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- 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.
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 ...
Close to Reporting to ACCC
I have ordered from Eye Buy Direct in the past with no issues. I enjoy the quality of the product BUT...
I have just recently placed an order with Eye Buy Direct and am having a horrible experience. It has been four weeks since I placed the order on my glasses. I completely understand that deliveries are taking longer then expected - I have placed multiple orders from other places where this is the case, it's to be expected. All of these companies have disclaimers keeping you informed as to their situation - so that you're not buying items th...at you need online urgently. But Eye Buy Direct are falsely informing customers that orders are taking the same amount of time and customer service will not give you an accurate answer as to when orders are arriving. I have been told on multiple occasions that my order is on its way, when the website says that it's still in the lenses stage. After asking on Instagram if orders are still taking 14 days, and being told yes, I decided to order my glasses. If they had been transparent and said that it would take longer, I would have gone to the optometrist and spent a bit more - but would have the convenience of having them quicker. When I talk to their social media person on Instagram, they making me call other numbers in the company and will never find out information themselves. They are telling me to call a direct line... that they say they've been trying for days to contact themselves. It's just been a real freaking frustrating experience. And I will not be buying with Eye Buy Direct again. (And it's been 4 weeks since I've ordered them, and still no contact or shipping number).
Used to be good - no longer
Have had pairs in the past, no problems and always sent replacements if a pair failed. The last FOUR pairs have all come with clear glass in the frames. Finally the company suggested I went back to my optometrist, asclearly I couldn't tell clear glass from a lens. And having replaced the two clear pairs with another two clear pairs, I get no change out of $100. Not a happy customer.
Not even a confirmation email
I placed my order on the 3rd of May and its the 11th of May right now and I've still haven't received a confirmation of my order being review or anything. I understand that COVID-19 can delay deliveries, but an email regarding the situation can be useful, anything to let the customer know. I can't rate the quality of the product yet, but so far the customer service is horrible.
Very good glasses
We ordered 2 pairs and both came to rural WA in 8 days.
Optometrists take longer than that and twice the price. We ordered glasses with progressive and transitional lenses, and they are very good quality lenses.
The one pair did need adjusting but instructions were included. Warming the frame in hot water and a bit of bending made a much better fit.
The website is easy to use and able to use the site to try on many glasses by uploading a picture.
We'll use this site again
- Verified customer
This company is a scam
The quality is completely terrible. My glasses just broke without reason and I tried to contact the company more than 10 times. They offered a replacement order and I have to pay a certain amount of dollars via a link that never came. I emailed than millions of times but they always respond with a similar message like a robot. They might be only digital attendants.
Avoid this company.
- Verified customer
Very pleased with these glasses
The store had what I was looking for. The virtual try-on feature was a big help because I may have passed this frame up otherwise. The quality appears excellent and they are very comfortable. I never owned photochromic lenses before and am very happy with how these work. After the traffic on your website subsided I was able to enjoy a very smooth transaction. The glasses arrived much faster than expected.
- Verified customer
My new glasses are of highest quality and fit perfectly
Just received my order which were a pair of every day prescription progressive lens and a pair of prescription sunglasses. I'm very impressed with the quality and the sturdiness of the frames. The prescription and fit are perfect. I'm definitely going to be buying future glasses from eyebuy direct!!!
- Verified customer
Perfect, exactly what i needed fast
A really easy to navigate website. Fast shipping. The glasses I received from eye buy direct are High quality Frames and there was a wide range of frames to choose from. Im extremely satisfied with my purchase the sunglasses are a great fit and the lenses are affordable but durable. The frames are true to the picture.
Absolute nightmare on delivery
Spent more than 200 bucks on my glasses, sent multiple time of email, and they have a sort of e mail that keep blaming you that you’ve put your address wrongly, do they would request your address again, again and again, so they arrive my door around 6 months later.
The glasses maybe cheap, but it the worst delivery service that I ever had.
I ordered and received my new glasses in 5 days. I almost ordered a designer label pair at OPSM and was quoted $414.
I ordered the ‘firefly’ style from EyeBuyDirect, entered my prescription and with my code my order total was $27.
Absolute bargain and I can finally read again minus the headache.
I highly recommend EyeBuyDirect and will be purchasing another pair soon.
Ordered on Monday 23rd June, paid for fast shipping and received them 27th June (2019).
Was notified by email that they'd been shipped on the 27th and received them same day.
All in all I'm pretty impressed with shipping.
As for the quality of the frames, they fit fantastically and are up to par visually speaking with any other pair of prescription glasses I've had.
Frames seem sturdy but as I'd read a few reviews on here about sub-par quality I chose to go for a pair of thicker, sturdier looking plastic frames.
In the cardboard case I received...
Outstanding value for money and excellent customer service.
Can't believe all the negatives on here. I am a repeat customer, 5 pairs over 4 years. The only drawback, no health fund rebates. Nevertheless, an excellent online supplier who went out of their way to fix things when I incorrectly ordered some lenses.
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