Meg
5 Stars for Merchandise, One Star for Customer Treatment
First, I would provide a 5-star rating for the frames I bought and very much appreciate this company for including these frames in their inventory. I had 10 days of problems trying to get an answer to my question about these frames because it stated on the site that they were not recommended for progressive lenses, yet they looked similar to frames I'd used with progressives for decades, so I needed to find out if there was some reason I was missing before ordering. I finally gave up and ordered them anyway, thinking I'd return them if they didn't work, but reluctant because of a review by someone who had a bad experience trying to make a return. Still, I decided it was worth doing. Immediately after I'd ordered, a window came up asking something like "How did we do?" I thought this was going directly to the company, so provided a one-star rating and an explanation of my 10 days of frustration at being promised a call back, with nothing happening. Also, from my computer, I was unable to send an email either from my email account or from their website. I explained that I'd finally made the order, but that I didn't know if I'd have to return it because I couldn't get the information I needed. I think I added that I'd love to give a good review if only I could get the help needed. I even included my phone number, which I never would have done had I known this was going to a separate review site. On Friday of that week I got a call from someone telling me her CEO told her to cancel my order because of my one-star review, but that she was giving me a chance to still receive my order. She told me I had the weekend to "take the bad review down" and write a good one. If not done by Monday, she would cancel the order. I didn't know where to go to take down anything or to rewrite it, asked her please to send me the information on an email, but she did not. I went seeking a place to post a coerced "good" review, but, of course, did not know how to take the other one down. Ultimately, I learned about shopperapproved as the review site, but not until later on Monday. The frame was, ultimately, sent, for which I am grateful as it is just what I've wanted for quite some time, so I can certainly give this company 5 stars for the merchandise they make available. But I am totally appalled by their behavior regarding my honest feedback. I would expect a company, under these circumstances, to apologize for the problem, explain they were very busy--which I could totally understand--and then help to figure out what needed to be done. But to be threatened with a cancellation of my order? I actually find this still hard to believe. So, one star for customer treatment, 5 stars for the merchandise.