Reviews 4
19,563 total
Nicola Rotunno
1 reviews IT
We ordered lenses of a certain size but…
We ordered lenses of a certain size but they arrived wrong even though the size was correct in the package. The delivery was made after about a month and the product material is recycled. We wrote to the company to complain and they told us to send the product back. Should we spend more money to send it to Australia? Wait another two months? Failure experience from all points of view
Date of experience: January 31, 2024
Dear Nicola Thank you for contacting us about the issue with your replacement lenses. I apologise for any inconvenience caused by the difficulties you have encountered with the lenses. Fit Issue: We aim to ensure a perfect fit for our customers and offer free exchanges, only asking for the cost of a local postage stamp to return the lenses. We promptly responded to your size concern with two emails, requesting further details and images of your frames to accurately identify the issue. However, we haven't received a response from you in this regard. I have sent another email offering options for a refund or exchange, whichever suits you best. Often, a simple exchange suffices once we have the necessary frame details. Shipping Time: Please note that our free shipping option has an extended delivery time. This is offered to provide cost effective shipping, with subsidised costs for our customers. We recommend our discounted shipping options that come with faster delivery and tracking. That way you can receive your lenses more promptly and stay updated on the shipping progress. Product Material: Our lenses are made exclusively from the highest grade of optical Polyamide and Polycarbonate. Polyamide offers exceptional optical excellence and our lenses are made from 44% bio-content, derived from renewable caster oil. This significantly reduces the carbon footprint compared to fossil-based manufacturing processes. I look forward to receiving your response to my email. Regard Lana Customer Care Team at the Sunglass Fix
Michelle Mahoney
1 reviews GB
Lenses do not fit and no response to emails
Lenses do not fit emailed sunglass fix on 3 occasions no response it is a pity they are not as consistent with checking emails as they are soliciting for reviews. Don't normally leave poor reviews but given the constant pushing whilst no response to emails left no alternative
Date of experience: February 04, 2024
Doc
1 reviews AU
Express post not so express
Express post not so express Not worth paying for express post tracked parcel from outer Brisbane to Brisbane to Sydney no movement from Sydney to Melbourne. Excuse public holiday. Should have used Australia Post express, never had a problem 2day delivery from Gold Coast.
Date of experience: April 27, 2024
Thank you for sharing your feedback regarding your recent order. As you have not provided your order number reference or email, I cannot contact you directly. However, please do not hesitate to reach out to us should the package containing your lenses encounter further delays. We would be more than willing to resolve any issues promptly. I do apologise for any inconvenience you have experienced. Please understand that while we strive to ensure timely deliveries, we unfortunately have limited control over shipments once they leave our facility. We appreciate your patience and understanding in this regard. Should you require any further assistance or have additional concerns, please feel free to get in touch. Regards Lana Customer Care Team at the Sunglass Fix
Cha
1 reviews GB
The replacement lens that I ordered is…
The replacement lens that I ordered is big on the left side. Struggling to fit on the frame. End up damaging while fitting it onto the frame.
Date of experience: February 12, 2024
Dear Charlie Thank you for contacting us regarding the issue with your replacement lenses. Please accept my apology for the difficulties you are experiencing with the lenses. We offer free exchanges for a perfect fit. I have sent you an email to assist further, requesting information to help us determine the issue more accurately. When convenient could you please respond so we can address the issue promptly. You have the option to return for a refund or exchange, whichever suits you best. Often, this can be handled with a simple exchange once we know what frames you have. Additionally, if we don't already have the lenses you need, you can ship us your frames along with the original lenses and incorrectly ordered lenses, and we'll make and install a pair for you. We appreciate your patience and cooperation in this process. Regards Lana Customer Care Team at the Sunglass Fix
Thiago Alves
1 reviews BR
I didn't receive my product
I didn't receive my product. Not sure what exactly happened, but the fact is that the product returned to Sunglass fix and I wasn't notified. They could have contacted me to arrange for reshipment or refund of the payment made.
Date of experience: January 24, 2024
Dear Thiago Thank you for contacting us. We apologise for any inconvenience caused by the delay in receiving your lenses. After reviewing our records, I advise we sent you an email on 29 February 2024, confirming that your package had arrived in Brazil. In that email, we provided detailed instructions for ensuring the delivery of your package, including visiting your local post office for collection. We understand that dealing with additional fees such as import charges can be frustrating. However, please note that this new import rule was implemented by your government. At present, our records indicate that your package has not been returned to our facility. If it had been returned, we would have promptly contacted you, as per our standard procedure. It's possible that the package is still en route to being returned, but it has not yet arrived at our facility. To resolve this issue ensure your satisfaction, I have sent you another email and kindly request your response. Your cooperation is greatly appreciated as we work to rectify this situation. Regards Lana Customer Care Team at the Sunglass Fix
Ibrahim Alharbi
1 reviews SA
The product is not original and the…
The product is not original and the shipping took longer than 3 months to deliver
Date of experience: January 19, 2024
Dear Ibrahim Thank you for taking the time to share your feedback. We are sorry to hear that you are not satisfied with our lenses and that the shipping took longer than expected. I have also emailed you this message and kindly request your response if convenient please. Please understand that we are not affiliated with any sunglass manufacturers, as most do not support aftermarket replacement of their lenses. Therefore, our lenses do not carry any logos or branding and the color may vary slightly from an original lens. We strive to be transparent about our service and products. Information about our lenses, including materials used and construction methods, is provided on almost every page of our website. Regarding the delivery time, we apologise for any inconvenience caused. It's important to note that the extended delivery time is associated with our free shipping option. We offer this as a cost effective choice for our customers and it allows us to provide subsidised shipping costs. For future orders we recommend you consider our discounted shipping options that come with faster delivery and tracking. That way you can receive your lenses more promptly and stay updated on the shipping progress. Once again, we apologise for any inconvenience you experienced and appreciate your feedback. Regards Lana Customer Care Team at the Sunglass Fix
Perry Barban
1 reviews CA
Order fulfilled wrong
Send two left lenses instead of a right and left. Neither lens fit. How to mail back at my cost. Still waiting for credit.
Date of experience: January 22, 2024
Dear Perry Thank you for bringing this issue to our attention. We provided you with our return center address in the USA for you to send back the returned lenses. However, we have not received any notification that the returned lenses have arrived, which is why there is a delay in processing the credit. I have investigated this and sent you an email with a complete resolution. I am sorry for any inconvenience this has caused. Please check your email and feel free to reach out if you have any additional questions or concerns. Thank you for your patience and understanding. Regards Lana Customer Care Team at the Sunglass Fix
P.J. Streng
1 reviews NL
Yup don’t resive the order
I am stil waiting , I dit not resive the sunglasses
Date of experience: January 27, 2024
Dear Piet, Thank you for reaching out to us regarding the status of your order. After reviewing your order history and our previous email correspondence, I see that we have been in contact with you regarding this issue. I apologise for any inconvenience caused by the delay in receiving your order. I have sent another email to you today, offering various options to resolve this issue to your complete satisfaction. Please check your inbox for further details and let us know how we can assist you further. Once again, I apologise for any inconvenience you have experienced with the delivery of your order. While the tracking information indicated that your order arrived in your country, we understand the frustration of not receiving your package. Thank you for your patience and understanding. Regards Lana Customer Care Team at the Sunglass Fix
Anas
1 reviews NL
Bad quality and bas customer service
bad quality and bas customer service
Date of experience: January 30, 2024
Dear Anas Thank you for contacting us. I am sorry to hear you are disappointed with your experience. We have been in constant communication with you since your lenses arrived, and we have sent over 12 emails in an effort to address your concerns. We provided multiple solutions to the issues you raised, but unfortunately, we did not receive a response from you as to how you would like to proceed. Despite this, we apologised for any inconvenience caused. Additionally, we were saddened to learn that you were unwell and sincerely wished for your speedy recovery in our email correspondence. Please know that we genuinely care about your well being. As part of our commitment to customer satisfaction, we offered our standard generous 6-month money-back guarantee to ensure your peace of mind. I have just sent a follow up email to you and hope for your response. If you have any further questions or concerns, please don't hesitate to reach out. Once again, we hope you feel better soon. Regards Lana Customer Care Team at the Sunglass Fix
Andrew
1 reviews CA
I never rec'd the lens.
I never rec'd the lens.
Date of experience: January 23, 2024
Dear Andrew Thank you for contacting us regarding the non arrival of your package containing your new lenses. I apologise for any inconvenience caused by the delay in delivery. Please note that you selected our Free Shipping option, which unfortunately does not include tracking. As a result, we are unable to track the exact location of your package. However, it should have arrived by now, and we are sorry that it has not reached you yet. Also, the package has not been returned to our facility, indicating a possible loss in transit. To address this situation and ensure your satisfaction, I have sent you an email with several options for your consideration and response. Please take a moment to review the options provided and let us know how you would like us to proceed. Looking forward to your response. Regards Lana Customer Care Team at the Sunglass Fix
Andrii Suprunov
1 reviews CZ
I paid money and was deceived
I paid money and was deceived. the goods were never delivered. It's already been half a year!!!
Date of experience: November 26, 2023
Dear Andrii Thank you for contacting us. I am sorry for any inconvenience caused by the delay in receiving your order. After reviewing your order history and our email correspondence, it seems that we did send you an email regarding the non arrival of your package. However, we have not yet received a response from you. In the email, we offered solutions to address the issue and are keen to hear how you would like to proceed. Unfortunately, since you opted for free shipping, we do not have a tracking number to provide any updates on your package. With the free shipping option, tracking is only available upon departure from Sydney, Australia, and entry into the destination country. Please reply to our email with your preferred course of action and we will do our best to assist you further. Regards Lana Customer Care Team at the Sunglass Fix
Marzuq Huq
1 reviews BD
The lenses didn’t fit my glasses
Wasted 50 dollars, the lenses didn’t end up fitting my ray bans. I made sure I picked the right model but the shape of the mess was not the same as the ray bans so I couldn’t fit it in the subglasses
Date of experience: December 17, 2023
Dear Marzuq Thank you for contacting us regarding your lenses. I am sorry for any inconvenience caused and my delayed response. After reviewing your order history and our email correspondence, it appears that we sent you an email addressing this issue, which you viewed. However, we did not receive a response from you. We want to ensure your satisfaction and resolve this matter promptly. I have resent the email to you and await a response so that we can work together to find a solution. Regards Lana Customer Care Team at the Sunglass Fix
FERNANDO CORTEZ
1 reviews BR
I didn´t received my lents
I didn´t received my lents
Date of experience: January 04, 2024
Dear Fernando Thank you for contacting us regarding your order. I am sorry for my delayed response. Confirming your order has successfully arrived in Brazil and is awaiting pickup at your local post office. I have sent you an email containing the tracking link for your review. This email also provides detailed information and options to resolve any issues that may arise. We strongly recommend visiting your local post office and ensure you reference your tracking ID when coordinating with them to settle the Brazil import fee. Brazil has recently implemented a new import charge for all incoming mail, so it is important to promptly settle this fee to avoid any delays in receiving your lenses. Please keep a close eye on your tracking, as there is a brief window of time after the lenses clear Brazil customs to make the necessary payment for fee. We understand that dealing with additional fees can be frustrating, and apologise for any inconvenience. Please note that this new import rule was implemented by the Brazilian government and as stated on our website, any import tax is the responsibility of the customer. We truly value your business and hope that despite this issue, you'll continue to consider us for your future lens needs. Thank you for your understanding. When convenient could you please check your inbox from my email and respond at your convenience. Regards Lana Customer Care Team at the Sunglass Fix
jeffrey kuselias
1 reviews US
Took over a month to get my blue tinted…
Took over a month to get my blue tinted lenses for my Prada sunglasses and on top of that Terrible quality lenses . The blue tint peeled right off after two weeks . Total waste of money I would definitely be going back to fuse lenses .
Date of experience: January 01, 2024
Dear Jeffrey Thank you for sharing your experience with us. 1. We understand your concern regarding the delivery time and apologise for any inconvenience caused. Our free shipping option that you chose typically takes around 4 weeks for delivery, as it's designed to provide a cost effective choice for our customers. However, we offer discounted shipping options with faster delivery and tracking for those who prefer a swifter receipt of their lenses. We recommend considering these options for future orders to ensure prompt delivery and stay updated on shipping progress. 2. We so stand behind the quality of our lenses. Crafted using the highest grade optical Polyamide and Polycarbonate materials, our lenses are chosen for exceptional clarity and durability. Incorporating Japanese polarization technology with a remarkable efficacy rating of 99.9%, our lenses ensure optimal glare reduction and clarity of vision. Moreover, they offer comprehensive protection against harmful UV rays across the entire UV A, B, and C spectrums. 3. We are sorry to hear about the tint peeling off, as this situation is highly uncommon and certainly not a representation of our usual standard of quality. We would like to address your concerns, so I have reached out to you via email to discuss this further and find a resolution that meets your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Claudio P
1 reviews CL
I haven’t received the product after…
I haven’t received the product after more than 3 months since purchase.
Date of experience: December 03, 2023
Dear Claudio Thank you for bringing this issue to our attention. I am sorry for the delay in receiving your lenses. We have received your email regarding this issue and I have responded promptly with steps to rectify the problem. Please check your email inbox for my message. I look forward to your response via email, indicating how you would like to proceed with the options I have offered you. Once again, I apologise for any inconvenience caused and appreciate your patience and understanding. Regards Lana Customer Care Team at the Sunglass Fix
A.R
1 reviews DE
Glasses came damaged
Glasses came well packaged, but have fine scratches. Buying including customs duty is unfortunately a shame.
Date of experience: December 27, 2023
Dear Rüzgar Thank you for taking the time to share your feedback. We appreciate your valuable input. I am pleased to hear that your lenses arrived well packaged, however, I am sorry about the fine scratches on your lenses. I have sent an email providing a resolution regarding your lenses and look forward to hearing from you soon. Regarding the customs fee that was levied on your purchase, we understand that this can be frustrating, and I apologise for any inconvenience it has caused. It's important to clarify that the customs fee is a result of the VAT law implemented by your government. As stated on our website, any import tax is the responsibility of the customer. Thank you for your understanding and continued support. Regards Lana Customer Care Team at the Sunglass Fix
Jason Walsh
1 reviews AU
Definitely do not buy from this company!
I lodged a complaint that my lenses are not a perfect fit, they are loose and can be heard and felt moving within the frame. My first purchase was 2 x premium lenses, 1 set are faulty with pin sized hills within the tint and both sets are loose inside of the Maui Jim frames! I was told a replacement set would be posted and I still haven’t received ANYTHING nearly 2 months later! Worse experience I’ve ever had with any sunglass company!
Date of experience: January 31, 2024
Dear Jason Thank you for contacting us and raising this issue again. We are sorry for the inconvenience you have experienced. Please note, we did receive your initial complaint and promptly sent an email within two days outlining how we could assist you and resolve the situation. However, we haven't received a response from you to our request for clarification and photographs, which are essential for us to provide the appropriate resolution. I have just sent a follow up email and eagerly await your response so we can promptly address this issue. We appreciate your cooperation and understanding. Regards Lana Customer Care Team at the Sunglass Fix
Brad Drury
1 reviews CA
The lenses are loose inside the frames
The lenses are loose inside the frames. Not a good fit sorry
Date of experience: December 11, 2023
Dear Brad Thank you for contacting us. I am sorry that you are experiencing difficulties with the fit of your lenses. Customer satisfaction is our priority and we do guarantee the fit of our lenses. We will resolve this issue promptly and effectively. I have sent you an email outlining the options available to resolve this issue. Please respond to my email at your convenience and feel free to contact us at any time via email or phone if you have any further questions or concerns. We look forward to hearing from you and providing the best outcome. Regards Lana Customer Care Team at the Sunglass Fix
Client
1 reviews FR
Wrong size of glass for conductor 8 glasses frame
Unfortunately the glass received are not at the good size for conductor 8 glasses frame. They are too small.
Date of experience: November 25, 2023
Dear Jean-Philippe Regarding your comments indicating that Oakley Conductor 8 OO4107 60mm lenses are too small for your frames. I apologise that you have encountered this issue. To ensure we can assist you productively, I have sent you an email and request that you please respond providing further details. This information will help us investigate the issue and take the necessary steps to resolve it. Thank you for bringing this to our attention, we look forward to hearing from you and resolving the problem. Regards Lana Customer Care Team at the Sunglass Fix
Alexander Wachter
1 reviews DE
The lenses have still not arrived.
The lenses have still not arrived.
Date of experience: December 03, 2023
Dear Alexander We appreciate you contacting us regarding the non arrival of the package containing your lenses. Further to our email correspondence earlier today, where you kindly verified your shipping address after we notified you that the package was returned to our facility. We appreciate your cooperation, thank you. We are pleased to confirm that the issue has been successfully resolved. Once again we apologise for any inconvenience caused by the initial shipment and thank you for your patience and understanding throughout this process. Should you have any additional questions, please feel free to reach out to us at your convenience. Regards Lana Customer Care Team at the Sunglass Fix
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