Maui Jim excuses/"technical errors"/miscommunication/refund
I recently made a purchase through the catch.com.au website from a Iframes where I paid for part of the purchase with catch gift cards. I received a confirmation email for the order and therefore threw the gift cards out as they were used.
I then received an email from Iframes stating technical issues relating to their stock levels and that the item is not in stock and a refund was immediately made (which I have not yet received), I messaged them as the gift cards I used for part of the payment were thrown out and queried how I was to be refun...ded the payment for the gift cards as I no longer had them and received no reply. I then received an email stating that the item was shipped and a tracking number supplied, I messaged Iframes again seeking clarification on the item status and they replied stating that there was another technical error and that it should of been shown as cancelled, also that they had already informed me that the item was cancelled due to no stock. I looked up the item on the catch.com.au website and can see that it has now been relisted, also the item is listed through Kogan and dicksmith websites as in stock.. this has left me confused with what is happening and am thoroughly disappointed with my experience as these technical errors have caused confusion and have prevented me from taking advantage of the weekend deals to try and find another set of sunglasses on sale. I looked up iframes on product review and it seems like they are a repeat offender of this type of questionable practice and have made little to no attempt to rectify their sales practice. https://www.productreview.com.au/listings/iframes?rating=1
Excellent products and service!!!
Iframes have been fantastic to deal with from their competitive prices to the excellent brands they stock ( i love love love the Maui Jim range and have ordered from them x4 times this year alone) deliveries have been impeccable - most recently I ordered 14/10/19 and received 15/10/19. There was an occasion when i accidentally ordered the wrong style and contacted the support team whom responded quickly and were really easy to deal with while i could easily return and reorder the correct style i wanted and provided and efficient refund. the support team has been amazing the whole time. very happy and impressed with Iframes - thank you!!!
The customer service this company provides is absolutely horrid. I placed an order on the 15th of August and have yet to receive my order and or any updates. I have also sent 3 separate emails to the “support” group and have only received 1 response which didn’t resolve my questions or concerns. I have also been unable to get a live person on the phone. My next email will be asking for a refund. I will never do business with this company again. The sad part is I have purchased 3 pairs of Maui Jim’s from them in the past and was planning on purchasing 2 more. Will take my business elsewhere...
Amazing service & prices!!
Places order on 24/7/19 and received glasses 26/7/19!!
The glasses I purchased were listed on catch.com.au at a supposed reduced price of $189, however with the 35% discount offered on all glasses on iframes, I manages to pick them up for $129!! Such a bargain for authentic ray bans.
Mind blowing discount and excellent customer service
Was very doubtful they will dispatch my order, given the 40% discount. Chatted with their support who was very helpful and my frames arrived on time securely packed. Loving them, thanks Iframes.
Delivery well outside stated time frame and very poor communication
The glasses I ordered took 6 weeks to arrive, well outside the stated timeframe. Trying to follow up with the company to find out where my glasses were was extremely difficult and their communication was poor and rude. I would not use again and could not recommend.
Maui Jim excuses/delays/refund
I ordered a pair of Maui Jim Monsteraleaf on 16/02/2019 hoping to get them for my overseas trip by May - so it wasn't in stock, i had to wait 9-20 days business days (does not include Public or weekends) ok fine. Day 15 08/03/2019 i was informed that there is an ongoing delay with order and expect a 3 week delay. I replied advising to ensure my order is in the next shipment otherwise i may request refund via PayPal as payment was upfront & holding onto my funds for a month. Email rec'd on 20/03/2019 more delays and needed to wait another 30 business days. I was done, requested full refund which was received, i wasn't waiting until 24 April which is over 2months for a pair of sunnies. To their credit there was communication.
Too good to be true
I ordered sunglasses that were incorrectly labelled as "In stock". I then had to contact iframes to find out the glasses would take 9-20 business days to arrive. Two days before the end of the 20 business day period I requested an update and was told after a few hours it "could" be an additional 7 to 9 days. Also, their online chat only seems to be available for a couple of hours each day and they never answer a phone call. While I understand it is not unusual for items to be out of stock, looking at the website it appears iframes' business mod...el relies on not having stock. The problem is, it became very clear through my experience that there is also no structure or transparency around their procurement practices to enable them to pass on accurate updates and time frames. The order was cancelled. I've also noticed the glasses I bought at a fairly standard price (for which I used a 40% discount code) have since been inflated to $699 on iframes - double the next most expensive price offered by other retailers of $350. It appears iframes are falsifying/misrepresenting their discounts by using promo codes to bring prices down to standard RRP. In my case, there was probably an error by iframes in failing to inflate the advertised price before I used the discount code, so there was probably never any intention to fulfil the order. It's probably advisable to do your research because they don't appear to be offering real discounts.
Excellent price, quick postage
I purchased a pair of Maui Jims from the iframes website Thursday and they were delivered to my door on the Monday. Quick postage, good price when comparing to retail, will definitely use again.
Questions & Answers
I am wanting to order a pair of Maui Jim OLA MATT BLACK 764-02....do you have any in stock?
I live in Perth West Australia, so what would be your delivery time?
Thank you for your enquiry.
We can confirm that model Maui Ola 764-02M (Matte Black frame and Neutral Grey Polarised lens) is currently available in stock. We would also like to inform you that delivery time estimated for Perth is up to 2 business days from the date of dispatch.
What is the cost for delivery to mebourne 3038 and will I receive glasses before Christmas?
Thank you for your message.
We offer free delivery worldwide and if the frames are available in stock then you should receive the frames within 2 business days.
Hi there, Do you hold the Maui Jims Ohia (R703 - 02S) in stock at the moment?
I am located in Sydney, Australia and was wondering how long it would take to get these sent to me?
Lastly, what is your return policy please?
Thank you for your help.
Thank you for your message.
We can confirm that model Maui Ohia R703-02S is currently not in stock and estimated delivery time is up to 9-20 business days.
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