ComplaintsforEyeGlassesDepot.com

• Initial Complaint

  09/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I mailed my Maui Jim's sunglasses into Eyeglasses Depot on July 28th, 2021 and they sent me a confirmation of receipt on 8/2/2021(attached). A week later i got and email that someone's dog had died and they were going to take longer than normal, which is sad but OK. Then I get a call that the glasses were fake and they would not work on them. I called the store I bought them at, they said that was not true. I then told Eyeglasses to return them, which they charged me $12.99(attached) to do, which was fine. It is Sept 15,2021 and even after many emails I have not received them. I just want them back so i can get them repaired.

  Business response

  09/16/2021

  Can you please send us a picture of your glasses I can't find them

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Eyeglasses Depot sold me Maui Jim sunglasses that did not come with authentic polarized lenses. I contacted Maui Jim and they stated that Eyeglasses Depot was not an authorized vendor for their product. Eyeglasses Depot sold me the sun glasses under the impression that they were new and authentic Maui Jim sun glasses. They did not at any point disclosed that the lenses were replaced prior to the sale of the sun glasses. They only came forth when confronted with fact that I knew that the lens were not authentic. I want my money refunded, in the amount of $219.94. I requested a refund the same day I received the merchandise and the customer service representative stated that they would send me a return label to return the merchandise, but shortly after I received an email stating that their product could be damaged and they are unwilling to refund my money. I've tried on several occasions to contact management or the owner of the business but they have refused to speak with me.

  Business response

  09/01/2021

  This item was sold as a CLEARANCE item.

  All clearance items are sold cheaper for various reasons.

  This one had its lenses replaced.

  The item is authentic.

   

  Since this is not our fault that you wish to return.............

  Maybe you are not aware but before you choose to return this item you need to know a few things.
  
  1. There is a 20% restocking fee on all returns for any reason. 
  (you may read about this on http://www.EyeglasseseDepot.com/ frequently-asked-questions3.asp)
  2. Shipping costs are NON REFUNDABLE
  3. Shipping Insurance is NON-REFUNABLE.
  
  Please confirm you understand our return policy so that I can generate an RMA # for this return. 
  I would also like to offer you a discount if you keep the item and not return it.  Returns cause us big losses and we would rather
  not make a profit on your order and/or even give you another item at our cost instead of taking this return if possible. 
  
  

  Customer response

  09/02/2021

  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].

    This business  does not make purchaser aware of the condition of the product and tried to pass it as authentic.The manager/owner threatens to take you to the back of the store in order to resolve the issue. This person should not be in business and I say person because he or she does not identify them self. As far as the Authenticity of the Product, I contacted Maui Jim and they stated that Eyeglasses Depot is not an authorized Dealer and they are not authorized to sell their product. Maui Jim will be conducting an investigation into this matter. This company has unethical and predatory practices and I would advise any would be customer to stay away from dealing with Eyeglasses Depot!!! if you value your time and money find another reputable company to do business with. 

   

   

   

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

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

  Business response

  09/21/2021

  The item was 100% authentic the lenses were replaced the refund was issued I'm not sure what the issue is here.

  Customer response

  09/22/2021

  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]

   The lens were not authentic and I was not informed of this, this company was not forthcoming on the fake lens. They would not refund me the full amount of the purchase. My bank had to get involved and found this company to be much less than honest and they fully reimbursed me. I would look else where for reputable business and avoid the headaches from the coward that makes empty threats to take you into the back of the store I order to resolve an issue. I resolved the issue myself and there is no further action needed other than exposing the scam artist running this business. 
  
  Thank you for your time and efforts BBB!

  ***** *****

   

   

   

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

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

• Initial Complaint

  08/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sales order was received on 7/22/21 by the company. I sent in two pairs of sunglasses for repair and the business is stating that they only received one pair. The sunglasses were sent in the same package and had a witness at the post office with me when they were mailed off. The sunglasses were brand new valued at $300.00, only received my old pair back. Order number is #******.

  Business response

  08/17/2021

  Customer sent 1 pair of ********************** and she was invoiced for only 1 repair.

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

  
  Customer never asked at the time of invoice where is her 2nd frame

  It defies logic that only now after delivery we are being asked about a 2nd frame when she only paid for 1

   

  Thanks we have no further recourse on this.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 28th, 2021, I went online to find an authorized repair service for Maui *** sunglasses, EyeGlassesDepot.com came up. They say on their site that "We offer a 100% RISK FREE, eyewear repair evaluation", I filled out the repair evaluation thinking that they were an authorized Maui *** repair service but they weren't. Found the official Maui *** retailer and authorized repair shop, took it to them. In the meantime, EyeGlassesDepot.com sent me an email asking if I received the label, which I didn't but didn't respond to them since I decided that I no longer wanted the Free evaluation from them because they aren't authorized by Maui ***. I emailed them back and said I'd like to be taken off the email list at which point they responded with a charge of $9.99 for cancellation that I never got the label for. I tried telling them that RISK FREE means I should be able to cancel without any penalty but they insist I pay them $9.99.

  Business response

  08/02/2021

  Indeed it is RISK FREE contingent upon the fact that you send in the eyewear as per our 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

  08/02/2021

  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:

  Business is charging **** for something they don't even talk about during the RISK FREE assessment, there was no mention of the fee when I was looking to get the estimate, now that I don't want their service, the business is trying to charge me a fee that they only talk about in Q & A. This is a shady way to conduct business, hiding the fees on the site. Looking through their repair guide and following all steps, nowhere does it say there is a $**** fee for cancellation. All the form does is reassure a buying/client that they will be taken care of without charge for the initial part of business (evaluation). Then again, client no longer wants their service as they're not authorized service center, they hit them with a $**** fee.

   

   

   

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

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

  Business response

  11/22/2021

  The policy page cant possibly be on the same page as the check out page as there are too many rules and regs.

   

  Are you suggesting that all of this be on the same page?

   

  Q. What types of eyewear can you repair?
  A. Our specialists are trained to repair all types of eyewear such as sunglasses,eyeglasses,prescription reading glasses, we can even repair most types of ski googles. We have the ability to order eyewear parts from dozens of brands that we carry.
  
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  Q. Is there a warranty on the repair work?
  A. Of course what would be a repair without assurance and us standing behind our work. 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. Click here to view pictures of how some of the welding is performed.
  
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  Q. Will repaired glasses be weaker than a new frame?
  A. No, its actully the opposite. When frames are made in the factory, welds are done mechanically that are often times weak in certain spots. This is why so many hinges break regularly at the solder weld point. When we solder or weld your frame, we infuse to a greater extent more silver ensuring a strong, long lasting bonded repair. Click here to view pictures of how some of the welding is performed.
  
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  Q. When a frame is welded, will the repair area be discolored?
  A. No, it is definatley true that there is of course some degree of discoloration with some welds, but what sets us apart from our competitors is our ability to carefully refinish the repair area to as close to the original finish as possible. Since we use Microwelding we isolate the repair area to only that specific location.
  
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  Q. Why cant I get my eyewear fixed at my local optical store?
  A. You should always try calling a local optical store before you send your eyewear in the mail, but unfortunatley most optical stores do not offer a repair service. Optical stores are more interested in selling you a brand new frame and will usually tell you that the item cant be fixed. Do not listen to the sales person. All eyewear can be fixed no matter how damaged it is.
  
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  Q. Why cant I use my old lense and put them in a brand new frame?
  A. Remmeber when you where a toldler and you played that shape game where a circle shape only fits into the circle hole and the square shape only fits into the square hole? Its the same thing. Each and every lense is cut distinctly for that specific style of glasses. Its very difficult if not impossible to grind the lense and change its dimensions. The slightest bit of change will throw off the alignment and you will not be able to see. When you break your eyeglasses you have t choices. Either fix the one you have , or buy a brand new frame. Dont forget if you buy a brand new pair of prescription eyeglasses you will need to spend more money on a new set of lenses.
  
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  Q. How expensive is it to fix broken eyewear?
  A. The correct term is not how expensive, it is really how cheap. Fixing your broken eyewear starts from $25, depending on what needs to be done. Once your item arrives at our facility, you will be sent an invoice of the exact extend of your damage. If you compare the cost of buying new lenses if the item is a pair of prescription eyeglasses, its a no brainer. Always fix before you buy.
  
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  Q. Can you fix Titanium Frame?
  A. Once upon a time Titanium frames where impossible to Repair, Today our Eyeglass Repair Specialists have devised and created several repair techniques to fix just about all Titanium frames. We have developed various methods that allow us to repair titanium frames with the utmost durability and the least visibility of the repair area. Many facilities will tell you that this metal is not repairable, or they are not able to repair Titanium. Rest assure you that we can do this work with ease. There is a reason why dozens of other repair shops use our facility to repair their own clients eyewear. We take that as a compliment.
  
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  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.
  
  
  
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  Q. How long will it take to get my repair quote?
  A. Once your item arrives at our facility, please allow 2-3 business days to get your quote via email.
  
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  Q. Once I agree to repair, How long will it take to get my item back?
  A. Once the invoice is paid and your item is sent to the lab for repair, please allow sometime for our facility to complete the repair. The item will then be shipped back to you with the level of service that you had selected when you originally paid for the shipping. You will be given a tracking number once the item is shipped
  
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  Q. 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 work.
  
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  Q. Our 60 Day Warranty on Repairs?
  A. 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.
  
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  Q. 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 work.
  
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  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.
  
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  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.
  
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  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

  12/02/2021

  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:

  [I am suggesting you don't say "RISK-FREE" and instead say "In the event that you, the customer, don't send in the ********************** for estimate, we will charge you a fee, to cover our costs." Anyways, only respond back when you receive the check and apply it, so I can accept Business Response. Thank you!]

   

   

   

   

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

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

*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. ↩