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2.9 49 Reviews

EyeBuyDirect Complaints Summary

13 Resolved
25 Unresolved
Our verdict: Engaging with EyeBuyDirect, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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EyeBuyDirect reviews & complaints 49

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Newest EyeBuyDirect reviews & complaints

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3:30 am EST
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EyeBuyDirect Scam

Where to begin... I purchased two pairs of glasses from this 'company' and yes I use this term loosely. First of all I did bond the shipment through their shipping page just to protect against any breakage. One pair arrived broken and the second pair prescription was no where near what was ordered. So I contacted them, they told me I was able to get a " one time replacement". I asked why I bothered bonding the shipment, but still have gotten no answer to that question. So I have been waiting... I emailed them again since I have not heard anything back, I was informed that my return was received and they needed another copy of my prescription ( I have sent this three times and entered it onto their site...). I also had to pay the postage for m return.

I keep getting automated responses and no one is able to tell me where m glasses are...

This place is a SCAM... I will say it again, THIS PLA E IS A SCAM. Phone # from Maryland, fax# in Canada and an a dress in California... DO NOT DO BUSINESS RUN THE OPPOSITE DIRECTION! THIS IS A SCAM!

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fromCA
Frisco, US
May 21, 2021 4:50 pm EDT

Fraud. They billed my cr card. I only put glasses (no RX) in the box and they ordered it for me. Illegal to not require a current RX. Their constant ads on my email, I usually ignore. CS is Philippines. Lab is Austin TX - no nmbr to the US location. Fraud.

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James ODell
, US
Sep 22, 2015 8:38 pm EDT

I have purchased 5 pairs of glasses from Eye buy direct & so far each has been excellent. No complaints.

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Bocaman
Boca Raton, US
Mar 06, 2014 11:51 am EST

I have purchased two pairs of glasses from EyeBuyDirect, and find that both pairs are a great bargain. I have had my first pair for about six months and have had one issue - one of the nose pads came loose and fell off. I contacted EyeBuy Direct and they sent me 10 replacements for the cost of postage. I replaced the pad, and have had no problems since. I priced the first pair I purchased at a local eyeglass shop before buying at EyeBuyDirect. For all of the components I wanted (rimless frames, transition, and non-glare, lenses, etc.) the cost quoted was: $678.00. For the same components at EyeBuyDirect the cost was $118.00. I could buy 5 more pairs of glasses for the difference in charges and still have money left over!

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Leonid Olshansky
Brooklyn, US
Jan 08, 2014 1:04 pm EST

I'm use to be Eyebuydirect customer too and from first hands experience can tell you, DO NOT buy their product unless you're desperate. Quality is very low, only one think lower then their quality is their customer service.

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carl silvea
Burnaby, CA
Dec 13, 2011 8:00 pm EST
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eye buy direct is a rip off

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3:58 am EST
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EyeBuyDirect Amount paid but product not delivered

Ordered a pair of prescription glasses from http://www.eyebuydirect.com for a price of $128.5 which was paid along with the order submitted via credit card transaction on December 1, 2010. As per the claim on the merchant’s website, http://www.eyebuydirect.com, it was advertised to be delivered within 14 business days.

I sent a status follow-up on 12/9/2010 to which I received a response signed by ‘Gen’ which re-affirmed that order will be shipped within 14 business days.

On 12/17/2010, I sent another follow-up email which was replied by ‘Gen’ on the same day stating that my order will be shipped no later than 12/20/2010

I received an email on 12/21/2010, 15 business days after that my order was submitted and a day later than the promised date, stating that my order is shipped.

I sent an enquiry on 12/21 requesting USPS tracking number. My enquiry was responded by ‘Abby’ on 12/27 providing the USPS tracking number, 9101969010386682163195. That tracking number turned out to be a fake with a date of shipment request of 12/9/2010. This is an obvious case of misleading and lying.

I called the customer service, 301.760.7870, and spoke to ‘Ann’ on 12/28/2010, 10:41 AM Central. She re-stated the same tracking number. I tried explaining to her that the tracking number she was giving me is invalid but she shouted over my voice. I requested the refund which she refused to entertain till I return the product.

I restate that I have not received the pair of prescription glasses I ordered.
AVOID http://www.eyebuydirect.com AT ALL COST UNLESS YOU DON'T LOVE YOUR MONEY

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8:34 am EDT
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EyeBuyDirect Poor quality and bad customer service

I ordered a pair of glasses from this company and it took them about 3 weeks to have them delivered, I did not fret over that, it was no big deal. I recieved the glasses in Late November/Early December of 2009.

When I first recieved the glasses I was initially very happy with them. I told many relatives and friends about the company. After a couple of months of wearing the glasses one of my lenses fell out and I could not find it.

This seem like a pretty easy fix, I figured I would just contact EyeBuyDirect.com and hopefully they would fix it for free, they would fix it and I could pay for it, or they would just simply mail me a new lense and I could fix it. I continually called the customer service number and I could not get anyone on the line to help, for almost three weeks of calling the call went to a voicemailbox. I finally decided to hit the prompt for sales instead of post sale assistance, and when I hit the prompt for sales I immediately got a representative on the phone, who advised me that they would not help me at all she said I was out of my 14 day window, and now I am on my on, I then asked her if I mailed it to them would they fix it she said "No" and that if I mailed it to them, they would donate it to goodwill, I then ask if I paid them would they fix it, she said "No", I then asked if she could simply mail me the lenses, she said "No" the I asked her verbatim "So I am just screwed, huh?" and she said "Yes".

I was very dissatisfied and very unhappy. Do not do business with them. I found a better company called www.glassesshop.com, they have been around longer, they offer a year warranty instead of 14 days like EyeBuyDirect.com, their glasses are better quality and you get then in the mail in fours instead of three weeks like EyeBuyDirect.com, don't shop with EyeBuyDirect.com or you will be singing a sad story like me, take my advise now and go with www.GlassesShop.com or someone else even, I mean anyone has to be better than EyeBuyDirect.com.

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Ken1234
, US
Jan 23, 2018 9:09 am EST

Hello, I am getting a lot of calls for Eye Buy Direct (www.eyebuydirect.com) from your site. The number you have listed for them is [protected]. That is my home telephone number. The correct number for Eye Buy Direct is [protected]. You can verify this on their website, or call the former number and see that it is my telephone number.

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Susanne Barbour 50
Jacksons Gap, US
Aug 25, 2014 10:00 am EDT

Friendly Customer Service was what I received when I dealt with them twice. The frames are gigantic unless you find the frame available in size small and it will give you the option if that certain frame comes available in small. It depends on your prescription also if they can fir it in that certain frame. Please keep in mind that majority of frames are made in and from Japan/China. What I don't like is if you have to return them, you immediately have to pay $15.95 regardless of the reason for return. If you want a refund, deduct 10% more for "restocking" fee and then they tell you they "throw them away" at the Austin TX "return" location. That's double talk to me and crooked. So unless you are comfortable with that arrangement, I suggest you get it all right the first time at you Opt Doctor.

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catckaia
Honolulu, US
Jan 17, 2014 1:40 am EST

I bought a pair of progressive glasses in plastic frames. They were $124. I was disappointed because the frames looked like some kind of 3rd world quality. But I wore the glasses anyway because I needed them. After a few months I realized that every time I wore those glasses my eyes got very tired. Then I bought an ipad and I realized that when I looked thru the bottom of the lens that the ipad seemed crooked. I took them to an optical shop and they were aghast that anyone would make such poor quality glasses. I ended up buying a whole new pair and I am out the previous money.

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kwoodyc
Panama City, US
May 17, 2012 5:33 am EDT

these guys got me for three pair of glasses and can not get an english speaking person to talk to me, at least i think I still have a credit, but they cant find it

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hehetree
Los Angeles, US
May 20, 2011 10:08 pm EDT

You might try www.zipoptical.com. They have very nice customer service and plenty choice.

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hehetree
Los Angeles, US
May 20, 2011 10:07 pm EDT

How about trying www.zipoptical.com. They have very good customer service and good quality.

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tams344
Covina, US
Feb 14, 2011 11:01 pm EST

I ordered from the three years ago and the glasses I received were very nice but the prescription was wrong. I took them to a local Ophthalmologist and they said that the pupil distance was way off and I had to pay $110 to get them redone through them (it was that or wait another 3 weeks for eyebuydirect!) I got a new prescription and decided to give eyebuydirect another try. I ordered my glasses nearly 4 weeks ago and they are still "processing". I've called them repeatedly only to have the phone ring 30+ times and never ever an answering machine. Where the heck is the customer service?! I'm so frustrated! I'm actually going to cancel today, thank GOD I used paypal to pay them so at least I won't have any hassles. I'm very sad eyebuydirect isn't what they claim to be.

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Nurani
Edmonton, CA
Jan 05, 2011 7:07 pm EST

Eyedirect are scam I ordered a pair of glassess and recieved broken
they told me we not giving you money back how ever gived to me gift card for half price
I ordered another one paying the other half not recieved the item not answering the calls
this number [protected] is no longer work also this [protected], [protected]
customer service number they provide me no one answer and no calling back when you leave a voice Mail
I have calling 20 days from now

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Jerry82
, US
Aug 19, 2010 2:38 am EDT

I can't agree with you more.

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2:27 pm EDT
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EyeBuyDirect Poor quality product

I purchased a pair of glasses here last year and I was very pleased since the glasses only cost $80 compared to $340 for the same pair at WalMart Optical. A few months ago, I dropped those glasses on the carpet and the lens broke! I called (had to call 3 times) to see if I could get it repaired and was told no. So, I bought another pair online in early March. The new pair came in four weeks later in pieces. I had to call several times before getting to speak to someone who told me to email a picture (which I did) and return them. Luckily, I asked for proof of delivery! I emailed several times to check the status of these since I had no glasses, but my emails went unanswered. I also called several more times over the next few weeks to check the status since my calls to their voice mail were never returned only to speak to someone who said "they are scheduled to go out this week or next week!" I finally received the new glasses on May 24. The quality is so poor, I'm terrified they will break again so I will treat them like they're eggshells.
The reps I have spoken to do not speak good english. I would say they are from India, but I'm not sure. Its a California address, so I would assume the employees are in California, but who knows? Maybe their Customer Service Rep jobs are outsourced?
All in all, I will just say, BUYER BEWARE! There is a reason they are so cheap.
Oh, and I did ask to be reimbursed for the shipping, but that request was ignored too. And no, I never got an apology.

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9:49 pm EST
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EyeBuyDirect Bad customer experience

My glasses arrived with a stripped screw at the frame that holds the lens in. I called them, they said to send them back. I did, with a letter enclosed detailing my order number, address etc.

Weeks went by and multiple emails. I called, they said they had no record of my call. They said they don't have my glasses and can I provide verification of delivery. I called again and spoke to someone else who said they actually don't keep anything they receive back and donate it all away.

I keep explaining I received them broken, wanted them repaired and being new to wearing glasses I actually had no idea that a local optomotrist's office would have / could have fixed them quickly and for free!

Instead they keep denying anything saying there are no notations in my file stating I called, they cannot locate the glasses and I need to provide them with receipt verification. IN OTHER WORDS -- prove it and we'll do something otherwise TOOO BAD!

So, like running into a brick wall I keep emaling them, and I keep getting back the same garbage template email from them and ZERO CUSTOMER SERVICE
in fact, DON'T CALL THEM BECAUSE THEY HANG UP ON YOU AND THEN DIRECT YOUR CALLS TO VOICE MAIL AFTER THAT. THE ONLY WAY TO GET THROUGH IS TO USE CALLED ID BLOCKED OR SOMETHING LIKE THAT.

EMAILS ----THEY LATER SAY THEY DIDN'T GET AND THAT THEY MUST HAVE WENT TO THEIR SPAM FOLDER.

THESE ARE ASIANS OPERATING WITH A LOW LEVEL OF TRUST FOR PEOPLE, I THINK THEY ARE NOT EVEN IN THIS COUNTRY AND SEEM TO ENJOY PLAYING PETTY RIP OFF GAMES RATHER THAN ACTUALLY BUILDING CUSTOMER LOYALTY.

I'M OUT MY MONEY, DID'T EVEN WEAR MY GLASSES ONCE!
THEY SAY PROVE WE GOT IT!

SOOO BUYER BEWARE! IF YOU HAVE ANY PROBLEMS WITH THEM .. I SUSPECT THEY'LL BE CAGEY.

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Mariab66
Bloomington, US
Aug 05, 2013 12:30 pm EDT

I agree with the others this company is bad news! I also ordered progressives that were useless unless I was in direct sunlight. They said that they would replace them with a pair of tinted lenses. I returned them via their instructions which cost me $15. When I received the replacements they turned out to be just a pair of plain glasses with no tinting at all! I called and they said that they would issue a refund but that I had to return the glasses to them. I asked if they could send a prepaid envelope since this was their mistake and they should pay the postage. I was told that they didn't do this. In fact, the conversation became very unpleasant due to the fact that the representative wouldn't let me talk and then said he would get back to me and hung up. You guessed it, that's a call that never happened and I even called asking to speak to a supervisor and yet again, another call I won't be getting!

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Vision Impaired
Winnipeg, CA
Jul 27, 2012 12:06 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I am having a problem with this company - and after reading these I wish I had diligently reviewed them first. My husband is much more accepting of less than quality frames so has liked them for the third time now. I used them for the first time and ordered progressives - no line. They are not even usable by my standards and they say I should have ordered Progressive Free Form-never heard of them before. I said OK - I will exchange - which would cost me $20/pair plus two way shipping - total of $60ish! I said I shouldn't have to pay a restock fee as they can just put the lenses in my glasses. After discussing at length I have been HUNG UP ON 2X! I couldn't believe it - if the going gets tough they just hang up on you - and I feel very sorry for the people on the other end that have been instructed to do so. Very sorry for them - only trying to make a living and making them cold heartless rude people. My saga is ongoing...I do not recommend them. I have used Zenni before and never EVER had a problem - I should not have switched and will go back!

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Ekacker
Katy, US
Jan 27, 2011 12:31 pm EST

What a bunch of crooks. I ordered glasses over a month ago. No glasses. After about 10 emails checking to see where they were, I called them. It sounded like a sweatshop...I could barely hear the representative for all the noise in the background. She told me the problem was that they couldn't get the polycarbonate lenses I ordered to meet their "quality standards". She suggested changing to plastic lenses. I reluctantly agreed (they will scratch). Now, over a week later, still no glasses. Do NOT buy from these people.!

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EyeBuyDirect_IS_I-LIE-Direct
Phoenix, US
Aug 04, 2010 12:28 pm EDT

I've had my own NIGHTMARE experience with EyeBuyDirect. STAY AWAY!

If they will not give you a refund, you can always issue a "chargeback" by disputing through your credit card company.

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Glassmaker
Altadena, US
May 20, 2010 3:01 pm EDT

Correct!

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Glassmaker
Altadena, US
May 20, 2010 2:59 pm EDT

I have to agree with most of the negative comments posted on this website about eyebuydirect. My order is now about two months late and all I get from them is nonsensical stories like "the post office returned your package as (a) you gave us the wrong address, or (b) the postal rates changed and we did not have enough stamps on it, and (c) we did ship your order but our shipping department cannot confirm this" etc etc etc ad infinitum. I have asked for a full refund but they have not given me a single penny.

A totally unreliable group of uncoordinated scammers that loe and deny everything. They just have a very impressive front end on their website and their prices are a lot worse than many other competitive eye glass makers.

Stay away if you have any sense whatsoever!

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Sunglasses maniac
St Paul, US
Mar 02, 2010 6:05 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Where are they really?

This is what the website says:
US Mail: 5300 Ontario Mills Pkwy, Unit 400, Ontario, California 91764 United States

Registrant:
EyeBuyDirect Inc.
7315 Wisconsin Ave.
Bethesda, Maryland 20814
United States

Domain Name: EYEBUYDIRECT.COM
Created on: 13-Aug-05
Expires on: 13-Aug-18
Last Updated on: 13-Nov-08

Administrative Contact:
Hessel, Roy
EyeBuyDirect Inc.
7315 Wisconsin Ave.
Bethesda, Maryland 20814
United States
[protected]

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La Toya
, US
Mar 02, 2010 1:23 pm EST

Received an order from them with a problem and all was taken care of right away. They did however inform me to provide them with a Tracking Number on the item I returned and I did just that. Perhaps you did not follow the instructions - did you read their return policy? Should be there. Am happy on my purchase, especially since I saved over $300 from buying glasses from Lens Crafters...

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12:19 pm EST
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EyeBuyDirect Unusable quality

I purchased a pair of rimless glasses, had them for 1 week, dropped them and the lens broke in half. I am 50 years old and have been wearing rimless glasses for 25+ years and never had this happen. The lens's are supposed to be polycarbonate plastic to withstand the added stress of the rimless design but as with many things made in china coupled with deceptive advertising these glasses are of inferior quality and completely useless.

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Bob n Mississippi
Carriere, US
Aug 15, 2012 2:09 pm EDT

AT least you got them, even though they were useless. Eye buy direct took my money and didn't send glasses at all. Fortunately, I paid through pay-pal and have filed a claim. They are a rip-off in my opinion

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1:02 pm EDT
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EyeBuyDirect Defectice glasses

Bought a pair of rimless glasses from them. Only wore them once or twice a week for 9 months and the arm fell off. All i wanted them to do was loosen the screws and put the arm back on. They said they couldn't do it and that their guarantee was ony for SEVEN DAYS! Then they hung up when I started to complain! I will NEVER buy from them again!

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KENNETY E. PERRY
San Angelo, US
Oct 11, 2012 8:39 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We puhchased a pair of your glasses, order# 2229417, the right ear piece was broken. They said they would make another pair. They sent a Return address & the numbers.We mailed the glasses to the place where they told us to. Now that we have no glasses, they say they can't make another pair like we had. They said they could not replace the glasses with the same polybycorbenent lens we paid for. Is this the kind of company we are dealing with? If you can't replace them with what we paid for, then return all of our money with all the freight charges we have paid for. I would like to talk with someone from EyeBuyDirect instead of someone in the Philiapens?KENNETH E. PERRY- Telephone# [protected]. Respond soon as it has been a month of flustration.!I

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Black Big Bill
, IQ
Nov 03, 2010 10:37 pm EDT

oh god i have ordered 2 pair of glasses over 3 weeks they say the glasses are in the laboratory and a order takes 2 weeks maximum
i am now 3 weeks should i worry have i lost my money ...

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tearsatearsa
Lithia Springs, US
Oct 07, 2010 10:23 am EDT

I order some eyeglasses, When they arrive was wrong rx, so I send them back with doctor order for another pair, Weeks went by so I email company, They need a doctor order fax to them which I already send a copy but fax it in again, Now two weeks later email about eyeglasses, now they need more money. Emai again the eyeglasses are precessing, I ask for money back or eyeglasses, Guess what? The company send me the eyeglasses I send back Dawn

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9:30 am EDT
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EyeBuyDirect Poor service

this was the most fustrating buying experience i have ever had! first off, this covered a period of 2-3 weeks in august that i tried to purchase eye glasses on line. the eye buy computer system kept rejecting my credit card because i had a different billin/delivery address. i'd get the info entered, and would get kicked off the system. this happened five to six times. i tried calling them at many different times to get help and got "leave a message" . when i did leave a message, they got back to me only once that i can remember. there posted hours available were inaccurate cause they operated 9-5 EST. when they did call back it was at supper time. Finally got the order placed and they sent the order to my billing address and it was returned to the company. it would have cost me an additional delivery fee, so i just canceled the order.

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clak
, US
Dec 23, 2010 2:21 pm EST
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I bought glasses from eyebuy direct and took them to my optometrist to analize. He told me to throw them in the garbage as they were unsafe because of the long screws behind the lenses and they were also not my right prescription. I returned them and asked that the screws be cut shorter plus change the lenses because I couldn't see out of them. They sent me back the new " fixed glasses" but I still cannot see out of them. Besides all that I ordered a thin glass according to the web site saying "Most popular" and they are too thick and certainly thicker than any lense I have ever had making them very heavy.

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12:00 am EST
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EyeBuyDirect No refund received, no answer

I purchased a pair of eyeglasses that were clearly marked appropriate for bifocals. Three days later I received an email saying they were not. I asked for a refund because I couldn't find a pair that I liked. I still do not have the refund and cannot get anyone to answer my emails anymore.

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edna colcord
, US
Jul 11, 2023 3:51 pm EDT

Recently purchased two pairs of glasses from EyeDirect. Have been getting a consistent five or more emails daily ever since. Report them as spam but everyday the ads pour . I will never order again if this not resolved. Terrible marketing. How many people need constant glasses.

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CaliCathy
Colfax, US
Feb 23, 2010 9:52 pm EST

They did this exact same thing to me and they also hang up on your call and somehow (if they have your number from caller ID will have it auto directed to a VM!)

I DON'T EVEN THINK THEY'RE IN THE USA, I think they're operating out of the country and don't seem to care about credit card charge backs!

RIP OFF PEOPLE FOR NEXT TO NOTHING !

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pegg
Jacksonville, US
Dec 15, 2009 4:07 pm EST

I brough a pairs of glass for myself and my sister .waited for 3 weeks didn't receive a pairs of glasses, try to call them so many times no one pick up the phone . I'm so upset

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robert watson
fairborrn, US
Apr 19, 2009 4:50 pm EDT

When the merchant breaks the agreement or refuses to comply with its stated guarantee of satisfaction, that is the time to call the credit card issuing bank and tell them you are rejecting the charges for that purchase. (That is why it's important to use a credit card in making any internet purchase! And keep in mind that there is 60-day timeframe in which the charge has to be challenged. If the merchant is dragging out the order to cross that threshhold, cancel the order and go elsewhere.)

JustSayNo
JustSayNo
Charleston, US
Apr 05, 2009 4:37 am EDT

Keep contacting them... Call Them! Or, contact your Attorney General!

EyeBuyDirect Customer Reviews Overview

EyeBuyDirect is a popular online eyewear retailer that offers a wide range of affordable eyeglasses and sunglasses. The company has received numerous positive reviews from customers who appreciate the quality of their products, as well as their excellent customer service.

One of the most commonly praised aspects of EyeBuyDirect is their affordable prices. Customers appreciate the fact that they can purchase high-quality eyewear at a fraction of the cost of traditional brick-and-mortar retailers. Additionally, many reviewers note that the company frequently offers discounts and promotions, making their products even more accessible.

In terms of product quality, EyeBuyDirect receives high marks from customers. Many reviewers note that their glasses are well-made and durable, with lenses that are clear and easy to see through. Additionally, the company offers a wide range of styles and designs, making it easy for customers to find a pair of glasses that fits their personal style.

Another aspect of EyeBuyDirect that customers appreciate is their customer service. Many reviewers note that the company is responsive and helpful, with representatives who are knowledgeable and friendly. Additionally, the company offers a generous return policy, allowing customers to return their glasses for a full refund if they are not satisfied.

Overall, EyeBuyDirect is a highly regarded online eyewear retailer that offers affordable, high-quality products and excellent customer service. If you're in the market for a new pair of glasses or sunglasses, EyeBuyDirect is definitely worth considering.
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ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with EyeBuyDirect Customer Service. Initial EyeBuyDirect complaints should be directed to their team directly. You can find contact details for EyeBuyDirect above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about EyeBuyDirect. Discuss the issues you have had with EyeBuyDirect and work with their customer service team to find a resolution.