Complaints
This profile includes complaints for Shady Rays's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:08/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Hello,
This business has a free replacement policy for broken sunglasses. On 7/12/2023, I emailed Shady Rays that one of the lenses popped out on my sunglasses (original order #******** and the frame was also broken. I took a photo of the broken sunglasses and attached it with the email. Shady Rays got back to me on 7/13/2023 and said, "I apologize, but those shades are currently out of stock. Is there another pair from this collection you would prefer as your replacement? If your collection is completely out of stock, feel free to select a pair from another collection within the same price range." I chose to receive a model called Emerald Smoke from the X series. Since then, I've not heard from the company. I've emailed, called and messaged their Twitter account asking what the outcome is: are they going to ship the sunglasses I requested to me? How long does it take? I understand they're probably very busy, but it's been almost a month and I cannot get any response. I think they have ghosted me.
Thank you for your help.
Business Response
Date: 08/09/2023
Hey *******
I am so sorry for the delay with your replacement and getting back to you. For some reason your response didn't come through to us so we have where we asked what you would like as a replacement and that's it. No worries though! I've got your replacement approved and have emailed you the link in that original email chain. I'm so sorry we miss you there. Please reach out if you have any questions!
Customer Answer
Date: 08/11/2023
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.
Sincerely,
***** **********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:08/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Ordered 2 pair of sun glasses from Shady Rays on 7/28/23. My order number ******* Calico II black out polarized. I paid $24.30 plus tax for the glasses. They don’t fit and I want to return them. The XSeries pair I received fits fine I would like to keep them. The company advertises free returns on their website. When I tried to return them it came up not unavailable for returns. I Received them on 8/5/23. I emailed the company and told them I wanted to return them. They responded it will take a couple days to reply. They sell the same Calico II glasses as a regular item for $54.00 on their website.Business Response
Date: 08/08/2023
Hey there!
I'm not sure why it wouldn't allow a return when you tried but I've double checked everything and it should be working correctly now. Just visit our returns site, returns.************* and use your order number and zip code and you should be good to complete that return. Sorry for any trouble there. Also sorry for the delayed response with our team we're a bit backed up with unexpected volume but since I think we've got this figured out here I'm going to close your support ticket. Please don't hesitate to reach out to our team if you need any addition help!
Initial Complaint
Date:07/17/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Their warranty department has been unresponsive for several days and seems unwilling to honor the terms and conditions of their written warranty with regards to a craftsmanship claim. I am simply wanting the replacement for the items owed to me under their warranty terms.Business Response
Date: 07/17/2023
Hello,
It looks like the customer reached out to us on 7/8/23 and we responded with our auto reply letting them know we would get back to them. They responded to the email saying they were having an issue with our replacement site. One of our agents reached back out on 7/11 and asked for more information so we could process the claim manually, the customer did not respond to the message but did give us a 1 star rating on the ticket.
I will reach back out on that email chain but please let the customer know that we have reached out to them but not hear a response. When he sends over the info we need we would be more than happy to help!
Customer Answer
Date: 07/17/2023
Complaint: ********
I am rejecting this response because I sent a response in the email chain and provided pictures. Those were included in the original message I sent to the BBB.
Sincerely,
******* ******Business Response
Date: 07/18/2023
Got it! I see now that our system blocked the email for some reason. I've approved the request and emailed a link in a separate email. Please follow that link to complete your craftsmanship claim. So sorry for any confusion and I am working with our IT team to figure out why your email was blocked. Please let us know if you have any questions!
Customer Answer
Date: 07/19/2023
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.
Sincerely,
******* *********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:06/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
ordered 7 pairs of glasses they are not good quality so the day they were delivered i decided i wanted to return them. their web site says they will return before 30 days but the site wont accept 5 of the pairs. if this isnt resolved on their end i will be making a complaint through my credit card company as defective quality not represented properly on their web site.Business Response
Date: 06/26/2023
Hello,
I'm not sure exactly what issue the customer is experiencing. They are within our returns window so they can just go to ********************* to get that set up. I see they reached out to out customer service team and we responded this morning with how to get their return started but if they are having trouble they can let our team know and we would be happy to help!
Initial Complaint
Date:06/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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 bough a pair of “Shady” Rays less than 3 weeks ago, and when I decided they were not gonna fit me, I issued my refund. Funny enough, there was an error generating the label, as well as AutoReply from their email saying my message was rejected because their mailbox was full. So much for a 100% refund within 30 days…Business Response
Date: 06/26/2023
Hey there!
We had an issue with our returns system generating labels. We were working with them throughout the weekend to get the issue fixed. Return labels will be reissued today 6/26. If you have any other questions you can reach out to our team and we would be happy to help!
Customer Answer
Date: 06/26/2023
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.
Sincerely,
**** *********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:06/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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 shopped on the Shady Ray site. I decided to abandon the shopping cart and not make the purchase because the experience felt sketchy after they kept raising the discount. I had already given my phone number. 4 days later I got a dark web alert that the "Vendor of a major eyewear company" had placed my phone number on the dark web. Shady Ray was the only company I interacted with .VERY VERY sloppy data usage.Business Response
Date: 06/06/2023
We spoke directly to this customer and the issue was resolved.Customer Answer
Date: 06/07/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *********Initial Complaint
Date:05/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
On April 21st 2023 I submit a refund request for ORDER #******** I received the email below.
f you’re still planning to send the return, please send your package back by May 19th, 2023, or your request will expire, and the return shipping label will no longer be valid.
I received the email attached that the return expired two days earlier. I was at the post officer to return the item on the 18th but they closed out the return. I emailed they asking they to reopen the return request with no response.Business Response
Date: 06/05/2023
Hello!
So sorry for the delay. Sometimes our labels don't update as they should, I have processed the return and refund and they should see that reflected very soon!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.