Reviews 4
19,563 total
Peter Jennings
1 reviews AU
Unhappy
I sent two pair Prada/RayBan sunglasses in for replacement original lens and received ordinary lenses with no indication of product name They are now valueless Thanks a lot
Date of experience: August 10, 2022
HI Peter, I'm sorry you didn't understand how our service works before ordering. We operate like optometrist around the world but specialize in sunglases. I founded the company 17 years ago when I found that it was pretty much impossible or uneconomically viable to get replacement lenses from suppliers. I set out ot create an cost effective, viable option for people around the world by trying to produce the highest quality lenses and then setting out to make replacement options so people didn't have the throw away perfectly good frames. We try to explian this on just about every page on the website but even after 17 years I realise it's still a new concept to many. If the branding is important to you I would suggest you remove the lenses we installed or send the frames back with the origianal lenses. We will be happy to install your original lenses and refund your purchase so you can then contact the suppliers to see if you can get a more suitable option for yourself. I'm sorry our business solution wasn't what you were after and even more sorry you didn't realise that before ordering. Last thing we want is customer not to understand what they are getting before ordering. Only leads to harmful reviews like your. Please do reach out to our team so they can help you pursue another option or at least get the funds back so you can buy another pair. [email protected] Craig Anderson - CEO and Founder - Sunglass Fix
Ben Hamblett
1 reviews AU
lens do not fit.
lens do not fit.. waste of money
Date of experience: August 10, 2022
Hi Ben, I'm sorry to hear the lenses you ordered do not fit your frames. I'm even more disappointed you never contacted us about the problem but instead left a harmful review to let us know. We have a team of experts here that help customers around the world order the correct lenses and resolve issues when lenses do not fit or can not be installed. I will have someone from our team reach out to you. Please work with them so they can help identify what may had gone wrong with your order and resolve it for you. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Danielle
1 reviews AU
Pretty disappointed as my new lenses…
Pretty disappointed as my new lenses aren’t the right size !!! I specified all the correct details from my glasses to this company and I received a badly fitted pair of Generic ray ban wayfarer lenses that are loose in my wayfarer frames Highly disappointed and hope to get these replaced asap FREE OF CHARGE !!
Date of experience: August 09, 2022
Hi Daneille, Ray Ban has made two version of your model and size. We have both listed on our website with dimensions but the difference is very subtle. In fact it's only 1mm size difference in height. You ordered the smaller version of the two so I would assume you just require the larger version. Unfortunately, the first time we heard you had an issue is through this harmful review. We have a team dedicated to help people with ordering correctly and order issues. An email would have certainly worked to get this resolved rather than harming our small family run business. I will have someone from our team reach out to you. Please work with them so they can get the proper lenses for your sunglasses to you. Craig Anderson - CEO and Founder - Sunglass Fix
Lee
1 reviews GB
Poor quality lenses
Poor quality lenses If polarised at all I would be truly be surprised My advice would be don’t buy unless nothing else is available
Date of experience: August 06, 2022
Hi Lee, I'm sorry to hear you were not happy with the quality nor the polarization. We strive to make one of the best sunglass lenses on the market and I'm curious as to what may had gone wrong with the pair we sent you. We use Japanese polarization film which has a 99.9% efficacy rating. It's also made to be as natural as possible meaning it should block glare but not cause distortion like some films do. Additionally, there are many other aspects of our lenses such as optical clarity that should outperform your original lenses. However, everyone is different and we fully understand people many not like the colour or other aspects of the lenses they purchase from us. That's why we offer the no question 6 month return policy. You can send the lenses back anytime for a full refund. Please contact [email protected] and they will give you instructions for mailing them back at the best rate possible for the refund. They can also provide you instructions on how to determine if they are polarized or not. There are some tips here for determining that. https://www.thesunglassfix.com.au/what-are-polarized-lenses Regardless, I'm sorry we didn't meet your expectations and certainly hope you will work with our team to get your money back or a resolution to this matter. Craig Anderson - CEO and Founder - Sunglass Fix
Martin Lanham
1 reviews US
Not even close to the correct size
Not even close to the correct size. You guys ask for the model #. There are different sizes of the model #. It costs over half of what I paid for the lenses to ship them back. I’ll stick to Ray Ban website
Date of experience: August 05, 2022
Hi Martin, I'm really sorry about that. It's hard for us to know when or if a company like Ray Ban has rolled out different sizes. We do try to provide detailed instructions on how to find the size of your lenses on our website but I know that can be missed at time of ordering. I do see that our care team discussed options for returning the lenses or sending in the frames so we could custom make lenses for your frames. We do also have instructions for how the lenses can be returned in an economically viable way. You just can't go to USPS and mail it as they will try to get you into tracking and charge you for a package. In that situation it's about the same price as mailing in the frames. I know the care team stated there would be a charge for return shipping of your frames but I'm more than happy to wave that charge if you send in the frames. I will also have somone from our team send through the instructions to mail them back for around 3 dollars USD if you would prefer to just get a refund. Again, I'm sorry about your ordering the wrong size and us not having lenses for the larger sized frames. Craig Anderson - CEO and Founder - Sunglass Fix
Sunburnt eyes
1 reviews AU
Incorrect parts for model
Not the right parts for the listed sunglasses. Not one screw worked. No help was offered from the representative who I contacted. I will never use this company again or recommend to anyone else
Date of experience: August 04, 2022
HI Ryan, I'm sorry to see the review. I fully understand your misunderstanding when ordering our accessories. We do try to label the screw sets we sell for 2.95 as a Generic screw set and have a pop up to show exactly what they contain. Our team did Reply to your message as well and provided an entire page about tips for trimming the length of the screws as that's easy to do with any wire cutter. The various thread diameters do fit most frames but certainly not all. After providing this information they didn't hear anything else from you so could only assume you resolved your screw issue. Anyhow, if there is any help we could provide let us know. You are more than welcome to send your frames in here, along with the lenses and we'll install them for you. Again, while we wish we could supply the exact screws, lengths, colours that go with every frame in the market that task would be close to impossible. There are probably 100,000's of combinations and we felt we could at least help by providing the most common sizes in the longest lengths that could be cut down to size so they could resolve 90% or more of missing screw problems. Please do respond to our last email and let us know how we can help further. Craig Anderson - CEO and Founder of Sunglass Fix
MICHEL
1 reviews FR
It is a wrong model
It is a wrong model, il wanted for the model Jennifer of TOM FORD
Date of experience: August 04, 2022
Hi Michel, I'm sorry to hear you ordered the wrong model. I'm even more bummed out to hear about it through a very harmful 1 star review. We do a lot to try to point people to the right model and provide instructions on how to find the right lenses for your sunglasses. Regardless, we understand people make mistakes. Replacing lenses is a new concept for many people and the last thing we want to do in have customers that are unable to install their lenses. We have a team here that are very skilled at helping customers get the lenses they require both before ordering and if a problem occurred with their order. If you would have reached out to them and explained that you ordered lenes for the Tom For Whitneys on accident but needed Jennifers they would have exchanged those for you immediately. However, we can't help if you don't reach contact us. I can see you did reply to the review request either right before or right after leaving this harmful review. I'm sure someone will get back to you shortly and help you get the lenses you require. However, please remember there are people on the other side of these reviews. A small family run business like ours relies heavily on them and your not giving us a chance to correct your ordering issue is truly harmful to everyone. Craig Anderson - CEO and founder - Sunglass Fix
Cham Kariyawasam
1 reviews AU
Lens didn’t fit!!
The replacement lens we purchased didn’t fit, even though they where specific to the frame model. We had to go to optometrist to help fit and even then it wasn’t 100%.
Date of experience: July 29, 2022
Hi Cham, I'm sorry to hear the lenses you ordered did not fit your sunglasses great. I'm also disappointed you didn't reach out for help and instead decided to leave us a harmful review. We have a team dedicated to helping customers that have issues with their orders. With over 300,000 lenses things can go wrong during the ordering process and yes, even during the manufacturing process. However, we work hard to ensure every customer gets what they require to fix their sunglasses or their money back. I will have someone from our team reach out to you. Please work with them so they can validate your frame and figure out the best way to resolve the problem for you. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Tony S. Diliberto
1 reviews US
since I placed my order in June and…
since I placed my order in June and have not received my lenses that is the reason for the one star. I bought 2 sets of lenses and so far nothing. maybe a refund would be great. I was contacted by you and I did send the lenses and frames together to the address provided. Since you lost my glasses I expect a full refund and dont give me any of this miscommunication line. A full refund is necessary.
Date of experience: July 28, 2022
Hi Tony, we have looked further into your order and I can see we did sent an email to you once we received your lenses. As mentioned we can't make lenses from lenses and guarantee fit. However, I have spent a lot of time with the technicians and your lenses. We tried them in several models, took another look at your original photos and are fairly confident we have found a match to the Tom Ford Raquels. We have sent you an email with options to move forward to getting this order completed for you. Again, I apoligise for the confusion surrounding the order but we do try to be very clear that frames need to be sent in as making lenses from lenses will not work in most cases without a frame to test them in. Lenses are made to .05mm in accuracy and while lens to lens creation is good, it seldom makes a perfect model, just a decent starting point for the computer design. Please reply to us about how to move forward and we'll do what we can to complete your order. Thanks, Craig Anderson - CEO and Founder- Sunglass Fix ----------- Hi Tony, I'm sorry to see your review and also sorry you didn't contact us before leaving such a harmful review. Someone could have explained the problem if you had done so. You ordered Custom Made Lenses from the Sunglass Fix. In this situation, as per the email we sent you, we are going to make and install lenses in your frames. That implies you are to send in your Sunglasses to our Lab for the work to be performed. I'm sorry if that wasn't explained clearly before you ordered nor in the emails sent to you with instructions on how to pack and ship the frames to us. Regardless, we have not received your frames at this point. So if it was just confusion and you thought we'd somehow send you lenses then it was just a misunderstanding as we can't make lenses for sunglasses we don't have a design for unless have the frames to do so. Regardless, I will have someone from our care team reach out to you. If you still want to repair your sunglasses and want to proceed with the order they can help you get the frames to us. If you just wanted lenses we can again research what models you have and modify your order and send the lenses if support those models. Again, I'm sorry about the confusion here but reaching out would had been much better for all of us than harming us with a bad review before trying. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Mark Fricker
1 reviews AU
Terrible quality lenses screw holes…
Terrible quality lenses screw holes elongated poor placement lenses fail to remain in place on frame. Lenses also came cracked
Date of experience: July 28, 2022
Hi Mark, I'm sorry the lenses for your Versace 2040's didn't meet your expectations. I'm also sorry you never contacted us so we could help. We do have the VE2040 frames here as they are one of the most difficult lenses to make due to their high curvature and hole drilling that takes place on the outter edges. Regardless, we make a lot of them and test almost all of them before disptach. The holes are normally in the back and if not a perfect size should hold a secure mount and not cause any costmetic differences since they are on the back of the frame. However, Cracked lenses are not OK. As mentioned most of these lense are not only QA but tested in frame. Beyond that they go through two different inspectiosn for any defects and I would have hoped any cracking would have been caught. Regardless, we are here to help and just wish you would have contacted us before leaving such a harmful review. We have a 6 month no question return policy. Additionally, we could install the lenses for or make a new set if they were damaged. I will have someone from our team reach out to you. Since you are in Australia it might make sense to just send in the frames so we can make and install a pair for you. We could also get out another set. Lastly, you can certainly return the lenses for a full refund. We are here to help and do wish you reached out as you would have received the same offers of assistance if you had. Craig Anderson - CEO and Founder - Sunglass Fix
customer
1 reviews GB
Fit well but did not have the logo on…
Fit well but did not have the logo on the lense so look like fakes
Date of experience: July 25, 2022
Hi Heidi, I'm sorry about the confusion here. As explained our website we operate like an optometrist and make replacement lenses using our own high quality lenses for almost all sunglasses. I started the business 17 years ago when I found that most manufactures do not make repair parts. If you really want logos you can certainly return our lenses. WE have a 6 month no question return policy. I would suggest you contact the manufacturer first and see if they have lenses. If they do and they are a cost effective solution then that may be the best solution for you and we certainly want you to be happy. Last thing we want is bad reviews and that's why we try out best to be very clear on our website. We just want people to stop tossing perfectly good frames when they can be easily repaired. It's just one more waste in a world we need to be taking better care of. Thanks, Craig
Edoardo
1 reviews IT
Wrong lens
The Lens doesn't fit on my sunglasses frame. The model that i bought Is exactly the same of mine, but the Lens that i've received are wrong.
Date of experience: July 18, 2022
Hi Edoardo, I'm sorry to hear the lenses you ordered did not fit your frames. I'm also disappointed to hear about this problem the for the first time through a very harmful review. We have a team at the Sunglass Fix that not only helps people order the correct lenses they need but help them in situations where the lenses do not fit. However, it's impossible for us to help when we are not made aware of the problem. Unfortunately Ray Ban made over 20 variations of the RB3025 Aviator frames. I can see you ordered lenses for the Bausch and Lomb 3025 frames which were discontinued in early 2000 and would have to be over 20 years old. Regardless of the problem we can help resolve it for you now that we are aware of the situation. I will have someone from our care team reach out to you. Please work with them so they can determine what frames you have. We will then be able to determine the best path forward to help you. Craig Anderson - CEO and Founder - Sunglass Fix
Scott
1 reviews US
Items were exactly like was said
Items were exactly like was said. Great product. Great customer service. I absolutely would recommend to anyone
Date of experience: July 17, 2022
Hi Scott, thanks for the nice review. However, the 1 star review doesn't appear to match your comments. If that was a mistake it would be greatly appreciated if you could change the stars. It takes 20 x 5 star reviews to make up for one - one star review. Glad you liked the lenses and hope you get many more years out of your sunglasses. Craig Anderson - CEO and Founder - Sunglass Fix
Alan Zepeda
1 reviews US
Totally sent me the wrong size lenses
Totally sent me the wrong size lenses. Had to get new ones.
Date of experience: July 17, 2022
Hi Alan, I'm sorry to hear the lenses you ordered did not fit your frames. I'm also disappointed you never reached out to us to inform us of your problem. With over 300,000 lens models available issues can arise but we do have a team here dedicated to supporting customers. However, we can only help if we are made aware of a problem. We do guarantee fit regardless of the cause. We will help with an exchnage if you ordered incorrectly or will get out a new pair if something went wrong on our side. I will have someone from our team reach out to you. Please work with them so we can determine what frames you have, compare that to your order, and determine the best path forward to resolve you problem. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Jovanny Duran
1 reviews US
Order never receive
I please order like 16 weeks ago, never receive!
Date of experience: July 17, 2022
Dear Jovanny, I'm sorry to hear you never received your package. Our tracking shows that the package for your order placed on the 14th of April was delivered on the 5th of May in your mailbox. https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9374869903508352475089%2C&tABt=false Your tracking number is 9374869903508352475089 and can be located on the USPS website. I would suggest you contact your local post office and find out what might have happened with the tracking number. Also, it should have been delivered in an envelope size box. Please check to see if it may had been misplaced as it's not a large package for a set of lenses. We can further folllow up with DHL or put a claim in with USPS now that we are aware of the situation. We do guarantee delivery but following up with USPS may be your fastest option if you can't locate the package. If this doesn't work out let us know and we will raise the issue with DHL and USPS and ensure you get what you ordered or refund your order as we do guarantee delivery but will have to work out why the tracking states it's been delivered to the address provided in your order first. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Lendell Carter
1 reviews US
They sent me the wrong size lenses and…
They sent me the wrong size lenses and the number they put on the box does not exist so my problem is still not fixed as long as it took to receive the lenses and for them to be incorrect and no way of fixing the issue is unprofessional I am not satisfied at all
Date of experience: July 17, 2022
Hi Lendell, I'm sorry the lenses you ordered did not fit your frames. I'm also sorry you never contacted us about the issue so we could help resolve the problem for you. We do make over 300,000 lenses and it can be hard for customers at times to determine what they need. In some rare cases we can also make a mistake in manufacturing or packaging lenses. Regardless, we do have a team dedicated to helping customers, like yourself, that have a problem with their order. However, we must be made aware of the issue in order to help. We just hope customers are kind enough to reach out to us rather than leave us a harmful review to communicate the issue. I will have someone from our team reach out to you. Please work with them so we can work out what frames you have and the best way we may be able to help you restore them with new lenses. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Frau Bauer
1 reviews DE
Sorry but the glases did not fit into…
Sorry but the glases did not fit into the frame perfectly
Date of experience: July 07, 2022
Hi Inga, I'm sorry to hear your lenses did not fit. I would also like to apologized about the delayed response as I was out of town last week. We do guarantee our lenses will fit. With over 300,000 lenses available things can go wrong either during the ordering process or during production and packaging. Regardless, while rare, we do have a team here to support customers that have issues. However, we never were made aware of your issue prior to this review. I will have someone from our team reach out to you to determine what frames you have and to work out the best solution to resolve your problem. Thanks, Craig Anderson - CEO and Founder of Sunglass Fix
Rolf Krüger
1 reviews DE
Haven't received delivery yet
Haven't received delivery yet. Ordered 3 months ago.
Date of experience: June 30, 2022
Hi Rolf, This was completely our fault. I know there was confusion around what colour you wanted. I can see the order was changed to match what you previously had ordered. However, for some reason another care person saw you email at the same time and put the order on hold to work out what you colour you wanted. However, once resolved they did not activate the order. I will activate your order right now for a pair of G15 polarized lenses. I will also refund your order in full and we'll send out your order for free due to our mistake. I'm very sorry about the mistake and may late reply as I was out of the office for past 10 days. Craig Anderson - CEO and Founder - Sunglass Fix
Andras
1 reviews HU
Ordered what I needed
Ordered what I needed. Nothing arrived. 2022 packages should bit get lost, especially if tracking was paid for it...
Date of experience: June 23, 2022
Hi Andras, I'm sorry to hear you never received your package. Yes, shipping is getting better in 2002 but it's still not without problems. Some countries are better than others at completing delvieries and we do track each and every shipping problem we had. During the height of the pandemic we had 5 out of 100 of our global shipments go missing. It was devastating to both us and our customers. However, we guaranteed every single one of them and either reshipped them or refunded the purchase. Today, in 2022, things are much better with only 1 out of 100 packages not reaching their destination. At times we can blame DHL for not getting it to the country, other times it's customs that holds it up in a country then sends it back if it's not collected or their fees paid, then you have the local postal services that delivery it incorrectly. However, we also have a large number of customers that make a typo during ordering. They type the wrong post code or street number or phone number. Yes, in 2022 there are still ways tings get lost globally. Regardless, we try to work with each and every customer to help them. I will let our care team know you have not received your order. They will reach out to you shortly with your options. At this point in time you've exceeded the 6 weeks threshold and as outlined on our website for Eastern Europe your options are to either receive a refund or we will reship your packaging with tracking. I know it's frustrating. We wish the global mail delivery process was better and we are doing all we can to ensure we collect accurate addresses and use one of the best services that still allows us to deliver our lenses around the world at a price that makes repairing your sunglasses an economically viable solution. Craig Anderson - CEO and Founder - Sunglass Fix
Pete Bruncati
1 reviews US
Made an order weeks ago and paid for…
Made an order weeks ago and paid for extra fast shipping. No correspondence at all! No replacement lenses, no response from company. I THINK I GOT RIPPED OFF
Date of experience: June 22, 2022
Hi Pete, I'm really not sure why you aren't getting updates from us. Normally you get a receipt upon purchase, then an email upon shipment with tracking information. It's possible one of two things happened. 1)_ Our emails have gone into your spam folder. Please look for emails from [email protected] in your junk or spam folder. 2) You entered a typo when placing your order in your email address. I can see that your package arrived today. https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9374869903508369526873%2C&tABt=false Lastly, it does appear that you ordered using your wife's email address so ensure you check that email. The email sent today to our care department that they responded to you on with the delviery confirmation details was a different email address than that in the order. Lastly, please remember we are a small, family run business. Reviews like this really harm us. We do try our hardest and did produce, package, and ship your lenses and did send out the email communications. Getting such a horrible review when we tried to do everything right to help you wife keep her sunglasses seems wrong. It would be nice if you can reconsider your review once your wife gets her sunnies up and running again. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
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