DesignerOptics.com

We're sorry to hear about your experience and understand your frustration, especially with your upcoming deployment. After reviewing your order, we confirmed that the frame you selected was on manufacturer backorder at the time your order was placed. This information was displayed on the product page and included in the order confirmation email. During your call, our representative explained the backorder status, the expected manufacturer availability, and the additional time required to produce your custom prescription lenses once the frame was received. During the conversation, you acknowledged the information provided and did not request that the order be canceled. Instead, you asked when you could expect the order to arrive due to your deployment schedule, and our representative provided the most accurate timeline available at that time. We understand this timeline did not meet your needs, and we regret that the delay caused disappointment. Your feedback regarding the visibility of the backorder notification and your overall experience has been shared with our team as we continue working to improve our communication and service.

We're sorry to hear you're dissatisfied. After a thorough review, the carrier's records confirm that the package was delivered to the shipping address provided on the order and was signed for upon delivery. Based on this confirmation, we were unable to substantiate the claim that the package was not received. We understand this is frustrating and remain willing to review any new information that may help clarify the situation.

We're sorry to hear about your experience. We'd like to look into this and help resolve the issue. Based on our records, if a returned item is received and processed at our warehouse, a refund is typically issued shortly thereafter. To investigate what happened in your case, could you please provide your order number or the email address associated with the order? Once we have that information, we'll review the return and refund status and follow up with you directly. We appreciate the opportunity to look into this for you.

Thank you for your feedback. Your return was received, and the refund has been processed. We apologize for the delay in communication and appreciate your patience. Best regards, Designer Optics Team

Hi Kristen, We’re sorry to hear about your experience and understand your frustration. Prescription lenses are custom-made to each individual order, which is why they fall under our non-returnable policy—this is standard across the industry. That said, we understand your concerns regarding the tint and how it appears in your selected frame, as lens size and shape can affect how gradients are perceived. Your feedback is important, and we’re always working to improve how we communicate these details more clearly. If there’s anything further we can review for you, please reach out to us directly—we’d be happy to help.

Hi, Thank you for your feedback. We sincerely apologize for the delay and the confusion around shipping timelines. This is not the experience we aim to provide. We appreciate your patience and are actively working to improve our communication and fulfillment process moving forward.