My Horrible Return Experience with Eyebuydirect
Laura
in November. Unfortunately I ordered the wrong size frame for all of
them. The quality of the glasses was great and my prescription was
perfect. However, when I contacted them within 7 days about returning
the glasses for a refund, I had a very difficult time reaching
anyone. I called their toll free number and got a message saying
their voicemail was full. I sent them an email and received no
response. I tried their web chat option and that only worked on the
third try. The person I finally reached sent me a return
authorization that included both orders. I mailed everything back to
the address indicated using UPS and informed them of the tracking
number. A month went by (including Christmas and New Years) and I
didn't hear anything about my refund. During the first week of
January I sent them an email asking about the status of my refund. A
few days went by and I didn't receive a response, so I emailed Ira (of
this great site) and asked him to contact them for me. Only then did
I receive a response. Within 24 hours, they processed the refund for
two pairs of glasses. Then they emailed me and said they only
received 2 pairs of glasses in the return, not 4. I sent them all 4
pairs of glasses with the return authorization for both orders. I
sent them a long email detailing how horrible this return experience
has been and telling them that I DID return all 4 pairs of glasses.
In the end, they refunded what I paid for all 4 pairs of glasses. I
will never order from them again because of this return experience.
By contrast, I returned glasses to Zenni and Goggle4U without a
problem. I never had a problem getting in touch with their customer
service!
J. Evan
thing. Despite the option of return from many of these places, they're
just not well set up for returns.
Part of the reason they keep prices so cheap is that they try hard to
avoid having their customers return material. Goggles 4u thinks so
little of either their products or their postal system, that they want
you to donate your frames rather than mail them back.
I would suggest you spend more time in your b&m glasses shops trying
on frames you like, get the sizes and a picture, and then go online to
order your frames. Lots of research - little ordering. In the
construction industry they say, "measure twice, cut once" - you should
apply that to your online glasses buying philosophy - I think you'll
avoid many of these problems you've experienced.
J. Evan
Chuck Knight
What was wrong with all of these glasses?
That's an awful lot of returns...do you have a difficult prescription?
I don't claim that every pair will be perfect every time, but this
seems like too many...a statistical outlier. Perhaps this community
could help you with whatever the problem is?
-- Chuck Knight
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Mark Harrison
> Goggles 4u thinks so
> little of either their products or their postal system, that they want
> you to donate your frames rather than mail them back.
I don't think this is the case. Instead,
- they have no use for used frames... it's really not practical
to resell them.
- it costs money and a bit of effort to mail them back, either for
them or for the customer.
- glasses donation is a wonderful thing. I know a fellow who
went on some medical missionary trip of some kind and helped
with the glasses dispensing. He said it was so touching to
see people put on glasses and for the first time in their
life be able to see clearly across the room.
>
> I would suggest you spend more time in your b&m glasses shops trying
> on frames you like, get the sizes and a picture, and then go online to
> order your frames. Lots of research - little ordering. In the
> construction industry they say, "measure twice, cut once" - you should
> apply that to your online glasses buying philosophy - I think you'll
> avoid many of these problems you've experienced.
My philosophy was a bit different:
- I could buy about 6-10 pairs of glasses for the cost of one pair
from the glasses shop.
- so, I could afford to have several pairs not work for me.
- I started by buying three pair and checking them out. One was
definitely mis-ground, since it was super-blurry while the other
two pair were not.
- Every time EBD had a BOGO, I would buy another two pair, varying
some parameter (single vision vs progressives, frame size, etc)
- Now after just after a few pairs (and spending about 3/4 of one
glasses shop pair), I've got a good understanding of all the
numbers, measurements, etc, that I need.
- Plus, I have some extra emergency glasses I keep in my desk
at work, and a pair of genuine prescription sunglasses in the
car (wonderful!!!). All the rest I donated, and hope they
help out someone who hasn't received the blessings I've had
in my life.
- Of course, a lot of patience helps -- it's true that the vendors
are often slow to reply, fix orders, etc. Just keep in mind that
that's a part of the low-cost tradeoff. Hang in there, be patient,
try some other vendors, and don't get too high blood pressure over
a $39 purchase... you'll get it figured out in time to be saving
hundreds of dollars with each subsequent purchase.
Hope this helps somebody who is getting ready to make the plunge
for the first time... I waited for a long time before taking the
plunge.
Laura
glasses from Eyebuydirect, Zenni, Goggles4U, and LBWeyewear so that I
could: 1) get new glasses and 2) evaluate this experience for my
clients, coworkers, family, and friends. I did not want to recommend
buying glasses online unless I knew for myself that the quality was
good and that you could return the glasses without problems. I did
read the forums as well as this site and another similar site before I
placed my orders. I even looked at reviews on Youtube. What I didn't
understand fully when I placed my orders was the importance of the
width of the frame with my prescription (-8.25). So, the first 2
pairs of glasses I ordered from Eyebuydirect were too wide. I wish I
had read Chuck Knight's very helpful post explaining this before I
placed my orders. In any event, I ordered 2 more pairs of glasses
from Eyebuydirect when I figured out my correct width. In all, I
ordered 3 pairs from Zenni, 6 pairs from Goggles4U, 1 pair from LBW
Eyewear, and 4 pairs from Eyebuydirect.
I posted a review about my experience on Youtube hoping to save others
from ordering the wrong size glasses and to encourage them to try
buying glasses online.
http://www.youtube.com/watch?v=aZoejaBwlVM
I also posted a summary of my experience on this forum and shared it
with all of my colleagues. I did not mean to give the impression that
anything was wrong with the quality of the glasses I returned. Two of
the glasses I returned to Eyebuydirect were too wide for my face. The
other two I just didn't love. But Eyebuydirect's return policy is
that you can return glasses for any reason (including that you just
don't like how they look) for a full refund within 7 days. The point
of my post was simply that it shouldn't be so difficult to return
glasses particularly when you have a return policy like that.
I returned one pair of glasses to Zenni because they were too wide.
And I got replacement pairs for two pairs of glasses from Goggles4U
that arrived broken. I don't know what the postal service did, but
the boxes were crushed when they arrived. I simply sent a photo to
Goggles4U and they let me pick replacement glasses (because the ones I
ordered initially were sold out). So, I the amount of glasses that I
ordered probably makes me a statistical outlier. Please know that I
didn't return any of the glasses because of quality issues. I did
state that in the message that started this thread.
I agree that knowing the size you need is very important before you
order. I've done what I can share that knowledge with others.
However, if a store has a return policy they should honor it.
Eyebuydirect's return policy was the "best" that I found. Given my
many problems reaching their customer service I thought it only fair
to share with other people.
I appreciate that offers of help to find my correct size. However, I
know my perfect width now and I won't be ordering glasses that are too
wide in the future. If you choose to message me privately about this
I simply ask that you do so in a polite manner.
Laura
On Jan 29, 11:14 am, Chuck Knight <chuckkni...@gmail.com> wrote:
> You've returned 4 pairs to EBD, and at least one to each of Zenni and G4U.
>
> What was wrong with all of these glasses?
>
> That's an awful lot of returns...do you have a difficult prescription?
> I don't claim that every pair will be perfect every time, but this
> seems like too many...a statistical outlier. Perhaps this community
> could help you with whatever the problem is?
>
> -- Chuck Knight
>
> > Check us out at the oft-updatedhttp://glassyeyes.blogspot.com!
Wm. Lewis
These places are not there to correct your mistakes in frame size, prescription etc.
HAVE ALL YOUR MEASUREMENTS AND NUMBERS DOUBLE CHECKED BEFORE PLACING YOUR ORDER!!
You'll have a much better experience if you do.
Chuck Knight
courage. I've never made a youtube video of any sort...not sure I'd
be comfortable doing it. AND, you did an amazingly thorough job on
your reviews.
Second, let me state how much I like your bubble glasses. Different, and fun.
Glad you finally figured out what size to buy.
-- Chuck Knight
> Check us out at the oft-updated http://glassyeyes.blogspot.com!
siageah
for friends and family as I try to bring more people on board the
online eyeglass wagon.
I did want to add that I own the holiday and stained glass Zenni
frames you bought and love them. I think I may have to go for the
bubble ones as well now. I didn't notice them before.