Xolani K.
Returns are Very Difficult & Time-Consuming
The company makes it hard to return eyeglass orders. They coerce buyers to give good reviews before they'll agree to accept returns and insist buyers pay $7 return shipping, even for returns that are their fault. My latest order got shipped on 26 Aug to an incorrect address. I corrected it on 6 Sep. It took two weeks (Sept 20) before they agreed to ship the package to my correct address. I received it on Sept 30! That was 35 days. Part of the issue is the help desk is all by email. They discontinued the phone customer service. So every email takes about a day for the back-and-forth. The customer service number doesn't work anymore, although it's still listed. Likewise, for the chat. No longer staffed. The previous order was incorrectly processed with the wrong Rx. I had a similar ordeal. They made it out like it was my fault and insisted I pay for return shipping. I didn't. Finally got my order about 3 weeks after the initial order. The product is good. Not as sturdy as Zenni, but solid and durable. Lots of freebie included.
Response from FYTOOOct 1, 2024
We sincerely apologize for the unpleasant shopping experience. We support return. We offer our customers a 30-day quality warranty. But if the replacement or the refund is raised for the non-quality problem, we may not be able to cover the return shipping cost. Your first glasses were delivered on January 4, 2024. After receiving your request saying the frame interferes with your line of sight, our agent has offered you a satisfactory solution and got your agreement. The delivery of your second order failed because you entered the wrong address. We attach great importance to your experience. Even if it is against our policy, we also made an exception to process a replacement order for you. The replacement order has been delivered at present. If you have any questions about the solution, please contact us. Thanks so much for your understanding.