Reviews 4
19,563 total
Ernst Rolf Johannessen
1 reviews NO
The sunglasses never arrived.
The sunglasses never arrived.
Date of experience: March 23, 2023
Hi Ernst, we do guarantee delivery. I can see it's been about 5 weeks since you ordered. Unfortunately the shipping option you elected only shows when it left the country and not further tracking is avaiable. I would suggest you contact our team at [email protected] or reply to your invoice. Someone on our team will be able to validate address details and figure out the best manner to resolve this for you by either reaching out to DHL, reshipping or refunding your order. Again, I'm sorry DHL is taking awhile and I hope it arrives very soon. Craig Anderson - CEO and Founder- Sunglass Fix
Bernd Meyer
1 reviews DE
I am waiting for my order until today
I am waiting for my order until today. That is to long time.
Date of experience: April 02, 2023
Hi Bernd, We do guarantee delivery. However, in your case I'm sorry. We had a website upgrade and this review request was sent even before your package was expected to arrive. I can see it left the country on the 20th of March. I would expect it to be arrriving either this week or next week with the free shipping option. If it doesn't arrive by the end of next week please contact [email protected] and they can investigate / figure out the best path forward to resolve it for you. Craig Anderson - CEO and Founder - Sunglass Fix
Ron Barmatz
1 reviews IL
I did not get the shipment
I did not get the shipment. No one help about it
Date of experience: March 08, 2023
Hi Ron, I'm sorry to hear your package is taking longer than expected. I can see your package arrived in mid march in Israel. I would strongly suggest you review the tracking and get the internal tracking code in Israel. Most of the problems we have with Israel are your internal postal system once DHL hands it over. If you do not have that tracking information send in your shipment confirmation please contact [email protected] and someone will resend it / help you track it. Many times you have to collect the package at local post office in Israel. We are unsure why but just seems to be the case sometimes. Craig Anderson - CEO and Founder - Sunglass Fix
giancarlo schena
1 reviews IT
My order is not arrived
My order is not arrived
Date of experience: April 02, 2023
hi Giancario, I'm sorry we sent you the trust pilot review even before you package was expected to arrive. As stated on the website packages travelling from Australia to Italy with the non tracked service can take 2-4 weeks on average and up to 6 weeks if things are terribly slow. it's been 2-3 weeks now so I would expect you to get the package by the this week or next. If you have not received it by the end of next week please reach out to our team at [email protected] and they will lodge an inquiry with DHL once they've verified the shipping address is correct. WE do offer a heavily subsidised faster shipping option with tracking but regardless of shippion option we do guarantee delivery. Just have to live with the fact it takes a long time for shipments to travel to the other side of the world. Craig Anderson - CEO and Founder - Sunglass Fix
Catherine Rothberg
1 reviews AU
I havent received a tracking number nor…
I havent received a tracking number nor the product
Date of experience: March 28, 2023
Hi Catherine, Sorry to see this harmful review due to a communication issue. I would suggest you check in your spam folder as we did sent and receipt for your purchase on the 16th of March and a shipping confirmation with tracking on the 17th. I would normally resend those but I can see the package was delivered on the 21st. I do aplogize as I can see that the package missed the cut off for post on the 17th so didn't ship until Monday the 20th thus the slight delay. Please next time contact us. Leaving a review like this is very harmful to small family run businesses is Australia. A phone call or email would have helped you locate the missing emails. Craig Anderson - CEO and Founder - Sunglass Fix
Gary Schott
1 reviews NZ
The lenses were sent a month ago from…
The lenses were sent a month ago from Australia. They passed through customs and then went to a depot somewhere in Hawkes Bay and then sat there for a week before someone realised they had to go to the South Island. They are still in transit another week later with a subcontract delivery service. To say I am dissatisfied would be an understatement
Date of experience: March 28, 2023
Hi Gary, I'm really sorry fastways / DHL have let both of us down on this delivery. Yes, they do seem to be rather confused as to where your final location is. I can see it's on the S. Island Now and I've filed an inquiry with Aramex to find out when they expect they will finally get it to you. Normally shipments to NZ are very fast. The relationship between DHL and Fastways for final delivery is new as they used to use NZ Post. It's had it's ups and down but has proved mostly positive. However, in your case it has definitely not worked out well. I will get back to you as soon as I hear back from Fasteways/Aramex. Hopefully it will be delivered before that even happens. Again, very sorry our shippers let us down. We do guarantee delivery and if it continues to go around in circles we will either refund you or reship once we validate the address is 100% accurate. Craig Anderson - CEO and Founder - Sunglass Fix
Barry Scriven
1 reviews AU
Still haven’t received my order!!!
Still haven’t received my order!!!
Date of experience: March 27, 2023
Hi Barry, I'm sorry to hear your package didn't arrive as fast as you hoped. I can see it was placed on the 12th and shipped on the 14th of Mar. If you still have not received it let us know at [email protected] and someone will assist you. We do ask cusotmers to wait 1-2 weeks in Australia. While we do ship priority post, Australia Post is not exactly firing on all cylinders at the present time and some delays can still be expected. However, if addressed correctly it should arrive just fine. Craig Anderson - CEO and Founder - Sunglass Fix
Jack
1 reviews US
Sent wrong color of lenses
Sent wrong color of lenses
Date of experience: March 24, 2023
I'm sorry Jack, It's rare we ever send out the wrong colour. Our process for selecting the proper lens type is robotic and automated so these mistakes seldom occur. However, in some instances the lenses are hand picked if there was a problem with the original production (we found a fault on the lens during QA). I'm not sure what we sent. I can see you ordered Steel Blue lenses which are a dark lens, like black you thought you recieved, but has a strong tinge of dark blue through it. They could be confused if not comparing a true black to the Dark Blue. Regardless, I can see our team immediately dispacted another set of lenses too you as soon as we were made aware of the issue. Yes, every pair QA's for colour, lens type (poalrized or regular), and defects of any sort during the manufacturing process. However, as with all things in life humans can make mistakes and if that is what happened I'm sorry. However, as you found out once raising the issue with our team we are quick to remedy the situation. Craig Anderson - CEO and Founder - Sunglass Fix
ORLANDO Garcia Alvarez
1 reviews ES
I have NOT received the purchase!
I have NOT received the purchase!
Date of experience: March 26, 2023
Hi Orlando, Sorry to hear your package has not arrived yet. It has been 5 weeks which is on the long side. I can see your order shipped shortly after placed and DHL has it on record as being sent from Sydney. However, that's as far as they track orders when tracking is not elected by the customer. We do guarantee shipping regardless. We will contact you shortly and validate the shipping address. We may ask to have you wait another week or so. I believe the maximum shipping before we refund or reship to Spain is 6 weeks which you are closely approaching. Also, pay close attention for notifications from the post office. Spanish post seems to do that a lot. Not delivery but contact the customers to collect them. Not entirely sure why. Regardless, we do gaurantee delivery. We will either reship or refund your purchase as stated on our website. Thanks Craig Anderson - CEO and Founder - Sunglass Fix
Amanda Hatchard
1 reviews CA
Never received the item
Never received the item
Date of experience: March 27, 2023
Hi Amanda, I'm sorry. We should have waited a bit longer to send you the review request as your order was only placed a week ago. As you probably know we are in Australia and have to make and ship your lenses once ordered. There's little chance they would make it to Canada from Austrlaia in 1.5 weeks. I would expect the lenses to arrive later this week or early next based on what we are seeing as normal delivery times to Canada. If your package doesn't arrive by then please contact us at [email protected] and we will investigate it with DHL. We do guarantee delivery but we do have to allow ample time for DHL and Canada post to do their jobs. Again, sorry for sending out the review too early. We put a new website in and normally we like to give customers a month or so of wearing their new lenses before asking for feedback but something in the new software caused your review to be sent early. Craig Anderson - CEO and Founder - Sunglass Fix
Jill Christian
1 reviews US
I reached out on the website because I…
I reached out on the website because I received incorrect lenses. Still haven't heard back.
Date of experience: March 23, 2023
Hi Jill, I'm sorry to hear you had a problem with the lenses you ordered. We do have a team here to help. However, I just searched our entire care system and we have not received any communications from this email or with reference to your order number. Therefore, we were not aware you had any sort of issue. I will have somone from our team reach out to you immediately to see what we can do to help. Please work with them as they will need the complete model number off your inside arm (hopefully a photo) so they can determine best path forward to getting your sunglasses up and running. Craig Anderson - CEO and Founder - Sunglass Fix
Enid
1 reviews GB
Totally my fault.Thought I measured…
Totally my fault.Thought I measured correctly but was a fraction out.Tried to fit the lens into the frames but ended up ruining my sunglasses and had to throw them.Really sad about it as they were the perfect fit.
Date of experience: February 28, 2023
Hi Enid, I'm sorry to hear about the situation. Please keep in mind for next time that we do offer an installation service for the same price. You just order custom made or installed lenses and we'd figure out what you need and install them for you. Helps to avoid situations like this. We do offer a 6 month no question return policy. You could reach out to Customer Care at [email protected] and I'm sure they could work out a way for you to return the lenses for a refund. At least that would help towards another pair. Craig Anderson - CEO and Founder - Sunglass Fix
Kimberly Gent
1 reviews CA
The lenses are too small
The lenses are too small. Frames won't clamp down on them causing them to be loose and fall out. Took them to an eyeglass store and they told me to return them. First pair the gradient fade was going the wrong direction now the loose lenses aren't secure. Total waste of time and money! If the lenses were 1mm larger they would actually stay in the frames, or be able to be cut to fit... Not happy with the product at all.
Date of experience: March 27, 2023
Hi Kimberly, I'm really sorry about the problems with your order. I will have someone reach out to you about getting a refund. I can see the machines failed on your first pair and a lens got rotated / cut with gradient not horizontal. That really should have been caught by our QA team and I will discuss it with them. We were unaware their was a fit issue while fixing that problem so we didn't go through the process of validating frame model and size. We figured the problem was just the gradient. Regardless, I'm terribly sorry that we not only made a mistake the first time but didn't correct if for you properly on the 2nd attempt. Again, someone from our team will reach out to you shortly. Craig Anderson - CEO and Founder - Sunglass Fix
Leo
1 reviews US
Don’t do it!
I ordered lenses that said they would fit my make and model glasses and they weren’t even close.
Date of experience: March 10, 2023
Hi Leo, I'm sorry about the lenses you ordering not fitting your frames. I know it can be confusing around Ray Ban's in particular as Ray Ban used to be a US company owned by Bausch and Lomb. However, the sold Ray Ban to Luxottica around 2002. We carry lots of lenses that fit the Buasch and Lomb frames, like the ones you ordered. Luxoticca also re released many of the models but modified the frames. So in your case you may have a Nomad frame but it is not the Bausch and Lomb version of it. it's an RB5487 Nomad which is a different style. I know our team has offered you a full refund. We are always trying to make it clearer on our site for customers as we all know how frustrating it is to order something that doesn't fit. I'm sorry about the situation and wish Ray Ban was clearer over the years about their models. Craig Anderson - CEO and Founder - Sunglass Fix
Miles Nordahl
1 reviews US
When I got my new lenses
When I got my new lenses, one of them had the lamenant chipping off the lens already straight out of the box. Not to mention how long shipping takes.
Date of experience: March 03, 2023
Hi Miles, I'm sorry to hear the your lenses came with a defect. I'm very surprise to hear that as we do have two different people inspect every pair once they are made and before dispatch. However, that said we guarantee defect free lenses. We have both a 6 month no question return policy as well as a year defect warranty. I will have someone from our team reach out to you regarding the problems and figure out the best way to resolve it for you. As for shipping. I can see it see you ordered on the 26th of Feb and received the lenses on the 10th of March. We are located in Australia about 14,000 miles away and that delivery timeframe is well within the timeframe outlined on our site. However, I do realize it would be nice to get them faster and two weeks can seem like a long time in today's world where Amazon has a warehouse in most major cities. Regardless, as a small family run business in Australia we try our best to help people around the world. Just can't scale to the magnitude of other huge corporate congomlerates. Anyhow, someone will contact you shortly about the defect on the lenses received and that sorted out. Craig Anderson - CEO and Founder - Sunglass Fix
modesto escudero
1 reviews ES
Todo no recomendable.
Todo no recomendable.
Date of experience: March 09, 2023
Hola Modesto, I can see you didn't understand the delivery timeframe for your order placed in March 11th on our site and had disputed the order with PayPal after two weeks. Shipments to the EU take on average 2-4 weeks as stated at checkout. While you elected for the free shipping option with no tracking we can still see they are in country and should be delivered soon. Again, I'm sorry shipping wasn't as fast as you hoped. We do try our best to offer dependable shipping at a reasonable cost and even offered faster shipping for only a few EURO's more with tracking. We subsidize all this shipping cost heavily to make replacing lenses and repairing sunglasses a viable option for people around the world. However, as a small family run business in Australia there is little we can do to speed up global deliveries as the world is a very big place. All we can do is try to set expectations, give options, and let the carriers to their jobs. Again, sorry it didn't meet your expectations and I hope you enjoy the lenses when they arrive. If not we do have a 6 month no question return policy. Please take advantage of that if you wish. Craig Anderson - CEO and Founder - Sunglass Fix
JAMIE WALKER
1 reviews GB
Wrong lenes sent have been sent back
Wrong lenes sent have been sent back
Date of experience: February 27, 2023
Hi Jamie, Sorry to see this review and even sorrier that you hadn't contacted us about the lenses not fitting that you ordered. We do have a team here that is dedicated to helping people determine what frames they have and placing correct orders as well as helping those that received lenses that do not fit. Normally they are very quick at determine the fit problem and can help resolve it right away. However, we do have the 6 month no question guarantee so I'm sure you will be refunded as soon as they arrive back. If you do want help getting the correct lenses for your sunglasses please contact [email protected] and someone will assist you. If we did send the incorrect lenses I'm very sorry about that too. While we are very careful and each pair is QA'd by two people and most of the production line is completely automated, people do make mistakes. While rare, we certainly would have helped resolve it if we were aware of the problem. Craig Anderson - CEO and Founder - Sunglass Fix
Daniel Schmidt
1 reviews BE
Good service but for gatorz glasses
Good service but for gatorz glasses, the lenses are too thin compared to the origins. They don't fit well at all
Date of experience: March 26, 2023
Hi Daniel, we do guarantee fit. We have a team here the specializes in helping customers that had problems with the lenses they ordered. In many cases it's just a matter of working out what frames you have and getting the correct lenses out. In other cases it may be escalated to our lens techs to help. I will have someone from our team reach out to you so we can figure out what might had gone wrong with your order and get it resolved. Next time please contact us so we can help. Craig Anderson - CEO and Founder - Sunglass Fix
L Farrell
1 reviews IE
Lenses did not fit correctly
Lenses did not fit correctly
Date of experience: January 28, 2023
Dear Lorraine, I'm sorry to hear the lenses you ordered didn't fit properly. We do have a team dedicated to helping customers get the correct lenses for their sunglasses. They help people order correctly and also help when they receive lenses that do not fit. They are very good and I'm sure can identify what issue is and help with a resolution or a return. I will have someone from our team reach out to you and help. Next time please do contact us. Finding out about order issues in harmful reviews is very hard on small family run businesses like ours. It's much nicer to have a chance to help the customer rather than getting reviews that scar us for years to come. Craig Anderson - CEO and Founder - Sunglass Fix
Hei
1 reviews NO
I havnet recived my glasses
I havnet recived my glasses
Date of experience: March 26, 2023
Hi Heidi, I'm sorry. We had a problem with a new website we put up and it triggered the Trust Pilot reviews to be sent out too early. I can see your order in early march was produced and received/sent by DHL on March 10th. Without tracking that will be as far as the tracking goes. I can take 2 to 4 weeks for final delivery to Norway as stated on the website when purchase was made. Therefore, I'm confident it should be delivered very soon if you haven't received them already. If you have't received them by End of next week please contact us at [email protected] and someone will raise and issue with DHL and contact you with status or options forward. However, at present I'm sure it's well on it's way. Craig Anderson - CEO and Founder of Sunglass Fix
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