I purchased an expensive pair of glasses, which I really liked. Unfortunately, one of the temples came off. Despite the brand’s website stating that the frames come with free lifetime service, the advisor informed me that the only option available was to replace the entire frame for €120.This is very disappointing, especially the promise of lifetime service. I will not be using their service again and cannot recommend it to others.Update*After I left my initial review, I was contacted by the Customer Service team who assured me the issue would be resolved. The staff at the store acknowledged the problem and promised to replace the arms of my glasses. Since the original parts were unavailable, they assured me they would use the closest matching ones. However, when I went to collect my glasses, I was shocked to find that only one arm had been replaced which looked completely different. The broken original arm was never returned to me despite my request. On my question how I will wear the glasses with mismatched arms, I was told that “the difference is not noticeable.”
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