DesignerOptics.com

Hi Sarah, thank you for the feedback. To clarify: prescription lenses are ground and edged to fit the exact shape and size of one specific frame, so they can't be moved into a different-size frame — choosing a new frame means new lenses have to be made from scratch, which is a real cost, not an upsell. We offered a discounted price on that new pair, and a refund on the frame was also available if you preferred not to reorder. We'd like to revisit this with you directly — please reach out at 718-412-0407 with your order number. — Designer Optics Team

After reviewing your order, we found that the sunglasses you received matched the model that was ordered. Your return was processed as a standard customer-choice return rather than due to an incorrect item. As outlined in our return policy, the cost of the prepaid return label is deducted when our label is used. As a courtesy, however, we waived the $9.95 return label fee and refunded it back to you. We strive to provide accurate products and fair resolutions, and we appreciate your feedback. If there are any remaining concerns, please contact us at [email protected] or 718-412-0407

Hi, thank you for sharing this — we're sorry to hear about the trouble and take this feedback seriously. We'd like to clarify one point: the service fee tied to a warranty claim isn't a repair charge or an assumption of fault on the customer's part. It's a standard warranty service and handling fee that covers processing the claim with the manufacturer, labor, and shipping the frame to and from them — it applies the same way regardless of whether the manufacturer sends back a new frame or repairs the original. We can also confirm that, as discussed directly, we're moving forward with a brand-new frame replacement under warranty rather than a repair. We'd like to finish resolving this with you directly — please reach out at 718-412-0407 or reply to our most recent email. — Designer Optics Team

Hi Eiríkur, we were unable to locate an order under the name used in this review. Please verify that your order was placed with Designer Optics. If it was, please contact us with your order number or email address. Please also note that next business day delivery refers to the carrier's transit time once the order has been shipped.

Thank you for sharing your feedback. We're sorry to hear that you were disappointed with your warranty experience. Our warranty process follows the manufacturer's authorized service procedure. While your concern was acknowledged, the manufacturer requires authorized retailers to submit warranty claims through their service program, which may include a processing fee depending on the brand and the type of claim. This fee is not charged for the repair itself but covers the manufacturer's warranty handling process. We understand your frustration and appreciate your feedback. If you would like us to review your case once more, please contact us with your order number at [email protected] or 718-412-0407. We would be happy to see if there are any additional options available.

Thank you for your feedback. We understand your frustration and regret that the processing timeline was not clear. The estimated 1–5 business days displayed on the product page applies to the frame itself. Because your order included custom prescription lenses, additional lab processing time was required, as noted on the product page before checkout. Prescription lenses are custom-made and must be surfaced, edged, and quality inspected before shipment. We understand that this may not have aligned with your expectations, and your feedback is valuable as we continue to improve how we communicate processing timelines to our customers.

We're sorry to hear that your experience did not meet your expectations. After reviewing your order, we confirmed that, as a courtesy, we accepted your return even though it was outside our 14-day return window. In accordance with our published return policy, a $9.95 return label fee was initially deducted from your refund. As an additional goodwill gesture, we also refunded that $9.95 return shipping fee. We appreciate your feedback regarding the product description and the information provided by our team. Your comments have been shared internally as we continue working to improve the accuracy of our product listings and customer service. We value your business and regret that your experience did not meet your expectations.

We're sorry to hear the frame did not fit as expected. Because prescription lenses are custom-made for each customer, they are covered by our prescription return policy and cannot be returned once manufactured. That said, our goal is always to help our customers find a solution. We did offer a goodwill discount toward a replacement frame, and we encourage you to contact our customer service team if you'd like us to review any additional options that may be available. We appreciate your feedback and the opportunity to assist.