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:09/25/2024

  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.

  We are sorry in the course of lensing your frame it broke. If you would reply with a receipt for the frames we can look at a replacement. Again our apologies.
  
  
  Thanks!
  ****** We can offer you a replacement frame if you'd like, without a receipt we would let you select a frame at a value of $250 to replace it. Can you locate a frame on line and we would try to purchase it for you and have it sent to us. If you can send us a link to a frame that would work that would be great.
  
  Thanks!
  ****** Hello, thank you for your prompt response. Please allow me some time to look around. I realize things happen and I’ve done frames with you guys in the past for both my wife and myself, I have always been completely satisfied. I am currently looking for a pair of authentic ******* frames within the price range you have given me. I’m looking at ****, **** and other sites.
  
  Thank you
  *** ******z
  Sent from my ****** We are sorry if you do find one on **** we can not purchase them for you. You would have to do that. Then we would refund what we can and use coupon code for the balance.
  
  Thanks!
  ****** Just confirming you want us to refund the lens order and issue a coupon code in the amount of $250 for another order. Is that correct?
  
  Thanks!
  ****** No that is not correct. I don’t want a coupon. I want US dollars I can use to buy another pair of *******.
  I also want you to send me back the frames you broke.
  
  Thank you
  NOW I GET NO RESPONSE, I want funds to buy a new pair of authentic ******* frames, I don’t want a coupon. My frames were worth more than 250. However I wanted to settle this amicably. I ALSO WANT MY FRAMES THEY BROKE BACK. I have pictures of my frames. They are ******* platinum coated aviators.
  I’m asking the BBB TO please help me resolve this issue.

  

  Business Response

  Date: 10/21/2024

  We refunded this customers entire order, and offered them $250 for a frame if we could find one online and relens it at no charge.  We are unable to verify the authenticity of his "*******" frames.  In comparing these to known real/purchased directly from the supplier frames they do not appear to be legitimate.   Additionally, we did send back his broken frames.  There are several options in this price range available on **** for $250 or under.  We are unable to refund more than what we charged to the person card through our payment provider.  We are unable to issue a check back.  I do not know what else we can do to make this customer happy.  We are open to other suggestions.

• Initial Complaint

  Date:12/07/2023

  Type:Customer Service 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.

  Date of transaction 11/3/23. Paid 70.05. Business resides in a Gov facility provide eye glass frames to retired solders. As a recourse side business, PDS company sells added features on the glasses. PDS was to take my prescription from the VA eye doctor and add sell me fancy frames. The prescription was no cost since I am retired veteran. Paid for Francy frames from this company. PDS sent my glasses to the wrong address. Twice I have contacted them about a re-order date; there is none. SOLVE THIS PROBLEM: EXPRESS order my glasses. These are reading glasses not fun ware.
  ACCOUNT#*****

  

  Business Response

  Date: 12/18/2023

  While this consumer may be a customer of our sister company, we're unfortunately unable to assist her with her order as we don't have access to this.  If she is a customer, she should contact customer service at *********** or by calling the local VA shop she purchased from.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair 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.

  Hello,
  I would like to file a complain against LensFactory 3807 Bishop Lane, Louisville KY 40218 for badly damaging my 2 Ray Ban USA Signet II frames.
  
  On January 10th 2023, I sent my 2 RayBan Signet II USA to LensFactory for glasses prescription lenses installed $149 each ($258 total) but sadly they damaged the frames was twisted and grinding thin, impossible to repair and also impossible to find or buy in today market, I bought my Rayban Signet II USA for $250 EACH very long ago and still have a receipt.
  
  I returned my frame to LensFactory to repair but the manager said "can't repair" due to badly damaged and agree to refund but here what the LensFactory manager said:
  " i can give you a refund of 250 for the order ******  and partial from another order ******. this is the best i can do."
  
  I agree (better then nothing) BUT the manager refund only $149 for ****** and $101 for ******.
  He supposed to refund $250 for order ****** and $101 for order ****** he said on email (above).
  
  I'm very sick of this kind of attitude, he said one thing and next day doing the opposite.
  Please help I really appreciated.
  Viet Ta

  

  Business Response

  Date: 06/28/2023

  Hello,
  I am sorry this customer had a poor experience with our company.  Order # ****** was for $149 ($149 refunded), and ****** was for $149 ($101 Refunded).  I believe there was a miscommunication on how this refund would occur.  Because we cannot refund more than the original order amount, we agreed to refund the entire amount on 117714, and the balance on ****** for a total of $250.  The request from the customer on this specific BBB complaint was to finish the job, which we have done.  Additionally, the customer placed a subsequent order (118014) and I assume is satisfied with the quality of the work done on this as we have not heard back from her.

  Please let me know what the customer expects we do to rectify this issue, and we will work to get the customer satisfied.

• Initial Complaint

  Date:12/27/2022

  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 sent LensFactory a vintage pair of frames valued at $600 to replace the lenses. They replaced the lenses and sent them back to me ***, but they were lost by ***. I filed a claim with receipt $592.79 for the frames with ***, but they paid LensFactory on Dec 12 for the frame instead of paying me. LensFactory did not refund the frame money to me. *** says they paid them. LensFactory says they will check with their accountant, but nothing is being done. I want my refund so that I can purchase new frames. This has gone on for a month. LensFactory seems unconcerned.

  

  Business Response

  Date: 12/27/2022

  Hello,

  We are very sorry that your glasses were lost by ***.  As discussed, we filed a claim with *** and have gotten *** to send us the check.  The check arrived to us on Friday 12/23.  As of this morning (Our first working day since the 23rd) we have issued you a check and it will be mailed out on our next check run day, to the address we have on file for you.

   

  Thanks,

   

  **** *******

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  
  They lied to *** about the value of the glasses so they were on my insured for 100. That is fraud on their part and they are responsible for paying me the other 500 I am due. 

  

  Business Response

  Date: 12/30/2022

  The value of the glasses have nothing to do with what *** has paid as part of their standard insurance of $100.00.  I am unsure what the customer expects the resolution to be at this point.  We have given 100% refund, as well as $100.00.  The customer has since sent an email stating they will be suing us.  We will not be replacing her glasses that were lost by *** (not LensFactory).  

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****

  Lensfactory didn't insure the package with *** for its actual value (frames plus lens). They lied to *** when they said the value was less than $100.  instead they took *** standard insurance to save costs.  That make them responsible for the difference between the value of the frames $598 and the *** standard $100.  I have not received anything, other than a refund for the lenses.
  
  
  
  Regards,
  
  
  
  ******* *****