ADS Sports EyewearReviews of adseyewear.com

Response from ADS Sports EyewearAug 14, 2017

This review comes as a bit of a surprise. There was never any indication that this order was a rush until a week after it had been in production. The order was finished in exactly the amount of time we said it would be. This customer was actually leaning on a sign that read “We cannot accept orders that are contingent upon a delivery date” as she demanded a refund for an order that had been in production for less than 9 days after being given an estimate of 7 – 10 business days. But my response to the most obvious misstatement here is that WE WOULD NEVER DELIBERATELY HANG UP ON A CUSTOMER. We have a priority procedure for US Military personnel on their way to a deployment. This well-tested system has worked phenomenally well 100% of the time. But this job was not submitted as a priority because we were not aware of any deadline. As soon as we knew these were a priority, both sets of prescription lenses were surfaced within 24 hours. It takes another 24 hours for the coatings and hardeners to dry. This customer refused to wait for this last 24 hours. We made an exception to our refund policy as a courtesy to this military family. She did not respond in kind. The rest of this review is difficult to follow. She said every time she called we hung up on her. Our phone records show that in less than a week she spoke to 3 of our employees. Then she states that we told her this takes 7 – 10 business days. That is correct, but she demanded a refund before the 10th day. I have to assume the reason she believes we hung up on her is the unusual delay in the phone she is using. We have several phone lines, so we get an absurd amount of calls from call-centers. These calls often start with a delay while the next available person picks up the phone. So if we don’t hear anything for a full 5 seconds, we hang up. We understand that military families face an excessive amount of stress. But this job was completed exactly when we said it would be; we took a total loss of several hundred dollars; and we waived our refund policy to promptly issue a 100% refund. Had we known the recipient of these glasses was being deployed within a few days, the lenses would have been moved to the front of the line and prioritized at every step along the way. But without being told, we have no way of knowing these were a priority. Dave DuMais ADS Sports Eyewear Owner / Optician

Response from ADS Sports EyewearMay 15, 2017

We went out of our way time after time to help this person. Every time we solved one problem, he created two more. He ordered a prescription insert for a ski goggle. We told him we cannot guaranty a delivery date, but we would try to get our lab to ship the insert directly to him in NY. This is not something the lab is accustomed to doing, and they shipped it to us with all our other lenses. So this customer spent hours on the phone calling everyone here an incompetent liar. Then all flights into NY were put on hold for a few days due to a snow storm. Somehow this was also our fault. When the insert got to NY, he had just left for Colorado. So we paid to redirect the package to where he was staying in Colorado. Two days later he called from CO and said he was heading back to NY. The insert was at a post office down the street where he could have picked it up, since he said he was leaving we redirected it back to NY. He called the next day and said he was actually in CO for a few more days, so we redirected it back to CO. Once again, by the time it was ready to be picked up, he said his trip was over. So we redirected it back to NY. We didn’t charge this customer for any of the redirects that he insisted on. I assume this is what he is referring to when he says I complained about shipping cost. While I understand the frustration of ordering something for a ski trip and not having it in time, we are very clear about what we can or cannot do. This customer was told “We cannot accept an order contingent upon a delivery date”. We cannot control the weather, and we cannot control USPS or UPS delivery performance. If the northeast would not have been socked in for a few days under a blizzard, he would have received this insert in plenty of time. But sometimes, these things happen. That’s why we will not start these last-minute jobs unless the customer is willing to assume the risk of not receiving the lenses on time. It seems unnecessary to address every silly statement made in this review, but I don’t want to ignore any of these serious accusations either. I told this customer that we had the ability to selectively record phone calls. First he told me I had his authorization to record his calls, then he said he was turning me in to the FBI and CIA for felonious listening. He emailed copies of the law to me. (No calls were recorder without his consent.) This customer purchased a Shamir Autograph III free-form lens design in a Trivex lens material. The total cost of this lens in the Smith Ocular Docking System was $232.00. That lens alone has a list price of $500.00. If he can purchase that lens in his local market, or anywhere else for less, he should have. My apologies for the long-winded response. The summary is: We do our best to accommodate every customer we have. Obviously, we cannot make everyone happy. We know that dissatisfied customers will always be eager to share their opinion. We sincerely appreciate the fact that 95% of our reviews are from happy customers who took the time to share something positive. Dave DuMais Owner/Optician ADS Sports Eyewear

Response from ADS Sports EyewearMay 24, 2016

This doesn’t reflect how we remember this transaction. While we rushed this job to the front of the line to make sure that this insert was available for Mr. Adler’s ski trip, it was returned the first time because he said the prescription was wrong. We sent a return label and had the prescription verified. It tested out to be exactly as ordered. Then we were told it did not fit in the goggle. It fit perfectly in our Oakley goggle, and when we received Mr. Adler’s goggle, it fit the same way. Note: These inserts are not designed to “seal” anywhere. They are designed to be held in place by spring pressure. I’m not sure what why Mr. Alder would think we lied to his credit card company. The first chargeback we received on this order stated that this charge was “Fraud”. After we proved that Mr. Alder received this insert, he reversed the charges again saying he did not like the insert. We replied “The insert has not been returned, therefore no refund is due”. When Mr. Alder finally returned the insert, he received a full refund. This was in spite of the fact that he was well past the 30 day limit for returns. In summary: These lenses tested out to be the same as the prescription we received; the insert fit just fine when it left our office; every statement made to Mr. Adler’s credit card processor was 100% accurate; and he received a full refund. We sincerely regret that he is not happy with this insert. Fortunately, the other 99% of our customers who wear this goggle, including me, are much more impressed with set up. Dave DuMais Owner/Optician ADS Sports Eyewear

Response from ADS Sports EyewearDec 26, 2015

Mr. Barnett, I hope missing one letter in your last name didn’t really contribute to bringing our year-long streak of stellar reviews to an end. The shipment you received is exactly what we intended to send you. Whenever someone orders progressive lenses we send a sample pair to you with instructions on how to take the picture we need. We then use Photoshop and the known height of the lens to calculate the height of your eye in this lens. It is always important to place the progressive reading part of the lens at the correct height. In motorcycle glasses like you ordered, this is also a serious safety issue. We place this reading corridor in motorcycle glasses slightly lower than we would in everyday eyewear. This provides the most unobstructed view of the road while still allowing you to see your gauges. As I stated in my email before you wrote this review, the reason we sent you a pair of glasses with one lens removed is so we can see exactly where your pupil is when you’re wearing these glasses. The Seg Ht of 18mm that you emailed to us appears to be for a different pair of glasses with a different size lens. If you would like us to continue with your order, please send a picture of you wearing the glasses that we shipped to you. If you have changed your mind, we will happily refund your money. Just let me know how we should proceed. I know it would cost us less if we did not to ship these to you and just guessed or used an average of where the height of this progressive corridor should be. But I ride a bike, and I wear progressive lenses. I know firsthand why this level of meticulous detail is absolutely essential. I invite you to take a second look at the criteria you used to give us the worst review we have received in the previous 12 months. Dave DuMais Owner/Optician ADS Sports Eyewear