asked if I wanted him to throw glasses away. I said of course Not!!

   

   

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

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

  Business response

  02/10/2022

  Your item was returned a long time ago

  CHeck tracking #

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

   

  Tracking Number: **********************
  **** **** *** ****** ** ** *** **** ****** ** **** ** ** ******* *** **** ** ********************************* *** **** *** ****** *** ** * ******* **** ******** **** *********  ****** ********** ********** ****** ** ** **** ****** ******* *** **** ** **** ** *********** ** ***** 

  Customer response

  02/18/2022

  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 told him I got someone else's glasses. When I got my money back from my bank. He sent this decoy package. I was excited thinking. I got my glasses. But they were not my glasses.i got order # ****** my order is ******

   

   

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

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

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filled out a form on their website to get glasses fixed and printed a prepaid shipping label. I realized then that they were not the site I needed to file a claim with. I needed the site for the specific brand of glasses I need repaired. I threw the shipping label away and didn't use it. Now they are texting me everyday telling me to send in glasses. When I responded that it was a mistake they said mistakes aren't free and that I owed **** for the label I never used. Now they are text messaging me everyday threatening to send my information to collections to collect the ****. Can they do that for something I never used ? I just want them to leave me alone and they keep harassing me.

  Business response

  12/16/2021

  Throwing the label away does not void the transaction and the cancellation that you created when you contracted this firm.

  The cancellation fee covers all the work that was done.

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

   

  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.

   

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a pair of ******* eye glasses to eye glasses depot in Brooklyn ** to be fixed. The glasses have metal arms attached to the plastic frame of the glasses. The metal arms of the glasses were wobbly because the frame was breaking from inside. Eye glasses depot confirmed over the phone that they could fix it. On 12/10/21 they charged me $96.99 to fix the glasses. on 12/ 13/21 I received the glasses back not fixed. I called multiple times, I sent a video to them of the glasses not fixed. They told me they would not give me my money back or fix the glasses. They texted me multiple sarcastic and mean emails.

  Business response

  01/05/2022

  The lab confirmed that they fixed the item and it was returned to customer.

  The customer has the option to send back under warranty.

   

  Our 60 Day Warranty on Repairs
  
  
  Repair Services - All repairs are guaranteed for 60 days from date of delivery. We will provide a 60 day warranty on the repaired portion of your eyewear. The warranty will protect you against any breakage happening at the same spot that we repaired.

  Customer response

  01/09/2022

  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 paid $96 for Eyeglasses Depot in Brooklyn ** to repair the broken and wobbly frames. They took my payment and sent the glasses back to me in the same condition that I sent them in. I have attached two texts showing the insulting responses I got from the company when I reached out to explain the issue and two videos showing the glasses after they were sent back to me showing that they were still wobbly and that nothing had been done to repair the frames. I sent them those videos and the texts I have mentioned above were their responses. 

   Consumers should be made aware of how this company scams people who pay the price for repairs and don't get what they are paying for.

   

   

   

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

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

  Business response

  02/10/2022

  That is absolutely not true we originally told you to send them back so we can repair them under warranty and you still have failed to send

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was looking to get my ***** sunglasses repaired and this we site Eyeglasses depot looked like the ***** web site. I began asking question on get them repaired and they started send me emails after email. They sent me pre printed shipping label that I did not aske for. I was asking about the repair and service. I then realized from the hounding of emails this is not ***** and told them i am not using them. I then received an email saying I owe them $9.99 cancelation fee. I never agreed to have them work on my glasses. They say its checkout form I never bought anything form these people to have a checkout for. I think they are some scammers and unethical.

  Business response

  12/14/2021

  This is the copy of the customers work order and contract

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

   

  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

  12/15/2021

  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:

  At no time when I was typing discussing with them it said a contract, no where. They are saying that but no where in plain view it said that. I am suppose to go look for it. This is a terrible way to do business. I will never ever do business with a company that operates like this. There are many complaints about them on the internet. They made the choice to print the label before I agreed to send anything to them. 

   

   

   

   

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

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

  Customer response

  12/21/2021

  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:

  Im not paying. I did not hire you nor did you do anything for me. You choose to move forward with the shipping label. I did not ask for it nor did you provide any services for me.  

    

   

   

   

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

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

  Business response

  12/22/2021

  Here is the link that shows EXACTLY what is going to transpire upon your entering of the personal information.

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

   We will provide you with a FREE PRE-PAID SHIPPING LABEL.
   We can schedule the post office to come PICK IT UP FREE.
   We offer a 100% RISK FREE, eyewear repair evaluation.

   

  Then you placed the order and put in all of your information

  And that is the time we sent you the label.

   

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

   

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

  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.

   

   

   

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contacted the wrong company for my eyeglass repair. When I did a ***** search their company came up. They automatically sent me a return label. After a few questions ai realized it was not *****. They started messaging my phone number by an email address Please stop your 3rd party from texting me . These come in before 6 am. They have used verbL abuse and threats to make me send my glasses. I contacted the wrong company. I have told them I will not be sending the glasses. Order number ******. I have reported as spam, can't Blick the email since it is not connected to a phone number. They have used verbal threats, called me an idiot and refused to STOP sending messages. ************************* is the email they come in from.I called the company they said it is a 3rd party contacting me and they can't stop it. Please help

  Business response

  12/07/2021

  I have researched the emails we sent you 

  When you mentioned THREAT is this what you mean?

  ***** *************** ***** **** ***** ******** ******** *** **** ***** ** *** ************************* ******** *** **** ******** ******** ***** *** ***** ****** ******
  
  Dear *************************,
  
  You contracted our firm for this repair and caused us many backend expenses along with shipping costs and label monitoring costs. If you cancel this repair order and do not send in the eyewear, you will be subject to a $9.99 cancellation fee subject to collections actions as per our TOS contract.
  
  That is listed on our TOS page. *****************************************************************
  Can you take care of this with a credit card or check? We also have ZELLE or CASHAPP. If we do not hear from you we will proceed to collections actions.
  
  
  Customer Service
  
  **********************************
  USA Toll Free:  **************
  
  Fax Number:  **************
  
  Text Us : ************

  Customer response

  12/10/2021

  The text messages is where I received the threat to be turned over to collections, and was called an idiot. I repeatedly asked them to stop. I explained I thought they were ***** where my glasses came from, no one listened. When I called the company they also said it is a 3rd party that is texting me and they can't make them stop. The messages come in early in the mornings, invading my home and privacy. It is an email address sending the messages and it says it is this company. I also text back I had contacted the BBB about this situation. They stated "I am waiting." Is there no way to stop the text messages from *************************? I blocked them on my email account. I set up a block filter and paid for it to block them on my ******* account by their phone number. I can't get the email blocked from coming in to my text messages. Please help. I would never do business with a company like this. Someone does not have their act together of they have hired a 3rd party company so low class. ********************* 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,
  
  *********************
  
  
  
  
   
  

  Business response

  12/14/2021

  You are the one that made this mistake when you contracted us.  Not me , not BBB nobody other then yourself.

  let us know how this will be paid before we proceed further to collections actions.

  Customer response

  12/15/2021

  Reject 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

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October I sent my ***** sunglasses to company. Received an estimate of $100.00 and an additional $25.00 for cleaning. I approved the transaction. Received the item and the product was not repaired as paid for. Submitted a picture, contacted customer service, was given a *** label to return item for repair again. In the e-mail they acknowledged what needed to be done. I shipped my sunglasses back to company on 15 November. Send a courtesy email that item was shipped. Send another email on the 18th and 29th asking for status and or update. To this day I have heard nothing from this company. I have been too the *** store two times. Spent $125.00 for services and started this process two months ago.

  Business response

  12/03/2021

  The warranty repair was complete and return to the customer.

  Tracking *****************************
  Your item was delivered in or at the mailbox at 4:18 pm on November 22, 2021 in ******************.
  **** Tracking Plus Available 
  Delivered, In/At Mailbox
  November 22, 2021 at 4:18 pm
  **************************** 

   

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Found out eyeglassdepot is not a authorized Maui *** dealer and did not send my glasses to them for repair. Now they continue to harass me with phone calls and emails and texts daily. Trying to charge me for something I never agreed to and want to report me to collections. I have asked them to stop contacting me many times and Im worried because they have all my information. I dont know if I should call the police or not. The harassment is non stop all day.

  Business response

  12/02/2021

  You contracted our firm for this repair and caused us many backend expenses along with shipping costs and label monitoring costs. If you cancel this repair order and do not send in the eyewear, you will be subject to a $9.99 cancellation fee subject to collections actions as per our TOS contract.  
  
  That is listed on our TOS page. *****************************************************************
  Can you take care of this with a credit card or check? We also have ZELLE or CASHAPP.  If we do not hear from you we will proceed to collections actions.

   

  We never told you we are ************* at any time

   

  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

  12/09/2021

  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 never agreed to or signed any contract.  And, I replied to one of the first 500 texts and emails you sent saying your not Maui *** and my glasses have already been shipped for warranty repairs directly to them.   Very tricky of you to have 30 different phone numbers to keep calling/texting me and harassing me.  Your business is a hoax.    

   

   

   

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

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

  Business response

  12/16/2021

  You read the policy before you placed the repair order

  Nobody at any time told you we are MAUI

  We paid ****** for the repair order

  We paid for the label

  We paid our staff

  We paid label monitoring 

  We are in over $40 on this order in staff and fees

  Now we have to pay staff to call and get a refund on the label

   

  The policy is clearly posted that there is a $9.99 cancellation fee

  We are not in the wrong in any way shape and form and nothing we are doing is intentional to you.

   

*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. ↩