Frames Direct

The essential issue presented in this Better Business Bureau (BBB) complaint against Frames​Di​rect​.Com (FDC) is whether FDC through its agents, namely, Ms. Frances Irvin, optician, made intentional and knowing material misrepresentations regarding medical services to an out-​of-​state patient via the channels (specifically electronic mail) of interstate commerce.
Other issues such as a retaliatory and willful breach of a valid sales contract, intentional or reckless infliction of emotional distress, false advertising, and commercial bad faith, cluster around the essential issue of material misrepresentation of fact.
Making material false and misleading statements to a patient with the knowledge of their falsity is universally against the law and violates honest business practices. Additionally, it violates standards of professional ethics in a regulated occupation.
Ms. Irvin, acting within the scope of her employment as an optician for FDC made multiple material false and misleading statements regarding prescription eyewear to myself (the patient) with scienter. For instance, on July 15, 2015, Ms. Irvin stated: «I contacted Kaenon and at this time they are not offering photochromic lenses.» Ms. Irvin’s statement is a material false and misleading statement to a patient with the knowledge of its falsity in the course of providing medical services because: (1) photochromic lenses are an important option for prescription glasses and sunglasses. Patients desire or require photochromic lenses for many reasons including driving, recreation, or work. Additionally, the various levels of photochromic lenses available to patients requires careful consideration and trusted consultation with a qualified optician before deciding on the precise photochromic prescription. Therefore, statements in the course of obtaining prescription eyewear regarding photochromic lenses are material. (2) Ms. Irvin’s statement above is false and misleading because both Ms. Jessica Cmela, the prescription customer service agent for Kaenon; and Mr. Mark Vallejo, the prescription manager for Kaenon, contacted myself and stated that it is absolutely «no problem» for Kaenon to provide photochromic lenses. Additionally, Kaenon indicated that Ms. Irvin never contacted Kaenon as Ms. Irvin stated above. Therefore, because Kaenon has no motive to misrepresent the truth in this case, but FDC and Ms. Irvin do, the more reasonable and plausible version of facts is the Ms. Irvin made a false and misleading statement when she stated Kaenon does not offer photochromic lenses. (3) I took time out of my schedule and paid for an optometrist to examine my eyes and vision and write a prescription for eyewear. In accordance with FDC’s procedures for obtaining prescription eyewear, I transmitted this medical prescription to the prescription department at FDC. Therefore, I was not only a customer – I was a bona fide medical patient. (4) Ms. Irvin’s statement above that she contacted Kaenon and that photochromic lenses were commercially impossible was not made innocently or with mere negligence. It was made with scienter because she knew that she did not even attempt to contact Kaenon to determine if photochromic lenses were available. If she had made this simple attempt to contact Kaenon, then she would have been informed that photochromic lenses are indeed available. Therefore, Ms. Irvin’s false and misleading statement was made knowingly. (5) Ms. Irvin was acting within the scope of her employment as a FDC employee with she made knowingly the material false and misleading statement to myself. She was presumably at the FDC business location, was not on a frolic away from the business, and her statement was made within the scope of carrying out her employment duties as a duly certified State of Texas optician. Therefore, the scope of employment element is met.
Therefore, Ms. Irvin, and FDC, vicariously, violated the above universal law, business standards, and professional ethics.
Moreover, I can go through a remarkably similar analysis as above regarding how Ms. Irvin mishandled my first choice of prescription eyewear, the Bolle Tempest. The facts are similar and Ms. Irvin’s misconduct is also similar. All of which indicates a pattern of unacceptable behavior and business-​medical practices.
Furthermore, if I did not smoke out these issues by seeking the assistance of the BBB, then most assuredly they would have been covered up. Proof of this is that Mr. Craig Moore, operations manager for FDC, attempted to downplay and sweep the above matters under the carpet and shift blame onto the patient for Ms. Irvin’s misconduct. Additionally, Dr. Guy Hodgson, chief operating officer for FDC; and Dr. Dhavid Cooper, chief executive officer for Frames​Di​rect​.Com and AFEyewear​.Com, have ignored my attempts to address the above issues.
FDC’s response to the BBB comes off as no more than a disingenuous attempt to spin these events in its favor.

This place is without a doubt one of the most deceitful and unhelpful services on the web. They promise the same quality eye wear that you find in the optical shops but what you receive is far from that.
I ordered a Ray ban frame like the one I had seen in the shop of the local optician where I had my eyes examined. From the beginning, they started emailing me delay notices claiming a back order even though the frame showed in stock. When the frame finally arrived, it was NOT the same as the one I had seen in the shop.
I had the unfortunate experience of dealing with a CSR named Traci Marr who actually argues the point with me about the mismatch on the frames and then told me that I had to provide them with proof of my dissatisfaction. I was forced to go out and research a similar or exact frame and mail them proof.
After ignoring several emails that I sent, Traci finally responded that I had missed their 30-​Day return window and they would no longer be able to assist me. I advised them that I would report the incident to the BBB (which I did). I also decided to post a warning on Unilocal in hopes of warning off any other unsuspecting customers.
When choosing something as critical as eye wear, I would never recommend trusting such an unscrupulous online provider. Pay full price in a store or at an optician where you can inspect the merchandise and secure a guarantee that you will not be ripped off.

Its rather dificult to find the correct Unilocal account to leave a review on for
but nonetheless my experience was rather pleasant. Ordered some Cazal frames and lenses. My glasses came faster than expected. Thumbs up to
. They kept me updated about the status of my order constantly. My frames were back ordered for about a day. Again very fast delivery. I will be going back definitley.

Never expect to order from this place and hoping to get a return. I ordered a pair of Gucci glasses on their website and obviously the quality wasn’t good enough that the frame broke. I asked for a return but the response I get is «this is not a manufacturer problem». So even if there is a 365 day warranty for your glasses, chances are it doesn’t cover sh*t. Never ordering from them again.

Ordered through this website. Ordering Frames or okay but DO NOT have your glasses dispensed through them. I sent my RX, they acted as if they had years and years of experience. However, they do not. After two weeks of waiting, I received the worst work in 36 yrs of having glasses made. I immediately emailed the optician that worked on my glasses. No response. I spoke with the returns dept. and after that suddenly the return guy has been gone. I sent pictures of the work compared to the last 2 pairs of glasses made. Essentially the bevel work was so poor that the lens pops out of the frame. Each day I call, I receive the runaround, and now my 135.00 is held hostage to the returns dept. No one will help me, and No one will give me my money back. I would never refer anyone to this place, unless you want to order a frame. Now what? No solution and i just lost my money, and NO glasses. I keep getting fake promises, and no one is available in the returns dept. disgusting, disgusting disgusting. I essentially was robbed.