Reviews 4
19,563 total
Goldie Nam
1 reviews US
I thought I did the right thing and…
I thought I did the right thing and ordered my lenses. Turns out they weren't the right ones. Ok I was told to send back and with their clear instructions I could order new ones. Too bad I wasn't gives those in the first place But BEWARE the company is in Australia and returning the lenses would cost $40 US Dollars. And the the lenses $33. So for that amount I can buy a new pair. I'm stuck with lenses that don't fit. If it cost 5 bucks to send. I'd do it but $40!! No
Date of experience: June 19, 2022
Hi Goldie, I'm sorry about the delay in getting back to you. Please contact our care team at [email protected]. They are very good at helping customers that may had ordered incorrectly get the lenses they need in the most economical manner. We help thousands of customers all around the world exchange incorrect lenses for the right ones. We also provide instructions for how you can return the lenses for around 3 dollars. In short, we wouldn't expect anyone to ship them with a premium service and tracking back to us. There's standard airmail services that can be used and if only the lenses are shipped back, not the packaging, it should cost around $3.00. Unfortunately, USPS is trained very heavily to upsell customers and scare them about mail loss even though we operated without the expensive services for hundreds of years just fine. I'll have someone reach out to you and provide a hand. Craig Anderson - CEO and Founder - Sunglass Fix
Richard Schroder
1 reviews NZ
my order has not arrived it has now…
my order has not arrived it has now been 10 weeks, a new order has been sent apparently
Date of experience: June 12, 2022
Hi Richard, I'm really sorry that your original package was not delivered properly. From what I can see of the tracking you were provided it went to NZ and was sent back. Normally that's an address issue but we won't know until we get it back. I can also see that last week, when the team heard of your issue they sent out another pair within two days, once again providing you tracking. I hope this package arrives without any issues and I do apologize for DHL and Fastways NZ letting us both down. I just wish you could have reached out to us abit earlier or given us a few days to get the new package to you before leaving such a harmful review. We did ship the item and made your order again and reshipped it right away when we became aware of your postal issue. Very hard on small family run business when we try hard to do the right thing. I know it wasn't great for you but we certainly did the right thing for you. Craig Anderson - CEO and Founder - Sunglass Fix
Tullio
1 reviews IT
I wait for a pair of lens
I wait for a pair of lens, and after a long long time are arrived 2 different size of lens. Worst is hard to find
Date of experience: June 11, 2022
Hi Tullio, I'm sorry you had an issue with the lenses after the package taking so long to get to Italy from Australia. I can see our team reached out to you after you contacting us about the smaller lens. However, I can also see no reply was received so no action was taken. i will have someone from our team reach out to you once again. Please do respond this time so they can resolve the issue for you. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Mikkel Thomsen
1 reviews DK
the glasses did not fit
the glasses did not fit
Date of experience: June 10, 2022
Hi Mikkel, I'm sorry to hear for the first time through a negative review that the lenses you ordered did not fit your frames. We certainly would have resolved this for you as we guarantee fit regardless of the reason. Even if you had a different frame than you ordered lenses for we'd help you exchange for the right model at no additional cost. However, our team can not help if we are not made aware of the issue. Oakley has rolled out 10 different models of the Sliver frames. Each one requires a different lens. it's quite possible you have one of the other 9 Sliver models. It's also possible we made a machining error. Although this is rare as our machines normally run to within .05mm precision, things can go wrong. I will have someone from our team reach out to you now that we are aware of your problem. Please work with them as I'm sure they can help you get what you need. Thanks, Craig Anderson - CEO and Founder of Sunglass Fix
Jennifer Soto
1 reviews US
Totally wrong
I received the lenses for the frame completely the wrong lenses not anything even close to the right lenses tried getting a hold of somebody from the company and never heard anything back.
Date of experience: June 09, 2022
Hi Jennifer, I'm sorry the lenses you ordered didn't fit your frames. I'm even more apologetic that no one ever got back to you. I have searched our care center and there is no emails from you so I'm not clear on how you reached out to us. If it was a voice mail it should have been called back. However, if it just took place over our weekend here it may take a day to get through all voice mails. We do have a team dedicated to helping people resolve fit issues with their orders. I will have someone from our team reach out to you right away. Please work with them. I'm sure they can resolve the issue for you right away. Again, I'm sorry no one got back to you. We do strive to get back to customers within 1 business day but not finding an email from you may mean someone was not able to, or didn't respond to your phone message. Please work with the care team and I'm sure they'll get your sunglasses up and running n no time. Craig Anderson - CEO and Founder - Sunglass Fix
Andrew Page
1 reviews AU
Absolutely shocking lenses.
Absolutely shocking lenses. Loose in the frame. Junk. I will not be buying again.
Date of experience: May 30, 2022
Hi Andrew, I'm sorry to hear about the lenses you ordered not fitting your frames well. I'm especially sorry that the first time we were made aware of your issues was through such a harmful review. We have an entire team dedicated and trained to help customers order the correct lenses and resolve problems if they have an issue with their order. I can't say for certain what may have gone wrong with your order. It could be a model or size mismatch, a machining issue, or any number of other factors that might have resulted in your lenses not fitting perfectly. We do have a 6 month no question return policy and guarantee a perfect fit. However, it's hard to help if we are not made aware of the issue, It would had been nice to have received an email or phone call before getting a review like this. Not great for small, family run business and I hope if you ever start one your customers will grant you the opportunity to fix something before publicly chastising them. Regardless, someone from our team will reach out to you, now that we are aware you had a problem, and see what we can do to resolve your issue. Craig Anderson - CEO and Founder - Sunglass Fix
Vladimir Pisarski
1 reviews BG
Totally disappointed. Defective Lenses
After I received finally my ordered lenses.. And opened them.. The appeared with scratches and defects.. Totally disappointed, mainly because I was fooled with so many positive feedbacks and opinions... How come something made/manufactured new.. could have scratches?! They even stated in their site that lenses are scratch proof.... Definitely will not order again!
Date of experience: May 27, 2022
Hi Vlado, I'm sorry if the lenses arrived damaged. While we certainly do our best to inspect each and every lens carefully before shipment all I can assume is that someone either missed the damage or it was damaged in transit. I would also recommend washing the lenses with hot soapy water. Sort of like you'd do your dishes but with fresh water. Sometimes the packaging can stick to the lenses and look like damage but it cleans off. If that doesn't remove the damage please let us know. We do guarantee they will arrive scratch free. While we do boast some of the best scratch protection on the market, nothing is scratch proof. We'd never say that even if the lenses were made of solid diamonds as any harder surface encountering a sharp harder surface will cause scratches. Ours are rated about 40% more scratch resistant than most lenses on the market. However, as mentioned nothing is scratch proof. Please try the cleaning and if that does not resolve your issue contact us at [email protected] and they will organize a replacement set. Again, I'm sorry, I know with shipping around the world it can take awhile to get packages, especially with logistics around the world still recovering from the pandemic. I know after a wait last think you want is a problem. However, we will take care of it if you contact us. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
David Jenkins
1 reviews US
Do NOT buy outside of Australia
I live in the USA and I purchased some Maui Jim replacement lenses. They did not fit and were very loose. It cost me 19.20 to ship back. This was the cheapest price at snail mail USPS. Sunglass Fix has refused to refund my postage. They were quick to refund my purchase as they know the lenses are not the same or even close to the originals. Im sure they figure most people will not return and take the loss but i work hard for my money. In Response to Mr Anderson. Some of what you said is true and some is a downright lie. First off, I sent a picture of my lenses out of the frame to you guys and it was Sunglass fit that not only identified my lenses they also included a link to those lenses. I used that link to the lenses that I ended up buying. So unless Sunglass fit misidentified the correct lenses that is not on me. My glasses did NOT have a prescription, they were straight from Maui. I seriously doubt that they were a perfect fit in Australia and not here in the USA. As far as the postage goes I will be going to our post office this week and showing them what postage should have been. When i was there 19.20 was the cheapest option they offered. I will tell them that Sunglass Fix said it should have been less than 3, Do you think i will get a refund? Finally, I just had my cataracts removed and didnt have another 2 to 4 months to work with you, sorry. Can you imagine what the postage of my frames would have been? I will chalk this up as a learning experience and would advise the readers to be careful. Have a nice day!
Date of experience: May 23, 2022
Hi David, I'm sorry about your situation. I've had meetings with out care and lens tech team, both of which tried to help you out during this process. As you know there are two versions of the MJ412's, that Maui Jim made. One version has only one gasket in in the nose hole while the other has gaskets in both the nose and arm area. I know our care team tried to point you to the correct version based on phone conversations you had with them and I'm sorry if that didn't result in your determining which of the two versions you required. What we also don't know is if if you had prescriptions in the frames prior to ordering non prescription lenses and if an optometrist may had altered the frames to fit a thicker lens. Regardless, we did offer to help and reached out for photos so we could see what the problem was and if we could resolve it by sending the alternative model or if the frames needed to be sent in so we could undo the alternations made (usually heating of frames) to fit the wider prescription lens. We were also clear that if we could have identified that we somehow made a mistake we would have refunded you in full without having to return the lenses. However, you elected to return the lenses and paid for tracking before any of the fit reasons could be determined or we could provide mailing instructions. Our instructions which are on our website but also sent by email once we know the customer is returning the lenses help customer return them in the most economical manner. Normally, if tracking service is not used returning the lenses only cost around 3 dollars for postage. Yes, it's a bit more risky to send without tracking but with products at this price range and the astronomical rise in covid shipping rates, it's the best method to use to keep things practical. We did refund your purchase upon return as we've got a no question 6 month return policy. However, because we were aware of your problems uur technicians tested the returned lenses in our frames and they did fit perfectly with no wiggling or movement. Therefore, we are still unclear as to why you had problems. Again, could have been the alternative model you have or prescription modifications. Regardless, I'm sorry the lenses you ordered were not correct for your frames for whatever reason and it became a bad experience as it cost you more than necessary due to mailing the lenses back with tracking. That's why we try to provide economical options for returning lenses on our site and by email when we know a return will be sent back. However, when we can not determine the issue and a customer mails the lenses back we refund the order in full. As stated, if we could have worked out the problem with you I think the outcome would have been better for both of us. We would have much preferred a happy customer than one out the 20 dollars for returning their lenses and leaving us such a harmful review instead of working with us on a resolution. However, I can see our team tried to help and only wish they were more successful in gathering the information they needed to better aid you. Craig Anderson - CEO and Founder - Sunglass Fix
Mahsuk Kizilay
1 reviews TR
eyeglasses were scratched and turned out to be of poor quality
eyeglasses were scratched and turned out to be of poor quality
Date of experience: May 19, 2022
Mark Howlett
1 reviews GB
The reason I’ve only given 1 star is…
The reason I’ve only given 1 star is because I ordered red mirrored lenses & I was after waiting 3 to 4 weeks delivered black lenses not what I ordered so poor service.
Date of experience: May 15, 2022
Hi Mark, I'm not sure what happened with your order. In our system it states you wanted the black solid lenses on your order. If you would like to exchange for the red mirrored lenses we'd be happy to help with that. I would suggest you reach out to the care team and let them know you would prefer to have the Red-Mirrored lenses and accidently ordered the black ones. I'm sure they will help you exchange the black lenses for Red-Mirrored. Thanks, Craig Anderson - CEO and Founder - Sunglasss Fix
Brendan Weatherill
1 reviews AU
The lenses didn’t fit the Prada glasses…
The lenses didn’t fit the Prada glasses correctly.
Date of experience: May 07, 2022
Hi Brendan, I'm sorry the lenses you ordered for your Prada Sunglasses didn't fit properly. I'm also sorry you didn't reach out to our company for help as we do guarantee fit as well as have a 6 month no question return policy. We do make a lot of lenses for the Prada SFS53 series. It's possible we can resolve this for you quickly if we just work out what frames you have. I will have someone from our team reach out to you. Please work with them and I'm sure they will quickly be able to determine the best solution to get your Prada's up and running like new again. Alternatively, if you just want to return the lenses just let them know and they will facilitate that for you. Craig Anderson - CEO and Founder - Sunglass Fix
Sm De wachter
1 reviews NL
This is plastic its not real product
This is plastic its not real product
Date of experience: May 06, 2022
Hi Menno, I'm sorry you are not happy with the lenses we produce. We do our best to explain how our service works. I started the business 17 years ago when I was frustrated there was no way to get new lenses for perfectly good frames. My goal was to try and make the best all around lenses so customers around the world would have an option over throwing their perfectly good frames into landfills when their lenses were damaged. We operate just like an optometrist and make our own line of lenses for all sunglasses. We have nothing to do with the original manufacturers, most of whom do not make repair components for their products and if do make them so expensive repair is not a viable option. Our lenses are made from a new technology which is a plastic polymere similar to Trivex call polyamide. It has many benefits and it's why we feel it's one of the best all around lenses on the market. First, it's substantially lighter than glass and usually much more comformable to wear. it also doesn't break like glass so is more durable in that manner and much safer. Lastly we use some of the best components available to make the lenses. Japanese polarization film and good hardcoating which helps them last and perform for long duration. We do understand replacing lenses in a new concept to most and how our business runs can be confusing to customers around the world. That's why we offer a 6 month no question return policy. If you would like to pursue another option to get something you would prefer please don't hesitate sending the lenses back. We will refund your purchase in full so you can get a new pair of sunglasses or reach out to Serengeti and see if they can help with your repair. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Toni Parks
1 reviews US
Well since I never received the lenses…
Well since I never received the lenses I would have to say service is bad.
Date of experience: May 05, 2022
Hi Toni, I'm sorry to hear you didn't get your package. Our tracking from DHL shows the package with your lenses was delivered on the 22nd of Feb, about 10 days after your order was placed. https://ecommerceportal.dhl.com/track/?ref=AUBZQ396567 The package is a box about 3/4 inch thick and about 8 inches long and 4 inches high. It's got blue dots on the backside and a mailing label on the front. It should be clear it's from us. Please ask around your household if anyone might have placed it someplace. If you are still not able to locate it please let us know at [email protected]. We will raise an inquire with DHL after verifying the address was correct and if they can't figure out what's happened we will certainly get another set out to you. Thanks, Craig Anderson - CEO and Founder Sunglass Fix
Jörg Plistermann
1 reviews DE
Glases are Not in the Right sight
Glases are Not in the Right sight The Glases are to small
Date of experience: May 04, 2022
Hi Jorg, I'm sorry to hear you had an issue with the lenses you ordered. Most of the time people let us know of the issue before leaving harmful reviews. We do guarantee the lenses will fit the frames and also have a team here that supports users that are having installation or fit issues with the lenses they ordered. They are usually able to determine what the issue is and best resolution in minutes when they are made aware of the problem. I will have someone from our team reach out to you and try to help. Again, I'm sorry the lenses didn't fit. We do make over 300,000 lenses and things can go wrong during the ordering process and sometimes during the edging process. Regardless, last thing we want is people not getting their sunglasses fixed. We will help so please do respond to our teams request for information. Craig Anderson - CEO and Founder Sunglass Fix
John Hines
1 reviews US
The lenses don’t fit
The lenses don’t fit
Date of experience: February 18, 2021
Hi John, I'm sorry to hear the lenses for your Tom Ford Snowdon sunglasses did not fit. There are two sizes of the Snowdon model, so it could be as simple as that. If so, we can send you out a pair of new lenses immediately. I'll have one of our care team reach out to you or if you'd rather, you can contact them at [email protected] and send them a photo of the model information on the inside arm of your sunglasses. (A reply to you invoice would be perfect so we have your order number.) They will help you determine what lenses you need for your frame. With over 200,000 lens models mistakes happen. However, we do have 15 years of experience helping customers around the world get what they need to get their favourite sunglasses back up and running like new. And we have a 6 month no question guarantee if you have any issues whatsoever. We do our best to give a 5-star service, so I'm sorry we seemed to have missed the mark. Now we know you have a problem, we'll do all we can to resolve it for you. Best regards Toby Price Head of Customer Service
Braeden
1 reviews AU
Not received
Not received
Date of experience: April 19, 2022
Hi Braeden, I'm sorry about your first express post package being sent back to us for non collection. We are not aware of why they didn't leave and wanted you to collect it nor what the problem was in their letting you know it was there for collection. We are seeing quite a number of issues with Australia post and staff shortages. Let's just hope they get back to some sense of normal soon. I do see the 2nd package we sent when we hard of the problem has now arrived. I hope the lenses are now installed and serving you well. Again, I'm sorry about the postal problem. Craig Anderson - CEO and Founder - Sunglass Fix
Gregory Edwards
1 reviews AU
The lenses I purchased from you scratch…
The lenses I purchased from you scratch to easily in as against the Genuine product
Date of experience: April 19, 2022
Hi Gregory, sorry for the late reply. I'm sorry your lenses scratched easy and you feel they didn't perform as well as the orignals. For the most part we design our lenses to be more scratch resistant than most OEM lenses. Our non mirrored lenses are rated about 40% higher than the industry average while our mirrored are rated about the same as non mirrored lenses across the industry. Reason is we coat over the mirroring to protect it. Mirrors normally are not treated and do scratch easy so we hardcoat it but the only coating that will adhere is about as strong as the hardcoating used widely in the industry. Anyhow, all lenses scratch and all it takes is a bad experience. When any lens is put up against somethign stronger or sharper it looses. This can happen on the first day or at times they can last for years without scratches. If you really feel they scratched for unsatisfactory reason we do have a 6 month return policy. I would contact our care team at [email protected] and they will help you sort out the issue. Again, I'm sorry about that but we do work hard to make good lenses that last. It's what we do and we try to make one of the best all around lenses in the industry. Craig Anderson - CEO and Founder - Sunglass Fix
Jacob Bintliff
1 reviews US
Don’t buy for Gatorz sunglasses
Don’t buy for Gatorz sunglasses. You can’t get the lenses out in order to swap.
Date of experience: April 16, 2022
Hi Jacob, sorry for the delayed reply. Gatorz are challenge but you will find you can get the lenses out. I would suggest you watch our hard plastic frame video instead of any metal ones. Main reason is Gatorz metal frames rarely have any mechanism to release the lens encloser. That are basically inserted into the frame and the lens slighgly bent to get the last portion into the rim. We sell a lot of the Magnum of other lenses like this and while a bit more challenging than the average frame they are replaceable. Here's a link to the videos: https://www.thesunglassfix.com/Installation-Instructions-for-Plastic-Framed-Sunglasses-for-Sunglass-Fix-Replacement-Lenses Worse case scenario is you could ship your frames and the lenses you bought to us and we'll install them for you. I will probably also have one of our technicians create a video exclusvely on the Magnums / Gatorz metal frames when we get a chance. I'm sorry you had problems getting the original lenses out. We do offer full refunds (you could return the lenses) or you can call us. Bets to do so in your evening in USA and we could put you through to a lens tech that could probably walk you through it. Craig Anderson - CEO and Founder - Sunglass Fix
Micahel H Parks
1 reviews QA
Horrible quality of replacement lenses
Horrible quality of replacement lenses. They are definitely not authentic.
Date of experience: April 11, 2022
Hi Micahel, I'm sorry you didn't understand how our service works when you ordered your replacement lenses. I'm also sorry you didn't like the quality of our lenses. We make lenes for over 300,000 models and offer a solution for people all over the world so they don't have to throw out perfectly good frames when they can not get lenses from the original manufacturer. We have been doing this for 16 years and have worked very hard to produce what we feel is one of the best sunglass lenses available. They are made from optically pure polyamide which has the same optical clarity as glass yet is 1/3 the wieght, far safter, and doesn't break when dropped. It's also got very good scratch protection so in many cases can outlast glass lenses. However, they are our own lenses, not OEM, and we do try to be very clear about that on almost every page on our website. We do have a 6 month no question return policy. Please feel free to return the lenses or contact [email protected] to get instructions. That way if you are able to find OEM lenses you can do so. Again, I'm sorry we didn't meet your expectations and if there is any way we can be clearer on the site about our product and services let me know. Happy to look into anyway we can be clearer about the fact we make our own lenses for all sunglasses. Craig Anderson - CEO and Founder - Sunglass Fix
Emilio Albar
1 reviews AU
The lenses are 2x thicker
The lenses are 2x thicker Than standard lenses They don’t fit they don’t bend enough to fit
Date of experience: April 08, 2022
Hi Emilio, I'm sorry to hear about your lenses not fitting. I'm also disappointed you never contacted us prior to leaving a harmful review about our issue as we have a team dedicated to helping customers that have problems with their orders. I will have someone from our team reach out to you. They should be able to figure out what went wrong with your order very quickly and get it resolved for you. Additionally, as stated on our site and just about every product page we guarantee the lenses will fit and also have a 6 month no question return policy. Any of these options would had been more beneficial for both of us rather than leaving a review on our small family run business. In regard to the lenses being thicker. Yes, make most of our lenses in a standard 2.0 mm thickness. This thickness produces a high quality lens that last, is safer, and is normally of much better optical purity than a many of the cheap thinner lenses on the market. However, we would never produce the thicker lens for a frame if it didnt' fit perfectly. Please work with out team when they contact you and I'm sure they will be able to very quickly resolve your fit issue. If you prefer not too please return the lenses along with a note and your order number to the address on your invoice or packaging and we will refund you in full. Craig Anderson - CEO and founder - Sunglass Fix
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