Eyebuydirect

They sent the wrong prescription, I sent them back. They promised to replace then made excuses for 6 weeks, while sending me emails everyday asking me to buy glasses. Finally demanded a refund after to 10% off offers to wait. Will not trust them again. *****BUYER BEWARE ******

I purchased their "Advanced lenses" prescription glasses and in less than 2 years the lenses have completely lost their integrity and quality is horrid (foggy, scratchy, peeling on edges). I contacted their online support to see if anything could be done, the customer representative was very rude and basically shoved a discount code in my face and told me to just buy another pair. I am very disappointed as a whole by this company. I'm never buying from eyebuydirect ever again.

I had ordered two pairs of glasses on February 1st, to replace a broken pair of glasses. I would be happy with waiting even the maximum 14 days for my order, since I was excited for the new pair coming in, and didn't mind wearing the broken pair for a little while longer.

What I didn't expect was tracking the package coming from Austin to my hometown distribution center, only to be sent back to Austin to an unknown Post office, only to sit there for 7 days. Now it sits at a distribution center in Austin, 19 days after the order. There hasn't been any correspondence whether there was a mistake, and clearly there isn't any intention to honor the delivery times they stated on the website.

If you want a good replacement for your glasses, either intend to wait a whole month with eye buy direct, or order warby parker which at least has local stores and better quality and delivery.

I don't know if this happened before they were shipped or during handling but when my glasses got to me all of them were broken and falling apart! The lease was popped out of one, another pair was detached by the side. I was shocked. Only 1 pair was completely unharmed.

Their reply:
We are sorry to know that your Chistopol frame did not fit you perfectly.

Please be informed that we have a 14-Day Fit & Style guarantee which allows customers to make an equal exchange or return. As per checking, your glasses are beyond the warranty period.

My Response:
How in the heck do my words "lens keeps falling out" read as "frame doesn't fit you"!?!?!?

Our 365-Day Product Guarantee means Customers are eligible for a one-time replacement pair within 12 months. A one-time replacement pair will be only issued if there are clear defects in material and workmanship.

Their follow-up:
We understand that you wanted to have a replacement pair for your glasses.

For us to resolve this matter, we will make an exemption to give you a one-time replacement as you are important to us. Please be advised that you have to pay $5.95 for the re-shipping fee.
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This is whole thing is frustrating. All that I ever wanted them to do is honor their own policy and repair the glasses. At no point did I ask for different or new frames.

Either they cannot comprehend simple English sentences, or they are purposely being obtuse in order to avoid honoring their own policy.

This company is THE WORST. They pretend they have good costumer service but it's all false. They have new representatives responding to each email and those reps do not take the time to read the email thread from before then. How is anyone supposed to get anything resolved ever?

After finally finding a pair of glasses I liked and getting my prescription lenses completed, I was pretty satisfied. Then, about 2 months ago, the nosepads on my glasses started irritated me. They spot on my nose where they hit would be red and swollen and itchy. It has continued to get worse and worse. I reached out to eyebuydirect to explain the issue and ask if they have any suggestions or could be of any assistance. Their response is that the nosepads are made from plastic and since I'm over warranty (which is only 14 days), there's nothing they can do. And then followed up with a BOGO offer for Mother's Day. SERIOUSLY?! Take a look at the photos...

Not only do I receive terrible customer service with reps that have no attention to detail or even a similar view of products that the customer gets, but their coatings wear off after a year and the frames often break within a few months. It took 3 months to get one pair of glasses since I had to return the first try (which had warped), and they broke after two months.

DO NOT BUY HERE

In my first attempt at tryign to order from this company, both orders were "cancelled' with their 2 day shipping. No reason provided, no proper emails sent. Support acted like they were giving me an exception for a code for the 2nd order when it was their error. Do not rely on this website.

Tried twice to order 2 sets of glasses. Both time after many days passed, I checked the status and the order was on hold. When I reached out to them they said that either the frame or lenses were not available. They didn't try to contact me I had to reach out to them. I ordered these online, how can they not be in stock but available on the site? Twice this happened. I wouldn't waste my time with this company

I have ordered from zenni for years and never once had a problem with them giving me the wrong prescription. I decided to try eyebuydirect based on reviews; mistake. I ordered four pairs of glasses and they were all the wrong script, not to mention the thickness of the cheaper lenses is twice the thickness (which means heavier) of the ones I got from zenni for less cost. They agreed to take them back (thank you very much) in exchange for the correct ones (i'm still waiting to see if they will get it right this time). Then they tell me they are out of one of the frames, so I request money back on that pair, to which they refunded 2 dollars from a 34$ frame and another few dollars for the lenses, arriving at this number based on the revaluing everything I ordered,and coming up with some way of subtracting the various costs and discounts in some way that was not based on the original purchase order. Have found the whole process a major pain and am very disappointed, especially since the glasses come from china in the first place. Back to zenni for me

The sizing is not correct. I had three frames total and although listed as different sizes, they were not at all. Trying to get help was an absolute nightmare, and once I decided to just get a refund, they kept offering other things after I repeatedly said I wanted to return the glasses. I shipped them back last week and I still haven't received my refund.

I had an account with coastal and had to chat in because my profile was no longer accessible. Wasted 30 mins of my day.

Over the course of 6 months I purchased 3 pair of glasses. The first pair came in perfect although I do not like the look. I held them beyond the return date so I was not able to return them. I ordered 2 more pair using the same Rx. When they came in I could not see through either of them. The Rx on these were not only different from the original Rx but they were different from each other in the same order.
I did get a refund, short of the $1.96 shipping insurance.

I am currently STRUGGLING with customer service. As other reviewers have said, their "easy return policy" is anything but easy. After being told to donate one pair of glasses from my order and return the other, Eyebuydirect is now refusing to give me a full refund but only $25 out of my $125+ order. Obviously this is totally unacceptable but it is SO frustrating arguing back and forth just to get a company to follow their own basic policies. I would love for a competent service rep to help me with this.

There is a film on both lenses that makes it very tiring. Also they smudge instantly, I am constantly having to clean them.

I spoke to a representative on the phone and she said if I was unsatisfied I could return them within 14 days. Which usually means the goes back on the credit card. Since I believed that was the case I ordered a few pair to see which ones would look best and return the ones that don't. If I knew was that it only gets more credit then I would have only bought one or two pairs at a time.

Sadly, this is my second attempt at ordering glasses online and again, they do not fit and the pupillary distance is not right. I really love the frames though, so I will try one more time to get frames that fit properly and lenses that are correct. I think it's my measurements that are the problem as I am new to this. Also, the price is significantly less than I'd pay in a store, even with my insurance.

My first customer service experience was great. I will contact Customer Service again to hopefully get a proper fit.

I paid for 2 day delivery so I call on day 3 because I still don't have tracking. First person argued that I didn't pay for it even after I see it on my invoice. I'm put on hold and then hung up on. I call back now I am pretty much po'd. They then try to say that 2 day is only single vision ironically the web site says bifocal and progressive. Now I'm really hot because I'm expecting to have my glasses by now well they supposedly can't do bifocals or progressives in 2 days. They are supposed to refund the 19 and 47 because of their lies. If I get my glasses and they refund I may up their stars right now I do not believe they will. I will update later

The glasses are fine, but if you have to return something, be ready to lose whatever discount you may have received. For example, if your bill was $130 and the discount was $30, and your refund should be $50 for returning one product, they'll give you $20 back. You end up just overpaying for everything else, which actually makes it more expensive than if you were to just buy it on its own.

Awful. Mistake after mistake without even the slightest concern from the company.
Paid the 2 day shipping as the glasses I had broke so I've been unable to see. 15 days later it was still listed as being in the lab and hadn't even gone through quality control yet.
Wrote customer service and was dismissed with a script responce. After writing back and forth they kept giving me mixed information and finally said they put an expedite order to the lab but didn't even know where they were.
2 days later they show up without any updates or emails. Glasses quality were bad and whats worse is it was completely the wrong RX. Not even close!
Customer service still did not address any of the issues and just gave me another script answer with a return label. Nothing done to make this right.
Now I have to wait for 3 or 4 more weeks to get my 290$ refund in before I can go buy new glasses elsewhere.
Absolutely unacceptable. Reporting them to the Better Businesses Bureau.

I ordered a pair of glasses and they were "shipped" 10 days later. Unfortunately they shipped with USPS (never a good sign) and the shipment was held up. Today I called and they said that their records show that it was dropped off today (it wasn't) and I had to file a claim to get the refund. The problem is I am now leaving the country and will not be able to continue to "check my mailbox" as suggested by the service representative.

I paid for two day shipping and it took like two weeks to arrive in a beaten up box.

I ordered 2 pair of glasses at Eyebuy direct online on 11/29/2019. One for my wife and one for me. When my glasses arrived, I tried cautiously adjusted the right pad arm of the glasses then it snapped. I contacted Eyebuydirect customer service and sent me a replacement. Yesterday, 12/30/2019 the replacement arrived. When I carefully adjusted the left pad arm, it quickly detached from the frame. I contacted Eyebuydirect customer service and asked for a full refund but they rejected my request. I am disappointed by the low quality of Eyebuydirect's glasses.