Barbara E.

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The best way to describe my experience is too show you the series of emails that occurred after a mistake was made with my order:
ME:
I was sent an email asking me to write about my experience with smartbuyglasses.ca. It was my first time ever ordering prescription glasses online and I was quite nervous although the process was straight forward and painless. My order was shipped to me within a week or so from the day I placed the order. When I got the glasses I was relieved to see everything was nearly exactly what I requested. The only complaint that I can make is that, I requested Gradient Tint (shiny gray 85G) lenses and instead I got Polarization lenses. At this time, Im not willing to go through the hassle of the return policy and so I will have to just learn to love my new glasses. Im not completely disappointed, however I will most likely not re-order from smartbuyglasses.ca in the future because I like to ensure I get exactly what I request and pay for. I believe that I will just shop for glasses in store from now on. Thank you for your attention.
SBG:
Thank you for your email to SmartBuyGlasses, my name is Billie and I am pleased to be of assistance today.

We regret to hear that you are not 100% satisfied with the item you received. Based on our record, we processed Shiny Grey 85G tint color and not Polarization. We would like to request for a photo of the glasses and we will get back to you with a resolution.

Looking forward for your prompt response.

ME:
Thank you Billie for your reply, attached is a photo of the lenses as you requested. You can see that the lenses are shiny but not gray or with a gradient tint.
(Photos sent)

SBG:
Thank you for your prompt response.

Unfortunately, we could not confirm the color of the tint since there are reflections and the color of the table. We would like to request if you could take a photo of the glasses that is facing the sunlight or the ceiling light? We will confirm with then send the photo to our lab to verify the tint color.

Looking forward for your prompt response.

ME:
I have attached more photos as requested. I also wanted to add one more thing today I got a bill from FedEx for $14.04 for shipment fees. I wish I was aware of this extra cost when first purchasing the glasses. I have attached the invoice also. Please me know if this fee would be covered by smartbuyglasses.

Thank you again for your attention in to this matter, I very much appreciate it.

SBG:
Thank you for your prompt response.

We regret to see that we have processed the wrong tint color. To rectify the situation, we would like to offeryou the following solutions.

Refund the lens cost back to your account.

Send an uncut lenses and you can have your local optician to cut and fit the lenses on your frames. If they would need to charge you with the service fee, we request for a quotation first.

With regards to the Duties and Tax, I have already forwarded the document to our accounting team for reimbursement. We will refund the amount back to your account. Please let us know how you would like to proceed with the lenses.

Looking forward for your prompt response.

ME:
Hello Billie,

Thank you for your response, I believe at this time the easiest thing for me would be that you refund the lens cost back to my account. Thank you also for taking care of the Duties and Tax fees. When you say that the cost will be added to my account, are you referring to my credit card?

I would also like to add, that this is by far the best customer service follow up, that I have ever received in my life whether online or in store. I very much appreciate your concern and care regarding this matter.

Once again, thank you!

*** Within a week or so I had received credits to my account as promised ***

People make mistakes, but they can also solve them.

I want to thank personally "Bille"!