ComplaintsforEnchroma, Inc.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 20, I purchased some Enchroma glasses for $459.00, I used a gift card for $349.00. when I hit enter to close out the sale, they charged my account the full $459, without giving me credit for the $349 gift card. (Including the gift card, my total money paid to them was $799). After multiple emails and phone calls were ignored form me, they finally responded to my daughter and refunded the $349 and cancelled the gift card. That seemed fair. (My total pair to them was once again $459.00. The glasses hurt my eyes and after a few weeks I tried to return them, The web site would only give me about $188. (Estimated. I did not complete the return.)They said they already returned me $349.00 and took it back again. Even after the $349 return of the gift card, I am still into them for $459, so they cannot take the $349 againI have since sent them over ********************************************************************** The 60 day deadline for retuns ends on August 20th. I believe they are just ignoring me until then

  Business response

  08/14/2023

  Hello,

  I spoke with the customer service people regarding this issue.

  It shows in our system that a pair of glasses were purchased at the cost of $459, of which $350 was paid for by a gift card and the balance of $119 by ******************************   EnChroma has no record of charging a second $350.00.  There should be one charge of $350.00 to ***************************** in June and *****'s card should show the $459 minus $350 for a charge of $119.  Again,  119 and 350 for the glasses.
  
  EnChroma has NOT received the return of his purchase and therefore a refund for the glasses wasn't initiated.  I will email ***** directly to to send me his glasses that he didn't want, and I will issue him a check for $459 upon receipt of said glasses.
  
  If he insists he was charged multiple times I will need proof as I don't show any records other than what I listed in the first paragraph.

  Thank you,

  *********************************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of ***** Cx3 Sun Rx prescription colorblind correction sunglasses on order #s144658. They messed up my order and offered to fix it if I returned the original pair, which I did. They sent an "over glasses" pair of colorblind correction sunglasses that I could use while they corrected the prescription pair. The email from their support person is below:Hi ****, Thank you, YES, that is just what I needed, and this confirms my suspicions. It does look like there was a mix-up in the underlying lens we used to process your prescription order and it was filled with an incorrect lens. I've attached a return label and would like you to send these back to us so we can remake them. I'm so sorry for the added wait time this will create, but as we discussed, it's good news because you will get to see what the color blind lenses are able to do for you (and I can promise it will not be that they turn anything yellow. You might be amused to know you are the first person who has had this type of mix-up with this exact lens in my experience, and since I've worked with the company since the aging eye lenses were created, I think you're the first person to have this happen at all.)I do have one outstanding question for you, and I'm going to give you a call shortly to go over all this.Please let me know if you have any issue opening the label that's attached. Best wishes!Belle Customer Support Agent **********************, *** e: ******************************** p: ************** p: ***************** f: ************** enchroma.com I called them and emailed them on 1/3/2023 and again on 1/23/2023. I left a voicemail both times I called.I paid them $449.00 on 9/6/2022 and have received no response from them since 10/5/2022 (email above.)

  Business response

  03/02/2023

  **** was mailed a refund check and it cleared our bank account.  Because of original error on EnChroma's part of the incorrect lens he received a free pair and the finished pair was 50% discounted from original purchase prices.

   

  The check was number *****, mailed Feb 14th in the amount of $223.63. 
  

  Customer response

  03/02/2023

   
  Complaint: 18902896
  
  I am rejecting this response because:

  I never received any subsequent contact with them changing these parameters, nor did I receive a check as they indicated. At this point, I don't want any of their glasses, I just want my money back - in full!!

  As I showed in my original complaint, they sent me a DIFFERENT KIND of glasses that were supposed to be temporary, and I would ship them back when I received the correct pair that they were going to remake. They never indicated that I would get a 50% refund and should keep the other glasses. I don't want the other glasses - they are not anything like what I ordered!

  They don't answer their phones, nor do they respond to the support email address that I was corresponding with when ***** sent me a return postage attachment and said to return the other glasses when I get the ones they were going to remake. All of this is in the support email I sent in the original complaint!

  I don't think they are still in business and this is just blowing smoke up my @55 trying to make this go away!

  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought from them for the first time a few days ago and ordered an adult pair of indoor glasses - the "********".However, I got my order in the mail today and they sent me a children's pair (the "Skypark") instead of the adult one I ordered. I emailed them back immediately to several inboxes during business hours but they have left me unread. In my email, I asked them to ship me the correct product via express shipping and to pay for the customs/duties because I already paid the one for the incorrect product they sent **** wanted to file a complaint to see if they reply before processing a chargeback with CIBC.

  Business response

  01/04/2023

  Better Business Bureau, **** ********************************************* Re Complaint submitted 11/30/22 with ID ******** (5t3 l EnChroma has moved so the letter took a while to be forwarded to our office. EnChromas current address is: ***************************************************************** Regarding the content of the letter written by *******************; Complaint id 1 848 1 705 suggesting his request went unread: His first orer was placed uring a national holiday (he is outside the US). The customer reached out to express that they were concerned that we did not ship while we were closed. EnChroma did, however ship the product once we reopened for business. It was originally misfulfilled, and he made contact to notify us on the 29th, then filed this complaint on the 30th. We also got back to him on the 30th and shipped the corrected replacement pair, coded for no additional import duty, on the st of December. The replacement pair was received by ******************* on the 7th The tracking number is 1Z4516WRDG92925116. This customer, ******************* has not contacted ********************** regarding any issues with the delivery or the replacement product.

   

  The issue has been resolved. Please contact: bil lingenchrorna.corn if there are any other questions and will forward your response to the customer service team ifyou need more information and then get back to you. Thank you, ********************************* Bookkeeper for EnChroma  

  Customer response

  01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

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