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:06/09/2023

  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.

  We have made many attempts to contact Ash Chromics with no response. The glasses arrived damaged and their policy states to contact them to request a refund. Again, we have made numerous attempts to contact them with no response. I also called the number listed on BBB and an unknown man answered stating I have the wrong number. I truly need assistance with getting a hold of the company to request a refund. The glasses arrived damaged and unable to wear.

  Business Response

  Date: 06/20/2023

  **************** has reached out to us using several different email addresses not associated with his order. It is our company policy that all such correspondence be directly put to spam folders. We simply cannot answer every email from every email address. While we apologize to **************** for the lack of response to his emails, we question his use of several different email addresses in the first place.
  

  Now having plucked the emails from the spam folder we can respond to the allegations:

  The first correspondence we received from **************** is dated 6/8/2023.

  This is over two months out from ******************** purchase date of 4/5/2023.

  Our company policy is that we offer returns and exchanges on sunglasses within one month of purchase. From this point forward, we offer free warranty service to repair but not replace the glasses for up to one year.

  **************** reached out to us too late for a refund, and his complaint was that the glasses were not to his liking, not that they were non-functional. If the glasses were non-functional we would be more than happy to offer our warranty repair service, but this is not what **************** asked for. 

  In addition, someone associated with **************** also reached out to our parent company, Ashwin-Ushas Corporation. The person calling on behalf of **************** was clearly agitated and when told that this is not the correct number to call, would not listen to our representative at all. At that point, after having taken abuse from this person and been given no details about an order number or any actual proof of purchase, our representative hung up. We do not apologize for protecting our employees from the verbal abuse **************** and his associates.

  Quite frankly, we find this entire affair ridiculous and we encourage **************** and the BBB to take a look at our policies. The BBB should not be in the business of taking fraudulent claims.

  Customer Answer

  Date: 06/28/2023

  
  Complaint: 20166739
  
  I am rejecting this response because: Ash Chromics relay's that my order was placed on 4/5/2023 which was true, but I never received my actual order until 3 weeks later after emailing them several times for the status of my order. Further, their 30 day policy return period already expired which does not allow a consumer to receive their product timely and give someone the opportunity to check for product defects. In my case the the lenses were poorly glued onto the frames showing glue marks from the outside lenses. apparently I must have received someone else's return. It also would not matter how many emails were sent to AshChromics considering I never received any response from  them regardless. Maybe they should not have their emails go to Spam which is not a consumers fault.  

  The business model is an example of how they treat customers which is an unfair business act and the BBB should look into this company further. At this point my time and frustration is not worth getting my money back, but I would like to see this company improve its policy or stop selling to the public. 
  
  
  
  Regards,
  
  *******************