FramesDirect.com

If I could, I would give it 0 stars.  I ordered frames from Frames Direct.com on Jan 13th, 2020. On their website they said it would take 3-5 business day to receive my frames.  Immediately when I ordered the frames, I received an email that the frames were in back order, which was not posted on their website. It said I would receive my frames by Jan 30th.  Jan 30th came around and no frames yet.  I called customer service and they told me that I would receive it Feb 11th. I was sending emails to a person by the name of Vickie M., E-Commerce Customer Service Optician, and she continued to lie in the emails saying that they received my order on the 30th but it was damages and they had return it to the manufacturer which was in China.  I didn't believe her. On February 11th, Angelic, another representative over the phone, told me I would be receiving it expedited in 3 to 5 business day. Then I called on the 12th, and they told me they pushed my order back to February 28th. I've been dealing with this for about a month.  I am letting everyone know to not believe the reviews on their website because they are fake.  They also misrepresent by stating they do price match, which is a lie, because when you give them the website of same frames that are a cheaper price, they do not want to match it.  Also be aware that they do not have the frames in stock, so you might want to call first to find out since their website does not indicate when frames are on back order.  They do not provide you with tracking at all.  

Can I give Zero stars? I purchased Ray-Ban sunglasses from Frames Direct but I might as well have gone to the gas station to buy some $10 glasses instead. I have worn Ray Ban for years and I'm telling you, the $240 "Ray Bans" I received from this company are not the real deal. Not even close. They refuse to accept a return unless I pay $40. Huge rip off  - AVOID! AVOID! AVOID!

f I could give them no stars I would. Been waiting for a correct pair of glasses since April 14. This company couldn’t care less that they made a mistake producing my glasses the first time then instead of expedited service to correct their mistake it has now taken longer to get the second (supposed) correct pair than it took to get the first. When I called to inquire about the status and asked to speak with someone who might expedite matters I would have to wait for 24-48 hours for a callback from a supervisor. This company has had my money for over a month and I have no glasses. Complete lack of care for customer service.

Make sure your refraction prescription is one year or less otherwise you will be charged a 10%restocking fee even though the glasses were not even made. See their policy below.
CANCEL AN ORDER
You may cancel your order for a full refund within 24 hours* of placing it by calling 
1-800-248-9427.
If your order has already been shipped, it cannot be canceled. You may still return or exchange the item (see details).
*If you cancel AFTER 24 hours you will be charged a 10% restocking fee. For prescription eyewear you will also be charged 50% of lens cost. Savile Row eyewear orders must be canceled within 24 hours of placing your order.

I was very impressed with selection. However, when I got my glasses I couldn't see clearly.  I called FD and they encouraged me to 'give them a while' to adjust to progressive lens. I called at the 1-month mark and said I still can’t see correctly and can't wear them. In full disclosure they offered that I could send them back and they would look at them. I said I can tell the lenses have the pupils placed in the wrong location, and looking at them wont help.  So they said I could take them to an eye doctor and get my PH/PD measurements taken.  So I scheduled another eye doctor appointment. Doctor confirmed the Pupil Height and Distance was placed incorrectly by Frames Direct for both eyes.  I contacted Frames Direct and informed them that a doctor confirmed they were made incorrectly.  They requested I go back to the doctor again and have the doctor put dots on the lenses where the pupils should have been and then send them back. I scheduled with doctor again. I sent them back with dots on the lenses. FD could see glasses and lenses were in brand new perfect condition and still are. They informed me that now too much time has passed and I will have to pay again to have my lenses made correctly. (but they would offer a 50% discount).

 They made them wrong, encouraged me to 'give them time' then instructed me to go back to doctor twice, then told me too much time had passed. It just feels like I was played. The Frames Direct measurement system using a CD is highly inaccurate. (confirmed by a doctor)

Fine Print at Frames Direct states if you contact them within 30 days and notify them of difficulty they guarantee replacement. I did contact them within 30 days, and followed their instructions and they still refused to replace the lenses. Again, in full disclosure, it did take me a couple months to schedule the 2 doctor appointments required due to business travel. I clearly communicated this with them and they encouraged me to still schedule the 2nd appointment and have the dots marked on the lens in the correct spots.  When I sent them back as we had discussed, they refused to correct the lenses and sent them back in unwearable condition with the brand new premium all options package including dark transitions lens that is useless. 100% confirmed a MFG error based on their proprietary CD selfie system and would have been So easy to resolve now with accurate measurements provided at their request.