Complaint Review: G Fox & Co - Internet

This was back in 2015, but I had only learned about this site now (thanks Reply All!), so I wanted to leave my report as I still haven't, to this day, ever dealt with a company that has treated a customer this rudely! Below is my original post back in 2015 on G Fox & Co's Facebook page, which quickly got deleted. Once I questioned them on deleting my post, they ended up disabling commenting on their wall completely (as you'd see if you go on the Facebook page).

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I want to start off with saying that I absolutely love the products at G Fox & Co.! They're totally stylish and I fell in love with everything the first time I walked by one of their booths. However, after my first (and most likely only) pruchase, I am not as ready to recommend them as I once was, even though I got a lot of compliments on my frames and love the aesthetic that G Fox & Co bring out.

I want to clarify that I am not 100% blameless, as I bought my wooden frames from G Fox & Co and only contacted them a few months later, but hear me out. I was in the market for a new pair of glasses and really wanted a wooden pair as my plastic ones were wearing down. I'm blind as a bat, so getting glasses is a huge necessity for me. I bought my frames in March at a convention in Toronto (Green Living Show), after speaking with Junior (the owner) regarding the fact that I would be starting a new job soon that I knew would have benefits that I could use to pay off the new frames. I wasn't even going to buy the frames until I got the job (which happened to be in May), but Junior told me that he would be more than willing to send me an invoice dated the date that I needed as he couldn't guarantee the next place he would run a booth at, and his frames would be priced much higher if I ordered online, so of course I picked them up! I also double checked with him to make sure that the lenses would be able to hold my prescriptiion as the lenses are quite heavy once you reach -6.00 and asked for suggestions on where I could get them done (he suggested Lenscrafters or any other store that did them, I opted to use another store that I've been to before as Lenscrafters gets quite pricy). I ask about a warranty, Junior says they normally do a formal one month thing, but I could go to him with anything and we could work it out from there.

Fast foward to the very end of May. I finally get the job! I haven't touched the frames I bought since March because I didn't want to wear them without the lenses in, which I decided not to get put in right away. I get the lenses put in early July (training at work kept me busy) and everything is great. I post about it on my Instagram the first day I get them back because I'm super excited to share them with everyone!

Two weeks later, the right handle of my frames pop out, which super broke my heart. I emailed Junior right away. At this time I also chose to ask for the overdue invoice that I required and explained my whole situation, apologizing for asking so late as well. He blames the shop I got my lenses at for possibly tampering with my frames. I explain that I don't think that's possible as the lenses just pop in and out, it has nothing to do with the frame itself, but what do I know about glasses? Either way, I go back to get them checked out and they state that its the fault of the glue (which seems more likely to me) and I should be contacting the shop I got them from, especially since they would know how to handle it better. I go back to Junior and after some back and forth (he was VERY reluctant to take action and sounded like he just wanted to know what I wnated so I would stop emailing), Junior finally decides to give my frames a look. He's super sweet in person though (?) and gets it glued back in once I visit his new booth that happens to be close by my work. He gives it back to me with some new scratches on it, but I figure I just really wanted to be able to see again and it wasn't anything I couldn't live with so I don't say a thing.

I'm super happy again, but... Guesst what? Another week later, the OTHER (left) side of the handle falls off the same way the right did! I'm just super upset at this point, obviously. I send another email to Junior asking him if he would be willing to take another look at my frames. I sent this message on August 3rd. I haven't heard back since. I never got the invoice I asked for either, which I needed for my claim so now I'm paying full price for frames that he had ensured me he would help me with given my job/benefits situation. I do acknowledge that I sent an email super late about it months after purchase though, but it was Junior himself that had offered to speak with me no matter when.

Please note that throughout the whole exchange, I haven't even once asked for a replacement or anything, as I know I was beyond that "one month warranty" that the site lists. I just wanted my frames looked at and fixed if it was possible! I was even willing to pay if it was a reasonable fee, but this was neer offered to me. I also know that the company's policy on frames (listed on their facebook) state: "Any repair needed after one month, we ask that you simply pay for shipping to us."

My review on frames at G Fox & Co in a nutshell: Maybe not worth the price, but great fashion accessories if you can afford them. DO NOT, even though I confirmed over and over again if these were possible for everyday wear, buy a pair expecting it to last longer than a full month of wear. I'm not sure I would give the customer service a positive review either, unless you're able to talk to someone face to face and leave them no choice but to talk to you... Which is sad because it seems like I'm the only one who got treated this way!