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Business Profile

Sunglasses

Maui Jim

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sunglasses.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a pair of sunglasses at ******** *** in the ****** mall on Mother’s Day and wore them for a few weeks and the temple would pop out and stick out and not go back in. This did this for about a week. I returned them and they gave me another pair and within a week this one did the exact same thing. He advised me to send them back and request a different style. I did this and after a week of waiting to hear from Maui Jim the called and said they were basically scratched up and debris all over the lenses which is incorrect and would not take my exchange. These glasses are about two weeks old and I wash them with mild soap and use microfiber towels on all my sunglasses that I have and take care of them. This is ridiculous and I want this to be resolved like a normal company should considering I have 5 pairs of there sunglasses and have had no issues. This is a problem with this style as I was mailing them another gentleman was in the post office with the same issue.

    Business Response

    Date: 06/28/2024

    Aloha, this complaint was resolved on 6/14 when ***** reached out to us directly.  We gave ***** a 100% off gift card and he redeemed it on 6/14 for some MyMaui Honokalani sunglasses.

    Mahalo,

    *****

  • Initial Complaint

    Date:03/19/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Maui Jim allegedly warranties their glasses/frames for two years. The earpiece fell off after 9 months. My optical shop replaced the frames with completely new frames at that time. After 7 more months it fell off on the same side of the new frames as well. It is clearly a manufacturing defect. I took it to the optical shop again, but their warranty is only one year, so they said to contact Maui Jim, which I did with all the information above. Maui Jim says contact the optical shop, which, as noted, will not assist. The lenses in my eyeglasses are very expensive and cannot just be put into whatever frames. I don't understand why I can't send in the broken frames for a replacement directly with the manufacturer. I would even be pretty happy with a discounted frame. I just need my eyeglasses and I am stuck.

    Business Response

    Date: 04/17/2024

    We have tried to contact the customer, have left a voicemail a few days ago and are waiting on a response from them to work on a solution / replacement.  The customer emailed us just now to start the process.  This should be resolved in short order.

    Customer Answer

    Date: 04/17/2024

     Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********. The company has left me a voicemail regarding the frames. Unfortunately eyeglasses aren't really optional so I have already replaced the frames.

  • Initial Complaint

    Date:07/11/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Defective installation of Prescription Lenses,caused by improper mounting according to 3 Medical Professionals (Doctors)
    Three Maui Jim Dealers have Advised me they have seen this defect by Maui Jim before and they are always repaired free of charge due to the Danger of the cracks in the lenses,possibly causing Medical damage to the eyes.

    Business Response

    Date: 07/27/2023

    Mr. ******* ***********'s first pair of sunglasses are in transit to him now.  (Tracking ************)  Once received Mr. ************* second pair will be sent to us for replacement.  Mr. ************ requests are being fulfilled as requested. 

    Customer Answer

    Date: 08/09/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:12/31/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    August 22' purchased, by Christmas the tint was worn off, making the glasses useless. Keep in mind I only used the provided cleaning cloth. I took the glasses to the retailer ******** ***. They said they couldn't help me. I put them away... then I mentioned it to a friend. He had the same issue! I want to Maui Jim to stand by the product they manufacture! I like the overall look and feel of them, I just think they are faulty lenses.

  • Initial Complaint

    Date:11/21/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I asked Maui Jim to place new lenses into my frames which I own. I received the frames/lenses and then asked to return them. Maui Jim provided me with a return label ************************************************************************************** *. I expect a refund for the lenses and for Maui Jim to return my old frames. Thank you.

Maui Jim is NOT a BBB Accredited Business.

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