Complaints

This profile includes complaints for UseMyFrame.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UseMyFrame.com

  104 E 3rd St Rock Falls, IL 61071-1287

• 

  UseMyFrame.com

  104 E 3rd St Rock Falls, IL 61071-1287

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:01/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  In mid-December 2014, I paid this company $160.89 for replacement lenses for ******* Meta Headliner glasses. The lenses were to be prescription (prescription supplied), progressive and transition, according to the order and the receipt sent. I received a set of lenses on 1/4 (Order #****). The lenses received were transition only, with no prescription or progressive bifocal treatments applied. I tried in vain several times to contact the company to no avail.I have not been able to get in touch with anyone on my problems with a previous order as well.

  Business Response

  Date: 02/21/2025

  Dear Customer Relations Team,
  I am writing in response to the complaint filed by Mr. ******** ******* regarding Order #****. After reviewing our records and email correspondence with Mr. ******** I would like to provide the following clarification:
  1. Order & Resolution Details:
  Mr. ******* initially placed an order for replacement lenses for ******* Meta Headliner glasses in December 2024.
  His original order included polarized lenses, not Transitions, which was an ordering oversight that he later acknowledged in email correspondence (see attached).
  We offered him a 50% discount on a remake with the correct lenses as a goodwill gesture, even though custom lenses are typically non-returnable.
  After receiving the second order, Mr. ******* reached out, stating that the progressive feature was missing.
  We promptly re-made the lenses at no additional charge to correct this issue.
  2. Customer Acknowledgment & Complaint Resolution:
  In an email dated January 23, 2025, Mr. ******* confirmed that he had received the corrected lenses and was satisfied with the resolution.
  He further stated:
  After two months, I finally have the setup that I need. I appreciate you trying to make things right and will amend my complaint to reflect the same if the opportunity presents
  Additionally, he inquired about purchasing another pair of lenses for his grandson, reinforcing that he was satisfied with our service and willing to continue doing business with us.
  3. Clarification Regarding Communication Issues:
  We did attempt to reach out to Mr. ******* to address his concerns, but there was a delay in response due to a drafted but unsent email (acknowledged in our email to him).
  Once communication resumed, we promptly worked to resolve his issue.
  4. Proposed Resolution & Request for Case ***************************** confirmed that he now has the correct lenses and is satisfied with the resolution, I kindly request that this case be marked as resolved or withdrawn from public records, as the issue has been addressed.
  If any further clarification is required, I am happy to provide supporting documentation, including order receipts and email correspondence.
  Blessings,
  
  **** F. **** II, ABO-AC

  Customer Answer

  Date: 02/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed an order and paid $202.30 for 2 pairs of lenses for 2 different pairs of glasses. I paid for them on 9/24/24. I sent in one frame on 9/27/24 and received it back about 2 weeks later and it was the wrong prescription so I sent them back on 10/17/24. The first rx was wrong so when I sent the 2nd pair back, I specifically printed the prescription on paper and wrote out to use the prescription on paper but when I got them back they were wrong again. So I called back and spoke to **** **** (owner of UseMyFrame *** and he sent me a prepaid shipping label and had me send them back again and I did on 11/1/24 but when I got them at the end of November they were wrong again!!!! This is the 3rd wrong returned lenses. When I returned from Thanksgiving vacation I messaged the company on Dec 4th to let them know my lenses are wrong yet again and I did not want to have to return them a 4th time and asked what my options were. NO RESPONSE. I lost that conversation when I closed the chat window. I messaged again on 12/8/24 telling them my lenses were wrong 3 times and I did not want to send them back again 4th time and requested a refund. No response. Then I messaged again on 12/10/24 informing them that since I have not received a response that I will proceed with filing a complaint with the BBB. No response so now I'm here filing a complaint. I sent in 1 frame 3 times and all 3 times the lenses were not the right prescription. I never got around to sending in my 2nd pair of glasses. So I'm now down to one pair of my original glasses and I can't even use the glasses I sent in because the rx is wrong. So I'm out $202.30 including the cost to ship the glasses back and forth. I just want a refund for what I paid for the 2 pairs of lenses.

  Business Response

  Date: 12/25/2024

  Dear BBB and Ms. ***************** appreciate the opportunity to address Ms. *********** concerns regarding her order. At UseMyFrame.com, we are committed to providing quality service and customer satisfaction. While we regret that Ms. *********** experience did not meet her expectations, we would like to clarify the details of her order and our efforts to resolve her concerns.
  Timeline of Events and Actions Taken
  Initial Order and Prescription ************************* placed an order on 9/24/2024 for two pairs of lenses for two different pairs of glasses. She provided one frame and a prescription, which we used to manufacture the first pair of lenses. After receiving them, Ms. ********** informed us that her optometrist had updated her prescription.
  To accommodate her new prescription, we remade the lenses entirely free of charge and provided a prepaid return shipping label to facilitate the exchange.
  Second Prescription Submission and Lens Adjustments
  Following receipt of the remade lenses, Ms. ********** expressed dissatisfaction with the magnification height and requested another adjustment to match her older lenses. These lenses were executive bifocals, a design that differs from standard lenses unless specifically ordered. Despite the complexities involved, we remade her lenses a second time, again at no additional charge.
  Ongoing ********************************** later reported dissatisfaction with the third set of lenses. Although the lenses were manufactured precisely to the prescription provided each time, her requests for changes in magnification height and prescription adjustments added challenges to what would otherwise be a straightforward process.
  Regarding her claim of unresponsiveness, we provided consistent communication throughout, including the issuance of return labels and updates on her lenses. However, we acknowledge that technical issues, such as closed chat windows, may have caused interruptions.
  Refund ************************** has requested a refund for her order. While we have done our utmost to fulfill her requests, including multiple remakes and absorbing associated costs, the lenses are custom-made and cannot be reused or resold. As such, our standard policy does not allow refunds for custom orders.
  
  Resolution Offer
  In light of Ms. *********** dissatisfaction and our desire to reach a fair resolution, we are willing to provide a refund for her order, less a 25% restocking fee upon the return of her lenses (we'll provide a return label free of charge). The restocking fee accounts for the cost of materials and labor, as the lenses were custom-made specifically for her prescription and specifications.
  The total refund would amount to $151.73, which reflects the original payment of $202.30 minus the 25% restocking fee.
  Ms. **********, we regret that this situation did not meet your expectations. Should you wish to accept this resolution, please confirm, and we will process the refund promptly. If you have any further questions or concerns, please do not hesitate to reach

  Customer Answer

  Date: 01/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fair to me although I reached out to **** in regards to sending me back my original lenses and I have not received a response. It seems only fair to have mine back as I'm left with no lenses but if he chooses not then I suppose I  will have to accept this offer.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:08/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  1- Placed online order for installing prescription lenses in my eyeglass frames on 14MAY2024. (Merchant order # was 7782)2-Sent in the frames for new (prescription) lenses installation. (Frame were shipped to UseMyFrames.com via ***** tracking # ****503699300687483720)3- Requested update on order on 12JUN2024 4- Received my glasses on 21JUN2024 but they had the incorrect prescription lenses so informed the merchant immediately.5- Merchant sent me a return label (RMA ******- **** tracking # **** 5111 0550 1858 6733 41) Glasses were sent back the same day and were delivered to merchant on 25JUN2024.6- Starting 20JUL2024 [after not receiving any updates], I Sent several messages, left voice mails but merchant never responded.7- On 7AUG2024, I informed the merchant via email that I am filing a complaint with BBB. 8- On 07AUG2024, ******** responded via email that they will look into it and get back to me ASAP.9- As of 09AUG2024, I have not received any further responses from the merchant.Please advise

  Business Response

  Date: 08/16/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced.
  
  Regarding your prescription lenses, I want to confirm that they were made accurately according to the prescription provided. When you expressed dissatisfaction with the thickness of the lenses, we would have been happy to discuss alternative materials, such as high-index lenses, which could have resulted in a thinner profile. However, you opted for an immediate refund without engaging in this discussion.
  
  Understanding your preference, we issued a full refund and promptly returned your glasses. The return shipment tracking number is 1ZR9X6610396416330, which you can use to track the status of your return.
  
  We apologize for any delays in communication and any frustration this may have caused. We are currently reviewing our processes to ensure more timely responses in the future.
  
  We hope this resolves your concerns, and we are here to assist you further if needed. Your satisfaction is important to us, and we would be happy to address any remaining issues.
  
  Thank you for your understanding.
  
  Sincerely,
  
  ***********************  
  Owner, UseMyFrame.com  
  

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/06/2023

  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 sent a pair of frames to this company for lenses. They sent the finished frames back to me at a wrong address in another state. They made me wait two months while they argues with *** and made me deal with ***. They finally got the frames back and put te lenses in them. I got the glasses yesterday and can't see out of them. They put in the wrong RX. Now they want to wait until I return the lenses for a refund. I am sick of playing games with them. I am out almost $300 and just want a refund.

  Business Response

  Date: 04/13/2023

  Customer didn't update her new address in her account online and package was sent to her old address. We contacted *** and the package was returned to us; which we returned to the customer via express delivery. Customer insisted on a refund after glasses were received, and we assured her that we would refund her full amount once lenses were returned. We received the lenses back on April 12 and gave a full refund the same day.

  We expressed our sincerest apologies to for the inconvenience, but customer was unwilling to work with us moving forward.