ReglazeMyGlasses Reviews

Name: ReglazeMyGlasses
Rating: 2.50

2.5 Rating 22 Reviews

36 %

of reviewers recommend ReglazeMyGlasses

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Phone:

01159063010

Location:

1st Flr, Unit 1 (GWB) Building, Nottingham United Kingdom
NG2 1LW

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ReglazeMyGlasses 5 star review on 28th January 2022

Veronika Kovacs

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“CUSTOMERS BEWARE - AFTER BREAKING MY FRAMES HERE IS THE RESPONSE FROM THIS COMPANY: Hi Vintage frames are only glazed by one technician in our lab. He has been glazing since he was 16 and is now in his mid 50's. If the frame was tortoiseshell, he would have spotted that and not heated or glazed the frame like a plastic frame. I mentioned Acetate as this is the material plastic frames are made from these days so I made that assumption. If it was tortoiseshell, he would have glazed it as such. Unfortunately the lab only holds record of scanned lens shapes and lens types used, and not material or how they were handled. So I have no official notes on this to go back to. Only policy on how we treat certain frame types. We do actually compensate customers from lab breakages where we have been at fault, even replacing whole frames. But in the case of second hand vintage frames, our stance has always been the same. I was confused earlier as to the circumstances of this job. I assumed you had worn them OK for a few months after us sending them back, and that they have only just broken. After digging out the original paperwork, I can see they broke like this and we sent them back in this state, so I apologise for my earlier confusion around the circumstances. It didn't occur to me that we had returned them and made you aware of the issue 3 months ago, and that only now you had raised it as a complaint. However, that does not alter the condition of the situation. I am sorry but we have never, and never will compensate for a vintage frame that breaks in glazing. Had you taken that frame anywhere else, their stance would be exactly the same had they broken elsewhere. Kind regards James I feel the customer service in regard to this matter has been appalling to say the least, and very one sided. It is obvious this company is managed, and operates in breach of the Consumer Rights Act 2015. In addition, when raising this issues on this company's facebook, all of my comments were deleted. This also suggests a company that is not able to take responsibility for its actions.”

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Posted 7 years ago

“Frames broken whilst with the company”

Helpful Report

Posted 7 years ago

“Glasses scratched really easily within a couple of months and I am careful when cleaning my glasses. The service I received was good and efficient but not the product in my case! Gutted.”

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Posted 1 year ago

“his company treats 'some' customers inhumanely. They have made my life a living hell for the past 3 months. I need my glasses for everyday use and cannot afford a replacement. Due to what they have done i have been having constant headaches from struggling to see. 1st) they posted by glasses to the wrong place. Then after 2 months of time wasting they agree to replace my glasses. It takes another few weeks before the replacement is ready. 2nd) After what is now a 3 month delay they send my glasses by 3rd class post! This was made worse by the fact that i am away from the UK and warned them that the local postal service is terrible and that the glasses would most likely go missing if they don't send it by courier. It has been 3 weeks since my glasses was 'sent'. It hasn't gotten to me and they continue to ignore my emails. I would advice you to avoid dealing with these deeply unfair people .”

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Posted 5 years ago

“Poor quality lenses. Must be fake reviews , too many happy people.”

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Posted 1 year ago

“So everything was great, I ordered the pack, sent my frames, stated which lenses and paid the amount. I received an email stating to contact them if there is anything they can do to help, so I sent them a reply politely asking for them to please confirm my prescription and IPD measurement via email but then wow! I was dealing with a guy called Ashraf who is absolutely useless! First he wanted me to explain what IDP meant, then eventually he sent me back the photo of the prescription I sent them (not including IPD) completely defeating the point of me asking. I just want the prescription confirming in writing via email before they fit the lenses and send the glasses back in order to make sure the jpg is read properly, is this a big deal!!! Four emails later and Ashraf still wont do this! Some of the worst customer service I've ever received. I have ended up stating "Confirm in writing my prescription including IPD or send the frames back and issue a full refund" but I've not had a reply from Ashraf since then as if he's being stubborn or something. Incompetent and now just rude! If you are contacted by Ashraf ask to deal with someone else!”

Helpful Report

Posted 1 year ago

“Over 3 months to complete order. They lost my frames I sent them by sending to wrong address. They blamed me because they had the wrong address on their system. You decide. This is some of the worst service I have received in my 50 years of life. Not the worst but up there near the top. I thought they were good value for money and I had a couple of nice frames that I had kept for over 10 years. I made my order on the 6/5/22 and a few days later sent my glasses in, using their pack with lots of information. They had my address from the phone conversation and I had also completed my address details on the documentation they sent me. On the 31/5/22 I received and email that included these lines- ‘Your frames are being posted out today for you so you should expect these imminently. The courier will text/email confirmation of your delivery slot to you. Please reply to this email if you do have any trouble receiving your parcel and we'll do our best to assist you.’ No tracking details, no information about where they had sent my glasses which I paid them for. On the 7/6/22 I had still not received my glasses and rang up Lensology and spoke to Callum. He said he would look into this. I told him I thought it would come by a courier not Royal Mail because of that email I received. I found him quite dismissive of what I was saying. I believe the word I used in the email I sent later I called him ‘disingenuous’. He really didn’t like that. The next day Callum emailed me that they had used the wrong postcode and it was that of the post office up the road. A couple of emails later and walks, to no avail to my local Post Office I received an email from Callum that showed atrocious customer services where he was upset I called him disingenuous because he came across nonplussed in our conversation that based on the postage confirmation email I believed it was coming through a courier other than royal mail. His email included this line. ‘We copied the exact address you provided to us when we generated the label on Royal Mail's website and this is the address that came up when we made the label.’ So he was implying that it was my fault and his evidence for this was a screenshot of their system which had the wrong address on. Their evidence for me giving the wrong address is the details they have on THEIR system. On further examination not only was it the wrong postcode it was also the wrong, in fact a non-existent street. Good customer services there Callum, blame the customer. That’ll win them over. We there was no way I was going to deal with Callum anymore so for the rest of the time with a couple of dozen emails and telephone calls I dealt with Alan. Alan’s customer services were very good. He listened, was empathetic etc. I do feel sometimes he wanted to just placate me because I feel he could have been more pro-active then he was. As I said it must have been a couple of dozen emails and phone calls and much of this was chasing things up. I can’t fault him more than that though. I understand he works in customer services and there are limitations to what he can do within the organisation. The upshot is they did get replacement frames from a third party. I believe these frames are inferior to the original frames I sent in to be reglazed. I received the final pair of glasses from my original order today, over 3 months later and over 2 dozen communications. I never received any compensation. The glasses today never even came with a case. I sent them 2 cases and I only got 1 in return. The glasses did come with a mini mars and a mini galaxy sweet. (Maybe that was the compensation.) But no case or cloth. I fully understand things go wrong. Critical thinking and good communication are of the highest priority to me. What is important is how a company deals with something when it does go wrong and this company came up very, very short. Personally I wouldn’t touch them with a barge pole. I look forward to Lensology’s response to this which for many of the complaints here seem quite curt and defensive. Probably Callum. Alan hopefully you end up working somewhere who deserves your level of service. BUYER BEWARE”

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Posted 1 year ago

“They are absolutely terrible I foolishly used them twice both times they sent the glasses with the wrong strength lenses so had to be returned. The last pair had no scratch resistance as ordered and were useless within two weeks. The prices advertised on the website are a joke you never achieve the advertised price, BUYER BEWARE”

Helpful Report

Posted 4 years ago

ReglazeMyGlasses is rated 2.5 based on 22 reviews