Discussion on eyeglass-direct

[Sue_4_eyes]

Anyone buy from this site?
What was your experience with them?

[Sue_4_eyes]

Ordered one pair of eyeglasses:
Frame - Flexible Tintanium 31 with
single vision (distance), 1.67super thin high index lens package
($129.00)
Anti-Glare Coating (+$28.00)
$157.00 plus $4.95 shipping = $161.95 Total Paid

Problem 1:
Couldn't get response from either contact emails or contact phone
numbers given on the Eyeglassdirect.com web site when trying to
inquire about order shipment date.
Finally gave up and filed an online complaint to BBB.
After filing complaint received an email stating glasses would ship
the next day.
They did.
Also received a phone call from the owner explaining the reason for
lack of customer service response. Reason seemed plausible,
believable.

Glasses arrived.
Problem2:
After wearing noticed a bulls-eye type spray of radiating fine lines
in center of left lens.
Emailed eyeglassdirect.com about problem.
Response: wipe with alcohol.
Seemed to work but then...

Problem3:
While wearing glasses outside on a sunny day noticed a fuzzy white
spot in my vision. Upon examining the left lens found that the bulls-
eye of fine lines was in fact still there and when looking through
that area of the left lens caused the fuzzy white spot in my vision.
Emailed Eyeglassdirect.com about problem.
Eyeglassdirect.com emailed back to return the glasses with an address
to return to.

Problem4:
Returned glasses via USPS Priority Mail insured, signature
confirmation on 04/24/07
To date no one has signed for the glasses although delivery was
attempted on.
They are still sitting at the post office.
"Status: Notice Left
We attempted to deliver your item at 10:35 AM on April 26, 2007 in
BROOKLYN, NY 11234 and a notice was left. It can be redelivered or
picked up at the Post Office. If the item is unclaimed, it will be
returned "
Also no response to my last email to Eyeglassdirect.com about that
very fact.

In all fairness to Eyeglassdirect.com will wait until Monday afternoon
04/30/07 for an email response. If none is received will try
contacting customer service via phone.
Hopefully this time someone will be there to answer.

I really liked the eyeglasses (made in China, designed but
Italy...says so on the earpiece..lol)
The prescription seemed right on.
The fit of the lenses in the frame very good.
Now if I could just get them to sign for , pick up my glasses, fix or
replace the left lens and get them back to me...
I'd be in Eyeglassdirect.com heaven (I really did like my new
eyeglasses...heck, I miss them. They were that nice!)
To be continued...

[Sue_4_eyes]

Received email stating:
"We will check at the PO. Thank you"
Didn't realize my post Apr 30 2007 was too long. Sorry!...
Important Part missed in last post Apr 30 2007:

Returned glasses via USPS Priority Mail insured, signature
confirmation on 04/24/07 To date no one has signed for the glasses

although delivery was attempted on 04/26/2007.They are still sitting
at the post office.
"Status: Notice Left-We attempted to deliver your item at 10:35 AM on

April 26, 2007 in BROOKLYN, NY 11234 and a notice was left.

Hopefully someone will sign for the returned eyeglasses today.
Will post here again with end results of my EyeglassDirect.com
experience.

[Sue_4_eyes]

Result of attempts to resolve problem.
Just got off the phone with the owner,
Mr. Randy Applebaum. Wednesday 05/02/2007
Tried to tell me I mailed my eyeglasses to a post office box.
I have proof, the USPS Priority Mail receipt, that I mailed the
glasses to the address I was given in the email from
EyeglassDirect.com.
Mr. Applebaum was impolite and rude.
Stated that he never received a pickup notice from the post office.
I requested a refund and he said there will be no refunds.
He then hung up on me.
The glasses are still sitting at the post office. I suppose he is just
going to leave them there so that they are returned to me.
I will then be stuck with them.
Well no thank you.
Well, the only recourse he has left me is to dispute the charge with
my credit card company.
I will.
I will also file another complaint with the NYC BBB.
If you want to be treated rudely and hung up on when you try to get
customer service...Buy from them.
If not I suggest you don't even visit the web site.

[Sue_4_eyes]

Well, being of a scientific bent (did cancer research while in
college, majored in Biology)
I decided to call back customer service about a half hour after the
customer service "hang-up" incident.

My conclusions...
I think the owner of this business and the business itself are
currently "stressed"
due to a sudden increase in interest in his web site.
This evidently due to some recent write up about his business in a
popular publication.

I did talk to the owner on that second callback.
(Which I still believe to be the same person who hung up on me
but can't actually prove that. The voices sounded identical to me.)

His explanation for non-pickup of the eyeglasses:
The post office where the eyeglasses are sitting is a very busy
branch,
one must stand in line for hours as thousands of people go there every
day.
(perhaps he should switch to UPS or another delivery service)

I was told by him the eyeglasses will be picked up and the lenses
replaced at no charge.
But no guarantees as to when this will all take place or when I will
actually have the glasses back.
And there it stands.

I would not have written here about my experience with
EyeglassDirect.com
except for that fact that being an owner of an online business myself,
I feel qualified to comment on my experience purchasing from another
online business.

All in all to be fair, the owner has installed a customer service
answering system.
It does work.
Eventually the phone call is answered.
Which is certainly way better than no response at all
and no ability to leave a message as I first experienced.
And I can understand the owner being stressed.
Perhaps with time and more experience he will offer a good refund
policy for dissatisfied customers.

My own business accepts returns within 30 days from date of shipment,
no questions,
no hassle as long as returned item is in same condition as when
shipped.
And I listen to what the customer has to say no matter what they may
be saying.
I also apologize for any inconvenience they may have experienced.
To listen carefully to a complaint can show you what you need to do to
improve your business
as well as leave the customer feeling satisfied.

Of course I am only expressing my own opinions here.
other may have had a vastly different experience with Eyeglass
direct.com.
So as it stands, did the owner mean what he said in that second
callback...
I don't know, but I certainly hope so.
Nothing kills business faster than a dissatisfied customer.
Why?
Because the don't come back and usually related their experience to
someone else.,
as I am doing here.

[Nick]

Unfortunately, I did not see this site until AFTER ordering from these
creeps. First, I got "Oh, we changed labs for lenses and they just
moved and are behind". Next call, I got the aforementioned disgruntled
owner who denied ANY change in labs and refused to discuss any refund.
Suggested I go to BBB like "the rest of you". I would take ALL STARS
form this supplier. A LOSER who will wake customers the real losers.

[Sue_4_eyes]

Update:
As of 05/12/2007 still no replacement eyeglasses as promised.
Last spoke with Mr. Randy Applebaum via telephone 05/07/2007.
He left a message on the answering machine asking me to call back.
It seems the original pair of eyeglasses which I returned via USPS
Priority Mail Insured, signature confirmation
are now lost.
Mr. Applebaum stated that he never received them.
So I said I would call the post office he uses,
Ryder Retail, 2222 Flatbush Avenue, Brooklyn New York 11234-9993,
phone number 1-718-338-5982
in an attempt to lactae the package and get it delivered to him.

I called the Ryder PO 4 times.
First time I got a callback explaining that the eyeglass package was
not at the post office.
The carrier would speak with Mr. Applebaum.
Second call, Mr. Applebaum was not there to speak with the carrier.
Third call, PO still working on it, carrier was not back from rounds
yet.
Fourth call, PO still working on it.

Via our phone conversations on May 7, 2007,
I told Mr. Applebaum that I would file an insurance claim with
the postal service after the waiting period expired (Monday May
14,2007).
I also stated that I would send the insurance claim money (If the
claim is accepted) to him.
Why?
Because Mr. Applebaum stated that the frames and lenses for the second
(replacement) pair where in house
and he would send them to the lab "now".
He also stated that he would send said replacement pair to me via USPS
Priority Mail.
I felt it wasn't fair that Mr. Applbaum be out the cost of the first
pair, seeing as they are now lost rather than returned.
The phone conversation was very cordial. I hung up feeling very
hopeful that all was going to end well.

I then received a pdf file from the PO via email on 05/11/07 Contents:
Date: 05/11/2007
"My Name Here":
In response to your request dated 04/28/2007, we regret to inform you
that we were unable to
locate any delivery information in our records regarding your item
number 2503 8555 7490
3473 ****.
If you require additional assistance, please take this receipt to your
local Post Office or postal
representative.
Sincerely,
United States Postal Service

So I emailed Mr. Applebaum (twice) sending the PO PDF file as an
attachment as well as two photo attachments.
One photo of the Priority Mail returned eyeglass package.
The second, a photo of the contents of that package.
(I took the photos before mailing the return eyeglasses "just in case"
something were to go wrong.)

Contents of the last two emails sent to con...@eyeglassdirect.com and
in...@eyeglassdirect.com
regarding this order:

----- Original Message -----
From: "My Name"
To: Customer Service EyeglassDirect.com ; Eyeglass Direct
Sent: Friday, May 11, 2007 9:36 AM
Subject: RE: lost eyeglass return package order number 24621 dated
04/03/2007: replacement pair

Hello,
Apparently the eyeglasses I returned from order 24621 are lost.
Received the enclosed attachment, pdf file from USPS.
So I will file an insurance claim at USPS.

Also 2nd attachment, photo of contents of what I mailed back to Randy.

I'm feeling a bit antsy about this whole deal.
(That's why I took photos before I mailed the return eyeglasses.)

I purchased a car online, took only 3 days until I was driving it.
I purchased a pair of eyeglasses purchased April 3, 2007
now May 11, 2007, still no eyeglasses.

Any info on the eta on the arrival of my replacement eyeglasses
appreciated.
Randy said he was sending them out Priority Mail but didn't say when
to expect delivery.
Hate to bother you again, but I am concerned at this point in time
as to whether or not I really am getting a replacement pair.
Nothing personal but I think what's happened so far warrants my
concern.

Sincerely,
"My Name"

----- Original Message -----
From: "My Name"
To: Customer Service EyeglassDirect.com
Sent: Thursday, May 10, 2007 12:04 PM
Subject: RE: lost eyeglass return package order number 24621 dated
04/03/2007

Hello,
Attachment photo of apparently lost eyeglass return package for order
24621.
Just in case mail carrier bugs you.
Last phone conversation with personnel at USPS Ryder Retail PO:
Package not at post office.
Carrier to talk with Randy.

I'm not going to telephone Ryder Retail PO anymore
but will file an insurance claim at the USPS Postal Service for a lost
mail package
after required waiting period.
Also, if claim is accepted will repay to Mr. Randy Applebaum amount
received
(should be full amount as insured for that.)

Question?
Are transition lenses available in high index lenses
for a prescription same as that of order 24621?
Or would the lenses be thick like ordinary lenses are for this
prescription?
I was thinking to order the same glasses with transition lenses
after I get the replacement pair for that order.

Sincerely,
"My Name"

So as it now stands as of 11:13AM EST Saturday May12, 2007

No still response from Eyeglassdirect.com to theses last two emails.
Still no idea when or if I will ever get that promised replacement
pair.
And yes, I am even more "antsy" about the whole deal after reading
"Nick's" post to this discussion.

I invite Mr. Randy Applebaum to post to this discussion his side of
this experience.
I am a fair minded and honest person.
If I the consumer have done something unreasonable or wrong,
I'd like to know about it.
I believe I did my best to try and locate the missing returned
eyeglasses.
And yes, I am still willing to give any USPS insurance claim money to
Mr. Applebaum,
if I ever receive that elusive replacement pair.
But, seeing as Eyeglassdirect.com is again being unresposive to
customer inquiries,
I have now set a " wait until date" for receiving that promised
replacement pair.
Then I will do what I have to do.

I was hoping EyeglassDirect.com was learning from this experince.
Mr.Applebaum's cordiality during our last phone conversation gave me
positive feelings
but now after reading Nick's post to this discussion well
I am now feeling more "antsy" than ever.
I promise I will post the outcome of my "Purchasing eyeglasses on
line" experience
whatever the result.
And so again ...to be continued...
pS: link to Window Live Maps of Eyeglass Direct.com address 7320 Avenu
M
(Done out of curiosity):

http://local.live.com:80/?v=2&sp=Point.qs3wms8v6nv4_7320%20Avenue%20M%2C%20Brooklyn%2C%20NY%2011234-5200%2C%20United%20States___&encType=1

(Don't know if that link will work for you, but it did for me)

As it now stand, as of

[Sue_4_eyes]

Update: As of Monday May 14, 2007 a good outcome looking a bit more
hopeful
Received the following email from Mr. Applebaum:

----- Original Message -----
From: EyeglassDirect.com
To: "My Name"
Sent: Sunday, May 13, 2007 9:55 PM
Subject: Re: ATTN Randy Applebaum RE: lost eyeglass return package
order number 24621 dated 04/03/2007: replacement pair

"My Name",
I sent you a new pair. I would appreciate you recant the bad comments
you put up on blog.Or say that the problem was rectified.
Randy Appelbaum
Thank you for your support.
EyeglassDirect.com
Toll Free Customer Service: 866-536-7790
Toll Free Fax: 866-536-7796

Will post again with final outcome.

On May 3, 9:05 am, Sue_4_eyes <sue...@verizon.net> wrote:

[Mari]

I wish I had read about this provider before ordering from them. I
ordered a pair of sunglasses on 041907 to take with me on vacation,
well after almost a month now and to two emails later, I still have no
clue as to when they will be sent. Their first reply promised my
glasses would be shipped that same week, well obviously that didn't
happen. Their second email is pretty noncommital; it basically boils
down to you will get them whenever they happen to be ready ( "back
order delays").. It makes no sense to me because if the glasses had
been flagged as "back order" I wouldn't have ordered them. This is a
typical: too much business too soon. This type of situation can kill
a business as surely as no business at all. I have spent $190.00 and
nothing to show for it. I will most likely join the "rest of them"
and issue a complain to BBB. My advise is: wait and see if they can
survive their growing pains before spending any money with this co.

[Sue_4_eyes]

Update: As of Saturday May 19, 2007
My replacement pair pf eyeglasses has arrived from EyeglassDirect.com
via USPS First Class mail - postage date 05/17/2007. A manila bubble
envelope.
Contents a cardboard sleeve holding a hard eyeglass case.
Inside the eyeglass case the eyeglasses in their own plastic sleeve
and a microfiber lens cleaning cloth.
No defects, nicks or scratches in either the right or left lenses as
far as I can tell.
Two slight nicks on the the frame by the outer edge of the right lens.
(Perhaps where pliers or some such device held the frame.)
The prescription seems right on.
Conclusion, a very nice pair of light weight single vision distance
eyeglasses for a strong 'nearsighted' prescription.
I am mailing the postal insurance claim form as well as the mailing
receipt for the lost (returned) eyeglasses to the owner. At the local
post office I was told it is better for the person who owns the lost
package to file the claim. Since I have the replacement pair the
original pair now belong to EyeglassDirect.com (or the postal claim
money should the owner decide to file the claim.)
Lesson learned:
When you find what appears to be that perfect pair of frames online,
before ordering them contact or call customer service to see how well
it works, read all the fine print on the web site. Check out the
return and refund policies. Don't allow your desire for that great
frame to cloud your judgement or lead you to ignore any red flags that
might pop up in your mind.
I have been researching eyeglass sites since this all started April 3,
2007 and have found several with very generous and fair return and
refund policies and good guarantees as well as the ability to track an
order. Downside, most of those sites are more exspensive than those
listed here. But if you have a strong prescription and want some of
the extras perhaps a higher price in exchange for good return and
refund policies as well as package tracking is not such a bad trade
off.
And thanks Ira !! for the GlassyEyes Discussion Group...
A fine idea and good resource for the online eyeglass shopper which
will only get better and better as more online eyeglass shoppers post
their online eyeglass purchasing experiences.

[VMOS]

I don't rate these guys at all. the delivery was supposed to be less
than two weeks to the UK, they never answered my emails. After three
weeks I phoned up, waited ten minutes to get through and then I had to
srgue with the guy before he gave me a tracking number or any
information other than "it's late" the delivery arrived a week later,
exactly a month since I ordered.
The specs themselves, well.... decent build for plastic frames.
There's a bit of a prism effect with a blue/yellow glow of some things
but I've had that with a pair of £200 specs, apparently I'm sensitive
to it. There is also a distinct compression distortion in my
peripheral vision, things seem to move if I turn my head to look at
them, it's a bit trippy but not really what you want in quality eyewear

[law...@gmail.com]

I am sorry I have read all the blogs too late. I am also waiting for
my eyeglasses that I ordered 3 weeks ago. After speaking to Randy at
Eyeglass Direct yesterday I discovered just how rude of a man he is.
He promises a lot, and delivers nothing so far. I am sorry that I
did't spend the extra money to get my prescription filled at a local
store and not have to hassle with the waiting and the rudeness of
others. Never again will I order anything from this company. Buyers
beware!!!!

[eray]

Holey moley, lighten up, guys!

I happen to be very satisfied. I write this while wearing my new
awesome glasses. Which happen to be both the cheapest and best pair I
have ever owned.

I ordered a pair of progressives for $28!!!
The order was shipped in just under 3 weeks.
The quality is excellent and the price was unbeatable.

Just a word in their defense: I hear what people are saying in the
other comments, but you have to put it into perspective. The last time
I bought glasses in a mall eyeglass store, I recall having to wait a
month for the store to order the frames. There is nothing out of the
ordinary here. We have been spoiled by the likes of Lens crafters and
not having to wait for glasses, but you pay for it. They maintain a
huge inventory at a huge cost that they pass on to the customer.

I would fully recommend these guys. If you adjust your expectations
accordingly, you will not be dissatisfied.

Thank you eyeglassdirect, Fight the power and stick it to the man. I
will never, ever buy glasses in a store again. God Bless you!

[Ira Mitchell]

Thanks for the comments eray. I think you're right that people have certain expectations that may or may not be likely to be met by some of the retailers. The problem with these guys, in particular, is that they were pretty consistently bad, and then they act like jerks on top of it -- compounding an already bad situation.

There is no excuse for that. It will take A LOT of time doing the right thing for them to garner any sort of groundswell of goodwill from me.

Fool me once...

Thanks again and glad it worked out for you.

- Ira
http://www.glassyeyes.com

--
e: i...@freemind.net
p: 651.261.3112

[klbvxf]

I suppose they are just overwhelmed due to recent publicity, because I
ordered a pair of glasses last summer and could not have been happier
with the result. I placed my order online but was not sure that I had
read my prescription card correctly. I called and spoke to Randy after
the phone rang 2-4 times, and he was helpful and courteous. They were
an emergency pair we needed as my husband was working 4 hours from
home and his glasses broke, and I had to drive the new pair down to
him in two days. I placed the order on Wednesday and was told that the
glasses were being made that night. They overnighted it to me in
Missouri from NY and I had the glasses, in perfect condition, on
Friday morning. He is still wearing them over a year later and I
recommend this site to all my friends and family. I am sorry to hear
about all of your recent problems, I was very happy with my experience.

[Skip]

Outlet: eyeglassdirect.com
Ordered: 09/10/2007
Received: 10/02/2007
Price: $328.00
Communication: Confirmation email was sent when order was placed,
follow up email was sent when order shipped
Quality: Very well.
Impressions: I ordered about as complicated set of glasses that one
could think of; myopia and astigmatism correction in a high-density,
super-thin progressive lense, Teflon A/R coating. U/V and scratch
resistance included with lenses. Rimless titanium frame. There were
no problems with ordering, glasses shipped within the time frame
specified on the website. Glasses arrived in a nice hard case with
micro fiber cleaning cloth. I made only minor adjustments to the
glasses to fit my face. I am still in the adjustment period for
acclimating to new glasses, but I can tell already that there will be
absolutely no problems with these glasses. The glasses fit very well,
appear to be made flawlessly, and are super light weight. The price
may seem high, but that price undercut even the least expensive local
retailer by almost 50%.

I am happy with my purchase and happy with the price.

The ONLY thing stopping me from giving eyeglassdirect.com a rating of
"5" is this: I emailed them on three different occasions just to
confirm the prescription (I was sure that I ordered correctly, but
just wanted reassurance as the order receipt does not specify the
prescription requested.). I never got a response from anyone for that
confirmation.
Rating: 4

[Kevin]

Here was my experience with eyeglassdirect.com
Ordered: 9/4/2007
Received: 9/25/2007 and 10/9/2007
Price: $260 for two pair
Communication: I received an e-mail after the order was placed, after
that any communications had to be initiated by me. They were
reasonably prompt at answering e-mails.
Quality:
On 9/4/2007 I ordered 2 pair of eyeglasses, flexible titanium semi-
rimless frames, one pair polarized lenses, one pair transitions
lenses.
On 9/21/2007 I sent an e-mail asking when I might receive my glasses.
On 9/23/2007 I received an e-mail saying they would ship mid-week.
On 9/25/2007 and I received the glasses.
The pair with transitions lenses were barely adequate, there was a
small gap between the lenses and the frames by the nosepads and the
lense edges were not polished (a small thing perhaps, but the website
clearly states that all eyeglasses come with polished lense edges).
The pair with the polarized lenses had the lenses transposed (right
lense where left should be and vice-versa) and not only were the lense
edges not polished but the bottom of the lenses had some deep gouges
and there were pieces shaved out of the lenses like someone has been
whittling on them.
I contacted eyeglassdirect.com and was told to send them back (at my
expense).
On 10/2/2007 I mailed the glasses back to eyeglassdirect.com (at my
expense).
On 10/5/2007 eyeglassdirect.com received the glasses (per the usps
receipt).
On 10/9/2007 I received the glasses back. The lenses were in the
correct sides of the frames now, but the bottom edge of the lenses
still looked like someone was whittling on them, there were still the
deep gouges and the edges were still not polished.
As I have neither the time, patience or money (since the glasses would
need to be shipped back at my expense each time) to pursue these
problems with the company I just want to warn others not to use this
company.
Impressions: I get the impression that they are swamped with work and
do not yet know what a lot of online customers expect, like an email
when the product is shipped with a tracking number. However in my mind
being swamped might be an explanation for the glasses taking a bit
longer to make but not for crappy workmanship.