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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
12/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased sunglasses from Foster Grant on Nov 19. I would like to return them due to them not fitting well. My order number is ******. Their website states: "If you're not completely satisfied with your purchase, you may request a return for a refund or an exchange within 90 days of the purchase date (including purchases made on www.sunglasswarehouse.com prior to 2/1/2022). We'll work with you to find eyewear that is right for you." And further instructions state: ************************* either by phone ***************) or email ***************** to initiate a return for refund or exchange (customer must provide reason for exchange)."I tried calling the phone number several times but no one answers and the mailbox is full so I cannot leave a message. I emailed the address listed 3 times (Nov 26, Nov 29, and Dec 1). I also tried to contact them via ********* instagram and X on Dec 1 with no response. Based on what I'm seeing on their ******** page, not being able to reach anyone at the company is a common issue which is why I'm escalating to you so quickly.Customer response
12/14/2023
I have not heard from the business in response to my complaint.
Business response
01/11/2024
Hello,
Thank you for reaching out to Foster Grant via the BBB.
We regret to hear about your glasses not fitting.
After reviewing your account, I have processed a refund for $49.66 for order 708055. Please allow up to 7 business days for that to reflect. Please feel free to donate the glasses as we are currently not accepting any returns.
Thank you,
Luxottica Customer Resolution TeamInitial Complaint
06/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
4/19/23 Charged $56.58 for two pairs of Foster Grant Fold Flat reading glasses, magnification **** and 2.00.Received glasses. Found a problem with them.Foster Grant website states, "If you're not completely satisfied with your purchase, you may request a return for a refund or an exchange within 90 days of the purchase date (including purchases made on www.sunglasswarehouse.com prior to 2/1/2022). We'll work with you to find eyewear that is right for you."5/24/23 E-mailed **************** including stating--"The problem is they keep slipping down my nose. I compared them to older versions of the same model, and the two I just bought are too narrow on the bridge of the nose. The older versions are wider.I would like to return them. Or, if you have pairs that are wider on the nose, exchange them."No reply.6/7 E-mailed Foster Grant customer service again. No reply.6/21 E-mailed Foster Grant custome service again. No reply.Business response
07/04/2023
Unfortunately, we are not showing that we received your emails. We are so sorry about this and we will look further into what prevented that from reaching our customer service team. In the meantime, we have completed your requested refund. Please do not worry about sending the glasses back. Again, we're very sorry that you didn't receive a timely reply via email.Initial Complaint
10/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a purchase from Foster Grant on August 8, 2022 for a pair of clip on sun glasses. The offer was a buy one-get one free offer. Upon receiving the order on August 17, I noted the item did not fit my current glasses. I contacted Foster Grant for an exchange on August 22. I tried to call the ***** number numerous times during their business hours and only received a voice message directing me to their website. On August 25 I sent an email telling them I would like to return them for a refund. I received an email directing me to their website. I emailed them again on September 16 requesting a Return authorization number to return my item. I received an email from **** telling me they no longer accepted "returns" but would be happy to help me if I provided her with the customer PO#. I provided the required information and sent a copy of the packing list with all other information that *** be required and have yet to hear anything in return. I would like a refund for $18.95 from this company. For identification purposes, my customer po# for this order is ******. The order # **********.Business response
10/03/2022
Hi *****,
I'm so sorry that we didn't receive your message that contained the needed information/the copy of the packing list. However, I was able to use the *** that you included in your BBB message to locate your order. I have issued a full refund to your original form of payment. Please note that it usually takes a couple of business days for the refund to show on your account. Don't hesitate to let us know if there is anything else we can help you with.
*******
Customer Happiness ManagerCustomer response
10/03/2022
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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