Returns and exchanges not allowed
I received two of the same item and was not allowed to return one of them for an exchange. The Customer Service was very rude very legalistic and not consumer friendly.
Vastaus yritykseltä Eyeshells
We’re sorry to see this review, as it leaves out several important facts about what actually happened.
The customer originally reported that a pair of glasses had not been received. We treated the shipment as lost and provided 100% store credit for the full eligible value of that order.
The customer then used that store credit to purchase another pair of glasses, so the original lost-order claim had already been fully compensated and resolved.
USPS later unexpectedly located and delivered the original shipment that had been considered lost.
Importantly, there was nothing wrong with the recovered glasses. There was no defect, prescription issue, or quality problem. The customer simply ended up with an additional pair after already receiving and using full compensation for the original order.
In an earlier communication, the customer also acknowledged what had happened and even offered to compensate us for the additional pair that USPS had unexpectedly delivered.
The customer later asked us to exchange that same additional, already-compensated pair for another product. In practical terms, this would require us to provide value for the same original order a second time.
For that reason, we were unable to offer another exchange, store credit, or additional compensation for the same original order.
We understand the customer may be disappointed, but we believe the original shipping issue was handled fairly, fully, and at our expense.
