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SmartBuyGlasses has a rating of 2.85 stars from 1,754 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about SmartBuyGlasses most frequently mention credit card, tracking number, and business days problems. SmartBuyGlasses ranks 13th among Eyeglasses sites.
Proactively asks for customer feedback
This company responds to reviews on average within 1 hour
When I was choosing a new eyeglasses, I tried to find something on the internet, and the SmartBuyGlasses had the exact model that I wanted. Also, I sent so many e-mails for support in my purchase (how to make it properly to have a correct international purchase for myself), and they were very quick to answer me. The only issue was the long period to use my product (regarding to the shipment out o my country, and also in my country - 3 months waiting...). I think if you buy it in your country or somewhere nearby your country, it will took less time certainly.
They invited me to review, didn't like what I wrote, and had my review removed from Trustpilot - were not eager to resolve problems until they saw the review. Then hassled me, and finally got what they wanted as Trustpilot ditched my invited review. A legitimate company doesn't need to expend so much effort negating an honest review. Quality less than rivals - I've tried a few - and prescription not correctly created (or they didn't have proper knowledge of prisms and failed to ask questions). Price was double that of what I eventually received from another supplier. Avoid.
Very disappointed with the support that they provide and I wish that their return system was more smooth.
They did not send me the Stella McCartney accessories that was included in the listing (spectacle case, dust bag etc.) which makes me wonder if the spectacles are fake.
Unfortunately I did not buy via paypal so it seems like I don't have any security or backup now when the support isn't answering. 160 dollars for a pair of glasses that looked very different from the picture in the listing. Wow what a great purchase. Not.
One should only buy from smartbuyglasses if they're 100% sure of what they'll get and for the love of god! MAKE THE PAYMENT THROUGH PAYPAL!
Tip for consumers:
USE PAYPAL FOR SECURITY
Products used:
I did not use them, I want to send the back.
Free shipping states 14day delivery, my order took 33 days.
Will make sure in the future to use US based companies to avoid the international shipping challenges.
Tip for consumers:
long shipping times for FREE deliveries
Products used:
glasses
Dear Michael,
It is unfortunate that you have concerns regarding the delivery of your order. Please accept my apologies for the inconvenience this has caused you.
If possible, please reply to my request with your order information so I can further assist you.
Sincerely,
Katherine
When the glasses arrived I had to pay extra tolling fees that I had not been sufficiently informed about before purchasing. The site I ordered from was in Norwegian with a Norwegian address, so I assumed that taxes were included in the price as it normally is in Norway. The fact that the product was shipped internationally and would include extra fees should have been more clearly communicated. Will not be buying from this store again.
Dear E B,
We're so sorry to hear of the extra feed for your delivery to Norway. Local import duties unfortunately aren't within our control, but we do help to reimburse these if they occur.
Could you send us a private message with your Order ID? Our support team will be in touch to help.
Regards,
Ben
I made an order and purchase 2 weeks ago. The sunglasses I chose were in stock. It then took a further 7 days to receive an email to confirm they had the item in stock?! My order has still not been dispatched and I am told it could take between 1-4 weeks. What the hell is the delay? I am most dissapointed as I was hoping to receive them in time for a birthday present. Having read other reviews and the fact my order still has not been dispatched I am not holding out much hope that they will arrive in time. The website offers competitive prices but I would sooner pay slightly more and have a guaranteed delivery time frame.
Dear Charlotte,
Thank you for your feedback.
I sincerely apologize for the delay and wait on your order. I can assure you that we are working on our stock level updates and product offering on a daily basis.
In order for us to further assist you, please kindly check your private message and provide us your order details. Your response at your earliest convenience is highly appreciated.
Sincerely,
John
SmartBuyGlasses
You purchase a $400 dollar pair off glasses. One Len doesn't fit right they want pictures and stuff just to say they don't see it. How could they it's don't on their face, this action causes a person to have to purchase another pair of glasses from a different company that gives better service.,,,
Hi Willie,
I am very sorry to hear that and please accept my sincerest apologies for the inconvenience caused.
Unfortunately, I did not receive your order information. If possible, please respond to my message with your Order ID so I can contact you immediately.
Sincerely,
Caselyn
Im finding the magnification less than my previous. 75, these were meant to be 1.5?
Im having to use my old glasses
Hi Trudi,
Thank you for your feedback and I am sorry to hear that you are having issues with your new prescription lenses.
In order to further assist and resolve this concern as soon as possible, our Service Manager will be in touch with you shortly.
Sincerely,
John
SmartBuyGlasses
In term of delivery I can say that everything went well.
However, as the shipment arrived from Hong Kong I will never be sure the goods are genuine...
Dear Sarah,
Thank you for your comments.
I understand you believe that the item you received is not authentic. I regret to hear this as the item you purchased is in fact authentic. All our brands are sourced from official distributors.
We have been in business since 2006 and since then have serviced over 100 countries with one of the largest ranges of designer eyewear in the world.
However, If you are not 100% satisfied, we offer 100 day returns.
Please let us know if you want to return the product and we will be glad to help you in this process.
Kind Regards
Katherine
SmartBuyGlasses
Started off great, they were able to make up prescription sunglasses for me, even though i have a astigmatism. Paid, waited patiently. Glasses arrived was very happy, until the Oakley sign feel out of its insert to which i noticed (FAKE) poor quality frames. I have another pair of Oakley's which are over ten years old and still have the Oakley sign inserted into them. Made the complaint was told to send them back, to which i asked how long this would take?, no answer just send back. So why must i send them back and wait with no glasses for them to then send me the genuine/real glasses. Why not send them the first time and why not say to a unhappy customer we (Smartbuysunglasses) will send the replacements first then ill send the defects back then. Will not recommend this company to anyone.
Hello Stephen,
Thank you for your feedback. I would like to apologise for the late response.
I am very sorry to hear that you received a defective item. Please accept my apologies for the inconveniences caused.
Please be assured that all our products are 100% authentic; all of them come with the full packaging and a 2 year warranty on manufacturing defects. We have been servicing our customers for more than 10 years and your product was sourced directly from the brand. If you are still not 100% satisfied, don't worry you can still use our 100 days return policy.
I can see that my colleague has tried to reach out to you via email. Kindly please reply to the email so that we can assist you further on this matter.
Sincerely,
Nicole
I really need these to work, live and feed my family, all I get is updates saying ''preparing for delivery'' and it has been a week plus now.
I dont know it shouldn't take this long and the communication should be a lot more clear, I have nothing and I am suffering.
I do not want to talk bad about this company and I see many are happy but me is going very $#*!ty right now.
Dear Karl,
Thank you for the feedback. We're very sorry for the time taken to process your order. Rest assured it is currently at our optical lab for the lens processing and fitting aka "preparing for delivery". This usually takes around 3-5 working days, so will be completed and shipped within the next 24-48 hrs.
In the future we recommend considering items in the Fast Shipping section, as these are guaranteed to be in stock and available for immediate shipping/lens processing.
If you have any further concerns, feel free to contact our Service Manager at servicemanager@smartbuyglasses.com
Regards,
Ben
I have waited for one month a pair of sunglasses which were available yet. Not a good experience at all
Dear Alessandro,
I'm sorry to hear of this experience. Could you send me a Private Message with your Order ID? We'd be happy to check and provide solutions.
Regards,
Ben
Made a purchase for frames they claim wS in stocks soon as I purchased them they went to back order. A month and a half later still no glasses!
Hello Tyrone!
Thanks for sharing your feedback with us.
We would love to resolve this problem for you, however, we did not receive your order ID with your review.
Could you kindly provide your order ID so I can assist you?
Sincerely,
Nicole
Unfortunately i did not have my glasses yet. The courrier provider is a mess in Argentina. I have to pay an store fee for each day of custody they provide.
You have to give your customers the opportunity to choose a carrier (UPS, DHL, Fedex) even is there is an extra charge.
Dear Sergio,
I am sorry to hear that you are having problems in order to receive your purchase. Please in order to help you with this issue, send us an email to servicemanager@smartbuyglasses.com with your order id.
Sincerely,
Ben
Smart buy glasses? You mean STUPID buy glasses! Order wasn't confirmed, communication is VERY laborious. Takes MONTHS from moment of ordering, to moment of getting your money back. HORRIBLE! Would NOT recommend!
Both were ordered within the last year. The Nike lost a small screw, could not be provided and was no guarantee matter as it didn't happen within 6 months... So far for the 2 year guarantee.
The recent order concerned a Carrera, which lost it's logo within 2 weeks time. No replacement logo could be sent. Luckily I can order a new model and I was promised a full refund on the Carrera.
So 2 minor problems that can not be solved, which is disappointing. Besides that the solution for the Carrera is a rather costly one for the company itself...
Dear Ross,
Thank you for your feedback.
Acquiring spare parts is unfortunately not the core of our business, as we focus towards supplying authentic designer eyewear. Nonetheless, we are glad to see that your concerns were successfully resolved. If you have any additional concerns, feel free to let us know.
Regards,
Ben
The delivery was OK, but the invoice was not accepted by the health insurance because it does not show the delivered goods(the kind of lenses)
* SmartBuyGlasses attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Dear Customer,
Thank you for your feedback.
I'm so sorry to hear that the invoice wasn't accepted by your health insurance. Please rest assured as I will send you an email with an invoice that shows the product and prescription. If you need any other assistance please let me know via email.
Best regards,
Bas
SmartBuyGlasses
The glasses were fractured on the first week, is that even possible it isnt risk free. Its all risk so of there is a way to get new ines for freed i want to know it.
Dear Rodney,
I'm sorry to hear that your glasses were damaged within a week of use. Rest assured, we have a 2 year warranty against manufacturing defects.
If you could private message me your Order ID, we'd be happy to assist.
Regards,
Ben
SmartBuyGlasses
I ordered a pair of Burberry sunglasses through SmartBuy. They were a good price, but the transaction as a whole has been a real pain to deal with. First, SmartBuy advertised that the glasses would be sent the next day and they were not. I did not receive them in time for my vacation. The glasses were sent via FedEx and required a signature upon delivery - there was no possibility to sign a slip asking FedEx to leave them at the door. I actually had to go to a FedEx distribution center to pick up the glasses, because FedEx required an extra fee if I wanted them to come back out. When I opened the box, I found that the glasses case was broken. I emailed SmartBuy to request a new one. They did send a new case, but it took about 6 weeks (!) to arrive, and was not the same as the original case - instead of a sleek leather case, it was bulkier and covered in light colored cloth, which will get dirty easily. My glasses bounce around a lot inside this new case. I have emailed the company again about the case but have not received a response. Next time, I'll save myself the hassle and go to a store.
Hi Andres,
We would like to sincerely apologize for all the inconvenience caused. I could only imagine how disappointed you are with your experience. First we had requested FedEx not to deliver the item if the recipient is not available as we have received numerous cases about the shipment being lost.
We would love to help you about the case you received, kindly email our manager at servicemanger@smartbuyglasses.com
Best,
Jacob
I chose Smartbuyglasses because they had the best pricing and offered an additional discount for some sunglasses I really liked. I placed my order and they gave me no ETA. After a few weeks they still had no updated ETA. I emailed them and they said their supplier hadn't confirmed inventory but once they did, they would let me know. A few more weeks went by and still nothing. They then reached out and said they would refund my purchase or sell me some other pair of shades. This happened a few more times over the next month until I really hammered them for the product... then magically the sunglasses appeared at my doorstep overnight-ed from China. I think they sold me the pair at a loss and didn't want to hold up their end of the sale. ANYWAY, after 2 months, I now have the glasses and LOVE them. BTW, they were about $75 cheaper than any other vendor after all the discounts.
Dear Jesse B,
I'm sorry to hear that your order was delayed. There was indeed a hold up with our suppliers as this item has an ETA of around 3-4 weeks on our website, but I'm glad to see that you are happy with the sunglasses and got them at an excellent price.
If you have any questions in the future, don't hesitate to contact our Service Manager at servicemanager@smartbuyglasses.com and we'd be happy to assist.
Regards,
Ben
SmartBuyGlasses
Can I take this in swedish since I bought my sunglasses from the swedish site?
Jag ångrade mitt köp och skickade tillbaka båda paren solglasögon, helt oanvända. På hemsidan under rubriken returer står det att man måste skicka paketet signerat och detta kostade i mitt fall 140 SEK, vilket jag INTE fick tillbaka. Det enda som står är "Fraktkostnaden för din ursprungliga beställning är inte återbetalningsbar." Men den frakten var ju gratis. Inte för att 140 SEK är mycket pengar, men det är sura pengar när jag kunde skickat dem billigare med vanlig post. Jag skickade till och med kvittot på betalningen av frakten. Bilder finns.
Dear Kim,
Thank you for your feedback.
Whilst we offer a flexible 100 days returns policy, the cost for the postage to our local return points is unfortunately not covered. We understand that buying products online can be difficult and have created a 3D Try On system for you to virtually try on your favourite products before purchasing.
I can see that our customer support team have already resolved your concerns but if there is anything else we can do to help, feel free to reach out to us again.
Regards,
Ben
SmartBuyGlasses
It is not made clear that it involves international shipment. I took almost two weeks.
The information on the glasses was very general, not specific enough. So i was surprised to see the actual glasses. Not happy
Dear Inge,
We're very sorry to hear of this experience.
Only items with the Fast Shipping logo can be dispatched within 24 hours, whereas others may require up to 2 weeks to ship. Although shown on the product pages, we're sorry if this was not clear at the time of your purchase.
We'd love to help, so please send me a private message with your Order ID.
Regards,
Ben
SmartBuyGlasses
I ordered my glasses a month ago. After many emails which were responded to timely, if vague in informative information, I finally received shipping information today. I saw the glasses at my local optometrists office so I am hoping they will be authentic and know what to expect. I bought them online for cost savings but am not sure if waiting 1 month was really worth it. Hopefully I am satisfied upon arrival.
Dear Chad, thank you for provided feedback. Despite it usually takes us 5-12 working days to process all orders as we have to order glasses from our Italian suppliers first, from time to time some orders may be delayed. Usually this happens due to the brand's popularity / exclusivity / limited production line.
We thank you for your time and patience and really hope you will enjoy wearing your new pair.
Note, that according to our return policy, if the customer isn't happy with received order for whatever reasons, we'll be happy to arrange return for refund / exchange.
If there's anything else we can assist you with, please, don't hesitate to contact at servicemanager@smartbuyglasses.com
Kind regards,
SBG
First purchase took very long to process. I had to threaten with canceling my order to get my order expedited. I will never know how long it would've taken without my complaint. Second order was processed in the time specified. But my right lense prescription was done incorrectly. I did not complain. Due to getting the frame at a good price and the time it would take to get th back again. But had to pay my local optometrist to redo the lenses. Another $115 (with insurance)
Dear J O,
I apologize that if the processing time took longer than we expected. Rest assured that we proactively expedite every customer's order. Regarding the prescription issue, we guarantee 100% accuracy, please contact our service manager at servicemanager@smartbuyglasses.com, we will resolve the issue for you as soon as possible.
Best Regards,
SmartBuyGlasses
Great prices but despite ordering from a Canadian domain, it did not indicate product was to be shipped stateside. Brokerage fee of $30 was added upon delivery. Made the buying prices less than ideal.
Hi Walter,
We regret to hear that you got billed for brokerage fees, Duties and taxes will be assessed by the importing country based on current laws governing imports. We do everything we can to prevent you from being charged for these. Unfortunately, we cannot guarantee this as we ship your order from one of our overseas distribution centers. In the unlikely event that your item seized by customs and duty fees are charged, please pay upfront and provide us with a photo of the invoice via email so that we can fully reimburse you.
We also would like to inform you that most suppliers are based overseas. We have several logistic facilities around the world located in Hong Kong, Germany, Italy, Australia and the USA. Since 2006, we have offered shipping to more than 100 countries around the globe. We will ship your product from one of our 5 logistic facilities depending on where the product is sourced. Our goal is to get the product to you as fast and as efficiently as possible.
Kindly email our service manager at servicemanager@smartbuyglasses.com and attach a copy of the invoice and we will help you resolve the situation.
Best,
Jacob
I ordered two pairs of Ray Bans but only got one as the other one was sold out took them 2 months and a paypal dispute to return payment for the non shipped pair...
Hi Mikkel H,
We're sorry that we were unable to supply your second pair. Regarding the refund, this is always processed immediately upon request but I hope for your understanding that filing a dispute with the payment provider can prolong this process with them.
Don't hesitate to contact us our Service Manager at servicemanager@smartbuyglasses.com if you have any future questions.
Regards,
Ben
Similar to many, the prescription glasses I ordered never came in due time. The story appear to be the same as with many others: they say the glasses are in stock (on their website), you order & pay, then you have to chase them via customer service for weeks only to be told in the end that the glasses are actually not in stock so it will take longer (at which point they offer you a refund, wait for the glasses to actually arrive or buy another pair). The customer service is swift and polite but completely useless when it comes to actually help you chase your glasses from the production lab or elsewhere. I consider SmartBuyGlasses unprofessional and unreliable thus I can not recommend them.
Hi Sturle,
First we would like to sincerely apologize if we were not able to fulfill your order on time. We would like to inform you that the item were indeed in-stock and you were informed that they are with our lab processing your lenses.
Unfortunately due to unforeseen circumstances, our lab had some delay since we had received an increase of prescription orders.
We also thank you for your feedback and rest assured that we will use your feedback to improve more on our practices.
I also checked your refund and it has been processed. Your bank will credit your account according to its policies.
Best,
Jacob
Gain trust and grow your business with customer reviews.
Since 2006, SmartBuyGlasses has been a market leader in the online designer eyewear industry. With the biggest selection of designer sunglasses, glasses, and contact lenses, SmartBuyGlasses has delivered eyewear to thousands of satisfied customers.
SmartBuyGlasses is part of the SmartBuyGlasses Optical Group, one of the world's leading online designer eyewear retailers with operations in the US, Canada and Italy. With cross-continent operations we are able to work closer with our global distributors to ensure that we are providing the most comprehensive range of eyewear at the best prices.
Hello David,
I am really sorry to know that you have not received the accessories for your item and that you have not received a response to your email. Please accept my sincere apologies for the inconvenience this has caused you.
Unfortunately, I did not receive your order information, if possible, please reply to my request with your Order ID and I will contact you right away to further assist you.
Sincerely,
Katherine