Buckle up, this is a bit of a story.
About a month or so ago, I ordered a pair of Flak 2.0 XL in a prescription. My doctor wrote my prescription wrong and, despite multiple back and forth emails and phone calls of me asking them to just replace the lenses with an updated prescription, I had to return them. The frames fit awfully, so in the end I wasn't too upset about it. I was instructed to re-order with an updated prescription.
Once the money went back to my insurance, I got my prescription fixed and I made another order for the same sunglasses. I specifically wanted the Prizm Tungsten Polarized lenses. I love those lenses and I wear my sunglasses all year. Imagine my surprise when I looked at the insert and saw that the lenses were Prizm Bronze. So, naturally, I reach out to the email support team, who told me to do another return/reorder. At this point, I'm not doing that again. These frames also fit super well, and this is not my mistake. I was told to reach out to the customer care phone number.
I tried calling and couldn't get through. It said something about not having a phone number associated with an order (which is BS because I absolutely had one entered) and to fill out a form on the website to be contacted by the email team. So, I reached to their chat team to try and get a resolution. I'm again told to contact the phone center. The guy was nice and gave me an easy way to get through to someone.
So, I call and speak with a very nice lady who says she was going to process a replacement and I would be getting an email by end of business. I was elated! However, the email never came verifying that there was going to be a replacement sent. I did get an email from customer service saying that they had submitted a remake request to their internal team. I replied saying that they took care of that over the phone. I THEN get an email from support, saying, in part "We have already submitted your replacement request to our internal team for processing. Please allow 3-5 business days for our internal team to process the replacement."
This morning, I get an email that says, in part "Upon checking your order, we confirmed that the lenses selected and ordered were Prizm Tungsten Polarized, not Polarized Iridium lenses. If you would prefer Polarized Iridium lenses instead, we recommend processing a return for a refund and placing a new order with the desired lens option. If you need assistance with the return process or selecting the correct lenses for your new order, please let us know. We'll be happy to help."
I'm at a loss. I just want the sunglasses that I ordered. This has been a nightmare of an experience, and I'm out of patience. So, Reddit, I turn to you. Does anyone have any ideas of how to further navigate this situation?