Reviews 4
19,563 total
Andrew Fallon
1 reviews AU
Ordered a set of Oakley Frogskin…
Ordered a set of Oakley Frogskin replacement lenses to fit the specific frames I have and they are absolutely terrible. The lenses are a loose fit causing them to move around in the frame and pop out easily while the gold Iridium style finish they are coated with is impossible to keep clean as attempting to polish them free of sweat or grease simply creates a horribly discoloured and smeared finish. I would definitely these to anyone who wants to convert their Oakleys into the absolute worst sunglasses you could ever hope to imagine. Not worth the postage cost. Literal garbage. I threw them in bin after wearing them once.
Date of experience: April 25, 2023
Hi Andrew, sorry to hear about your experience trying to repair your sunglasses with our lenses. We do both guarantee the fit and the performance of our lenses. First, with fit we have a team dedicated here to help customers both ensure they order the correct lenses for their frames and also with issues once they received them. We make lenses for 13 different models of the frogskin's Oakley made since 1985. Fit problems are rare and we monitor every reported one. Most of the time it's only a matter of our team determining what you need and we'd exchange them for you for free to ensure you got the correct lenses. I certainly can not claim that our machines and manufacturing process is perfect. However, it does make lenses to within a hair width in 3 different dimensions and is calibrated at least once a day if not more to ensure they are running accurately. That said, something could have gone wrong but we certainly would have helped if we were made of aware of your issue before your threw away the lenses and slammed our family run business publicly. As for the lenses cleaning: We have developed a process to coat our mirrored lenses with a salt water protective coating that is around 500% strong and durable than most mirroring on the market. Yes, it may be a little harder to clean but the trade off is longevity and with a little dish soap and water they clean up perfectly. We don't get a lot of complaints about it so I'm sorry about that. We just figured the trade off for longer lasting lenses outweighed them being a bit harder to clean. We will certainly take your feedback and see what can be done or how else they may clean better but still have the added protection in the future. Anyhow, our team can certainly help still. Please contact [email protected] if you haven't tossed the frames and tell them the lenses didn't fit and you threw them away. Let them know I am happy to have them help you even though you disposed of the lenses. I'm sure they can work out what lenses will repair your sunglasses. If the cleaning really was a huge issue I would suggest getting a non mirrored lens but I do feel you will find them fine to clean if you occasionally was then in warm water before you do your dishes and use the microfiber case provided between good washes. Craig Anderson - CEO and Founder - Sunglass Fix
Mark
1 reviews GB
From Australia, they don’t mention that.
Still waiting for my order, it seems they come from Australia. Despite them being bought on Sunglasses fix Uk. The only way to know is when they confirm it’s been sent. Minimum 3 weeks delivery!
Date of experience: April 21, 2023
Hi Mark, I'm really sorry you didn't realize we are in Australia. We do have all shipping times clearly stated on the site and at checkout. We also talk a lot on the site how we have a central lab in Austlraia that has the ability to make over 400,000 different lenses and how each is made to order. Yes, it's unfortunate that we do have to have subdomains for countries so we can present our products in local languages and currencies. it's really the only way we can reach customers around the world. Since there are not many options for getting replacement lenses it's the only way be can reach a global audience. We do offer a fast shipping option and subsidize over 50% of that cost for our cusomers in the UK. Many times we can make the lenses and get them to customers in a week. However, our averages for that are more in the 1-2 week range. The free shipments can take a week longer on average depending on many factors. For example, what customs does with the package and where you are located in the UK can play roles in longer deliveries. However, we do guarantee delivery and the fit of our lenses. We also try to be as upfront as possible and lay out how long on average by country around the world shipments could take. I'm sorry we didn't meet your expectations or you felt we misled you. It really is not in our benefit to do so and that's why we try to be as upfront as possible. Otherwise, we just end up with horrible reviews like you left us an that doesn't help any small business survive. I hope you enjoy the lenses and get them soon. If you haen't please contact [email protected] so someone can help you. Craig Anderson - CEO and Founder - Sunglass Fix
Lucas Santos
1 reviews BR
I don’t recived my glasses
I don’t recived my glasses
Date of experience: February 06, 2023
Hi Lucas, I just looked up your order. You placed and order for us to install lenses in your frames. We offer free lenses for one customer with specific frames that we would like to make for others. In your case you elected to upgrade to a higher lens so paid a little extra to get a better lens than the standard lenses we offer for free. We sent you an email explaining that we are waiting on your lenses. We may have sent follow ups as well as we can't imake and install lenes for you until you frames arrive. If you were unware of what you ordered and were expecting us to send out lenses that's fine. Please contact [email protected] and tell them you want to cancel your VIP offer. We'd be happy to refund it and open the free offer to others as they get taken up quickly. If you still want to progress with the offer then email our support and they will be happy to send the instructions again for getting your frames in for new lenses. Craig Anderson - CEO and Founder- Sunglass Fix
Annoyed
1 reviews CA
This company lies
This company lies. Do not trust them. They offer an option for 4 day express delivery for an additional expense and once the product was shipped they sent an email saying it would arrive in a minimum of 3 weeks. I wrote the company explaining I would not be at this address and in another country. They would not refund me unless I sent back the product?! Then they assured me I would receive before I left. I contacted USPS and they said their instructions from sunglass fix was to deliver the product up to 8 days after it arrived in the US (it took over a week to arrive in the US) so of course I did not get the product and am not able to get a refund. I’m sure their product is also useless judging from their complete neglect and shameless disregard for providing the service they sold.
Date of experience: March 28, 2023
Hi, I'm sorry to hear about your experience with shipping from Australia to USA when you ordered. However, our fastest shipping on the site to US states 1-3 weeks on average. That is the upgrade that cost $3.95. To guarantee four days for the 13,000 mile shipment we'd have to pay about 200 USD using FedEx's fastest service. Even that may not do it in 4 days. The time frame should be clearly stated on the checkout page and on the shipping information page. I'm really sorry as I can't seem to find any indication where we would state 4 days unless you are in Australia and elect for our domestic fastest domestic option. However, if you can show me how you got that information so we could correct it would be very much appreciated. We can not set impossible expectations for customers and would never do that intentionally. Now I fully understand the position our care team took. You ordered something to be shipped to an address and we did that and it arrived well within the stated time period (that we try to state for US bound shipments). While we are happy to offer a refund we would want the product back as that's only standard operating procedures in the world we live in. If you are no longer at the address you can always have the person there write return to sender on the box and put it in the mail. That way it will be returned to us and we can refund your order upon receipt. You could also have them forward it or have USPS forward all your mail for a small period of time. If you do find where on the site we stated the incorrect timeframe please send a screenshot to [email protected] and ensure it states USA as well. If we do find something we accidently put on the site to indicate faster shipping to US than we can possibly provide from Australia I will allow them to refund you without the return of the product. Again, I'm really sorry. We do try to service customers all around the world providing a great repair option so they can save their sunglasses rather than added them to landfills. However, it is a big world and shipping takes a bit of time and we really try to set expectations. I'm sorry if we failed in your case. Craig Anderson - CEO and Founder - Sunglass Fix
Andrei M
1 reviews RO
Bad Fit
Bad Fit, Quality relevant to the money you pay, dont expect too much from them
Date of experience: September 22, 2022
Hi Andrei, I'm sorry about your not being happy with the fit of the lenses you purchased. I have reviewed every order for that particular lens and we have no other persons that have had a problem in the past. I would suggest you contact our customer care team at [email protected] and send them a photo of your frames and arms with model and size on them. They are well trainned in helping customers with fit issues and should be able to resolve this for you quickly. As for quality, I am surprised to hear your response there. Obviously a poor fit would put anyone off. However, we do work hard to produce some of the best quality lenses on the market in terms of optical clarity, durability, and performance. Please let me know what you are unhappy about. The care team may be able to point you towards a more suitable lens. Lastly, we do have a 6 month no question return policy. The care team can help you with that too. Craig Anderson - CEO and Founder - Sunglass Fix
john keedy
1 reviews GB
Great expectations
Great expectations ! Ordered lenses correct size as no / letters on sun glasses arm , had to remove original lens with warm water , snapped the new lenses back in to frame, sadly they are rattling in the frame, at present using sun glasses in car in case new lenses drop out, I’m going to get hair dryer out to see if I can tighten the fit .
Date of experience: February 07, 2023
Hi John, I am sorry to hear the lenses are loose. We do guarantee the fit of the lenses. I will have someone from our team reach out to you today regarding your fit issue. We do have a team here dedicated to helping customers order the correct lenses and also resolve problems with their order. Please work with them as I'm sure they will be able to come up with a solution for you right away. Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Blanca E. Hernandez
1 reviews US
The shipping took ridiculously long & replacement lens are not authentic
The shipping took ridiculously long. It was not clear in the description that the lens were not authentic, even though they are even more expensive that the originals.
Date of experience: April 08, 2023
HI Bianca, I'm sorry you felt that 12 days shipping from Australia to USA was long. It is about 13000 miles away and by international standards 12 days is pretty good unless you have several hundred dollars to spend on a faster service. As for Logos and branding I'm sorry. We do state how we operate on almost every page of the website. We are very much like an optometrist and make high quality lenses for almost every sunglass on the planet. I started the business 17 years ago as it was almost impossible to get replacement lenses for most sunglasses. I felt it was an incredible waste of the worlds resources to throw away perfectly good frames because you couldn't do something as simple as replace the lenses. Today we now make over 400,000 lens models and help customers all around the world put great lenses in their frames. May not have the Ray Ban logo but they certainly are solid performing lenses. However, I do realize people enter the site through many ways and may not spend time reading the product descriptions or browsing the site. That's why we offer a 6 month no question return policy. Please contact [email protected] or visit https://www.thesunglassfix.com.au/warranty-and-sunglass-lens-guarantee-the-sunglass-fix Someone will help / provide instructions so you can get exactly what you are after. Again, sorry for the confusion. We are trying to help people repair their sunglasses and in no way shape or form want to have customers feel we misled them. That's why we have the no question refund policy and try our best to explain exactly how our services works. Craig Anderson - CEO and Founder - Sunglass Fix
Matthias Popp
1 reviews DE
I didnt got the delivery!
I didnt got the delivery!! Worst case I didnt got the money back yet. Nothing more to say.
Date of experience: April 07, 2023
Hi Matthias, As stated on our site we do guarantee delivery. We have a team dedicated here at Sunglass Fix to help cusotmers either during the ordering process or if they are having problems with their shipment or lenses. I would suggest you reach out to [email protected] or reply to your receipt or visit thesunglassfix.com/contact and leave us a message explaining the problem Someone on our team will be more than happy to open and investigation request once we verify the postal details were correct. Craig Anderson - CEO and Founder - Sunglass Fix
NIL LLARDEN DE CASTELLARNAU
1 reviews ES
I never recieved the lenses
I never recieved the lenses. It's a scam.
Date of experience: April 05, 2023
Hi Nil, I'm sorry to hear you didn't receive the lenses you ordered. Our tracking shows that they were delivered 12 days after ordering on Feb 14th to the address provided. Please reach out to [email protected] if you can not find them. They should be in a small brown box about 1 inch thick and 7x4 inches with our name on it. Please ask others at your home if they have seen it. If not, contact us. We can still follow up with DHL and they can report the package as stolen and start an investigation or police inquiry if required. Craig Anderson - CEO and Founder - Sunglass Fix
Grahame Phillips
1 reviews AU
The lenses that I had in my sunglasses
The lenses that I had in my sunglasses, the spotters with Glass, you sent me just cheap plastic lenses. I gave you all the details regarding the Glass estate I head and now my $300 sunglasses garage glasses
Date of experience: March 16, 2023
Hi Grahame, I'm sorry you were expecting Glass Lenses. We don't work with Glass and mention this all over our website so if you called in for lenses and no one explained that I'm sorry. Glass is 3 times as heavy, breaks, and is not as safe as our optical grade polyamide lenses. We have made and evaluated all sorts of lenses in the industry and feel ours are the best all around lens. Most importantly, they can be installed by people where as Glass is a nightmare as it's got no flexibility and will most likely break the lens or frame on install without special equipment. Regardless we do have a 6 month no question return policy. Please feel free to return the lenses and find another option. We certainly do not mislead customers intentionally nor want unhappy ones. There is a return form here which will send you instructions to do so. https://www.thesunglassfix.com.au/index.php?route=account/return/add Craig Anderson - CEO and Founder - Sunglass Fix
David Beal
1 reviews US
Did not fit my frames
Did not fit my frames
Date of experience: March 15, 2023
HI David, I'm sorry to hear the lenses you ordered did not fit your frames. I'm also disappointed the first time we heard of this issues was in a harmful review. We do have a team dedicated to support customers order the correct lenses and more importantly troubleshoot problems when they receive the lenses and have problems installing them. I will have someone from our team reach out to you now that we are aware of the problem to help you resolve the issue. Please work with them. Most likely they will just require a photo of the inside arm of your sunglasses were your model information is to determine the best path forward. We also have a 6 month no question return policy. Please let them know if you are no longer interested in fixing your sunglasses and they will provide instructions so you can return the lenses that don't fit your frames. Craig Anderson CEO and Founder - Sunglass Fix
Robert Pipkins
1 reviews US
Never received my order
Never received my order
Date of experience: July 08, 2020
Hi Robert, I am so sorry that you have not received your Persol lenses from Sunglass Fix. I have checked your tracking information and they appear to have been misplaced while handling from DHL to the USPS during the height of the pandemic. Where orders are lost in transit, we have a policy of reshipping or refunding. So please rest assured we will resolve this for you. In fact, our customer warranty provides a 6 month, no question, money back guarantee. If you don't like your lenses (for any reason) you can return them to us for a full refund. I'll have a customer service representative reach out to you and see if you would prefer for us to resend a new pair of lenses, or provide you with a full refund. Naturally if we reship, we'll use the fastest service we offer, with tracking. And, obviously, extend our 6 month warranty. Things are much better now than they were when the world was going into lockdown and your new lenses should reach you in a much more timely fashion. COVID 19 has been devastating, globally, and logistics companies - like DHL - have been working furiously to ensure that delivery routes remain open. While the US has kept freight flowing, there was a point in April & May where a higher proportion of mail seemed to go missing. Unfortunately your parcel appears to have been amongst that group. It's a shame that you gave us a 1-star review before giving us a chance to resolve this for you. We'll always do whatever we can to make sure you get your lenses, and now that we know your lenses have been lost, we'll ensure you get another set of a full refund - your choice. I very much hope that you allow us to fix this situation for you. I can assure you that we have some of the best lenses available and want nothing more than to make you happy. And....hopefully...give us a great review. Best regards Toby Price Sunglass Fix - Head of Marketing
Matjaž Demšar
1 reviews SI
My lenses needed more than a week to…
My lenses needed more than a week to get shipped. Ordered on March 17th, left from Sydney on March 27th...
Date of experience: April 03, 2023
Hi Martjaz, I'm sorry it took so long for your lenses to depart from Sydney. Please note our factory is about 800KM from Sydney in Australia as the country is very large and all DHL shipments go through Sydney for final departure. Unfortunately you ordered on Friday Night. Since we make all lenses your order was started on Monday and produced and QA'd on Monday / Tuesday due to the large volumes of weekend orders. Australian Labor laws make it very cost prohibitive for us to operate on weekends and we also try to maintain a good quality of life for our employees so don't run most weekends unless we fall behind. Your order was finished on Tuesday Afternoon just after the the DHL pickup so wasn't picked up until Weds. Normally those would arrive and be shipped out of Sydney by DHL on Thursday. I'm uncertain why that did not occur until Monday. DHL and many carriers have reduced capacity due to fallouts from Covid. This is not what they normally promise us but all promises have been cancelled since the outbreak and still are not back in place. I do hope the rest of the travels of your shipment go faster and you get your package soon. I hope this helps explain the process and the potential reasons for the longer time in Australia than normal. However, shipping times do allow for some time delays in Australia so I do hope DHL will still delivery it in the expected timeframe outlined our our website. Enjoy your lenses and do contact us if there are any further problems. Much nicer to be contacted and given a chance to help than to get slammed in a very harmful review to our business. Craig Anderson - CEO and Founder - Sunglass Fix
Mark Renton
1 reviews AU
The glass lens is of poor quality
The glass lens is of poor quality
Date of experience: February 02, 2023
Hi Mark, I'm sorry to hear you feel that our lenses didn't meet your expectations. I'm not clear as to why from your review. I do know that we have worked for over 17 years trying to make one of the best all around sunglass lenses. As mentioned, the lenses are made from optical grade polyamide which has the same optical clarity as glass. However, it is about 1/3 the weight and impact resistant so in many cases last longer than glass which can break when dropped. The flexibility also allows people to install them. AS for the Tiffany's in most cases from what we've seen used in those sunglasses it's rare they would use a polarized lens from the factory. Additionally, the lenses used do not have the same hardcoating nor optical clarity ours are rated with. Regardless, we do have a 6 month no question return policy. It would be nice if could provide a bit more feedback as to what you were unhappy with. It if's the fit, we do have a team here dedicated to helping people get the correct lenses for their frames. However, if there was something else you didn't enjoy it would help us gather feedback to further improve our lenses. Please reach out to [email protected] or visit https://www.thesunglassfix.com.au/index.php?route=account/return/add Either way we can help you get what you need or your money back so you can pursue another option for restoring your sunglasses. Craig Anderson - CEO and Founder - Sunglass Fix
Clemencia Echeverri
1 reviews CO
You send me the wrong size and without…
You send me the wrong size and without the brand sign on it
Date of experience: March 23, 2023
Hi Clemencia, I'm sorry to hear the lenses you ordered did not fit your frames It's rare we don't send exactly what is ordered as our manufacturing line is highly automated. Regardless, I can see you ordered lenses for a Bausch and Lomb pair of Ray Bans. These are very rare as B&L has not been making sunglasses for 23 years since being purchased by Luxottica out of Italy. Ray Ban has also made well over 50 variations of the Aviator model so unfortunately it is one of the hardest products to order correctly. As for logos.... As mentioned on almost every page of our sites Sunglass Fix operates like an optometrist. We make every lens to order using our own, high quality lenses. We do not sell OEM lenses nor could possibly put branding on the lenses without being shut down. We do have a 6 month return policy. If you are after OEM lenses I would suggest you contact our care team at [email protected]. They will provide you return instrutions and we will refund you in full upone receipt. That way you can find something that suits your needs better. Alternatively, you can contact the support team and let them know about the fit issue. I would suggest you include a photo, if possible, of all the model information on the left arm of the sunglass and under the nose bridge. They will quickly be able to figure out what went wrong and the best path forward to getting you what you require to fix your sunglasses. Craig Anderson - CEO and Founder - Sunglass Fix
yousef Mohammedeid
1 reviews FR
No international delivery ,
No international delivery , Not delivered with Australian shipping address also.
Date of experience: January 11, 2023
Sorry Yousef, I'm not clear on what you expereineced. We ship to over 150 countries around the world from our lab in Australia. I can see we tried to send it to Saudi Arabia for you originally but you were unable to provide the PO box that DHL requires and instead provided an Ausutralian address which we shipped too. I can also see our team shipped it with tracking for you and provided the confirmation they were delviered. If that is not the case please let us know at [email protected] Thanks, Craig Anderson - CEO and Founder - Sunglass Fix
Mr Juan Pablo Aristizabal
1 reviews CO
The order has not yet arrived
The order has not yet arrived, and the courier company says that it has not received it, on the DHL tracking page show that it is already in the destination country. No one gives a reason for where the product is.
Date of experience: March 31, 2023
Hi Juan, I'm sorry DHL is taking so long to deliver your package to Columbia from Australia. They do state there average delivery for the faster services in 2-4 weeks as we put on our website. I can see you are just reaching about 4 weeks now so I'm sorry it's taking longer than expected. You should have a Columbian tracking number by now and once it's in country that is the best means for tracking your package. If you don't have that please contact [email protected] and they can provide it. It should also be on the DHL tracking site. We guarantee delivery. However, we can only do our best to find good shipping partners and hope they fulfill their part of the delivery process. I do feel we will have to stop shipping to S. America soon as these we get most of our harmful shipping reviews from that region due to long delivery times. While we really want to help customers there, we can't afford all the poor reviews about the long delivery and there is no other economical way for us to get packages to you faster. Again, sorry we can't find someone to deliver to you faster. Hope the package arrives soon and let us know if it doesn't. We will ensure you get what you ordered. Craig Anderson - CEO and Founder - Sunglass Fix
Derrick Cranmer
1 reviews US
Did not receive order
Did not receive order. Paid for expedited shipping as well.
Date of experience: March 01, 2023
Hi Derrick, I'm sorry about sending the review out so early. We put in a wesite change that triggered Trust Pilot to send out reviews prematurely. However, upon checking out your order I can see that order, placed on March 9th was delviered on teh 21st of March. I'm uncertain why your review, two weeks later states you didn't receive it unless the post delviered it to the wrong address or the wrong address was put in your order. Please as those that live with you if a small brown box from Sunglass Fix arrived on the 21st, about two weeks ago. If you still can't locate it please contact us at [email protected] and we can launch a postal inquiry with USPS to resolve it. Thanks Craig Anderson - CEO and Founders of Sunglass Fix
K I
1 reviews TH
Too late
It's been more than two weeks since I placed the order, but I still haven't received the item.
Date of experience: April 02, 2023
Hi Kensuke, I'm sorry to hear your order placed on March 10th still has not arrived. We did ship it right away and it departed Australia on the 17th of March. It can take a few weeks for delivery to Thailand. Please allow a bit more time and double check the address on the order. If you don't receive it by the end of next week please conact [email protected] and someone will assist you. WE do guarantee delivery. However, we can not control postal delviery timeframes. All we can do is our best to provide accurate delivery estimates based on global monitoring and what DHL states it will take. Again, I'm sorry your package is taking a bit longer to arrive than expected. Craig Anderson - CEO and Founder - Sunglass Fix
Colin
1 reviews GB
Having placed an order early March for…
Having placed an order early March for new sunglass lenses, I would have thought I would have had them in time for the Easter holidays (which are the first two weeks in April in Scotland) but as I write this email, still no lenses. I know that they are coming from Australia but surely it shouldn't be this long considering flights are daily with the freight companies. My experience has taught me a valuable lesson and that's not to order something from the other side of the world if you're expecting a delivery within a few weeks. The price of the items were really good, but having to go and buy other lenses elsewhere has taken away any advantage this company had and I'll probably not use them again. The company did reach out to say that because of COVID 19 deliveries could take up to 7weeks. It would have been good to know this before any orders were placed. If you can wait that length of time;great, but don't bother if you're in any kind of hurry. Typical: Update on lenses. They were delivered just after posting review. The lenses I received are of a very good quality and have no problems with them at all...5 stars for the lenses.
Date of experience: March 06, 2023
Hi Colin, sorry about the shipment taking longer than expected to travel from Australia to the UK. We do state customers ordering the free shipping should expect 2-4 weeks on average for delivery. We do try to set expectations properly at checkout. However, we can only apply averages based on what DHL tells us they will do and what we actually see for shipments that have tracking. I'm glad you are happy with the lenses and next time you need them please ensure you allow for shipping time or elect for the faster shipping option. We do subsidize well over 50% of that cost to help customers get their orders faster. We do try our best to help customers around the world. Just a shame the bulk of our reviews are a result of the long time it takes to ship products 15000 miles around the world, not our product. Craig Anderson - CEO and Founder - Sunglass Fix
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