Reply from The Sunglass Fix
Hi William, I'm sorry to hear about your situation. We understand with The Sunglass Fix now offering over 140,000 different lens models, shapes, and flavors and still being a relatively new repair concept, mistakes can happen. From time to time, even with years of experience, tight controls and quality assurance programs, we make a mistakes. We measure every mistake we make and report on them regularly so we can constantly improve our complex data driven, precision business. We also fully understand customers may accidentally order the wrong lenses too. Maybe the wrong size, model, or colour. However, most customers think we have one of the best policies for handling these unfortunate situations and we do try to make this clear on our website. Our overall goal is to get the customers sunglasses repaired. We offer a no question 6 month return policy. People from the 140 countries around the world that we serve can simply return the lenses for a refund. Doesn't matter if they ordered the wrong lenses, hate the colour, or just decided on another option. However, most customers work with us to try and save their favorite sunglasses. Therefore, we just need to figure out what frames the customer has. A photo of your model number and size works best. Normal Resolution Options: 1) If we can validate that it was a mistake during our order processing process we will get it resolved immediately and get out another pair right away. 2) If a customer mistakenly ordered the wrong lenses we will start an exchange immediately. We normally send out what they need right away while the customer returns the incorrect lenses. While we wish we could offer free return shipping from every country in the world back to us we can not. In most cases we've already paid for the shipping of the incorrectly ordered lenses and will pay for the 2nd shipment, correcting the order mistake. We need customers that made a mistake to ship lenses back to us as we can not have agreements with every country in to world for returns. I know of no company that does. 3) If we can't work out what the customer needs all we can do if offer two things. - A refund on return as mentioned above - The Customer to send in their frames and original lenses and the lenses we sent out. We will have our technicians work out exactly what you require and install lenses and return the frames for you. Again, most all options outlined above are geared towards helping you repair your sunglasses. If you can think of some way we cold have handled your situation or future customers problems better in the future please let me know. We spend a lot of time trying to make this process better for everyone. Since I don't have any information about your order or a last name I am unable to contact you beyond this reply to help you. I would suggest that you reach out to our care team at info@thesunglassfix.com.au as I'm sure they will offer you these options. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix