Even big and famous brands sometimes send generic replies that are not very helpful. Some pieces look shiny online but feel like plastic when you open the package. I have learned to avoid items that look extremely different in every product photo. Many times I avoided a bad purchase just by reading a few careful comments.
If anyone is interested in real user experiences, I sometimes write short notes about the shops I test.
You can find one of the pages here:
check this link
Sometimes customer service can fix a bad experience, but not always. Forums, blogs and communities create a kind of collective memory for shoppers. Metal can feel more premium, but acetate can be more comfortable for long wear. I try to balance my budget between basic everyday items and a few special pieces. Smaller shops can be surprisingly friendly if they care about repeat customers.
Maybe this is useful for someone.