This was the first time I ordered from this website. I wanted a replacement pair of glasses from my eye doctor that my puppy chewed up and I wanted the exact same frame. This website had that exact frame, so I purchased a pair. It took forever to get completed, they would only send emails saying they were shipped, but it took way longer than their website said. When I received the frames, they were visibly warped, it was apparent immediately after opening the box. I was upset, and called the company to see what they could do. I questioned why they were sent through quality control for 5 days and nobody caught the faulty pair, and she made every excuse (holidays, sending out a lot of pairs, etc) I told her that just because it was the holidays, shouldn't mean my pair should be rushed and not be looked at properly, it shows that this company doesn't care about the quality of these frames. I mean, that's what QUALITY CONTROL means, they study the frames to make sure the QUALITY is good before sending out. I had to send back the pair to get a "replacement pair" I didn't want the one they sent me the first time, so I told them I wanted a fresh new pair, I didn't want the same frame they sent me the first time, only bent or molded. I tracked the frames back and after no communication from them, I called 3 days after frames were delivered to their warehouse from me, and they denied delivery of frames, and after I told them I had the tracking number, they magically found that it was delivered. They then told me they weren't delivered to their warehouse from the manufacturer, then excuse after excuse. Mind you, I called every 3rd day for 2 weeks listening to every excuse. Then they said the pair was in quality control and should be sent out by next week (this week). I told her that I expected a shipping tracking number by this week or I would continue to call. It has been a month since I ordered my pair and I haven't gotten them yet. I will never order from this company again and I am embarrassed for them how they treated me and how it takes a month to get a replacement pair they should have never went through quality control, THAT'S WHAT IT IS THERE FOR! The customer service is poor, the reps do not speak good English and they just repeat scripted sentences over and over until you get frustrated and hang up. If I would have known this would happen, I would have given my money to a different website.
UPDATE 1 WEEK LATER: I called customer service last night, after waiting 10 minutes on hold, I asked where my item was. She was nasty and said they hadn't received a pair from the manufacturer yet and they had to wait for that before they could even start on my order. They changed their stories so many times and after I started to get angry, woman hung up on me. I called back and waited another 15 minutes for a rep, I asked for a supervisor, she demanded that I tell her the reason, I just repeated that I wanted a supervisor. She told me to wait, then 10 min after that, she said she couldn't transfer me. After waiting another 10 minutes, supervisor came on and I explained how rude the reps were and that she hung up on me. He told me it would take another 3 weeks before they got the frames to the warehouse! But, I was told last week that they were in quality control but now they are saying they are not even started with yet, more lies. IT HAS BEEN 7 BUSINESS DAYS SINCE THEY RECEIVED MY DEFECTIVE PAIR! ARE YOU KIDDING ME! THEIR WEBSITE CLEARLY STATES 3-5 BUSINESS DAYS TO COMPLETE PRESCRIPTION IN WAREHOUSE. WHY IS IT 3 WEEKS MORE? I AM EXTREMELY ANGRY AND WILL NEVER DO BUSINESS WITH THEM AGAIN. SCAM COMPANY!
UPDATE 1 WEEK LATER: I have asked 2 different people for a refund and I will continue disputing it with my financial institute if they do not refund.
NEWEST UPDATE 1 WEEK LATER: I filed a complaint with the BBB and they finally got my refund back. I will never do business with this company and I suggest you do the same if you do not want to be scammed. They have extremely poor customer service and they do not care about their customer, only money. They lied to me close to 25 times and they will lie to you too. The only reason I received my money back was going through the BBB, if I hadn't have done that, I would have never received my money back. That's how far this scum goes to steal from customers.
There are so many other amazing websites you can go to to buy glasses that do not scam people. I've seen so many other negative reviews on this company, LISTEN TO THESE PEOPLE WHO TELL YOU TO STAY AWAY!