Dear, Linda! Our company has been working for 5 years and we have always been qualified by our customers as a company with hight level of customer service. Our managers are always willing to solve any kind of problem the customer may have. We have changed you two pairs of sunglasses, both of them were in perfect conditions as we receive all the sunglasses from the manufacturers directly and revise them thoroughly before shipping. In both times the Chanel sunglasses we sent you were in perfect conditions taking into account that Chanel sunglasses are hand-made and always may have some imperfections as the manufcaturer itself informs. All the time our managers had communication with you via e-mail giving you the explanations and the solituions for your requests. Even after having received the second pair in damaged condition after you used the sunglasses we have provided you the full refund immediately. As for the shipping costs, every customer can find in our terms and conditions (and you were explained it clearly)that in case of declaring any damage, the customer sends us the sunglasses back, then we revise the state of the sunglasses. If the damage is recognized After the inspection we refund the shipping costs to the cunstomer which was not your case as the sunglasses had no any damage when they were shipped to you. However, we did recive the second pair damaged from you. Notwithstanding this unpleasant situation and misunderstandigs that occured between us, we will be glad to see you in our online store again and to give us an opportunity to change your opinion about our customer service and our products! Kind regards, Toni Boix Executive Manager OnlyLens S.L.