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: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 frames and prescription lenses from framesdirect. On their website it says they offer price matching on FRAMES only. No where does it say that if I purchased lenses that the frames price match wouldn't count. I paid $174.69 for my FRAMES ONLY. I found 2 other websites that offered them cheaper. One for $119.99 and one for $129.99. Frames direct is not following their price match policy and wont give me the difference.

  

  Business Response

  Date: 04/09/2025

  Hello ******,

  Thank you for contacting the BBB with your concern regarding our Price Match Guarantee. I have reviewed your price match request and all of the correspondence between you and the staff. The information provided by the staff is correct. Our Price Match Guarantee applies to the frame only. That means we'll match the price of price of eyeglass frame only or sunglasses without prescription lenses. We will not price match any prescription lenses or contact lenses. Since your order has prescription lenses we are not able to price match the frame. We also cannot combine two discounts on an order. If you are already receiving a discount on lenses, a price match discount cannot be applied. You received a 60% lens discount on your order and an additional 5% lens promotion. I do apologize for any confusion you may have had regarding our Price Match Guarantee, but we are not able to honor your request to price match the eyewear with prescription lenses. The terms and information regarding our Price Match Guarantee is available on our website at the following link: 

  Price Match Guarantee Terms: ******************************************************************************************

  Regards,

  ******

  Customer Answer

  Date: 04/09/2025

  I am rejecting this response because:   you need to update your policy to make it clearer. I suggest hiring a lawyer because your wording is misleading. This is my first and last time doing business with you. I will never recommend your business as you do not uphold your end of the policy. 

  

  Business Response

  Date: 04/14/2025

  Hello ******,

  I apologize for you feeling that the wording of our price match policy was misleading. We appreciate your feedback.
  

  Best, 

  ******

• Initial Complaint

  Date:09/13/2024

  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.

  Order ******* Business lost its mind or whoever is in charge I received a cracked frame and shipped it back to thrm. A few weeks later they ship that same cracked frame back to me. So inatead of refund or a replacement those business people chose to escalate and send another broken defective frame. If i dont ger a full refund i am going to a small claim court here in ***** gonna give them a week.

  

  Business Response

  Date: 09/17/2024

  Hello *****, 

   

  We received the return that you shipped in. After doing an evaluation on the item, we did have some questions regarding the condition in which they were received. We tried to contact you regarding your return, but did not receive a response. Due to the lack of response, we did ship the item back to you as we were unable to process a return/exchange for an item in that condition considering that information was not disclosed when the return was initiated. We will have our returns manager reach out to you to discuss this further. 

  Customer Answer

  Date: 09/17/2024

  I am rejecting this response because:   
  i did send a picture prior to sending it back to the business who after receiving a picture of the broken frame issued a return label . 
  i want a full refund. U can Keep 10$ for the shipping cost. So 40$ back to me is owed

  

  Business Response

  Date: 09/18/2024

  When our returns manager reaches out, he will discuss return options with you. 

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair 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 the glasses on framesdirect.com last October. They were not cheap. Paid $649. Last month one of the temples broke. There is a metal connecting piece, and thats where it broke. Few days later the second temple broke in exact same place as the previous one. I sent the glasses back and they said they cannot cover anything. It is absurd !!! Both temples dont just brake in the same place. Very disappointing!

  

  Business Response

  Date: 07/26/2024

  Hello *****, 

  After evaluating the item that was returned to us, it was determined that the issue was due to accidental damage. That is not covered under the manufacturer's warranty. I will have our returns manager reach out to you to explain further. 

• Initial Complaint

  Date:05/11/2024

  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.

  On 03/03/2024 I made a purchase of 203.44$ after discounts through frames direct. They then emailed me to upgrade my lens' for 40.00$ brining the total up to 243.44$. After receiving the product, the metal on one side of the lens sheared off. After contacting customer service and sending the product back, they decided that the metal shearing is not a manufacturing issue. I do not see how this makes sense. They refuse to repair, replace or refund any of the price even thought the product is faulty. The order number i was given is : FramesDirect.com Order #( Order ID: ******* - FD)

  

  Business Response

  Date: 05/16/2024

  Hello Kaleb, 
  
  I am sorry to hear that you are unhappy with your recent experience with FramesDirect.com. I have reviewed the order as well as the product that was returned. The metal portion of the frame was bent, twisted, and sheared apart. That along with the clear markings on the frame and lenses showed that it was put under a significant amount of force that resulted in that condition. We also have a photo of the delivered package in perfect condition showing that it wasn't damaged while in transit. Because of all of this, it is not covered by the manufacturer warranty. You can see what is and isn't covered under the warranty with the following link. *********************************************************************
  
  I see where our returns manager reached out to discuss it with you on 5/2/2024, but wasn't able to get in contact with you. I will have him reach out to you again to clarify any further questions you may have. 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  TRANSACTION DATE: April, 17, 2024 I order this item on April 17th, after much delay in shipment and continuous notices of being back ordered, it now shows delivered; however, I still have not received the order. I have contacted customer service and it's as if they do not even read what I have written. I am told that I cannot cancel a an order that has been shipped, I have been told to return the item, I have been told that the order was shipped an delivered. None of those statements helps me! I was very clear in stating that O received notice that it was shipped and delivered, but still have not receive the item as of today May, 8 2024. At this point I would just like to receive a full refund and purchase the frames elsewhere. I do not want to do business with Frames Direct any longer.

  

  Business Response

  Date: 05/13/2024

  Hello ******, 

  I see that it has been clarified that you didn't receive the package and we are working with *** to investigate this. Once there is an update, we will have a member of management reach out to you. 

  ******

• Initial Complaint

  Date:04/10/2024

  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.

  Placed an order for prescription glasses was met with delays then order was cancelled by framesdirect without any options or form of reaching out to me after making me wait for amidst delays and a lost package.

  Customer Answer

  Date: 04/12/2024

  The business manager contacted me via phone and although the resolution wasn't perfect it was acceptable. I have reordered and will hopefully have a favorable outcome this time.

  

  Business Response

  Date: 04/15/2024

  Hello ********, 

  You notified us that you didn't received your package so we started the investigation process for that. When it came to the end of that and time for a resolution, the item that you originally ordered had been discontinued. Due to the payment method that you used, there were restrictions that prevented us from being able to send a different item as a replacement. Because of that, the only thing we could do was refund you. I do see that you have already discussed this with management and it has been cleared up. 

  ******

  Customer Answer

  Date: 04/15/2024

  I have reviewed the business response and accept this resolution. I had already messaged BBB about that but the complaint was kept open for some reason. Currently placed my replacement order and will hopefully have a more favorable outcome. 

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair 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 frames for my son on 2/12, two days later I inquired when they would ship, I was lied to and told they emailed me to ask if it was for a youth and I didn't respond. I have zero emails from them asking that question, only one the day prior asking to send the prescription for a second time, which I did so immediately. So, I emailed them back immediately and said yes. Another week goes by, and I inquire again about when they would ship. At that point they said it would take ***** days from the time I placed the order. So, day 12 comes around and I inquire for the THIRD time. I was told it's ***** days from the time the process it (which was 2/14). So, I inquired again 3/4 because now it has been 21 days since I ordered these glasses, and I was told "maybe they are back ordered." I told them to have a manager call me, and of course they did not. I inquired again today and was told they are back ordered until 3/29. I told them this is an awful way to operate a business and it shouldn't involve me inquiring 4 times about my order to find out an item is going to be that delayed. I should have been told right away so that I could have ordered another frame, or from another company. Now it has been 22 days since I was told my son needed glasses, and I have to start over from another company. On top of that, I asked for a refund and to cancel my order and received zero reply. I would prefer that they overnight these to me so my son has glasses but given them telling me it would be another 3.5 weeks, I know that will not happen. I also don't trust that they would ship in the newly quoted 3.5 weeks.This isn't a piece of jewelry, furniture, etc. These are eyeglasses that people & children need. This company is terrible, and I will never order from them again due to being so unorganized, and not being proactive or upfront about the situation and giving me the decision to cancel from the start when they knew these were out of stock (if they even are).

  

  Business Response

  Date: 03/12/2024

  Hello ******, 
  
  
  This doesn't seem to be a completely accurate review of how the order took place. We did reach out to you shortly after the order was placed to verify multiple things. We only got a response regarding one thing so we were waiting to hear back from you regarding the rest. We follow up on things like that every other day if we haven't gotten a response. You reached out before we got to that to ask if it had been shipped yet so we asked you to verify the information again. Once everything was verified, we sent you an email stating that the processing time from there would be ***** business days. That email also stated that there wouldn't be an update unless the order was delayed outside of that originally quoted time frame. You did reach out multiple times for an update after that, but at that point, there weren't any delays with the order to relay to you. After the 4th time that you reached out for an update while still within the originally quoted time frame, we said that we would reach out to the manufacturer to see if there was an update like a potential backorder. This was a courtesy check in with the manufacturer because at that point, the order was still within the original time frame and the manufacturer had not told us of any backorders. When we reached out to them, they did let us know that the frame had just gone on a backorder so we relayed that information to you. That is when you asked for a manager and then immediately sent another email saying to just cancel and refund the order. Because of that, your order was cancelled and refunded back to your original payment method. An email was sent confirming that. 
  
  
  I will have a copy of your receipt sent over that reflects the refund. 

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair 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 had to send back a pair of glasses THREE times because they kept breaking. The 3rd time, they claim I only sent back the arm which wouldnt make much sense on my part because they cant fix them without the frame. I called and they refused to do anything and said it was noted that I only sent back the arm. I would like a refund or a replacement.

  

  Business Response

  Date: 02/20/2024

  Hi *******, 

  I do see where we only received the temple of the frame in the return shipment. However, it looks like you have already spoken to management and there has been a resolution. 

  ******

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair 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.

  This company is unethical and lies. They never delivered my order or shipped it out and they lied and stated they would refund me on the phone. There is a reason they have 51 bbb complaints filed already. Also I asked to speak with a manager several times and they tried to lie about that as well trying to come back on the line as if they were the manager when they were not. They then sent an email the next day stating they would not send the replacement order or refund me for my purchase. At the end of the phone call I asked the name of the person I was speaking to and they hung up on me.

  

  Business Response

  Date: 12/30/2023

  *******,
  
  I am sorry to hear that you are not happy with your experience with FramesDirect.com. To be sure this was handled appropriately, we have reviewed all calls and communication between you and our staff and we have found that this review is not an accurate depiction of what happened. Your merchandise was shipped on 12/12/2023 and delivered to the shipping address listed on the order on 12/16/2023 2:49 P.M. via **** When you reached out about not receiving the package, the agent informed you that we would need to follow our procedure for lost or missing packages. You requested to speak to a manager so the agent reached out to one. They were in a meeting and were not able to take the phone call at that time, but were able to direct the agent on what needed to be done via messenger. The agent came back to you and told you exactly that and also explained that they confirmed the procedure for lost packages would have to be followed. The agent did not pretend to be a member of management. You then said that you wanted a refund so the agent said that she would notate that is what you were requesting, but never guaranteed that we would be issuing a refund. The agent did not agree to a refund or state that a replacement would be sent out. At the end of the call, you and the agent both said, Thank you. There was a significant pause as if the call was over so the agent disconnected the call.  
  
  The shipment was reviewed by **** the shipping carrier, and it was determined as delivered as *** provided a clear photo of the delivered package at the shipping address listed on the order. The *** tracking details we provided you also show the proof of delivery from the carrier along with the photo. Because of this delivery confirmation by the carrier after the investigation, we were unable to refund or replace the item. We do see that you filed a chargeback as we had suggested so we will be working through that process with PayPal.  
  
  I do apologize that we are unable to assist you in the manner that you had hoped. Thank you for your comments.
  
  Regards,
  ****** - ******** *************************

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair 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.

  This is just to announce bad business by this company. I was notified today 11/28 that part of my order is on backorder. Glasses for my wife whose eyesight is very poor. She has been in maternity leave and goes back to work soon so we were hoping to have the new glasses in time. Order was placed 11/22. 7 days ago. The system did not prompt a backorder nor did an employee reach out to tell me until 7 days later. This is bad business. We already submitted reimbursement to insurance for a portion of the cost so I cant change the frame now so my wife will have to wait weeks for her glasses. Bad busisness. There are automated systems that should have flagged a back order much sooner. To make it better, this company did reach out on 11/24 alerting me my wifes lenses needed an up charge I approved but never heard of this was confirmed or how to even pay it. Bad business Even crazier is once placing an order it is ***** business days to process after being confirmed THEN shipping so if you want to use this company its at least a month to have glasses. Go to ******* any local shop, anywhere but here!

  

  Business Response

  Date: 12/01/2023

  Hello ******,

  I am sorry to hear that one item that you purchased was delayed. FramesDirect.com does stock some, just not all items listed on our website. Some items are shipped to us directly from the frame brand manufacturer facility when you place your order with us. This is what keeps our prices low. I apologize that we cannot provide anything other than estimations but we do notify our customers as quickly as possible if the item that was ordered turns out to be delayed. Our representatives were providing you with the most up to date information that we had from the manufacturer regarding that item. Your order was placed on 11/24/2023 and you were advised of the backorder via e-mail two business days later, on 11/28/2023. 
  
  Average processing times for prescription eyeglasses is ***** business days plus shipping time, but some products or brands take longer to process than others. Additional information can be found here: ******************************************************************************;
  
  I am sorry that you felt there was a delay of receiving a response back when sending emails to customer support. Black Friday/Cyber Monday is one of our busiest weekends of the year and emails were being answered as quickly as possible. Our response time for most email replies is 1 business day, not including holidays or weekends.  
  
  I see that your order is in process. One item has already shipped to you and the other is the backordered item. I will have a manager reach out to you regarding your comments. 
   
  Regards, 
  ****** L