Reviews 4
19,563 total
Mike
1 reviews US
The lenses were for Carrera 5512…
The lenses were for Carrera 5512 sunglasses. Since the lenses are 62mm the gradient was only covering the top 25% of the lens leaving the bottom 75% clear. Also the shape was not correct the top inside corners should have been rounded but they were square. Also the lenses were quite a bit thicker than the originals. The gradient problem could have been easily overcome by using 80MM lens blanks to start with. The worst part was returning them. The US post office wont let them be sent in an envelope as recommended by Sunglassfix. The Post office felt the letter and said it was a parcel and would cost $70.00 to return. In fairness I may have had an over eager post office lady but the process was not smooth.
Date of experience: April 07, 2022
Hi Mike, Sorry to see such a harmful review especially noting out customer care went so far to help you resolve this problem. I can see they actually refunded your purchase without return due to covid related postal situation going on in the USA and your complaining about the colour and the fact that the nose gap in the frame was slighly less with our lenses than the originals. I can also see you ordered one of the lightest lenses, the rose gold gradient lens. I know our care team recommended the black gradient when you wanted lenses that matched the rose gradient Carrera offers. As for the gradient cut, all of these lenses do start with large blanks, close to the 80mm you stated, and are robotically mounted exactly in the center. Therefore the gradients should have been consistent right to left and pretty well centered top to bottom. However, being a Category II lens (not a dark lens by design) it probably didn't seem dark enough for you at top and bottom. As you know we offer no question refunds up return. We do ask customers in USA to put 3 dollars worth of stamps on the envelopes and mail them. Going to the post office and mailing them at the counter can be problematic. Many times the clerks will push you into a "package" and with their present situation of not offerring post to Australia in normal classes push you into Priority, super expensive options. My understanding is this restriction is now lifted. Regardless, the envelope option instructions we provided are still the most economical way to return the lenses. Lastly, we have sold quite a number of the lenses we make for the 5512 frames and no one else has complained that the nose gap is slightly less prominent with out lenses. We do our best to get a safe fit and match the existing lenses made by the manufacturer. I would expect that the optical technician felt this tighter fit with a bit more nose space taken up was a better trade off for safety reasons. I'm sorry you dind't like it but we've had no other complaints across all our sales of this lens. Most have been happy with the results but I will pass your feedback back to the optical tech team. Anyhow, I'm sorry about the problems and time wasted. We do try out best to inform customers about lens colours and I know our care team emailed back and forth with you on numerous occassions before you placed the order discussing colours. We also do our best to try and find a solution when things go wrong. Considering our care team refunded you in full without return seems like an effort that would deserve a lot more than a harmful review and I'm sorry you were not happy. We tried. Craig Anderson - CEO and Founder - Sunglass Fix
Bob Marley
1 reviews US
The first lenses I received were the…
The first lenses I received were the wrong order and the second lenses I received were the correct order but didn’t fit my glasses.
Date of experience: April 07, 2022
Hi Brian, I'm really sorry about the mix during the first order with someone placing your mailing label on the wrong package. That should never happen. As for the fit situation I can not see any contact us about the lenses you ordered not fitting your frames. There are many versions Oakley (10 that I know of) made across the Square Wire frames. I will have someone reach out to you so we can figure out what might have gone wrong. Our team is very skilled at troubleshooting fit problems. Please work with them and I'm sure they will be able to sort you out. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Ed Maeijer
1 reviews NL
The package was send with DHL and is…
The package was send with DHL and is stuck in Customs. This could be due to a invalid postal code (missing dutch Alphabetical) saddly the customer support is not responding to my email. They are apperantly the only ones that can correct any errors. So it will probably return to Australia. Maybe this review will help .
Date of experience: April 04, 2022
Hi Ed, I'm sorry about our team not responding to your email. We do promise to get back within 1 business day and I can see they did that but with time zones and your first of 4 emails arriving on Friday night our time they couldn't get back to you until first thing Tuesday. I know they are following up with DHL on why customs is holding your package. The status did state they were unable to reach you and with the new laws in EU requiring VAT on all packages it's probably waiting for you to contact them. They should have had your phone number on the package but I don't know how each customs department around the world reaches out to customers. I know our team is concurrently reaching out to DHL to see if they can help with the clearance but if Customs does contact you please respond to avoid it being returned and the lengthy process that will entail. Craig Anderson - CEO and Founder - Sunglass Fix
Jacobus a Engelbrecht
1 reviews ZA
I have never received my package!!!!
I have never received my package!!!!
Date of experience: April 04, 2022
Hi Jacob, sorry for the late reply and the fact your originial package still seems to be stuck somewhere in the S. African postal system. I can see our customer care team has reshipped your package since seeing your review. I hope this one gets delivered by the S. African post in a more timely manner. We have had a lot of problems with the S. African post and will most likley have to stop servicing the country. DHL only has the ability to get it to the domestic postal system and it cost us a large amount to have them do that. Any other option such as fed ex or DHL express would just cost double what the lenses cost and not be economically viable. Just wish it worked as I really love S. Africa and spent 6 weeks travelling there. Would love to be able to service the country but we can't fix the domestic postal service. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Christina
1 reviews FR
I never received the sunglasses.
I never received the sunglasses.
Date of experience: April 03, 2022
Hi Cristina, I'm really sorry your package was lost in transit. I also see that our care team reshipped your package after seeing this review and contacting you to confirm the address to ship the new package too. I hope it arrives soon and I'm sorry the original shipment was lost. Craig Anderson - CEO and Founder - Sunglass Fix
Kenny Groom
1 reviews US
I have ordered this weeks ago and it…
I have ordered this weeks ago and it was taking so long to receive nothing and they emailed saying it’s coming. We are now in April this was back in March 5 and it hasn’t arrived. They took my money and told me after doing everything right said the address was wrong. I feel like I was scammed and want my refund back before I step it up a notch….
Date of experience: April 01, 2022
Hi Kenny, I'm sorry to see this review. Are you not getting the emails from us? Your original package was returned to us due to an insufficient address. Therefore we had to update the address to correct it and reship your package. It took 3 weeks for it to get to US and for the US postal system to Send it back to us. We reshipped it on the 21st. It is prsently in the USA and should be delivered very soon. I'm sorry, we do have validators for addresses in our system but missing components are not always caught and we do rely on customers putting in addresses that the USPS will have the best chance of delivering too. We did get your original order out almost immediately, even with our factory being flooded 6 days prior to your order. We also got out the 2nd mailing as soon as we were able to update your address with a more accurate address. Leaving such a harmful review when we did everything you requested and the postal system failed or you entered an issuficient address is pretty hard on a small family run business. I hope you reconsider the circumstance and the harsh review once you get your package we sent the 2nd time at our expense to your updated accurate address. Craig Anderson - CEO and Founder - Sunglass Fix
John Bond
1 reviews AU
The lenses did not fit.
The lenses did not fit.
Date of experience: March 30, 2022
Hi John, sorry you had problems with the lenses you ordered. Ray Ban made many sizes for the particular model you ordered. Sunglass Fix does guarantee the fit. Our customer care team works very hard with customer from around the world to help them install the lenses they ordered or to help them figure out and resolve why they aren't fitting. In many cases it's just a matter of them determine what frames you have. However, in your case this harmful review is the first time we were made aware of your issue. I will have someone from our team reach out to you today so we can figure out the best way to get your sunglasses up and running. Please reconsider the review if we do resolve this for you and you are happy with the results. As a small family run business horrible reviews like this are extremely harmful. I can fully see leaving it for companies that makes a mistake or doesn't respond to request for help. However, I think if you reached out to us you would have found that not to be the case. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Stefan Kellner
1 reviews DE
You send me the wrong glasses
You send me the wrong glasses, they're to small size.
Date of experience: March 20, 2022
Hi Stefan, I am sorry you had problems with the lenses you ordered. There are many Adidias Evil Eye models and sizes. Sunglass Fix does guarantee the fit. Our customer care team works very hard with customer from around the world to help them install the lenses they ordered or to help them figure out and resolve why they aren't fitting. In many cases it's just a matter of them determine what frames you have. However, in your case this harmful review is the first time we were made aware of your issue. I will have someone from our team reach out to you today so we can figure out the best way to get your sunglasses up and running. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Rick Bertone
1 reviews AU
Quality of replacement is poor I will…
Quality of replacement is poor I will never use again black now looks green
Date of experience: March 18, 2022
Hi Rick, I'm sorry the colour ordered wasn't what you were after. I can see you ordered Brown Gradient Polarized lenses so I'm unclear on the black / green comment but regardless of issues we do have a 6 month return policy and a team here ready to help you exchange them if you prefer to get a colour more suitable for your needs. Just reach out to [email protected] or call us on 0260090908 and someone will help you with the colour dislike. Craig Anderson - CEO and Founder - Sunglass Fix
Rodrigo Blanquel
1 reviews US
The lenses that I bought from your…
The lenses that I bought from your company to put in my Millionaire LV glasses were too small, so I just can't use them. The tint is good but none useable for the glasses. Maybe get real dimensions for the frames.
Date of experience: March 16, 2022
Hi Rodrigo, sorry you had problems with the lenses you ordered. it's very important with the Louis Vitton frames you select the right model number and size. Millionaire is commonly used across many of their frames. Sunglass Fix does guarantee the fit. Our customer care team works very hard with customer from around the world to help them install the lenses they ordered or to help them figure out and resolve why they aren't fitting. In many cases it's just a matter of them determine what frames you have. However, in your case this harmful review is the first time we were made aware of your issue. I will have someone from our team reach out to you today so we can figure out the best way to get your sunglasses up and running. Please also note you can always return the lenses for a refund. No reason required for 6 months. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Jesús Campo
1 reviews ES
Sorry but the lenses do not fit the…
Sorry but the lenses do not fit the glasses!!
Date of experience: March 05, 2022
Hi Jesus, I'm sorry to hear the lenses you ordered did not fit your frames. I'm even sorrier to hear this for the first time with a negative review of our company since we work very hard with customers around the world to resolve order issues. I can see you ordered Gatorz Magnums and Gators Paul Jr Motorcycle replacement lenses on two separate occassions. I can also see we never heard of any problems fitting your lenses before this review. I'm assuming it's the Gatorz Paul Jr lenses you had the issue with and will email you to help resolve the problem. We do guarantee the lenses will fit if ordered correctly and even if not will work to help you get what you needed. However, we need to be made aware of the problem to help. We also have a 6 month return policy for a full refund so you can always return the lenses for a refund as well. I will have someone from our team reach out. Please work with them so they can help you get what you require for your sunglasses. Craig Anderson - CEO and Founder - Sunglass Fix
DaveF
1 reviews GB
Rip Off
For the money I paid, I was expecting to receive Genuine Glass Ray Ban Lenses, but received cheap Plastic ones. Didn't even have the Ray Ban logo on them.
Date of experience: March 05, 2022
Hi Dave, I'm sorry to hear you were disappointed in our lenses. We go through great lengths on our site to explain how our service works and how our lenses are constructed. We make lenses for all sunglasses so customers around the world have a high quality, cost effective option to repair their frames. We are very clear we have nothing to do with the original manufacturers and started the business because most sunglass manufacturers do not provide replacement parts. As for our lenses you are correct in that they are made from a flexible polymere called Polyamide. We do not work with Glass for several reasons. Glass is almost 3 times as heavy, is far less safe, breaks, and is almost impossible to install at home in most frames. Our lenses share almost identical optical properties as glass, are lighter, and much safer and are made with a hard coat that is one of the strongest in the industry. It's also important to point out we have a 6 month, no question, return policy. We honor this as we don't want customers, like yourself, that order, may not have read the site, and are not happy with results. While most peoplel are delighted to add years of life to their sunglasses, we know we are not a solution for everyone. While we try to explain how it works on our site we know people are busy and miss the details. Please reach out to [email protected] and they will help with a return process. You can also just package them up and send them back to the address on the invoice along with your receipt and we'll refund you in full when they arrive. Again, I'm sorry about the confusion. We do try hard to inform customers before they purchase as the last thing our family run business needs is unhappy customers. All it leads to is bad reviews like this one and returns. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Sara
1 reviews GB
The lenses rattled when I installed…
The lenses rattled when I installed them they didn’t fit at all. I contacted customer service and was asked to go and buy a ruler to measure my old lens and also the new lens and send them the photos of the measurements. I don’t no why I should have to go and buy a ruler go out of my way to do all that when all I wanted was to return the lenses you sent me and the correct size lens get sent to me. I gave you all the information you needed size, brand, model number and style etc and still the wrongs ones were sent. I sent an email asking if they could send the correct size and I would return the other lenses to you. I’ve heard NOTHING to this day!
Date of experience: March 04, 2022
Hi Sara, I'm sorry about that. We normally just ask for a photo of the inside arm of your sunglasses so we determine what frames you have. That way we can work out the best solution to resolve your issue. We sell over 300,000 lenses and monitor every fit problem we encounter. The majority result from customers ordering the wrong model or size lenses for their frames. Most issues can be resolved with a simple photo. The photo of the lenses on a ruler only help if the writing on the arms has worn off and we do assume most people have a tap measurer or ruler. We also have a 6 month return policy. While we always work with customer to try and resolve the issue, if we don't hear back from them it's hard to help but that option is still open for you. I'm sorry, I have searched our system but can't find any other emails from you beyond the one we replied to asking for the photo of inside arms (and yes, the lenses side by side) which we probably would not need). I will ensure that request is not sent any longer until we feel it's required as I agree, it's a lot to ask for from customers. Please, if you can send the photo of your inside arm of your sunglasses our care team can help. Alternatively you can send the lenses back for a full refund. I'm very sorry our communication and support of this issue was so overwhelming you left it. That's never our intentions. We want life long customers and were really trying to help, not make your life difficult. Craig Anderson - CEO and Founder - Sunglass Fix
Gonz
1 reviews AU
Poor quality and customer service
Second pair of glasses purchased. Didn’t last more than two months. Ask for a replacement and they just ignore my emails. Better buy new sunglasses. Poor quality product and customer service. Sunglass Fix Replacement Lenses for Ray Ban RB4147 - 60mm Wide - Lens Type: SFx Diamond - Lens Colour: Polarized Diamond Bu.. RB4147
Date of experience: March 02, 2022
Hi Gonzalo, I'm sorry to hear you had problems with lenses you ordered. Normally our lenses will last for years if properly taken care of so I'm not certain what went wrong in your situation. I've also searched our care system and we have no emails from this address beyond your orders. I would suggest you call us on 0260090908 or email us on [email protected] or better yet reply to your invoice from us to ensure you have the correct email address. I'm sure the care team will help you either return them for a refund or get you out another set under warranty depending on the damage. We guarantee our lenses for a year against workmanship. Scratches are a different story as anyone can drop their sunnies or damage them beyond repair. While we coat them with a hardcoat that's 40% stronger than most on the market no lenses are scratch proof. Again, I'm sorry about the problem and we would have worked with you if any of your emails came through. Craig Anderson CEO of Sunglass Fix
Flor Resurreccion
1 reviews US
The shade was too dark it’s not the…
The shade was too dark it’s not the same as the original or the one appears in ads. waste of money!
Date of experience: February 23, 2022
Hi Flor, I'm sorry you didn't like the tint nor colour of the lenses you ordered from us. We do have pop-ups and a page dedicated to explain the tints, mirroring and colours of the lenses we make. You did order one of the darkest lenses we make which blocks out 89% of visible light. It's still a category III lens which means the sunglass standard feel it's still good for every day conditions. However, everyone is different and some people prefer darker lenses and some prefer lighter. That's why we make a wide range of colours, mirrors, and tint darkness's for most models. We also have a 6 month no question return policy. I would suggest you contact [email protected] and visit our colour page. https://www.thesunglassfix.com/lens-colors-for-new-sunglass-replacement-lenses If you click on the lens it gives you a real life photo (they are very hard to photograph but we do our best to give an the best depiction possible of what they will look like) on this page. We work with customers all over the world to exchange lenses or to return them if they just can't find anything out of range that suits them. We can produce close to 30 flavors of lenses for most models. While this is a massive choice it's still impossible to us to match every lens ever made by the original manufacturers. That's why we have our own range of what we feel are the most popular and common colours on the market. The return policy and open exchange policy is there to ensure customers get something they like. Hearing of an issue for the first time in a review is disappointing. Being a family run business we have tried to come up with a solution to prevent massive industry waste by providing lenses where most manufactures do not provide repair parts. Our goal is to do our best to help people keep their sunglasses in top condition for years longer than they would have if they couldn't get lenses. To hear about an issue with a 1 star review, rather than an email or phone call is very harmful especially when we are here to help. Anyhow, we wish you would have worked with us rather than harm us. We would have helped and still will. I will have someone from our team reach out and see if they can help you find a colour that you like better. Craig Anderson - CEO and Founder - Sunglass Fix
Matthew
1 reviews AU
If you want bad lenses get these
The first set of lenses I got scratched so easy and it was on the first day. So I brought a new set of lenses the top of the range ones and still scratched. I will never buy again as I spent over $100 on lenses in which the original ones where only $80
Date of experience: February 22, 2022
Hi Matthew, I'm sorry to hear about your experience and unsure how your lenses got damaged so easily. I've been wearing a pair for 5 years and while some scratches exist they still work great. Since then we've improved our hardcoating process and it's 40% stronger. However, nothing is scratch proof. While they may be more scratch proof than the originals you had, one bad event can ruin a pair of sunnies. Regardless, we do have a 6 month no question return policy. It sounds like that may be the best solution for you. Just return the lenses with your invoice to the address on the invoice and we'll refund you in fully when they arrive. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Pavol Chovanec
1 reviews NL
Sunglasses for Nederland
I ordered the sunglasses in November and it is the end of February and the glasses have not been delivered to me yet
Date of experience: February 18, 2022
Stuart Marsh
1 reviews AU
paid about 70 dollars for the lenses
paid about 70 dollars for the lenses, and yes they fit in my frames straight away, however the polarising / tint is so poor quality it had rubbed off within a week of simply cleaning the lens as required daily on a soft cotton shirt. May aswell just have bought servo sunnys.
Date of experience: February 18, 2022
Hi Stuart, I'm sorry to hear about your experience and unsure how your lenses got damaged so easily. Our lenses are made with a hardcoat that is almost 40% stronger than most. The AR coating on the lenses you have (the inside of the lenses) is more sensitive and should only be cleaned with warm soapy water or a clean cloth. It can be removed with cleaning chemicals but even as that fades it should not affect the vision through the lenses. We do have a 6 month no question return policy. You can either contact our care team and explain what has happened and they can work out the best path forward or you can return the lenses with your invoice to the address on the invoice and we'll refund you in fully when they arrive. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Jens
1 reviews DE
Delivery time (compared with announced…
Delivery time (compared with announced one) not acceptable.
Date of experience: February 16, 2022
Hi Jens, sorry about the late reply. We do try to set expectations properly and have the warning to expect further delays at present time with Covid global transit difficulties. It's just very hard to provide a global solution in today's world at a price that still makes repairing your sunglasses rather than throwing them away cost effective that has super fast global shipping. Shipping within a week would cost over 100 dollars and I don't think too many customers would be willing to pay that. On top of all these problems EU has rolled out new VAT laws which have forced them to hold every package for collection. What we have found is most of the delivery time is spent in customs across Europe as they have not planned well and can not handle the increased volumes. Combine this with overal lack of global frieght due to airline capacity decreases and staff shortages due to covid and we find it's just taking longer than normal. Again, I know it's excuses. We did ship right away but as a small family run business out of Australia we have to rely on global companies like DHL to do their jobs to the best of their abilities. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
John Huddart
1 reviews MX
My product never arrived.
My product never arrived.
Date of experience: February 15, 2022
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