Service is horrible. I have emailed, called and, now, used the live chat. I placed my order on May 7 with expedited 3 day shipping and have still not so much as received a shipping/tracking number (July 5); had I done more research on this company I would not have ordered from here. First I got an email saying that the frame I ordered was the last one in stock and flawed; the company would be willing to let me purchase a different frame for the same price even if it was more expensive. I looked nothing that I really liked as much so I replied saying that I would be willing to wait for them to re-order it from Burberry.
I thought everything was settled. I was horribly mistaken, I waited another week then called their number listed on the website. When I called the first time, or rather the first time I was able to speak to a person, they claimed not to have gotten any of my emails, which were all replied to I might add. Then they said they needed my credit card info again I refused saying that I placed my order online and you should have all my information already. Then she backtracked and said that they still had the information they needed and but that unfortunately since they had no record of my reply to their emails, my frames still did not have their lenses. However this should only take 2-3 days as the frames should at least not be in backstock by now. That was close to a month and a half ago. Ridiculous. Called back again no response, hung up on, no response, system is down. Tried to use the chat, didn't connect. Tried again today asked about my order, she said it was in back stock and that it would ship in 2-3 weeks.
In short, they seem to be well priced in the beginning but the hidden fees lie in the utter lack of product, the time wasted and their bogus shipping and return policies.
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