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:04/01/2025

  Type:Customer Service 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 waited over a month to get my frames only when they arrive taking them out of the box they looked used everything was scratched looked like someone just put them on and sent them I need my frames my eye glass apt is due and I need to have my frames because they are going to add the lenses for me I am very very angry i need my money back 100% refund with out sending the item back thats just not proffesional what they pulled and said the item was lost in transit idk what this business is is shady

  Business Response

  Date: 04/02/2025

  Hello Syvanna,
  
  I do apologize if you feel like we were unable to assist you, I can assure you that was not our intention. In your initial contact you stated you'd like a replacement. This item is not in stock at our warehouse and would need to be reordered. There would be an additional processing time. Seeing as you are requiring the item sooner and are unable to wait for it to arrive, we're more than happy to issue you a full refund upon return of the item.
  
  Please use the return label that was provided by the previous representative. Once the item arrives we can issue you a full refund.

  Thank you,

  Designer Frames Outlet

• Initial Complaint

  Date:04/01/2025

  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 ordered Designer Frames from here. I was concerned that they were selling fake designer frames so I contacted customer service. They said all ********************************************* come with the original designer case and box and if they didn't, I could get a full refund. They came with a generic case, which to me screams fake. When I contacted customer service, they said the case was "damaged" and that's why a generic case was sent. When I asked to return them, I was told sure, no problem and quoted $159.10 as a refund, however, my refund was only for $113.90

  Business Response

  Date: 04/02/2025

  Hello *****,

  Thank you for your message and I do apologize if there was any confusion with our return policy, which was discussed with you in previous communication. In your original contact you did inquire about whether or not the item came with a branded case. We did indicate that most items do come with a branded case, however, in occasions when one is not available they will come in a generic.

  When asked if you'd be eligible for a full refund on the order if you do not receive a branded case our representative went over our return policy and refund eligibility and clearly stated that receiving a generic case would not warrant a full refund. I've attached screenshots of the communication with the pertinent information highlighted for you to view. 

  We offer 100% refund on the frame and 50% refund on the custom lenses if you choose to take your refund back to your original method of payment. If you choose to go with store credit, you are then eligible for 100% refund on the lenses. Because you selected to have the funds sent back to the original method of payment, there was a deduction on the frame. The total withheld was not related to the return of the frame and case, for which you did get a full refund on. The deduction was due to the return of the lenses.

  If you have any other questions or concerns please don't hesitate to reach out.

  Designer Frames Outlet

   

   

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23146366
  
  I am rejecting this response because: When I selected my refund, twice, I was told my refund would be $159.10. I had also attached screen shots. It was never mentioned that I would receive partial refund for the lenses. Only that I would not be reimbursed for shipping.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/29/2025

  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 business made my lenses wrong just as I described to them and they didnt respond, ignoring the very issue that caused my last pair of glasses to crack due to ill-fitting lenses. I reached out three times and they ignored me completely. These lenses do not fit properly in my frames and I want replacements or a refund.

  Business Response

  Date: 03/31/2025

  Hi *******,

  I am sorry to hear about the issues with your frame. It looks like a couple of our representatives have replied to your email communication requesting photos of the frame but we have not yet received a response. It is possible the messages ended up in your junk/spam folder as sometimes they go there.

  With that said, we will reach out again in a separate email to follow up with you. If you do not receive it please check your junk/spam folder and get back to us as soon as possible so we can work to get this resolved for you asap.

  Thank you,

  Designer Frames Outlet

• Initial Complaint

  Date:03/26/2025

  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.

  I ordered glasses that never shipped. When I contacted customer service they claimed that the glasses were "lost in transit" from the supplier. I was not offered a refund. When I checked ****** reviews of their physical store in ***********************************, I discovered many customers have been similarly defrauded.

  Business Response

  Date: 03/27/2025

  Hello ****,

  Thank you for your message. I do apologize for any issues with your order. I've had a chance to review your order and communication and I do see that our staff notified you of the issue with delivery at which time you requested to cancel the order. A full refund has been issued.

  In regards to our reviews on ******, we have been in business successfully for over 15 years. Out of that time we received a total of 9 ****** reviews which does not provide an accurate depiction of the service that we provide to our customers. 

  For a more accurate idea of how our customer's feel we recommend you take a look at Shopper Approved, which is currently sitting at a 4.7 out of 5 stars. 

  Additionally, as you've contacted us through the BBB which would indicate it is a trusted site for you, we are currently at 4.56 out of 5 stars - a nearly perfect rating. 

  We work hard to provide our customers with the best service possible and apologize if you feel this did not happen in your case. If you would like to give us another try in the future, please don't hesitate to reach out and we'd be happy to work with you!

  Designer Frames Outlet

  Customer Answer

  Date: 03/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly satisfactory to me. Perhaps the ****** reviews gave me the wrong impression, but they are nevertheless concerning. In my case, there is no way for me to confirm whether the incorrect shipping date was a good faith error on the part of the company or false advertising, since I have no way of knowing whether the glasses were really "lost in transit." I also wasn't told when to expect a replacement when I raised the issue.

  While I appreciate the refund, it should have been offered independently of my reaching out to BBB. Still, I respect the company's effort to make amends and the civil terms in which they have have engaged on this issue.

    
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/14/2025

  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.

  After weeks of waiting for my order i have received my sunglasses with a transparent lens from ************************. I have put in my order as Lens Color:Transitions Grey.I need to understand how will you make this right by me as soon as possible. I need my glasses as i ordered immediately as paid 200 dollars for this.They do not have a phone where they can be reached.

  Business Response

  Date: 03/25/2025

  Hello *****,

  Thank you for your message. I am sorry to hear about the issues with your order. I was not able to locate any communication from you regarding any issues with your order, however, I do see that you submitted a return request for store credit.

  Your return was processed and your store credit has been issued. Please check your emails for the code associated with your credit.

  If you have any questions or concerns please reach out to us at **************************************** and we'd be happy to assist you.

  Designer Frames Outlet

• Initial Complaint

  Date:03/12/2025

  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.

  bought these sunglasses thinking they were original. The VERSACE letters on the sides are faded on the right side. I have attached a picture for your review. I demand a full refund . MY sunglasses are NOT original. The glasses are a counterfeit product.

  Business Response

  Date: 03/13/2025

  Hello ****,

  I am sorry to hear about the issues with your frame. I can confirm this item is 100% authentic. It was ordered direct from the manufacturer of the Versace line of eyeglasses.

  With that said, I see you're in communication with one of our representatives regarding your return request and a prepaid return label has been provided.

  Once the item arrives back at our facility, we're happy to get you a refund issued.

  Thank you,

  Designer Frames Outlet 

• Initial Complaint

  Date:03/04/2025

  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.

  It took almost two months to receive order. And they are absolutely a knock off. I wore one time and got such a migraine as despite ordering blue light blocking lenses, they do not put those in. The prescription was also not correct, as I took to my eye ** to confirm. ***** customer service, you cant call and speak to anyone (this should be a red flag alone in whether the company is legit)

  Business Response

  Date: 03/13/2025

  Hello,

   

  I am sorry the item did not meet your expectations. All of the items we sell are 100% authentic, however, if you are not satisfied with your purchase we are happy to have you return the item for a full refund. 

  I went through emails and was not able to locate any communication for you stating there were any issues and did not locate a return request. Generally, if you reach out to us beforehand we can facilitate the return process directly rather than through a third party which usually makes the refund process a bit faster.

  
  With that said, I've attached a label for you to send the item back with. Once it is returned we can issue a refund.

   

  Thanks,

  Designer Frames Outlet

• Initial Complaint

  Date:02/13/2025

  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.

  I shipped two pair of Oakley glasses air drop frames to this company for replacement lenses for single vision prescription. They mailed me back only one of the two pairs yet I paid for two! Its been almost a week of daily emails, Ive spent hours on live chat and not one person has contacted me back about the issue! The customer support line is down due to staffing issues and the company claims an 8hr reply to issues. Its now day four and all I get are crickets! Im out 250 bucks on frames and 50 bucks for replacement lenses!

  Business Response

  Date: 02/18/2025

  Hello ****,

   

  I sincerely apologize for the issues with your order. I was able to see that one of our representatives has been in contact, as of 2/14, to notify you that we're happy to reorder the frame for you but it is currently backordered. If you'd like to wait for the backordered frame to come in we can get that going for you now or we can have you select a different color/similar frame that is currently available. 

   

  Please check your junk/spam folder and respond to the email at your earliest convenience so we can get this completed for you asap.

   

  Thank you,

  Designer Frames Outlet

  Customer Answer

  Date: 02/23/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/17/2024

  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.

  I ordered prescription glasses Dec 4 and they were suppose to ship Dec *****th. Estimated Delivery date Dec 17-Dec 20th.I called yesterday, Dec ***************************************************************************** 2 days.Order still remains in process and was not sent ******* when I called the customer service number it goes straight to operator, they states, I am calling outside work hours meanwhile they are open, I have emailed them, attempted to live chat on their official site. This place is a scam and got my money.

  Business Response

  Date: 01/02/2025

  Hello Jasenya,

  Thank you for your inquiry. I do apologize that you have not been able to get through to us via phone. We are currently short staffed and have limited agents available to answer calls. We do try our best to get back to all email and chat inquiries as quickly as possible.

  I do see that one of our representatives responded to your chat and provided tracking:

  ********************************************************************************************

  Your order was successfully delivered to the address on file on 12/20. 

  Designer Frames Outlet

  Customer Answer

  Date: 01/02/2025

   
  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.
  
  Sincerely,
  
  Jasenya ********

• Initial Complaint

  Date:11/11/2024

  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 frames from this company yesterday. I decided I didnt want them, and on the website it says if you ask to cancel the order within 24 hours they will issue a full refund. I immediately emailed them through their website, and got an automatic reply saying I would hear back within 8 business hours. I then went on their chat today, having not heard back, and got a preliminary response. Its now been hours since then and no one is responding to my chat or email request. I have sent another email requesting information, but havent heard back. I tried to get a hold of them by phone, but I got a recorded message when I called saying that due to staffing issues they cant help me by phone, and to email or chat with them. I want a full refund, and after reading all of the other complaints Im concerned this is all a scam.

  Customer Answer

  Date: 11/13/2024

   
  My complaint (no. ********) has been resolved. The company has provided me with a refund via *******
  
  Sent from ***** ********* (*******************************)