Reviews 4
19,563 total
Daniel Segebarth
1 reviews DE
I Never get the Glases
I Never get the Glases
Date of experience: November 23, 2023
Dear Daniel Thank you for contacting us regarding the non arrival of your package containing your new lenses. I apologise for any inconvenience and frustration this situation has caused you. After reviewing the tracking history for your order, the recorded information indicates that the package was last processed at the local distribution center in your country and it may currently be in transit or undergoing customs clearance. We acknowledge the importance of timely delivery, however, we note that once packages are in transit we have limited control over any potential delays that may occur during the shipping process. To address this issue promptly, I have sent you an email with various options to resolve the situation. We hope to hear back from you soon so that we can work together to find the best possible solution. Thank you for your patience and understanding. Regards Lana Customer Care Team at the Sunglass Fix
Marc Hoppenbrouwers
1 reviews NL
never received the lenses
I never received the lenses, waiting more than 2 months now. Very disappointing service
Date of experience: November 20, 2023
Dear Marc Thank you for contacting us regarding the non arrival of the package containing your lenses. I apologise for the delayed response and for any inconvenience this situation has caused you. Unfortunately, I am unable to access the tracking history for your order as it is no longer available for us to review. The package has not been returned to our facility at this stage which suggests that it may have been lost in transit. In our previous email correspondence, we did mention the limitations of the free shipping option you selected, which does not include tracking once the package has left our facility. We also advised you to notify us if the package had not arrived so that we could address the issue promptly. To resolve this issue, I have outlined options for you in an email and kindly request your response at your earliest convenience. Once again, I apologise for any inconvenience caused and assure you that we will resolve this issue for you. Thank you for your patience and understanding. Regards Lana Customer Care Team at the Sunglass Fix
Dee Dee
1 reviews AU
Did not fit
Did not fit, waste of time and money.
Date of experience: December 16, 2023
Dear Dee Dee Thank you for contacting us regarding your recent lens purchase. I am sorry you are experiencing difficulties. Ensuring the satisfaction of our customers is very important to us and we stand by the quality and fit of our lenses. It is our commitment to ensure that you receive the correct fitting lenses for your sunglass frames. To address this issue promptly, I have sent you an email with detailed instructions on how we can resolve this for you. Whether it involves facilitating an exchange for lenses that perfectly fit your frames or providing you with a full refund for your purchase, our goal is to ensure that you are completely satisfied with the resolution. Please respond to my email at your earliest convenience, as we are eager to assist you and resolve this problem efficiently and to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Travis
1 reviews US
Don't order from here if you live in…
Don't order from here if you live in USA 3 weeks and still not shipped
Date of experience: February 01, 2024
Dear Travis Thank you for contacting us regarding your recent order. I apologise for any inconvenience you have experienced with the delay in shipping. In order to assist and arrange a resolution, could you please provide your order number, email address or name associated with the order. Unfortunately, your review did not include sufficient information for us to locate your specific order. To ensure a prompt and accurate response, I encourage you to contact us directly via email at [email protected] or by phone. We look forward to hearing from you and resolving this issue promptly. Thank you for your understanding. Regards Lana Customer Care Team at the Sunglass Fix
Paul van Zyl
1 reviews AE
Purchasing the product is seamless and…
Purchasing the product is seamless and easy (price inclusive of shipping). The company only uses DHL for shipping and according to them DHL only deliver in the UAE if you have a PO Box, which is not the case. I recommended another shipping company (Aramex), but the company refused this making shipping not flexible and has resulted in the product purchased still being undelivered.
Date of experience: November 02, 2023
Dear Paul I apologise for the inconvenience you have experienced with your recent order. After reviewing your order history and our email correspondence with you, I observed the following: The day after your initial order submission, we promptly contacted you via email, advising you of the shipping requirements specified by DHL for deliveries to the United Arab Emirates. DHL mandates the inclusion of a PO Box in the address for successful delivery. Consequently, we requested your full address, including the PO Box and any additional contact details to ensure a smooth delivery process. Unfortunately, without this information we were compelled to temporarily hold back your order. In an effort to assist you, we suggested the possibility of using a trusted friend or family member's PO Box for delivery, aiming to provide flexibility in receiving your package. Following your request for an alternative solution, you sought to arrange a courier for collection of your order. We promptly provided all necessary details, including our business address and contact details, to facilitate the collection process as per your request. I have sent you an email with additional information and extended an offer for a refund if the current delivery options are unsuitable or unachievable. Please check your email at your earliest convenience and we look forward to your response. Thank you for your understanding and patience as we work to rectify this issue. Regards Lana Customer Care Team at the Sunglass Fix
ORLANDO CAMPOS
1 reviews BR
I have never received my order
I have never received my order. There is no way to fix, originally , my Ray Ban glasses you should find another way of shipping
Date of experience: November 02, 2023
Dear Orlando With regard to the non arrival of the package containing your new lenses, I apologise for the inconvenience and frustration this situation has caused. I have reviewed your order history and email correspondence with our Customer Care Team, and note that you have previously informed us about the package reaching your country but not being delivered to you. In response, we sent an email explaining that your country had implemented a local charge on incoming mail and this fee would need to be paid for the local post to deliver your package. We understand the challenges posed by this charge, and as a precautionary measure, we included this information in your shipping confirmation email along with the tracking ID and delivery details when the package was dispatched from Australia. We also recommended that you monitor your tracking and to ensure timely payment once the package cleared customs, as there is a limited timeframe to settle the fee. In light of this, I have sent you a follow up email to address the situation and have proposed some options that could assist in resolving this issue. Could you please check your email and respond at your earliest convenience. Thank you for your patience and cooperation. Regards Lana Customer Care Team at the Sunglass Fix
Steven AUFIERO
1 reviews US
I felt that I received the wrong…
I felt that I received the wrong lenses. Your customer service stated I did not & didn’t communicate anymore. One time customer. Would Never buy again. To your response: I’m in the United States , you are in Australia !! You wanted Me to pay to send the lenses back. You can Not justify the way I was treated !!
Date of experience: October 22, 2023
Dear Steven I am sorry for any inconvenience you may have experienced with your recent purchase of lenses. We understand that you are dissatisfied with the lens type and color you received. After reviewing your order history and email correspondence with our customer service team, it appears that we did offer solutions to address your concerns. In our previous communication with you, we offered to exchange the lenses for a type and color that suited your preference and we also extended the option of a refund if the exchange was not to your satisfaction. To further address your concerns, I have sent you an email today outlining the steps we can take to facilitate the exchange process or process a refund. We would greatly appreciate the opportunity to work with you to ensure your complete satisfaction. Please check your email and if you have any additional details or preferences, feel free to share them with us. Thank you for your understanding and cooperation. Regards Lana Customer Care Team at the Sunglass Fix
Kainoa
1 reviews JP
wrong lens were delivered
wrong lens were delivered. return action is still not done. Wronf size, wrong width of Ray Ban RB4101F Jackie Ohh. This is worst experience I've taken experience,
Date of experience: October 20, 2023
Dear Kainoa Please accept my apology for any inconvenience you have experienced with your recent orders for the Ray Ban RB4101F Jackie Ohh 58mm and Ray Ban RB4101 Jackie Ohh 58mm lenses. With regard to both orders, I have just now sent you an email with detailed information regarding the orders. When convenient could you please check your inbound email folders to review my response in which I have summarized below. In addressing the fit issues, I would like to clarify that you submitted two separate orders: one for Ray Ban RB4101F Jackie Ohh 58mm and the other for Ray Ban RB4101 Jackie Ohh 58mm. Although the models are similar, there is a slight variation between the two, notably the "F" designation indicating a low bridge fit. We responded to your fit concerns promptly and requested an image of your frames, for which we appreciate your cooperation. At the time, we emailed some options for you to consider however did not receive a response from you. Delivery concerns have also been addressed in my email and I have provided tracking links for your reference. According to our records, both orders were delivered within the specified timeframe of 2 weeks, as indicated on our website and in the shipping confirmation emails sent to you. Despite our previous attempts to resolve the issues, we acknowledge that a return action has not been completed to your satisfaction. However, as mentioned above, we don't appear to have received a response from the email we sent you offering options such as a custom exchange or refund. Our goal is to find the best fitting lens for your frames and provide a resolution that meets your expectations, including the option for a refund for both orders. We look forward to hearing from you and resolving it promptly. Regards Lana Customer Care Team at the Sunglass Fix
JOSE VICENTE OBREGON CUBILLOS
1 reviews CO
NON-COMPLIANCE
NON-COMPLIANCE, I HAVE NOT RECEIVED THE PURCHASED PRODUCT
Date of experience: October 12, 2023
Dear Jose Thank you for contacting us and bringing to our attention the non arrival of the package containing your lenses. I understand that this situation is far from ideal and apologise for the inconvenience it has caused. Unfortunately, I am unable to access the tracking history for your order because it is no longer available for us to review, and the package has not been returned to our facility which suggests that it may have been lost in transit. Given this situation, I have sent you an email outlining a couple of options so we can resolve this issue. You may choose between a full refund for your order or we can arrange for another set of lenses to be reshipped to you. When convenient could you please respond to my email with your choice of option. We will then proceed accordingly to resolve this issue as quickly as possible. Once again, I apologise and appreciate your cooperation and understanding. Regards Lana Customer Care Team at the Sunglass Fix
Mohitul Hossain
1 reviews AU
I am unsure why
I am unsure why, but the glasses they supplied were not up to the mark and hurt my eyes.
Date of experience: November 07, 2023
Dear Mohitul Thank you for contacting us and bringing to our attention the issues you have encountered with your lenses. I apologise for any inconvenience caused and would like to resolve this problem promptly. After checking your order, I confirmed that you ordered polarised lenses. I have sent you an email containing detailed information as summarised below. If the lenses are causing discomfort, giving the sensation of wearing a prescription lens, it may possibly be due to an issue related to the polarisation process. Polarised lenses require precise orientation during manufacturing, and though rare, there could be a chance that one or both lenses were produced out of the intended plane. To help diagnose the issue, you can perform a simple test using a computer monitor screen. By rotating the frames with the lenses, you should see the screen either blocking out completely at 180 degrees or 90 degrees. If one lens blacks out earlier than the other, or at a different angle, it might indicate a problem with the polarisation. If both lenses block out together and not at 180 or 90 degrees approximately, we will need to explore other potential reasons for the discomfort you are experiencing. Please note, if it doesn't work on one monitor try another. Some older monitors may not produce this effect but most do. Please try this polarisation test and let us know the results when convenient. You can respond to the email I sent you or feel free to contact us directly by phone. In addition, we will need to confirm if your lenses are a perfect fit, as an improper fit could also contribute to the discomfort you are experiencing. We appreciate your patience and understanding as we work towards a resolution. Regards Lana Customer Care Team at the Sunglass Fix
John Nimmer
1 reviews US
I was sent the wrong lenses and was…
I was sent the wrong lenses and was instructed to send my sunglasses in and my Carrera 1052 glasses apparently loss and never returned
Date of experience: October 08, 2023
Dear John Thank you for contacting us and providing your comments. I apologise for any confusion or inconvenience caused. After reviewing your order history and email correspondence, it appears you ordered the incorrect model and size lenses for your frames. We offered for you to exchange the incorrect lenses that you ordered, however, there seems to have been a misunderstanding regarding the return process. You sent both your sunglass frames and the lenses to our Return Centre, which is for lens returns only. The frames should have been sent directly to our warehouse for processing the custom installed lenses. We are sorry about this confusion as we are just rolling out global return centres on a trial basis to see how it works and usually only provide this information to customers returning lenses, not frames. Return Centers are set up to collect lenses only, not customers frames, as they only send back bulk returns every few months to us. We have been in constant communication with you, sending numerous emails to keep you updated on the status of your frames and advising you that your Carrera 1052 frames were on their way back to our facility and that we expect them to arrive within the next couple of weeks. Once they arrive back at our facility, we will expedite the process to return your frames to you promptly. Thank you for your patience and understanding. Regards Lana Customer Care Team at the Sunglass Fix
Lynne Green
1 reviews AU
I have emailed you twice
I have emailed you twice, regarding the Ray-ban aviator lenses that I order. I ordered the xx size and they are a fraction to small so a useless purchase from me.
Date of experience: November 05, 2023
Dear Lynne Thank you for taking the time to contact us. I am sorry for any inconvenience you have experienced regarding your replacement lenses. I have checked our records for any emails from you but unfortunately could not locate any correspondence. I apologise if there was any technical issue or oversight on our end. Regardless, customer satisfaction is our priority and we would like to resolve this problem for you. To address the issue with the fit of your lenses, I have just sent you an email requesting a few details about the model and size of your particular frame. By obtaining this information, we aim to expedite the process and arrange an exchange for you at no additional cost. Alternatively, if you prefer, we also offer a six month full refund policy and you are welcome to consider this as an option. Please take a moment to check your email for the message I just sent. Your response with the requested details would greatly assist us in ensuring a prompt resolution. We understand that your time is valuable and we appreciate your cooperation in resolving this issue. Once again, I apologise for any inconvenience and we look forward to hearing from you. Regards Lana Customer Care Team at the Sunglass Fix
Alexandre Picovsky
1 reviews BR
I did not receive it yet
I did not receive it yet, and the tracker sucks I EVEN DON’T KNOW IF IT EVER COMES!!!
Date of experience: October 14, 2023
Dear Alexandre Thank you for contacting us here on Trustpilot. We appreciate your patience and understand your concern about the delayed delivery and tracking issues. We have also received your email and have responded to address the non-arrival of your package. We have resent the tracking links provided in the original shipping confirmation emails when your package was dispatched. Additionally, a new shipment has been requested and is scheduled to be dispatched today. You will receive a shipping confirmation email once the lenses leave our facility allowing you to monitor the tracking. We apologise for any inconvenience this may have caused and appreciate your understanding as we work to rectify the situation. Thank you for your continued patience. Regards Lana Customer Care Team at the Sunglass Fix
Matt Burns
1 reviews AU
Very thin for the price
Very thin for the price and have already scratched
Date of experience: October 25, 2023
Dear Matt Thank you for contacting us regarding your new lenses. We apologise that your lenses have developed scratches more quickly than you expected. Our lenses are covered by a 6 month return policy and a 12 month warranty against manufacturer defects. All lenses are designed for long lasting use. We apply a durable coating to enhance scratch resistance, with the anti-scratch hard coat material being 40% more abrasion resistant than most lenses on the market. Regardless, all lenses scratch when confronted with harder or sharper objects under pressure. As your lenses were purchased less than 6 months ago and because they scratched so quickly we can help by offering a refund if you choose to return your lenses to us. Or alternatively, a 50% discount on another set of lenses as an exchange. I have sent you an email with more detailed information regarding the above and look forward to your response by return email so we can resolve this issue for you. Most of the feedback we get from customers is that their lenses last for years with proper care. We know it only takes one bad experience, drop, or encounter with abrasive material to ruin any lens. Therefore, we strongly encourage you to try again. Regards Lana Customer Care Team at the Sunglass Fix
customer
1 reviews AU
Product is poor
Product is poor
Date of experience: October 29, 2023
Dear Michael Thank you for taking the time to share your feedback. I am sorry you are not entirely happy with your new lenses. After reviewing your order I can see you have ordered Non-Polarised lenses. We did send you an email offering to initiate an exchange for Polarised lenses or provide a full refund if an exchange did not suit. However, it seems that we did not receive a response from you. I will contact you today to see what the issue is and find a resolution that works for you. If you have any additional details or specific concerns you would like to share, please do not hesitate to respond to our email or reach out to our customer service team directly. We appreciate your patience and the opportunity to address this issue promptly. Thank you for bringing this to our attention, and we look forward to resolving the matter to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Per
1 reviews DK
Received wrong glasses that do not fit
Received wrong glasses that do not fit
Date of experience: September 30, 2023
Dear Per Thank you for contacting us regarding the issue with your lenses. Please accept my apology for the delayed response. We do guarantee the fit of our lenses and I can offer you an exchange for lenses that are a perfect fit. Or alternatively, you may prefer a refund. I have sent you an email providing detailed information regarding the above and if you are willing for us to assist could you please respond at your convenience. We would be only too happy to resolve this issue if you are willing to work with us. Regards Lana Customer Care Team at the Sunglass Fix
Nicholas Farber
1 reviews US
Not even close
The lens sent do not fit the glasses I selected at all. I will never use your company again. Nor will I recommend it. 1/4 inch to tall and a 1/4 inch off in the corners. Maybe you sent the wrong lenses. I’m just gonna chalk it up to a 50$ loss on my end.
Date of experience: September 28, 2023
Dear Nicholas Thank you for contacting us regarding the issue you have encountered with the lenses you received. We understand the importance of a proper fit and I am sorry for the inconvenience caused. To rectify this situation, I will send you an email shortly with detailed instructions on how we can resolve this issue for you. Our goal is to either assist you with an exchange for lenses that fit perfectly or provide you with a full refund for your purchase. If you are willing, can you please respond to my email at your earliest convenience and we will work with you to ensure a prompt and satisfactory resolution. Once again, I apologise for your frustration and we look forward to the opportunity to resolve this to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Robin Alsalman
1 reviews SE
I didnt get my order
I didnt get my order. I have waited over 4 month now...
Date of experience: September 28, 2023
Dear Robin Thank you for contacting us regarding the non arrival of the package containing your lenses. Please accept my apology for the delivery issue and the frustration this situation has caused. I have checked your order history and confirm that your package was dispatched from our facility on the 29 September 2023. The recorded information on the tracking history suggests the package has not progressed since the 3 October 2023. It's important to note that the extended delivery time of around 6 weeks is associated with our free shipping option, which is the option you chose when submitting your order. Regardless, we would like to have the opportunity to resolve this issue and I have sent you a detailed email and request your response if convenient please. We can reship you another set of lenses, prioritising your order with complimentary express shipping, which includes tracking to monitor the delivery progress. Or alternatively, we have offered you a full refund refund for your order. If you choose a reship, please confirm your shipping address and phone number via email to ensure that your new lenses reach you. When convenient could you please respond and we will then proceed accordingly to resolve this issue as quickly as possible. Regards Lana Customer Care Team at the Sunglass Fix
Nicole
1 reviews US
definitely did not fit my Gucci sunglasses
I did it for my Gucci sunglasses and they were loose and fell out. They do not fit.
Date of experience: September 19, 2023
Dear Nicole Thank you for contacting us regarding the issue with your lenses not fitting correctly. I am sorry that you are experiencing difficulties. I have sent you an email with more detailed information and kindly request your response if convenient please. In the email I have sent to you, I've asked you to provide us with photographs of the inside arms and outside front and sides of your sunglasses. Once we confirm the details, we will be able to resolve the issue. We do guarantee the fit of our lenses and offer free exchanges, other than the cost of a local postage stamp to return the incorrect lenses. Or alternatively, a full refund upon return of the lenses. I look forward to a response to my email so we can rectify this issue. Regards Lana Customer Care Team at the Sunglass Fix
Osamu Kitamura
1 reviews GU
I have not received any
I have not received any ! Over two months still not received yet
Date of experience: October 23, 2023
Dear Osamu Thank you for taking the time to contact us and advise you have not received the package containing your lenses. I apologise for the two month delay, it is far from the experience we want you to have. After reviewing the tracking history, the recorded information states that the package is being returned to our facility because the carrier was unable to deliver the shipment to you. There appears to be an issue with your address. Please refer to the tracking information for your own review by using the following links: https://track.omniparcel.com/61290988336422330651 https://www.fedex.com/fedextrack/?trknbr=61290988336422330651&trkqual=20231024233500~61290988336422330651~FXSP I have sent you a detailed email and request your response if convenient please. In the email I have asked for you to please provide us the opportunity to resolve this issue by considering the following options: Option 1: Full Refund We can process a full refund for your order. Option 2: Reship We can reship you another set of lenses, prioritising your order with complimentary express shipping, which includes tracking to monitor the delivery progress. If you choose Option 2, please confirm your shipping address and phone number via email to ensure that your new lenses reach you. We look forward to hearing from you. Regards Lana Customer Care Team at the Sunglass Fix
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