Reply from The Sunglass Fix
Hi Dan, I'm really sorry to hear about the fit issue with your Tom's Memphis Sunglasses. With over 150,000 lens variations on our website we do have customers that come across fit issues from time to time. While disappointing we have become very good at helping customers resolve them as quickly as possible over the 15+ years we've been in business. We also measure every single issue we come across and track every fit issue with intentions of always trying to improve the ordering process to ensure customers get the correct size and model for their frames. We also work on a continuous basis on our edging / manufacturing process to ensure our lenses are made to order with the precision required to produce a better than factory fit. These machines typically run at an accuracy of .05mm in all 3 dimensions and are considered some of the most accurate in the industry. Regardless, we still come across situations that are rare and hard to work out such as frame variations from the manufacturer's side, warping or bending of frames, or flat out changes in a frame design from year to year. However we still have ways to help when these situations occur to ensure you sunglasses are brought back to life. I can see you reached to our care team. I can also see that you really didn't want to work with our team at all to get your sunglasses fixed. I'm terribly sorry about that as I'm sure we cold have helped. Regardless, We do have the 6 Month no question return policy. Just return the lenses along with a copy of your receipt and we will refund you in full. Craig Anderson - CEO and Founder of Sunglass Fix