FYTOOReviews of fytoo.com

Response from FYTOOSep 27, 2023

Thanks for your feedback! The frames on our website support virtual try-on functions. You could go to the frame's details page to find the try-on function entrance. After uploading your picture, you will be able to see what the frame looks like on you in advance. Because the try-on function doesn't show the actual size effect, to find the frames that suit you most, you could have a look at the dimensions of the frame, which are listed on the frame's details page, before ordering your glasses. Meanwhile, to better confirm the problem with your photochromic lenses, we hope that you can send us some photos of the glasses outside in the sunlight with white paper as a background. This can help us better determine if the lenses change color or not. Our agent has contacted you via email to help you out. Please kindly check your mailbox or spam folder. We're sorry for the unpleasant shopping experience and appreciate your understanding! We are looking forward to your reply! 😊️

Response from FYTOOSep 19, 2023

We're sorry for your unpleasant shopping experience. Every order needs to go through strict inspections before being shipped out to ensure the items in the package are correct. After receiving the package, you can send us a picture of what you received if they are not the items that you ordered. After receiving your request that you didn't receive the correct items, our agent replied to your email hoping that you could send us a picture so that we can better help you. But we didn't receive your reply. To solve the problem for you, our agent has reached out to you again. Please kindly check our email in your mailbox or spam folder. Thank you for your understanding.

Response from FYTOOSep 15, 2023

We deeply regret any inconvenience you've experienced with your recent order, and we want to clarify the situation to ensure complete transparency. After a thorough review, it has come to our attention that the discomfort you've encountered with your glasses stems from a prescription error that occurred during the ordering process. Specifically, the prescription you entered when placing your order didn't match your actual requirements. The glasses are processed based on the prescription you entered when placing the order and that's why you feel uncomfortable with your glasses. After your order was placed on our website, our system sent you a successful payment notification containing the detailed order information of your order. You can contact us to correct the order information if there's anything wrong with your order. We strive to provide the best possible service to our valued customers, and your satisfaction is of utmost importance to us. We appreciate your patience and understanding as our customer service agent diligently worked to find a suitable solution, despite the issue not being related to the quality of the glasses. Based on our records, it appears you have agreed with the solution provided. If there are any lingering concerns or if you require further assistance, please don't hesitate to reach out to us. We are here to ensure you have a positive experience with us. We appreciate your understanding in this matter.

Response from FYTOOSep 15, 2023

Thank you for your gracious feedback! We sincerely apologize that our solution didn't get your satisfaction and we totally understand your feeling. Based on the picture you sent us, the glasses you received are exactly as shown on the website. We have also provided you with a return address if you do not like the frames you purchased. We will issue the refund once we receive the returned package. But if you still don't want to return them, we will offer you another solution. Our agent has contacted you via email to help you out. Please kindly check your mailbox or spam folder. We are looking forward to your reply!

Response from FYTOOSep 14, 2023

We're sorry to hear about your experience. We understand that you had concerns about the wait time for glasses. We'd like to clarify that the delivery time for your orders falls within the normal range of the standard shipping option you selected, which is typically 10-16 days. We aim to provide accurate delivery estimates to our customers, and it's important to us that you receive your orders in a timely manner. Regarding our return policy, we aim to provide fair solutions for our customers. We're disappointed that you weren't fully satisfied with the outcome. We offered you alternative solutions to resolve the issue without the need for a return, especially since the problem was not related to the quality of the glasses. According to our records, you have agreed with our solutions. If you have any further request, please feel free to reach out. We appreciate your understanding.

Response from FYTOOSep 14, 2023

Thank you for your feedback, and we're truly sorry to hear about your experience. We take customer feedback seriously, and we would like to investigate this further to understand what happened. However, upon checking our records, we couldn't locate any previous communication from you regarding this issue. Our goal is to provide excellent service and quality products, and it's concerning to hear that you had a negative experience. We're here to assist our customers, and we will never blame anyone unfairly. If you'd be willing to provide more details about your experience, we would greatly appreciate it. Your feedback can help us improve and ensure this doesn't happen in the future. Please feel free to reach out to us at [email protected], and we'll do our best to address your concerns. Thank you for bringing this to our attention.

Response from FYTOOSep 14, 2023

We feel sorry to hear that you didn't receive the package and for the inconvenience caused. According to our records, your order was delivered on September 2nd, 2023. After receiving your request about not receiving your package, our agent attached great importance to your problem and contacted the courier. We were informed that your order was delivered successfully. Therefore, we suggest that you can contact your local courier for further information. But we didn't get your reply to our email. To better help you solve the problem, our agent has sent an email to you again. Please kindly check our email in your mailbox or spam folder. Thank you for your understanding.

Response from FYTOOSep 13, 2023

We appreciate your feedback and are truly sorry for the inconvenience you've faced regarding the return of your glasses. Our return policy does state that return shipping costs for non-quality issues are typically the responsibility of the customer. We understand your concerns regarding this policy. We want to make your experience as positive as possible, which is why we offered alternative solutions to help you avoid the return shipping costs. We're disappointed that these options did not meet your expectations. Your feedback is invaluable to us, and we'll continue to look for ways to improve our processes and customer service. If you have any further questions or concerns, please feel free to reach out. We appreciate your understanding and hope to have the opportunity to serve you better in the future.