Glasses work well.

Dispatch could have been as advertised

Received my varifocal glasses and they are perfect. Great savings compared to other suppliers.

So incredibly unhappy with this company, I don't understand how they can possible be capable of such disgusting customer service.

I ordered my glasses which took a bit longer than expected to arrive. That's fine.
Received my glasses. 24 hours later they had snapped through me doing nothing much more than sitting at my computer!

Immediately tried getting in contact with the company through their website. Their online chat person answered my initial message after 10 minutes then completely disappeared. I also tried called and there was no answer. I emailed customer service and they didn't get back to me for THREE days.

When I finally got confirmation of where to send the glasses back, I posted them on the 29th October. I emailed November 6th because I hadn't heard anything and finally got confirmation on November 11th that they had arrived on November 9th (which I don't believe for a second. It shouldn't have taken that long to arrive)

After an initial email saying I could get a replacement, despite saying from the first email that I wanted a refund because I was extremely unhappy with the quality of the item, I was told on November 12th that my refund would take 3-4 working days to process.

It is now almost the evening of November 21st and there is no sign of my refund. I sent an email on November 18th and got a reply the next day with more frantic apologies and promises that my refund would be processed asap. I tried sending another email today to which I got a failure notice because apparently the "user's mailfolder is full". It's just one thing after another and I've had enough.

This saga has gone on for almost a month now and I am completely furious at how this company operates. I would say do NOT use perfect glasses if you're expecting a decent cheap product (as they advertise) or decent customer service. They're a nightmare. I just want my money back now so I never have to deal with them again.

I placed an order for two identical pairs of glasses. The money was deducted from my account immdediately. Then received an email, an extract of which follows:-
'I regret to inform you that we are currently unable to fulfil the order
You placed with us as we discovered that the frames you ordered, of which we had only 1 left in stock when you placed your order, are in a damaged condition and unfit for use. We sincerely request that you to browse through our website once more and choose an alternate frame of your liking of the same price, and we shall go ahead and process your order accordingly.'

I took this to mean that they had one damaged pair in stock and so couldn't complete. My reply to them:-
'Unfortunately there no alternate frames in your product range of the same price that I like. So I will have to cancel the order.'

I received a further email containing a link to another set of glasses on their website. Once again I replied asking to cancel my order and to process a refund.

To my surprise I received the following from them:-
'The order for 1 pair has been processed; we have forwarded the refund
Request for the second pair of glasses the same will be done within 1-2
Working days.'

The following is taken from my reply:-
'I state now categorically that I want no part of the order. I have informed you twice that I wish to cancel and it seems you have ignored this. I further ask that you refund any and all monies deducted from my account. '

I also phoned them and after many attempts managed to get through. Reiterated that I wanted to cancel the full order, not in part. A manager phones me back and I go through the whole process with him. It took some time to communicate my position because english was the second language of both persons I talked to. I was eventually told that a refund would be issued immediately.

Imagine the surprise when, a week later, I received a repeat communication telling me that a part of my order had been processed, and a partial refund would be issued for the pair they couldn't supply.

After another round of emails I receive a reply telling me that a refund request will be sent to their accounts department to process the monies deducted back to my card. All this when a week earlier I'd been assured that the refund was to be issued immedaitely.

In summary, (and in my opinion), this experience represents all thats bad about internet shopping.
1. PerfectGlasses take your money immediately without first ensuring they are in a position to fulfill the order. Any reputable online company will first process your order to check their stock, and the very best deduct from your card only when the order is ready to be despatched.
2. PerfectGlasses support is totally incapable of dealing with the most basic administration requests, both by email, and over the phone.
3. Once PerfectGlasses have your money they keep hold of it for as long as possible. I'm still waiting for mine to be refunded.