ComplaintsforLensesRx Optical
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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
06/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a pair of FRAMES only 6/2/23. I had not heard anything so I contacted them 7 days later, they sent an email advising the product was delayed but I'd have them the end of the following week 6/15/23, I advised them (via email) that I needed this product no matter what before 6/23/22 as I'm leaving the state for a few weeks and need the glasses to see while driving. They assured me I'd have them. 6/15/23 comes around, still no glasses. I was then advised they would be receiving them 6/21/23 and I would get them overnighted after they refunded my shipping costs and get them by 6/22/23. Today is 6/22/23 and now they cannot get them to me, they offered to forward them to where I'll be, but evaded guaranteeing that. I asked about 5 times in various emails and called and left 3 voicemails to have a manager contact me, ***** who was corresponding via email ignored the multiple times I asked with no explanation as to why. They offered a refund, but that does not help me acquire a pair of frames in less than one day. This is the worst I've ever had to deal with an online purchase.Business response
06/23/2023
Customer's order has been refunded in full as we were unable to provide the purchased product by their deadline.Customer response
06/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT beenBusiness has not acknowledged the repeated lies via email. They refunded me ONE day before I needed the glasses and have no ability to get another pair in time.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I place an order on 02/14/23 for frames and lenses for a total of $212.93. I received them yesterday 02/24/23. The frames are bowed by over a 1/4 of an inch so they do not fit. The front part of the frames are also bowed out so they don't sit flush on your face. Then they inscribed dots in the shape of an eyebrow on the lenses so when I put them on alls I see our dots. They are refusing to give me a prepaid to send back the junk they sent and then I'm sure there not going to give me a 100% refund for all fees paid because I paid extra to have this c*** sent to me expedited. I want a prepaid label to return this garbage and a full refund of everything I paid forBusiness response
02/28/2023
Return was approved on 2/24/23, a prepaid return label was generated (and used by customer). Merchandise was received back by us on 2/27/23, full refund was issued on 2/27/23.Customer response
03/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Full refund was not issued I paid $212.93 refund was only for $202.56
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
03/02/2023
Customer was refunded $212.93Initial Complaint
10/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 15 2022 I sent out a pair of glasses from the brand Zenni to have my optical prescription updated from Lensesrx. When I received back my order I notice the glasses were not the same ones. Similar in style but were not the originals I sent out. The reason I know is that I have purchased the same glasses from the same vendor Zenni multiple times. I have checked all y past orders from ***** and can confirm that each pair I have ordered are the same one. Second, when shipping out my glasses I compared them because I wanted to make sure I sent the ones in the best condition. On October 8, I reached out to Lensesrx and denied any claims of having the frames swamp nor did they take any accountability or offered a solution. In the email, I sent pictures for proof and comparison, proving I did not receive the same ones I had sent out. Not to mention expedited shipping was not met.Business response
10/13/2022
The frame which was sent to us is the exact same item we returned to the customer. We have no reason to swap customer merchandise, nor would we ever engage in such activity. Furthermore we do not sell Zenni brand frames and would not be able to switch one of their items out for another. Customer is welcome to return our lenses to receive a refund on the purchase.Customer response
10/13/2022
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:
Exactly, the frame I received in return are NOT Zenni, and what I sent were *****. I reached out to ***** and confirm that the frame I received are not Zenni. I decline the refund because it doesn't take into account the cost of the original frame I sent. Since I have an extra pair I would like for the order to be updated and a 50% discount on prescription a second frame of my choice to take the cost of the glasses I sent with free shipping included.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
11/14/2022
Customer can either return our lenses to us for a refund, or keep the order as is. The frame sent to him is the exact frame he provided us with.Initial Complaint
02/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Transaction Date: 10/29/2021 Transaction Amount: $178.16 Transaction Number: ****** Dispute:On 10/29/2021, I ordered one pair of prescription glasses from ************ - ***** ********. However, ************ sent me the wrong frame - ***** *******. On 10/29/2021, I called ************ to advise the purchase description on my receipt was incorrect. ************ shipped the wrong glasses, anyways. On Nov 10, 2021, I called ************ to advise that I'd received the wrong frame, and I requested an exchange or refund. From Nov *****, 2021, I exchanged several emails with ************, including photographs of the glasses I received. On Nov 15, 2021, I shipped the glasses I had received back to ************ at LensesRX Optical ********************************************************. ************ has never issued me a refund or exchange.Business response
02/04/2022
Customer was advised on November 15, 2021 to return the merchandise for a refund, however we have yet to receive anything back.Initial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello BBB I made an order for pair of lenses VCHd 62 on October 4 and was informed the frame is obtained from the ************ hours. The frames on website clearly show lenses as available then and show today as available. The 10/8 email detailed frames are obtained from warehouse and the order is being worked on and Shipment made in 5-8 days I made muitiple attempts to call and no pickup and they emailed me the frame is out of stock.They never informed me the frames were not in stock and saying the order is on back order for 2-3 weeks. I have received multiple emails saying order is on back order for three weeks. Meanwhile they have charged my credit card me for $849 - lensesrx order #****** Please let me know quickly *************************Business response
11/29/2021
The product ordered is temporarily unavailable & customer agreed to wait for it to restock. At this time we may continue waiting, or refund the transaction. Please confirm.Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased sun glasses and was told the price was wrong and needed an extra ************************* the email they came with polarized lenses plus 2 additional interchangeable lenses so I agreed to the purchase. Received the glasses with only 2 lenses not 3 as stated also they gave no lens options or description of them other than polarized. The picture showed a darker lens but I received some shade of ****** I contacted the company all they said was send them back if I wasn't happy. After what they claimed I got in exchange for the price increase is what I want 3 sets of lenses with 1 being dark as the item was picturedBusiness response
09/20/2021
Customer has been instructed twice to return the item for a refund.Customer response
09/28/2021
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]
LensesRx Online Optical You have received a new message regarding order #******:** *****,We have just received your frame from our warehouse, however I am afraid that the product was incorrectly listed on our website.The Liberty Sport Tioga is part of the Liberty Sport SWITCH line, meaning it comes with polarized lenses, as well as two sets of interchangeable lenses.Due to this, we cannot provide you with this item for $75.95, as it costs us more than this. The correct list price for the merchandise is $124.95 (the difference of $44.00 is due).Please kindly let us know how you would like to proceed with your order.Thank You,LensesRx Support This is a copy of the email in which the increase in price is explained stating I get 3 sets of lenses and I would like the business to stand behind what they have stated and get me the third set since they only sent me 2
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Customer response
10/14/2021
Obviously this business has no interest in standing behind what they say to customers! The product I received was not theirs and is a good product I enjoy just wish that what what I was told to justify the price increase from what they listed it at they would stand behind but they will not. It is a waste of time to continue this caseBusiness response
10/18/2021
Customer needs to return merchandise for a refund.
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Customer Complaints Summary
9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.