Highest quality, service, products, and selection
Even though I saw that scam detector had identified low trust scores for Eyeshells .com. I gave them a try because there was a pair of glasses on there Site that I liked. unfortunately that’s where the problem began. The glasses never arrived. I re-ordered them and paid fora second pair. Before they could be shipped, the original pair arrived in the mail. I asked to cancel the second order and they would not allow me to do that. so now, through no fault of my own, I’ve paid for and have two pairs of the exact same glasses. the biggest problem was they’re rudeness and their legalistic approach. Very insulting . Probably the worst Customer Service experience I’ve ever had. I’m certainly not going to use them again.
Svar från Eyeshells
We normally avoid discussing a customer's order history publicly, but this review leaves out important facts and gives a misleading impression of what occurred.
This customer first purchased from EYESHELLS in July 2025 and placed two orders within a short period. At that time, he specifically emphasized that he wanted very high-quality lenses. As a courtesy, we upgraded his prescription lenses to a significantly higher-quality option at no additional charge. After receiving the glasses, he told us multiple times that he was very satisfied and continued ordering from us.
On a later shipment, USPS tracking showed the package as delivered, but the customer reported that he had not received it. Although the carrier showed successful delivery, we still made an exception and issued substantial Store Credit.
Separately, on another order involving expensive custom prescription lenses, the customer received the glasses and initially told us that he liked them very much. He later changed his mind and wanted a different pair, despite reporting no defect, prescription issue, or quality problem. As another courtesy, we allowed him to keep those custom-made glasses and still issued substantial Store Credit toward another purchase.
Because the Store Credit we provided was unusually large, it continued to be applied across several subsequent purchases, ultimately extending through his **seventh pair of glasses**.
After receiving these accommodations, the customer repeatedly requested additional and increasingly large Store Credits even when no product defect, prescription problem, or service error had been reported. We could not continue providing additional compensation simply because another pair was desired.
Regarding the most recent order mentioned in this review, the cancellation request was made approximately **five days after the order was placed**. The order included custom prescription lenses that were already in production, and significant laboratory and material costs had already been incurred. For that reason, a full cancellation and refund was no longer possible.
While waiting for our customer service team to review the situation and provide available solutions, the customer repeatedly directed insulting and abusive language toward our staff, even though the representatives assisting him had done nothing to cause the situation. We continued trying to help, but he ultimately left the chat before we were able to complete the discussion or present a final resolution.
The suggestion that this customer had serious concerns about whether EYESHELLS could be trusted and simply decided to “give us a try” also does not match the documented history. He had been purchasing from us since the previous year, repeatedly expressed satisfaction with our glasses, and continued purchasing through a **seventh pair**.
Over the course of this relationship, we provided complimentary lens upgrades, Store Credit despite USPS showing a shipment as delivered, and additional Store Credit while allowing him to keep another pair of costly custom prescription glasses. We believe we made every reasonable effort, including several exceptions beyond our normal policy, to assist him.
We are always willing to address legitimate product or service problems, but we cannot continue issuing additional compensation or free replacement glasses when no defect or error has been identified.
We stand behind our order records, USPS tracking, Store Credit history, and customer-service correspondence.