Exclusive Eyes finally make good on their own guarantees

24 February 2010

Hey you! Remember not so long ago, we told you about avid Bitterwallet reader Haresh and his battle with ExclusiveEyes.co.uk to get a refund for his specs? Yes? Good work. The whole story involved a lot of super duper guarantees offered by the website that were seemingly worthless when put to the test, and it all began when Haresh noticed his glasses appeared to have been produced from recycled parts:

Bitterwallet - second hand frames from ExclusiveEyes?

Actually, the story began when the glasses took nearly a month to be sent, when they were guaranteed to be dispatched within three day. Then Haresh noticed the shoddy state of his glasses and contacted the company - in spite of their own no quibble money-back guarantee, ExclusiveEyes refused point blank to promise a full refund. Indeed, the guarantee was contradicted by the company's own terms and conditions, which only offered a 50 per cent refund against the cost of the frames, not the order.

So what's new? Haresh takes up the story:

I just thought I would let you know that I have successfully managed to get a refund.

I got a call from some executive, who said it was regrettable that I had to resort to contacting outside parties, and that they would provide me with a full refund. Whilst he didn’t apologise for the shoddy goods, he did state that they normally don’t have any issues with people, as they have with me.

This is an issue that Haresh attempted to resolve directly on several occasions before coming to us. The right result in the end, but it's a shame a company has to be flogged in public before making good on their own guarantees.

TOPICS:   Complaints

96 comments

  • Junkyard
    Hah, that's a public relations coup for sure. They end up having to shell out for their screw-up, but their genius public relations guy couldn't resist getting one last little dig in there, resulting in even more bad publicity. Good work sir!
  • Pokey
    See how desperate companies are not to be connected with this site...
  • foxy
    i have recently purchased a pair of prescription glasses from this website and i must say communication is only by email and hard to get hold of anyone. On monday they confirmed the delivery of my glasses by royal mail special delivery and suggested that it would take 1 -2 days. At its been 7 days and am still waiting for the glasses. I have emailed them for the reference number of the recorded delivery and an email come back next day saying they will come back to me asap, but still not heard anything! have emailed them again and still waiting to hear back from them and no direct number available anywhere to contact anyone!!
  • Mr. M.
    I ordered a pair of glasses fro exclusive eyes on the 9th April. Have not received anything to date (2nd June). Four e-mails fill the time frame, an additional two, asking for confirmation of dispatch of my glasses were unanswered! These are the e-mails I received for exclusive eyes' customer support. ********************** Hello, Thank you for having placed an order with us. 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 would sincerely request that you please have a 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. We must mention we do have a frame in the exact same model but with white arms; would you prefer that instead? Do let us know. Kind Regards, Carolynne Goodchild Customer Support team Hello, Thank you for your email. I have forwarded your choice to our laboratories please. Kind Regards, Carolynne Goodchild Customer Support team Hello, Thank you for your email. I can confirm that your glasses will be ready for dispatch within the next 4-5 working days via Recorded Delivery,please. I hope this helps. Kind Regards, Carolynne Goodchild Customer Support team Thank you for your email. I can confirm that your glasses are presently in our laboratory as they failed some quality checks so we had to re-order the lenses glasses will certainly be dispatched within the next 3-5 working days. I hope this helps. Kind Regards, Carolynne Goodchild Customer Support team ****************** Meanwhile I had to go through my exams with impaired vision. Just wrote to them again now and asked them to refund me immediately. Will let you know how it turns out. A pure case of Fraud- The public should be warned.
  • nelgrd
    Watch these lot .. they trade under several names. My experiences are similar. Ordered a pair of specs, money taken quickly, specs took nearly 4 weeks to arrive. When they arrived they were broken. Still fighting for a refund. Emails get fobbed off, phone calls when asnwered just get fobbed off too. This company was called perfect glasses but along with exclusive eyes and eye experts have the same directors (but different company addresses) If in doubt go to companies house and find the name of the directors. If they are called Keswani (as in these 3 companies) then avoid avoid avoid.
  • Mr. M.
    Still no word since my last post 2nd June. Ordered Glasses 9th April from EXCLUSIVE EYES. SO almost 2 months have gone by. Companies like this give e-shopping a bad name. Authorities concerned with fraud please step in. Meanwhile I will start my own little campaign of negative publicity for exclusive eyes.
  • Diane M.
    Sent my only pair of glasses to be reglazed back at the start of May, payment taken, glasses received by them and signed for by a guy called Oliver. I have sent many emails but never received a reply. Not happy - I am on maternity leave - been told I am going to be made redundant, all I want is my glasses back - glazed or unglazed I don't care. I used them as they were on the Quidco website so I figured they were rated by them as a safe online retailer - have contacted Quidco for a telephone contact number, they tell me they have no contact details for them - shocker.
  • nelgrd
    I complained to quidco too. Quidco are really letting us down dealing with exclusive eyes, eye experts, perfect glasses and perfect eyes. From my point of view I have been promised a refund but still not received one. They have received a letter from me demanding a refund. The next stage is a letter before action and then the small claims court. May I suggest that we all do the same? It is my intention to take this lot to the small claims court. They dont seem to have the intelligence to work out that the court costs will be added to my original claim. If they ignore the summons then I will have the pleasure of sending in the bailiffs to remove items. Costly and time consuming but its a matter of principle. They shouldnt be allowed to behave like this. If we all do the same then we can burst these companies.
  • nelgrd
    P.S. If anyone wants assistance on issuing a summons agianst these companies Im happy to help. I am also considering aquiring a couple of domain names such as www.perfectglasseswarning.co.uk and www.perfectglassesreadbeforeyoubuy.co.uk It is my intention (unless they sort me out AND I KNOW THEY READ THIS) to highlight my problems on my own webpages. Using those particular domain names will cause the pages to appear next to perfect glasses in a google search. Your choice perfect glasses deal with your customers properly or you have a battle on your hands.
  • jacked
    ps., alternatively, their website has this number to call as well, based in mumbai. +91-22 -26 48 88 82
  • reese
    nelgrd, having looked into this further, i've come across the following info: * the websites run by this keswani seem to be traced back to http://www.makmedia.co.uk/. which claims to be located at 27 Old Gloucester Street, London WC1N 3XX. This is the same address the customer care buffoons for these websites seem to provide for glasses to be returned - albeit, with the postcode WC1N 3AF. * the address, however, belongs to a company called british monomarks ltd. looking over their company website, it appears to be one of those places that rents out mail forwarding and other administrative services, whilst letting another company trade under its registered address - fake but not fake companies a la Jeffrey Archer.
  • jacked
    nelgrd, having looked into this further, i've come across the following info: * the websites run by this keswani seem to be traced back to http://www.makmedia.co.uk/. which claims to be located at 27 Old Gloucester Street, London WC1N 3XX. This is the same address the customer care buffoons for these websites seem to provide for glasses to be returned - albeit, with the postcode WC1N 3AF. * the address, however, belongs to a company called british monomarks ltd. looking over their company website, it appears to be one of those places that rents out mail forwarding and other administrative services, whilst letting another company trade under its registered address - fake but not fake companies a la Jeffrey Archer. * going further into this 'MAK' business, there appears to also be this interesting website: http://www.makindia.com/ - largely confirming my suspicions all along this outfit is based overseas. this keswani (god alone knows if it's a real person, or yet another smokescreen!) is the proprietor of an ADVERTISING COMPANY (not surprising given their dubious ways) in mumbai and its nearby city pune. save for one helpful lad at eyeexperts called christopher who is either somebody they dragged from the UK to india or a brilliant actor, all their customer care people could stand to use a series of english language lessons, starting first with opening their mouths when they speak instead of breathing heavily into the phone. *all in all, based on my trudging through numerous internet forums, there are four and not three website these thieves run. perfectglasses.co.uk, eyeexperts.co.uk, exclusiveeyes.co.uk, and glassesexperts.co.uk. * for this glassesexperts website, the address in their 'contact us' section is 483 Green Lanes, London N13 4BS, which, after a quick copy and paste into google, turns out to be the address for yet another one of those forwarding and virtual (read: bullshit) office services called PRIME Secretarial. apart from the fact that they do not stick to their terms and conditions, the perfectglasses website says this: That’s right, we’re based in the UK; our offices are in the heart of London. When you buy with PerfectGlasses, you’re buying first-class, British spectacles - perfect in quality, perfect in price. need i say more? living in france and being on holiday at the moment regrettably i am not, and cannot be, in a position to take this up with trading standards. nelgrd, i wish you the best of luck in getting these bast**ds shut down permanently.
  • jacked
    * going further into this ‘MAK’ business, there appears to also be this interesting website: http://www.makindia.com/ – largely confirming my suspicions all along this outfit is based overseas. this keswani (god alone knows if it’s a real person, or yet another smokescreen!) is the proprietor of an ADVERTISING COMPANY (not surprising given their dubious ways) in mumbai and its nearby city pune. save for one helpful lad at eyeexperts called christopher who is either somebody they dragged from the UK to india or a brilliant actor, all their customer care people could stand to use a series of english language lessons, starting first with opening their mouths when they speak instead of breathing heavily into the phone. *all in all, based on my trudging through numerous internet forums, there are four and not three website these thieves run. perfectglasses.co.uk, eyeexperts.co.uk, exclusiveeyes.co.uk, and glassesexperts.co.uk.
  • jacked
    * for this glassesexperts website, the address in their 'contact us' section is 483 Green Lanes, London N13 4BS, which, after a quick copy and paste into google, turns out to be the address for yet another one of those forwarding and virtual (read: bullshit) office services called PRIME Secretarial. apart from the fact that they do not stick to their terms and conditions, the perfectglasses website says this: That’s right, we’re based in the UK; our offices are in the heart of London. When you buy with PerfectGlasses, you’re buying first-class, British spectacles - perfect in quality, perfect in price. need i say more?
  • jacked
    living in france and being on holiday at the moment regrettably i am not, and cannot be, in a position to take this up with trading standards. nelgrd, i wish you the best of luck in getting these bast**ds shut down permanently.
  • jacked
    after ignoring my own several phone calls, emails, recorded, and unrecorded letters of complaint i have just put this down to bad luck (my regular optician in france has never been happier) and cut my losses. nelgrd – i would suggest calling these people at their indian number, since nobody picks up at 02075264747: a recorded message promises a call back in half an hour. according to their http://www.makindia.com/contact_us.html the telephone number is +91-20-40 70 65 00. the only email address i can find on their website is [email protected], which should ideally link to ‘keswani’, although, given their history, one really can’t say.
  • nelgrd
    Great research Jacked. Just checked at companies house and Manish and Anand Keswani are showing as directors, also Supriya Chablani shows as a director (theres a director of the glasses company called Supriya Keswani) A great tip for people who fall foul of these companies- Visa/Mastercard chargeback. As long as you have used your credit card the credit card company can reverse the transaction. If a company gets too many of these chargebacks they get hit by visa or mastercard. This is separate from section 75 and the transaction does not have to be over £100. I too have encountered Christopher - do you have a sneaking suspicion that this may not be his real name?
  • jacked
    aha thanks nelgrd. christopher though - nah, very --convincing--- an accent is what i feel he has, but then he did mention once that he was from south africa, so there you go. i had wondered why the lad spoke a little like he was from the '40s when he's obviously only a young man now. right nelgrd, how do we go about this further! you get the refund they promised you yet?
  • Catherine
    Folks, it is worth pursuing Exclusive Eyes for your refunds. I ordered glasses from them which took nearly a month to reply, and they were broken in two. They asked me to send them back and promised to refund the postage that it would cost me to do this. They then proceeded to ignore all emails asking when my refund was coming, at which point I contacted Consumer Direct who advised me to send a letter threatening legal action. They waited the whole 7 days I had given them to respond before emailing confirming a refund. However, they have only refunded the £32 for the glasses, NOT the £3.95 postage or £2.95 that it cost me to send the glasses back. Still, a majority win I think. I will keep harrassing them for the rest - it is worth not giving up.
  • Zmugzy
    God do I wish I'd read this before ordering my prescription glasses from them. They arrived today (after nearly 2 weeks not 3 days) with one lens broken - clearly done during construction of the frame and not during transit. They sent a letter without a phone number to contact them so all I have at present is email. If anyone has any advice on how to get my refund, please let me know.
  • nelgrd
    I have my original refund on my credit card together with a refund of return postage. Be persistant. Do inform consumer direct/trading standards as the more of us that do this the more chance there is that they will take action. A letter from my credit card company said that they had mounted a successful chargeback ( so I dont know if it was CC company or perfect glasses that made the credit). Do send them a registered leter reminding them of their obligations under the sale of goods act to refund purchase price and inward and outward postage. Keep emailling them too. Remember if they fail to meet your first deadline you then need to send them a letter before action with a second deadline and a threat of court action if they do not comply. If they dont comply (they did in my case) dont be afraid of the small claims court. There will be a small initial outlay (possibly more than you are claiming) but you will get this back together with your original money when you are successful. Could I also suggest that other readers support me in lobbying cashback and voucher code sites that feature this company to stop dealing with them.
  • nelgrd
    If I may also suggest can as many dissatisfied customers tell as many people as possible so that others dont fall into the trap. Can I suggest that you post your experiences on shobby, moneysaving expert, and also inform the media such as bbc watchdog, crusader (at the daily telegraph I think), mr justice at the sunday sun, and raw deal at the sunday post. Im sure as much honest and frank publicity as possible will bring these lot down.
  • mermaid
    Hi, I've been waiting a month for my specs and keep getting emails saying that they will be sent within 3 - 4 working days. Thanks for the advice about the credit card transaction reversing process - I'll try this.
  • Zmugzy
    Just an update: Returned my glasses to their lab one week ago along with a letter requesting a full refund. The package was received by recorded post. Heard nothing from them since and have just sent them an email only to find that my emails are being blocked. They still have my £90.
  • maurice
    how's this for honest publicity?! http://www.punemirror.in/index.aspx?Page=article&sectname=News%20-%20City&sectid=2&contentid=2010063020100630012506152fa972ad5 lordy lordy
  • maurice
    fraud AND porn... tchaa
  • Hugo L.
    The company brokerages network will give you access to some large pool of people who have the information about companies for sale and buyers or investors looking for a company venture. By producing good use in the information you have, you might be cutting a offer and make a handsome profit out from the transactions.
  • Dara
    All I can say is brilliant. Ordered my sunglasses on Thursday, recieved them on Tuesday. I called up first to ensure the frames and prescription were in stock. With all due respect to everyone who has complained - because of their vast range and almost limitless precription possibilities, there is a possibility they won't have every concievable Glass/prescription in stock. Send them a quick email with your requirements (I did and got a possitive response within 10 in). The net result, one very happy customer. Will definitely recommend and will order my glasses from these chaps when needed.
  • bargainhut2010
    PLEASE BEWARE OF LAST POST!!!! I have checked over and over again the website of exclusiveeyes.co.uk to find a phone number to call and cannot find one! That makes me think the previous poster (DARA) may be related to exclusiveeyes.co.uk I CANNOT be considered a disgruntled customer but would suggest EVERYBODY to remain away from exclusiveeyes.co.uk. There are two reasons for it: They dont have a telephone number displayed on their website. This is against most e-commerce standard and could be considered against European Law (There was one ruling in Europe where judge ruled that e-commerce sites have to offer more than one method of communication that just an email address). Second reason is that their claim to answer the email in 24 hr is completely flawed because i NEVER received any response on email. I cannot be classified as disgruntled customer because i ordered most cheapest glasses (£18) and was looking for a spare pair for emergency use and glasses have arrived (after one week) but they are better than expected. I hope my experience helps future customers to stay away from this company/retailer. Unfortunately companies like this bring other small e-commerce companies in disrepute. I have my website hosting with a company which provides website hosting very cheap (in single digits for whole year) without any advertisements and with full control panel control. That company does not provide telephone support but for every email i send to support i get response within few hours even out of hours and on weekends. Obviously its a small business but they provide great service without having telephone support. After experience with exclusiveeyes.co.uk people would be wary of genuine businesses as well. SHAME ON THE EXCLUSIVEEYES.CO.UK OWNERS/DIRECTORS.
  • nelgrd
    well spotted bargainhut 2010. I was a little suspicious of Dara (just because he seemed a happy customer) although I think it would be fair to invite Dara to share the number he used with us and to let us know where he got it from.
  • zolou
    I bought some specs from exclusiveeyes and at the same time a pair from specsdirect. Specsdirect ones arrived really quickly and were great. exclusiveeyes pair eventually turned up but the prescription doesn't seem right. After about a week I took them out of the case and one arm was left behind. My hubby commented that the screws didn't match, which backs up the recycled parts theory. :(
  • zolou
    Sorry, error in my last post - the good pair were from specs-by-post.com, not specsdirect, who I have no experience of. (There are lots of these companies!)
  • Christine
    Dear Dara, Very nice to hear that you had such good service. What telephone number did you call please?
  • Zmugzy
    Just an update - after a prolonged tactical delay on their part and only after reminding them about the Sale of Goods Act and my statutory rights they finally refunded the cost of my glasses but minus all postage costs. I wrote them another email warning them that they were still violating the Sale of Goods Act and that I would take them to court if they did not refund the postage costs in full by 21st July. Typically a day later on July 22nd I received an email from them saying they would refund the postage costs of delivery but not my return postage and packing costs. A week later at the time of writing I still have no refund for any postage costs. So it looks like I will be taking them to court. Regarding the positive email above by Dara - it's impossible to call up because there is no phone number on the website. I would like to inform them (because obviously they are are reading this) that I will be writing a detailed consumer review about exclusiveeyes that will be published all over the internet.
  • Jack W.
    Got very scared when I satrted to read the comments about this web site. I had sent three pairs of glasses off to them for reglazzing and after a couple of weeks I was starting to get nervous. I sent serveral emails all of which were reply to (and do match up to the email above). I really thought I had lost all three glasses and the cash sent for the lenses. However all turned up this week, with out the origonal cases, but other wise not too bad a job.... Phew!
  • Dara
    Christine: 0845 259 14 00. Call them up, ask them whether they have your frames and prescription. If they don't; look for an alternate or jump on to a different website. bargainhut2010: I have nothing to do with eyeexperts other than being a customer, but I acknowledge excellence when it's due so your assumption that I work for them is inaccurate. Sherlock Holmes you are not. nelgrd: aka Poor mans Watson. You on the other hand seem to celebrate disinformation. Next time you want to flagrently stroke bargainhut2010's ego; don't use me as your pulpit. I'm a happy customer. Simple.
  • nelgrd
    Please explain the following Dara "You on the other hand seem to celebrate disinformation". Everything I have said is 100% accurate. Please explain what you mean and in particular what you consider to be disinformation. Why do you sound so agitated? I merely enquired how you managed to obtain a number that no one else could find (although it is now on exclusive eyes website).
  • Rupert C.
    Hello I am the Customer Services Manager for Luxottica. We are the manufacturers and distributors of the following brands of eyewear:- Burberry Bulgari Chanel Dolce & Gabbana Killer Loop Miu Miu Oakley Paul Smith Prada Ralph Lauren Ray Ban Salvatore Ferragamo Vogue You can see our entire range at www.luxottica.com PLEASE BE AWARE that eyeexperts.co.uk and exclusiveeyes.co.uk are not authorised distributors of our products in the UK, nor do we have a relationship with them in the UK. We are currently investigating the supplychain of products to this organisation. Kind regards Rupert Curthoys Customer Services Manager Luxottica UK Limited
  • EyeExperts.co.uk B.
    [...] received a pair of glasses seemingly made from second-hand parts. From the comments of readers in a follow-up post, we learned about more complaints, and more about the Keswani brothers – their numerous [...]
  • EyeExperts B.
    [...] a complaint concerning an ExclusiveEyes.co.uk making frames from used parts and ignoring their own guarantees [...]
  • Margaret E.
    Perfectglasses.co.uk, is one of the best company I have dealt with. My brand new pair of designer glasses arrived right before time and in good condition with free UV400 coating, scratch-resistant coating and anti reflective coating. I sent them a mail thanking them for their excellent service. They promptly replied. I recommend everyone to order glasses from here.
  • Whisky
    No they didn't Magaret as you didnt buy anything from them. You work for them.
  • Zmugzy
    I finally got my refund after threatening legal action.
  • born y.
    Hi Margaret, unusual use of English ‘right before time’ rather similar to the phrase ‘right on time’ used by Paul in another thread. Are you the same person??
  • michael p.
    I have sent all the details of my case to the BBC Watchdog site and asked them to investigate. I have also reported them to my local Trading Standards. I will wait now and see what happens. This should not be tolerated.
  • bargainhunt2010
    Following on response from DARA: Sorry to say that the response from DARA seems to just increase my suspicion (you can call me sherlock holmes if you wish!) that DARA is certainly someway an insider to this matter. To the outside world like me exclusiveeyes.co.uk has contact address in kent with no telephone number on their website and experteyes.co.uk is a separate entity with contact address in London and telephone number 0845 259 14 00 on their site. My opinion was on exclusiveeyes.co.uk but then DARA quotes the telephone number for experteyes.co.uk to contact customer service for exclusiveeyes.co.uk!! This is the only link as far as i can see between these two companies! YOU ALL HAVE BEEN WARNED!! Remember, i did receive my glasses and am happy with them but NEVER received any response to email contrary to claims on their site exclusiveeyes.co.uk
  • Federica
    I also recently purchased glasses from Exculsive Eyes. When I opened the case they glases were in good condition until I started to wear them. I noticed that they arms were of different lengths, i then began to notice that the left arm was sticking to my head so i took them off and saw that the arm had some form of black sticky substance on it that when worn began to flake.....I was livid. I sent the glasses back 2 weeks ago and I am harassing a so-called 'Carolynne Goodchild' for my glasses. She lied to me last week and told me they were in the post but the tracking number she gave me didnt exist so I questioned her again today and she told me that they have received my glasses and they are in thier lab!! I will happily help you bring this company down, its not right what they are doing.
  • Padraig
    I am sorry to say my experience of this company is similar to all others. I was clearly mislead by this company and their web site. The main reason for ordering was the claim to dispatch in three days. As you will see from the emails - the delivery / dispatch date changed and went from Sep 24th to Sep 30th for an order placed on Sep 16th - so a minimum of 10 working days. I have contacted the company and advised that the order be cancelled. I have also raised a disputed transaction with my credit card company. For me delivery is key, given the cost of £206.00 I only wish I had gone (as I did on Saturday) to a local supplier. I make a lot of purchases online and must admit this is the first bad experience I have had. EMAIIL 1 21 September 2010 17:25 (based on email should be sent Sep 24 at latest) Hello, Thank you for your email We can confirm that your order is being processed and will be dispatched in the next 2-3 working days. Kind Regards, Carolynne Goodchild Customer Support team EMAIL 2 24 September 2010 10:44 Hello, Thank you for your email. The order has been processed, after the quality checks it will be dispatched in 3-5 working days. (Sep 29th at latest - 27th at earliest) We apologize for the delay. EMAIL 3 25 September 2010 08:54 Hello, Thank you for your email. We can confirm that your glasses will be dispatched by recorded delivery on the 28th September. The glasses will be delivered than in the next 1-2 working days by Royal Mail. (Sep 30) EMAIL 4 25 September 2010 11:07 Hello, Thank you for your email. The order has been processed. The lenses have been customized to your prescription. If you need to cancel the order, there will be bank transaction fee. Full refund will be applicable only if we fail to process the order within 28 working days.
  • Balloo
    A big thanks for your efforts, I was just about to order from them. I had a look at their T's & C's, that made me a bit suspicious, then a did a search and found this. PerfectGlasses.co.uk - ORDER CANCELLED!!! A big thanks to you all!!! J
  • Kristhe
    My Opinion differs as i ordered LEVIS LS2504 C1 Glasses and they arrived in very good condition. I loved their services.
  • Whisky
    Poor use of capitalisation "Kristhe" and a direct link on your website information to perfectglasses.co.uk just like the other "good reviews", a more cynical person may say you work for "perfect" glasses. Bastards never did replace my scratched lense.
  • Diana D.
    I made the terrible mistake of buying from exclusive eyes. Simple prescription took over a month to be delivered and the quality of the glasses is much to be desired. Even though I measured the frames against the glasses that I have, when they came they seemed small enough to fit a child. Their customer service is practically non existent. They asked me to return the glasses to them and they would check them, and they have now said there is nothing wrong with them and they will either return them to me, or not - whichever I prefer. I emailed them back telling them to send me the glasses and copied the emails to glasses direct (with whom I never had a problem) - I just had to do something I was so frustrated. Customer service is non-existent - I had to send 3 emails before I got a reply. I would recommend that everyone should stay well clear of them.
  • Alex C.
    Sad to say I've had exactly the same experience with www.exclusiveeyes.co.uk I received my glasses about 2 and a half weeks after I ordered them, and on initial view was generally happy with them. They started falling apart after a few hours of wear in one case and just under a week's wear in the other, with inherent design flaws that mean they will naturally fall apart over time. Wildly unimpressed I've sent them back by recorded post, and requested a refund. Since then I've had one standard form"we'll get back to you" response in over 2 and a half weeks since the glasses sere delivered back to them. I got nervous and found this site. I'm getting my credit card people to retract the payent. Thanks for posting your problems with them - wish I'd thought to look here before dealing with these people.
  • S
    Oh if only I'd read this before I sent my glasses for reglazing. It's been 2 1/2 weeks since I sent my frames in, I've sent 3 email asking when I can expect to receive them and still no answer from customer services. I suspect I will just be left to hang for a while based on all the messages above. They weren't cheap frames either so I'll be well out of pocket if they damage them when doing the reglazing. That's if they ever send them back at all! I will not use them again. Where else can we share the message not to use this company that will stop new customers from making hte same mistake that we have all made?
  • Padraig
    Glasses arrived - I refused to accept and told postman to return to sender. Lodged chargeback with credit card company and money back on my account. No help or response from this bunch of clowns. Again I can only urge people not to order and if you have reject the goods by not accepting them.
  • Vini H.
    I have had the same problems as everyone else, currently trying to get a refund from them, but after reading comments here I will contact the bank on Monday and report the fraud. These websites have heavy Google adwords campaigns and appear often as a sponsored link, and are also very high in Google results for many searches. How many more people are they going to scam? We need to stop them! We need pages like this one to get higher ranking than the websites so that people can be warned, contact Google and report that fraudsters are abusing their Google Adwords service. Also spread the word - I have just sent a report to the BBC Watchdog program, I recommend anyone else who cares to do the same. http://www.bbc.co.uk/watchdog/gotastory/ Incidentally I ordered a pair of glasses at 11.30am on Thursday 10th Nov 2010 with http://www.specs-by-post.com/ - I paid £12 plus £2.95 postage for pair of glasses. I got an email confirming the order, at 11.30am, I got another email at 2.39pm stating that they had been dispatched. They arrived this morning at 10.30am (Fri 12th November) less than 24 hours after I bought them. You literally cannot get a better service than that, and what's more they are really beautiful glasses and were much higher quality than I expected a budget pair to be. Top notch.
  • Vini H.
    nelgrd I would be happy to do the SEO work required to get any of those domains names up there in the rankings, additionally I would be happy to build and host the websites for free (although if there is a web designer out there that would be useful, as my forte is making things work well not making things look pretty). To all: Suggest you inform BBC Watchdog !
  • Vini H.
    I have had the same problems as everyone else, currently trying to get a refund from them, but after reading comments here I will contact the bank on Monday and report the fraud. These websites have heavy Google adwords campaigns and appear often as a sponsored link, and are also very high in Google results for many searches. How many more people are they going to scam? We need to stop them! We need pages like this one to get higher ranking than the websites so that people can be warned, contact Google and report that fraudsters are abusing their Google Adwords service. Also spread the word - I have just sent a report to the BBC Watchdog program, I recommend anyone else who cares to do the same. Just google "BBC Watchdog" or go to bbc dot co dot uk slash watchdog slash gotastory Incidentally I ordered a pair of glasses at 11.30am on Thursday 10th Nov 2010 with http://www.specs-by-post.com/ - I paid £12 plus £2.95 postage for pair of glasses. I got an email confirming the order, at 11.30am, I got another email at 2.39pm stating that they had been dispatched. They arrived this morning at 10.30am (Fri 12th November) less than 24 hours after I bought them. You literally cannot get a better service than that, and what's more they are really beautiful glasses and were much higher quality than I expected a budget pair to be. Top notch.
  • Vini H.
    It's only fair to point out that my glasses from perfect glasses arrived today and were actually not too bad, one small scratch on one part, but otherwise reasonable. Although they definitely don't have any of the anti-reflective or other coatings. They were, also of course, almost three weeks late. They haven't responded to any of my emails or phone calls either.
  • Sue P.
    I would like to thank you for going that extra mile to get my varifocal glasses to me on time. I really appreciate it, and they are excellent - well made, light and perfectly match my prescription. I will buy from you again, and recommend the company to my friends.
  • S
    Hi there, Well I finally received my reglazed glasses 5 weeks after I sent them in and repeatedly emailing to chase their whereabouts. The good news is that they appear to be in perfect condition. Also as a gesture of goodwill for the wait they offered me a free pair up to the value of a £20 frame. These arrived today and again appear to be in good shape and in fact a very nice quality frame for its price range. So all in all I've ended up with what I ordered and a bit more but have had to wait, what I consider to be, a ridiculously long time. I would only recommend this company if price is the ultimate consideration when buying your glasses and you have several weeks before you actually need them.
  • Andrew M.
    So grateful for this website/blog. I based my purchase on the idea that this company was UK based and would supply in 3 days. Wrong on both counts! Have now canceled and pursuing a claim with PayPal.
  • Amanda
    I wish I read this before ordering my glasses. I have sent my designer glasses to them for reglazing. I have sent 3 emails now saying for them to cancel my order and return my money back
  • Amanda
    After my last comment in here , slightly concerned about all the comments about this company. I actually wrote to them to cancel my order and return my frames (reglazing) back to me, it was too late as they were being processed , but I received them by the end of the week and have to say I am quite impressed. They reglazed my frames and they were package well to.
  • Anna
    Oh if I only read this before I sent my designer glasses to them for reglazing. Got very scared when I started to read the comments about this company. I had sent expensive glasses to them for reglazing and after a three weeks I was starting to get nervous. I sent a dozen emails all of which were reply to, but sometimes I had to send 3 emails before I got a reply. I really thought I had lost my frames and the cash sent for the lenses. However I received my glasses today, with the original cases, and I have to say that not too bad a job! However I will not use them again.
  • Charles
    I got very worried when I checked google after my order with then had not been delivered for a fortnight. Emailed, and got the standard reply, should be arriving next week. Well, they didn't. But on the last day of the 28day distant trading regs. allow, they did. And the prescription is right and the frames are good quality. Much relieved, but it would appear they may be getting their act together.
  • Annie
    Stupidly did not read the reviews on exclusive eyes. I agree this appears to be a sham of a company. Ordered and money taken for sunglasses on 12 march. Now the 1st of april and still not received. Have asked for a refund but just got the same old reply,glasses failed yet another quality control check and are being reprocessed and will be sent out in 2-3 days. The credit card company says they have 30 days to refund and if they dont they will pursue them. Please DO NOT ORDER FROM EXCLUSIVE EYES. I should have gone to specsavers have had excellent service from them.
  • Keith
    I received my glasses in the post this morning and I am really happy with them. I will certainly recommend your website to my family and friends.
  • Whisky
    Hello Keith, nice to see exclusive eyes employees are still keeping an eye on this comments section.
  • Dara
    Just ordered another pair of glasses today. Nancy was her name. A lovely lady too. I called up, asked whether the frames were in stock - they were. Should get them by Thursday. I will keep you all posted.
  • Runamonk
    Well after reading all the reviews, I called and cancelled my order. I'm not taking a chance with this company. I'll find somewhere else. The one time I don't read up on a company a head of time and I stupidly order from one of the worst ones.
  • Fred
    Well Dara, what happened on Thursday?
  • Dara
    I have to say I'm not all that happy with the quality. I bought a pair of sunglasses from them last year and they were exceptional. This time I spent 50 odd quid on a pair and they are exactly as they would appear on the website. They arrived in good time, everything was done very well, but the quality of the pair of glasses just isn't there. They seem flimsy. For 50 pounds i could have gotten a better pair from specsavers. I'm afraid that's me eyeexperts done and dusted.
  • Dara
    In conclusion, nice guys who seem honest, but I expected slightly more for my £50.
  • Dara
    You know what? I was being unfair. I received a pair of Fendi's. They are very wirey hence whey I had initially assumed them cheap. In fact, after further examination, they're not. They're good quality in fact. The problem is mine entirely. They are just too bloody small for my thick nose or wide face. I should have paid more importance to the dimensions of my face V's the pair of glasses being bought. They seemed nice so I'm going to call them up and ask them whether I can exchange them. I'm a fair man so I'll take it on the chin if they say no. I will let you know how it went.
  • Dara
    A further update; I spoke to the manager Alvin, who has offered me a refund (less the costs incurred in sending the product and a small admin cost). I'm very happy with this. I will order another pair off them today. These guys have treated me excredibly well from start to finish and I've bought two pairs already from them. POINT OF ORDER (Please read this comment below from Bargainhunt dated July 15th last year. Pay particular attention to first and 2nd last paragraph). In it he says - He can not be considered a disgruntled customer. He bought the cheapest glasses (£18), the glasses arrived after one week and are better than expected. But yet he is the biggest moaner on here. Bargainhunt: this is a forum for legitimate grievences, not a forum to vent the frustration which is your life. And by the way, I work for a publishing house in Hampstead, London. I do not work for these guys.
  • Dara
    # Posted by bargainhut2010 | July 15th, 2010 at 9:55 am PLEASE BEWARE OF LAST POST!!!! I have checked over and over again the website of exclusiveeyes.co.uk to find a phone number to call and cannot find one! That makes me think the previous poster (DARA) may be related to exclusiveeyes.co.uk I CANNOT be considered a disgruntled customer but would suggest EVERYBODY to remain away from exclusiveeyes.co.uk. There are two reasons for it: They dont have a telephone number displayed on their website. This is against most e-commerce standard and could be considered against European Law (There was one ruling in Europe where judge ruled that e-commerce sites have to offer more than one method of communication that just an email address). Second reason is that their claim to answer the email in 24 hr is completely flawed because i NEVER received any response on email. I cannot be classified as disgruntled customer because i ordered most cheapest glasses (£18) and was looking for a spare pair for emergency use and glasses have arrived (after one week) but they are better than expected. I hope my experience helps future customers to stay away from this company/retailer. Unfortunately companies like this bring other small e-commerce companies in disrepute. I have my website hosting with a company which provides website hosting very cheap (in single digits for whole year) without any advertisements and with full control panel control. That company does not provide telephone support but for every email i send to support i get response within few hours even out of hours and on weekends. Obviously its a small business but they provide great service without having telephone support. After experience with exclusiveeyes.co.uk people would be wary of genuine businesses as well. SHAME ON THE EXCLUSIVEEYES.CO.UK OWNERS/DIRECTORS.
  • Fred
    What is your prescription Dara please? I'm amazed that your order arrived so quickly. Do you have any cal values? THanks. Fred
  • Dara
    What's a cal value? I remember 180 and -3.75. Something like that, not too sure. My advice; just call them up before you place your order to ensure they have your prescription and frame in stock. If they don't, keep on truckin' to the next eye store. The glasses I received have really grown on me. I'm still getting another pair though. As for the speed of delivery - I think a week is enough time to get it done. Cheers Fred.
  • fred
    Sorry meant a cyl value. I have quite a moderate cyl value and this slows up the making of lenses. Thanks for the reply. Still dont think I would use them as the unhappy customers seem to be massively in the majority and I saw the sister company on rip off Britain on BBC1.
  • sprout
    I am experiencing the seemingly common problem of not receiving my glasses or a refund from perfectglasses.co.uk . It got to the point where they were ignoring all of my emails, so i eventually reported them to the police. They phoned them up, were told the usual line of the lenses didn't pass testing etc and they will come soon. Despite me telling them this is what they have been saying for over a month, they believe them and won't do any more!
  • lizzy W.
    ordered glasses from this company but later having read bad reviews I cancelled my order. Customer services were fairly quick at answering my email and agreed to refund my money.The company was slow at doing so but after further emails,again answered fairly quickly, they have refunded my money.I don't know what their glasses are like and won't take the chance but at least their customer services sorted my repayment out.
  • Breige H.
    Sh*t, great, think I would have learned to google reviews!!! Have emailed and phoned and left message with exclusive eyes demanding my order be cancelled and money refund immediately, hope it works. I, like most of you, assumed this compamy where legit when they popped up first in my google search for glasses for my 4yr old, thought something was wrong when they emailed asking for more money as his prescription lenses were more complex than expected. And no, exclusive eyes, the optician would not charge me £35 for the lenses as opposed to your £7.85, the lenses are FREE as my son is only 4years old!!!
  • Chris C.
    Add me to the 'I wish I had checked here before I ordered' list. I ordered a pair of the £15 glasses as a spare pair yesterday, but then I stumbled upon this site. I immediately sent them an email saying that I wished for the order to be canceled and for them not to 'place an order for the lenses'. I received no reply so I gave them a call this morning. When you ring you hear a cheap message that sounds exactly like Microsoft Sam. I got cut off the first time, but rang them back half an hour later. I got through to a girl who I could barely understand, and she asked me "How can I help?". I said that I wished to cancel the order, gave her my reference number and she told me to stay on the line. When she returned she asked me once again "How can I help?" and did the same thing once more. When she asked me the same question the third time I nearly lost it. She said that they could only refund me £8 (apparently that's supposed to be half of the £18.95 I paid..) to which I said that was unacceptable and that it was my right to a full refund. She told me that because they had placed an order for the lenses (yeah, right..) that I was therefore only entitled to half of the money back. I was pretty pissed by this point and I hung up the phone, not wanting to waste any more money on the call. I don't know what to do now. I'm going to lodge a complaint with PayPal, but I think I have to wait at least a week for this. I suppose it serves me right for not checking first, and I will definitely not make the same mistake again, but it's ridiculous that these people can get away with it. I have also considered writing in to one of the Sunday papers to see if they can sort it out (one of their consumer columns are pretty helpful with these things). Will report back if I get any result.
  • doctor
    O my God, what have I done! placed an order for re-glazing (two glasses ) costing me 60 pounds. i wont pre-empt until i receive glasses. i work in the hospital and will get them checked for quality and promised extras. i will update you all.
  • Zak
    I just came upon this site and I am having the problem of non delivery of order from this exclusive eyes. If I have seen this I would not have touchedthem with the longest pole in the world. Now I am kind of stuck with an order I placed for my spouce's glasses over a month ago which has not been delivered till now. Can someone help me......Who can I complain to that will make them deliver my spouce's glasses. In fact I intend to publish their name to the whole world.....the company is either a scam or fraud, because I dont see a serious trader doing business that way...eithr online or marketline.
  • Melanie
    I ordered glasses from Exclusive Eyes and seriously regret not visiting this website before placing my order! It's been over a month and I still haven't received my glasses yet. I'm so upset and am not sure what to do. Is there anyway I can complain? They don't have a number on their website and I've emailed them several time but the response is always the same, 'your glasses have been despatched by Royal Mail Recorded delivery, they should arrive in 1-2 working days.' How do I make an official complaint? Please help
  • Ian
    The address in Kent indicates that EXCLUSIVE EYES is a UK-based company. IT IS NOT! It is in INDIA, where my new spectacles have had to be returned as the vision through them is v. fuzzy. This company also charged more for a 'complex' prescription, but ITS employees are in urgent need of spectacles themselves as they completely misread the prescription. The company being in India explains why I - and many others - experience such long delays in having orders fulfilled (sic). I now face another four weeks plus before I - hopefully - have the spectacles I ordered. This company is a JOKE, and should be AVOIDED. Try SpecSavers instead.
  • James
    I ordered a pair of prescription sunglasses on the 19th October. Today (16th November I received my glasses. I was worried after reading these reviews both here and on other sites as I did not read the reviews until after ordering. If I had read these before ordering I would have probably been put off. First I would like to say that my prescription was complex so I am pleased with the length of time taken to ship these. I have communicated with the company on two occasions and both times received a response approx 24 hours later. One of these instances was the company stating that my prescription was too complex for the lenses ordered and offered me some money back which was then processed by PayPal immediately. Also when asked they provided me with a shipping reference. Overall I would rate my experience as good. My only concern would be that I have my doubts over the whether the frames are genuine. Clearly when I saw the price I had these doubts but now they are here I am still not convinced.
  • SN
    AVOID AT ALL COSTS. RUBBISH COMPANY!!! POOR QUALITY SPECS AND NON-EXISTENT CUSTOMER SERVICE. I'M WRITING TO BBC WATCHDOG
  • Cori
    I sent my glasses to be reglazed, and it took almost 3 months to get them back. They lied the entire time saying that they'd sent the glasses and Royal Mail had lost them, so I threatened with legal action and I was then told my lenses had just arrived and they would post them a.s.a.p., completely contradicting everything they'd told me for months. Luckily they did a good job with them but I would warn anyone against using this company.
  • James A.
    Hi All this company is not based in the uk all specs are made in INDIA, I was about to make a order and saw loads of complaints, also this company is linked to http://www.perfectglasses.co.uk PEOPLE OF UK KEEP AWAY FROM THE COMPANY, UK IS THE EASYIST COUNTRY TO RIP US ALL OFF TRADERS STANDARDS ARE RUBBISH THE COURTS DONT DO ANYTHING OH MAYBE A SLAP ON THE BOTTOM, BUT OUR HARD EARNED MONEY IN THERE POCKETS KEEP AWAY
  • Will S.
    Why did I not see these reviews before wasting my hard earned money by purchasing glasses from this despicable company. I have previously bought a wide array of goods via the Internet without the hint of a problem...until now! I will have to write off the money I have spent as at least an exchange of around a dozen e mails has made no difference. The warning signs were there, no telephone number available, and no confirmation of what prescription you have ordered.
  • Andy B.
    Stupidly I ordered from this so called company (ha ha!) without researching. I believed all of the claims on their website. Avoid this company like the plague. They claimed to have not received my frames,(fortunately I had proof of posting) then they claimed to have lost them, now they claim they were delivered damaged. Its all lies to cover up their incompetency and inefficiency. They publish no phone number on their website, they don't reply to emails and they fail to deliver any kind of service at all. I have pursued a cliam against them through paypal for the cost of the lenses I paid for and have just received my money back. I am now going to take them to court for compensation for the loss of my Oakley frames.
  • Chris
    I don't know if anyone can offer me any advice. I ordered glasses from Exclusiveeyes just over two months ago and so far haven't received anything. Admittedly I have a very strong and complex prescription but I think even so, 2 months is ridiculous. In the meantime there have been various communications, the first problem that came up was that they claimed to have damaged the frame when fitting my lenses and would I like to browse the website and choose another style. I didn't really want another frame but eventually gave up and selected one. After another couple of weeks they came back to me saying that the frame was unsuitable for my prescription (according to the frame description it wasn't) and they invited me to choose yet another frame. I declined, saying I would like a refund. It went quiet for a while at their end and they then claimed to have despatched my glasses. This was about three weeks ago and I've seen nothing. Their response to my emails has pretty much dried up. When they do respond they claim to be trying to track my order with Royal Mail. I'm out of pocket by just under £200 and have given up any hope of actually receiving the glasses. Does anyone have any advice as to how I can get my money back? I note there is no phone number on the website to allow any proper discussion with them. Their testimonials page is a sham too as there doesn't appear to be any way to actually leave a testimonial. Any help would be much appreciated.
  • Sue
    A year ago I bought a pair of glasses from Exclusive Eyes. They arrived quickly and initially I was pleased with them. However, three weeks ago I noticed that the lacquer on the bridge was coming off and that there were spots on the lenses that refused to move. I contacted Exclusive Eyes who told me that they would gladly sort out the problem for me if i posted them back to them. I did this by recorded delivery. However, 2 weeks later Exclusive Eyes are telling me (when they eventually answer my e-mails) that the glasses have not turned up yet. I promptly sent them an e-mail with the message on the Post Office website copied and posted. These were my first pair of glasses and I feel bitterly disappointed at their woeful customer service.

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