Frames Direct

Oder my glasses in march 2019 and its nay 2019 and i still don't have my glasses kept getting email
Saying they was on back order but never still got my glasses I tried to give them the benefit Of doubt to see if i was gonna get my glasses i got tired of waiting so i call my bank in put in for a dispute So i can get my money back and go else where they deserve 0 stars i would never order from them again or recommend Any of my friends or family to them they are the worst

It has never been so difficult to buy a pair of glasses.
I ordered 1 pair from this website using my PayPal and I was excited because of the great prices!

The next day representative Natally sent an email saying it was declined and to contact PayPal. I talked with PayPal and the transaction was on hold waiting for frames direct to confirm the order.

I order again with a different payment method to avoid any other issues and again my order was cancelled! I tried it one more time with that same card and it went through.

Then I receive an email asking for a picture of my prescription. I send it and I receive another email asking for a better picture. I send that too, no problem.

I didn't hear back so I called the customer support number and believe I spoke with a Sarah. I wanted to make sure everything was fine and the order was placed. Sarah assured me that it was, that the prescription was received and I'd receive the order in 10 business days.

Just when I think this nightmare is over, I get ANOTHER email from representative Natally saying they put my order on hold because they wanted me to pay $60 more and upgrade to better lenses for my prescription.

Why are you putting peoples order on hold to get more money out of them? If I wanted better lenses then I would have ordered them that way.

Absolutely horrible customer service. Throughout the experience, Natally was very condescending via email. I decided to tell Natally I was no longer interested and to cancel it. I will stick with eyebuydirect from now on because what a nightmare. I genuinely didn't think it was possible for ordering glasses to be so difficult.

Unless you are of a certain class of people they will not serve you or your family; it's their policy!

I purchased a set of frames and they were sent six weeks late, I had to reach out to them for updates. I purchased a second pair while waiting for the first. The second pair came in and within within six months of minimal wear, the lens kept falling out. I returned the frames and the customer service department immediately claimed they were not covered under warranty. After speaking with the service manager and spending a lot of time back-and-forth they finally sent a replacement pair. The replacement pair had the same issue where the lens continued to fall out after a couple of months. I sent them back but again, I was told they weren't covered under warranty and it was not an issue with the lens falling out, as I reported… but that I had actually broken the frame and they were not honoring the warranty. The first reason however was set in an email, that there was a bent screw, again not covered, two different reasons neither of which addressed the real reason they were sent back. This is all subjective to "their review" and it never seems that the customer is right, I was treated as a liar & a crook and will NEVER do business with them again or recommend them. There are plenty of good companies out there deserving of a loyal customer and i will check the reviews next time as they have a 1.9 rating…now i know why

I recently ordered a pair of prescription Costa Corbina sunglasses. I will say I received them promptly, nice glasses and correct prescription. Within a month a small spot developed on one lens. It looked as if it was losing its tint. It progressively got larger. I was sent a return label and shipped them back on 6-23-2020. I was notified that it would take about 14 to 19 days to replace them. On 7-7-2020 I received notification that they did not pass the quality control inspection and it would be another 15 to 20 business days. On July 24 I inquired about the status of the glasses. I received a reply, more of less scolding me for asking. Telling me that they had already told me on 7-7-2020 that the glasses did not pass QC and I should be receiving them on 8-6-2020.
Well guess what? I received an email today saying they wont be ready until on or about 9-5-2020. Over 3 months. They have had them longer than I did. Give me a break. The ironic thing is, I had 3 pairs of regular Costa sunglasses that were covered under Costa's warranty. I sent them directly to Costa and received them back within 30 days. Totally ridiculous! I chose Frames Direct over another company--I wish I hadn't!

Ordered online - good website and options, but I confused bifocal with progressive no-line (basically readers - no "prescription" necessary on other sites). After several emails (days elapsing each time) to confirm my address and shipping info (no such problem on other websites), I attempted to cancel the order, but learned about the 50% restocking fee if I wanted to do so (despite the fact they had not made the lenses (readers!) or shipped yet. A few weeks later I received the glasses and realized that I had made a mistake (they could have caught)... I ordered a reader prescription (wanted progressives or bifocals) but ordered transition lenses and a frame style that was clearly not meant to be a reader:-(. More calls and emails, get a return authorization, pay to ship back and hope for a simple correction, no extra charge.

Nope. I had to pay for new lenses (and the initial quote did not offer the obvious discount I had), and I don't get to keep the old ones. A few more weeks of email over address, differences in shipping address vs. paypal billing address, etc. etc. Paid even more, waited another two weeks and just received confirmation of shipping.

Sigh. You can go to whatever local store you have and get better service cheaper and WAAAAY faster.

Just say no.

I filled out my order form clearly. I attached a copy of my prescription (as they require). I sent my order and my credit card was charged immediately. Then came a series of emails asking me questions about my order and about my prescription. Each time I answered with straight forward logical responses. Then they sent me a fourth email saying they called my doctor to confirm the prescription and said it wasn't for what I was ordering. I wasn't trying to order the original prescription. My doctor had told me to add. 75 to the power of the prescription (on the order form online) to use for reading glasses and that's what I had done on the order. Most online eyeglass companies understand when someone adds power for a reading glasses version of a distance prescription. The person handling my order at Frames Direct was unable to grasp what I was trying to order. I am baffled that such a simple order could be so difficult. All they needed to do was fill the order as it was entered on THEIR online form. Isn't this their business? When I realized I was dealing with someone who wasn't getting it, I asked them to cancel my order. I won't chance receiving something I didn't want. I'm going to try another online vendor that I've worked with in the past that is competent. I would NOT recommend Frames Direct. They seem to invite errors when they operate from a perspective that the customer has made a mistake, EVEN after the customer confirms the order as it was submitted. It's ridiculous.

========================================================================

FRAMESDIRECT IS A BAIT AND SWITCH COMPANY

They take your money, hold it hostage for a month, and then, ask you kindly to choose a different color, of the same frame. You pick a color from the list of replacement colors, for the exact same frame and they try and charge you more than 100% more to "COMPLETE" your order. When you call them out, they try to bait you further, with a "10%" coupon...

=========================================================================

I ordered a pair of glasses from framesdirect.com. On the website the glasses were available and I received an email that stated I would receive my glasses in 11-16 business days plus shipping then on 1/11/2016 I received another email stating that the frames were being delayed slightly and feamesdirect.com expected to receive them by 2/3/2021, then they'd have to be sent to the lab which takes another 11-16 business days, after calling and being told by a manager the frames were actually on back order with Gucci and framesdirect.com don't really know how long it will take the frames to become available. Like other complaints I feel like I've been scammed by framesdirect.com for HSA/FSA funds. This company is a complete scam that utilizes bait and switch practices. They have all these frames to choose from until they have your money and can't produce the frames you want then in order to keep your FSA/HSA dollars you have to switch to a pair of glasses you don't want or like. This company is a complete scam, scanning consumer out of insurance funds. I will report to the federal trade commission to make sure they know of the tricks this company is using to scam its consumers in hopes to have this company investigated for fraudulent practices. STAY AWAY THIS COMPANY IS A COMPLETE SCAM.

First time ordering glasses online, but as I shop most everything else online, figured it was worth a shot, and was very glad I did.

The first pair I ordered went without a problem, until they called back to say there would be a delay of at least a week as the frame was only available only overseas. Did I want to order a different frame? Which I did.

The next phone call was about the prescription, it was for bifocals, not the single lens that I had ordered. They called my eye doctor and got that straighten out (single lens).

Those two phone calls demonstrated the quality of the service and the depth of knowledge of FramesDirect people. The glasses arrive in short order and were everything I had ordered, exactly as I had ordered, for far less than any local store or national chain store could offer: $420 vs. $230.

So impressed that I ordered a second pair to act as a back up pair (I'm hard on glasses). A somewhat similar story, first pair I ordered didn't go through as the frame was sold out and no longer available.

Finally found a frame I liked and could afford, and was in stock (!). A little over a week later, and they were in my hands and on my face. I liked them so much, they are now my main eyeglasses, and my first pair of eyeglasses are now my backup pair. Cost savings: $440 vs. $237.

Most companies these days would have sent an email after the product had shipped saying there was a problem, you deal with it. The people at FramesDirect demonstrated their professionalism, product knowledge, and dedication to customer support - they called me to reach out to me when there were potential problems.

If I could, I would give it 0 stars. I ordered frames from Frames Direct.com on Jan 13th, 2020. On their website they said it would take 3-5 business day to receive my frames. Immediately when I ordered the frames, I received an email that the frames were in back order, which was not posted on their website. It said I would receive my frames by Jan 30th. Jan 30th came around and no frames yet. I called customer service and they told me that I would receive it Feb 11th. I was sending emails to a person by the name of Vickie M., E-Commerce Customer Service Optician, and she continued to lie in the emails saying that they received my order on the 30th but it was damages and they had return it to the manufacturer which was in China. I didn't believe her. On February 11th, Angelic, another representative over the phone, told me I would be receiving it expedited in 3 to 5 business day. Then I called on the 12th, and they told me they pushed my order back to February 28th. I've been dealing with this for about a month. I am letting everyone know to not believe the reviews on their website because they are fake. They also misrepresent by stating they do price match, which is a lie, because when you give them the website of same frames that are a cheaper price, they do not want to match it. Also be aware that they do not have the frames in stock, so you might want to call first to find out since their website does not indicate when frames are on back order. They do not provide you with tracking at all.

This is my 2nd pair. 1st bow broke the 1st day. 3rd pair starting to do the same as 2nd pair.Frames Direct suck

Got the frames that were not made anymore in any shop, I had bought the same somewhere online before so I thought Frames Direct would be a good deal package. I paid for the glasses before Jan 2020 and waited around 3 months for them to find the frame. I got emails of delays and delays, it was frustrating because the website said the frame was available, and some other colours of the same glasses said out of stock so the website needs updating. Anyway so April comes 4 months after payment of my product and they send the glasses from USA to Spain so I know this will take ages to arrive. I wait a month and then get worried something happened so I rang the courtier and it turns out the customs had sent back my glasses without even telling me!
So I contacted Frames Direct and they did not know why. I still do not know the reason why it got turned back, but I waited again until today 14th July when the postman came with my glasses. I had no notifications of any news unless I emailed them, they did not contact me at all. I rang 2 times on the phone and those 2 times their customer service is really poor and they leave you on the phone in silence, they need to work on their customer service manners, honestly, 7 months waiting overall and I paid so much on shipping express and for what? The frames are the same I had but they came really lose and creaky they are Ray Bans so I know I have to get them adjusted, but 5 years ago I used a different website and I did not have to go anywhere for adjustments. I'm glad they arrived, but more than half a year later, you can't even blame covid-19 for this delay because I bought them last year...

It took 2 months to get glasses in my hands. One week was due to issues with my prescription. Once the order was officially in, I kept getting emails they were waiting for the frames. I desperately needed these glasses so I went on the site and picked out 3 more frames and asked my rep to please change the order to whichever one was immediately available to be processed which he did. 10 days later I got an email telling me it would be 10-12 business days to process. When I questioned why after 10 days were they just now making my glasses, I got excuse about a question to the manufacturer. It took the full time before finally shipped and I thought they might send them overnight due to their delays but they came ground. When I finally got the glasses, I liked them, good quality frames and fit was good however they felt weird, I thought I needed to get used to the new scrip. When I finally decided they were not right I talked to my eye dr and made a new appointment and they advised me to bring them in to check the prescription. I am still waiting to go to my appointment but decided to go to an objective 3rd party to get them read and found out the glasses were NOT MADE CORRECTLY! One eye is close the other is not close at all. I'm beyond mad. You have one job! So I'm still wearing duct taped glasses I can barely keep on my face for work on the computer. Yes I should send them back and be fixed for free but I CANNOT wait another who knows how long to get them back. I will try another online company in the future because I like the ability to find smaller frames that are very hard to find in stores but not FramesDirect.