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:11/27/2023

  Type:Product 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 a pair of glasses from Framesdirect.com, Order# ******* Once the glasses arrived, I noticed they did not match the image on the website.I reported this via phone to their customer service.I was told I had to pay to return the glasses, and if the error was verified I would be reimbursed for the shipping.Framesdirect.com initially claimed there was no error, and had updated the photo on their website. I sent them screenshots of what was previously on their website.They then admitted to their error.They are refusing to reimburse me for the cost to ship the product back, which their representative told me I would receive.

  

  Business Response

  Date: 12/01/2023

  Hello ****,

  I'm so sorry that you are not happy with your FramesDirect experience. I have located your order and informed the Customer Support manager of your concerns and your desired settlement. Someone will be reaching out to you as soon as possible.  
  
  We appreciate your patience and thank you for informing us about this.  
  
  Regards, 
  Leslie 

  Customer Answer

  Date: 12/08/2023

  I have been credited for my cost of return shipping. However, the business policy to not cover it by default for something that was clearly their error, and caused me a substantial amount of extra effort is unfounded. It should not come to this level. It is a poor experience for me, and only results in negative reviews and complaints for the business.

  They should highly reconsider this process of placing the burden on customers.

• Initial Complaint

  Date:11/17/2023

  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 am having an issue with Frames Direct who is lying and saying there was a charge back from Klarna from a man named ****. I placed an order 9-6-23 and it was very late other than that the order came and it was ok. I was in shock and I called Klarna who the original purchase was paid through and they stated that that is not true there were no chargebacks or anything. They sent me an email explaining this. In my conversation with **** he told me that ****** who does there accounting is the same one who handles these BBB complaints and she would have to look into the matter. Again I only found out about this because I called into ask about a $20 reward that I had and wanted to place another order. I was insulted by **** who insisted I was not telling the truth and this lady ****** was the one who handles these types of things. Well I explained to **** that I really need this resolved asap as I need to order my contacts I was going on vacation and this was holding me up. He did not seem to care and wanted me to do his or ******** job which I am not!!!!! I am not happy and will be leaving a negative review as the way I was treated noone should have to be treated like that!!!

  

  Business Response

  Date: 11/28/2023

  Hello ******,

  I am so sorry that you are unhappy with your experience with FramesDirect. I again reviewed your account and orders with our management team. I understand that you disagree that a chargeback was filed on your previous transaction. I see that you spoke with the ******** Service Supervisor regarding this. The information he provided to you was correct. A dispute was received from Klarna regarding your previous order. While FramesDirect may have won the dispute and received the funds for that previous purchase, filing a dispute, regardless of the outcome, has multiple negative consequences, fees, and causes other issues for us as the merchant. Because of this, once a chargeback/dispute is filed, we no longer provide any services to that individual. It sounds like you did not know that filing a dispute would have this repercussion, however, you filed a second dispute with ****** just recently that is still active. The supervisor had attempted to help you resolve the issue with your cooperation but you declined the assistance. I again apologize for any confusion you had and regret that we were not able to resolve this to your satisfaction. 

  Regards,

  ******

  Customer Answer

  Date: 11/28/2023

  I am rejecting this response because **** told me that the dispute was open when I first initially called. In fact that was a lie. It was closed because I did receive the contacts and let them know that I received the contacts. My order was almost 3 weeks behind and I could not get an answer on when they were coming in, so that is why I filed the initial dispute. The second dispute was because **** stated the money was a chargeback and I had to prove that him saying that was inaccurate information and they even said and sent me an email stating you were paid in full there was no chargeback. So with that being said I just wanted the truth about the dispute and I knew that you were paid for the lenses because as soon as I got them I notified them. I want the status of this dispute that is open to be resolved and **** to stop saying that the company did not get the money because the lenses were paid by me in full.I would like to know the fees associated with any of this that the merchant received. 

  

  Business Response

  Date: 12/01/2023

  Hello ******,

  I will have a Customer Support Manager reach out to you regarding your additional questions. Regarding closing the current dispute, that can only be done by you. The merchant cannot close a dispute opened by a customer. If you wish to close the dispute, please reach out to Klarna. 

  Regards,

  ******

  Customer Answer

  Date: 12/01/2023

  I have reviewed the business response and accept this resolution. Why didn't anyone contact me if there was a problem I would have fixed it immediately. I know the order was paid for and I was trying to tell **** but he said no it wasn't. The way it was handled in an accusatory way made everything so much worse. I had no choice to file a new dispute as **** said the contacts were not paid for and I offered to get the company on the phone with him and he refused. Either way there was confusion and the that is why they filed the dispute with me because **** stated I owed money for the order. All I wanted to do was to order my lenses from Frames Direct. I was told I was not allowed to be a customer again. etc. This unnecessarily caused problems and cost me more money than it should.

• Initial Complaint

  Date:10/29/2023

  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.

  On Oct. 21, 2023 I ordered a new pair of eyeglasses. The company billed my credit card for the purchase and issued the attached invoice. The amount charged for the merchandise is correct. The amount charged for the sales tax is incorrect. The company charged 1% too much. The company, which is in a different state than I am, apparently based its tax calculation on the assumption that I lived in a different taxing district than I actually do. In the ******** Gateway CID, the tax rate is ******%. In ********, outside that limited district, the tax rate is *****%. That is where I live - outside the ***** and *****% is the sales tax rate that is therefore applicable to my purchases. The ******** ********** of ******* has an online calculation tool which allows one to verify the applicable tax rate by street address. It confirmed that the tax rate I should be charged is *****%. I provided this information to the company, along with the ******** city website further confirming the *****% rate. The company refused to follow the ******** state and municipal authorities and insisted, without citation to any source beyond its own personnel, that it was *********** collect the higher amount. The company is not authorized to charge as a tax more than the law specifies. When I told the company I wanted to proceed with the purchase, which I had already made and been charged for, but simply wanted them to refund the unauthorized amount of sales tax, the company advised me that it was unilaterally cancelling the contract on the grounds that it had decided that I was not a "good fit." The terms of the agreement do not authorize the company to unilaterally terminate on that basis, and the company is now in breach. I would like the company to honor the contract, as I have; provide the glasses I ordered and paid for; and simply refund the excess sales takes it erroneously charged. The overcharge is $3.61.

  

  Business Response

  Date: 11/01/2023

  Hello *****,

  I am sorry that you disagree with the sales tax rate. Sales tax is calculated by zip code associated with the shipping address provided by the customer and the % is provided by their respective states. Your state has provided this tax rate directly according to the zip code provided and has collected this sales tax amount from FramesDirect. However, we will again review the tax rate provided and ask if there are any updated tax rates that were not provided by the state. I see that your order has been cancelled and you have already been refunded in full. Thank you for the information.

  Regards,
  |******

  Customer Answer

  Date: 11/02/2023

  I am rejecting this response because:   It is incorrect. The State of ******************** of ******* provides a publicly available sales tax look-up tool to verify applicable sales tax rates down to the specific street address. I have furnished FramesDirect with the links to access that  tool. The ******** ********** of ******* plainly shows that the rate to which I am subject is *****%. The higher ******% rate charged by Frames Direct only applies to a limited special district within Olivette. I do not live within that district and am not subject to that higher rate. Because both my address and the special taxing district are within the same zip code there can be confusion when a company uses only the zip code to calculate the tax. The ******** ********** of *******s look-up tool is designed, in part, to eliminate this confusion and insure that merchants collect the correct amount. Simple reference to that tool would have prevented this dispute. 
  

  I did not cancel the order. It was unilaterally cancelled by FramesDirect on the grounds that I was not a good fit.  I am a repeat customer of the company. The only basis for its determination that I am not a good fit now is that I complained about its persistence in overcharging me for sales tax on this transaction. Significantly, every other company I have dealt with has managed to avoid FrameDirects calculation mistake. I did not want a refund. I wanted the glasses I ordered at the price FramesDirect offered, taxable at the correct rate as determined by the ******** a ********** of *******. 

   

  

  Business Response

  Date: 11/07/2023

  Hello *****,

  We have already requested that the appropriate parties as well as the other 3rd party entities related to the tax department re-review the issue and take any necessary action. There is no other action that we can take at this time. They will be handling it.

  Regarding the cancellation reason, I reviewed your order again and I see that the order was cancelled not because of the complaint about the possible tax discrepancy, but because of the threat of legal action against the company. We take chargeback threats, legal threats, or any threats against the business or our staff seriously and are not able to continue to conduct business transactions with those who do this. This is common practice and many businesses do this for the protection of their company. However, I will have the Customer Support Manager re-review your request. He will be in contact with you as soon as possible. 

  Regards,
  ******

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair 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.

  Order Number: ******* - FD Date Ordered:Tue, Mar. 07, 2023 9:22 Ordered Maui *** eyeglasses off of Frames Direct Website doing a search on progressive type. I found the ones I liked and proceed to checkout. Before checkout you are presented choices to have the glasses prescription made from FD or to purchase with just the clear glass. Which I chose at no time did I see anything saying that if you later had the glasses made in to a prescription by an eyeglass company that it would void the warranty of the product. When I purchased the frames I was under the impression that they had a 1 year warranty. After filing for replacement I am being told that the manufacturers warranty is void or it doesnt look like something they would fix. After looking around the companies website I noticed all the Maui *** eyeglasses are gone. When I called customer service I got this strong push back that I had voided the warranty of the manufacturer of the frames and having an eyeglass company put in glass at lower price $440.00 compared to FD $800??? Something. Anyway during are discussion he said that they keep no stock and buy direct from the manufacturer and later he said the manufacturer no longer makes this product line so the frames are unavailable. So now I have a pair of broken glasses that I have a active warranty with Frames Direct. But cant get another pair of the frames and they are using the manufacturers warranty on the website of Maui *** not FD to say oh well. Right now I would be happy if you just let me pick out comparable frames and you throw in filling my progressive prescription. You should have ask corresponds and hopefully with the one call in which I asked for a manger call back and never received.

  Customer Answer

  Date: 10/01/2023

  I have been contacted by a supervised his name is ******************* is helping me with the issue. I asked him for a comparable frame as *********** no longer makes the produt and 75% offl lens as I had paid outside optometrist to do my other glasses. As of yet I received a email to return the the broken frames to have lens removed and returned. Then we could discuss the replacement. 

  

  Business Response

  Date: 10/04/2023

  Hello ******,

  Thank you for contacting the Better Business Bureau. I see that you are already in contact with the Returns Manager. He is actively working with you to find a suitable resolution that you and he can agree to. 

  Regards,

  ****** L 

  Customer Answer

  Date: 10/05/2023

  My response question is that I am still working with the returns manager. As of yet he has not given me a replacement response. He has only sent me a return label to send my broken glasses in and they will return the lens. Which I sent in yesterday 10/4/23. So I am still in progress with my replacement. Im still requesting comparable frames and a very good deal for lens replacement. 

  Customer Answer

  Date: 10/09/2023

  I am rejecting this response because:   
  

  As of yet I have only received an offer to have my frames *** to them to have lens removed and sent back. Which I have done and today10/9/23 got a email letting telling me the frames had been received.  I then emailed **************** To let him know and to ask how we should proceed. 
  

   

  Customer Answer

  Date: 10/10/2023

  Frames Direct 

  Has taken my old glass's back and state they are being inspected. I emailed ****************  The supervisor and asked about our next step.

  He asked for the glasses and information to make a new pair Including my prescription. 

  So now i am awaiting his response

  Customer Answer

  Date: 10/19/2023

  Please close this complaint as a satisfied customer. **************** Did a wonderful job once the ball started rolling towards getting me some replacement frames and lens. Thank you FramesDirect. 

  

  Business Response

  Date: 10/20/2023

  Hello ******,

  I am sorry to hear that you have rejected our last response. I took a look at your order and I see that our Returns Manager has been working diligently with you since 9/26 and you have confirmed that the issue was resolved to your satisfaction on 10/19. If there is still an issue, please let the Returns Manager know.

  Thanks,

  ******

  Customer Answer

  Date: 10/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/21/2023

  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.

  A bit of bait and switch: Needed new lenses only, for a glasses frame previously purchase from them (www.framesdirect.com). The frames were advertised as 60% off (one of the reasons I decided to go with them and not e.g. my local optometrists). So I sent my frames in via ****** signed deliver with insurance (all at my own expense), as framesdirect.com requested. After waiting a considerable period of time (well after ***** showed my frames as delivered to them), someone from framesdirect.com calls me to say that, while they can use my frames and just replace the lenses, it would be cheaper to just purchase one of their own frames. I asked them how could that be? I price lenses out already (I saved a screen shot by the way) and it said it's 60% off; how could it possibly be that using my own frames (which I previously purchased from them by the way: order ******* - FD) and adding lenses at 60% off would be more expensive than puchasing the same frames all over again, with new lenses. They replied that the 60% off lenses is only for new frames purchased. Nowhere was this clearly stated anywhere in the forms I completed when sending my frames in nor stated to me at all when I corresponded with them over the phone. So they returned my frsmes to me without fulfiling the new lenses at the website-advertised 60% off, and I am out the considerable ***** delivery charge. This practice is deceptive. I would look like framesdirect.com to fulfill their end of the deal and fit lenses into my existing frames at the price stated on their website or, although not ideal, reimbursement for the cost of shipping my frames to them to then bait and switch.

  

  Business Response

  Date: 08/25/2023

  Hello *******,

  I do apologize for any confusion regarding our current 60%off lenses promotion available on our website. I reviewed all information on the website and all communication between you and our representatives. The information provided to you is correct. The frame you purchased back in 2019 is not eligible to use the current 60% off lenses promo code to replace the lenses only. Your original purchase of this frame had already included a lens promo back in 2019.

  The current website-advertised 60% off lenses promotion states you can receive a 60% discount on the price of lenses and add-ons with the purchase of eyeglass or sunglass frames, along with additional restrictions. The restriction and requirement information regarding the promotion is available on the website here: ***********************************************************************************************

  60% Off Lenses & Add-Ons: LOOK60

  "Get a 60% discount on the price of lenses and add-ons with the purchase of an Eyeglass frame or a pair of Prescription Sunglasses.Frame purchase required. Offer *** not be used on contact lenses or any Gunnar,***********, Rec Specs Liberty Sport, InSpatialRx, ******* Stories, or VirtuClear products. *****, ******, ******** Engineering, ******, and Zeal prescription sunglasses are also excluded. Promo code valid before any shipping costs and/or any applicable taxes are added. Cannot be used in conjunction with other offers or price match guarantees. Ends Aug 30 2023 11:59:59 PM Central Time."

  I reviewed all website documentation and forms regarding purchasing lenses only and there is no conflicting information. The framesdirect.com website does not state that this promotion can apply to lens only purchases and there is no information on the website regarding any current promos for lens purchases only.

  Unfortunately, the 60% off lens promo code cannot be applied to lens only purchases and we are not able to refund the shipping cost you incurred for sending in the frames you owned. I see that your frames were shipped back to you on 8/3/2023.

  I do apologize that we are not able to assist you in the manner that you had hoped.

  Regards,
  ******

  Customer Answer

  Date: 08/25/2023

  I am rejecting this response because:   this is deceptive. During my purchase transactions, you presented me with 1. Offer to purchase lenses at a discount price and to bring my own frames.  (First opportunity to cite the promo disclaimer page /terms you are currently/ suddenly citing.  2.  Your website said call first to be sure my own frames will be accepted to fit new lenses (second opportunity to mention the disclaimer). 3.  I then proceeded to download and complete the requisite forms to send in my frame.  The forms had some detailed instructions and I seem to recall some disclaimers example around how to send and handle my frame and any liability for damage, but it said nothing about the disclaimer on the promotion (third opportunity).

  

  Business Response

  Date: 08/30/2023

  Hello *******,

  Thank you for the additional information. I did not find evidence that FramesDirect provided you with an offer to bring your own frames and receive a 60% off discount on the lenses as you mentioned. I reviewed the screenshot you provided in this complaint and it a image of your cart with a frame and lenses purchase, which does qualify for the 60% off lenses promo code. That promo code is automatically applied for you when the items you add in your cart qualify for it. If you removed the Prada frames from your cart, that lens promo would not work as that is not possible. That promo code is only there because of the purchase of the frame with lenses in your cart. If you wish to purchase the frame and lenses combo just as you show in the screenshot of your cart, you can certainly do that, but that 60% off lenses promo does not apply to purchases without the frame included in the purchase. I also reviewed all e-mails and calls with our representatives and that offer was not presented to you. I have informed the Customer Support Manager of your concerns and he will be reaching out to you to discuss this further. 

  
  Regards,
  **************

  Customer Answer

  Date: 08/30/2023

  I am rejecting this response because:   I am not doing this back and forth where what I said is twisted.  I will not repeat what I said.  Please read more carefully my prior statements if you wish.  Again I reject your response as your sales approach is grossly misleading.

• Initial Complaint

  Date:08/14/2023

  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.

  Was a customer for over 10 years Was a customer for over 10 years. This year I buy a pair of glasses. It arrives. Comes with warning label. This has digital filter it may not work for you. Return if it does not...Well I returned it... no refund...I call Am told that I don't get a refund and glasses are with manufacturer and told have a nice day.I say I want my money they say no I say connect to supervisor or I'm calling the bank. Connect.Oh that agent was misinformed you do get you money back here Wel after ordering glasses after glasses with no issue I am now banned... really. Because I mentioned I would go to the bank cause your one agent was miss informed. And you were gona commit fraud... common I even reached out to the manager who managed the lady who reported me and was trying to commit fraud and got this As we discussed, I needed a chance to discuss your file with the person that manages the department that makes these ultimate decisions. Unfortunately, the current decision remains.Although framesdirect.com is owned by a very large company, we still operate and function as a small company. As such, we sometimes make difficult decisions on whether or not to continue certain business relationships. In this case, after a thorough review, we are unable to continue with any new orders.stay clear

  

  Business Response

  Date: 08/14/2023

  Hello ****,
  
  My name is ******. I am the Fraud/Risk manager of FramesDirect.com. I reviewed your account your orders with our management team. With all due respect, this complaint does not give an accurate representation of what happened, but I understand that you are upset with decision that FramesDirect will no longer continue a business relationship with you. We take chargeback threats, legal threats, or any threats against our business or our staff seriously and do not continue to conduct business relationships with those who do this. This is common practice and many businesses do this for the protection of their company. This decision is final and not up for review. You have already been refunded all remaining in store credit back in May. No further credit is due.
  
  We wish you well and hope you are able to find another retailer for your eyewear needs.
  
  Regards,
  ******

  Customer Answer

  Date: 08/14/2023

  I am rejecting this response because: this is the same cookie cutter response that she's also pasted on reviews where she's also stated that I somehow lied and that I only threatened to file a chargeback for no reason which no one does that your company was committing fraud and was trying to steal $300 from me. Had I not said get me a supervisor or I'm going to file a chargeback with my bank so I can get this straightened out you would have stolen $300 from me because you had the glasses and you had the $300. So I'm entirely confused why you think this was just a random threat your supervisor of the returns department agreed with me and got me my money back had your supervisor of your returns department not found me Justified he would not return that money I got the money back when I went to place another order and found out that I was not allowed to make any more orders I called him and he was shocked because he took care of it and then he reached out to you guys trying to get me able to still purchase and then he sent me an email denying it so I am very confused because this is a very straightforward situation you even have a manager who addressed the issue and took care of it and found everything Justified and you guys are trying to make this like I'm trying to slander you guys when I am stating everything that happened yes I am stating I stated a chargeback but that's because I return glasses that were manufactured wrong they had a label from the manufacturer saying that they have their own stuff and it was likely not work for a lot of people it had a warning label on it for ******** sakes so I am very very very confused why you're saying that I'm not when I'm actually giving a ton of details

  

  Business Response

  Date: 09/15/2023

  ****,

  Thank you for your additional comments. I have again thoroughly reviewed all communication associated with your orders. I have confirmed that the item you attempted to return was not eligible for a return due to it was outside the return window timeframe. I confirmed that our ****************** Manager explained to you that your item was not eligible for a return due to the time that has passed since the merchandise was received and that accepting that item back was a courtesy extended to you. The agent you were previously speaking to made no mistake.

  On 2/14/2023, you made a purchase of a ************* The item you chose was out of range for your prescription so you exchanged for a different frame and a new order was created on 3/10/2023. The item shipped to you on 3/22/2023. On 3/28/2023, you contacted us stating that you were having issues with your lenses for the ************ you purchased. At that time, a prepaid return label to return the item was emailed to you. We did not hear back and the item was never returned. The return label was never used. Almost 2 months later, on 5/22/2023, you contacted us again asking for a new return label. At that time, you were outside the return timeframe. The return policy listed on the website is available here: *********************************************************************

  The agent saw that the timeframe to return the item was up and explained that he would need to speak to his leadership team due to this fact. At that time, you began to make chargeback threats, lawsuit/complaint threats against the business, and became verbally abusive to the agent you were speaking to. Your phone call was transferred to the manager of the ******************. The manager explained to you that we would accept the product back as a courtesy.

  FramesDirect.com does not allow this type of treatment or threats towards our business. I understand that you do not agree with this and would like your account reinstated. Regrettably, the decision stands. We are unable to reinstate your account.

  Regards,
  ******

  Customer Answer

  Date: 09/16/2023

  I am rejecting this response because:   

• Initial Complaint

  Date:08/02/2023

  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.

  I ordered frames from Frames Direct mid July 2023 and was informed by the customer service representative they were available despite my concerns from another online retailer that the frames were discontinued by the manufacturer. I received this response from customer service rep on 7/14:I am not sure who you spoke with regarding this frame. Frames Direct is owned by Essilor Luxottica. Luxottica is the company who makes the Oakley brand. The Oakley Tie Bar frame is an outlet price frame. Frames Direct is the only company that Luxottica owns that is given the opportunity to sell outlet frames. We have not been informed that this frame model is discontinued. All the colors are currently showing as backorder. If this frame model is being discontinued we have been informed yet.Instead of confirming with the manufacturer I was informed today 7/26 that the frames are indeed discontinued. While this is not the fault of the vendor- they could have confirmed weeks ago that this was no longer available and I could have looked elsewhere.

  

  Business Response

  Date: 08/03/2023

  Hello ****,
  
  I am sorry you are not happy with your shopping experience. We were informed by Luxottica that they ran out of the remaining stock of this discontinued/outlet item on 7/25. We informed you as soon as the cancellation was processed, the next business day. You have already been refunded in full. I see that you are requesting contact by the business. I have informed a Customer Support Manager of your request. He will be reaching out to you as soon as possible. 
  
  Regards,
  ******

• Initial Complaint

  Date:06/13/2023

  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.

  I purchased a pair of glasses from FramesDirect.com for a total of $142.62 (that is including taxes and shipping fees). I was contacted by FramesDirect and was told that the item was delayed. A few days later, I was contacted again to be told that the item was no longer available in the color I chose, but I could pay more for an alternative color. When I look online, the original item I bought is still available to be purchased. I asked if they could fulfill this order at no additional cost from my end, they have refused. They want to offer me 10% off of the original cost, which is roughly $200 more than what I paid. I don't know if this is a money grab scheme, or if they genuinely had canceled shipments by the manufacturer, but in either way, they have the product on hand and refuse to send me it even though I paid for it. They are offering a refund now that I have complained but I just want to product I bought at the price I bought it.

  

  Business Response

  Date: 06/14/2023

  Hello *******,

  I reviewed your order and I see that this order was fulfilled and your item shipped on 6/12 and was delivered to your shipping address via *** on Wednesday, June 14 at 11:38 A.M. at Front Door. 

  Regards,

  ****** - Operations Manager

• Initial Complaint

  Date:06/13/2023

  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.

  I ordered a pair of *********** Stories with matte black frames and grey lenses. I was notified a few days later that the product was backordered but delivery was going to be in a few weeks. I was then notified that ********** no longer offered the matte black frames so I should pick another frame color. I gave two other frame color options. I was then told that matte black was an available frame color, but I would have to pay an extra $247 for the order. I was told the matte black frame was more expensive. I just want my order fulfilled at the price of the original order. Seems like a bait and switch scam to me.

  

  Business Response

  Date: 06/14/2023

  Hello ****,

  I reviewed your order and all communication with the FramesDirect.com representatives. Your order could not be fulfilled because stock ran out of the outlet item you originally chose and you have already been refunded in full. The ******* Stories RW4002 - Stories Wayfarer with the Matte Black / Dark Grey Lens (601S87) outlet/sale item that you originally chose has been discontinued per the ******* manufacturer, Luxottica. This item has already been removed from our website. This was removed when Luxottica informed us that the item was no longer available. We offered the option to exchange to any other item, and also provided you the other remaining colors available in this model, both full price and outlet price items. You had stated that you still wanted a matte black frame, and so the only option available in this model with a matte black frame color is the the Matte Black frame but it has a different lens color than your outlet item. It is the Matte Black frame and Clear-Grey Transitions (601SM3) lens color, which is not an outlet item and per Luxottica, we cannot discount this item to match the discontinued outlet item. You had informed us that you did not want to exchange to that item due to the price difference and so your order was cancelled and you have already been refunded in full. I resent you your order invoice via email showing your refund that was processed on 6/9.  

  Regards,

  ************** - Operations Manager

  Customer Answer

  Date: 06/14/2023

  I am rejecting this response because:   I was never told there was a replacement frame color that was the same price as the original order.  That was never communicated to me.  I ordered black matte and was told it was not available and then was told its available with a more expensive lens.  You could have changed out the lens to keep the price the same.  It feels like a bait and switch scam.  I did receive my refund but I don't believe this business is honest.

• Initial Complaint

  Date:06/08/2023

  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.

  I ordered glasses in October 2022 not knowing the frame would Brake in the same place 5 time causing me To be inconvenienced with no glasses when i need them 24/7. This last time the arm was loose and they are refusing to rectify the issue . It has not been a year yet and i have had nothing but trouble with these glasses . BE WARNED if u buy glasses and have a issue they will find a way to back out of responsibility..ive been a loyal customer over 10 years , i will no longer support this company . I still dont have my glasses..: order # *******

  

  Business Response

  Date: 06/14/2023

  Hello ****,

  I reviewed your account and all of your orders with our customer service management team. With all due respect, this complaint does not provide an accurate depiction of what happened. Our decision to not replace or refund your frame that had obvious accidental damage stands. I understand that you disagree with that decision but the decision was final and not up for further review. Your frame has already been shipped back to you. 

  Regards,
  ******