"Was a customer for over 10 years

Was a customer for over 10 years. This year I buy a pair of glasses. It arrives. Comes with warning label. This has digital filter it may not work for you. Return if it does not...

Well I returned it... no refund...

I call

Am told that I don't get a refund and glasses are with manufacturer and told have a nice day.

I say I want my money they say no I say connect to supervisor or I'm calling the bank. Connect.

Oh that agent was misinformed you do get you money back here

Wel after ordering glasses after glasses with no issue I am now banned... really. Because I mentioned I would go to the bank cause your one agent was miss informed. And you were gona commit fraud... common

I even reached out to the manager who managed the lady who reported me and was trying to commit fraud
and got this

As we discussed, I needed a chance to discuss your file with the person that manages the department that makes these ultimate decisions. Unfortunately, the current decision remains.

Although framesdirect.com is owned by a very large company, we still operate and function as a small company. As such, we sometimes make difficult decisions on whether or not to continue certain business relationships. In this case, after a thorough review, we are unable to continue with any new orders.

stay clear"

"HORRIBLE CUSTOMER SERVICE.
I ordered glasses and the email that l received said they would be shipped express with next day air. To be fair, that email did state 2 business days.
The LAST email l received stated glasses were complete and would be shipped UPS next day air, leading me to believe they would arrive Saturday. They arrived Monday. I called customer service to ask about it because I was under the assumption I would get them on Saturday. The woman I spoke to, Diana was very rude and actually laughed at me and hung up at the end of the conversation. I paid $17.95 when I could’ve paid less. I requested they explain it. When another representative called me on Monday, he couldn’t care less about the way I was treated and implied it was all “ my perception “. He could have at least refunded the shipping as a courtesy for extremely poor customer service.
My poor review is not because of the product but because of the horrible customer service experience. Representative Diana should not laugh at a customer seeking resolution on the delivery of my $926 pair of sunglasses. INEXCUSABLE !"

"Buyer beware, this company is a scam. I Saw this because on two separate orders for two seperate Items I received a broken fake in a generic box what we're supposed to be Raybans, then after I decided to give them a second chance, I thought I was paying over $600 dollars for some Gucci frames and I only received the lenses. Imaging my frustration. I called and was advised no manager on duty and one would have to call me back. I will never do business with this company again! beware, you have been warned."

"Waste of my time.

Took an hour finding the sports gogglebi wanted. Put in prescription numbers and placed the order. Then I got an email from their customer service that I need to upload a photo of a physical optometrist prescription. I had a photo if the prescription that has all the info (the numbers, my name, doctor's name) and just had the date of exam cut off. I specified in the Email response the date of the exam, but they. Rejected the photo as a valid prescription.

Since I couldn't find the physical copy of the prescription, I had to cancel the order. Extremely irritated by the experience.

Waste of my time."

"I bought a pair of oakleys for my son and they broke within a year. I complained to the company and asked to have them replaced/repaired under the warranty but they refused. I left a negative review on trustpilot and they accused me of lying (I have emails to prove what they said) and flagged my review. That’s why there aren’t many negative reviews of framesdirect; because they flag and block them. I’m not lying, I’m just reiterating exactly what happened. Their oakleys broke after being hit with a beachball, meanwhile the cheap pair of zennis my kid was wearing when he caught a pop fly to the eye didn’t so much as scratch from the impact of a baseball. Unless oakleys are meant to be so flimsy, that seems like a manufacturer defect to me. "

"Ordered in early February, was told they were back ordered, given a new date, told they didn’t show up, will be in the next shipment, month later no frames supposed to be in my 4/26. On 4/27 I had to make contact, told frames discontinued and I could order something else. No options that were less than 100 dollars more than the original order, and they would make it right after stringing me along for almost three months.

I don’t believe a word they said

As a repeat customer that’s really disappointing and I will never buy from them again.

Buyer beware. "

"Bought 3/8 and received email that I will get glasses in 10-14 days and I paid for express shipping. When asked for update last week I was told they would go through inspection on 3/29 and be sent out. I was told today 3/30 that they did not pass inspection bcuz the frame broke and they have to order a new frame. Who would believethat?! I don't. Will not buy from them again and probably won't get my glasses for another month. "

"Be careful!!! I haven't had the same experience as a lot of these "reviews." My order was placed with a 5-10 business day turn around. A couple days later that went to 15-22 business days. Ok, that happens. I go out of town and come back to a pair of glasses with a large scratch on the inside of the lens. I spoke with them and they said to send them back. A week later I get a phone call saying the lenses aren't covered in the warranty (understandable, but when they are sent with a scratch not my fault) I was told I would need to pay for new lenses. I pushed back and was told they would "make a deal" for me with a 60% lens discount. That's not a deal. It's the promotion that runs constantly. Now if I want my glasses back I will have to spend an additional $260.
If you get your glasses and they're damaged when received be prepared to pay because they have zero customer service."

"Like others, I kissed my money away when buying from Frames Direct.

You'll get some phony tracking numbers that dont seem to make sense and dont get updated.

Sadly you are probably reading these reviews after beeing ripped off, like the rest of us."

"Framesdirect.com use bait and switch practices. They have a wide variety of frames on the website, but it's not until they have your money for the frames of your have chosen when you realize you've been had because the next step in this scam will be the email basically telling you they can't produce the frames you originally paid for because they can't get them from the manufacture now you can either trust them to get you another pair of frames from a smaller list to see if they can get those but there's no promise that they'll be able to get the frames all while holding onto your money and if you want a refund you'll only be refunded 50% of the purchase. This is originated white collar robbery plan and simple. If you want to be taken advantage of then shop with this company. They took my FSA/HSA at the end of the year so either I trust they can get me some frames that I like or have them refund my FSA/HSA dollars to my insurance company which means I'd lose them for the last year. This really **** but before I allow this company to take advantage of me and scan the insurance company I'll have them refund the money to the insurance company and report them to the trade commission for fraudulent practices. "

"I had the misfortune of having to speak with two customer service reps via writting. After a 3 month stint of not having my glasses these people said that their policy was to give a 50% refund on lenses. I don't want to deal with these people anymore and will not purchase from them again. I purchased an item prior and it was fine. This time it is unacceptable to be spending #$300+ on glasses and get this terrible quality of customer service. "

"This people are the worse frame and glasses company that I have ever seen in my life. I have been wearing glasses for over 40 years, and I have dealt with so many Optical stores. By far, the worse of all is FramesDirect.com. It took them 2 and half months to get my glasses delivered to me (With the wrong Formula). They claimed that the chain of supply or some baloney. Then I returned the glasses to them and they called me back after a week of receiving the return. I told the CS rep that I needed to get my refund since I was not willing to wait another 2 months to get the glasses back, and then he replied that a 50% charge would apply - even though they are the ones who screwed up the whole thing. Do not get your glasses done with the, It is a waste money and time."

"Wish I could do zero stars. They ****. Had an accident and my prescription sunglasses broke. Placed an order nearly a month ago, and of course, they immediately charge me over $700 for the glasses. Other than that, no communication. In my first call to them, I am told the glasses did not pass inspection, had to be redone, but would be with me in 4 to 5 days. Now, 10 days later, I call again, and am told the exact same thing. When I point that out, the Customer Service response is “I will have to get management involved”. Looking and smelling like just another internet fraud company. Stay far, far away from Frames Direct."

"Finally received my new glasses which I've been patiently waiting for to show up. Packaging appeared fine but when I open and pulled out my glasses I immediately notice a huge scratch on the right lens. FD obviously doesn't have a QC department because there is no way in hell these should've been sent out to a customer that paid $400. Needless to say I was/am **** so I called to voice my dissatisfaction. I was them told to go online and order another pair and send back the others. Wait ....what??? I said "But you already have my information, why do I have to go and enter everything again". Bottom line They acted like they could give two **** less about your satisfaction. "

"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."