"They are awesome! Communication certainly is a key to their success. they let you know what is going on every step of the way! They saved me from having to give up my favorite pair of sunglasses."
"My initial interaction with OpticsFast customer service was not good. However when I called back the next day and explained what I experienced it was immediately rectified to my satisfaction. My experience after that was pleasant. The pricing and shipping were excellent. The product was as expected and packaged beautifully. I'm extremely pleased with my purchase and the service provided by OpticsFast. We will be making another purchase very soon."
"Unbelievably poor service. I had major problems with the website crashing - I even tried a mac and a pc with 3 different browsers. When I finally placed the order, the summary order was different than what I placed (the lens options were different). They then called and said the order was going to be over $60 higher due to 'computer pricing issue" even though my receipt clearly showed I 'bought' the higher priced lens. A classic 'bait and switch' marketing scam. I cancelled my order... hopefully they are more ethical making glasses than they are taking orders. "
"Great product
exactly what I wanted at the store - the only difference was it cost me $55 less here than at the store
Professional and wonderful customer service
Will be doing a lot more business with them "
"very good seller.
product came in perfect condition.
happy to buy product from this website."
"DO NOT USE THEM! I sent in all but new $300 Prada glasses to have a replacement for a lense which was scratached. We have a UPS receipt They acknowledged they LOST them and apologized but REFUSED to replace for free. They offered me a 15 percent discount on their glasses which I can get anywhere. THIS IS A RIPPOFF!! YOU MAY EMAIL ME AT ****@**** TO VERIFY. Becky Quaker said their website says they are not responsible. But she could not tell us where. What repair shop refuses to make good on merchandise they lose? This place should close their doors."
"I needed an arm soldered back onto my glasses frame because it broke off. This work was done and the repair appears solid, but messy. The nose rests needed adjustment and this was done, but not adjusted evenly. I am disappointed given the cost was fairly high. I expected a lot more."
"This is a TERRIBLE firm to do business with! They might as well have their corporate slogan read:"Welcome to Opticsfast.com where the customer is the enemy!!"
I attempted to have 2 pairs of glasses repaired and was charged for both along with insured shipping. What should have been a week to ten days wound up being a month with crappy customer service and communication about basic things. I was charged for insurance for the return shipment, but the items were never insured as paid for. Judge for yourself re: my attempts to resolve the issues professionally and then make a decision. Avoid this firm like the plague!
Subject: Order #XXXXXX issues need resolution
Hello,
I received my package on Saturday the 12th.
I have a number of issues that I would like you to address regarding my order, so I called your customer service number and spoke w/Jackie. I outlined my concerns and she said she was unable to help me with anything on my list and that I should email you at this address in order to receive answers.
So here's the list:
1. My order included two sets of glasses for repairs. I was told that both could be repaired, and I was charged two different repair fees for a total of $99.98.
However, only one pair was actually repaired, so a partial refund/credit is in order. The problem is that since I don't know which repair fee quoted was for which set of glasses, I don't know what the correct amount the credit should be, or what to ask for. I have no email indicating those charges so I can't specify an amount.
2. The order also included a request for the removal of scratches on the lens. The scratches remain and from what I can see, there was no attempt to actually do this work requested. I believe this aspect of my order was ignored.
3. I also paid additional funds of somewhere between $5 & $7 for additional insurance on the return package, yet they were sent back UPS without any additional insurance over and above the default $100 value that comes with EVERY UPS package shipment. If you are going to charge for insurance, then it is best that you actually provide for the insurance and specify what dollar amount the packages will be insured to. I have no quarrel with acknowledging and paying for the costs of packaging the items or the box they go in. Those are understandable expenses. But charging for something that is not provided does not sit well with me.
4. And finally, the repairs that were made to the titanium frames are disappointing. The re-attachment of the nose pad arm to the center of the frame was done in such a way as to render the nose pad arms at very different angles/heights/lengths, which makes any sort of adjustment or positioning of the repaired arm functionally impossible. I simply can't get these things to sit properly across my nose because of the manner of repair, and the lack of height parity across the two arms make me look pretty silly.
If the repairs were going to be done in this way, it would have been a good thing to call me and discuss the repair and the likely end result BEFORE the work moved forward. In my naiveté I thought that to the degree some sort of "welding" was going to occur, that appropriate additional material would be added to the joint in such a way as to render the final result with arms that were of the same height, length, and positioning. I can send you photos of the work if you like and you may judge for yourself.
All in all, with the repairs taking a month to get done, this has been a very disappointing experience. "Fast" is not a word I would use to describe this repair. The communications, or mostly lack there of from your firm, has only added to my frustration. While your customer service reps on the phone appear to be earnest about helping, they seem to be without much information or ability to do exactly what they are tasked to do--provide useful insight and service relative to the true status of repairs.
Please credit me with the funds for the repair that did not take place and address the above concerns as soon as possible.
Although pricing is important, especially in a business that functionally deals with items that can be viewed as "commodities", in the end a satisfying consumer experience involves fair pricing, solid communication, and meeting a client's expectations for the quality of services being contracted for. Its not always about being the cheapest guy on the block as there is always going to be someone who is ready to under cut in order to gain a sale, cut corners with inferior knock offs to boost margins, or do shoddy work because they don't care if the customer ever returns.
I don't mind paying for quality and service because having service providers that do things I cannot do myself is of value to me. I also know that to pay the lowest price vs. a fair prices is mostly likely going to cost me double when the work needs to be redone properly or an item fails because it wasn't up to the task.
Everyone needs to eat and I want you to earn solid revenues and returns on your business investment. However, to do that, you actually need to step up your game on pretty much all fronts in order to attract and retain the very people you depend on to make those efforts a reality. Sadly, that is not what appears to be happening at the moment.
After these issues are resolved, I will post to the sites you requested I visit in order to provide the feedback you said you desire.
Thank you.
OpticsFast Sales Team wrote:
I am sorry I cant not read email this long we are very busy Please send me a new email with issue in 1-2 sentences.
Becky S. Customer Service
To: OpticsFast Sales Team
Are you kidding me?! Really? Too busy to resolve issues?
Okay here it is: you owe me a partial refund. Pay up!!
OpticsFast Sales Team wrote:
I show we Fixed 1 of 2 so we need to refund you on 1 that was not fixed right?
Becky S. Customer Service
To: OpticsFast Sales Team
Yes. And you charged for insurance on the return mailing you did not actually provide. UPS has a standard $100 default and you were supposed to insure the package but did not.
OpticsFast Sales Team wrote:
Total refund is JOB:FRAME 2 NOSE BRIDGE REPACEMENT NBR2 1 $39.99 + $2.95 Please confirm
Becky S. Customer Service
To: OpticsFast Sales Team
I think you have it things confused.
The temple reattachment was the set of glasses that were not repaired. The nose pad to frame work was done, but rather badly.
No scratches on the lens were removed as ordered.
Extra insurance that was ordered and paid for was not in fact purchased for the return shipment.
OpticsFast Sales Team wrote:
I am so confused on this order and just want to rid myself of it. Can I give you $80 DISCOUNT towards a brand new frame?
Becky S. Customer Service
To: OpticsFast Sales Team
No. I don't want to make a purchase, I want a partial refund.
If you would review my email outlining the issues (the one you said was too long and you didn't want to read), I think it will become clear to you.
I am owed a refund for the repair that did not occur on the glasses with the broken temple.
I am also owed a refund for the up-charge I paid for the shipping insurance that was in fact not purchased by you to protect my items as requested and paid for.
Since I don't know (you folks never told me!) how much each repair was separately, I can't tell you how much the refund amount should be.
I don't want new frames, I want a portion of my money back for services that were not provided as agreed to and as was charged for.
OpticsFast Sales Team wrote:
I will give you back $45 and go our separate ways ok?
Becky S. Customer Service
To: OpticsFast Sales Team
Fine. Confirmed provided the credit is issued today. Any delay and I will file a dispute for both charges to my debit card and you can sort it out with the bank.
OpticsFast Sales Team wrote:
You will have gotten 2 emails from my processor totaling $45 We do apologize for this issue and hope that you never come back to us again.
Becky S. Customer
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"initially the product was out of stock but the company got it to me in a timely manner and gave me a coupon code for my next purchase. now I have my favorite sunglasses I lost back!!"
"Received my item on time. Customer service responds very soon after contacting them and help you as much as they can with placing your order or answering questions. "
"Had a wonderful buying experience, would definitely buy from there again! Thanks, Dana S."
"I am a recent consumer of optics fast and so disgruntled I am looking for others that may be interested in a class action suit. They pulled a bait and switch with me, and asked me to pay again for lenses they made incorrectly the first time. I am particularly interested in others that ordered Crizal Alize anti reflective coating. When I received my glasses I had a certificate of authenticity for a lower grade Crizal product than what I paid for. After communicating with Becky S., who may be certifiable, I believe this whole operation is a scam and they should not be able to sell medical devices. Please post if you are interested. If enough people come together, people like this will be put out of business. "
"I found the company online, and in desperation, I immediately shipped my REVO sunglasses to them for repair. I was thrilled with the prompt response to my order being received and the initial estimate email was sent within 3-5 days as expected. I paid my repair bill online and my glasses arrived in the mail today! The entire experience was only 12 days including shipping time. I am thrilled and will recommend and use them again!"
"My wife stepped on her glasses. I looked up OpticsFast and sent them along with her prescription in and got a price that was half that of replacing the broken frames and new lenses I would have paid to a local glasses franchise shop. And the turn around time was faster. Good deal!"
"they were quick, honest and no b/s!!!!!"