Trouble making return to EyeBuyDirect
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Simon
Dec 9, 2009, 10:14:57 AM12/9/09
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EyeBuyDirect's return policy is pretty good in that you can, at least
according to the website, return any order, for any reason; 100%
satisfaction guarenteed. However, where they getcha, or at least
where they are getting me, is that you have to arrange the return
within 7 days of receipt of your glasses.
I received my recent purchase (my 2nd pair from them, love the 1st
pair) immediately opened the box, tried them on, and was disappointed
that something about the Rx is wrong. Same Rx as last glasses, but
with these I have to go nearly cross-eyed for things to focus
properly. Perhaps they messed up the PD? Or maybe I did? No matter,
100% satisfaction gaurenteed, right?
After trying them on and discovering the Rx problem, I immediately put
them back in the box, and decided to return them, get a new eye exam
done, this time with a doctor measured PD, and then re-order them in a
few weeks. For whatever reason, I didn't think to call them until day
6 of the return period. When I called their phone system told me they
were busy, and forced me to leave a voicemail (I'd much rather wait on
hold, thank you). I left a voicemail, speaking my name, phone number
and order number very clearly. At the end of the following day (day 7
of the return period) I had still not received my call back.
I sent an email to ser...@eyebuydirect.com stating that I had called,
my call had not been returned, and I need to arrange a return ASAP.
Again no response. Today is the morning of day 8. Any hope of a
successful return is fading fast. So I turn to you fellow
GlassyEyes.com readers for help. Does anyone have any idea how to
actually get these people on the phone? Or is there perhaps an RMA
page on their website I'm just not seeing?
I do like spending $60 on a pair of glasses rather than $200-$300 at,
say, LensCrafters, however, the time I exchanged a pair of glasses at
LensCrafters, I had nowhere near this much trouble.
Thanks for any help!
Simon
according to the website, return any order, for any reason; 100%
satisfaction guarenteed. However, where they getcha, or at least
where they are getting me, is that you have to arrange the return
within 7 days of receipt of your glasses.
I received my recent purchase (my 2nd pair from them, love the 1st
pair) immediately opened the box, tried them on, and was disappointed
that something about the Rx is wrong. Same Rx as last glasses, but
with these I have to go nearly cross-eyed for things to focus
properly. Perhaps they messed up the PD? Or maybe I did? No matter,
100% satisfaction gaurenteed, right?
After trying them on and discovering the Rx problem, I immediately put
them back in the box, and decided to return them, get a new eye exam
done, this time with a doctor measured PD, and then re-order them in a
few weeks. For whatever reason, I didn't think to call them until day
6 of the return period. When I called their phone system told me they
were busy, and forced me to leave a voicemail (I'd much rather wait on
hold, thank you). I left a voicemail, speaking my name, phone number
and order number very clearly. At the end of the following day (day 7
of the return period) I had still not received my call back.
I sent an email to ser...@eyebuydirect.com stating that I had called,
my call had not been returned, and I need to arrange a return ASAP.
Again no response. Today is the morning of day 8. Any hope of a
successful return is fading fast. So I turn to you fellow
GlassyEyes.com readers for help. Does anyone have any idea how to
actually get these people on the phone? Or is there perhaps an RMA
page on their website I'm just not seeing?
I do like spending $60 on a pair of glasses rather than $200-$300 at,
say, LensCrafters, however, the time I exchanged a pair of glasses at
LensCrafters, I had nowhere near this much trouble.
Thanks for any help!
Simon
Simon
Dec 11, 2009, 9:37:40 AM12/11/09
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At this point when calling their 866 number, it rings for about 20
rings and then either tells you their voicemailbox is full, or just
goes to a busy signal.
Tried the online chat and that is offline as well.
Did they go out of business or something?
On Dec 9, 10:14 am, Simon <simon.nel...@gmail.com> wrote:
> EyeBuyDirect's return policy is pretty good in that you can, at least
> according to the website, return any order, for any reason; 100%
> satisfaction guarenteed. However, where they getcha, or at least
> where they are getting me, is that you have to arrange the return
> within 7 days of receipt of your glasses.
>
> I received my recent purchase (my 2nd pair from them, love the 1st
> pair) immediately opened the box, tried them on, and was disappointed
> that something about the Rx is wrong. Same Rx as last glasses, but
> with these I have to go nearly cross-eyed for things to focus
> properly. Perhaps they messed up the PD? Or maybe I did? No matter,
> 100% satisfaction gaurenteed, right?
>
> After trying them on and discovering the Rx problem, I immediately put
> them back in the box, and decided to return them, get a new eye exam
> done, this time with a doctor measured PD, and then re-order them in a
> few weeks. For whatever reason, I didn't think to call them until day
> 6 of the return period. When I called their phone system told me they
> were busy, and forced me to leave a voicemail (I'd much rather wait on
> hold, thank you). I left a voicemail, speaking my name, phone number
> and order number very clearly. At the end of the following day (day 7
> of the return period) I had still not received my call back.
>
> I sent an email to serv...@eyebuydirect.com stating that I had called,
rings and then either tells you their voicemailbox is full, or just
goes to a busy signal.
Tried the online chat and that is offline as well.
Did they go out of business or something?
On Dec 9, 10:14 am, Simon <simon.nel...@gmail.com> wrote:
> EyeBuyDirect's return policy is pretty good in that you can, at least
> according to the website, return any order, for any reason; 100%
> satisfaction guarenteed. However, where they getcha, or at least
> where they are getting me, is that you have to arrange the return
> within 7 days of receipt of your glasses.
>
> I received my recent purchase (my 2nd pair from them, love the 1st
> pair) immediately opened the box, tried them on, and was disappointed
> that something about the Rx is wrong. Same Rx as last glasses, but
> with these I have to go nearly cross-eyed for things to focus
> properly. Perhaps they messed up the PD? Or maybe I did? No matter,
> 100% satisfaction gaurenteed, right?
>
> After trying them on and discovering the Rx problem, I immediately put
> them back in the box, and decided to return them, get a new eye exam
> done, this time with a doctor measured PD, and then re-order them in a
> few weeks. For whatever reason, I didn't think to call them until day
> 6 of the return period. When I called their phone system told me they
> were busy, and forced me to leave a voicemail (I'd much rather wait on
> hold, thank you). I left a voicemail, speaking my name, phone number
> and order number very clearly. At the end of the following day (day 7
> of the return period) I had still not received my call back.
>
Desmodus
Dec 10, 2009, 3:26:14 PM12/10/09
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I just went through a similar situation with EBD and the only way I
was able to get a response from customer service was through EBD's
online chat system.
I loved the first pair I ordered from EBD earlier this year but the
lenses on the second and third pairs I ordered last month didn't feel
right. After five days of trying to adjust to the new pairs I gave up
and called EBD to arrange a return but, like you, I just kept getting
forwarded to voice mail so I tried the Live Support link on their site
and was "speaking" to a customer service representative within a few
minutes. The return and full refund went smoothly after that. I made
sure to ask during the conversation that I would be getting a full
refund (minus shipping) since my initial attempts to contact them via
phone and email were within the seven day return window. I think by
the time I used Live Support and got the RMA it was cutting it very
close.
Despite the fact that my second order didn't work out I will still
order from them again because the first pair which cost me a grand
total of $18.77 is working out great and I wear them all the time.
They aren't extravagant designer titanium frames with spring hinges or
anything but for less than twenty bucks I'm very happy with them
considering the last pair I got at Lenscrafters cost $300.
Heather
On Dec 9, 7:14 am, Simon <simon.nel...@gmail.com> wrote:
> EyeBuyDirect's return policy is pretty good in that you can, at least
> according to the website, return any order, for any reason; 100%
> satisfaction guarenteed. However, where they getcha, or at least
> where they are getting me, is that you have to arrange the return
> within 7 days of receipt of your glasses.
>
> I received my recent purchase (my 2nd pair from them, love the 1st
> pair) immediately opened the box, tried them on, and was disappointed
> that something about the Rx is wrong. Same Rx as last glasses, but
> with these I have to go nearly cross-eyed for things to focus
> properly. Perhaps they messed up the PD? Or maybe I did? No matter,
> 100% satisfaction gaurenteed, right?
>
> After trying them on and discovering the Rx problem, I immediately put
> them back in the box, and decided to return them, get a new eye exam
> done, this time with a doctor measured PD, and then re-order them in a
> few weeks. For whatever reason, I didn't think to call them until day
> 6 of the return period. When I called their phone system told me they
> were busy, and forced me to leave a voicemail (I'd much rather wait on
> hold, thank you). I left a voicemail, speaking my name, phone number
> and order number very clearly. At the end of the following day (day 7
> of the return period) I had still not received my call back.
>
> I sent an email to serv...@eyebuydirect.com stating that I had called,
was able to get a response from customer service was through EBD's
online chat system.
I loved the first pair I ordered from EBD earlier this year but the
lenses on the second and third pairs I ordered last month didn't feel
right. After five days of trying to adjust to the new pairs I gave up
and called EBD to arrange a return but, like you, I just kept getting
forwarded to voice mail so I tried the Live Support link on their site
and was "speaking" to a customer service representative within a few
minutes. The return and full refund went smoothly after that. I made
sure to ask during the conversation that I would be getting a full
refund (minus shipping) since my initial attempts to contact them via
phone and email were within the seven day return window. I think by
the time I used Live Support and got the RMA it was cutting it very
close.
Despite the fact that my second order didn't work out I will still
order from them again because the first pair which cost me a grand
total of $18.77 is working out great and I wear them all the time.
They aren't extravagant designer titanium frames with spring hinges or
anything but for less than twenty bucks I'm very happy with them
considering the last pair I got at Lenscrafters cost $300.
Heather
On Dec 9, 7:14 am, Simon <simon.nel...@gmail.com> wrote:
> EyeBuyDirect's return policy is pretty good in that you can, at least
> according to the website, return any order, for any reason; 100%
> satisfaction guarenteed. However, where they getcha, or at least
> where they are getting me, is that you have to arrange the return
> within 7 days of receipt of your glasses.
>
> I received my recent purchase (my 2nd pair from them, love the 1st
> pair) immediately opened the box, tried them on, and was disappointed
> that something about the Rx is wrong. Same Rx as last glasses, but
> with these I have to go nearly cross-eyed for things to focus
> properly. Perhaps they messed up the PD? Or maybe I did? No matter,
> 100% satisfaction gaurenteed, right?
>
> After trying them on and discovering the Rx problem, I immediately put
> them back in the box, and decided to return them, get a new eye exam
> done, this time with a doctor measured PD, and then re-order them in a
> few weeks. For whatever reason, I didn't think to call them until day
> 6 of the return period. When I called their phone system told me they
> were busy, and forced me to leave a voicemail (I'd much rather wait on
> hold, thank you). I left a voicemail, speaking my name, phone number
> and order number very clearly. At the end of the following day (day 7
> of the return period) I had still not received my call back.
>
Laura
Dec 10, 2009, 9:21:38 AM12/10/09
to GlassyEyes.com Forums - Visit the site!
Hi - I was in a similar situation recently. I emailed their customer
service on day 3 indicating I wanted to return two orders of glasses
giving my contact information and the order numbers. By day 6 (all
business days) I received no response, so I tried calling. I got the
same message as you. I didn't leave a message, but decided to try
their live chat. The first two times I tried that no one was
availalbe. The third time (each attempt right after the last one)
worked. I told the person I had contacted them earlier and within 10
minutes she emailed me the "return notice" that I needed to send the
glasses back. I would keep trying all of the contact options until
you get through to someone.
On Dec 9, 10:14 am, Simon <simon.nel...@gmail.com> wrote:
> EyeBuyDirect's return policy is pretty good in that you can, at least
> according to the website, return any order, for any reason; 100%
> satisfaction guarenteed. However, where they getcha, or at least
> where they are getting me, is that you have to arrange the return
> within 7 days of receipt of your glasses.
>
> I received my recent purchase (my 2nd pair from them, love the 1st
> pair) immediately opened the box, tried them on, and was disappointed
> that something about the Rx is wrong. Same Rx as last glasses, but
> with these I have to go nearly cross-eyed for things to focus
> properly. Perhaps they messed up the PD? Or maybe I did? No matter,
> 100% satisfaction gaurenteed, right?
>
> After trying them on and discovering the Rx problem, I immediately put
> them back in the box, and decided to return them, get a new eye exam
> done, this time with a doctor measured PD, and then re-order them in a
> few weeks. For whatever reason, I didn't think to call them until day
> 6 of the return period. When I called their phone system told me they
> were busy, and forced me to leave a voicemail (I'd much rather wait on
> hold, thank you). I left a voicemail, speaking my name, phone number
> and order number very clearly. At the end of the following day (day 7
> of the return period) I had still not received my call back.
>
> I sent an email to serv...@eyebuydirect.com stating that I had called,
service on day 3 indicating I wanted to return two orders of glasses
giving my contact information and the order numbers. By day 6 (all
business days) I received no response, so I tried calling. I got the
same message as you. I didn't leave a message, but decided to try
their live chat. The first two times I tried that no one was
availalbe. The third time (each attempt right after the last one)
worked. I told the person I had contacted them earlier and within 10
minutes she emailed me the "return notice" that I needed to send the
glasses back. I would keep trying all of the contact options until
you get through to someone.
On Dec 9, 10:14 am, Simon <simon.nel...@gmail.com> wrote:
> EyeBuyDirect's return policy is pretty good in that you can, at least
> according to the website, return any order, for any reason; 100%
> satisfaction guarenteed. However, where they getcha, or at least
> where they are getting me, is that you have to arrange the return
> within 7 days of receipt of your glasses.
>
> I received my recent purchase (my 2nd pair from them, love the 1st
> pair) immediately opened the box, tried them on, and was disappointed
> that something about the Rx is wrong. Same Rx as last glasses, but
> with these I have to go nearly cross-eyed for things to focus
> properly. Perhaps they messed up the PD? Or maybe I did? No matter,
> 100% satisfaction gaurenteed, right?
>
> After trying them on and discovering the Rx problem, I immediately put
> them back in the box, and decided to return them, get a new eye exam
> done, this time with a doctor measured PD, and then re-order them in a
> few weeks. For whatever reason, I didn't think to call them until day
> 6 of the return period. When I called their phone system told me they
> were busy, and forced me to leave a voicemail (I'd much rather wait on
> hold, thank you). I left a voicemail, speaking my name, phone number
> and order number very clearly. At the end of the following day (day 7
> of the return period) I had still not received my call back.
>
sonshine
Dec 11, 2009, 8:55:17 PM12/11/09
to GlassyEyes.com Forums - Visit the site!
Same here. After several failed attempts at corresponding I finally
just sent the glasses back to EBD (with delivery confirmation) and
included a note in the package. Still haven't gotten any response from
EBD and I have confirmation from the post office that they received my
pkg. I have attempted to communicate with them twice since butl no
luck. I'm afraid I will just have to write off the $40. I too have a
pair of glasses from EBD that I love, but there was something not
right about the 2nd pair that I sent back. As much as I like the 1st
pair (as well as their site) I probably won't order from them again if
I don't get at least a partial refund for the glasses I returned.
> > Simon- Hide quoted text -
>
> - Show quoted text -
just sent the glasses back to EBD (with delivery confirmation) and
included a note in the package. Still haven't gotten any response from
EBD and I have confirmation from the post office that they received my
pkg. I have attempted to communicate with them twice since butl no
luck. I'm afraid I will just have to write off the $40. I too have a
pair of glasses from EBD that I love, but there was something not
right about the 2nd pair that I sent back. As much as I like the 1st
pair (as well as their site) I probably won't order from them again if
I don't get at least a partial refund for the glasses I returned.
>
> - Show quoted text -
Ian C
Dec 11, 2009, 9:32:52 PM12/11/09
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I am fairly new to the forum, and have been considering getting
sunglasses from Eyebuydirect just because they are the only place I
can find a certain style of frame I am looking for. There seems to
be a few current posts were people mention problems with the lenses
from Eyebuy though and it's making me a little leery (especially with
these posts about their customer service). Is this a common problem
with them?
sunglasses from Eyebuydirect just because they are the only place I
can find a certain style of frame I am looking for. There seems to
be a few current posts were people mention problems with the lenses
from Eyebuy though and it's making me a little leery (especially with
these posts about their customer service). Is this a common problem
with them?
Ira Mitchell
Dec 12, 2009, 12:51:10 AM12/12/09
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You guys know that I might be able to help right? I've been able to
help rectify nearly every one of these situations with EBD and 39$.
I've even had luck with G4U.
I'm forwarding this thread to my contact over there.
- Ira
help rectify nearly every one of these situations with EBD and 39$.
I've even had luck with G4U.
I'm forwarding this thread to my contact over there.
- Ira
EyeBuyDirect.com
Dec 13, 2009, 9:32:11 PM12/13/09
to GlassyEyes.com Forums - Visit the site!
Thank you for bringing this to my attention, Ira.
I would like to assure Laura, Simon and anyone else suffering from
delays that our policy is that customers who buy from EyeBuyDirect.com
are 100% satisfied with their order. We will always be willing to
refund or replace orders after the 7 day period in cases in which
customers have tried contacting our customer center and not been
replied to.
Please expect to hear back from our customer service representatives
shortly,
Matan Armoni
Marketing Manager
I would like to assure Laura, Simon and anyone else suffering from
delays that our policy is that customers who buy from EyeBuyDirect.com
are 100% satisfied with their order. We will always be willing to
refund or replace orders after the 7 day period in cases in which
customers have tried contacting our customer center and not been
replied to.
Please expect to hear back from our customer service representatives
shortly,
Matan Armoni
Marketing Manager
Simon
Dec 15, 2009, 1:30:18 PM12/15/09
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I don't know if it was due to my repeated phone calls to them, my
emails, Ira's and this thread's help, or that I filed a BBB complaint
late last week, but I received a phone call from EBD yesterday
afternoon to arrange return of my glasses and I shipped them out this
morning. If all goes well, I will certainly close the BBB complaint
as "resolved"(though at this point the BBB won't let me edit the
complaint since they haven't received EBD's response yet.
I'm hoping this all was due to some sort of Holiday or end of the year
rush to buy glasses, because honestly, I've been impressed with EBD up
until now. And if they come through with my refund in the end, I think
I would consider buying from them again.
Thanks everyone for your input and assistance, I'll keep you updated.
Simon
emails, Ira's and this thread's help, or that I filed a BBB complaint
late last week, but I received a phone call from EBD yesterday
afternoon to arrange return of my glasses and I shipped them out this
morning. If all goes well, I will certainly close the BBB complaint
as "resolved"(though at this point the BBB won't let me edit the
complaint since they haven't received EBD's response yet.
I'm hoping this all was due to some sort of Holiday or end of the year
rush to buy glasses, because honestly, I've been impressed with EBD up
until now. And if they come through with my refund in the end, I think
I would consider buying from them again.
Thanks everyone for your input and assistance, I'll keep you updated.
Simon
Simon
Jan 4, 2010, 10:56:17 AM1/4/10
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Small Update: 12/14/09 I was told to ship my glasses to their return
facility, not back to EBD. According to the my discussion with EBD,
returned glasses are given to charity that's why we ship them
elsewhere. 12/15/09 I shipped the glasses out. I was instructed via
email to "Please get back to us with the Delivery Confirmation Number
of the returned glasses [...]" 12/21/09 the glasses were delivered and
I emailed them the UPS tracking number with deliver confirmation.
1/2/10 I emailed them again. Thus far no response. I have been
waiting until after the Christmas and NYE holidays to attempt to call
them to find out what the hold up is. Hopefully this will finally be
resolved after I call them this afternoon.
facility, not back to EBD. According to the my discussion with EBD,
returned glasses are given to charity that's why we ship them
elsewhere. 12/15/09 I shipped the glasses out. I was instructed via
email to "Please get back to us with the Delivery Confirmation Number
of the returned glasses [...]" 12/21/09 the glasses were delivered and
I emailed them the UPS tracking number with deliver confirmation.
1/2/10 I emailed them again. Thus far no response. I have been
waiting until after the Christmas and NYE holidays to attempt to call
them to find out what the hold up is. Hopefully this will finally be
resolved after I call them this afternoon.
Simon
silenthunder
Jan 5, 2010, 9:47:48 AM1/5/10
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try the online support option.
this was the only way i could get through.
the online option will automatically send you to email after abouta
minuter and a half. just try to reopen the online support again. I got
through after about 10 tries.
Simon
Jan 6, 2010, 5:07:28 PM1/6/10
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I tried this same approach with their phone system, anytime I got hte
voicemailbox, I just hung up and hit redial. I actually got to speak
with someone on my 4th call. And, my refund has finally been
processed as of today!
voicemailbox, I just hung up and hit redial. I actually got to speak
with someone on my 4th call. And, my refund has finally been
processed as of today!
I can't say it was a pleasant return process, but in the end, they
honored their return policy. So, they have earned my repeat
business. New Rx in hand I just ordered a new pair. I just wish the
style of the pair I returned was still available. I really liked
those frames.
I did consider trying G4U or 39$G but G4U didn't seem to have many
wide frames (140mm+) for my big head, and 39$G didn't have the semi-
rimless style I wanted and I'm not even sure they carry frames larger
than 141mm (I look for 143mm to 145mm usually).
I even tried Zenni, but going through that website was about as
pleasant as cleaning my parent's basement.
Hopefully with this new Rx everything will work out.
Simon
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