FYTOOReviews of fytoo.com

Reply from FYTOOJul 13, 2024

Thanks for your feedback and we sincerely apologize for the long wait caused. Normally, orders are sent out within 24 hours for customers who are purchasing frames only. However, we received an email request from you wanting to cancel two of the frames, so it took some time to communicate via email to confirm the order information. This is the reason for the order delay. Our agent has contacted you via email to help you out. Please kindly check your mailbox or spam folder. We are looking forward to your reply!

Reply from FYTOOJul 13, 2024

Thanks for your feedback and we are sorry for the misunderstanding caused! We offer a 30-day warranty for the customers. After receiving the glasses, if there are some quality issues, we will take responsibility and offer the best solution, But if the return is raised by subjective factors such as not liking or not being satisfied. The return shipping will be at the customer's expense. The frames on our website support virtual try-on functions. You could go to the frame's details page to find the try-on function entrance. After uploading your picture, you will be able to see what the frame looks like on you in advance. Because the try-on function doesn't show the actual size effect, to find the frames that suit you most, you could have a look at the dimensions of the frame, which are listed on the frame's details page, before ordering your glasses. We're sorry we didn't fiund the email record of you contacted us before. To better help you solve the problem, our agent has contacted yu via email with a proper solution. Please kindly check your mailbox or spam folder. We are looking forward to your reply!

Reply from FYTOOJul 9, 2024

We're sorry for the long wait and the misunderstanding caused. We didn't receive your request about changing your glasses based on our communication records. If there's any problem with your order, please contact us in time after receiving it. Your order was shipped from our warehouse within 24 hours after you placed the order. We've tried our best to have your order shipped in the shortest possible time. But we're sorry that after your parcel is sent out, we have no control over the delivery of your parcel by the logistics company. Customs inspections are random. Therefore, unfortunately, we do not have the ability to avoid or shorten the duration of these inspections. However, our team always keeps following up on the status of the orders to make sure they can be delivered successfully. If you would like to receive the glasses in a shorter time, we suggest you can choose Business Express as the shipping method for your order, which will be one week faster than standard shipping. To better help you, our agent has sent you an email for further information. Please kindly check our email in your mailbox or spam folder. Thank you for your understanding.

Reply from FYTOOJul 6, 2024

We're sorry for any inconvenience caused. We're sorry that we couldn't found your recent order information. Could you please let us know your order detail information so that we could better help you? Meanehile, if you have any questions about your order after receiving it, please contact us in the first place. We will help you with this. To better address your issue, our agent has emailed you. Please kindly check your email or spalm folder. We're looking forward to your reply.

Reply from FYTOOJul 6, 2024

We sincerely apologize for the misunderstanding caused. Our product pictures are taken in kind. And each pair of glasses has to go through our strict quality inspections before being shipped out. We always have a friendly and positive attitude and want to provide the right solution to our customers. Therefore even if against our return policy, we also made an exception for you and offered you a partial refund. We sincerely hope you can leave us a positive review if you're satisfied with our service so we can better apply the offer for you. Based on the comment content and name, we're sorry that we didn't find your communication records in our system. If you have contacted our customer service center, please kindly offer us your email so that we can better help you. Your understanding would be greatly appreciated.

Reply from FYTOOJul 5, 2024

We appreciate your suggestion and will try to realize it in the future. We received your request about returning your glasses because you do not like the color of the frame. The pictures on our website are all taken from real items and we have confirmed the color of the frame you received is the same as the one shown on our website. As we explained in our email, we will process a replacement order or a refund for you after receiving the returned package. But we're sorry that if the return application is raised by subjective factors, the return shipping cost would be at your expense. Considering the shipping cost may be expensive, our team also tried offering you a big discount for your next purchase and you don't have to return the package. Unfortunately, we haven't received your decision about it. To better help you, our agent has sent you another email. Please kindly check our email in your mailbox or spam folder. Thank you for your understanding and cooperation. :)

Reply from FYTOOJul 4, 2024

We apologize for your unpleasant shopping experience. We didn't find your communication records in our system. If you have contacted our customer service center, please kindly offer us your email so that we can better help you. Because glasses belong to a kind of special product, we have to customize the lenses based on the customer's prescription and order information to ensure a comfortable wearing experience, especially when progressive glasses are ordered. This is a crucial part of glasses processing and cannot be canceled. We understand your feelings during the waiting time. If you would like to know the status of your order at any time, you can contact us and we will help you with that. Of course, we will try to shorten the customization time in the future. As we mentioned previously, we didn't find your communication records so we're not able to know which of your requests our agent didn't understand. As for the comparison between us and Zenni, we know that we still have shortcomings to improve as an emerging eyewear brand. But we have also gained the support and love from our customers from all over the world, and we are confident to do better. If you need any further assistance, please don't hesitate to contact our customer service center. Thank you for your understanding.

Reply from FYTOOJul 3, 2024

Thank you for your feedback! Our agents will reply to customer's emails to help them solve the problem in the shortest possible time. We‘re sorry that we still haven't received your reply to our last email. Please check your spam folder if you didn't receive it. We will continue to improve our service and strive to do better. Again, we sincerely apologize for the unpleasant shopping experience and appreciate your understanding!