EyeglassesdepotReviews of eyeglassesdepot.com

Response from EyeglassesdepotAug 23, 2025

Dear Elyse, We’re sorry to hear about your disappointment, but we want to clarify exactly what occurred with your repair. When we received your Maui Jim sunglasses, the damage was not limited to the arm alone. The face (front) of the frame where the arm connects was also compromised, which made it impossible to simply reattach the arm. In these cases, as part of standard repair practice, the solution is to replace the damaged frame with the exact same model and color and then professionally transfer the customer’s original lenses into it. This ensures your eyewear remains authentic, functional, and wearable. To be very clear: Your original lenses were preserved and installed in the replacement frame. The replacement was the same Maui Jim model number and color as your original frame — not a random or cheaper substitute. At no point did we discard or keep your eyewear without authorization. This is how the eyewear repair business works industry-wide: when a frame front cannot be repaired, it is replaced so that the customer can continue using their lenses in the same model frame. We understand that eyewear can carry great personal and sentimental value, and we regret that this process may not have been fully clear from the beginning. However, we assure you there was no deception involved — only a professional repair using the exact matching frame to restore your glasses. We are more than willing to share supporting photos and documentation of the process, and we invite you once again to contact us directly at [your contact info] so we can work toward a resolution that gives you peace of mind. Sincerely, EyeglassesDepot Inc. www.eyeglassesdepot.com

Response from EyeglassesdepotAug 9, 2025

Sometimes, despite our best efforts, there’s simply nothing more we can do to satisfy a customer. In this case, we replaced her lenses exactly as required. By her own admission, we never indicated that the lenses would be glass, and in fact, our website clearly states that glass lenses cannot be cut. We did not touch the arms of her frames during the lens replacement, nor are the arms related to the lens installation. When she mentioned that one arm was loose, we recommended having it tightened locally for convenience. We also offered to have her send the glasses back so we could inspect and address the issue with the arm at no charge. Despite these efforts—including offering her a partial refund, which she initially agreed to—she chose to post a negative review.

Response from EyeglassesdepotJul 30, 2025

Thank you for taking the time to share your experience, and please accept our sincerest apologies for the frustration and disappointment this situation has caused. We genuinely understand how upsetting it is to lose a valuable item like your Maui Jim sunglasses, and we regret that your interaction with our team did not meet the level of service you expected—or that we aim to provide. To clarify, we do rely on USPS tracking scans to confirm deliveries to our facility, and in rare cases, packages marked as “delivered” may not have physically arrived yet or may have been misdelivered. Unfortunately, this appears to be one of those rare and unfortunate cases. We took immediate steps to investigate the issue with our facility team and continued monitoring the situation, but we were ultimately unable to locate the package. Regarding shipping insurance: while we do offer prepaid shipping as a courtesy to customers, it is correct that the standard labels are not insured unless the customer requests and purchases additional insurance. This policy is stated in our shipping guidelines, but we understand it may not have been clear enough in your case and will take this opportunity to re-evaluate how we communicate this upfront. As for the parts and lens inquiries, we apologize for any lack of clarity in our communication. We certainly should have been more precise about the lens options, including whether they were polarized or glass, and we regret that this added to your frustration. While we may not be able to undo the outcome, we truly value your feedback and will use it to improve our service, shipping policies, and communication with future customers. If you would like to discuss this further or reconsider a resolution, please reach out directly to me directly, and we’ll do our best to assist you.

Response from EyeglassesdepotJul 10, 2025

Thank you for your feedback. We’re sorry to hear that you felt our communication was unprofessional. We'd like to clarify a few things. The message you received that simply said "Dun" was the result of a simple typo — we meant to write "Done" while asking for a response or confirmation. Unfortunately, before we had a chance to clarify, the review was posted. We understand the importance of honest reviews, but we also want to highlight how impactful a negative review can be for a small, family-owned business — especially when it stems from a typo or miscommunication rather than the quality of the product or service itself. We respect your right to share your experience, and we take your concerns seriously. We just ask that in the future, customers consider reaching out directly for clarification before assuming the worst. Small businesses thrive on communication and understanding — and we’re always here to listen.

Response from EyeglassesdepotJul 27, 2025

This order is from 2021. Over 5 years ago. Why would you post this in 2025? Your order #861550 has been confirmed. Order Confirmation Number: 861550 Date of Order: 12/14/2021 Shipping Method: USA Ground (3-7 Days) Email Confirmation sent to : [email protected] Phone Number : 9855196874 Billing Address Billing Country: united states Billing Name: amanda guidry Billing Address 1: 303 henry st. City patterson State or Province la Zip or Postal Code 70392 Shipping Address Shipping Country: united states Ship To Name: amanda guidry Street Address 1: 303 henry st. City patterson State or Province la Zip or Postal Code 70392 Brand Model Color Qty Price Each Total JOB FRAME 1 FACTORY BOTH LENS REPLACEMENT FLR 1 $99.99 $99.99 Brand Model Color Qty Price Each Total JOB FRAME 1 FACTORY TEMPLE REPLACEMENT FTR4 1 $99.99 $99.99 Item(s) Total: $199.98 Shipping Insurance: $5.90 Shipping: $12.00 Order Grand Total: $217.88 We're truly sorry for the experience you had and deeply regret the frustration and inconvenience it caused. This is not the level of service we aim to provide, and we take full responsibility for the shipping and communication errors. What you described is absolutely not acceptable, and we understand your disappointment—especially after trusting us with your Maui Jim glasses. Your feedback has been shared with our team so we can address where we went wrong and ensure it doesn’t happen again. We would still like to make things right. If you're open to it, please reach out to us one more time, and we will make sure your concern is handled promptly and respectfully. Thank you for bringing this to our attention.

Response from EyeglassesdepotJun 19, 2025

Dear Gregory, We’re genuinely sorry to hear about your experience and understand your disappointment. We did everything within our power to assist you throughout the process. From the beginning, we promptly sent you a shipping kit and followed up to ensure timely service during a busy holiday season. Once you informed us the glasses had been shipped, we unfortunately never received the package. Despite our best efforts, we were unable to locate it in our system or at our facility. You provided USPS documentation showing delivery to our mailbox, and we respect that. However, as we explained at the time, the box was not received or signed for by our team. We also shared that we’ve worked successfully with thousands of customers using the same process, and while mistakes with mail can happen, we were transparent about what we could—and could not—confirm on our end. Regarding the repair itself: We offered a replacement set using OEM Maui Jim parts with high-quality plastic lenses, as glass is no longer available through the manufacturer. We understand that this did not meet your expectations, and for that, we apologize. We also want to be clear: at no point did we intend to “harass” you. Any outreach was purely an effort to make things right and explore solutions. Once the review was removed, our intentions remained the same—offering support within the limits of what was possible. Again, we regret that this didn’t end the way you had hoped. If you’d still like to discuss any further resolution, our team remains available to help.

Response from EyeglassesdepotJun 19, 2025

Dear Asa, We’re sorry to hear you were unhappy with your experience. While your frustration is understood, we’d like to clarify that we did everything in our power to resolve the issue promptly and respectfully. You sent us two pairs of Maui Jim glasses, and our team assessed them based on the issues described. Repairs were initiated as per our standard intake process, which is outlined on our website and confirmed by our service agreement. However, once we learned you no longer wanted the repairs, we took swift action to halt further work and return your items. We have since resolved the matter by returning your property. USPS tracking confirms delivery of your lenses on June 14, 2025 at 6:25 PM to the address you provided in Magnolia, TX. You may find the tracking at the link below : https://tools.usps.com/go/TrackConfirmAction_input?strOrigTrackNum=9400136208303324848910 It was delivered to asa cecil rickett 41923 n mill dr magnolia tx 77354 united states We value all of our customers and always aim for clear communication and transparency. If there is anything further we can do to assist, please don’t hesitate to reach out to us directly. Sincerely, Customer Service Team Eyeglasses Depot