JoeNumber T.
Exhausted by this experience
After more than two months of back-and-forth, over 100 text messages, and more than 20 emails, I finally received my $900 prescription sunglasses back. The process was extremely frustrating. I received repeated conflicting or inaccurate information about the status of my glasses, including being told they had been mailed when they never arrived. Then, weeks later, the glasses were somehow located and mailed again. I am relieved that the company ultimately returned my glasses, especially since I had originally asked for them back in July. While they did eventually resolve the situation, the amount of time, communication, and persistence required on my part was far beyond what should be necessary for a straightforward repair and return. Based on my experience, I would advise customers to document all communication carefully and be prepared to follow up repeatedly.
Response from EyeglassesdepotAug 19, 2026
Jennifer, Your glasses have been located. They were not lost. After reviewing what happened, we determined that the glasses were mistakenly sent to our lab. As a result, the lab remade the lenses. We now have your glasses, your original lenses, the newly made lenses, and an invoice from our lab for the work that was performed. We understand why you were concerned when the glasses could not initially be located, and we apologize for the confusion and communication surrounding that. However, now that we have determined exactly what happened, we want to correct the record: the glasses were not lost by EyeglassesDepot. Our priority now is simply to get this matter completed and your glasses returned to you. — EyeglassesDepot Customer Service ((((((((((((((( UPDATE ))))))))))))))))) Tracking Number: 9402136208192274381855 Copy Add to Informed Delivery Latest Update Your item was delivered to the front desk, reception area, or mail room at 7:16 pm on September 4, 2026 in BIRMINGHAM, AL 35209. The item was signed for by T WILSON.