ADS Sports EyewearReviews of adseyewear.com

Response from ADS Sports EyewearSep 2, 2015

Gregory, We hate to hear that you’re still unhappy. As you know, your order was held up while we waited for you to respond to our requests for more accurate information. The initial Pupilary Distance (distance between eyes) that you provided was “Infinity”. Then we were given measurements that were out of balance to the right. When the information was resent it was out of balance to the left. A PD Measurement for reading is generally 1.5mm smaller in each eye than when you focus at a distance. The difference in the numbers you sent were about double the expected values. Although you continued to insist that we had all the information we needed, it would have been irresponsible to use measurements that were clearly suspect. Our method of sending a picture to confirm this measurement is extremely accurate, and it just takes a minute to do. Had we received this picture when we requested it there would have been absolutely no delay in this order. We will continue to do everything we can to earn a 5-Star rating on every order we fill. In this case, the only response that was acceptable to our customer was totally inconsistent with responsible business practices. We are meticulously accurate. Most customers expect and appreciate this, and we will not lower our standards as a result of this review. Going forward we will continue to require accurate measurements for all prescription eyewear. Dave DuMais Owner ADS Sports Eyewear

Response from ADS Sports EyewearAug 17, 2015

We do our best to earn a 5-Star review on every sale, so this is still a work in progress. This is certainly easy to fix. I see we are waiting on a picture of these glasses on your face to determine if this can be resolved with simple adjustment, or if you need a completely different goggle. Before we would remake your lenses in a different goggle I would request that you take advantage of our Try Before You Buy program. We will send you as many goggles as you like to try on. Then when you make a selection you will be 100% certain that these are your best option. The Torque II Goggle that you received generally gets much better reviews. I have put several of my close friends in this goggle, and they all love it. If you do a YouTube search for “Gordon Sellers, Torque II” you will see Gordon wearing these on a wing suit jump at speeds over 100mph. He was so impressed with these goggles that he contacted Liberty and included their logo in his video. Naturally, proper fit is a major factor in how satisfied people are with this product. As soon as this issue is resolved to your satisfaction we invite you to take another look at this review. Dave DuMais ADS Sports Eyewear Owner/Optician

Response from ADS Sports EyewearJul 27, 2015

Sean, that’s correct. When we sent Our non-Rx tryout glasses we did require a signature. When we shipped Your prescription glasses we followed your instructions and required a signature as you requested. After your free-form lenses were surfaced they were tested for accuracy, as every pair of free-form lenses is. If the lenses are not within 1/100th of a diopter they are remade. (The tolerance for standard surfacing is 1/12th of a diopter.) Our lab report shows that your lenses are perfect. But it seems pretty clear that you are not going to be happy. If you’d like to return these glasses we will provide a full refund. ========================================== Response to Original Review: Sean, we do our best to have every shipment delivered as quickly as possible. Your shipment was no exception. The SR-91 lenses that you ordered were made by Kaenon in the Kaenon lab. These are very impressive lenses, but they do take a bit longer to produce. When we sell brand-specific lenses like Kaenon or Oakley the lenses are made by those companies and we have no control over how long this process takes. Your order was transmitted directly to their lab the instant you approved it, and we shipped the glasses to you via 2-Day air the same day we received them from Kaenon. When you placed your order you selected “Require signature for delivery”. This is a checkbox on our checkout form. This information was emailed to you on your Sales Confirmation, and again on the Shipment Confirmation. If you did not want this requirement we would have been happy to change this for you if we were notified any time before UPS picked up this box at the end of the work day. It is unusual for UPS to require that you show up in person to pickup this package. This only happens when UPS has had multiple packages reported stolen in a given neighborhood, or at a specific address. This decision is sometimes dictated by UPS, and sometimes left to the driver’s discretion. But we cannot control the actions of the UPS driver. I believe you will love these glasses once you finally receive them. It seems your “horrible experience” is based on your interaction with UPS, not ADS Sports Eyewear. We do our best every day to earn a 5-Star rating on every order we fill. I hope you can separate your experience with UPS from the service you received from ADS Sports Eyewear and reconsider this 1-Star review. Dave DuMais Owner / Optician ADS Sports Eyewear

Response from ADS Sports EyewearApr 29, 2015

We had actually agreed to replace the lenses in Mr. Mahmoud’s frame, and we sent him a return shipping label so we could take care of this. We had notified him that the shelf bevel he did not like in the lens is a function of the varying thickness in a prescription lens. We also let him know that this shelf bevel will be in any semi-rimless prescription lens he orders, regardless of who makes it. We agreed to remake the lenses because there was a very tiny inconsistency in this bevel on the nasal edge. But then Mr. Mahmoud also complained about the coatings “peeling off the lens”. This is not possible with the coatings we use. When we received the lenses we found that the coatings were perfect, but there was a small scratch right in front of where the left eye would be. As you can see from many of our other reviews, we routinely replace scratched lenses at no charge. (There’s a $35 processing fee.) Not because we have to, just because we want to take care of our customers. Had Mr. Mahmoud told us he scratched his lens, instead of telling us how inferior our product was, we would have extended the same courtesy to him. But his approach was to assume we were the enemy and exaggerate or fabricate absurd problems. I choose to give Mr. Mahmoud a full refund and walk away from this sale as soon as it was clear that he would choose to be deceptive even when the truth was a better option. Mr. Mahmoud had sent emails threatening to write bad reviews even before I had an opportunity to see his glasses. I understand how much effort is required to recover from the damage done by a review like this, but as a business owner I believe I'm obligated to isolate my employees from antagonistic people who believe this should be an adversarial relationship. I believe we have an awesome team of employees capable of doing whatever it takes to earn the 4 and 5 Star ratings that we receive from 97% of customers who choose to review us. This is the only defense we have against customers like Mr. Mahmoud. Dave DuMais ADS Sports Eyewear Owner / Optician

Response from ADS Sports EyewearMar 4, 2015

We don’t believe that anyone can produce or deliver prescription ski goggles faster than we can. Unfortunately Mr. Pakman’s order took longer than normal. This order was placed by phone after hours with me. I’m the owner, so I assume this incompetency rant is directed at me specifically. I spelled this last name “Packman” instead of “Pakman”. Both versions are equally common. His email address contains his last name, therefore this was also entered in error. The phone number we had on file is the same one Mr. Pakman called us from. I’m not sure why he believes this was in error. You will find the phrase “We will not accept an order contingent upon a delivery date” written all over our web site. It also appears on the order confirmation page, and every person in our office makes this as clear as possible when we’re on the phone. I made this same statement to Mr. Pakman, but I qualified it with “I don’t believe this should be a problem”. This order was delayed a few days while we waited for a response that was delayed by the errant email address. Although all our documentation states that we will not provide a refund based on the delivery date, I offered Mr. Pakman a full refund for both his goggles and the prescription lenses that we made. But so far he has gone out of his way not to return these goggles. These were sent with a signature required. Mr. Pakman told us he was leaving the day before these were to be delivered. Because no one would be at the residence to receive these goggles we tried to have UPS return them to us. Mr. Pakman had contacted UPS before we could do this to insure that the goggles were delivered to him. I don’t know why Mr. Pakman would report this to his credit card company as “fraudulent” when he has theses goggles and he actively prevented us from getting this shipment returned. Miscommunication increased production time on these lenses to almost two weeks. We consider this to be an unacceptable amount of time, and we understand that unhappy customers are much more likely to post a review than satisfied customers. But the people that Mr. Pakman believes are “Completely incompetent” and should be avoided at “all cost” are the same people that work hard every day to earn the 4 or 5 star reviews that we receive from 98% of customers that review us. Dave DuMais Owner, ADS Sports Eyewear Response to Part 2: I have no idea where this hostility is coming from, and I hesitate to throw any more fuel on this irrational fire. I suppose the most verifiable, indisputable way to address this is to provide the UPS Tracking number: 1ZV2805A4297951667. This package was shipped Signature Required. If you track this package on the UPS web site UPS it shows Signed By as: “{First Name} PAKMAN authorized release of this shipment”. When we contacted UPS they told us they were contacted by Mr. Pakman who insisted that this package be delivered. If this had not been done UPS would have returned this Signature Required package to us and we would have refunded his money. Now he has the goggle; he has never mentioned returning the goggle or prescription; and he has reported this to his credit card company as fraud. It appears all this hostility originated because this package was one day late. We offered to redirect the package to where he was traveling, but we were told this was not possible. This seems to have escalated with accusations that my response is “patently false, is without evidence, and is yet another lie by the owner”. In reality these facts are well documented and anyone with an internet connection look this up.

Response from ADS Sports EyewearMay 19, 2014

Rogelio, we hate to hear that you are not completely satisfied with the service you received from ADS Sports Eyewear. But it seems your dissatisfaction is actually with UPS and Saudi Customs Clearance. Note that the transit time was exactly as promised in our email on April 29, and on your shipment confirmation sent on May 9th. I know you were eager to receive these glasses, and it seems that everything proceeded exactly as you requested until the glasses were in Saudi Arabia. While we sympathize with your annoyance with the courier service in Saudi Arabia, this is something that we have absolutely no control over. We certainly hope you are much happier with your glasses than with the delivery process. We regret that your displeasure with UPS and the delivery process dominated your review of ADS Sports Eyewear.

Response from ADS Sports EyewearMar 1, 2014

We are sincerely disappointed when we cannot exceed our customer's expectations, but I don’t believe there is anything we could have done to make this gentleman happy. Mr. Holden ordered a Single Vision prescription lens, not a bifocal. He did not call or email for assistance. He turned in a fairly routine order for a Single Vision pair of Oakley sunglasses, and we filled his order exactly as he entered it. He clearly had no grasp of common courtesy when contacted our office to tell us he actually wanted a bifocal. It seems he was furious that we did not know that he wanted something that was completely different from what he ordered. Although ADS Sports Eyewear was under no obligation to pay for his error, we sent him a return label for these glasses and had another lab start on his bifocal lenses. There are very few labs in the country that still carry an 8-base bifocal prescription blank large enough to fill this Oakley model. We were able to find a specialty lab that can do this, but this type of lab does not have the MEI Edgers required to cut the vents into this lens the way the Oakley lab does. This was all made very clear before we had a specialty lab start on these lenses. Then after making two sets of perfect prescription lenses and rushing them at no charge from Dallas to Peoria, AZ, Mr. Holden was irate that the second set of lenses were not vented and demanded a full refund. He had been told that this venting could only be done by the Oakley lab, and Oakley could not make these lenses. But again, he was livid that he got what he ordered and not what he wanted. The girls in our office that had been dealing with Mr. Holden asked if they should get these lenses vented at yet another lab. I decided it was pointless to try to make this man happy, and told them to comply with the refund request. I feel fortunate to have the quality staff that we have, and I feel an obligation to isolate them from people like Mr. Holden. In most cases we would do whatever it takes to make sure our customers are enthusiastically satisfied with the service they receive from ADS Sports Eyewear. In this case I believe our best option was to take a large loss and end the abusive calls from Mr. Holden. Trust Pilot sends every ADS Sports Eyewear customer an invitation to review their experience with us. Of the last 200 people to rate ADS Sports Eyewear, Mr. Holden is the only person to post a negative review. The people that he perceives as rude with zero customer service are the exact same people that 200 other people describe as "the most pleasant, well-informed people I have dealt with in a long time" and "these guys rock!". We work very hard to deserve the 99.5% of glowing reviews that we get every day, and nothing at ADS Sports Eyewear will change in response to this review. Although Mr. Holden is clearly unhappy, I believe he was unhappy long before he contacted ADS Sports Eyewear. Dave DuMais Owner, ADS Sports Eyewear