Gemopticians Recensioni 25

Risposta di Gemopticians

Aggiornata il 7 apr 2026

Dear Ms. Shah,

Your review presents a version of events that is incomplete and does not accurately reflect the facts of this case.

From the very first interaction, we responded promptly and escalated the matter within minutes with our logistics partner, Shiprocket, sharing the ticket details with you transparently.

The unboxing video submitted by you clearly showed that the shipment had already been opened prior to recording. This made it impossible to establish immediate liability. Despite this, we still gave you the benefit of the doubt and initiated a full investigation, sharing CCTV packaging footage and all dispatch records with the logistics company.

It is also important to highlight that your review was posted the very same night as your first call with us - before any investigation could reasonably be completed. For a company that follows strict packaging protocols and has not faced such issues historically, it is neither reasonable nor responsible to immediately issue refunds without due verification. Posting reviews across multiple platforms, including store locations where no purchase was made, at such an early stage created undue pressure and disrupted a fair resolution process.

Throughout the process, our team remained responsive and kept you informed at every stage. However, your position from the outset was limited to an immediate refund, without allowing the investigation process to conclude.

Additionally, during our communication, it was indicated that the reviews would be removed upon refund. This placed further pressure on the process while it was still ongoing.

You also raised disputes through your card provider and other forums. In all such cases, we submitted complete evidence, including CCTV packaging footage, shipping records, and communication logs, and the outcomes were resolved in our favour based on the documentation provided.

At no point did we change our stance. We consistently followed due process while assuring you that your funds were secure. We had also proactively kept a replacement product reserved for you.

During this period, we identified multiple similar incidents across shipments within a short timeframe, pointing to a larger issue within the logistics chain. Despite not receiving an immediate resolution from the logistics partner, we still offered you a replacement at our own risk. Upon your insistence on a refund, we proceeded with the same after receiving the returned shipment, despite this resulting in a direct commercial loss to us, in order to bring the matter to a close without further delay.

The shipment has since been classified by the logistics partner as “lost in transit,” and we are pursuing the claim separately.

It is also important to note that there is no commercial or reputational incentive for a business of our standing to engage in the conduct being alleged. On the contrary, this matter has resulted in operational cost, time, and reputational impact on our end - all of which we have still absorbed in order to resolve the situation responsibly.

While we respect every customer’s right to share their experience, labeling a business as a “scam” despite a full refund being processed and extensive efforts made to resolve the issue is neither accurate nor justified.

We remain committed to maintaining transparency, fairness, and high service standards for all our customers.

Regards,
Team GEM Opticians