Friendly and enthusiastic, but they need to work on processes, communication & customer service

I live outside of U.S., and ordered glasses after viewing at a show. As per standard process, since I was in a remote location, they used a set of selfies to fit the frames. From order to delivery, took a long time (6 weeks). Lenses worked well, but the frame fit was off - why: because they didn't advise me on exactly how to take the selfie (that is - that I should move my hair so that they can easily view my ears). Rather than asking me to retake the selfies, they made frames that didn't fit properly. When I asked why they didn't teall me to retake the selfies, there wasn't an acceptable offer. They quickly offered to remake the frames but through a series of postal system problems, I still don't have a pair of glasses that fit and now communication between us regarding next steps has been unsatisfactory. Personally, I would never buy eyeglasses online again. Not happy and they were expensive.
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1 comment
#1206438

As a young company we have definitely grown. So far we are the only company that has developed an online fitting system and we're very happy with the results. Reach out to us any time and we'll resolve your issues.

-CJ

Creator of Sire's Crown qv

ID
#824553 Review #824553 is a subjective opinion of poster.
Product
Sires Eyewear Eyeframes
Pros
  • Quality of lenses
  • Products
Cons
  • Reliablity of method for frame fitting remotely
  • Turnaround time

Sires Crown Eyewear ordered glasses 6 months ago, still haven't received.

Customer service is awful, turnaround time is absurd. I ordered my glasses back in August of 2015, it is now February 2016 and I still have not received my glasses. I had to send them the artwork several times as they kept "Losing it". They finally sent me glasses back in November but had the wrong artwork. I immediately contacted them and they wanted me to send the glasses back, I said I couldn't as it takes too long for them to make them. Again I had to send my artwork twice. They've emailed me a few times saying they were either almost finished or finished, yet I still don't have my glasses. This company is a joke!
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2 comments
#1139567

Similar poor customer experience. Ordered in December '15...due to various screw ups, still no glasses (as of April 5 '16).

Glasses actually arrived at the beginning of March, but frames didn't fit properly, so needed to be re-done (which they did willingly).

Some of the screw ups were not their fault but the initial one was - they failed to get the right photos to fit the frames properly, when all they needed to do was ask for another photo (rather than guessing the distance from my face to my ears :-( ). When I suggested that all they needed to do was ask, there was a pretty lame excuse for not doing so.

Poor communication.

#1206440
@PissedConsumer1139567

Would love to resolve these issues. Last year we went through a horrible manufacturing issue that caused several frames to come back and created a mountain of customer service needs. Truly apologize for the lame experience I know we can give you a better one next time if you give us a shot.

-CJ

Creator of Sire's Crown qv

Ask for me specifically

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ID
#792723 Review #792723 is a subjective opinion of poster.
Location
Tampa, Florida
Cons
  • Turnaround time
Reason of review
Poor customer service
Loss
$350
Preferred solution
Full refund

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