"Twice in 2 weeks, I placed an order. They canceled both orders without reason or notice. I ordered because my glasses were broken and have been waiting 3 weeks for FramesDirect to ship only to learn they never did. Their customer service just told me to order again but no answer as to why. Now, I have to shop elsewhere. How do they even stay in business!!?? "
"If you want to order a product that is going to take 8 weeks to get delivered with poor customer service, then you have found the site!
My product took forever to arrive and when I called, one of the reps was very sassy! The worst ever!
Every time I kept calling, they're answer was generic---"We're so sorry!"..
And now to return the item and get my money back---man, talk about jumping some hurdles! Read their rigid return policy and that should detour you from making a purchase from this lame company!
Now I have to pay to get them shipped back and get my return, I HAVE TO BUY insurance and all these very minute details in order to get my refund. Its like they want to make it difficult for you to keep the product and not return it.
You're better off going to the a TJ Maxx and getting a real deal and no lame 6 week waiting period!
"
"Make sure your refraction prescription is one year or less otherwise you will be charged a 10%restocking fee even though the glasses were not even made. See their policy below.
CANCEL AN ORDER
You may cancel your order for a full refund within 24 hours* of placing it by calling
1-***-***-****.
If your order has already been shipped, it cannot be canceled. You may still return or exchange the item (see details).
*If you cancel AFTER 24 hours you will be charged a 10% restocking fee. For prescription eyewear you will also be charged 50% of lens cost. Savile Row eyewear orders must be canceled within 24 hours of placing your order."
"I dealt with frames direct in the past however this experience has been horrible... I would never purchase from again... you’re jus a dollar sign to them very unprofessional be prepared for a bunch of underlying issues where they don’t care to help you with misunderstanding weather via email or telephone "
"I have never had a worse experience purchasing glasses online. I purchased a pair of Ray-Ban sunglasses with my prescription in them. I received them, and the prescription was so off it gave me a headache to even try them on. It was completely blurry and just entirely wrong.
I sent them back simply asking for the lenses to be corrected, and I received a blunt response that they were never made wrong and their "machine" is showing it was done right. After several DAYS of back and forth the lenses were FINALLY redone, and resent. Guess what. Still WRONG.
Beyond irritated I take the glasses to my local optometrist where they verify the lenses had been made as "readers" and were not a regular lens for my prescription. I sent all of this information back. Frames Direct once again claimed they didn't do ANYTHING WRONG and would "consider my refund" after it went through "management". There is no management to talk to on a phone. Only customer service reps that would give me the same cheap answer, "our machines verified it was correct."
This has been the WORST customer service I have ever experienced in my life, not to mention glasses being made horribly! I can't believe the service this company provides. I was basically swindled out of $300."
"So Disappointed. I was very impressed with selection. However when I got my glasses I couldn't see clearly. I called and they encouraged me to 'give them a while' to adjust to progressive lens. I called at the 1-month mark and said I just cant see correctly and cant wear them. They said I could take them to an eye doctor and get my PH/PD measurements taken which I did. Doctor confirmed the Pupil Height and Distance was incorrect for both eyes. I contacted Frames Direct and informed them that a doctor had evaluated the lenses and 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 did. They informed me that now too much has passed and I am no longer within the 30 day return window and have to pay for new lenses. (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 to pound sand because the return window passed.
The Frames Direct measurement system using a CD was highly inaccurate. (confirmed by a doctor)
Frames Direct warranty states if you contact them within 30 days and notify them of difficulty they guarantee replacement. I did contact them within 30 days. They refused to correct the lenses and sent them back in unwearable condition with a brand new premium all options including dark transitions lens package that is useless. 100% confirmed a MFG error based on their proprietary CD selfie system and would have been So easy to resolve with accurate measurements provided (at their request). "
"Honestly the frames are nice quality for the most part, what gives this score is customer service and how they handle issues with orders. DO NOT ORDER FROM HERE! Better off getting a new pair at your local optometrist! Waist of $700"
"I purchased a pair of glasses at framesdirect.com for the first time. Two months later, I dropped my glasses and scratched the lenses. I contacted the company to see what is would cost me to replace the lenses, knowing full well that I would have to pay to replace them. I purchased the total pair of glasses for $350.00. The company informed me that it would cost me $320.00 to replace the lenses, and that was with a 20% discount that they felt was "appropriate" because they took pity on me. Therefore, the company thought it "appropriate" to charge me 91% of the original purchase price of the glasses to simply replace the lenses! Does that sound like a company you want to do business with?
Also, don't bother trying to escalate the problem, you can't get a hold of anyone in upper management without an act of God. They also provide a unsympathetic canned response when replying to BBB complaints."
"I just purchased my third pair in two years from Frames Direct. I love the Ray Ban Prescription glasses as I like to change with my outfits. I have had fantastic luck and service with this company. As for the 50% lens charge, when I purchased from a local eye glass store they did not want to exchange at all. So I guess the 50% fee is reasonable if I change my mind and they offer one time free exchange and you only pay for the 50% due on lens. I am sure many do it this way. Will I order from frames direct again. YES!"
"DO NOT PURCHASE, despite numerous emails stating they cannot process my order, when told to cancel they attempted to charge a 10% restocking fee! FORWARD to all your friends and avoid!"
" First two orders were good & they rebuffed my lenses free of charge.
Third order was a little sub-par.
They did the ol' switch-a-roo on the case I was suppose to receive with my glasses. I was entitled to get a nice leather case with soft lining. Instead they sent me a sharp sheet metal case with cheap foam coming unglued. I know what case I should have received. I ordered two different variations of the same brand from an honest wholesaler, when I saw they went on sale a month later.
FYI: don't get the thin lenses, they get spider cracks if they get too hot. I blame myself for that."
"This is a company that has no interest in you as a customer. They measured my eyes wrong based on some terrible photo thing they make you send in, they didn't inform me that they can't fill my prescription the same as my local eyeglass company because they don't offer the same options but put my order through anyways, and charged me over $200 for cancelling my order of $700 because it was already in the lab. They were willing to change the lenses though for free (meaning they would throw the old lenses away and make new ones, yet they would not credit me back for my full purchase. After hours on the phone with framesdirect.com I realized they were not interested in helping. I filed with the Texas AG and will also file with my local AG as well.
I took my complaint all the way to the top and was greeted with "you should read the fine print". Perhaps I should have, but then I thought maybe you would be a reputable company. A special thanks to Kelly S and Travis G for wasting and additional 2 hours of my time just to tell me that you won't help me. Like the Comcast of eyeglasses.
Trust me when I say it's not worth the "savings", my local place ended up being cheaper anyways and get this... they value me as a customer!"
"Ordered frames. All over the website is their “satisfaction guarantee”.
Received frames. Terrible quality. Very different than the photos. Ordered high index 1.6 lenses. Received coke bottles lenses.
Returned them. Charged 50% restocking fee. This policy is hidden on the website.
Buyer beware. I’ve bought at the biggest online eyeglass retailer before with much better results and no restocking fees. Avoid this company. "
"This is by far the worse eyeglass company I have ever done business with. $300+ dollars down the drain. After one week the wire temple piece broke through the rubber and kept cutting into my ears. Then the entire wire temple broke. The prescription was off although they claim otherwise. The reading area on the progressives was so small that you could barely read anything. I mailed it back at my expense, but they did not honor the warranty because I tried to superglue the rubber temple piece back on. This rubber part is expendable and replaceable. I will be reporting their scam to the BBB. Don't buy anything from these con artists. They don't care about their customers, only about making money and selling a bad product. I was willing to purchase a different brand, and style from them if they would only return my money, but they are a greedy bunch. Bad customer service. Bad products. Shady, criminal, and vague warranty policies. "
"Charged me a restocking fee to return frames that were totally misrepresented on their website. Official Detractor! Refused to refund my $20 they dinged me and I was a 3peat customer. Unfortunate and they need to take better pics of their frames (color wise)."