Frames DirectReviews 86

My experience with this company, and their service, is beyond any imaginable frustration had experiences or seen anywhere else. Ordering a pair of prescription glasses the first time around: It took them 2 months to send me the glasses. The formula was incorrect, and I had to return them to get them fixed. It took the 6 weeks to send them back to me, and they had them wrong again! I sent the glasses back to them to get them fixed, and it took them 5 weeks to send them back to me, with the wrong prescription again! Called the customer service about this issue and they told me that they do not do refunds but they will be very "happy to fix them again" I gave up and had the glasses done at to some other lab. They did a wonderful job and no delays. Few months later, the frame just had one of the legs come out. I called Frames direct about the warranty, and they told me to send them the broken frame for a replacement since warranty was still on. It took the 10 weeks to get the frame back to me. During those 10 weeks, they lost the prescription glasses I had done at the other lab. This people should be doing some other type of business. This is, by far, the worse of the worse. Do not waste your money and time, do not get lure by their "lower prices" Customer service and situation handling are the worse you can ever experience. Save yourself the trouble and headache and go somewhere else where you could be valued as a customer!

After paying $300 plus for a pair of eyeglasses I waited like a month then I got them defective. They didn't polish the edge as requested and paid for and they didn't fit the lenses to fit the frame but rather jammed them in. Will never use them again

This place is trash. I've been getting the run around about when they will ship out my glasses and I ordered way in March and still don't have my glasses til this day it's almost the end of May. VICKY the lady has told me lies after lie about it being ready to ship out. Even today she told me it was gonna be shipped out and still haven't been shipped out. These 3 different emails on 3 different days I waited 3-4 business days. I don't think Vicky know what she is doing. Poor customer service

PLEASE BE AWARE! THIS WAS A HORRIBLE EXPERIENCE! Just so you know there turn around time is a min of thirty days, and once i finally recieved my glasses, after sending them a copy of the prescription they totally screwed it up, than wanted to charge me $152 dollars more to correct the problem, even than I would have had to wait another 2 til 3 weeks to get the corrected lenses back, Guy's please shop some where else, these folks are rip off's! Try Designer Frames Outlet, customer service is much bettter, and I recieved my frames in 4 business days. And they were perfect! By the way still awaiting my refund. Todd

They require you to get an actual prescription and if you have a card from glassesusa it doesn't count. They want you to go and get a new one, who is paying for the glasses me or them? I should get what I want if I'm paying for it. Stay away from this place they don't want to sell.

Even though I ordered my right frame size that sent me the wrong frame size and then told me after they sent them they don't come in my size. Now I have glasses that are too big for my face and they want to charge me to exchange them. I will not ever use their company again.

From Ontario, Canada!
I have a very high prescription plus Prism problem, many Canada websites cannot fit my need. Somehow I found Framesdirect from US, I am just taking a risk! I got my glasses within a month, it fit perfectly and I only pay half of the price comparing to the retail store in Canada. So I am ordering a spare one again! Very happy with the choices and price.

Horrible customer service. I purchased a pair of glasses that took over a month to arrive. Now less than 3 months later, both lens have Chip's in the corners.
I contacted customer service with several questions and photos of my glasses.
All I get is an email telling me to return my glasses and they will review them.
I asked how long it will take... No answer
I asked to have someone call me... No answer.
I asked if they would be covered under warranty... No answer.
Please read review about Frames Direct and don't do business or you too will be without glasses and no customer service.

Once these guys get your money, the communications stop.

I have been waiting a month for my specs to arrive with no updates from Framesdirect.

The tracking provided is very generic with no known courier company or meaningful tracking ID that i can follow up with myself.

The tracking they did provide has not been updated for a week despite it saying its now in my country.

Avoid these guys like the plague.

On their website the process of entering your prescription allows you to place an order without PD. Yet after you submit your order it then requires you to provide the PD and if you dont have it they will not issue your glasses. When I called to advise that I didn't have a PD, the rep on the phone wants to argue with me. How am I to provide something that the eye place I went to did not have on file! Since she wants to have an argument, I canceled my order. No one has time for ignorant websites that gives you options and then demands the exact thing that they gave you a yes or no option on. Don't waste your money, there are better places to go and FAR CHEAPER too, and they appreciate your business far better than these people do! Rudest customer service I have ever spoken too, never even offered to assist in figuring out to get a PD to complete the order.

I ordered a pair of glasses from framesdirect.com. On the website the glasses were available and I received an email that stated I would receive my glasses in 11-16 business days plus shipping then on 1/11/2016 I received another email stating that the frames were being delayed slightly and feamesdirect.com expected to receive them by 2/3/2021, then they'd have to be sent to the lab which takes another 11-16 business days, after calling and being told by a manager the frames were actually on back order with Gucci and framesdirect.com don't really know how long it will take the frames to become available. Like other complaints I feel like I've been scammed by framesdirect.com for HSA/FSA funds. This company is a complete scam that utilizes bait and switch practices. They have all these frames to choose from until they have your money and can't produce the frames you want then in order to keep your FSA/HSA dollars you have to switch to a pair of glasses you don't want or like. This company is a complete scam, scanning consumer out of insurance funds. I will report to the federal trade commission to make sure they know of the tricks this company is using to scam its consumers in hopes to have this company investigated for fraudulent practices. STAY AWAY THIS COMPANY IS A COMPLETE SCAM.

I purchased glasses from Frames Direct, and within 8 months one of the arms just fell off the frames. I had to Kra-z Glue the arm back on so that I could see (I don't have backup glasses). When I notified Frames Direct requesting an exchange, they denied the request due to the fact that I glued the frames together. Are people supposed to just go around blind? The best they could offer me was a 10% discount on new frames - total BS. I will not buy from them again!

It took 2 months to get glasses in my hands. One week was due to issues with my prescription. Once the order was officially in, I kept getting emails they were waiting for the frames. I desperately needed these glasses so I went on the site and picked out 3 more frames and asked my rep to please change the order to whichever one was immediately available to be processed which he did. 10 days later I got an email telling me it would be 10-12 business days to process. When I questioned why after 10 days were they just now making my glasses, I got excuse about a question to the manufacturer. It took the full time before finally shipped and I thought they might send them overnight due to their delays but they came ground. When I finally got the glasses, I liked them, good quality frames and fit was good however they felt weird, I thought I needed to get used to the new scrip. When I finally decided they were not right I talked to my eye dr and made a new appointment and they advised me to bring them in to check the prescription. I am still waiting to go to my appointment but decided to go to an objective 3rd party to get them read and found out the glasses were NOT MADE CORRECTLY! One eye is close the other is not close at all. I'm beyond mad. You have one job! So I'm still wearing duct taped glasses I can barely keep on my face for work on the computer. Yes I should send them back and be fixed for free but I CANNOT wait another who knows how long to get them back. I will try another online company in the future because I like the ability to find smaller frames that are very hard to find in stores but not FramesDirect.

Just awful. Customers be aware! I bought a frame 2 years ago from Framesdirect. After less than a year I noticed a defect (discoloration). Framesdirect replaced the frame and extended my warranty. After a few month I noticed that the replacement frame has the same defect. This time I asked for a refund since it a recurring issue and obviously a defective model. The rep (Pam) refused and was very rude. Her supervisor Herman told me that they will replace my frame but this time they won't extend my warranty nor replace them anymore, even though they agree that they have sold a defective model. On top of that, Herman's promise to ship the replacement within 1 business day was not fulfilled and now I'm stuck with no glasses. They are ignoring my emails and just ghosting me. So unprofessional and unlawful. DON'T DO MY MISTAKE, LOOK SOMEWHERE ELSE!

I recently ordered a pair of prescription Costa Corbina sunglasses. I will say I received them promptly, nice glasses and correct prescription. Within a month a small spot developed on one lens. It looked as if it was losing its tint. It progressively got larger. I was sent a return label and shipped them back on 6-23-2020. I was notified that it would take about 14 to 19 days to replace them. On 7-7-2020 I received notification that they did not pass the quality control inspection and it would be another 15 to 20 business days. On July 24 I inquired about the status of the glasses. I received a reply, more of less scolding me for asking. Telling me that they had already told me on 7-7-2020 that the glasses did not pass QC and I should be receiving them on 8-6-2020.
Well guess what? I received an email today saying they wont be ready until on or about 9-5-2020. Over 3 months. They have had them longer than I did. Give me a break. The ironic thing is, I had 3 pairs of regular Costa sunglasses that were covered under Costa's warranty. I sent them directly to Costa and received them back within 30 days. Totally ridiculous! I chose Frames Direct over another company--I wish I hadn't!

I filled out my order form clearly. I attached a copy of my prescription (as they require). I sent my order and my credit card was charged immediately. Then came a series of emails asking me questions about my order and about my prescription. Each time I answered with straight forward logical responses. Then they sent me a fourth email saying they called my doctor to confirm the prescription and said it wasn't for what I was ordering. I wasn't trying to order the original prescription. My doctor had told me to add. 75 to the power of the prescription (on the order form online) to use for reading glasses and that's what I had done on the order. Most online eyeglass companies understand when someone adds power for a reading glasses version of a distance prescription. The person handling my order at Frames Direct was unable to grasp what I was trying to order. I am baffled that such a simple order could be so difficult. All they needed to do was fill the order as it was entered on THEIR online form. Isn't this their business? When I realized I was dealing with someone who wasn't getting it, I asked them to cancel my order. I won't chance receiving something I didn't want. I'm going to try another online vendor that I've worked with in the past that is competent. I would NOT recommend Frames Direct. They seem to invite errors when they operate from a perspective that the customer has made a mistake, EVEN after the customer confirms the order as it was submitted. It's ridiculous.

Got the frames that were not made anymore in any shop, I had bought the same somewhere online before so I thought Frames Direct would be a good deal package. I paid for the glasses before Jan 2020 and waited around 3 months for them to find the frame. I got emails of delays and delays, it was frustrating because the website said the frame was available, and some other colours of the same glasses said out of stock so the website needs updating. Anyway so April comes 4 months after payment of my product and they send the glasses from USA to Spain so I know this will take ages to arrive. I wait a month and then get worried something happened so I rang the courtier and it turns out the customs had sent back my glasses without even telling me!
So I contacted Frames Direct and they did not know why. I still do not know the reason why it got turned back, but I waited again until today 14th July when the postman came with my glasses. I had no notifications of any news unless I emailed them, they did not contact me at all. I rang 2 times on the phone and those 2 times their customer service is really poor and they leave you on the phone in silence, they need to work on their customer service manners, honestly, 7 months waiting overall and I paid so much on shipping express and for what? The frames are the same I had but they came really lose and creaky they are Ray Bans so I know I have to get them adjusted, but 5 years ago I used a different website and I did not have to go anywhere for adjustments. I'm glad they arrived, but more than half a year later, you can't even blame covid-19 for this delay because I bought them last year...