"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 wish I could attach 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 glasses for $3.00 not to mention that there were numerous black marks on the arms. "

"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. "

"Dishonest, wasted 3 months and 800$ BAD COMPANY
Wow... this is absolutely unbelievable. I ordered these savile row frames the 15th of of AUGUST for 800$. FD screwed up the payment, canceled the order and didn’t tell me for ten days, reset, order again, FD Gets it right, charged me... endless emails screwing up my prescription, Reading it wrong claiming it expired when it wasn't and then making me sign an actual contract saying i wouldn't be able to return these (likely because they're process and customer service is so beyond non existent) they place the order AGAIN on the 26th 11 days later. 38 days of silence and zero updates later, except for my rep Sarah replying to my request for an update with a short "you'll here when they ship to you from us" to which I had to insist on an update and she finally told me I would have shipping tracking Tuesday. it has been 53 days since the first jacked up cancellation, and they call to tell me that they have LOST the nearly 800$ package on Wednesday, the day after they claim (and are obviously lying) I will have tracking. And the BEST that can be done is a lame sorry and ANOTHER 28 DAYS not including making lenses?! That's rushing it! They are going to "rush" it 28 days AND THEN MAKE THE LENSES And tack on what? Another month for FD to make lenses ? and meanwhile I have no glasses, no 800$ and a begrudging and insincere sorry from a rep that has been a pain since day one. and they offer nothing, not even a shipping refund since I paid to expedite, not a refund, not even a coupon for an ice cream cone I can smash into the pavement

Will never shop here again. will be canceling this order and going to buy direct from savile row, who guarantees delivery in 10-14 days... not sure what Frames Direct needs the extra 14 days for in the 28 day rush, but I called Savile Row direct and got that quote from their team. This is after Sarah refused to give any update at all that I called Savile for info and they were happy to help."

"Tried to cancel an order when they were so slow to verify Rx that delay would have them completed too late for my needs. When confirming production began, there is still too long a period to completion than should be required."

"I ordered sunglasses Emporio Armani EA4029 and they couldn't deliver it within 14 days. Then I canceled my order, and they didn't refund my money. Every time I wrote them an email or call them, they would use some lays and excuses, or even not answered at all. In the end, I didn't get my sunglasses and lost 100$. Think twice if you want to trust this company who doesn't care about costumers and do not take their job seriously"

"They want a copy of the prescription from my doctor because? Filled out their prescription form with all the required data and they sent me an email two days later stating they didn't have the prescription. I told them to cancel the order. The next day I went out to the frames direct web site and logged on to my account and there was the canceled order prescription and all. What kind of con are these guys playing?"

"Odd place. They want an old-fashioned signed prescription. My hospital does not even have this anymore. Its all on line. I copied that prescription complete with professional formatting from Dr.'s office. Not good enough!

Weird!"

"I own several pairs of Ray-Ran sunglasses so I was shocked when I saw the "Ray-Ban" sunglasses I ordered from Frames Direct. These aren't like any Ray-Bans I've ever seen, not even close! They are made from cheap plastic and weigh half as much as real Ray-Bans. Their customer service is useless and they do not stand behind their products. They want to charge me $40 to return these "Ray-Bans"."

"Horrible company with horrible customer service. All staff is about as friendly as a snake. Unpleasant with zero sympathy. My glasses 400.00 paid for all extras and sctched protection showed up scratched and will not do anything about it, sent back as soon as received and told me management reviewed tape of what???"

"NEGATIVE STARS! Doesn't even deserve one star!
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. "

"I didn't read the reviews..If I did I would have realized they have a history of making mistakes and it will take almost a month to get them redone. If you decide that is too long you'll only get a credit equal to the cost of the glasses less 50% of what the lens cost. Unfortunately, like other reviewers, I filed a dispute with American Express. "

"Worst experience ever!!!

Every step of the process with these people was horrible. They made a mistake on the glasses and yet will only credit 50% of the lenses? Having my credit card company fight for a full return for me. Just wanted to let everyone know because Frames direct will NOT do the right thing if they screw up. Have since bought three pairs of progressives locally - might try Zenni or another online option at some point in the future but will NEVER again use this company again. Horrid, can't get an order right and make YOU the customer pay for their screw up. And they couldn't care less. If you get Pamela L. when you call here, hang up the phone...trust me. So, so disappointed. THEY MESSED UP THE GLASSES, then we sent them back to correct their mistake. When we received them a second time there was another mistake to which they said we used our one warranty exchange (for their mistake mind you) and therefore to correct their second mistake they will only credit us for 50% of the lenses. Can you believe that? These guys are bottom feeders - I honestly think anyone else would be better! And we had to wait 4-EVER to receive the incorrect glasses both times. UGH!!!"

"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."

"This website is totally a joke. Their frames are of the worst quality and their customer service is horrible. Do expect multiple back and forth emails arguing about different issues. And yes, all the positive reviews here you see are fake reviews. And yes, they could irritate you so that you could want to go to a review website to let people know their horrible product and service so that people don't waste money and time on this dump website.

"

"The frames and lenses were of bad quality. The fake carbon fiber was coming off the arm of the Oakley Pitchman Carbon frame and the progressive part of the lens was at the very bottom edge of both lenses and I had to lean my head as far back as it would go to read with them. When I returned them Frames Direct kept 50% of what I paid for lenses because they would only replace the Oakley frames with the exact same cheap looking frames and I chose not to have them.
Also, They say they will sell you lenses for you old frames IF they sell that particular frame you mail to them. They sell Ray Ban model 8415. When I shipped them my Ray Ban 8415s, part of the $38 I paid for shipping, weeks later I was told they won't replace lenses in my old frames, Ray Ban 8415, because the arms of the frames are blue and not black. They charged me for the return shipping. So, $119.00 they kept for the 50% of the lense cost, $43 total for the shipping. I lost $162.00 and got nothing but a big hassle. Just saying like it was."