“They barely respond to emails, im forced to seek legal actions against them. They hold my money for close to a month now and i asked numerous times for a refund. Their site was faulty in the first place so i received no order confirmation. They tried to gaslight me into the idea that they cancelled my money transaction but when i contacted my bank the statement is that they know the money went through. My order was made on 30.07, today is 26.08 and no attempt was made on their behalf if I'm ever gonna receive anything or at least a refund for the already cancelled order.
If you are willing to buy you risk going through the same as me. The decision is yours”
“They are in bankruptcy since April. You will not receive any refund if something goes wrong. Be careful!!
On April 1, 2024, the Local Court of Hamburg initiated insolvency proceedings against the assets of Edeloptics GmbH.”
“A real shame!!
A real shame!!! I returned some glasses and it said that the refund would be made in 3 days maximum, it has been more than 20 days and I still have not received my money back. When I talk to them they tell me that a problem has occurred and they are trying to fix it. THEY LIE!!! Nobody gives me any solution and they only tell me that they will pay me. It is unfortunate how they treat their customers. It is the worst site to buy glasses on the Internet, never buy anything here, they are scammers!!!!”
“Disappointed with Customer Service and Warranty Handling
I had a very disappointing experience with Edel-Optics. I purchased a pair of glasses for my child, and the frame broke shortly after purchase. Our certified optometrist confirmed that the breakage was due to a manufacturing defect, not misuse or external force.
Despite providing a confirmation letter from the optometrist, Edel-Optics refused to honor the warranty, claiming without evidence that the defect was caused by mishandling. We have been ignored and treated with a lack of respect even after requesting a prompt resolution.
We plan to contact the Verbraucherzentrale Bundesverband and other consumer protection authorities across Europe to defend our rights. We will post the responses from these authorities and updates on the situation. Screenshots of our conversations with Edel-Optics are attached for transparency.
It is unacceptable for a company to treat its customers this way, especially when dealing with essential health products for children. I strongly advise avoiding this retailer until they improve their customer service and warranty practices.”
“Multi million euros scam!! Wtf???!! They knew for over 1 year they will not ship anything anymore, they bombed 2023 with 40% sales to gain orders and marked products with 4 days delivery time, after order is placed the delivery time becomes unknown. They ask you if you are willing to wait a bit more or get a refund, if you ask for a reffund they tell you they are bankrupt and they can’t. Rotten in jail, all the employees making it possible.”
“This company failed to supply correct lenses in a £400 pair of prescription glasses. This company doesn't respond to emails or complaints via their 'Contact Us' portal, no customer service response at all! UK, phone number totally unreachable! Ordered Mallow (Purple) phototropic lenses and was sent clear lenses that are non reactive to sunlight. No response to three sent emails asking for an explanation, no offer of reconciling issue or partial refund. I can not recommend this company at all! UK buyers please beware! Now seeking legal recourse!”
“Excellent experience. Genuine Tom Ford glasses and great communication and prompt delivery via UPS. Paid with PayPal so there is added security with the purchase.”
“As per recent reviews, i also ordered a product 6 weeks ago. No response to emails and no one seems to pick up the phone. I have tried at least 10 times. I therefore reported to my bank who issed a refund. Shame as several years ago, I did get my product and they did answer the phone. They have lost my business and all my recomendations too. Selling products they simply do not have in stock and can no longer source. Their customer service is non existent.”
“DO NOT BUY FROM HERE! They have stolen my money, no reply from 4 emails, I ordered 4months ago and no delivery. They have stopped responding to my request for a refund. I ordered glasses in April with 2 week delivery. Still nothing. I had to have my wedding without my the sunglasses I wanted as I was waiting for delivery.”
“DO NOT TRUST. It’s the worst customer service I have experienced with an online retailer. Such a frustrating experience and still don’t have the product I purchased or a refund. Feels like a scam.
I placed an order for a pair of Prada sunglasses on 11 June 2022. Shortly after I received an email confirming this and that I should expect to receive the sunglasses by 30 June, instead of the original 25 June date quoted to me.
It is now 28 JULY and I still don’t have them. I wanted to use these for several summer holidays, which have now passed.
Their last communication to me was an “apology” for the delay - which they said was “due to their supplier not delivering the sunglasses to them on time”. So basically they don’t actually have the stock they say they do?? I was told I would receive the sunglasses by 21 July instead. It’s now a week past this date, I’ve received no communication, and they are also not answering my emails about what is going on.
I feel like I’ve just been scammed out of £170. My husband has ordered from them before but we won’t be in the future because of this awful experience.”
“One of the most mismanaged online shops I feel. I made 2 purchases due to a system error on the website (I was under the impression the sale did not go through and hence, made a 2nd) and CS support over the phone is poor. Website says you can cancel the order if you email them immediately. Don't believe that! The confirmation of sale email comes before they get to your email for help. Finally after managing to somehow talk to a CS in person, he assured me that the duplicate order is cancelled and sends me a 'Your email is cancelled' email confirmation. However, days after, I get multiple email confirming my purchase has been fulfilled and despite me sending emails to ask what happened, they do not answer my question and give me an irrelevant answer like 'your delivery will take longer than expected' which makes me suspect that they are totally not in sync and I don't know who is saying what. It's frustrating to deal with them and honestly, don't unless you have an overwhelming reason to.”
“Terrible terrible customer experience. I was sent the wrong product, an inferior cheaper pair of sunglasses, only to be told the ones I ordered were not available (so they tried palming me off with something completely different). They are now saying I have to print off a return label, package it up and return it before I can receive my refund. Don't buy anything on here because if it says its available, it may well not be. Very unethical way of running a business”
“Good selection, quality products. Order came fast. This is a German based company and ships trough UPS. I got a pair of Oakely’s good price genuine product.”
“Very bad experience! Very disappointed! The package never arrived and seemed to "stuck" in Frankfurt for over 20 days! I sent maybe 20 emails with no response... Tried on the phone same thing... Buyers be where to purchase anything from "EDELOPTICS"!”
“Poor outcome from this company. I received the wrong glasses and wrong prescription just before Christmas, just when I really needed them. Very obvious mistake from the paperwork and what was sent, someone was just not paying attention and put the wrong pair in the shipping box. Edel Optics has asked for the glasses back before they will send the correct order even though it was clearly their fault. Very frustrating and getting nowhere with email communications. They really need to improve their quality control and customer service. I would have expected much better than this.”
