After several attempts to contact the company, which only they respond through via their online form after several weeks, I was told they would not work with me and would only issue a partial payment because i had discussed this issue with my credit card company. I will NOT pay for a product that is defective. The company is trying to make is seem that I COULD NOT ADJUST to the lenses. I have worn glasses for 30 years and have never had a problem with adjusting to my lenses. As a matter of fact, I have NEVER in those 30 years complained about the quality of the glasses I have purchased EVER... not once until I ordered from Frames Direct... not once in 30 years. I am also now aware of ALL OF THE BAD REVIEWS with the exact same problem that i have encountered both on BBB website as well as multiple other sites. So Frames Direct should take responsbility for their poor quality and their horrible and rude customer service. Once again I will state that I will never pay for a product that is defective. They were sent documentation from my eye doctor stating the were very poor quality and we not measured equalLY to my sight requirements. The public should be made aware of such terrible business practices and customer service. As the saying goes when it comes to Frames Direct... BUYER BEWARE! No one should have to go through this and judging by all of the complaints they do this ALL THE TIME! I have read comments from customers that they were threatened with no refund because they contacted the BBB or posted bad reviews. That is an unbeliveable way to address customer complaints with threats. I received the same threat because I discussed the problem with my credit card company. I am also at a complete loss to understand how a company that has SO MAY COMPLAINTS can have an A BBB rating? How are they permitted to put that on their website and better yet with all of the complaints why would they have that rating? Something is wrong with this picture! I am demanding a full and total refund or if necessary I will take legal action as well.

Regards,

Patricia Donlon

I was so shocked with the level of rudeness I encountered from Melissa, the person that contacted me. Here's how everything went down, I ordered frames that I was super excited for, a few days later Melissa called and said that the lenses I selected wouldn't work with the prescription and that I needed to get the more expensive ones, fine, I agreed. Then I realized that I had uploaded my contact lenses prescription with the order, so I told Melissa that, and she said they'd need the glasses prescriptions to move forward with the order, to which I responded with me not being able to find that one and I'd have to go all the way to Burbank to get it from my Optometrist; she simply said "Sorry there's nothing we can do, we need that paper", I was confused. So I asked here if I was already charged, she said yes, then I said: "Ok, and if I ever needed to cancel the order how would I do that?" She said she can do it over the phone, so I said "ok cool" then I hung up and called my optometrist to see if they can email me the prescription. After a quick call to my doctor's office they told me they can go ahead and fax it directly to FramesDirect if I provided a number, I was surprised because Melissa never mentioned that, and was so abrupt and quick about not offering to help with resolving my issue, so I told my doctor let me check if they have a number and I'll call you right back.
I went to Melissa's email and saw that in her contact info there was a "prescription fax number", so I emailed her and asked if I can use that number. After not hearing back from her an hour or two later I called her, and asked if I can use her fax number, to which she responded with "I cancelled your order". I was confused and told her I never asked her to do that, all I did was inquire about how I would proceed with cancellation if I couldn't get my prescription via email, she never directly asked me if I wanted to cancel, or told me that my order was cancelled or even emailed me about it... okay, I still want the glasses, so I'm trying to make this work, and Melissa, instead of trying to help me out, when I asked her why she cancelled without me confirming, simply said "sir these are recorded lines" and she said it about 3 times before I snapped and said "Please read me these lines because I know what i said".
When I asked her why she didn't tell me about the "prescription fax" option, all she said was that if I want these glasses I'd have to resubmit the order and all that, when I pressed again about how inconvenient this was and how unhelpful she's being she simply said "I'm offering a solution why aren't you getting that". I asked for someone else to talk to me because I was very upset, if I'm spending 200+ on glasses I expect the business to do its best to help me with my purchase, not cancel it, waste my time, treat me like I'm disposable, do you not want my money or not? Very very disappointed.

So Disappointed.
I was very impressed with selection. However, when I got my glasses I couldn't see clearly. I called FD and they encouraged me to 'give them a while' to adjust to progressive lens. I called at the 1-month mark and said I still can't see correctly and can't wear them. In full disclosure they offered that I could send them back and they would look at them. I said I can tell the lenses have the pupils placed in the wrong location, and looking at them wont help. So they said I could take them to an eye doctor and get my PH/PD measurements taken. So I scheduled another eye doctor appointment. Doctor confirmed the Pupil Height and Distance was placed incorrectly by Frames Direct for both eyes. I contacted Frames Direct and informed them that a doctor confirmed they were made incorrectly. They requested I go back to the doctor again and have the doctor put dots on the lenses where the pupils should have been and then send them back. I scheduled with doctor again. I sent them back with dots on the lenses. FD could see glasses and lenses were in brand new perfect condition and still are. They informed me that now too much time has passed and I will have to pay again to have my lenses made correctly. (but they would offer a 50% discount).

They made them wrong, encouraged me to 'give them time' then instructed me to go back to doctor twice, then told me too much time had passed. It just feels like I was played. The Frames Direct measurement system using a CD is highly inaccurate. (confirmed by a doctor)
Fine Print at Frames Direct states if you contact them within 30 days and notify them of difficulty they guarantee replacement. I did contact them within 30 days, and followed their instructions and they still refused to replace the lenses. Again, in full disclosure, it did take me a couple months to schedule the 2 doctor appointments required due to business travel. I clearly communicated this with them and they encouraged me to still schedule the 2nd appointment and have the dots marked on the lens in the correct spots. When I sent them back as we had discussed, they refused to correct the lenses and sent them back in unwearable condition with the brand new premium all options package including dark transitions lens that is useless. 100% confirmed a MFG error based on their proprietary CD selfie system and would have been So easy to resolve now with accurate measurements provided (done at their request).