TT G Ztt

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Great customer service - even though the frame I need is not available

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My titanium Silhouette frame broke, but my lenses are perfect and nearly new, so I am trying to find a replacement frame. I ordered a new frame online Jun 6th, then on Jun 7th I called them to confirm the order since it was a discontinued hard-to-find frame that I am hoping to find it "in stock" somewhere. On the phone the gentleman took my info, said he would check to see if they could get the frame, and within a few minutes he called me back to tell me that sadly they would not be able to fulfill the order for that specific frame. Though I was disappointed, I was also impressed with how quickly and professionally they handled the situation. All-in-all, I will rate that as great customer service any day!
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Pros:
  • Professional and timely customer service
Cons:
  • Could not work a miracle for me lol

User's recommendation: Great professional customer service - but can't work miracles, so be realistic

Anonymous
map-marker Venice, Florida

Help others

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If all you want to do is order frames then this place is great. However, do not have any questions or they will go unanswered. They have a teenager working the phone and she is unsupported. If she can't answer it, it won't get answered. They willfully turned their back on me when I had questions about how to order my lenses online. By the time I gave up I'd lost my savings and was pretty disappointed with the experience.
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User's recommendation: Only for buying frames

Judy G Pqp

Items missing from order

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Updated by user Jan 04, 2019

Correction to typo re company name in original review. This review is for sunoptique.com an online retailer of discounted eyeglasses, frames and sunglasses.

Placed order for replacement frames for my teenage son and added the Eyeglass Maintenance Kit for $9.99. Received frames but no kit.

Have contacted the company twice (using their “Contact us” button at the top of their webpage.) to get what I paid for, including a copy of my order confirmation, and have received zero response. The kit was an optional add on at checkout, which now seems to be a scam.

Original review Jan 04, 2019
I placed an order on 11/2/18 for a pair of replacement frames and included the optional maintenance kit for $9.99. After over two weeks I finally received the frames but the kit I paid for was missing. I wrote to the company asking for the kit that I paid for and received no response. I wrote again and still no response. Two months later, I still have not received either a response or my item. This company has zero customer service and the add-ons offered are a scam!
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Reason of review:
Order processing issue

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