What’s your problem? Not seeing a refund from Globaleyeglasses.com

Question: After researching every online eyeglass site, I selected Globaleyeglasses.com for new lenses for my own $400 Oliver Peoples frames.

It was difficult to find a site that would put new lenses in my own frames. I needed progressive bifocals, sent a copy of the prescription and ordered Varilux polycarbonate Essilor lenses which the company assured me they had at a cost of $164, including $6 for shipping and $5 insurance.

I was nervous about sending my frames to an unknown location in Georgia, so I purchased the lenses via Paypal, thinking my purchase was protected. I sent them via UPS only to have UPS contact me a few days later saying that there was no such company at the address they gave me. I contacted the company via their 800 number and should have been immediately suspicious when there was no automated system or normal customer service assistance.

A man named Kevin told me that the address on their site was incorrect. I paid UPS an additional $10 to redirect the shipment of my frames to the correct address. By now a week had passed and when I finally received my glasses with the new lenses three weeks later, I was unable to see with them. My ophthalmologist confirmed that the prescription was totally wrong and the lenses were not Varilux, but a cheap imitation.

I tried to get a refund through Paypal but was unsuccessful. I then spent weeks going back and forth with Kevin, who agreed to send me a refund.

I sent the lenses back to them via certified mail only to have them returned to me a few weeks later stamped unclaimed. To this day I have not been successful in getting my refund and fear I never will. The company continues to send me email promotions but I have never been able to get any serious customer service satisfaction or my money back. If you are able to help me I would be very grateful. — C. Reed, New York

Answer: While there are a significant number of reviews that rave about Globaleyeglasses.com, you’ll also find a few that call the company “incompetent” for botching their prescriptions. Careful research would have revealed these mixed reviews, and might have given you a moment’s hesitation before ordering your lenses.

I can understand why you’d want to order glasses online. The markup on lenses is reportedly between 100 and 300 percent, and for frames it’s said to be as high as 1,000 percent. If you can save some money by doing business with a website, why not?

Well, now you know why not.

Although many people can save money by buying lenses online, you can encounter some real problems — insurmountable problems — when the product isn’t to your liking.

Let’s rewind to the start of your purchase and run through all the red flags. You were nervous about the transaction, there was no automated system, the address was wrong, the return package was unclaimed and the many promises of a refund were not honored. These are all signs of trouble, and if you ever encounter the same warnings with an online business again, don’t walk away — run.

Also, use a credit card, because you have some protection if your product doesn’t meet your specifications. With PayPal, not so much.

I contacted Globaleyeglasses.com on your behalf, but it didn’t respond. I’m afraid your money is gone.

(Photo: orangea cid/Flickr)

  • BillC

    Since they are still in business she should complain to the BBB and see if there is something she can do at the state level.

  • http://profiles.google.com/vanbakel Rogier van Bakel

    I have no connection to this industry other than as a consumer, but I’d be careful about tarring all online glasses stores with the same brush. There are many that do exactly what you appear to find suspicious — offer really low prices, mostly — and that deliver as promised. I’ve been buying prescription glasses online, both regular and sunglasses, for years now, from 39dollarglasses, goggles4u, and a few other stores, at terrific prices and with a full money-back guarantee. I’ve received great frames and lenses for under 25 bucks. They are the functional and style equivalent of the $300-$400 pairs I used to get at Lenscrafters stores (and other brick-and-mortar retailers where sometimes the prices were even more outrageous).

    FYI, there’s a blog dedicated to the online glasses industry called Glassyeyes. It has devolved a little bit into a discount-code site (with less pertinent, thoughtful info than it used to have), but it’s still a decent jumping-off point for people who’d like to find out more. http://glassyeyes.blogspot.com/

    As for BillC’s suggestion, the BBB has gradually squandered virtually all its credibility by becoming a pay-for-play organization that is more interested in making money in various uncouth ways, including shaking down merchants, than in protecting the interests of customers. Don’t take my word for it, watch this Brian Ross 20/20 investigative piece from ABC TV: http://www.youtube.com/watch?v=0w6Oick8x48 Or you can read this Slate exposé if you prefer: http://www.slate.com/articles/business/the_customer/2010/12/busted_watchdog.html

  • Elmo Clarity

    I’m curious as to why Paypal is not covering it? I would suggest filing a claim with whoever was used to pay Paypal. I have had problems with them in the past and was able to get a charge back on Paypal.

  • Jlgarland

    Paypal has always been great for refunding my money if there is a problem and you are within their timeframe for making a claim. Even Tom-Tom when I paid for a map update that they didnt furnish. Paypal got my money refunded.

  • Anonymous

    I’m absolutely gobsmacked that anyone would send a cherished pair of $400 frames to a company that was completely unknown and untried by himself or at least one friend.  I would say you have completely lucked out getting the frames back and not being out that $400 on top of the money spent for the useless lenses. 

  • MikeS

    My daughters and I have ordered online successfully several times with the optometrist verifying the glasses being correctly made.  We also jumped off from glassyeyes. 

    We have never sent in a pair of frames though so that might be part of the problem.  They may have done a bad job of setting up the lens grinding machine. 

    Mr. Reed did get a bum deal.

  • Duckladynh

    I would report this company to the Georgia Attorney General’s office. As an afterthought I’d report them to BBB, a rather toothless organization which does at least maintain a public record of complaints.

  • CReed

    I did to no avail.

  • CReed

    Paypal, it turns out, does not cover any purchases that are not eBay related since they are now owned by eBay. That was a surprise to me too!  I should have just used a credit card.  Lesson learned.

  • CReed

    Christopher had to edit my story but I did research Glassyeyes quite
    thoroughly and even communicated with the blogger about
    Globaleyeglasses.com. There were no red flags about them at the time,
    nor were there any negative comments on their nascent website which has
    become a lot more sophisticated since my experience with them.

    I tried contacting the BBB but as you say, their credibility has long
    since diminished and my efforts got me no where.  At least I got my
    original frames back.  I would have been REALLY p****d if I hadn’t! 

    My point in offering this story was to alert as many people as possible to NOT do business with Globaleyeglasses.com.

  • CReed

    Now there’s a good suggestion! Thanks.

  • Anonymous

    BBB is worthless.  Try the State’s Attorney General.

  • Meddlak

    Small claims court. Take them to the People’s Court or some other public show so the world will know that Kevin and his fake company are scam artists.

  • CReed

    I’ve reported them to the NC Justice Dept (they seem to have relocated their mailing address from GA to NC although lord knows where they actually are since their phone # is a GA area code).  Next, I’ll try the GA AG.    Maybe I should try Judge Judy ;-)