- STORE REVIEWS
- PRODUCT REVIEWS
2011-02-03
1/5
"I purchased a set of Oakley Evade prescription glasses from FramesDirect.com in the first week of January. I payed over $450 for these glasses alone, plus $15 shipping to get it in under a week from shipping date.
First, they DID NOT provide me a way to track the order. When I asked about their order tracking, they said it was down. Understandable, so I waited a week.
On order, I was told they would be done and shipped within 7-10 days. They said they would have to order the frames from Oakley, send them to lab, then go through quality control check. After a week, the glasses went off to quality control where they spent 3 days there.
So after 15 days from purchase, I got my glasses. First thing I noticed is they were shipped in a FedEx Large Box...odd for such a small package. I proceeded to open the box and then noticed the Oakley box inside...WITHOUT PADDING!!! The box was in horrible condition on the outside and bent.
I proceeded to open the box and found the glasses were in their respected case, thank goodness they were. Opened up the Oakley box and proceeded to unwrap the glasses.
By now I am excited. New glasses in, long time waiting, and my new weaker prescription. However, first thing I noticed was a paint chip missing on the nose of the glasses! I was devastated. Went on to put them on anyways and noticed one hinge was broken! Now I am pis*ed.
I immediately called FramesDirect and got customer service. The woman there proceeded to transfer me to the returns department...but this ended in a disconnection! I called right back and got the same woman in customer service and asked to be connected to returns again. Once there, I got a VERY RUDE representative on the line. Five minutes after talking to her I demanded a supervisor.
After getting on the phone with the supervisor I explained the situation. Got the glasses in an oversized box, no padding, internal box damaged, paint chip on bridge, and broken hinge. What did she say? Let's set up an exchange. I said ok, and she told me it would be my cost (which they would reimburse up to $8.99) to ship them back. Once they received the glasses, they would examine them set up the exchange. The exchange would consist of ordering new frames from Oakley AND redoing the lenses, per their policy and operations. I asked her the normal time frame, and she said 5 days to get them in and process the return, then the same process before, 7-10 days, to get the glasses and ship them out which to me would be 2 days...with my math and experience this means 14-17 business days to get a new pair of glasses! That is bull!
She explains to me the damage I am seeing is caused by Oakley, and that their products are sometimes junk in cases. I told her with my experience with Oakley, both online and stores, she is telling a false statement. I tell her the damage looks as if done when mounting the lenses. She then tells me Oakley mounted the Essilor lenses, and they may have caused the damage. Oakley does not sell any other lenses but their own brand. She is basically feeding me bull...or trying to. Didn't work, sorry.
I went on the ask the rep if I could just have a new pair ordered while they wait for mine to get back...she said no...
I then asked if I could make another order and get a full refund on the others...she said no...
Now I have had it, I ask for a full refund. What does she tell me, it will be a 20% restocking fee! What the hell! I proceeded to ask her where it is on me (financially) and my fault the glasses were damaged and even somehow passed quality control. I explained the situation, my thoughts, and asked her if she ever heard of the BBB. She then said she added to my notes a full refund and no restocking fee. What does she do after this, says "Thank you have a nice day" and proceeds to try and hang up. I tell her "Hold on" and double check the return number and the notes.
After all this, I sent the glasses off, and called next day to send pictures of the damage, video of the damage, and the tracking number to a supervisor and for the notes on the order. I also went on to call Oakley and ordered the frames directly from them. I told them about my experience with FramesDirect.com and double confirmed Oakley does not mount their lenses or sell Essilor lenses...they don't. I had my new frames from Oakley in 2 business days from my order date! Oakley is awesome. They also came with all the Oakley accessories in box which I had not noticed before were missing from my FramesDirect.com order.
After sending them off 2nd day air, it took them 1 day to process the refund. I was refunded for the price of the glasses and $8.99 for shipping. As of right now I just saw the refund and feel that I should warn others about them. Stay away from FramesDirect.com!"
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