First Goggles4U Order

[warlock]

This is my first experience ordering from G4U and I will keep you
posted on the details.

I ordered style # 23263 (since discontinued) on 3/7.
Received a confirmation email immediately with all the details of my
or
I checked my account on their site on the 14th and it showed that my
order had shipped. I did not receive any kind of email letting me
know this had occured.
The glasses arrived on 3/21 (today).

They were packaged in what appeared to be the same type of box that my
bank sends me new checks in. The postage was two stamps and a third
2cent stamp. I only mention this because it did not appear
professional and, was in fact, the precursor to the quality of the
product I have received.

Other than that, the glasses are packaged in a hard case, inside 2
plastic bags, inside a piece of cotton, inside a cleaning cloth. A
repair kit with extra nose pieces is also included.

The glasses I received are the style I ordered, however, the lenses
bend downward from the bridge. This is not what the picture on the
site indicated. The site showed frames that are horizontal, not
droopy.

The right lens also has a 4mm scratch across the top of it.

I have initiated an email (there is NO phone number to contact them)
to G4U asking for a full refund citing their 100% refund policy for
damaged glasses. I took pictures as they indicate that I might be
asked for some. The site indicates I should hear from somebody within
24-48 hours. It is Saturday now, so I will assume they will not be
open until Monday. If I do not hear from them by Wednesday (3/25), I
will.....um, well, I guess I'll send another email since they have no
other form of contact other than a fax number.

[Firewalker]

I hate to say this, but this seems to be a ongoing theme with G4U
lately.
They seem to have somewhat better shipping speed than Zenni, but at
the sacrifice of quality.
I'm not saying *everyone* is dissatified with their glasses from G4U,
but this type of quality issue seems to be cropping up more and more
with them.

If it was me, I'd get the full refund and order a pair from Zenni. I
have yet (although I've only been here a month or two) to see a post
complaining about the quality of Zenni lenses. Only the speed of their
service, and the occasional complaint about the frames being flimsy.
Just be picky about the frames you choose, and be patient on the
delivery time and you should be very pleased with your Zenni order.

Global Eyeglasses and Optical4Less seem to have good quality and
speed, but they are a bit higher priced than Zenni. If you want
quality *and* quick service, I'd choose one of these instead. Just be
prepared to pay more for the extra convienence.

Hopefully, Ira will have some spare time in the near future to
reevaluate the online vendor list here.

Good Luck
-=# Firewalker #=-

[warlock]

I actually have ordered and received a pair from Zenni already. The
shipping was about the same (3 weeks from order to receive) - although
THEY actually sent an email confirmation when the glasses were shipped
along with tracking information. It's not Zenni's fault USPS doesn't
ever update their tracking information.

The Zenni glasses arrived packaged nicely and the prescription is
exact. The only problem I had was the bridge was supposed to be 18mm,
but when I tried them on....well, let's say the bridge was so tight
the glasses rode almost above my eyes. Luckily the pair I ordered was
rimless and the nose pieces were easily adjusted to the proper width.
The glasses fit great now and I love wearing them. I actually have
already ordered a second pair from Zenni. They have been shipped and
should be here early next week. I think I read that the shipping
problems before were due to a hold up in customs earlier this year.
True or not, I have not had a problem with Zenni shipping. I will
address the quality of their service and products in another review.

Thanks for the feedback, Firewalker.

Warlock

[warlock]

I recieved an email reply from G4U at 1:27AM MST Monday morning. So,
they start work early and are very quick to respond to customer
inquiries. I also should mention that I did receive an automated
email reply to my initial contact to them providing me with a ticket
number (for support tracking) and letting me know when I should expect
a response.

G4U in their email this morning expressed regret that I was not
satisfied with my purchase and has offered to send me a coupon for a
free replacement in the frame of my choice. They also pointed me to
the Live Chat on their site. However, I am unable to get the chat
session working in either Firefox or IE. I am politely declining
their offer in an email response and continuing my request for a 100%
refund. At this stage, the level of customer service and attempt to
remedy is excellent.

Warlock

[warlock]

This morning I received a refund confirmation from PayPal. It was
immediately followed by an email from G4U Sales.
----------------
Dear Customer,
Thank you for contacting us.
This is to confirm that we have processed full refund back to your
account. This may take 3-5 days to appear on your statement. Kindly
donate the glasses to Lions Club instead of returning them back to us
as we do the same.
Please feel free to contact us if you have any additional questions.

Sincerely,
Sales
-----------------

I must say that I am very pleased with this outcome. To recap,
Goggles4U DID respond within 24-48 hours every time I contacted them.
They DID honor their refund policy for damaged glasses after offering
to replace them with a frame of my choice free of charge. They also
requested that I simply donate the damaged pair to Lion's Club instead
of wasting them.....which I will gladly do.

I know some people have had problems with Goggles4U lately as I have
been reading about them on this forum. Despite having received a
damaged pair of glasses from them I want to point out that customer
service like this is rare to find, and based on this experience I
would not have a problem trying them again in the future.

Warlock

[Firewalker]

That's really good news, Warlock.
Now, if they could just figure a way to motivate the people in their
labs and quality control to only ship perfect glasses, we'd have us a
real winner.

Maybe they could take some lessons from Bob Parsons over at
godaddy.com. ;^)

-=# Firewalker #=-

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