Russell S.
I ordered from Lens Factory before my …
I ordered from Lens Factory before my current order, and I was very happy. I got a new prescription, so this time I sent four pairs into them to have new lenses put in. I placed the order online, and I chose plastic progressive lenses. In the "Customize Order" section, there was a box to click for "drill mount." Since one of my frames (the one they had previously put lenses in) is a rimless frame, I clicked the box and paid the extra fee for drill mount. The other three frames were semi-rimless, so I just ordered the plastic lenses for them. This morning, I got a call from Shamone, of Lens Factory Support. She informed me that they could not do plastic lenses in any of my frames because they would break and chip. When I said they had done them before, she said they'd upgraded to polycarbonate without telling me that time. I asked her to go to her webpage and see that it said to add $30 for drill mount with plastic lenses. She told me she didn't need to do that because she was telling me it couldn't be done. I countered with that was false advertising, to which she said "I didn't write the website" or something of that nature. I tried to reason with her, and she laughed at me. When I expressed I was not happy with her laughing at me, she hung up on me. I called back and got a regular representative. When I explained what had happened, I heard Shamone telling her to tell me something. I told this person to put Shamone on the phone. She was willing to upgrade at no charge for the drill mount frames, but they would not upgrade at no charge on the other three, and furthermore, if they broke or chipped, they would not warranty them. I authorized her to charge paypal for the upgrades on all four, and then I told her I would be writing a negative review because I did not appreciate being laughed at and hung up on. This kind of behavior is terrible, and I feel that she does not appreciate my business at all.