FramesDirect.com
reviews and complaints

The customer service experience was great, thanks to one of the agents. But unfortunately a few bad things happened that ruined my opinion about this company. Also take advantage about their prices. Prices are too high and you can find the same items on other sites. Other sites have better customer service and prices. I received my glasses with and one lens had a scratch it. I returned the glasses and asked them to repair the lens. There was no problem with that, but when I got them back the scratch was still there. They did nothing at all to remove it and just send them back to me. I called them, told about the situation and asked for some advice. They told that I can send them back the glasses for the second time. The glasses have to be returned to one office and then sent across the country to the lab. But I never got them back. I guess they decided to just not do anything to fix the problem. The customer service has seemed to be helpful, but it wasn't.

I ordered my son a pair of Ed Hardy frames with lens and the frames had manufacture defects and the Frames Direct said they would not replace them because the warranty is just the hinges and the nose pieces, only things on the frames that are movable. Well the pins came out of the left hinge and the earpiece completely separated from the frames.You can see the wire and they are still connected to the frames.This is poor workmanship from the manufacture and should be replaced but they are not doing this. The warranty for frames covers manufacturing defects but not damage induced by the wearer or due to excessive conditions such as heat, moisture, breakage, etc.My son is in prison and he doesn't have any access to anything that can remove the pins nor cut the earpiece.And besides why would he want to. They are giving me ### excuses not to replace the frames or repair them.These glasses cost me $300 and they were the sale price so they are not cheap frames and should last longer than this. They actually tore up with in months but he continued wearing them until they started bothering his eyes and it is a lot of trouble in returning the glasses to me to send back to Frames Direct and go through all this process so he waited as long as he could but it was still within the 1 year warranty. I sent them back 9 months of him receiving them. They should honor the warranty and quit trying to get out of it.My order number is 20219. Kathy Hamitlon [protected] [protected]@yahoo.com

I received my frames within a week of placing my order. Although they promised shipment 1-2 days following the order placement, they shipped within 3 days.

I did the "free" shipping option which meant USPS Parcel Post. This item arrived within 2 business days. The closest shipping option to that was USPS Priority Mail for $7.99 which takes 2-3 days. I saved the $7.99 and got the frames in the same amount of time as Priority Mail.

Unfortunately, Frames Direct does not give you specific shipping options until you get to the final checkout page. I like to know my shipping options BEFORE I go to the final checkout.

The frames were exactly what I ordered, but I wish Frames Direct would be more honest about actual shipping times.