Reply from GlassesPros.comJul 27, 2021
Hi Patricia,
Thanks for getting back to us with your order details. We are sad to see that you were not completely happy with your shopping experience and we apologize for that.
From what we can see, your order was placed on June 18th, and on the same day, an email notification was sent to you about the unavailable colors. After not getting a response to that email, there was another email sent out on June 23rd to which we got the response. Your order went to processing immediately after we heard from you. Unfortunately, there were problems with getting the frames you picked since they are one of the popular ones and were not in stock. We special ordered them from the manufacturer where they were back-ordered. This is something over which we have no control and you were notified the same day. Since we couldn't procure the frame, a refund was requested from you and it was processed the same day.
After the eyeglasses come from the lab, they go through our quality checks where they are examined for any damages and are cleaned before they're shipped out. This is the first time we're hearing about a customer receiving a dirty product. Rest assured, it was never used -- we don't stock used items and all returned items are sent back to the manufacturer.
As far as the return for your glasses is concerned, it is clearly stated in our returns policy (https://www.glassespros.com/returns) that we refund 100% of the frame amount as long as they returned within 5 days of receiving with an RMA. However, prescription lenses are non-refundable unless there's a manufacturing defect since they are custom-made for every customer. They were made using the prescription provided by you while placing the order. If you could provide us with some documentation from the optician about the wrong prescription, we'd happily redo the lenses for you!
We are a small, family-owned business, and every customer matters to us. We want every customer to be happy and we take several steps to make sure they are satisfied after their purchase. We request you to get us the documentation from a clinic nearby so we know what the problem is with your prescription and can see what we can offer you. Without that, unfortunately, we can't offer a refund for lenses that were made right according to the prescription provided. Looking forward to hearing from you!
Sincerely,
GlassesPros Support
