Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of Cartier frames, back in October 2022 with ******** (who is extremely professional) I had a family death which caused a delay for me to pay the frames off, I finally paid the frames off on 12/16/22 the total for the purchase *******, I then received a message from *** stating that the frames had been picked up by Fed Ex, and she gave me a confirmation number, I was suppose to receive the frames on 12/20/22. I never received them which prompted me to call Salles, I spoke with *** and explained that I never received my frames, she looked up the confirmation number and then stated they may be lost, she would contact Fed EX and call me back, she called me back to confirm that they had been lost, and she could order me another pair, which would take an additional four weeks, I asked her to cancel the order and refund me the money that I had paid, *** stated that Salles does not do refunds but since this was an error on there behalf she would speak with someone and contact me back. On 12/22 at 6pm I received a call from ********************************* the store manager who states they will refund me the money back once Fed Ex, pays the claim, I asked him how is that fair to the customer? I have nothing to do with Fed Ex, ******* stated you people why would I refund you and then the frames are delivered to you and you get a free pair of glasses? Remind you that *** already stated the frames were lost and a claim had been started on 12/21. I personally feel as though I have been racially profiled and taken for $******* with no regret from ******* the store manager, or *******************. I work extremely hard for my money and should not have to wait to be refunded for something so negligent by Fed Ex, ******* also stated why dont you call Fed ex to see where they are, why is that my job? I asked him, this is what your policy is, I followed the policy that was put in place and it failed, on Salles end. I paid Salles and should be refunded by them, with no exception.

  Business Response

  Date: 01/03/2023

  Unfortunately, this patient's eyewear was lost by Fed Ex. They request **** days to declare it truly lost and our hands are tied until they make that determination. The patient was notified every step of the way. She wanted a refund, but we are unable to do until FED EX truly declares it missing. At that point she has the option of having us restart her glasses or getting refunded. We anticipate this being resolved this week. The patient seems much calmer now that she initially was at the beginning when she was extremely angry and verbally abusive to the staff. We hope to have her taken care of this week.