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Complaint Details
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Initial Complaint
08/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a lens replacement for my glasses. Got my order within a week, but the lenses didnt fit my glasses, not even close. I contacted their customer service, they said they probably sent the wrong lenses. I emailed them photos so they can see their mistake, not a word since then. I emailed them 3 times, requested a callback via chat, nothing. I am disputing the charge with my cc company as I feel they never sent me for what I paid for and then ghosted me for their error.
Business response
09/11/2024
Incorrect lenses were ordered and we sent out a new pair. There was a delay with the new pair being sent but we upgraded the shipping to ***** 2-day. It was sent on 8/30 and delivered on 9/1. Customer reached out on and was satisfied with the outcome on 9/1.Business response
09/11/2024
Incorrect lenses were ordered and we sent out a new pair. There was a delay with the new pair being sent but we upgraded the shipping to ***** 2-day. It was sent on 8/30 and delivered on 9/1. Customer reached out on and was satisfied with the outcome on 9/1.Customer response
09/11/2024
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,
*************************Initial Complaint
12/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On November 30 I placed an order with fuse lenses for prescription lenses for my ***** Del Mar Sunglasses. After placing the order I realized that my frames had a nose piece issue. So I ordered a brand new pair of the same Sunglasses since I had already paid for my lens order from fuse. The way it works is fuse sends a box for your glasses so you can ship them back and have the new prescription lenses installed. There was customer services contact prior to sending in the glasses, and I had made them well aware of the fact that I was sending in a brand new pair of sunglasses and that I wanted my 580G glass lenses back after they installed the prescription glasses. I have another pair of *****s that are the same frame style that have plastic lenses so I was going to replace them with the new lenses. They advised me that normally there isn't an issue with replacing the lenses and that everything should be fine. I received my glasses today in the mail and while the prescription lenses they install are fine, and the frames are fine, the original glass lenses one of them appears to have been dropped and is useless. Even has the word drop written on the lens. Lens removal isn't that difficult I have done it on the same glasses myself, I would assume that a company that does this on a daily basis would be able to handle it better than someone at home. Between buying the prescription lenses and a new pair of glasses I have over 400 tied up into these glasses and would think my lenses could have been handle better and I am completely disgusted. Since the company makes lenses the least they could do is send me out a pair of replacement glass lenses that are comparable to the ***** lenses, I would prefer the actual 580G lenses though since they are what make them ***** Sunglasses, and that is what I sent them in.Business response
12/27/2023
I apologize for any inconvenience. When our rep spoke with you about wanting to remove the glass lenses, he did advise that regarding the lenses we would return those with the completed order, assuming there was no damage to them during extraction. Generally that is not an issue but with glass there is always the chance of an errant crack as they can be brittle. Unfortunately, glass is very sensitive and we cannot always guarantee a perfect removal. I am unsure the reason it fell, but I can assure you that it was not done intentionally. We spoke with you yesterday and advised that we have purchased a brand new frame with 580G glass lenses in the same color that you had originally as mentioned in the attachment of our conversation. Once they are received, we will be sending them directly to you.Customer response
12/28/2023
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. I have spoken with business and they are making it right
Sincerely,
***************************Initial Complaint
07/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After sending pictures of my sunglass frames and my vision prescription and being reassured Fuse Lenses could change the lenses in my Gucci sunglasses I ordered replacement lenses. When I received my order I notified the company that the sunglasses were not wearable because the screws they used to stabilize the lenses were too long and touching my face. I received a response that they could try to make the lenses thinner or they could restyle them to a different frame. I sent emails requesting the lenses be restyled to a different frame however I am no longer getting any correspondence back from Fuse Lenses. I am now out of the money I paid for lenses and have an expensive pair of sunglasses that are not wearable.Business response
08/19/2022
Business Response /* (1000, 5, 2022/08/03) */ Hello ********, I am so sorry that you had not received a response yet. I do see the latest correspondence from the 25th. I spoke with Zach and he mentioned that he was trying to figure out the specifics of what we are capable of doing with the lab and the frames. He let me know that he responded to you this morning. Please let me know if you need anything else, and I will be happy to help.Initial Complaint
05/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March 11, 2022 I purchased two sets of lenses from Fuse in an attempt to utilize one of my favorite frames. These frames (Maui Jim Peahi) were said to be supported by Fuse and the ordering and initial fulfillment process was fine. The problems began when I received my frames and lenses back. Neither of the lenses were comfortable to look out of and I wasn't sure why as the Rx was just written in the month prior. I then communicated this to Fuse with some interaction going back and forth with no resolution. I then took the lenses into my optometrist and had them look them over. I was told that the lens had a few issues: one, the lenses didn't have sufficient glare/reflective protection (that was paid for as an option), and two, it didn't look like the Fuse got the geometry correct for these specific lenses in these frames. Once I told this information to Fuse and requested a refund for the faulty product, they went completely silent and I have not heard any information from them since and they don't offer a phone number to call for additional support. It has become clear to me that making lenses for these frames correctly was outside their abilities and I would like to find a resolution. I am looking to get a complete refund for my purchase: Order number: ****** Date: March 11, 2022 Total: $443.46.Business response
05/31/2022
Business Response /* (1000, 10, 2022/05/31) */ The rep had spoken with the customer and offered to bring the frame back in for evaluation to find out the problem and remake them. There is a no-refund-policy on Rx lenses since they are custom made. We have made an exception and are refunding 2 out of the 3 sets and remaking the 3rd set. Customer has been in contact with the rep since this case was put in. Consumer Response /* (3000, 16, 2022/06/25) */ Nothing had been resolved yet, I was contacted and told to send back the lenses for a full refund. But they were shipped back and no refund was given. -**** Business Response /* (4000, 18, 2022/06/29) */ Hi ****! I am so sorry to hear that you received them back. I spoke with Zach and he has sent a payment for the 2-sets of lenses through PayPal. You should receive an email confirming where the payment can be applied to. Since it is past the 60-day return period, our system does not allow refunds after that time. Please let me know if there are any issues receiving the payment. Consumer Response /* (4200, 20, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to see any refund and the lenses were received back 2 weeks ago. -**** Consumer Response /* (3000, 24, 2022/07/13) */ I have yet to see any refund for these lenses that they have had for weeks now. -**** Business Response /* (4000, 28, 2022/07/19) */ I apologize for any delay. It looks like Zach attempted to send the refund via PayPal, but it did not go through. I have responded through the PayPal dispute and processed the refund. Please let me know if I can help with anything else. I apologize again for the inconvenience this has caused. Consumer Response /* (2000, 30, 2022/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was processed.
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