Complaints for Goggles4u Eyeglasses California in Cerritos, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Goggles4u Eyeglasses California

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10/7/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $55.00 Amount Settled: $0.00

Customer Complaint

9/23/2024

The order was suppose to reflect UPS shipping and 2-Day Rush because that is what I put when I placed the order. I called to correct the issue as soon as I saw the mistake on your end. I was told that I can't do 2-Day rush on that frame..... yet when I called and spoke to supervisor today, I was told that they can cancel my order and redo the order but I would have to pay for shipping again. When I refused to pay more shipping and asked to speak to their manager, I was told that nothing can be done about it. When I asked about the other manager telling me they could cancel and reorder if I pay shipping, I was told that the other manager never said that to me. At this point, I just want my money back or my glasses on 2-Day rush like I ordered. Update: I finally received a package from the company, however it was a pair of women's glasses that are neon pink. I asked for refund or to be comped with a 2 day rush pair. They told me to send a pair 2 day rush order I have to pay them more money or I can exchange the wrong pair they sent me. Once they receive the pair they will send another pair to me. That process takes over a month. I just want my money back or a pair sent to me 2 day rush at zero cost because it was their mistake Resolution Sought I would like the business to refund my entire order. I ordered on 9-11-2024 and was suppose to have my glasses by 9-16 latest.

Company Response

9/30/2024

Hello Brandon, Hope you are doing well. First and foremost, I would like to apologize for the unpleasant experience you had with Goggles4u. After reviewing the case thoroughly, it was found that the order was originally placed using regular service with priority shipping method which has the normal turnaround time of 10-12 business days. The amount charged was also in accordance with the pricing in regular service. This information is available in the order invoice sent right after placing the order and also in your Goggles4u account. The order was placed on 11th September and we were contacted on 17th September regarding the issue. By that time, the order was already produced and sent in a drop shipment from our overseas production facility due to which we were unable to amend or cancel the order. This is indeed not good to know that you have received incorrect glasses. Regretfully, we were not able to verify it from our end as we didn't get the product in return. A replacement was offered to you in order to address the issue however, since you were interested in a refund instead, we acknowledged the request and refunded the whole amount without having you return the unsatisfactory pair back. The amount was refunded back under the transaction ID "6bk99wjz" and it should reflect in your statement within next couple of days. Our sincere apologies for the overall inconvenience. Hope to serve you again in a better way. Regards, -Goggles4u

Customer Rebuttal

9/30/2024

When I finally received the package, I immediately called customer support to let them know it had been received. While on the phone with customer support I opened the package. Inside was a black goggles4u case, upon opening I saw the inside was bright pink, had a pink cleaning cloth and pink glasses which I told them. I was asked to provide pictures to prove what I was saying was true. I sent the photos while on the phone like asked. I confirmed that you got the photos and you told me that you would would send a replacement pair. I asked if you could possibly send them 2 day rush as compensation. I was placed on hold and then told that after speaking to a manager I was to send the glasses back and once you've inspected them which is a two week process you would send a replacement pair the same method as last time which takes another 2 weeks. I said I was not satisfied with that solution and was going to turn them in to the BBB but instead of finding a solution I was hung up on. 2 hours later I received a call from support saying you would refund me. I asked for a pair of glasses because I need them and have been a customer for 5 years. You said sorry that's all you'd do.

Company Final Response

10/3/2024

Indeed, we were notified about the problem right after the glasses were received and we were willing to send the replacement using the same service at no additional cost. Unfortunately, it was not possible to send them through rush service because of the significant price difference. A return was required as per the policy to launch an investigation regarding the issue. However, it was exempted considering your satisfaction and a full refund was issued without a return. We are highly regretful for the bad experience.

8/16/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $15.00 Amount Settled: $0.00

Customer Complaint

8/8/2022

Ordered some glasses and they never came. They keep telling me they on the way but haven't received um. Resolution Sought Do better.

Company Response

8/9/2022

Hello Jermiesha, Hope you are doing well. First and foremost, I would like to express my deep regrets for the dissatisfaction you had. The order was placed using standard shipping method which has the normal turnaround time of 14-21 business days. The order was completed on time but unfortunately, the shipment got stuck in customs which resulted in an unusual delay. Luckily, the shipment got released few days ago and we dispatched your order using USPS on high priority basis. We see that the glasses have been delivered on 8th August under the USPS tracking # 9400111108070804314927. Hope that you are happy with the glasses received. Our deepest regrets for the overall inconvenience caused. Regards, -Goggles4u

Customer Rebuttal

8/10/2022

I still haven’t got my glasses

Company Final Response

8/12/2022

Hi, The glasses were delivered on 8th of August as per the USPS tracking provided above. If you have not received them, please get in touch with local post office. Please keep us posted with the updates. Regards, -Goggles4u

Complaints and Resolutions

Goggles4u Eyeglasses California complaints