Reviews 3.6
12,835 total
Mike R
1 reviews US
Good for Some and Horrible for Others
I so badly want to like everything about this company. The ordering process was relatively smooth and the pricing is truly competitive. Unfortunately, where they fall down (but are transparent) is around their service model. If you compare them to their online competition in this regard, they fall short in a big way. My issue - glasses came in damaged. I need them though. That's why I ordered new glasses. The only option to get them repaired is to be without glasses for "approximately 3 weeks" while we ship them back, they review, process repair and return them to me. I understand this for a WARRANTY issue, but not for a new pair of glasses. They should JUST SEND ME A NEW PAIR and then allow me to return the old after I receive the replacement pair, so I'm not without glasses. Unacceptable.
Date of experience: February 10, 2022
Hello Mike, I'm so sorry to hear about this. Our warranty policy is standard with our type of business and we usually do require the item to be returned for evaluation for any type of lens issue, but I will have a manager look into this right away. They will be in contact with you as soon as possible. Thank you so much for your patience, Leslie
Katie Tanner
1 reviews US
Never Again
This is my final order from FramesDirect. Not happy with this experience and the customer service was horrible. They provide an estimated time before you purchase, but then it’s going to be much longer till your order actually arrives. I think it’s funny that if you leave a negative review, they say they can’t find your order and need more info. I was given 3 days to prove I shopped there or Frames Direct was challenging my review and it would be removed . I see many reviews that have never been verified that are positive.
Date of experience: February 02, 2022
Hello Katie, I'm sorry to hear that you were not happy with your experience with FramesDirect.com. I was not able to find any order in our system with the information you provided in this review. I have requested that TrustPilot ask you for some information regarding your order. Please provide the information to TrustPilot so that I can look into this for you as soon as possible. Thanks, Leslie L --- Hi Katie, No that is not true. All positive reviews have to be treated just like negative reviews. TrustPilot is a legitimate review service. If you have concerns of how they collect reviews, please review their guidelines for consumers and businesses. Every one of the positive ones you see here are linked to an order number or I was able to find the order using the name the customer provided in the review, or they are called "verified" reviews. If I could not find it, I requested it just like I requested info from you. If you have a copy of the receipt, please respond to TrustPilot's request for information so they can verify this as a genuine experience. Regards, Leslie L
Zack Huber
1 reviews US
not good lenses for a working person
If you work outside for a living don't bother with lenses from these guys. Had my set of glasses for 4 months and the lens coating was peeling where I had got water on them. Sent them in for warranty and they wouldn't cover them because the lenses were scratched. They sound very proud of their lenses and coatings on their website, but don't let that fool you they don't stand behind them at all. Update! They claim they're lenses aren't suitable for extreme weather, huh. I guess if you just live in any northern state like Montana, North Dakota, Minnesota, or Wyoming just to name a few that see temperatures anywhere from minus 40 to 110 degrees Fahrenheit you should also refrain from buying these lenses. I hate to tell ya frames direct, but extreme weather is a fact of life in the United States. Anyone that has a life to live and doesn't lock themselves in the basement has to deal with it. As a volunteer firefighter I need glasses that can withstand the elements and they're telling me theirs can't.
Date of experience: January 31, 2022
Hello Zach, I'm so sorry to hear about your lens issues. I reviewed your order and communication with our staff and I want to clarify that the reason the lenses were not covered under warranty was not because they were scratched. They are noted as not covered due to outside/external factors causing the peeling coating. The peeling was not due to a warranty defect of the lenses. Water alone would not cause what you are describing, but extreme weather would definitely cause something like that. I will have a manager look into this right away to make sure nothing was missed. They will be in contact with you as soon as possible. Thank you so much for your patience, Leslie
Sentoria Albany
1 reviews US
Poor Quality Lenses
My previous experiences with this company were great. Obviously somewhere down the line they seemed to sacrifice quality. I ordered 2 pair of glasses in November of 2019 for over $1400. The shipping was delayed as many others have complained about so I received one pair mid December and the other late December. Well, the daily glasses with supposed anti-scrarch lenses and premium lense package have developed massive scratches, peeling and "blotches" rendering them practically useless! This company offered a 20% discount to replace the $500 lenses I purchased in 2019 as they only warranty for 1 year. One would expect that "premium" lenses would last beyond 2 years!!! However, in the case of this company, not true. Their 20% discount on replacement is insulting. I will NEVER utilize their services again for lenses. I have no issues with the frames so I would suggest just order frames, leave their sub-par lenses and get them filled locally.
Date of experience: January 22, 2022
Hello Sentoria, I'm sorry to hear that the lens coating is beginning to peel off. Lens coating peeling does occur with normal wear and tear. According to 2020 consumer reports, virtually all coatings are designed to last the life of the prescription, which average, is about 28 to 30 months. Our lenses do include a 1-year manufacturer's warranty as we want to ensure that the lenses have absolutely no issues within the first year after purchase. This order was placed in November of 2019 and so unfortunately, the manufacturer's warranty expired 14 months ago, in November of 2020. I want to assure you that we do care about our customers and we try to make our customers happy as much as possible. If we are contacted shortly after the warranty expired, we try our best to provide as much assistance as we can to help resolve the issue but 14 months after warranty expiration is quite a long time. I do not know if there is anything that can be done after such a timeframe has passed. However, I will have a manager review your concerns that you posted in this review. He will be in contact with you as soon as possible. Thank you for posting your feedback. Have a good day, Leslie L
Danielle
1 reviews US
TRASH
Surprise, surprise! UPS can’t find anything and closed the investigation. Don’t worry. My bank will make sure that I get back every penny back. Trash company that steals! 2nd reply: Keep telling lies! You only offered a refund for shipping after I wrote this review! I’ll wait for UPS to tell me they can’t find my glasses and file a chargeback. I’m not waiting for your company to file an “investigation” that will take forever just to avoid refunding me for something I never received. Again, your customer service is garbage! You only care about how you look and. It the customer. Reply to Leslie: no one offered a refund for the shipping and if you will only refund me if I return the merchandise I never received then your clear intention is to not issue a refund at all. I will be filing for a chargeback as not issuing a refund for merchandise I purchased and never received is the same as stealing! Your reply is absolute garbage just like the company you work for. It’s unfortunate there is no place for me to report you and your business that will keep you from doing this to other people. Update: Not only is this company not helpful but the decided to give a response to my original review stating false information. I have an open case with UPS that will most likely result in my glasses being gone. Pointing fingers at your already frustrated customers probably isn’t the best way to deal with them. I made sure to put a stop payment on any other transactions and will be filing a chargeback with my bank since you refuse to refund me. Below is my original review. Be sure to read it before you make a purchase from them. Too bad I can’t give them a negative star rating. This company is trash! I Ordered my glasses and never received them. UPS says they never got a package and frames direct said they sent one and won’t refund me even though I haven’t received anything. UPS is trash too! Both have the worst customer service I’ve ever dealt with. Do not order anything from this company! If you check any other review site they have a garbage rating.
Date of experience: January 20, 2022
Hi Danielle, While we definitely want you to share your experience with the public, continuously deleting your review and then reposting it so that the business' response is deleted is not appropriate. I have reported this due to misuse of the TrustPilot platform. As explained, your package was given to UPS and the package is currently in transit. Your shipping label was created on 01/17/2022 and was given to UPS late in the evening on that day, around 9PM. UPS did get the package as the tracking scans show the package has been scanned at multiple different locations as they reach each UPS facility. The most recent scan was on the 18th, and your package is currently in Rhode Island (Scan: 01/18/2022 9:13 A.M. Processing at UPS Facility Warwick, RI, United States). I do see that you requested that UPS open a lost package investigation yesterday, which they have done for you. I understand that you paid for UPS expedited shipping (2 business day shipping/transit time) and I am sorry that you are not happy with the current UPS transit time. However, I do see on their website that there are multiple delays with UPS right now due to severe/dangerous weather conditions in your location, the Eastern United States (https://www.ups.com/us/en/service-alerts.page?id=alert1). I see that you have already spoken with our Customer Support Manager. While delays caused by severe weather are out of our control, we have already offered to refund the shipping fee that you paid for UPS expedited delivery if the 2 business day delivery time is not met. I do apologize, but we are not able to issue a refund for merchandise that has just recently shipped and is still actively in transit to the delivery location. If you wish to return the merchandise when it is delivered, you may do so: https://www.framesdirect.com/customer-service/returns-and-exchanges Regards, Leslie L ---- Hi Danielle, Thank you for your feedback and I am sorry you feel that way. You were offered a shipping fee refund and the refund was processed yesterday before end of business day. An email was sent to you yesterday advising you that your shipping fee was refunded. We do have a process for handling lost/missing packages, but this package is not considered lost at this time as it just shipped earlier this week and there are known weather delays with all deliveries/carriers. If it happens to be lost, and UPS deems it lost, we can certainly begin that process, but the package is still in transit at this time. I am truly sorry that your package hasn't been delivered yet. Regards, Leslie
Steve Chambers
1 reviews US
No mention of frames were to be backorderd.
There was no mention that the frames I ordered were back ordered. So after I ordered and they sent me a confirmation I found out that they were going to take longer. I had wanted these in the amount of time they stated but it looks like a lot longer. I am not happy with this and had thought about ordering another pair. Not any longer it looks like unless they get moving quickly.
Date of experience: January 11, 2022
Hello Steve, I apologize that your frames are on backorder. Our website does provide the average estimated processing and shipping times for our products, which is 11-14 business days for prescription eyewear. This is accurate for a very high percentage of our orders. Our website also explains that if your item is on backorder, it could take longer than the estimated shipping times listed. This information is provided here https://www.framesdirect.com/knowledge-center/frequently-asked-questions#shipping and on the shipping page here https://www.framesdirect.com/include/information/shipping_options.aspx. As we order the merchandise directly from the manufacturer when the order is placed, we may not know when certain frames are on backorder until we try to order them. FramesDirect does not stock all frames as this is what keeps our costs low. I apologize that we cannot provide anything other than estimations but we do notify our customers as quickly as possible if the item that was ordered turns out to be on backorder. I will have a manager take a look at your order. You will be receiving a call from a manager within 48 hours of your request. Again, thank you for your feedback. Regards, Leslie
Simone Zani
1 reviews BR
Disasterous return/replacement process
I have purchased a prada eyeglasses on March of 2021 with them and was the most beautiful and confortable pair of glasses I have ever purchased in years. Unfortunately I have noticed after 4 months of use that a tiny piece that holds one of the legs was broken. I have filled for a return in August and only after a month I received confirmation that it was covered by their warranty. Almost another month for them to tell me that they couldn't replace the original model because it was discontinued. I was offered to choose another pair which I did. After that, I received an email that the model I choose was also discontinued. Had to place another order and after 5 months I am still waiting for my new pair of eyeglasses and in this meantime I am still using my old ones that are already outdated. I am very discouraged to purchase anything else and can't reccomend this company anymore. Can't describe my frustration and disappointment with them. The company has followed up and problem was resolved.
Date of experience: January 09, 2022
Hello Simone, I'm so sorry to hear about this. I will have a manager look into this right away. They will be in contact with you as soon as possible. Thank you so much for your patience, Leslie
Joe Hall
1 reviews US
I'd rate lower if I could.
I'd rate lower if I could. I tried to for prescrpition lens inserts frm FramesDirect.com. These are the most hateful, rude, indifferent, and condescending people I've ever dealt with. Their website is a confusing mess. I sent my prescription but they decided I was too black to sell their lenses too. I sent a bad review now they've decided not to sell me their precious lenses and no refund as yet. This place should be investigated. You people just won't quit. You OCD or something? I took my business elsewhere and let everybody I know about you.
Date of experience: January 07, 2022
Hello Joe, As explained in the response to your first TrustPilot review, I have reviewed all communication between you and FramesDirect staff and no one was rude or discourteous to you. I am sorry that you felt that our agent was rude. However, I felt that your reactions to our staff and multiple threats to our business regarding the RX requirement were not appropriate. Based on your attitude towards our staff and policies, we respectfully declined your business. Your order was cancelled and you have already been refunded in full. I am sorry it did not work out. We wish you well and we hope you are able to find the Quest 2 prescription inserts from a different retailer. Regards, Leslie – Operations Manager
Daniel Edwards
1 reviews US
Terrible experience / Bait & switch
Had a terrible experience with this company. They sell glasses that they don't have. Very frustrating...spent hours looking through "sales options". Selected a pair I was happy with, ordered the glasses, uploaded my prescription, paid with my credit card and choose expedited delivery. Got my confirmation email with order number. 2 days later they call to say the glasses I selected were no longer available. Of course the sale is now ended so they wanted me to now choose from the "full price" options. Very disreputable company!!! Save your time & money and shop elsewhere.
Date of experience: December 22, 2021
Hello Daniel, I am sorry that you feel that you were misled. As our Customer Support Manager has explained to you, because we order the merchandise directly from the manufacturer when the order is placed, we may not know when certain frames are on backorder or discontinued until we try to order them. FramesDirect does not stock all frames as this is what keeps our costs low. This is also why we do not list frames as "in stock" on the website. Manufacturers try their hardest to provide us the most up to date list of discontinued and backordered frames as their inventory depletes. Unfortunately, there are times when the manufacturer may not advise us that an item is on backorder or is discontinued until the item is actually ordered. This usually happens due to the demand out weighing the supply - supply can be depleted too quickly before the manufacturer can notify those who order from them that the item is no longer available. I apologize that we cannot provide anything other than estimations but we do notify our customers as quickly as possible if the item that was ordered turns out to be on backorder or is discontinued. You placed the order on 12/15 and you were notified that the item we attempted to order for you was discontinued the next day, on 12/16. You were not charged and we notified you as soon as we were notified that the item was not available. We gave you the option of looking for alternatives but this was not a requirement. Again, we apologize for the frustration and thank you for your feedback. Regards, Leslie L
Mia Nicole
1 reviews US
Bait and switch delivery times
Bait and switch delivery times. My frames where promised in 5 days and I still haven’t received them and they were ordered Nov 28. It is now Dec 15. This is unacceptable.
Date of experience: December 16, 2021
Hello Mia, I apologize for any confusion you may have had regarding your ETA but we do not promise or guarantee any processing or delivery timeframes and our website does not promise a 5 day turnaround time. Our website provides estimated processing and shipping times. For those buying the frame only, processing time is 4-6 business days plus shipping time. For RX eyeglasses (frame and lenses), processing time is 10-12 business days plus shipping time. For RX sunglasses (frame and lens), processing time is 12-14 business days plus shipping time. The majority of frames or RX eyeglasses ship within those timeframes. However, some brands and RX jobs do take longer than others. Our website explains that some products and brands may take longer to process than others and that you will receive a more accurate estimated shipping date from one of our opticians when you place your order here: https://www.framesdirect.com/include/information/shipping_options.aspx. I would like to review your order to confirm if it has been handled correctly or if your ETA was provided incorrectly but I could not find an order using the first and last name you provided in this review. Please provide this information to TrustPilot so that we may look into this for you. Thanks, Leslie L ___ Thank you for providing your order information, Mia. I reviewed your order and I confirmed that you were not promised your frames in 5 days. Your order was for a pair of prescription eyeglasses. The general ETA for prescription eyeglasses is 10-12 business days per our website, with some taking longer due to unusual/high RX or delayed frames. Your optician provided an original ETA of 13 - 20 business days on 11/29. Your order was shipped on the 13th business day. Your order was not delayed and shipped within the quoted ETA provided. Regards, Leslie L
Jocelyn Muncaster
1 reviews US
Worst experience ever
Placed an order November 3 2021. It is now December 8, 2021 no glasses. Lots of excuses broken frames, delays in delivery and lens imperfections by the lab. NO offer to reselect to get glasses within a reasonable time frame after I explained that I needed them ASAP. Just more excuses. They do not stand by getting your glasses within the advertised time up to 14 days. I have waited 35 days and I was told I would not be getting glasses till December 14, 202. I didn't trust them to deliver by that date. I requested a refund. Their customer service is less than acceptable.
Date of experience: December 09, 2021
Hello, I’m sorry to hear that your order was delayed. I do see that the lab was having trouble with mounting the lenses to this frame. Please be assured that there were indeed legitimate issues and they were not excuses. We try to get everyone’s order out within the ETAS provided on the website but unforeseen occurrences do happen. Your order has already been cancelled and you have been refunded in full. Thank you for posting your feedback. Regards, Leslie L
Dissatisfied
1 reviews US
Frames don't fit
I received my glasses and they did not fit my face. FramesDirect would not offer me a refund and would only give me a 50% discount on the replacement pair. I would not recommend ordering frames from this site unless you already have your size
Date of experience: December 08, 2021
Hello Dissatisfied, Thank you for reaching out on TrustPilot. I reviewed your order and this order was placed back in June. We do have a return an exchange policy that takes care of fit or preference issues, however, this order is unfortunately way outside this policy timeframe. Due to your request being several months past the return date, your optician offered an exchange as an out of policy exception but this exchange would include a 50% lens fee (which would add up to $42) for being so far outside the return policy window. I believe you may have had some confusion on the offer. I have informed the Returns Manager of your concerns and he will be reaching out to you. Thanks for your patience. Regards, Leslie L
Katherine Jones
1 reviews ES
Very upset
Very upset. I've called Frames Direct three times now (over the course of a week) and they cannot provide me with the tracking number to the order that I placed 6 weeks ago. My understanding is that my contacts are being shipped directly from the manufacturer. They're lost in the mail somewhere. Frames direct does not have an efficient way of communicating with Acuvue. I don't have my order in a timely manner and I have no way of checking on it. Meanwhile I'm stuck wearing the ugliest glasses ever! At this point, I would really just like my money back so that I can order contacts somewhere else, but the person that I talked to laughed and said that there will need to be a review process. Good luck to anyone placing an order! If it doesn't come right away, there's no way to track it!
Date of experience: December 06, 2021
Hi Katherine, Oh no! I'm so sorry to hear that there were problems with your most recent order. I've reviewed the order and I do see that there was some miscommunication. This was supposed to ship out quite a while ago but we did have to reach out to the supplier to confirm. It was not lost in the mail. I have reached out to the Customer Support Manager and informed him of the issues here. He will be in contact with you as soon as possible. Thank you for your patience as we look into this. Regards, Leslie L
John Kelly
1 reviews US
Terrible customer service.
At first I was happy with the frames that I bought. After a month or so, I had a very small chip in one of the lenses. I sent them back to get fixed under the warranty. They informed me that it would cost over a hundred dollars to replace the lens. I refused the repair and had them ship them back to me. I will never use this company again. Their customer service is horrible. They lost a customer for life and I will never recommend FramesDirect to anyone. I only had the glasses for less than 2 months. I also paid for scratch resistant lenses, that obviously did not work. Save your money and use another frame company. These guys are awful.
Date of experience: December 03, 2021
Hello John, I am sorry to hear that you are unhappy with the warranty policy regarding scratched or broken lenses. I want to assure you that FramesDirect.com only sells the highest quality Essilor lenses. Essilor is the world’s leading ophthalmic optics company and FramesDirect.com is owned by Essilor-Luxottica. All of our lenses do come with scratch resistant coating, but no lenses are scratch proof. All lenses will scratch if improperly cleaned or cared for with dirty or unsuitable cloths, or are accidentally damaged, dropped, or scuffed. I reviewed your order and I do see that your lenses were evaluated and showed signs of accidental damage to the lenses. However, I will have the Returns Manager review your concerns and get back to you as soon as possible. Thank you for your patience as we look into this for you. Regards, Leslie
Debra Moskowitz
1 reviews US
After posting the review, manager of store operation contacted me and acknowledged there was an error and refunded me my money. Also, I am no longer receiving emails.
They sold me frames/lenses that were too small for progressives snd then insisted in refunding me for only 50% of cost of lenses despite false advertising that claims free returns. I went to a storefront and was fitted with the perfect pair of glasses. Now I’m trying to unsuscribe from their constant barrage of emails and I am unable to do so on their website. I greatly regret doing business with this company.
Date of experience: November 26, 2021
Hello Debra, I'm so sorry to hear that you were not happy with your purchase. I will have the Returns Manager review your order and get in touch with you as soon as possible. Regarding unsubscribing from the mailing list, I can do that for you. Thanks for your patience as we look into this for you. Regards, Leslie
Carol Countryman
1 reviews US
FramesDirect cannot make RX glasses
I bought my glasses in August snd when I finally got them my prescription was wrong, so I sent them back to be fixed. The second time, I not only got the wrong prescription, but also the wrong glasses. I asked to be reimbursed. It is the end of November and I do not have glasses nor have I been reimbursed. I would never recommend this company.
Date of experience: November 21, 2021
Hi Carol, Thank you for your second TrustPilot review. I'm sorry we were not able to get your order right. I see you requested a refund on 11/17. Your refunds were submitted on that date and your refund was processed on 11/18. You have already been reimbursed in full as you requested. Please note that there will be two refunds, one for the order, and one for shipping. They will post as separate transactions. While there were issues with your order, Progressive lenses are actually one of our top selling lenses and only a very tiny percentage of orders out of the thousands and thousands of progressive lens and RX orders we have fulfilled since offering progressive lenses come back needing troubleshooting or changes made. We have sold over 1 million units with many of those being RX orders who are happy customers. Again, I apologize that your order was incorrect. Regards, Leslie
john williamson
1 reviews US
no good
Worst experience ever trying to purchases glasses from framesdirect. Had to enter all my information which is normal, then i need to send a copy of my prescription to confirm my information. I was kind of annoyed at this point. Then i talk to some one on the phone because my PD was not on my prescription, so that caused an issue. Then whoever i was speaking to told me that, they had the frames in stock. I found this to be odd because i didn't ask about turn around time. Then i get an email today saying they the frames would not arrive until December 14th, then it takes 2 weeks to make the lenses, then its shipping on top of that. So I called, and they said they were on back order. But the day after i placed the order they had them in stock right? no thank you, give me my money back.
Date of experience: November 12, 2021
Hello John, I am so sorry to hear that your frames were on backorder and that you were upset about the requirement for a copy of your RX. Because we are a licensed optical, we do require a copy of the prescription just as your local optical would require. I do see that your frames were available originally but when we submitted the order to the manufacturer, they had already gone through their supply so they changed to backorder status at that time. FramesDirect.com does stock some, but not all items listed on our website. Most items are shipped to FramesDirect.com directly from the frame brand manufacturer facility when you place your order with us. Our website does provide the average estimated processing and shipping times for our products, which is 11-14 business days for prescription eyewear, which is accurate for a very high percentage of our orders. However, there are times when the manufacturer may not advise us that an item is on backorder until the item is actually ordered. This usually happens due to the demand out weighing the supply - supply can be depleted too quickly before the manufacturer can notify those who order from them. We do know that delays are very frustrating, which is why your optician offered a discount if you wished to continue with the order, but you also had the option to cancel. I see that you have already requested to cancel the order and have already received a refund in full. Again, sorry that your item was backordered. We appreciate your feedback. Regards, Leslie
Ray “Raybuck” Fields
1 reviews US
This would be a 5 star review for every…
This would be a 5 star review for every aspect of my experience buying new frames and lenses...up until the frames broke. I have been wearing glasses for 30 years and have never had a pair of glasses snap when I took them off of my face to clean the lenses while out to eat. The right arm snapped and the glasses hit the floor. I returned the glasses and without even asking me what happened they told me they could tell it wasnt a defect and I would have to purchase new frames. I called and explained what happened. I received an email a day later that a 3rd party has reviewed my return and they would not cover new frames. Instead of a futile argument, I purchased the new frames so as not to waste the expensive lenses and here I am. My advice to all ..DO NOT EVER purchase glasses from frames direct. They do not back up the products the sell and, without justification, will blame you for any problem you may have. Very cheap manner of practicing business. I do not recommend this company whatsoever. There a hundred of other companies you should utilize.
Date of experience: November 02, 2021
Hello Ray, I am sorry to hear that your Police eyeglasses frames broke. I've reviewed your order and your return was evaluated by two highly experienced opticians to confirm whether the frame was defective. The damage was reviewed by two managers as well and confirmed as not a defect. The Police manufacturer's warranty unfortunately does not cover accidental damage. As you are valued customer, we had offered a replacement pair with an additional discounted due to the inconvenience. You accepted the discounted frame and this order is in process. I am sorry that you do not agree with this, but the manufacturer would not cover this under warranty. We appreciate your feedback. Regards, Leslie
Erik
1 reviews US
Been waiting for weeks my…
I’ve been waiting for weeks to get my frames and still don’t have them. My prescription is gonna be ready with no frames to put them in because of how long it is taking to get my frames! Will never order from frames direct again! And my next email from frames direct was telling me that they are delayed even longer, absolutely ridiculous!
Date of experience: October 30, 2021
Hi Erik It looks like those frames are on backorder. I will have a manager take a look at this right away. Someone will be reaching out to you about your order as soon as possible. Thanks for your patience while we look into this for you. Regards, Leslie
Gerid Hendrix
1 reviews US
Do not buy prescription sunglasses here
Ordered prescription sunglasses and prescription eyeglasses. Both orders were wrong. Took approximately 2 months to get correct order completed. Randolph Sunglasses were shipped to me with wrong lenses I had paid for blue mirrored prescription and received the generic gray lenses with my prescription. Spoke with a manager at Frames Direct and he reordered the set. While waiting I asked if I could just keep the wrong set and pay for the frames only ($300) since they would destroy the prescription lenses when I sent them back. Thought it would be nice to have a second pair and figured paying for the frames on their mistake was more than fair from my end. Was told from Herman that they could discount the $600 pair of sunglasses $50. Spoke with Randolph directly as well. Apparently they use a third party lab for the lenses and it was too much of a hassle to get credits to each one of the parties so I had to return or pay the $550. The lack of any of the 3 parties stepping up and doing the right thing due to their own internal mistakes is yet another instance of lack of accountability that is so rampant these days.
Date of experience: October 26, 2021
Hello Gerid, Thank you for your review. I apologize that there was an error made when making your Randolph pair of glasses. We do understand the error was ours and have done everything in our power to correct the issue by remaking the pair of glasses and offered the discount when you inquired about keeping the first pair instead of returning them. I reviewed the situation and do see that you already reached out to the frame's manufacturer and our manager at FramesDirect. The compensation already offered is what was approved by the frame's maker. While we understand the error was on our end, the large discount you are requesting cannot be done. I am sorry that you do not agree with the compensation that was offered. Regards, Leslie
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About
Exceptional Quality Prescription Eyeglasses
Frames Direct was founded in 1996 by doctors who pioneered the online eyewear industry as the first to offer prescription glasses. Our founders made a pledge to sell only the lenses they would wear themselves, so you can expect the highest quality prescription lenses in the eyewear you buy from us. Each Rx lens undergoes a rigorous six-step quality assurance process and verification using innovative digital lens technology, resulting in total accuracy and lenses free of scratching, distortion, and defects—guaranteed. And we add a scratch-resistant coating to every prescription lens at no charge.
FramesDirect Offers the Widest Selection of Authentic Brand-Name Eyewear
Explore Frames Direct to find an impressive variety of genuine designer eyeglasses, sunglasses, prescription sunglasses, and goggles for men, women, and kids. We offer a wide array of throwback, contemporary, and current frame styles from favorite brands and the newest designer labels. Our inventory includes over 100,000 products and 500 authentic designer brands, from Ray-Ban, Burberry, and Persol, to Versace, Dolce & Gabbana, and many others. We offer a multitude of options in performance and task-specific eyeglasses and sunglasses from Oakley, Costa, Maui Jim, Wiley X, and more. You’ll also find contact lenses from the brands you trust, including Bausch + Lomb, Ciba Vision, CooperVision, and Vistakon—browse disposable contact lenses in single-vision options to correct near- or farsightedness, toric contacts to correct astigmatism, bifocal, or multifocal contact lenses.
Superior Customer Service
Excellent customer service is the cornerstone of Frames Direct. Our staff of highly trained and friendly opticians—most with more than 20 years of experience—is available to assist you by phone, online chat, or email. They’ll help you enter your prescription information correctly, determine your correct frame size, recommend the best lens material for your eyeglasses or prescription sunglasses, and they’ll gladly point you to the best frame options for your face shape and lifestyle. We want you to feel confident the eyewear you order from us is exactly what you need.
We offer fair prices, with savings of as much as $150 or more on prescription eyewear and many designer sunglass lines. Our prescription lenses cost about half the price you would pay at most retail optical chains. And if you find sunglasses or eyeglasses frames—in the same color and style number—on another website for less, we’ll match that price.