Frames DirectReviews 86

I ordered glasses from frames direct, shipping was really fast. My local eye doctor gave me the wrong script, and I had to return my glasses for them to correct and put in the right lenses. The return policy was easy, and they were informative through out the process. I dealt with Pam. She called me to confirm everything was right, so they could go ahead and get started on the correction. I know shipping times could get long because of the pandemic. But I didn't have a problem. Everything went pretty smooth.

Basically I read all these comments right after I placed my 400dollar order. You guys scared the crap out of me! No free returns, bad customer service blah, blah so many bad! I called them 3 times after placing order, once to check make sure they got everything right, 2nd to add a part much needed that my dr didn't put in prescription, that explained was very important, 3rd and last to update order. Every time I called I spoke to American rep Who was smart and knew what they were talking about and helpful. I told them well I hope everything goes through so I don't have nightmare like u guys. The glasses came through perfect I love them better then americas best could do because they fit me better and offered Better options on their website plus were 200 less! You would have to be an idiot to get your order wrong, double check your own numbers and mistakes before blaming a great company.

If I could, I would give it 0 stars. I ordered frames from Frames Direct.com on Jan 13th, 2020. On their website they said it would take 3-5 business day to receive my frames. Immediately when I ordered the frames, I received an email that the frames were in back order, which was not posted on their website. It said I would receive my frames by Jan 30th. Jan 30th came around and no frames yet. I called customer service and they told me that I would receive it Feb 11th. I was sending emails to a person by the name of Vickie M., E-Commerce Customer Service Optician, and she continued to lie in the emails saying that they received my order on the 30th but it was damages and they had return it to the manufacturer which was in China. I didn't believe her. On February 11th, Angelic, another representative over the phone, told me I would be receiving it expedited in 3 to 5 business day. Then I called on the 12th, and they told me they pushed my order back to February 28th. I've been dealing with this for about a month. I am letting everyone know to not believe the reviews on their website because they are fake. They also misrepresent by stating they do price match, which is a lie, because when you give them the website of same frames that are a cheaper price, they do not want to match it. Also be aware that they do not have the frames in stock, so you might want to call first to find out since their website does not indicate when frames are on back order. They do not provide you with tracking at all.

Ordered online - good website and options, but I confused bifocal with progressive no-line (basically readers - no "prescription" necessary on other sites). After several emails (days elapsing each time) to confirm my address and shipping info (no such problem on other websites), I attempted to cancel the order, but learned about the 50% restocking fee if I wanted to do so (despite the fact they had not made the lenses (readers!) or shipped yet. A few weeks later I received the glasses and realized that I had made a mistake (they could have caught)... I ordered a reader prescription (wanted progressives or bifocals) but ordered transition lenses and a frame style that was clearly not meant to be a reader:-(. More calls and emails, get a return authorization, pay to ship back and hope for a simple correction, no extra charge.

Nope. I had to pay for new lenses (and the initial quote did not offer the obvious discount I had), and I don't get to keep the old ones. A few more weeks of email over address, differences in shipping address vs. paypal billing address, etc. etc. Paid even more, waited another two weeks and just received confirmation of shipping.

Sigh. You can go to whatever local store you have and get better service cheaper and WAAAAY faster.

Just say no.

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

Long delivery time and poor fit glasses
Ordered prescription glasses on 21st of October 2019 from FD. It wasnt delivered until 7th of December 2019. Just 2 days shy of 7 weeks! No reasonable explanation given from the company despite several emails. Even after all the exorbitant shipping fees. Items ordered from china doesnt take nearly this long. Glasses look great cosmetically but very loose and shaky hands when worn. Falls off my face everytime I bend down so it is making life very difficult to keep a hold of it all the time. Yes, it is BIG glasses but I have ordered similar size off this site before and it didn't fall off my face barely a week after receiving them. Loose hands are something you expect from your old pair not a brand new expensive pair. Returning this for exchange or fixing is probably not an option especially as it took 7 weeks to get to me in the first place. Product is simply not fit for purpose and to think I waited this long for it. Not happy at all.

I decided to go with Framesdirect because they had a huge selection of designer frames. I looked on the website and reviews for days before making my decision and I should have questioned why there were so many positive reviews but I couldn't seem to locate any bad ones. Long story short I ordered the glasses and spend 300.00. I believe it took them about 2 weeks to arrive at my door but in that 2 week waiting period I started having a bad feeling and started doing some searches for more reviews and I seen so many bad ones not even just bad but HORRIBLE ones so I already knew not to get my hopes up and I already knew I'd have to return them. So I open the box and the first thing I notice is that the glasses weren't inside of an authentic Burberry case they were in a cheap gift box that had a Burberry stamp on it and when I flipped it around I seen the label said Exottica which is known for knock off frames. Also the frames were so cheap that it appeared as though they had been spray painted gold with Burberry pattern stickers wrapped around the arms. I was so mad at myself and I decided to put them on and see how the lenses and I couldn't see anything out of them it was very off and I couldn't see if I looked up or down only straight. Seemed like I was looking though a magnifying glass. So of course I call and they tell me that I have to exchange and I said absolutely not I need to be refunded and they told me I'd have to pay a 50% lens fee and not only that I had to pay for them to be shipped to framesdirect and I had to purchase insurance. So I ended up getting 217 refunded to me 75 was for the lens fee however it cost me $17 to ship them the product so I'm now down 100.00 and have no glasses. I have attached pictures, the rep I spoke to through email told me they only seen one FAINT black mark and didn't mention anything to me about them being faker than a pair of china town $3 glasses. I also attached a picture of the OBNOXIOUS return process.

I ordered a pair of Armani Exchange AX1015 glasses with progressive prescription from FramesDirect.com. I was very excited to get a new pair of glasses, as I had tried on these frames in a Lens Crafter store and liked them very much.
When I received them, it felt immediately that there was something wrong with the lens. I wore them for more than a week to be sure, but the lens are just plain bad. There are distances close up where I cannot see clearly from any part of the lens. The lens also causes flat surfaces to appear to curve upwards and at night has visible starring effect.
Shiite lenses, and I'll probably have to eat half the cost of the lens, even if they let me get a refund.

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.

A prescription set of Wiley-X was ordered, using my optometrist's prescription. Upon receiving the glasses, something was not correct, everything was over magnified, and there was no clarity for distance. The glasses were sent back, the lenses were reground. After receiving the glasses for the second time, the issue still exists. After several emails and phone calls, Frames direct is sending me the glasses, saying the prescription is correct. So that's the end of that, I have spent close to $700.00 for a pair of glasses, that I cannot wear, and they will not make right. In truth, I should have gone to my optometrist in the first place, so I blame myself. However, I am extremely disappointment in my dealings with Frames Direct. I am sure that buying non-prescription eye wear from this site would be ok, but I would use caution buying prescription eye wear from them. In closing, I do feel they should have made this right, but instead, they have washed their hands of it, with no effort to compensate me for a mistake which is theirs. I also have used Wiley-X glasses for many years, but this will likely have an impact on my loyalty to their brand.

After unnecessary delay verifying prescription, anticipated completion date was past my deadline. Needed to go away for work, driving a truck. Would not be able to receive shipment. Attempted to cancel, within time frame that I had been told was acceptable, and was told it was too late, lens production had begun. Four business days later, you would think production would be completed, but no. Customer service will just repeatedly quote the 7-10 business days policy. Poor souls, I suppose it is the most frequent inquiry. No option to expedite production or shipping. No satisfaction guaranteed or full refund as some others offer. Wish I had done more research on reviews before ordering from Frames direct. I would not have chosen them. There is a lot of competition in this market, and I have had better experience elsewhere. Biggest doesn't necessarily mean best!

Do not order Ray-Bans from Frames Direct because what shows up in the mail is unlike any Ray-Bans I have ever owned. I always buy the exact same frames so I know them well. The Frames Direct sunglasses were cheap feeling and very light weight. They were more like dime store sunglasses that should cost $9.99. They want to charge my $40 to return them because they have RX lenses. I understand if I was returning them just because I didn't like them or something, but these are unlike any authentic Ray-Bans I have ever owned so why should I pay them a penny? Something is very shady about this company and their customer service stinks too.

Horrible company with horrible customer service. Sarah W. Is about as friendly as a rock. Unpleasant and zero sympathy.
My sunglasses I ordered should of taken 10 business days to produce. A week after ordering I was told that they were back ordered for SEVERAL months. I decided to wait because I really loved these sunglasses. Fast forward a month later, I was then told the sunglasses I ordered were discontinued. Sarah W. Told me that I was not charged for this order. A week later after reviewing my credit card statement sure enough there was a $175 from frames direct from a month ago for sunglasses I never got, and that had been discontinued. I'm warning others. DO NOT ORDER FROM THIS WEBSITE. Total scam! Look at all the other reviews. Go somewhere else and you won't be scammed."

If I could give them no stars I would. Been waiting for a correct pair of glasses since April 14. This company couldn't care less that they made a mistake producing my glasses the first time then instead of expedited service to correct their mistake it has now taken longer to get the second (supposed) correct pair than it took to get the first. When I called to inquire about the status and asked to speak with someone who might expedite matters I would have to wait for 24-48 hours for a callback from a supervisor. This company has had my money for over a month and I have no glasses. Complete lack of care for customer service.

Oder my glasses in march 2019 and its nay 2019 and i still don't have my glasses kept getting email
Saying they was on back order but never still got my glasses I tried to give them the benefit Of doubt to see if i was gonna get my glasses i got tired of waiting so i call my bank in put in for a dispute So i can get my money back and go else where they deserve 0 stars i would never order from them again or recommend Any of my friends or family to them they are the worst

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).