ComplaintsforVS Eyewear, Inc.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered sunglasses through VS eyewear online. It took a very long time to receive our glasses. We were told that the frames we ordered were out of stock, but they could get a different color so we then proceeded with the color change. It still took a long time because even that frame they claimed was on back order when the glasses finally arrived they looked like safety glasses. I had emailed them and told them that maybe I selected something wrong and I explain the way I wanted the glasses I wanted them to look like sunglasses and not be see-through. They then proceeded to tell me that they could send them back out to have a mirror coat on them and I said OK that would be great and I paid for shipping them back plus an extra $50, it took several weeks and then I received them again for the second time and they were still completely see-through and looks like safety glasses. I then emailed them again just asking for my money back or something since they are still not what we want and I was told that they cannot get them to look like they promised, and that they could not be returned. I feel like we have been patient and understanding through this process. I even admitted that I may have not selected all the correct settings the first time. What I don’t understand is why they told me it could be fixed and then when I paid more to have that done and they couldn’t do it why I could not exchange them or at least get something I am out the $300 and still don’t have sunglasses.

  Business response

  06/06/2023

  A refund has been issued for these special made prescription glasses tonight.  It will take about 3-5 days to hit your credit card.
  
  We made these glasses up as per your order with the frames you chose and your prescription.  You said you tried the frame on at the Doctor office and now it doesn't fit?  Your RX is pretty strong for the wrap frame chosen, that is why it feels like it doesn't fit.

  We made up exactly what was given to us to order with the frame you chose.  Again thanks for the order and a refund was issued tonight.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  February 14, 2022 I placed an online order for a new pair of eyeglasses with VS Eyewear. The cost of the eyeglasses was $168.06.February 25, 2022 I received the eyeglasses in the mail. When I opened the package, I discovered a scratch on the right lens.February 28, 2022 I called VS Eyewear and spoke to the receptionist.I informed her of the damaged lens and asked if it would be possible to get a replacement lens.She said she didnt she a problem with that and that she would tell him when he comes in. I later learned that the him she was referring to was *********************.March 01, 2022 **************** called me and left me a message stating that he had called. March 02, 2022 I returned his call. He was not in. I left him a message to return my call.March 03, 2022 I called, spoke to the receptionist, and asked to speak to ****************. I informed him of the scratch and requested a replacement lens.He stated he would replace the lens and emailed me a return label to mail back the eyeglasses.March 04, 2022 I mailed back the eyeglasses.March 21, 2022 I left a voice message with **************** in the morning requesting an update on the repair.When he did not return my call, I sent him an email that evening requesting an update on the repair.March 27, 2022 I no longer wish to have the eyeglasses repaired for the following reasons:Poor quality control: a scratch on one of the lenses.Poor customer service: the companys unwillingness and failure to return customer phone calls and/or emails.Negligence: the companys failure to act in a timely manner: 23 days with no feedback, resolution, or resolution in the foreseeable future.An elongated amount of time to make minor repairs.Since VS Eyewear chooses to act in this manner now, I am certain its behavior in the future will be no different or even worse. Because of this, I am seeking a full refund.Sincerely,***************************

  Business response

  04/28/2022

  Dear Sir,

  We sent the glasses back to my supplier when we got them back for you.  Unfortunately they were buried at my suppliers return department and they just started working on them.  If you want a refund we will issue one, but let me know immediately at my email address and I will hold off the remake and you can purchase glasses elsewhere.

  Best regards,

  Mike D*********

  Customer response

  05/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 on the condition that my credit card institution does not rescind the temporary credit it issued to me while it conducts its investigation into the matter.
  
  Regards,
  
  ***************************
  

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