Reply from The Sunglass Fix
Hi Henry Thank you for your feedback. We are sorry for any misunderstanding and appreciate the chance to clarify. You didn’t submit an order for lenses. Instead, you submitted an order for our Exclusive Custom VIP Offer, which was the option available for your specific brand and model of sunglasses. This VIP service is designed for frames that don’t yet exist in our system as a lens pattern. It allows us to create a custom pattern from your frame so we can offer replacement lenses to you and others in the future. We provide this at a heavily discounted rate, and in some cases, it’s completely complimentary depending on lens type and colour. As part of the process, we always request a photo to verify the frames before moving ahead, especially when the service is being provided at little or no cost. It’s clearly outlined on our website that this is a custom order requiring you to send your frames to us, and our follow-up emails explained this as well. You have since requested a full refund, which we issued immediately, so the matter is now finalised. We hope this clears things up and we're here if you need anything else. Regards Lana Customer Care Team at the Sunglass Fix