Hi, I purchases prescription eyeglasses from glassesusa.com. When they arrived the prescription was wrong and could not see with them. The company advertised a 30 Day refund for any reason. However as soon as I mentioned refund the communication stopped. I requested return information from them and did not get a response. I returned the glasses to the address on glassesusa.com's website, invoice and delivery slip.
I did a dispute through PayPal and at one point PayPal stated that I would be eligible for a refund on proof of return. After the glasses were received and signed for PayPal closed the disput stating the following "We have completed our investigation of this case. We have denied this claim and a refund will not be issued. The tracking information provided by the seller did not confirm that the item was shipped to you." and also said no refund and the case was closed.
In an email to me from PayPal they said that I had not provided the correct tracking information for the return. I don't understand this because I copied and pasted it and had checked this number online and it was correct. If they had a problem with the tracking information why would they not contact me instead of just closing the dispute? Anyway PayPal will not do anything further although I have tried to get more information and to provide copies to prove my case.
I talked to my bank about this and showed them the details about this purchase and the return and they advised me to talk to a superviser which I have had no luck with yet.
Doing some research online I found out the company is not at the address in New York as indicated by their website, invoice and return address for the glasses. They are in another country. The address they are using is for Mail Boxes Etc. (MBE) and they signed for the return. I am thinking that perhaps PayPal was expecting the returned glasses to show up in this other country, but I had already sent them back before opening the dispute. Is it fraud for a company to be advertising a US address (MBE) rather than their company address?
How can I get this case reopend by PayPal? How do I reach a supervisor? I am so frustrated and the total cost was almost $300 Canadian with exchange and duty as well. I feel really let down by PayPal. They are letting thiis company get away with this. I had to save for this purchase being a senior and the loss is significant for me. Is there any option for me to pursue. I don't feel glassesusa.com should get away with this either.
I was original recommened to glassesusa.com by a friend that had apparently done okay with her order. but since this happened I have been researching more online about them and there are many people having the same and similar problems with this company.
Anyone have any suggestions as to what options might be open to me?
