Asking for additional delivery fee
Ordered my glasses on 7th of July. Made one purchase but since it was advertised that the shipment in free of charge, made a second one. On 17th of July received an email from the customer service that due to “tax reform” my order was returned (this clearly is a lie, it wasn’t even send out yet, the quality check appears to be done on 14th of July and order reviewing was made on the 17th of July). They offered to send it via DHL and I confirmed and asked to combine both orders and send it as one. In the next email I received a PayPal link and a message that I need to pay extra 60$ for this shipment. I asked to provide an invoice, they answered it’s not possible to provide it. Also asked, why the website says the DHL shipment costs are 29,99$, but I’m asked to pay 60$, without any invoice. The answer was - I have two orders. UPDATE: I placed my order a month ago, and I am still empty-handed, it has turned into a month-long cycle of blatant dishonesty. After I agreed to pay extra for DHL shipping (29€) just to get my glasses, the service went from bad to worse. I have been stuck in an endless loop of being told my glasses are being "re-customized," even though it was said at the beginning that the glasses were already shipped and returned, turns out the package hadn't ever been shipped!!! Now, they have reverted back to the claim that my lenses are in "customization" for another 3-5 business days. It is obvious that these are just stall tactics; they are recycling the same "customization" scripts every time they need to buy more time. Even more concerning is their behavior regarding feedback. Their customer service team has spent more energy constantly asking me to delete my negative review than actually solving the issues holding my order hostage. They seem far more focused on cleaning up their online reputation than actually delivering the product I paid for. I’ve wasted a month, paid extra for shipping, and I’m still no closer to receiving my glasses. Save yourself the headache: do not EVER order from this company.