"i gotta say i was impressed with the prices i have seen on this site. amazing buy. in addition, customer service was oustanding. The order arrived 2 days later than I epxected but that was because if FedEx and custom issues, Thanks"
"I found a pair of Oliver Peoples Basel (COCOBOLO JAVA POLAR) on another website for $276.
I did the price matching because Shades Emporium was selling the same pair for $327. I asked them if they could combine their $10 Facebook coupon with the price match and the lady on the phone (who sounds middle eastern) said they usually dont combine coupons but that she would make a note for their "price matching team".
I got an email with a coupon code and in the email they stated that they usually dont combine coupons but that for my request they did. I was really pleased to hear that. I proceeded to check out only to find that my discount coupon was only worth $12!!
I called the lady back and told her that the discount should have been $51 instead of $12. She said that she would let their "price matching team" know.
So after Shades Emporium realized they price matched another color of the Basel model (without JAVA POLAR lenses) and that my discount really should have been $51 + $10 (Facebook) = $61, they sent me an email saying. OUR POLICY IS WE CANNOT COMBINE COUPONS. AND THE WEBSITE DOES NOT FALL UNDER OUR PRICE MATCHING POLICY.
*Note: Shades Emporium had no problem with my price match when it was $12 and they have no problem combining two coupons when it was worth $12. However when the discount came to $51 (without the Facebook coupon) they said that they couldnt match the price because the website I found didnt fit policy. The website seemed to be no problem when the discount was $12.
**Note: their price matching policy is no where to be found while you are matching prices on their website. Not saying its not on their website but its not where its supposed to be.
OVERALL: Unprofessional and they're not even an authorized dealer according to Oliver Peoples. Will be notifying the BBB."
"Agree that this is the worst customer service ever. My glasses did not ship for 20 DAYS, despite being told that processing time is 3-4 days with standard shipping 6-9 days. Worst case, I should have had my glasses within 14 days. They didn't even ship them for 20 days, so I had no idea when they would arrive and was forced to buy another pair of glasses elsewhere. After waiting 22 days with no communication, I am still being charged a 20% "restocking fee" ($44 to restock a pair of glasses!)despite politely asking for it to be waived since they did not hold up their end of the agreement. Stay away!
Adding on as a response to seller - I did not receive notification of the delay, so of course I didn't respond. And I needed glasses, so I had to buy others. I didn't want an exchange or store credit when I had to purchase others during the 22 day wait. Also, it was not noted anywhere at time of purchase that this was a "custom order". Terrible business."
"MY REVIEW WAS TAKEN OFF THE SITE SO I'M RE POSTING IT
TERRIBLE!!! DON'T SHOP WITH THEM WHATEVER YOU DO. Here are transcripts of my online conversations with them. It took almost one month for me to finally decided to cancel my order.
Though they admit they took LONG to get my order to me and even let me know what's going on, they still want to charge me a $35 cancellation fee.
ORDER:
Hello Daisy!
We are delighted to inform you that your order with FramesEmporium has been received successfully and is in the process of being carefully plucked from our shelves. We will email you with a confirmation and tracking number as soon as we ship your order. Please allow 3-4 business days for your order to be processed.
Here is your order reference number:
Order Reference Number: EF7789
Your Order Information:
Items Ordered: 1
Total Charged: $229.82
Your Billing and Shipping Information:
Shipping Method: Ground (6-9 days from ship date) FREE
Date Ordered: 02/15/2012 23:34:56
CHAT #1:
Chat Transcript
Visitor: daisy
Operator: Stacy
Company: shadesemporium
Started: 24-Feb-2012 2:34:42 PM
Finished: 24-Feb-2012 2:42:41 PM
2:34:42 PM: daisy: I have not received any more information on my order since I placed it. Where can I find out information on it? It was placed on 2/15/2012 and I have ot received any email updates to even inform me if it's been shipped out
2:34:53 PM: * Call accepted by operator Stacy. Currently in room: Stacy, daisy.
2:35:19 PM: Stacy: hello
2:35:50 PM: Stacy: What is your full name?
2:36:08 PM: daisy: daisy samaniego my reference number is EF7789
2:38:49 PM: Stacy: The glasses are coming from the manufacture in Italy. They will be shipped to you within few days. As soon as we do that, you will receive a confirmation email with tracking number.
2:40:52 PM: daisy: so in a few days means they will be shipped by next week for sure?
2:41:34 PM: Stacy: they are scheduled to arrive to our warehouse during next week
2:42:35 PM: daisy: okay thanks. I'll get back to you guys if I don't get a tracking number by next week. Thanks for your time
CHAT #2:
4:14:03 PM: daisy samaniego: REF# EF7789
THIS IS THE SECOND TIME I AM CONTACTING YOU GUYS ABOUT MY ORDER WHICH I PLACED 16 DAYS AGO. I STILL HAVE NOT HEARD ONE WORD BACK FROM FRAMES EMPORIUM. NO EMAIL TO TRACK MY ORDER, NO EMAIL LETTING ME KNOW MY ORDER IS TAKING LONG BECAUSE THIS AND THAT. I AM CURRENTLY ON HOLD WITH FRAMES EMPORIUM ON THE PHONE NOW FOR 13 MIN OF SILENCE. ALL I DID WAS GIVE THE "REPRESENTATIVE" MY REFERENCE NUMBER AND SILENCE SINCE THEN.
I AM EXTREMELY FRUSTRATED AS I'M SURE YOU CAN UNDERSTAND. I REALLY NEED SOME ANSWERS FROM YOU RIGHT NOW PLEASE BECAUSE I AM SO DISAPPOINTED WITH THE SERVICE TREATMENT I AM RECEIVING FROM YOUR COMPANY.
4:14:08 PM: * Call accepted by operator Stacy. Currently in room: Stacy, daisy samaniego.
4:14:30 PM: daisy samaniego: 15 MIN ON HOLD NOW AND NOT ONE WORD STILL
4:14:45 PM: Stacy: hello
4:15:23 PM: Stacy: we are still checking about your order with the manufacture
4:15:36 PM: Stacy: we ordered the glasses from Italy
4:16:39 PM: daisy samaniego: I JUST GOT HUNG UP ON SO I NEED A BETTER ANSWER THAN "WE ARE STILL CHECKING ABOUT YOUR ORDER WITH THE MANUFACTURE"
4:18:07 PM: Stacy: Your order is scheduled to arrive to our warehouse within few days during next week. We will ship it to you with FedEx 2nd day at no charge to make up for the delay.
Visitor Details
---------------
Your Name: daisy samaniego
Your Email: ****@****
Your Question: REF# EF7789
THIS IS THE SECOND TIME I AM CONTACTING YOU GUYS ABOUT MY ORDER WHICH I PLACED 16 DAYS AGO. I STILL HAVE NOT HEARD ONE WORD BACK FROM FRAMES EMPORIUM. NO EMAIL TO TRACK MY ORDER, NO EMAIL LETTING ME KNOW MY ORDER IS TAKING LONG BECAUSE THIS AND THAT. I AM CURRENTLY ON HOLD WITH FRAMES EMPORIUM ON THE PHONE NOW FOR 13 MIN OF SILENCE. ALL I DID WAS GIVE THE "REPRESENTATIVE" MY REFERENCE NUMBER AND SILENCE SINCE THEN.
I AM EXTREMELY FRUSTRATED AS I'M SURE YOU CAN UNDERSTAND. I REALLY NEED SOME ANSWERS FROM YOU RIGHT NOW PLEASE BECAUSE I AM SO DISAPPOINTED WITH THE SERVICE TREATMENT I AM RECEIVING FROM YOUR COMPANY.
CHAT #3:
Chat Transcript
Visitor: daisy
Operator: Stacy
Company: shadesemporium
Started: 13-Mar-2012 3:43:23 PM
Finished: 13-Mar-2012 4:00:41 PM
3:43:23 PM: daisy: Order Reference Number: EF7789
I need to cancel my order. It has been almost 1 month since i placed my order and i have yet to even recieve a tracking number. I keep getting the run around.
I spoke to Ana Bamks at 12:40pm on 3/13/2012 she said I had to send an email which i will be doing right now.
I will not pay the $35 cancellation fee because you guys have been giving me nothing but excuses. I am extremely disappointed with the service I have recievd from Frames emp
3:43:28 PM: * Call accepted by operator Stacy. Currently in room: daisy, Stacy.
3:44:03 PM: Stacy: hello
3:45:48 PM: Stacy: Your glasses are coming from the manufacture and arriving to our warehouse tomorrow, it means we will ship them to you tomorrow. If you want to cancel the order, we will have to charge you $35 cancellation fee, because it is almost process, the glasses were ordered specially for you.
3:47:39 PM: daisy: I will not pay the cancellation fee. You guys have done nothing but lied to me and I have the transcripts to prove it.
3:48:16 PM: Stacy: We gave you the information, we've been provided with the manufacture
3:49:01 PM: Stacy: Your order will be ready to be shipped to you tomorrow
3:49:26 PM: daisy: I will report you guys to consumer reports and the better business beureu
3:50:25 PM: daisy: it's nerve wrecking to wait and wait for an online shopping company
3:51:03 PM: daisy: it's hard enough to trust online shops and not be scared to purchase items with the fear that they are fake or will take your money and run.
3:51:08 PM: Stacy: We again apologize for the inconvenience, but we can not wave the cancellation fee for you because the glasses are coming specially for you. We can offer you 2nd day shipping and you will receive the glasses by Friday
3:51:27 PM: Stacy: Your card has not been charged yet
3:52:02 PM: daisy: you guys have not been helpful at all and I will be reviewing you online as much as possible to expose the difficuties I have experienced with your company.
3:52:57 PM: daisy: I already spoke to my credit card company and I will dispute any charges that come my way from frames emporium so feel free to charge my card but I will not pay the fees
3:53:33 PM: daisy: It's only $35 but I refuse to give any money to a corrupt, decieving company as this one.
3:54:03 PM: daisy: I have been without my glasses for far too long for trusting your company.
3:54:39 PM: daisy: Do not ship the glasses out to me. Feel free to charge me the $35 fee and I will deal with my cards dispute.
3:55:26 PM: Stacy: Please, send us an email to cancel your order and you will receive a confirmation within couple hours
"
"I was very pleased with the purchase of my Barton Perreira sunglasses purchased recently. I lost a pair of Barton Perreira sunglasses right before I went on a vacation and I was able to purchase the same pair for cheaper than the original pair I purchased a few months earlier. The sunglasses arrived in terrific condition with no hassle in time for my vacation. Thank you! Keep it up and I will be back for Dita next month"
"I order frames (demo lenses) in December. They arrived a few weeks later and did not fit. Since that time, I tried exchanging them.. which resulted in a bad experience and waste of time. First model I chose (based on web choices) was no longer available. So I picked a second style, but turns out that one was not available either(back ordered to 2/18). So after Feb 18th (estimated back order date) I asked for it, and it turns out it is back ordered again (April). So I asked for a refund, but they still stuck to their policy of refunding minus 20% restocking. It's not like I did not want to exchange them! If they don't have the products that are shown online, there is nothing I can do. In the future, I am making sure I dont buy from this website. It has inconvenience written all over."
"I was very happy that you had the pair of burberrys I was looking for and could not find elsewhere. Your phone staff was very nice too. Great job"
"I was 100% satisfied when I received my sunglasses. They are authentic and brand new. Very well packaged. I will definately purchase from you again and recommend you to others"
"WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN MY LIFE. I bought a pair of defective Oliver Peoples sunglasses and after multiple phone and email attempts I got instructions to send them back for repair or exchange. I called them to get an update on the process and I was told that they were repaired by the "manufacturer" and were being sent back to me for a $10 shipping charge. I patiently received my "repaired" glasses and immediately noticed that nothing had been done to fix the original problem/defect. I was advised to email Alex Todd, which is supposed to be the manager there, to inform of this problem. He told me that the glasses were replaced for a new pair by the "manufacturer" and that I can contact Oliver Peoples if I like to repair them further because they are still under the warranty. I decided and to call OP and was informed by the head of domestic sales for the U.S. that ShadesEmporium.com is NOT and authorized dealer of their glasses, they have never received any repairs from them, and that my glasses are out of warranty because they were purchased by an illegal vendor. They also mentioned that they have been trying to go after ShadesEmporium.com for some time now and advised me to file a claim against them. Alex Todd denied that his company was not an authorized dealer and that my glasses never went for repair to Oliver Peoples. I then asked him for an invoice showing the repair (or replacement as he mentioned) and he said that they do transactions over the phone with Oliver Peoples. Drug dealers don't have invoices either for their transactions.
All I wanted was to have my glasses repaired or replaced. Not only did they not do that, they tried to cover up that they are not authorized to sell Oliver Peoples glasses.
WARNING: Do not trust them that you are getting a real product through authorized means!!! "
"Wow.... What a service.... First time buying on line expirience and it was a great one....
Friendly customer service, price is nobody can beat, product was delivered within time frame specified on their website, great packaging.... Product is 100% as described....
Will buy again no questions and tell all my friends about this positive expirience..
Thank you, very much Guys...
Fashion Lover..."
"I was extremely disappointed with the customer service at this company. As prior reviewers said, it took weeks for my glasses arrived. I paid for overnight shipping and they only refunded half of the charge. When I needed to process an exchange I contacted a company representative by email (I still have the correspondence) to make sure I would not be charged a 20% restocking fee. (I kept the first pair to compare the two) and they charged the restocking fee *even though I had copies of correspondence from their representative saying they would not do so.* I asked for the company to reconsider and they refused. Stay away from this retailer. The frames are not in stock and their customer service is terrible."
"After seeing a pair of Prada sunglasses in a retail store for nearly $500, I searched the internet for a better bargain. When I came across the exact pair of sunglasses I wanted here, it was nearly half the price of the retail store. My experience has been nothing but pleasant and I look forward to another purchase in the near future! Overall my buying experience was a positive one and I highly recommend them. The only recomendation is to have more pictures to help with the selections Thanks!"
"With so many phony reviews, and with this site it seems reviews are either 1 or 5 stars. I thought maybe the 1 star ratings were phony. NOT! I ordered 12.26.2011 and it is 1.31.2012. WTF? Haven't heard anything, can't get anyone on the phone. They clearly advertise way more lines than they have inventory trying to run a minimum working capital ecommerce site. Maybe they accumulate orders till they can get a container load shipment discount from the factory in Asia. Don't even think about it. Imagine a pizza joint that promises to deliver 30 minutes AFTER they get around to finally ordering and recieving a shipment of flour and order and take delivery on the cheese, etc. Might be 30 or 35 or 40 days + 30 minutes, but a deal is a deal. "
"I had been looking for a particular frame from Dolce & Gabbana to no avail. I searched online and found it, I also found the frames I had long been searching for! The price was great, speedy delivery and the follow-up was amazing. Im pleased with the outcome and love them."
"Be prepared to wait weeks or months for your sunglasses, because they don't stock anything. Be prepared to waste time calling their 800#, because they will never call back and have admitted it. Be prepared to never get a response to any emails you send asking for status of your order. Be prepared for them to want a $35 cancellation fee, after they finally get your glasses in stock and decide to respond to your multiple requests to cancel the order. Be prepared for them not to care at all that they have not responded any of your requests for weeks, and have no clue what customer service is.... "