Reply from The Sunglass Fix
Hi Boyd, I do have to apologise. Your situation was tough and we have been impacted by vacation schedules and people out with Covid. While it's another excuse it's all the more reason our processes work when followed but things outside of those processes take a long time to address. Your sending in just your original lenses doesn't work. We can not test if the lenses fit and 9 times out of 10 they won't. It can take many attempts to get a lens to fit perfectly when we custom make them and we are seldom lucky enough to get it right the first time especially from a lens to lens process. Also, we work with customers like yourself from all around the world to return and exchange lenses ordered incorrectly. Additionally, with Global Shipping problems we are receiving hundreds of shipments back each month for non delivery, especially from Europe where they have introduced new VAT laws. Therefore, some weeks we need to process hundreds of inbound mail packages. Therefore, we are struggling very much to keep up with what we call lower priority returns and exchanges as most of these packages do not require customer attention, just restocking. However, if a customers items come in the same packaging they can be prioritised incorrectly which is what happened with both the original lenses you sent in and the frames you sent in our lens only packaging. We did use your tracking number and after manually going through all the inbound returns and exchanges 3 times were finally able to locate your package based on the tracking and get it to the technicians to make you a pair of lenses for free in light of the incorrectly ordered lenses you selected. This should be completed shortly and the frames will be mailed back to you. We normally turns these jobs around in a week, but as mentioned, Covid and vacation schedules may be impacting our normal quick turn around times. Again, this is not our standard operating quality level and we are not proud of how we are operating at present but have to do our best to manage in light of the circumstances. I hope you understand. Again, I'm sorry it's been disappointing for you this time around and I'm sure we'll get back to normal soon. Thanks, Craig Anderson - CEO and Founder of Sunglass Fix