Reviews 4
19,563 total
Marco Torres
1 reviews MX
I didn't receive my product and i have…
I didn't receive my product and i have no response from the customer service to refunding or resolving the problem.
Date of experience: September 20, 2023
Dear Marco Thank you for contacting us regarding the non-arrival of your package containing your new lenses. I am sorry for the delivery issue you have experienced. Advising, you were sent an email yesterday notifying you that your package was returned to our facility and you were offered a reship upon confirmation of your shipping addresss or a full refund of your order. After reviewing the tracking history for your order the recorded information states that your package was undeliverable and returned to sender because it was not claimed by you at your local post office. Our courier attempted delivery of your package seven times between the dates of 17 October 2023 to 24 October 2023 and the package was then returned. To view the detailed tracking information, please use your tracking number RX192260466DE and you can access it using this link: https://parcelsapp.com/en/tracking/RX192260466DE Reiterating, to rectify this situation I can offer you the following options: Option 1: Reship We can promptly arrange for your package to be reshipped to your address, with tracking. To proceed with this option can you please send an email and confirm the address to where the package is to be delivered. Option 2: Full Refund Alternatively, if you would prefer a full refund we completely understand and will process your refund without delay. Please let us know at your earliest convenience how you would like to proceed. Regards Lana Customer Care Team at the Sunglass Fix
Allan Jones
1 reviews NL
i have not received my order after 2…
i have not received my order after 2 months
Date of experience: September 22, 2023
Dear Allan Thank you for contacting us regarding the non arrival of the package containing your lenses. Firstly, I am sorry for my delayed response. Secondly, we understand that a two month wait is far from the experience we aim to provide and for this I am also sorry. After reviewing the tracking history, the recorded information suggests that the package has not progressed and unfortunately it has not been returned to our facility, which suggests that it may have been lost in transit. I have sent you an email and kindly 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 so we can move forward with a resolution as soon as possible. Regards Lana Customer Care Team at the Sunglass Fix
Loek Westerhoff
1 reviews NL
The glasses where not original
The glasses where not original. The did fit and they where not polarized. .
Date of experience: September 11, 2023
Dear Loek Thank you for contacting us regarding your recent purchase. We value your opinion and would like to address the concerns you have. You purchased the SFx Diamond Polarised Photochromatic Brown lenses and I am sorry if they did not meet your expectations. Our Photochromatic lenses are specifically designed to adapt to changing light conditions, the lenses transition to provide optimal visibility while maintaining 100% UV protection. The lenses undergo a colour shift based on UV exposure, which may result in a change in colour intensity. It's important to note that our lenses feature a Japanese polarization film with 99.9% efficacy rating, ensuring they are among the most effective anti-glare lenses available. Perhaps your original lenses are not photochromatic lenses and therefore you may notice a difference in the lenses. Regardless, we offer free exchanges apart from a local postage stamp for customers who are not entirely satisfied with their purchase. Alternatively, you have the option of a full refund at any time. Regarding the lenses not being original, we are not affiliated with any sunglass manufacturers as many do not support the aftermarket replacement of their lenses. As a result, our lenses do not carry logos or branding and there may be slight variations in colour compared to the original lenses. I have also emailed you this message and kindly request your response if convenient please. We look forward to resolving this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Armen Aslanyan
1 reviews IL
Connection hole on one of pieces…
Connection hole on one of pieces performed very misaligned. Glasses look very skewed on the bridge of the nose.
Date of experience: September 05, 2023
Dear Armen Thank you for contacting us regarding the fit issue and location of drill holes on your replacement lenses. I am sorry you are having difficulties. I have sent you an email regarding the misalignment issue with your sunglasses. Kindly respond at your earliest convenience and please provide clear photographs of the inside arms and outside front/sides of your frames. We will promptly assess the problem and contact you to discuss the best solution, including our free exchange option, other than a local postage stamp or a full refund. We look forward to receiving your email and would appreciate the opportunity to resolve this to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Tim Goff
1 reviews AU
No happy at all !!
The lenses were sold to fit my electric sunglasses . The lenses were slightly too big and it caused the frame to crack on my favourite, irreplaceable sunglasses . So not happy at all and I now go out of my way to tell anyone I know to stay the hell away from this B grade company . I have tried contacting them but no good . Cheers
Date of experience: October 08, 2023
Dear Tim Thank you for taking the time to share your feedback with us. I tried to contact you by phone earlier today, however, there was no answer and I was unable to speak with you directly. Therefore, I left a voice message requesting that you return my call please. In the meantime, I have sent you an email and kindly request your response if convenient please. Please accept my apology for the situation where you broke your sunglass frames whilst attempting to install your new replacement lenses. Unfortunately, I could not find any record of you contacting us in our incoming emails or voice messages. Regardless, I am sorry if we missed your call or email. We look forward to your response and hope that you will consider providing us the opportunity to resolve this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Francisco de matos
1 reviews GB
I received the wrong size lenses that…
I received the wrong size lenses that they sent me, and so I returned to the given address in my email they sent. Unfortunately they didn’t arrive and therefore all my efforts of a refund were dashed. They are not rayban but a company that so call supply lenses. All misleading not a happy customer as I never received my refund
Date of experience: September 07, 2023
Dear Francisco Thank you for bringing this issue to our attention, I am sorry for any inconvenience caused. We have made investigations and sent you an email to address and resolve the situation. After reviewing your order history, we note your email dated 7 October 2023, where you mentioned taking your sunglasses to an optician to identify the frames. We understand that the lenses you received were not the correct size and you said your sunglasses didn't have the model and size details on the arms, you also said your sunglasses look like they are fakes. You requested a refund and we sent details in an email so you could return the lenses. Please check your email for our response and if you have any further questions or if there's anything else we can do to assist you, please don't hesitate to reach out. We appreciate your patience and understanding as we work to resolve this issue promptly. Regards Lana Customer Care Team at the Sunglass Fix
AJ
1 reviews US
Wrong color sent
I ordered rayban replacement and they sent me wrong color
Date of experience: August 30, 2023
Dear Aseel Thank you for taking the time to contact us and provide your feedback. We are sorry that you are not entirely satisfied with the colour of your new lenses. We offer a diverse collection of lens colours, but since sunglasses are produced in countless colour combinations, we focus on providing the most in-demand colour ranges for our lenses. Please keep in mind that if your frames have a distinctive lens colour, it may not be possible to obtain an exact match for your replacement lenses in terms of colour or tint. Also, matching the colour of every pair of sunglasses can be challenging and it can be difficult to show how they will look through a photo. Regardless, we are committed to helping you resolve this matter. If you would like to exchange your lenses for a different colour, we invite you to browse our extensive selection of lens colours on our website. I have sent the link to you by email. Please let us know which colour you prefer and we will initiate the exchange process for you. Alternatively, if you cannot find a colour that appeals to you we can arrange for a full refund upon receiving the lenses. We look forward to your response and hope that you will consider providing us the opportunity to resolve this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Andrea Wessel-Terharn
1 reviews DE
Realy Bad
The Glases I ordert werent real glas, but only cheap plastic
Date of experience: September 04, 2023
Dear Andrea Thank you for taking the time to contact us and provide your feedback. I apologise for the disappointment you have experienced with your purchase and that you did not receive the lenses you were anticipating. Due to various factors, we have opted not to use glass lenses. Glass lenses tend to be heavy, difficult to transport and susceptible to breaking during installation or even causing damage to the frames. Furthermore, we prioritize safety concerns that arise from handling glass materials. To overcome these limitations, we have developed and evaluated our lenses for aberration and refraction. The Ultimate line features Polyamide lenses, which share comparable material properties with Trivex lenses. These lenses offer the same optical clarity as glass, but with a much lighter weight, shatter-resistant composition and ease of installation that enables customers to install them on their own. Our polarization film boasts a remarkable 99.9% effectiveness rating, making it one of the finest in the world. Furthermore, our lenses provide complete UV protection across all UV A, B, and C spectrums. We make every effort to clarify our service and ensure that our customers are well-informed. In addition, we provide detailed information about the materials used and the construction of our lenses on a dedicated lens information page that can be accessed from the top bar on every page of our website. Nevertheless, we have a 6-month return policy that you can take advantage of at any time. You can send back the lenses to us at the following address and we will issue a full refund upon receipt of the package: The Sunglass Fix PO Box 104 Billinudgel NSW 2483 Australia Return: Order ID 559734 To ensure the lenses' safe transit, please wrap them similarly to how you received them, with tissue paper between each lens to prevent scratches. For a quicker refund process, please mention your order number which you can find on your invoice, packing slip and address label. Regards Lana Customer Care Team at the Sunglass Fix
Jaime D
1 reviews AU
Not good in delivering
I purchased an order on the 17th of November 2024 under Order No. 580379. I even paid an express delivery to make sure that I received it before the 28th of November 2023. Please note that Express Delivery as The Sunglass Fix claimed will be delivered within 2-4 days. Unfortunately, it is 28th of November 2023 now,I still do not receive the item despite 2 x email follow-ups with them. Not good dealing with them.
Date of experience: November 28, 2023
Dear Jaime Thank you for contacting us regarding the delay with delivery of your package. After reviewing your order, I can see that according to the tracking information your package arrived and was delivered on the 29 November 2023. For detailed tracking information you can access it using the link I have just sent to your email. I am sorry that you did not receive your package by the 28 November 2023. Even though our website does state that express deliveries should arrive in 2-4 business days, the website also provides that we are not in an express post overnight area and regional areas and Western Australia can take longer. With regard to the email enquiries you made, we did respond and provide the shipping details and tracking information for your reference so you were aware of the location of your package. Once again, I am sorry for the delivery delay and any inconvenience caused. Regards Lana Customer Care Team at the Sunglass Fix
Adam
1 reviews AU
Waited over 6 weeks and never arrived
Never received my lenses for about 6 weeks and failed to arrive after the 2nd attempt.
Date of experience: September 26, 2023
Dear Adam Thank you for contacting us regarding the non arrival of the package containing your lenses. I would like to begin by apologising for my delayed response. In addition, I am also sorry for the delivery issue you have experienced and the frustration caused. I have also sent this message via email for your convenience. After reviewing your order history, I confirm the following: First Package When you submitted your order you opted for free shipping so unfortunately we could not track the first package to see what the issue was. Advising, the first package has since been returned to our facility. On 30 October 2023, we reshipped another set of lenses to you with complimentary express shipping that included tracking after you notified us that the first package had not arrived. We sent the package to your home address as confirmed by you via email. Second Package With regard to the second package that was reshipped, the tracking history shows that the package was delivered to you at your home address on 1 November 2023. You can access the tracking information by using the link I sent to you in an email just now. When convenient could you please advise if you have received this package. I look forward to hearing from you so we can resolve this situation. Regards Lana Customer Care Team at the Sunglass Fix
Donna Dunevant
1 reviews US
Sent incorrect lens size twice
Sent incorrect lens size twice. Even when I shared photos of the sunglasses. You have to pay to return and then they still sent incorrect size. No response when I e-mailed them twice they still were incorrect. Out $75.00 now and still can't use the lenses.
Date of experience: August 29, 2023
Dear Donna Thank you for taking the time to contact us regarding the issue with the fit of your replacement lenses. I have also emailed you this message and kindly request your response if convenient please. Please accept my apology for the delayed response to you regarding a resolution of the issue with your replacement lenses not fitting correctly. After reviewing your order history and our email correspondence, I can see that Jai our Senior Lens Technician has been communicating with you. He recommended that perhaps our best solution to address this fit issue is to create a custom pattern for your frames based on their design. To do this, we need your frames to be sent to our Lens Technicians. Unfortunately, we cannot design and make the lenses without the frame. To proceed with this option please send your frames to us along with the original lenses and the replacement lenses we previously sent you. Once we receive your sunglass frames our specialist Lens Technicians will then design the lens pattern and professionally install the correct lenses in your frames, after completion we will ship your sunglasses back to you with tracking at no additional cost. Alternatively, you have the option of a full refund at any time. We would appreciate the chance to resolve this issue to your satisfaction. When it suits could you please advise how you would like to proceed. I apologise once again for any inconvenience and appreciate your understanding and patience. Regards Lana Customer Care Team at the Sunglass Fix
Richard Desmond
1 reviews AU
Wrong size lenses supplied
I could not get the screws out, local optician did but found lenses supplied were the wrong size (I checked) so I asked them to fit correct lenses.
Date of experience: September 22, 2023
Dear Richard Further to our telephone conversation just now, thank you for taking my call regarding the fit issue with your replacement sunglass lenses. It was a pleasure speaking with you over the phone. Reiterating, I apologise for the inconvenience you experienced with your order. As discussed, please refer to the following instructions when returning your lenses for your refund: Return to Sender: 1. Please ensure the returned lenses are wrapped like you received them using the original pouches the lenses came in so the lenses do not touch during transit; 2. Pack the lenses into the orange box; 3. If your package is not damaged or torn in any way, please put a line through your address on the Sunglass Fix package; 4. Write 'Return To Sender' on the front of the package, with our logo on it; 5. Make sure there is sticky tape across the back flap of the package like they were received to prevent the contents falling out during transit; and 5. Put the sealed package back into the post, by placing it in the box out the front of the post office do not go into the post office or in a red Australia Post mailbox. This will not cost you anything. Your refund will be issued when your lenses arrive back at our facility. We understand that it did not work out this time, however, hope that you will consider giving us another opportunity in the future. Regards Lana Customer Care Team at the Sunglass Fix
Cl
1 reviews US
The lenses did not match my frame
The lenses did not match
Date of experience: August 16, 2023
Dear Chasitie Thank you for contacting us regarding the issue with the fit of your replacement sunglass lenses. Please accept my apology for the delay in responding to your message and also that you are experiencing difficulties. I have also emailed you this message and kindly request your response if convenient please. In order to ensure that we sent you the correct lenses, could you kindly 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 determine the best course of action to resolve the issue. If you accidentally ordered the wrong size we can begin the exchange process and if we have the correct pattern for your frames we will ship them out on the same day to expedite the process. In the event that we do not have your model you will have the option to send in the frames along with the incorrect lenses and we will custom cut a new set of lenses for you, professionally install them, and ship back your repaired sunglasses at no additional cost apart from postage. Alternatively, you have the option of a full refund at any time. When convenient could you please provide us with the necessary details regarding your sunglass frames so that we can assist you further. We look forward to hearing from you and resolving this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Florence EKABA OKOKO
1 reviews AU
Have not received the delivery yet
Have not received the delivery yet. No way to track the delivery. It has been a while now that I ordered
Date of experience: September 12, 2023
Dear Florence Thank you for contacting us regarding the non delivery of the package containing your lenses. I would like to begin by apologising for my delayed response. In addition, I understand that this situation is far from ideal and apologise for the inconvenience it has caused. I have also emailed you this message and kindly request your response if convenient please. After reviewing the order history I can confirm your order was dispatched on the 14 September 2023. However, as you selected free shipping there is no tracking history to reference and the package has not been returned to our facility which suggests that it may have been lost in transit. Given this situation, would you 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. 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
Benny Kirkby
1 reviews KE
Lenses recommended did not fit
Lenses recommended did not fit
Date of experience: September 07, 2023
Dear Benny Thank you for contacting us regarding the issue with the fit of your replacement sunglass lenses. We are sorry that you are experiencing difficulties. I have also emailed you this message and kindly request your response if convenient please. In order to ensure that we sent you the correct lenses, could you kindly 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 determine the best course of action to resolve the issue. If you accidentally ordered the wrong size we can begin the exchange process and if we have the correct pattern for your frames we will ship them out on the same day to expedite the process. In the event that we do not have your model you will have the option to send in the frames along with the incorrect lenses and we will custom cut a new set of lenses for you, professionally install them, and ship back your repaired sunglasses at no additional cost apart from postage. Alternatively, you have the option of a full refund at any time. When convenient could you please provide us with the necessary details regarding your sunglass frames so that we can assist you further. We look forward to hearing from you and resolving this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Hans Wisselink
1 reviews NL
Never received the product
Never received the product
Date of experience: August 11, 2023
Dear Hans Thank you for taking the time to bring to our attention the non-arrival of the package containing your new lenses. I have also emailed you this message and kindly request your response if convenient please. Please accept my apology for the delivery issue you have experienced and the frustration this situation has caused. After reviewing the tracking history for your order it appears that unfortunately your package is currently in the process of being returned to our warehouse. The recorded information suggests that the package could not be delivered due to 'customer unreachable to confirm location/held at customs.' For detailed tracking information you can access it using the link I provided in my email to you. To rectify this situation I can offer you the following options: Option 1: Reshipment with Complimentary Express Shipping We can promptly arrange for another set of lenses to be reshipped to your address with complimentary express shipping that comes with tracking. To proceed with this option can you please confirm the address to where the package is to be delivered. Option 2: Full Refund Alternatively, if you would prefer a full refund for your order due to the inconvenience caused by this issue, we completely understand and will process your refund without delay. Please let us know at your earliest convenience how you would like to proceed. Once again, I apologise for the inconvenience caused by the initial shipment and we would really appreciate the opportunity to resolve this for you. Regards Lana Customer Care Team at the Sunglass Fix
Mark Ridgway
1 reviews AU
One lens was too hard to fit in so I…
One lens was too hard to fit in so I was unable to use them
Date of experience: September 04, 2023
Dear Mark Thank you for contacting us regarding the issue with the fit of your replacement sunglass lenses. I am sorry that you are experiencing difficulties. I have emailed you this message and kindly request a response at your convenience please. In order to ensure that we sent you the correct lenses, could you kindly 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 determine the best course of action to resolve the issue. If you accidentally ordered the wrong size we can begin the exchange process and if we have the correct pattern for your frames, we will ship them out on the same day to expedite the process. In the event that we do not have your model you will have the option to send in the frames along with the incorrect lenses and we will custom cut a new pair of lenses for you, professionally install them, and ship back your repaired sunglasses at no additional cost apart from postage. Alternatively, you have the option of a full refund at any time. When convenient could you please provide us with the necessary details regarding your sunglass frames so that we can assist you further. We look forward to hearing from you and would appreciate the opportunity to resolve this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Kir
1 reviews RS
Incorrect size
Lenses are in correct shape but in wrong size, thus they are impossible to use.
Date of experience: June 27, 2023
Dear Kirill Thank you for contacting us regarding the issue with the fit of your replacement sunglass lenses. I am sorry that you are experiencing difficulties. I have emailed you this message and kindly request your response please. In order to ensure that we sent you the correct lenses, could you kindly 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 determine the best course of action to resolve the issue. If you accidentally ordered the wrong size we can begin the exchange process and if we have the correct lenses in stock, we will ship them out on the same day to expedite the process. In the event that we do not have your model you will have the option to send in the frames along with the incorrect lenses and we will custom-cut a new pair of lenses for you, professionally install them, and ship back your repaired sunglasses at no additional cost apart from postage. Alternatively, you have the option of a full refund at any time. When convenient could you please provide us with the necessary details regarding your sunglass frames so that we can assist you further. I look forward to hearing from you and resolving this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Paud
1 reviews IE
Lenses arrived in perfect condition
Lenses arrived in perfect condition. Unfortunately both replacement lenses will not fit securely into my wraptor frsmes
Date of experience: June 17, 2023
Dear Paddy Thank you for contacting us regarding the issue with the fit of your replacement sunglass lenses. I am sorry that you are experiencing difficulties. I have emailed you this message and kindly request your response please. In order to ensure that we sent you the correct lenses, could you kindly 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 determine the best course of action to resolve the issue. If you accidentally ordered the wrong size we can begin the exchange process and if we have the correct lenses in stock, we will ship them out on the same day to expedite the process. In the event that we do not have your model you will have the option to send in the frames along with the incorrect lenses and we will custom-cut a new pair of lenses for you, professionally install them, and ship back your repaired sunglasses at no additional cost apart from postage. Alternatively, you have the option of a full refund at any time. When convenient could you please provide us with the necessary details regarding your sunglass frames so that we can assist you further. I look forward to hearing from you and resolving this issue to your satisfaction. Regards Lana Customer Care Team at the Sunglass Fix
Gina Moore
1 reviews US
I bought the most expensive lens for…
I bought the most expensive lens for two pair of my Coach sunglasses. These are horrible lens. I’m better not wearing anything. I’m going to by new sunglasses. Don’t waste your money.
Date of experience: October 20, 2023
Dear Gina I am sorry you are disappointed with the replacement lenses for your Coach sunglasses. Without knowing whether the issue is the lens type or lens colour, we would like to offer you the following options for your consideration and response: Option 1. Exchange for Different Lens Type or Colour We can exchange your lenses for a different type or colour that might better suit your preferences. The exchange process is at no cost to you other than a local US postage stamp to return the lenses you are not happy with. Option 2. Full Refund If you would prefer, please return the lenses and we will issue you a full refund upon receiving the lenses. Please let us know which option you would like to proceed with and if you could provide a brief description of what the issue is, we would really appreciate the opportunity to resolve this for you. Regards Lana Customer Care Team at the Sunglass Fix
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