Florentine Eyewear

Dont normally post reviews but feel compelled to. Had the craziest customer service experience ever at Florentine Eyewear at DFO Moorabbin. I returned a pair of Carrera sunglasses i had only worn 2 or 3 times. The frames was defective. I asked for a refund or exchange. The saleswoman tore up my receipt. This resulted in police having to come in store and ask for a reprint of the receipt. Some information: Open email since no one is responding to my email. Dear Florentine Eyewear, I am writing to request either an exchange or a refund for a recent purchase of Carrera sunglasses from your store, as the product is not of acceptable quality under the Australian Consumer Law. On the 9/3/23, I bought a pair of Carrera sunglasses from your Moorabbin DFO Store. I did not get an opportunity to try the glasses in store. I tried a sample set which fitted correctly but was given a brand new pair from under the counter which was put into the case then bag. Please note that I bought these glasses to be in one of my cars that I do not frequently use. After using them on Saturday the 29/4/23 for either the second or third time, my wife noticed that the frame was not right making it impossible for me to make them sit properly on my face. I would also urgently like to bring to your attention possibly the worst customer service ever experienced. When initially entering the store I showed your employee my credit card statement and she kindly found a duplicate of my purchase receipt. There was no dispute if the glasses where purchased from your store. My credit card statement perfectly matched the receipt reprint and the physical glasses presented. I asked for either an exchange or refund as per the Store condition and Australian Consumer law. She claimed I only had 7 days to return glasses. I explained that I hadnt had the opportunity to wear the glasses and a soon as I realised that they were defectiveI returned them at my earliest convenience. I also explained that I hadnt changed my mind and still wanted the same glasses but needed a pair that were free from defect. She called her Manager and then she said could not help because it was past 7 days. She then called security and asked them to have me removed. Security did not remove me as I had not done any thing wrong. In front of DFO security your employee grabbed the reprinted receipt and tore it up. She refused to reprint a receipt. I immediately called Consumer affairs and they suggested I call Police as this was something unheard of. This resulted in the Police having to come in store and asking your employee several times to print a duplicate receipt. Your employee was smirking finding it all very amusing. She spent over 10 min talking in an other language to someone who claimed to be her manager. As a consumer, I am entitled to a remedy under the Australian Consumer Law. As the product is not of acceptable quality, I would like to request either an exchange for a pair of sunglasses that are free from defects or a full refund of the purchase price. I have attached a copy of my receipt as proof of purchase. Please let me know the steps required to process the exchange or refund, including any relevant timelines and procedures. Thank you for your attention to this matter.
May 2nd, 2023

Great variety of sunnies. Nikoo helped me out. Brilliant sales assistant. She sorted me out
Jan 28th, 2023

The staff is very helpful and patient with helping us decide what we were looking for. We are very indecisive people however the staff were very friendly and understood our needs. Love the quality and price, thank you.
Sep 2nd, 2022

Great customer service, friendly staff, good prices
Jul 29th, 2022

Jun 21st, 2022