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Review 3/17/2010
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When I first found visionspecialists.org I was so excited because I can't find Coach eyeglass frames anywhere in my area. I ordered my first pair Jan 21, 2010- it's now March 17, 2010 and I'm still trying to get my order straitened out.
I ordered Coach Gianna frames first and was told that they would ship in 2-3 days. I was charged right away and did not hear anything about my frames for over a week. I tried to call and email the company with no response. I was then sent a tracking number for FedEx and tried to track my frames assuming they had shipped. The tracking number did not work. I tried to log on to the visionspecialists.org website and they had no order history under my name. As soon as I tried to dispute the claim through my credit card company I recieved my glasses in the mail through usps not fedex.
The frames were too small so I followed the exchange process from the website. I sent the original frames back at my expense with the description of my new order.
That was the beginning of February. The new order I sent was for
Coach Marlie
Tortoise number 215.
Size 49-16-130
About a week later I got an email saying my order had shipped and they would send me a tracking number the next day. I did not get my tracking number until 4 days after I recieved my frames...2 1/2 weeks later.
Visionspecialist.org sent me-
Coach Paulina
Crystal Blush
47-16-135
Everything about the order is wrong. I returned the orginal frames because they were too small and they sent me frames that were the exact same size. I have emailed visionspecialists.org at least 8 times now and have only gotten a response when I told them I contacted the BBB but was told they sent me exactly what I ordered. As you can see this was not even close to what I ordered. I also called the company several times with no response and now when I call the number has been disconnected. The last email I had gotten from the company said I can return the frames for a refund but even when I do this I will be out $20 for all the return shipping fees and nothing to show from it.
Knowing what I know now I would never have ordered from this website. But I would have never known because they only post compliments on their website. After going to the BBB website I see there have been other unresolved complaints against this company.
I have worked as a retail manager for 5 years. Customers yell at me all day and I put a smile on even when I know they are wrong and fix the problem because if you fix it the customer will come back. If you don't fix the problem they will tell 10 people about their bad experience. That is the general rule of customer service.
Just an update. It's now June 5 and I just recieved vision specialists rebuttal through the BBB. This is what they said, "customer made a purchase from our site and sent back 3 times and exchanged 3 times. They could not decide what color and size they wanted. At the end they asked for refund and got full refund."
I truly believe that this company does not know who sent the complaint so they made up a response based on the complaint. I bought glasses that were too big, exchanged them for what I thought was going to be the same shape and color just a different size but recieved pink kids frames. So I returned them for a refund of the frames and my shipping expenses (which cost me $30 and I only asked for $9 back) as promised by visionspecialists.org via email.
Anyway, where did they get 3 exchanges from? I don't know!
Also, I never recieved myrefund from visionspecialists.org. After sending numerous emails, I disputed the charge with my credit card company. So I was credited the $138.05 for the frames but have yet to see my shipping charges.
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