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:05/05/2025

  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 purchased a pair of eye glasses from the company on February 22, 2025 March. *********** suggested an upgrade on February ******* for a special lenses coating. *********** states that they do not refund prescription frames but they will apply some of the money to an exchange if the customer chooses to return. I returned my frames as I did not like the look. I requested an exchange for another frame. *********** issued me a refund for the frames. *********** did not refund me for the prescription ($49) or the lenses upgrade coating ($29.) *********** kept almost $80 dollars of my money. I asked them why they refunded when I asked for an exchange. The exchange would have been less than the $80 that they kept. *********** lied and stated that I did not request an exchange. I have emails to prove that I did request the exchange. *********** continued to send emails with condescending remarks. I had to tell them that they were beginning to harass me to stop emailing me in order for them to stop. *********** practices are poor and misleading. I will like a refund.

  Business Response

  Date: 05/08/2025

  Customer ordered a pair of glasses and added prescription lenses and anti reflective coatings. It is clearly stated on our policy for ordering prescription glasses that all frames are 100% refundable however the actual lenses since they are custom order to customer prescription, the lenses are not refundable. We did issue a refund back to the customer account for the amount of $107.60. 

   

  I have attached our company policy and it is the customers responsibility to read prior to placing an order. 

   

  We are really sorry for the inconvenience, due to the fact thatwe are not able to return custom RX made lenses to the manufacturer and therefore we do have a policy for prescription lenses ordering.

   

  Thank you 

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

  Customer Answer

  Date: 05/08/2025

  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]

   They still are not taking accountability for the fact that they lied and stated that I did not ask for a replacement. A replacement would have allowed more of the money from my refund to be applied. They ignored the email and issued a refund. The company knew that this action would result in them giving me a lower refund amount. The issue is not about the refund policy. It is about the unethical practices and the company lying about not receiving a request for an exchange/replacement. I am not satisfied. 

   

   

   

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

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

• Initial Complaint

  Date:04/21/2025

  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.

  I ordered prescription eyeglasses and received the wrong color frames. Either the temple arm was switched or this was a manufacturer error, the number on the frames was correct, clearly it was agreed item was the wrong color. I ordered pink and received gray. When I notified Eyespecs, I was informed they did not have pink in stock and would need to be ordered. I requested an update and was told frames were coming from ***** and they had no date when frames would be received by them to compare the color. I could no longer hold off on my prescription so I ordered elsewhere and requested a refund.I understand refunds are for frames only but if the correct color frames were received , I would not be returning them . I am asking for the full amount of frames and lenses be refunded, not just the frames refund.

  Business Response

  Date: 04/21/2025

  Dear Valued Customer

  
  You originally requested to return the glasses and to send you the lenses back. Therefore a refund was not issued for the lenses. As per to your request now for a refund on the lenses, We will issue the refund however the lenses will not be sent to you. Please allow ***** hrs for the refund to reflect on your account.
  

  Thank you

  Customer Answer

  Date: 04/22/2025

  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:04/08/2025

  Type:Sales and Advertising 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 prescription glasses from eyespecs. The frames called Smokey ******* are a light pink on their website. I received the product and they were clear frames. I initiated a return which never disclosed I would not be receiving a full refund and over 24 hours later received an email stating I would only be getting a refund for the frames after I already had shipped the glasses out. When I called the business, I spoke with ******* who was extremely rude and argued with me about the color of the glasses. They were not willing to do anything regarding the fact that the glasses I received do not match the product description. Horrible experience and I feel duped. Now Im out $128 out of pocket for lenses for frames that werent the color on the listing.

  Business Response

  Date: 05/08/2025

  Customer ordered a pair of glasses in which the color provided by the manufacturer is called Smokey ******** additionally customer added custom prescription lenses and the order was shipped accordingly. Customer contacted us and mentioned that the color is different from what she was expecting. We explained that the color name is provided to us by then which it did match the color. We offered the customer if she would like a different color and or another pair of glasses and she refused. We explained that as to our policy the frames are returnable however the lenses are not. She sated that show will be sending the glasses back and that she would like us to send her the lenses since they are not refundable. As you will read in the email as it seems that the customer was not aware of our return policy prior to ordering RX prescription glasses.

   

  The lenses were sent to the customer via *** tracking number ****************** as per to her request in the email and a refund of $270.00 was issued back to her credit card.

  We are really sorry for the inconvenience and we have explained to the customer that the lenses were made to her specific prescription and cannot be resold. And that is why we always try to work with our customer by giving the option to choose another model in which we would remake a new set of lenses. 

   

  Thank you

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

  Customer Answer

  Date: 05/08/2025

  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:

  The only reason I stated I didnt realize the lenses werent refundable, and as explained to the *** on the phone, was because the website says they have a 90 day no questions asked return policy on all frames. I do not work in optical and frames to me, and any average human that does not work in optical, means the entire frame. It does not specify that the lenses are not refundable. Eyespecs sent me all of the information to ship the frames back, which I did, and then roughly 24 hours later emailed me with the specifics about the refund not including the price of the lenses. The *** was pushing me to order a new pair or try a different color and I told them I will take my business elsewhere. The frame did not look as the website described. They were portrayed as light pink on the website and what I received was a clear pair of frames. When i had initially called in, the *** argued with me that ******* does not mean pink which I thought was hilarious and unprofessional. I received my lenses back since I paid for them and would not support a company that doesnt make the terms and conditions clear and up front to their consumer.  I wont be responding further because I have moved on with my life at this point, however I want any other consumer to know that the customer service for this company is non existent and their employees will argue with you over the phone instead of trying to understand your concern. Furthermore, they should make their policy more clear. For this reason, I will not support this business. 

   

   

   

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

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

• Initial Complaint

  Date:03/19/2025

  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 a new cazal eyeglass with prescription lenses on 02/15/2025 and received the order on 03/18/2025. When I opened the box, I found a scratch in the lens and immediately informed the customer support team along with the photographs which had evidences of the scratch. In reply, they are blaming on me stating that their team is very professional and they can't do such mistakes and they also have evidences from their end that the quality checks passed before they shipped the lenses. Now, I am left with an option to return them the lenses and redo it with an additional $14.95 cost, which is ridiculous because I have already paid $856.95 for the frame and expensive eyeglasses. So, it seems like they are putting the blame on me for the scratch? Is it how a respectable business replies to its customers? I definitely need the lenses to redo without any additional cost as I have not done anything wrong. I am creating this complaint with an anticipation that I will get proper justice here.

  Business Response

  Date: 04/07/2025

  Dear Valued Customer: 

  I show that we have created a redo order for the lenses and a new order number has been emailed to you, Your glasses are currently at our lab and It is being worked on. Please feel free to contact us at ************ and we will be happy to provide you with updated information. 

  Thank You

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

• Initial Complaint

  Date:02/22/2024

  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.

  January 21st I ordered the ****** Coach glasses. I took time to pull up my current eyewear measurements to be sure the temple length on the ****** Coach glasses were longer. My current eyewear temple length is 135mm and ****** coach glasses temple length is said to be 140mm. I waited about three weeks to receive my glasses. I scanned in my prescription but received a text message stating anti reflective lenses were recommended so I paid for that at a later time, about three days after ordering. I received the glasses and immediately noticed a blurry spot bilaterally. The glasses were shorter on the temple length. I return the glasses and in two days received an email stating they could only refund the frames. I spoke to an agent about this and was told there wasnt much they can do. After stating Ill file a complaint with the BBB, ***** called me. After a lengthy initial call, I spoke with ***** and informed him I researched the blur and acknowledged he was right that my brain would adjust to the progressive lens. I tried work with ***** but he recommended I purchase two frames with the hope that Id like the fit of one and return the other. I sent a picture of my face with the old eyewear as he requested. And he still wanted me to purchase more. At this point the frames I returned was not refunded yet. After starting I wasnt comfortable purchasing a third frame when they havent refunded the first pair yet, he immediately proceeded that refund. Im still paying a financing company $168. $79.50 was refunded for the ****** Coach frames. This means Eyespecs charge customers $168 to make lens? This is not the way to an online business. As a customer, I can only go buy whats stated online. According to their website, the template length on the Coach glasses should fit. ***** stated I could only try once more. They will not make another set of lenses if I dont like the second pair. After all of this, I just want a full refund. This is not the way to treat customers.

  Business Response

  Date: 02/22/2024

  I apologize for any inconvenience, upon looking further into your order details you placed an Rx order for eyeglasses Coach X ************************* Mouse HC6217 5002 Eyeglasses Women's Black in the size: Lens-53 Bridge-19 B-48.8 Temple-145mm. Your order was purchased on 1/21/2023 and shipped by 2/2/2024 according to the tracking number 1ZB1W8730301844193. Your order was completed in about ************************************************* our ** policy. ****** orders have a handling time of 9-14 business days to complete. When we have received your return back on 02/09/2024 we have sent you a courtesy email explaining our policy as we do give our customer's the option to have the lens redone or to select a new frame to have the lenses redone. 
  
  As per communication we had, you have stated the ** you received was a new ** provided by your doctor. We always advise our customer's to allow time to adjust to the lenses as when it is a new ** it does take about 1-2 weeks to adjust to the prescription. You did also confirmed in the conversation with our customer service representative, you have done your research and the information appears to be correct as there is an adjustment period for new progressive **. All this information has been confirmed as we have reviewed our recording call on 02/09/2024. 
  
  The fit of the eyeglasses can vary based on the shape and style of the frames, for example both models can be the same size but only one can fit because the fit or style matters when selecting a frame. Being you did want to change the frames as well, the customer representative gave you the option to select a new frame or to purchase new frames, to try on first before having the lenses redone. As per our policy it is a one time redo for the lenses. We always provide this option to our customers to have the opportunity to try on the frames before having the lens redone. 
  
  As per our policy, Prescription lenses are customized per each customer's specs and therefore are not refundable, however, We offer a one-time redo no matter if you change your mind about the glasses you received or wish to upgrade your lenses (We will provide you with a prepaid return label and you will only be responsible for the difference in frame pricing, lens pricing, and $14.95 shipping and handling.). If you decide to return any prescription glasses in unused new condition and choose not to use our one-time option to remake another set of prescription lenses. A refund will be issued for the frame amount only. We will be more than happy to have your lenses redone if wanted, we just need to confirm what model you would like to have your lenses redone or if you simply would like to proceed with a refund, a refund will be issued on the frames only. 
  
  If you have any question please feel free to contact our customer service line. **************************** *************)

  Customer Answer

  Date: 04/02/2024

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

  This is a follow-up to initial complaint #********. After not hearing from eyespecs.com after initial complaint, I messaged them on their website contact page on 03/20. On 03/21 I recieved an email stating they did not hear back from me concerning which frames I choose. I called eyespecs.com on Friday, 03/22 and spoke to an agent. I gave the order number to the frames I wanted to purchase and informed the representative that I would keep my prescrition as is, prgressive lenses. I was told I would recieve an email with the invoice. I allowed two hour and called back. I spoke with a representative that stated I would recieve an invoice, again. I became concerned that something was not right. I informed the agent that I already paind for the prescription lenses and the Anti Reflective Coating, I'm only paying for the frames. The agent confirmed that I was only paying for the frames. I was confused as to why I couldn't just pay for the frames over the phone. I have not hear from eyepecs.com since 03/22 when I called. I akready paid for the creation of lenses and ******'m need eyespecs.com to honor their one time remake replacement.

  
  
  
  
  
   
  

  Business Response

  Date: 04/03/2024

  I apologize for any inconvenience, upon looking further into your order details you placed an Rx order for eyeglasses Coach X ************************* Mouse HC6217 5002 Eyeglasses Women's Black in the size: Lens-53 Bridge-19 B-48.8 Temple-145mm. Your order was purchased on 1/21/2023 and shipped by 2/2/2024 according to the tracking number ******************* Your order was completed in about ************************************************* our ** policy. ****** orders have a handling time of 9-14 business days to complete. When we have received your return back on 02/09/2024 we have sent you a courtesy email explaining our policy as we do give our customer's the option to have the lens redone or to select a new frame to have the lenses redone. 
  
  As per communication we had, you have stated the ** you received was a new ** provided by your doctor. We always advise our customer's to allow time to adjust to the lenses as when it is a new ** it does take about 1-2 weeks to adjust to the prescription. You did also confirmed in the conversation with our customer service representative, you have done your research and the information appears to be correct as there is an adjustment period for new progressive **. All this information has been confirmed as we have reviewed our recording call on 02/09/2024. 
  
  The fit of the eyeglasses can vary based on the shape and style of the frames, for example both models can be the same size but only one can fit because the fit or style matters when selecting a frame. Being you did want to change the frames as well, the customer representative gave you the option to select a new frame or to purchase new frames, to try on first before having the lenses redone. As per our policy it is a one time redo for the lenses. We always provide this option to our customers to have the opportunity to try on the frames before having the lens redone. 
  
  As per our policy, Prescription lenses are customized per each customer's specs and therefore are not refundable, however, We offer a one-time redo no matter if you change your mind about the glasses you received or wish to upgrade your lenses (We will provide you with a prepaid return label and you will only be responsible for the difference in frame pricing, lens pricing, and $14.95 shipping and handling.). If you decide to return any prescription glasses in unused new condition and choose not to use our one-time option to remake another set of prescription lenses. A refund will be issued for the frame amount only. We will be more than happy to have your lenses redone if wanted, we just need to confirm what model you would like to have your lenses redone or if you simply would like to proceed with a refund, a refund will be issued on the frames only. 
  
  If you have any question please feel free to contact our customer service line. **************************** *************)

• Initial Complaint

  Date:02/22/2023

  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.

  Receive the glasses frame find there was scratch on the leg and make return. Few day later receive a email from the customer service says I return the frame is from another retailer But this is NOT TRUE. I have a unboxing video when I open it and the video could proof me. in video The ** simple after the serial number was missing. Please Check the video 02:03 in the time line you will see there is no ** simple after the serial number. Also I have the picture send by the customer service with out the ** simple after the serial number. This is how I can proof I send the original glasses frame back to them.

  Business Response

  Date: 03/22/2023

  Dear: *************,

  The CE that you are pointing out is not the serial number. The serial number is engraved on the temple and has to match the sticker on the bag. prior to shipping the glasses we scan the label that matches the serial number engraved on the glasses and what we received back from you did not match the serial number which was scanned. We do not remove items from their original packaging and that is the reason we are able to verify each item to match the serial number as provided by the manufacturer. 

   

  As you will see in the example that i have attached where the engraved numbers match the serial number on the sticker.

   

  We have no intention on not taking items back. As our goal is to keep our customers happy. But due to the mismatch in the serial number for the item shipped to you and the item returned, we are unable to accept this return.

   

  Thank you

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

   

• Initial Complaint

  Date:12/22/2022

  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.

  Hi,I placed an online order a week ago. I havent received any updates on the shipping status and still waiting for my order. I tried contacting the business but had no success. Please let me know if this order can be shipped or was cancelled. Thank you

  Business Response

  Date: 04/20/2023

  Dear ******

  Your refund has been issued on 29-Dec-2022 in the amount of $245.00 back to your credit card ending in ****

  We have also emailed you the refund receipt on 12/29/2022

  I have as well attached the refund receipt as you can check with your card issuer.

  Thank You

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