Reply from The Sunglass Fix
Hi James Thank you for your feedback. We are sorry to hear you didn’t receive your lenses. The first we heard about this issue was when you initiated a chargeback with PayPal. Upon investigating, we confirmed that your order had not arrived, with tracking showing it reached the US but was not delivered by FedEx. We immediately offered to reship a new set of lenses with complimentary express shipping or issue a full refund. However, you chose to escalate the matter and proceed with the chargeback. The case was resolved in your favour, and you received a full refund. Additionally, we paid a $10.00 chargeback fee to PayPal, which was above and beyond the cost of your original order. We understand your frustration and apologise for the shipping issue. Unfortunately, your postal system in the US let both of us down, as the package was never delivered nor returned to our facility in Australia, indicating it was lost in transit. While we do our best to ensure smooth delivery, we have little control over postal and delivery services once an order is in transit. We believe your review is somewhat unfair. While we understand your disappointment in not receiving your order, it's important to note that you were fully refunded and did not incur any costs. We took all possible steps to resolve the situation promptly and fairly. Regards Lana Customer Care Team at the Sunglass Fix