ComplaintsforNeven Eyewear LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased sunglasses from this company. It was buy 1 get 2 free, so when I received the sunglasses the same day requested a return didn't like the sunglasses. I only opened up 2 boxes that were sent to me. Got an email from them that only 2 pairs were sent back. And now they have my sunglasses I returned and my money.

  Business response

  07/16/2024

  Hello,

   

  Can we please have your order number?

   

  Thanks!

   

  NVN

  Customer response

  07/17/2024

   
  Complaint: 21966030
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 7/16/2024 4:38:15 PM
  #NVN183357

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

  Business response

  07/17/2024

  Hello,

  I see that a refund was initiated in June for you order but because there is an open dispute with paypal the refund is not able to go through. Once the case is closed the refund will process. You can also let us know when done and we can double check. Attached a screen shot here. 

   

  Thanks!

   

  NVN

   

   

• Initial Complaint

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered multiple pairs in early July 2023 and processed a partial return via their website later that month, July 18th. Shipped out the next day and did not receive any communication regarding my return whatsoever. On August 7, 2023, I submitted a contact us form for an update since 2 weeks have gone by with no communication about my return. That same day I received a response that they would check the warehouser and reply with an update. On August 10th, I requested another update since I never received a follow up email. I did get a response from someone but they were asking what I wanted a response from. I followed up their email with a lengthly explanation on my return and no update whatsoever from that process. I then got the following response: (We've received your package (Order #: #NVN65272) back to our warehouse and can confirm your return is in the queue to be processed. We will either have your refund or an update about it by the end of this coming week! Once processed the refund will take about 3-5 business day to reach your account (it's usually sooner). Thank you for your patience! If you haven't heard from us by Monday please reach out and we'll handle your request ASAP. Thank you for reaching out, -NVN)... Case closed, or so I thought. On August 24th, I requested another update since I never received a refund. The person that responded explained that I would have to return ALL my order to receive a refund. My response was that's not what the website said when I processed a return on their website. Anyway, a long back/forth continued for days with no options for any refund (And lack of customer service). At the end, they did say they would send me another pair but honestly this lengthy experience discourage me from supporting and wearing their products. So buyer beware, refunds will be a uphill battle and one you may not win.

  Business response

  04/29/2024

  Your return was not processed because ALL the items were never returned. We have processed a full refund 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 3 pairs of sunglasses, Order number NVN22210. They were too large for my face. I emailed Neven in November of 2022 and they approved my return. I sent the sunglasses back at my expense and have not received my refund. I have been sending emails to them, (some they have responded to and others they ignore), but their response is that they will look into it but then I hear nothing back.

  Business response

  03/17/2024

  Let us take care of this for you. Can you please provide the tracking for the package back to us?

  Thanks!

  Neven

  Customer response

  03/24/2024

   
  Complaint: 21440547
  
  I mailed the glasses back via **** and do not have a tracking number.
  
  Sincerely,
  
  ***********************

  Business response

  03/25/2024

  What is the order number? 

  Customer response

  03/27/2024

  Order number NVN22210 

   

   
  Complaint: 21440547
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business response

  04/01/2024

  this has been refunded

  Customer response

  04/07/2024

   
  Better Business Bureau:
  
  I wish it had not taken over a year to get it resolved, but the company finally refunded me the money.
  
  Sincerely,
  *****

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 pairs of sunglasses for a total of $76.39 on 11/12/23. I did not like the sunglasses and quickly initiated a standard return on 11/20/23 via **** (**********************). All sunglasses were delivered back to Neven on 11/24/23. Confirmed by **** and Neven themselves. I followed up multiple times. Every time, Neven claimed they were looking into it or that they return would be processed within a few days time. After many times following up on the status, Neven stopped returning any emails or online chat conversations. At this point I initiated a fraud dispute with my credit card provider and provided them with all documented receipts.

  Business response

  02/29/2024

  Hello,

  Can we please have your order number to take care of?

  Thanks!

  NVN

   

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased $93.30 worth of product from Neven Eyewear on 11/26/23 (Order #NVN102966). This included 4 pairs of suglasses and some small accessories. On 12/12/23 I began a return for 3 pairs of sunglasses totaling $79.97 to be refunded to my card. This return was initiated through their online return portal and a shipping label and packing slip was created to begin the return. The 3 pairs of glasses, in brand new condition, and packing list were boxed up and shipped to Neven. This package arrived on 12/18/23 but no refund was issued. I contacted Neven via email on 1/2/23 and received a response on 1/5/24 that they were "Looking into this right now!". I did not receive any further updates or refund so I followed up on 1/8/24 and 1/11/24. As of writing this on 1/16/24 I have still not received a response from Neven or any sort of refund. I have tried calling but nobody ever answers and I have tried their virtual chat on their website but they do not respond there either.

  Business response

  01/17/2024

  Can you please confirm the email address on the order?

  Customer response

  01/17/2024

   
  Complaint: 21153390
  
  I am rejecting this response because: Business is asking for confirmation of the email address used for the order. The email address is clearly listed in 2 attachments. They would also be able to find my email address via the order # provided or by searching their emails by the order number to find the correspondence that they stopped responding to. 

  My email address is ********************

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

  Business response

  01/19/2024

  this has been taken care of

  Customer response

  01/22/2024

   
  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, however it is unfortunate that this needed to be escalated to this level to receive a response from Neven Eyewear. It is unfortunate that there are likely other consumers experiencing the same issues who likely are unaware of the BBB commitment to consumer protections.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my unused in perfect condition glasses back to the company as they did not fit. I followed all return instructions and awaited my refund. It has now been over 2 months since they received the glasses yet no refund processed. I have emailed them multiple times and at first they sent emails back only saying they would look into it or someone was on vacation and it would be a few more days. These emails are attached. I have also called the number provided on their website however no one ever answers and they never return my calls. Now I have been sending daily messages all with no return. I just want what is fair which is my $80 refund as I sent them back their glasses.

  Business response

  12/26/2023

  ***,

  Can we please have your order number to take care of this?

  
  Thanks!
  

  NVN

  Customer response

  12/26/2023

  NVN94355 is my order number. I received 1 email from them following my complaint stating they were looking into this issue right now. I emailed back a few days later asking for updates yet received nothing back. This matter has not been resolved. 
  
  Complaint: 21038795
  
  
  
  Sincerely,
  
  ***************

  Business response

  01/08/2024

  what was the email on the order also so we can match and take care of. 

   

  thank you!

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 3 pairs for $75 Nov 7 they didnt fit. I returned them promptly via **** label and they were received by Neven Nov 30th. I have been contacting them for 3 weeks now for my refund and have no luck. When I posted on their ********* I have since been blocked. I just want my money back. Seems like all the complaints are the same.

  Business response

  12/18/2023

  Hello,

  What is your order number to look up? 

  Thanks!

  NVN

  Customer response

  12/18/2023

  The order number that they requested is #NVN98866.

  All of the information was already provided.

  Customer response

  12/20/2023

   
  Complaint: 21021520
  
  I am rejecting this response because:

  Most Recent Message

  Date Sent: 12/18/2023 4:04:30 PM
  

  The order number that they requested is #NVN98866.

  All of the information was already provided.

  
  

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

  Business response

  12/21/2023

  your refund has been processed 

  Customer response

  01/03/2024

  It is resolved now, they finally issued a refund. Thank you 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Neven Eyewear in August 2023. The order I placed was buy 1 get 2 free. The total was $75. I received my glasses and unfortunately didn't care fir how they fit me. I requested a refund and they sent a return label on Aug 25, 2023. I took them to the post office and mailed them back on Aug 26, 2023. I waited a few weeks for my refund to be processed but it never was. I emailed them and they said they would look into it. I never received another response. I ended up emailing them several times as well as messaging on ******** messenger. I'd get a similar response sometimes a week later such as they were "checking the warehouse" or "looking into it". They have still not processed my refund and its been over 3 months.

  Business response

  12/17/2023

  Hello,

   

  Can we please have your order number to take care of? The issue is most likely it physically never arrived. 

   

  Thanks,

   

  NVN

  Customer response

  12/19/2023

   
  Complaint: 20941041
  
  I am rejecting this response because:

  The business is requesting my order number. The order number is NVN#*****. I've attached a copy of the order, the return request and return approval from the business with the mailing info, as well as the receipt from the post office when I sent it back.
  
  Sincerely,
  
  *********************************

  Business response

  12/26/2023

  this has been processed

  Customer response

  01/04/2024

   
  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

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Neven has not resolved a warranty claim initiated on Nov 16, 2023. On Nov 26, 2023, Neven identified exclusions for the reason that the warranty claim was denied, despite not formalizing these exclusions in writing anywhere in the warranty terms on their website. Therefore, I am respectfully requesting that Neven fulfil the warranty process in this case, or provide the complete letter mail contact information for the executive or legal team so I can pursue the matter further.

  Business response

  12/12/2023

  Please provide an original order number from our website or receipt of purchase from an authorized dealer to complete the warranty claim. 

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The receipt was already provided.  Neven continues to refer to exclusions for the reason that the warranty claim was denied, despite not formalizing these exclusions in writing anywhere in the warranty terms on their website. Therefore, I am respectfully requesting that Neven fulfil the warranty process in this case.
  
  Sincerely,
  
  **** ********

  Business response

  12/13/2023

  To date we do not have a valid order number from you. Once provided we have no problem processing the claim. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Returned the product. Have yet to receive a refund after being told it would be taken care of. The business has since stopped responding to emails.

  Business response

  11/26/2023

  Can we please have your order number?

  Customer response

  11/26/2023

   
  Complaint: 20903511
  
  I am rejecting this response because:
  Order #NVN90885
  Sincerely,
  
  *****************************

  Business response

  12/13/2023

  Hello,

  Can you please provide us with your original order number?

  Thanks,

  NVN

  Customer response

  12/13/2023

   
  Complaint: 20903511
  
  I am rejecting this response because:

  as you can see in my previous response, the order number is #NVN90885. This is absolutely ridiculous. 
  
  Sincerely,
  
  *****************************

  Business response

  01/17/2024

  this has been refunded

  Customer response

  01/17/2024

   
  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,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩