I just went through a similar situation with EBD and the only way I was able to get a response from customer service was through EBD's online chat system. I loved the first pair I ordered from EBD earlier this year but the lenses on the second and third pairs I ordered last month didn't feel right. After five days of trying to adjust to the new pairs I gave up and called EBD to arrange a return but, like you, I just kept getting forwarded to voice mail so I tried the Live Support link on their site and was "speaking" to a customer service representative within a few minutes. The return and full refund went smoothly after that. I made sure to ask during the conversation that I would be getting a full refund (minus shipping) since my initial attempts to contact them via phone and email were within the seven day return window. I think by the time I used Live Support and got the RMA it was cutting it very close. Despite the fact that my second order didn't work out I will still order from them again because the first pair which cost me a grand total of $18.77 is working out great and I wear them all the time. They aren't extravagant designer titanium frames with spring hinges or anything but for less than twenty bucks I'm very happy with them considering the last pair I got at Lenscrafters cost $300.
Heather On Dec 9, 7:14 am, Simon <[email protected]> wrote: > EyeBuyDirect's return policy is pretty good in that you can, at least > according to the website, return any order, for any reason; 100% > satisfaction guarenteed. However, where they getcha, or at least > where they are getting me, is that you have to arrange the return > within 7 days of receipt of your glasses. > > I received my recent purchase (my 2nd pair from them, love the 1st > pair) immediately opened the box, tried them on, and was disappointed > that something about the Rx is wrong. Same Rx as last glasses, but > with these I have to go nearly cross-eyed for things to focus > properly. Perhaps they messed up the PD? Or maybe I did? No matter, > 100% satisfaction gaurenteed, right? > > After trying them on and discovering the Rx problem, I immediately put > them back in the box, and decided to return them, get a new eye exam > done, this time with a doctor measured PD, and then re-order them in a > few weeks. For whatever reason, I didn't think to call them until day > 6 of the return period. When I called their phone system told me they > were busy, and forced me to leave a voicemail (I'd much rather wait on > hold, thank you). I left a voicemail, speaking my name, phone number > and order number very clearly. At the end of the following day (day 7 > of the return period) I had still not received my call back. > > I sent an email to [email protected] stating that I had called, > my call had not been returned, and I need to arrange a return ASAP. > Again no response. Today is the morning of day 8. Any hope of a > successful return is fading fast. So I turn to you fellow > GlassyEyes.com readers for help. Does anyone have any idea how to > actually get these people on the phone? Or is there perhaps an RMA > page on their website I'm just not seeing? > > I do like spending $60 on a pair of glasses rather than $200-$300 at, > say, LensCrafters, however, the time I exchanged a pair of glasses at > LensCrafters, I had nowhere near this much trouble. > > Thanks for any help! > > Simon -- Check us out at the oft-updated http://glassyeyes.blogspot.com! You received this message because you are subscribed to the Google Groups "GlassyEyes" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/glassyeyes?hl=en
