I decided to ship my Maui Jim sunglasses to Eyeglassdepot for minor repairs. They emailed me a prepaid USPS shipping label. I packaged my sunglasses in a Maui Jim container and that inside a box and delivered it to the USPS. about 2 weeks later, not having heard anything from Eyeglassdepot, I sent an inquiry to they responded the two days later stating: "Thank you for your patience regarding your repair order. According to the USPS tracking information, your package was marked as successfully delivered to our mail facility. However, after confirming with our facility team, they have informed us that the package has not yet been received or logged in.There are a few situations where a package might show as delivered but not be physically received yet, including:• A scan error or premature delivery scan by USPS• Delivery to the wrong address or neighbor• Package left in an unexpected location• System update delays causing tracking to show delivered before actual receiptWe are closely monitoring the situation and will notify you immediately as soon as the package is located or arrives at our facility. We understand how important this is and appreciate your understanding as we work to resolve this matter." After another week, and after verifying my package was delivered to them by the USPS I inquired as to the status again with Eyeglassdepot. It is at this point I was told that they do not insure their prepaid shipments to or from them because it is too expensive. Anotherwards, My $325+ sunglasses are just gone... After a couple more email exchanges, they offered to "I can give you these 2 parts to make you a frame". There was no mention of lenses. When I inquired about the lenses, they offered to sell me lenses but after several back & forths, would not verify if they were polarized and glass or not. I've just given up, I question the integrity of such an organization that fails to tell you their "free shipping" isn't insured, denies receiving shipments which the USPS has documentation they did receive, and then offers to sell you replacement parts but won't verify any information about the parts. I will buy a new pair of Maui Jims, rather than pay this company $100+ for unknown style/quality parts. Use CAUTION with this company... I sadly learned the hard way, I hope you don't as well.
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EyeglassesDepot.com started in 2007 as a new department of our retail designer eyeglasses and sunglasses business. Quickly we realized that our customers not only shop for new prescription lenses and new frames, they also ask us the popular question "Can this be fixed?". Tired of telling customers NO, we decided to explore the idea of repair rather then replacement. In late 2007 we remodeled the second floor of our office and hired the staff that today runs our laboratory. Our two lab technicians have combined over 17 years of expert experience in the field of optometry, eyewear repair and eyewear sales.See more
