Reviews 4
19,563 total
Michael Scott
1 reviews AU
They never turned up
They never turned up, they did refund within 30 days. Still haven’t turned up
Date of experience: June 08, 2023
Hi Micheal, sorry about that. We would have reshipped on address verification. I'm sure they offerred you that option as well. about 1-2% of packages still get lost in today's world of wonderful mail. I'm sorry, we try to use the best carriers we can at a price that makes the service possible. Wish it was better. Perhaps if it was DHL that lost it this review would be better placed there. We have to rely on someone to deliver and we made, packaged, addressed it and did the best in what we could control. All we could do beyond that is stand behind issues that came up and we did. Don't really feel that's a 1 star company. Craig Anderson - CEO and Founder - Sunglass Fix
leon johnston
1 reviews NZ
Extremely slow service
Extremely slow service. Don't offer express post if you cannot deliver it.
Date of experience: June 13, 2023
Hi Leon, I'm sorry. Express is still faster than normal post. Like most other regional business we are at a disadvantage in that we are outside the overnight network. However, we do explain that on the site and at checkout that it could take 1-3 days for east coast express post. We do also make the lenses so that can add a day or two as well depending on volumes. Normally we have an employee that takes the post to an over night network to speed things up but that's a long drive on their way home. However, that employee is out with an illness and working from home so that further compounded the delay. Anyhow, I know you've now left us two one star reviews for each order you made. I do hope you find a faster service in the future as the 8 days it took this order to arrive may get better but may not ever be fast enough to suit you due to the nature of how we operate and where we are located in relation to you. While we normally are faster than during our busy N. Hemisphere season, we do have to make each pair and are in a regional area. Again, wish we were faster. Craig Anderson - CEO and Founder - Sunglass Fix
Peter Bolton
1 reviews AU
Logistical problem?
Ordered a pair of replacement lenses. As I was travelling overseas and needed the lenses quickly, I ordered and paid for express delivery, which their website stated would mean delivery in two-three business days. All good, as I was still 8 days away from departing. Waiting, waiting, waiting. Contacted firm to inquire as to progress of delivery, as the departure date loomed. Was informed that the order had not been completed and that the lenses were still on the factory floor. The firm did refund the express post costs, but delivery was not made until I had departed. Luckily, the sun didn't shine so much in the UK this Summer! So, loathe as I am to deliver negative reviews, there we are.
Date of experience: June 13, 2023
Hi Peter, I'm sorry about the late reply. I know our team refunded your shipping cost as we ran into problems with high volumes and production issues during this period of time. I'm really sorry about that and we should have done better. We normally get lenses out the same or next day and try to have the capacity to make lenses at that rate. However, it's hard to control order volume and machine breakdowns. With over 400,000 lenses on offer it's also hard plan for what customers may order on a given day. Anyhow, I'm sorry we disappointed you. At least the team refunded your shipping and I really wished we could have gotten them to you before your trip. Normally we do much better than that. Craig Anderson -CEO and Founder - Sunglass Fix
JT
1 reviews US
Lenses were cut incorrectly and were…
Lenses were cut incorrectly and were not fitting the frames. I held them close to original lenses and it was way off. I sent and email to complain and get money back but never heard back. Big fail! Don’t waist your money!
Date of experience: May 08, 2023
Hi Jelena, I'm sorry to hear about the issue with the lenses you ordered. We do have a team dedicated to helping customers find and order the correct lenses. They also are trained to help customer install and resolve issues with lenses not fitting. I know you thought you had reached out to us but I've scanned our help center and cannot find any emails or contact request from the email nor name of this order that have entered our system. I'm not totally sure how you contacted us and I'm sorry if the communication never made it to our team. Normally they respond on same or next business day to all requests. I will have someone from our team reach out. Please work with them so they can help you figure out what may had gone wrong with the order. They are very good at troubleshooting order problems. With over 400,000 lens models on offer things can go wrong. People order the wrong model, sizes, and yes, at time we make mistakes too. Regardless we guarantee fit and go out of our way to resolve the few issues customer encounter with their orders. Craig Anderson - CEO and Founder - Sunglass Fix
jose humberto sena gomes barros
1 reviews BR
Fake glasses
the lenses arrived. however, one of them came without the GUCCI branding. now my glasses look fake. how can we solve this?
Date of experience: May 06, 2023
HI Jose, I'm sorry you didn't realize how our service works. We make lenses just like an optometrist would and do that for about 400,000 different lenses. We do try to state that on just about every single page on the website. I started this businss 17 years ago when I discovered it was pretty much impossible to get repair parts from manufactures. I felt that if I could produce lenses that were as good or better than the originals it would give people an option to keep their favorite frames and save a lot of money over throwing them in a landfill. We do realize some people want a logo on their lenses. However, we just make excellent lenses. WE are not Gucci or Ray Ban and can't do that. We just make good quality lenses so you can repair your frames. Again, I'm sorry you didn't understand that. We do have a 6 month no question return policy. We understand, even after 17 years in the business, that most poeple didn't realize they could replace their lenses and it's new to a lot of people. If you are not happy having great lenses and want to pursue another repair option or buy another pair please feel free to return them for a full refund. We strive to make people excited about the fact they can repair their favorite sunglasses. However, we certainly don't want customers that are disappointed so that's why we offer the flexible return polciy. To do that please visit: https://www.thesunglassfix.com/index.php?route=account/return/add We will provide instructions on how to return our lenses. Again, if you do review our site and figure out anyway we could communicate how our services works better let us know. We try our best to be upfront and honest about what we do. The last thing we want is unhappy custoemer. Craig Anderson - CEO and Founder - Sunglass Fix
Jocelyn Lincoln
1 reviews US
Sent the wrong lens size and took vary…
Sent the wrong lens size and took vary long to ship.
Date of experience: May 03, 2023
Hi Jocelyn, I'm sorry to hear your had an issue with your lenses and were unhappy with the shipping time from Australia to USA. I have checked that your order placed on the 4th of May was delivered on the 12th which is a little over a week for a 13,000 km journey. This is pretty standard and we do try to explain it takes a little while as we custom make all lenses to order and international shipments take longer due to distance, customs/imports and other added complexities. We are always trying to improve shipping times and our ability to manufacture them quicker. As for the size situation: I'm sorry we hadn't heard from you prior to the review to help. We do have a team dedicated to help customers order correctly and install their lenses or troubleshoot problems with orders. I will have one of our care people reach out to you. Hopefully we can solve this issue for you. We also have a 6 month no question return policy. Just let the team know if you prefer to execute that. Sorry again for the problems you had with your order. However, we really wished you would have allowed us to help prior to leaving a bad review. Most of the times it is just a matter of us working out what lenses you need. Craig Anderson - CEO and Founder - Sunglass Fix
Matthew Worthington
1 reviews GB
Screws sent not correct type
Lenses fine but fitting screws were the wrong type ! Why send screws that are of no use
Date of experience: May 10, 2023
I'm sorry Mathew, We sell commonly requested accessories with every product. They have a pop up that shows exactly what they are. The screws included with all sunglasses are the most common optical screws used in all sunglasses for hinges and frame enclosures. We do sell rimless kits as well which are again, the most common screws and bolts required to mount lenses to frames. However, as you can imagine, sunglass manufactures use thousands of screws and different components. With most of these situations we assume most users will use their existing hardware to mount lenses. We are working on a better way to associate accessories to a frame that are more precise and not just common. I would suggest you reach out to our cusotmer care team at [email protected] and let them know what you need. I'm sure they can send you out a rimless kit to help but we'd certainly want to ensure that will resolve your issues. Lastly we do have a 6 month guarantee so if you don't have your original hardware and can't use the lenses they can be returned for a full refund. Again, sorry about issue. We do our best to explain what the common accessories are but I do realize that can be missed when ordering. Craig Anderson - CEO and Founder - Sunglass fix
Greg Greer
1 reviews US
lenses do not fit.
Only one out of the three pairs of lenses fit properly. Out of the my three pairs of sun glasses, I now see daylight around the lenses on two pair and the lenses pop out every time I try to clean them. Measured them with a micrometer, and they all measure different.
Date of experience: July 04, 2023
Hi Greg, i'm sorry to hear that. There can be slight variations when machines make lenses but normally these are within .05mm in all 3 dimensions. That's a bit less than the width of a hair so variation that cuases daylight is not normal. I will have one of our techs reach out. There could be frame model variations, frame warpage, or of course, something could had gone wrong with one of our machines and we cut two faulty pairs on the same machine that was out of whack that day. They are calibrated to within the .05mm range daily are seldom move. However, we can't rule that out. We do guarantee fit so please work with our team so they can resolve this for you as quickly as possible. Again, sorry about the problem but we will help sort this out for you. Craig Anderson - CEO and Founder - Sunglass Fix
Guest
1 reviews GB
My replacement have not arrived
My replacement have not arrived I have emailed but no answer
Date of experience: May 02, 2023
Hi Sean, I'm sorry about the lenses the confusion. I had a different order up but was reading your email stream. I've searched our entire care system We have not had an email from the email you ordered with and I can't find it under your name. I will have someone from our team reach out. We do guarantee delivery and UK is very dependable and fast. We'll get another package out or refund your order. Just work with them as they'll want to verify you address if you want them reshipped. Craig Anderson - CEO and Founder - Sunglass Fix
K Jones
1 reviews GB
Despite giving the correct…
Despite giving the correct manufacturers model and serial number reference the replacements do not fit.
Date of experience: May 06, 2023
Hi Kieron, I'm sorry to hear the lenses you ordered didn't fit you frames. I'm even more disappointed you didn't reach out to us before leaving such a bad review as we have a team here dedicated to help people order the right lenses for their frames and to resolve any issues they may have installing them. We do guarnatee the lenses will fit. We also try to send out a follow up email to everyone asking them if they need help installing the lenses. However, we did not hear back from you so figured your repair was successful. Regardless we are here to help. I will have someone from our care team reach out to you and help. Again, I'm sorry about the issue. With over 400,000 lens flavors on our website mistakes happen. However, when we are aware of them we do go out of our way to help. Craig Anderson - CEO and Founder - Sunglass Fix
Chris
1 reviews AU
Don't pay for express post
My experience hasn't been great. Bought the lenses on Thursday with express shipping! Email received Friday stating they had been shipped, check Monday and no tracking information! Send an email and the lenses are sent with Australia Post Monday afternoon. This is 2 business days later... if I knew they were this slack sending the item I wouldn't have chosen the express posting cost! In response to the reply from Sunglass fix.... I received an email on Friday to say the item had been posted and an Australian Post tracking number was provided. This was not the case as it was only lodged on Monday.... why send an email to say it had been posted if that isn't the case!
Date of experience: July 31, 2023
Hi Chris, I don't know if we made it clear enough that we manufacture every lens to order. While we strive to ship same or next business day it really depends on when your order came in. If it came in later on Thursday it means we probably started making your lensses on Friday. Unfortunately Australia Post has very early cut off times in regionaly areas. The post office right next to us has to receive parcels by noon for lodgment. Therefore, while we probably finished making your lenses on the next day and had it packaged, we missed the post cut off so it had to go out on Monday. Again, we are not a "grab something made out of China" and put a mailing label business. We make products here in Australia and because we have 400,000 lenses on offer we've set up a production line the dynamically makes them to order. However, it does take some time to manufacturer your lenses, QA them, and even put them back through the line if they aren't perfect. Hope this better explains the process and why your Thursday order didn't get into the post until Monday. Wish we could have made the Friday cut off for you but we can't put your manufacturing ahead of others just because of the shipping option chosen. That just wouldn't be fair to others. Craig Anderson - CEO and Founder - Sunglass Fix
Whatever
1 reviews PL
Horrible support
Horrible support, my order was sent with an incorrect address overseas and bounced all the way back after waiting 4 weeks, though I've contacted support many times they were unable to correct the address while the shipment was on the way neither they resolved the issue.
Date of experience: May 06, 2023
Hi Ethan, We are sorry the post or customs or whomever coudln't deliver your parcel. I'm also sorry that technology in the world hasn't been able to allow for dynamic changes to addresses on parcel while they are in transit. I can see our team refunded your order. I'm really sorry as we do our best to use good, reliable shipping providers but even large carriers make mistakes just as customers do at time typing in their addresses. If there was some other way you wanted to us to handle this, rather than refunding your undeilverable package, please let me know. I know in most cases they will also reship another package but I can only conclude from the discussions you had with our team that was not an option and a refund was the best path forward to making you whole. Obviously that wasn't enough for you to not leave a very harmful reveiw on our business. Again, any constructive feedback would be appreciated. I would be more than happy to work with our care team if I felt it was possible to handle this better for you knowing we can't change addresses while a package is in transit. It's getting closer to a reality, but not yet for the services we use that don't cost 100 dollars to mail a set of lenses. Craig Anderson - CEO and Founder - Sunglass Fix
Mike Derham
1 reviews AU
These are not offshoot lens are one…
These are not offshoot lens are one piece
Date of experience: June 02, 2023
Hi Mike, sorry about delay getting back to you. You are 100% correct. I have had our lens techs research that product. They had thought that an older version of the Offshoot was originally rolled out by Oakley with two separte lenses before the mask version came out. However, my research into it concluded they did not and their listing was in error. I have refunded your order. I'm really sorry about our mistake. Unfortunately at this time we can not make mask lenses. We hope to in the future and then can really support reparis to the Offshoot frames. Craig Anderson - CEO and founder Sunglass Fix
Marcelo Castellano
1 reviews BR
I do not receive my lenses.
I do not receive my lenses.
Date of experience: March 24, 2023
Hi Marcelo, I'm sorry to hear your lenses never arrived and the first time we were made aware of the problem was in a horrible review. I will have our team reach out to you. While Brazil can take a long time for delviery we do upgrade every shipment there to have tracking. However, it has been a long time so they will have to reach out as the tracking has rolled off their system due to the amount of time. However, they should be able to figure out what happened and the best manner too either get your lenses to you or a refund. We do guarantee delivery so soemoen will help. Craig
CliveAM
1 reviews GB
Lenses are completely wrong
Lenses are completely wrong. Do not fit at all
Date of experience: May 19, 2023
Hi Clive, I'm sorry to hear the lenses you ordered were not correct for the frames you have. I'm even more sorry to hear about it for the first time in such a harmful review. We did send out a follow up to see how things were going with the lenses and didn't hear back anything. There are many reasons lenses do not fit. With over 400,000 lenses on offer we do our best to help ensure customers order correctly and our production machines are calibrated to within .05mm. Regardless, being a relatively new concept, we still find customers struggle either with installation, ordering incorrectly, or yes at times a mistake on our part. That's why we have a team dedicated to helping customers install or resolve any issues they have with an order. It's just nice to do that before we get a horrid review. Regardless, I would suggest you visit our returns and exchange section where you can upload a photo of your frames and explain the problem you are experiencing. Someone from our team should be able to sort it out for you quickly. You could also just return them and instructions for doing that will be provided if that's your choice. I hope that helps and I'm sorry the lenses didn't fit your frames. Just wish we were aware of issue. Craig Anderson - CEO and Founder - Sunglass Fix
Eakin Reich
1 reviews US
Was told shipping via DHL
Was told shipping via DHL, but then sent via postal service, unable to deliver to my address and no refund, no reshaping, I was just told it was my problem!
Date of experience: May 01, 2023
Hi Eakin, I'm sorry about that. While we do use DHL and other international shipping companies we certainly do NOT use DHL express. International shipments using Fedex or DHL Express would cost far more than the lenses. We do explain how DHL ecommerce and Now SEKO work in that they get packaged cleared of customs and into domestic mail systems quickly. Some use couriers or providers like USPS to do the final leg. Regardless, I can see our team reached out to you already and are shipping another package to your alternate address that does receive mail. Hope it gets there fast and again, sorry about the issue and you not seeing the details on the site before entering address. Craig Anderson - CEO and Founder - Sunglass Fix
Hila
1 reviews US
The lens was not as described
The lens was not as described. I thought it’s black and the eyes are not visible but the lens is sheer and not as black.
Date of experience: May 20, 2023
Hi Hila, I'm sorry the lenses didn't meet your expectations and the black polarized lenses you ordered were not as you anticipated. I'm not exactly sure what could have gone wrong as black lenses are the most common. They are a category III standard dark lens that blocks 85% of visible light. About the most common lens on the market. Regardless, we do have a no question 6 month return policy. Please visit https://www.thesunglassfix.com/index.php?route=account/return/add We did send out a follow up email shortly after you received the lenses just to ensure you were happy with them. We really would have appreciated you raising the concern then as we would have helped you. We are a small family run business. Giving feedback like this in a review is very harmful and really could have been avoided if you just responded to our earlier email asking how they were going. Regardless, I am sorry the lenses weren't the colour you hoped for. Craig Anderson - CEO and Founder - Sunglass Fix
Richard
1 reviews AU
Wrong lenses supplied twice
Two attempts to supply lenses for my Ray Ban sunglasses have failed - both sets of lenses were e the wrong size.
Date of experience: May 18, 2023
Hi Richard, sorry for later reply than I hoped. I had to find out what the story was. In short, our lens techs informed me that they tried hard to figure out why a model we've made close to 1000 pairs of without incident didn't fit your frames. I know they custom made you a special second pair after discussions with you. obviously that didn't work either. I'm sure they could help you but at this point they'd have to get your frames in the lab so they could custom make you a pair of lenses. Alternatively I'm sure the team offered you a refund. If not, please visit https://www.thesunglassfix.com.au/index.php?route=account/return/add and request one. We have a no question 6 month return policy. AGain, I know it's frustrating and we did try twice to make it right. Sorry both attempts failed and I wish we could had done better. Craig Anderson - CEO and Founder - Sunglass Fix
William Davis
1 reviews US
AS per instructions
AS per instructions, I easily removed the old lenses, however, I can not install the new lenses. They appear to be larger?
Date of experience: April 22, 2023
Hi William, I'm sorry to hear the lenses you ordered are not fitting your frames. At times the lenses can be a better fit than the originals. Additionally, with 400,000 models on our site many times people order the wrong model or size lenses for their frames. Many manufacturers make several sized in the same models. While we try to warn people of this on our website, we are not always aware of new size variations that came out and may not carry them. Seeing you ordered Oakley Crosshairs leads me to believe you may have one of the other variations than you ordered or are having installation issues. Oakley did make 6 Variations of the Crosshairs over the years. Regardless, we do guarantee fit and work with customers to resolve problems. I will our team send out an email to start working with you on both installation techniques and model verifications. Please work with them and provide a photo of all the model information on your arm and photos of the frames so we can work out what you need. I'm sure we can get your sunnies up and running like new now that we are aware of your issue. Just wish you would have responded to one of our follow up emails to request help rather than leaving a very harmful review. Craig Anderson - CEO and Founder - Sunglass Fix
Thomas Robinson
1 reviews US
lenses dont even come close to fitting
lenses dont even come close to fitting
Date of experience: April 22, 2023
Hi Thomas, I'm sorry the lenses you ordered didn't fit your frames. Even more sorry that the first time we heard of your troubles in a harmful review. We did send out a follup email to see if your order was OK and could have helped you earlier if we knew you had a problem. Regardless, we do guarantee fit. Somone from our team will reach out to you shortly to help identify which frames you have. Please work with them so they can help resolve this for you. We also have a 6 month no question return policy and have just opened up a return center in the USA so they can be returned locally. The team will help you either way so please look out for their email. Craig Anderson-CEO and Founder - Sunglass Fix
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