Complaint Review: eyeglassesdepot

I requested an estimate on repairing a small scratch on one lens of my prescription glasses and received notification that this could be done. I sent the glasses in under the impression that the repair would be completed for about $25 based on information on the website. I received an email with an estimate of over $250 to replace both lenses. I was amazed as I had sent in the glasses that had a small scratch in my line of sight on the right lens only. I balked at the cost and I was informed that they could not repair the glasses as there were "deep scratches" and both lenses would need to be replaced.

I was concerned because this appeared to be a bait and switch scenario so I requested that my glasses be returned without further ado. He came back that he had spoken to his manager and offered a discount. I asked for the glasses to be returned yet again and he offered an additional discount. We agreed upon a price and I paid through their website upon the condition that they could complete the work to include the SAME lenses (progressive) without a prescription. He had informed me that no prescription was necessary as they could use the lenses to determine this information.

Several days later, I received a request for a prescription. I explained that I could not get a prescription as I was out of town and had been told that I did not need one. I asked them to once again cancel the order and return my glasses. I was told that they could not do that as they had been sent to the lab.

This did not make sense as I had also confirmed that the work had not been done. I expressed this and told them that I would be contacting my credit card company to dispute the charges as no work had been done. I was then told that a fee of $45 would be charged by them for a "frivolous dispute" if I attempted to reverse the charges. I was amazed and offended.

I called my credit card company and told that the original charge had not gone through so I did not need a refund. I sent them notice that I would like my glasses returned as soon as possible. I was told that I would need to send them a check and they would hold my glasses until it was recevied.

I called the following day and spoke with customer service. I explained these issues and I was told that I would need to pay return shipping and received a bill for $12.99 which I paid on their website. Within a couple of days, I received a request for a "customer service gratuity". Are you kidding me?

Several days later I received my glasses in a box without packaging materials. They were placed inside a broken glasses holder with the lenses placed against the metal so they were scratched beyond repair and completely unuseable. I had sent them in with a small scratch across my line of sight on one lens and they were returned to me with both lenses completely ruined. 

This all occured in August 2021. Today, 3 months later, I received an email from this company stating that I had an unpaid invoice of $150. I began to respond with the information as I have all of the emails and photos of my returned glasses. Before I could even respond, this company charged my credit card in the amount of $150. I included a request for the reversal of this fee. I have yet to hear back on that.

This company's egregious behavior is offensive and misleading. I am out $12.99, hours of my time and sanity, and $300 for a new pair of glasses that they ruined. All for a small, annoying little scratch in my line of sight on one lens.