OpticsFast
Complaint 72703 Details

I posted full details including all my correspondence at http://poetr1x.blogspot.com/2012/02/review-beware-opticsfastcom-which.html . The customer service rep asks sites to take down negative reviews, claiming they're inaccurate, but you can see their behavior is exactly as I describe it here. They claim they have high-end items they don't have, then when you order, they claim the item you ordered was damaged; they then offer to let you select another item, at a discount. Other people have gone several rounds with that, as each glasses frame they want is mysteriously unavailable, and some have eventually received incorrect or even used items. I asked for a refund and not only has OpticsFast refused to process it, but their customer service person, "Becky S." keeps telling me she's going to send me just the lenses, and charge me for them, although I've repeatedly told her not to do so. Other reviews suggest that this is a standard tactic, because if they send you anything and you take delivery of it, it's much harder to get your bank to dispute the charge.

In detail, then --

Shortly after I placed my order with this company, "Becky S." wrote me to say the frames I wanted were not, after all, available. The pair they had was supposedly damaged and the manufacturer is discontinuing the style. She offered to send out a "network alert" to affiliated stores to see if they had the frames on hand; I responded to let me know what they found out, but that if they can't get my frames, to please cancel my order and refund my money.

This set off the loopiest email sequence I've ever had with a business. "Becky S." counteroffered to send me the lenses and refund me for the frames only. I said no, because they don't do me much good without frames. She tried to argue with me and then said she didn't want to lose money on the lenses, which is not really my problem. She claimed she could lose her job over this, but judging by the other reviews online, she's kept it through plenty of similar behavior, so I doubt that very much -- and even if it were the case, also not my problem! All I want is the glasses I ordered with minimum hassle.

I insisted that I wanted a full refund and she finally said "Ok," without any explanation of when that would be processed. A short while later, she wrote me again, saying that they had decided to send me the lenses and refund me for the frames -- which I'd already told her wasn't acceptable. I fully believe they never had the frames I wanted at all, and their whole angle is charging people for things they don't want and can't use.

I'm out $320 to a rampantly incompetent, untrustworthy company, and I still need new glasses. Nothing yet to indicate they're actually processing even the part of my refund they offered. Worst customer service experience I've ever had. DO NOT ORDER FROM OPTICSFAST.COM.