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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...
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
Received my glasses after 5 weeks. Poor quality. Cheap plastic glasses. I recommend using a real optometrist to get your glassed. Very disappointing. Poor customer service and after care. Never again.
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 ...
Do not recommend
- Ordered on 30th of April, with the expectation that glasses would ship in 7-14 days.
- I urgently needed glasses during quarantine because my previous pair broke. It’s been 24 days since, and glasses have yet to ship. They’ve been in “quality check” for 14 days now. I understand how Covid-19 is causing problems, but this is unacceptable.
-Asked for refund, and they gave generic response asking me to wait for them to ship.
- Do not purchase from this site.
Terrible Customer Service
Contacted them via text message last Monday to ask where sunglasses are. My order is saying shipped, but has no tracking number. Tried calling their number, no response. Messages through their Facebook page, received two generic messages stating they have received a high number of requests. Another fob off, stating how busy they are. I’ve spent my money with you. I’m the client. Totally understand the climate were in currently but I do feel 5 working days is really a long time to wait for a simple response. Not happy. Plenty of competition out there, won’t use them again.
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.
Had placed an ordered at Eyebuydirect. Paid extra for quick/premium shipping. I did not receive a confirmatory email.Placed a call to the customer service. The customer service assured that I would be receiving an email confirmation, but did not receive anything. Place another call to the customer service team, again reassured that I would receive an email confirmation but did not receive. Now after 23 days of placing the order, gave another call the customer service rep, had no clue about the previous conversation and said that the order would...take another 4 weeks. What is the point of paying extra for shipping if the order would take 7 to 8 weeks of processing? Eyebuydirect have to really up their game and work on providing better customer service if they wish to continue their business. Really poor experience! Would advice others to think twice before placing an order with Eyebuydirect.
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.
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.
Bought 2 pairs of glasses July 2018 and the frames broke within two weeks of each other. They are ok if you only want them to last for twelve months. I think they are garbage.
Absolute crap service
Eyebuy Direct - Received my two pairs frames, no prescription included in either frame. Email them about it, phoned them about it. Was not listened to - constantly ignored my request for a refund instead they kept offering discount, replacement. I am still to hear about my refund! The phone call I made either dropped out or she hung up on me and no call back, after she accused me of lying about the prescription being added to the frames! I can't see!!! STILL WAITING and there's no complaints email, phone etc to contact.
After sales warranty a joke
When I first received my glasses, I was happy with them. They are more flimsy than my past glasses from local stores but they were under half their price. They were worth the money I paid.
Out of the blue, 3 months after purchasing, when i took them off to clean the lenses the arms holding the lenses just crumbled as though there was a fault in them.
I contacted the company by email and they told me they have a one off return policy but it would cost me shipping $15 and I could opt for a different pair of glasses. Through a series of...
ABSOLUTE SCAM - DO NOT WASTE YOUR TIME OR MONEY
Purchased two pairs of glasses. They arrived, looking different to the pictures, absolute flimsy quality. The lenses don't even seem to have a prescription in them. As per their "no questions asked full refund" policy I have requested a refund and they tried to dissuade me from it. About a dozen emails and 3 days later I am still trying to get my refund. I don't know how they have such good reviews, I honestly suspect they are fake reviews because this company is so dodgy, it is obvious they are a scam.
Junk quality frames and lenses
I've owned over 20 pairs of glasses over the years and the last 5 pairs have been brought online.
My 3 month old glasses from eyebuy are terrible... cracked on the lens..and 2 places on the frames... seems to just be really cheap materials.
Just go to your local shop
I ordered a pair of glasses, i recently had my eyes tested so used the prescription i got from my optician, the glasses are ok for the money but i cant see a thing out of them, obviously did not use my prescription. Also waited weeks. A complete waste of time and money. The glasses are useless.
I bought glasses. Eye Buy Direct sent them but they put an INCOMPLETE address on the package. The package was returned to them as 'undeliverable'. Not my fault!
Even though I sent an email in plain English telling them of what happened, and even though I added my full address to this email for the purpose of re-sending it, they were so incompetent that they asked for my address again.
I asked twice for a tracking number and have not heard from them and quite frankly I don't expect to hear from them. I have therefore asked for a full refund.
What a bunch of time-wasters. Now I have to buy elsewhere.
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