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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
07/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
12/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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.Initial Complaint
09/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased progressive sunglasses in august of 2021. There appeared to be all marks on the inside of the glasses in June of 2022. I went to two retail eyeglass stores who said it was a defect in the coating of the tint. I called **** *** who said I needed to go back to the retailer I purchased them from to send back to them for inspection. I did this. **** *** came back and said it was scratches. Yes there was one scratch but all the other were defects in the coating. I contacted **** *** again and they took no responsibility. I spent almost 900.00 for these glasses and my husband and I have purchased several prescription glasses in the past from them. It’s strange because the coating defect is only on the inside of the glasses. We will never purchase **** *** glasses in the future. They don’t stand behind their product.Business response
09/12/2022
Aloha! I am sorry to hear you are unhappy with our repair service and/or warranty on your sunglasses. Please reach out to your ** **** ** ************** and we will be happy to help. We look forward to hearing from you. ******Initial Complaint
02/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a pair of sun glasses that cost $400. My package was never delivered and now I have been contacting them for 2 weeks trying to get this resolved, with no luck. I just want them to send me the glasses.Business response
02/23/2022
***** *****,
Mahalo for contacting **** ***. I have reviewed your account and see that a replacement pair of sunglasses were sent to you and received on February 15th signature required. Please let me know if you need further assistance. We would be happy to help.
Have a great day.
Mahalo,
****** *****
Customer Service Manager
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Contact Information
Customer Complaints Summary
7 total complaints in the last 3 years.
4 complaints closed in the last 12 months.