Reviewer Photos & Videos
Didnt receive my order and refund!
You just lost a loyal customer! I have used eyebuydirect from 2018 and been recommending it to my family and friends. The first 5 orders are went smoothly.
This time round, I waited for a month for my item to be shipped (I understand it is covid time and have asked them prior to purchase which they said no issue/delay despite the current situation which was a lie).
They cannot update me the status of my order, keep saying in 3 business days, in 48 business hours etc.. it all sounds like an automated response! My glasses have been at the last ...stage of quality check for more than 3 weeks and when I asked if my glasses have been really made or not, they cannot tell me. They ended up offered me a backup pair instead as their solution, which I need to wait for another 14 business days if I opt for it. At the end, I asked for a refund since I need my prescription glassess urgently and cannot wait anymore for something uncertain, I have not receive my refund! I also lost my EBD credits even though my order is cancelled LOL.
I am really happy with my prescription sunglasses
The polarised prescription Hanoi frame sunglasses I bought seem to be good and came to less than half the price of what I would have paid in a brand store. They also have an option that they donate a pair for the pair that you buy to kids around the world which I thought was a nice touch. Shipping took about 17 business days, so a bit longer than the 14 business days advertised, but not too long.
Placed the order on 25 September 2020. The first problem was that my payment didn't get through to their system and I had to fill out a statement form to authorize the card payment. That was a week being wasted. Now (23 October 2020), another problem is that my order status has been the 'lens cutting & bevel edging' one for more than 2 weeks. I should have taken the bad reviews that have been given by people on this site seriously. At this point, I think I will never get my order.
- Verified customer
Cannot be trusted
Placed order on 3rd October. Their website claims 7-14 days delivery. Within days site said order was shipped. That turned out to be wrong. Well 14 days later, order hasn't shipped and according to their website it's either still being completed or shipped. Impossible to tell for certain. Two email enquiries resulted in two replies packed full of excuses claiming that order was in final stage of processing and shipping imminent. Their pricing structure is difficult to understand as each step adds more to the price and they don't tell you anythi...ng about delivery until final stage. The actual pricing depends on an obscure rewards scheme that makes little sense. I will definitely go back to previous supplier after this disaster. I am both disappointed and angry at this stage. Online vendors need to be truthful with their claims.
- Verified customer
never had a problem
I have ordered quiet a few pairs of prescription glasses from eyebuydirect. I started with a cheap pair just to check the waters. every pair ive received arrived around 2 weeks after I order which to me is normal consider it takes specsavers and opsm around the same time. I love how on the website you can see what the glasses look like on a photo of yourself plus that fact you can also donate a pair for every pair you buy! I found my new favourite frames!
Do not Order
On the 30th August I placed an order and paid for a pair of eyeglasses. My status had not changed in 20 days ,so an email was sent, No reply. On the 23rd I called and customer service advised, a second pair will be processed and wait another 7 to 14 days. Now the 9 October 2020 and more phone calls ,I am advised a third pair will be processed. This company is incompetent in processing and completing orders and would not recommend .Now to see if I have my money returned or a pair of glasses ever arriving.
Haven't received my order after 14 days
I have placed an order on the 4th of September 2020. My order status have not been updated since. After contacting the customer contact centre, I was advised the order is in quality testing and an update from the logistics department will be requested. I am still waiting to get an status update to my status, starting to doubt if I will and begin to wonder if this company will deliver the paid products. Is this a legitimate company?? I would recommend people rather to visit an optometrist or local store, where you may have the real guarantee of getting your products delivered in less than 14 days.
Incredibly disappointing customer care
My initial order was made 6+ weeks ago (11/07/20), upon arrival (26/07/20) the prescription was incorrect and thus proceeded to contact the company for correct order. They helped me reorder this which I appreciated greatly.
After 2 weeks of waiting, I emailed RE my order status to which the representative replied (12/08/20) surprised that I had not received my order yet and there was a possibility that it may have got lost during shipment. I understand that this may sometimes happen's but I didn't believe them because I never received an emai...l with a tracking number (like my previous order) upon shipment. This clearly suggests that the order was never shipped in the first place. They then proceeded with a replacement order which would taker a further 14 days?! Surely any company with a decent customer care team would look to speed up this process given the circumstances, 14 business days is a generic shipping time in, and they could of quite easily prioritized the replacement shipment. I continued to stay in contact through email so my order didn't get lost again, to which a representative informed me (17/08/20) that the glasses will be 'shipped on or before August 22' - quite strange that is a Saturday, not a business day. I decided to put my trust in them that potentially they were helping by shipping on the weekend. Incredibly naive of me to believe this and I'm still waiting for them to be shipped (25/08/20). Despite this, I want to note that all representatives have been polite and professional through email (as have I) and it isn't their fault. Yes, there is a pandemic currently which will inevitably slow shipments I just feel more could have been done internally to speed up and track the process. I'm just disappointed in the company as a whole and for this reason, I decided to make a complaint. If you do decide to purchase from EyeBuyDirect, I really hope you have a better experience with them.
SCAM!!! Do not buy!!!
I ordered some frames August 16th, got sent some promotional emails afterwards saying I can have 25% off designer brands such as Ray-Ban and Oakley, curiously I clicked on the product only to be lead to their generic frames, I then searched “Ray-Ban” in search bar, no results except for an article in the FAQ section saying they do not sell Ray-Ban or Oakley... Obviously confused I emailed back and asked them to explain and if stock will return, they did not answer any questions they just asked “what is the exact name of th...
- Verified customer
Great glasses, fast turn around.
Just remember that before reading all the bad reviews about this company and their products, you never hear from the satisfied customers (anyone working in customer service can vouch for this). The only people that usually feel the need to write a review are those with a complaint, so the good to bad review ratio will definitely be in favour of the bad reviews.
Despite all these bad reviews, I felt it was still worth trying their product because I was able to buy exactly what I wanted for a tiny sum of $37. I liked that the website let me filt...er the results by not only lens width, but lens height, as I like oversized glasses and this didn't seem to be an option on other sites. CUSTOMER SERVICE: To be honest, I never had a requirement to contact customer service, so who knows, maybe they are horrible like everyone says. One complaint on this review site is from a guy who complained about delays etc (which is fair enough), but then finishes his complaint by saying they promptly refunded him. So at least they have prompt refunds going for them. SHIPPING: I placed my order on 17th July 2020, and they were delivered today, 31st July 2020. So far, pretty happy with the speed. After all, they are prescription glasses, you can't expect them within a couple of days.
- Verified customer
Extremely poor customer service
I would feel better if they were more sincere and told me the truth if there was a 30days delay or whatever due to the pandemic instead of keep lying.
Ordered a pair of blue light glasses on 20th May. Order number AU40517316. It's 26th Jun, Still haven't been dispatched. First time I emailed them was on 25th May to change my address, they said
"As of the moment, your order is now on our quality check stage.
Please be advised the estimated time for the quality check will be 3-5 business days. We will notify you through email with the track...ing number when your order has been completed and shipped out." then they kept saying it's in the final stage. Big lie, it has never been dispatched after it has been in the 'final stage' for about a month.
Did not fill the prescription and will not replace them
Do not buy from redirect, they did not follow my order instructions and then wouldn't replace them but offered 15% of to place a new order....yeah NO
These people have no manners and cannot follow order details
So far not so good.
Glasses should have been here on 4th June, on 10th June I checked to see where they were and it said order on hold. Called, after an age on hold spoke to a lady, the line was really poor and hard to make out everything she was saying. They said they were on hold because they had a question and had emailed me on 20th May - no they did not I just checked and they said called - no they did not, I do not have a voice mail from them.
So they just ignore it until you call them. That is not good customer service in my book. I am a tad miffed at the lies.
Poor quality don’t waste your money
My frame is breaking on both sides just after the warranty expired last month. Looks like these frames are built to last one year only. I chose one of their most expensive frames thinking the cheaper ones will not last. Will not be buying again.
Horrible customer service because no-one took ownership of the problem
Ordered March 28. Was told they were shipped April 6. They never arrived.
A back up pair was allegedly made for me 2 weeks later. They allegedly went through quality checks twice and alegedly sat in the delivery section twice..
After 4 weeks, I threatened to go to QCAT. Was offered a 15% discount, which was promptly refunded.
2 more weeks passed and nothing happened.
We emailed to and fro and was finally told it is in the delivery section and will come in 5 days. 5 days later. nothing.
I posted a copy of the timeline of events on their FB ...
Questions & Answers
Hi can My girlfriend(Star)wear my prescription glasses, and can i wear stars reading glasses?
Why do you lie to your paying customers ?
Alice T.Eye Buy Direct
Greetings from EyeBuyDirect.
We do apologize for any inconvenience it may cause.
EyeBuyDirect aims to maintain high standards of customer care. Also, we want to be open, diverse and transparent to our customers. Feel free to private message us your order number or email address so that we may further assist you. Also, you may call us at 1-855-393-2891 (US) and 1800-734-918 (AU) should you have any further query or concern. Our business hours are 9am-12am Mon-Fri and 9am-6pm Sat-Sun EST.
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