say P.
Sent me a scratched designer glasses.
I purchased designer frames from "Eyewear Closet" and received them with visible scratches on arrival. I contacted support right away, within their return initiation window, and provided photos. Despite clear evidence, I was asked to repeatedly resubmit information and wait for “reviews,” leading to prolonged delays and inconsistent communication. Initially, they offered to review their cameras. to provide evidence that the product was not damaged. This was never done. They instead insisted that I damaged the glasses and began to dispute my return claim. After months, I still didn’t have a timely resolution or refund for an item that arrived defective. This was a frustrating, avoidable experience. I cannot recommend eyeWear Closet based on product quality control and the customer service I received. Inittial purchase in July '25. Now it's January '26 and they are offering to send the glasses back if I pay for shipping. They did not honor their return/exchange policy. Infact they attempted to claim this review as defamatory. After review, Trustpilot found this claim to be legitimate.
Response from Eyewear ClosetNov 2, 2025
Thank you for updating your review. We would like to clarify the factual timeline for transparency. The order was successfully delivered and collected in August 2025, as confirmed by official carrier records. While the return request was initiated within 14 days, the item itself was shipped back after the return window, and was received used, damaged, and without full original packaging, which does not qualify for a refund or exchange under our published Return & Refund Policy. This case was formally reviewed through the payment provider’s dispute process, where all documentation was submitted and the chargeback was resolved in our favor. As a final courtesy and without admission of liability, we offered to return the item to the customer as-is, upon receipt of a prepaid shipping label. We stand by our quality control process and our policies, which are applied consistently to all customers.