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Business Profile

Optical Goods

SmartBuyGlasses

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 3 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:04/01/2025

    Type:Service or Repair 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.
    Hello, I am emailing to report an issue with my order *************** My order was supposed to arrive but never did; we checked with neighbors and they did not see it please advise what can be done we were waiting We would just like a refund because we have been waiting for this order

    Business Response

    Date: 04/01/2025

    Hi ******!

    I received your complaint about order **************, and I'm so sorry it never arrived I know that's disappointing, especially after waiting. Thanks for checking with your neighbors too.

    For further details, I'd like to look into this for you right away. I will email you privately to discuss the situation and ensure a prompt resolution.

    Best regards,

    ****** 

     

  • Initial Complaint

    Date:12/26/2024

    Type:Delivery 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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [they said they refunded but didnt 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ******* **




     

    Business Response

    Date: 12/26/2024

    Hello *******,

    Thank you for providing feedback. I am sorry to hear that you are concerned about your refund. I'm here to turn things around and provide the service you deserve.

    SmartBuyGlasses aims to deliver the best experience for our customers. We highly value your feedback and will promptly contact you to resolve any issues.

    Sincerely,
    ******

    Business Response

    Date: 01/02/2025

    Hello *******,

    I hope you're doing well today.

    I'd like to inform you that based on the proof provided by our finance, you filed a dispute for this and you were able to claim the funds. However, since you mentioned that you still haven't received the refund, I highly suggest contacting your bank and inform them to provide a letter of non-receipt with their signature, so we can investigate what happened to your refund.

    Regarding the parcel, I'd like to inform you that our courier confirmed that it was indeed delivered to you. Therefore, we'll need your cooperation in returning this item as you also received the amount you paid for this item.

    I'm counting on your cooperation in this matter.


    Best Regards,
    ******

    Customer Answer

    Date: 01/03/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The company are scammers and are borderline harassing my personal email, they know I havent received the refund with proof from my bank that Ive given them on multiple occasions, theyre looking for more money and its pathetic. Waiting over two months for a pair of glasses and my bank already advised me to stop communication with them due to theyre uncooperative behavior and lying based on evidence theyve provided during the dispute.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ******* **




     

  • Initial Complaint

    Date:06/18/2024

    Type:Customer Service 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 ordered sunglasses with a prescription from smartbuy previously, and have ordered another pair recently with the same prescription. These new ones make me dizzy and feel completely different from the ones I have. I confirmed my prescription, sent a photo of the sunglasses, and a photo of myself wearing them, which I was not comfortable doing. Despite this, they continue to be condescending in telling me if I do not send a photo of myself that they assume I will send them back and get a refund, but cover the shipping. I am wanting the entirety of the order covered because these do not meet the standards of what they are offering- eyeglasses that WORK. I even ended up sending a blurred photo of myself wearing them, which I expect will get me nowhere. Feels like they are just beating around the **** and have no interest in providing a full refund including shipping. If you dont want to give a full refund including shipping, then provide quality glasses that dont cause dizziness and discomfort. Clearly this is an issue with the company if I literally have another pair from them that does not cause the same issues.

    Business Response

    Date: 06/18/2024

    Hello *******,

    I hope you're doing well today. My name is ****** and I am the Service Manager at SmartBuyGlasses. 

    Thank you for your honest feedback. I see that your having issues with the prescription lenses. I know you're disappointed as it has the same details as your previous order and yet the new one makes you dizzy. I'm ready to step up and resolve this the right way.

    As to the requested photos, I understand how uncomfortable it may seem. But I assure you that it will only be used to assess the issue and it will only be used for that purpose. You can check it in our Privacy Policy *****************************************************;

    About the postage fee, your satisfaction is my top priority, we'll make sure to cover this for you.

    For more information about our returns policy, please visit *******************************

    SmartBuyGlasses aims to deliver the best experience for our customers. We highly value your feedback and will promptly contact you to resolve any issues.

    Sincerely,
    ******

  • Initial Complaint

    Date:04/29/2024

    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and even though I find this resolution to be unsatisfactory, I view the matter to have been resolved.

    Sincerely,

    *************************



     

    time I was attempting to make the purchase and give these companies my business. This is an example of a bait and switch. The insurance was only $12 for the year vs. 15% of what my glasses would be at checkout. Seeing the insurance price for only $12, it seemed like a value and made sense to enroll to take advantage of the additional 15% savings. Enrolling with this company was a complete waste of time and yielded me nothing but aggravation and having to demand a refund from ************ because the discount would not apply to my purchase. Because of my experience, I would proceed with caution if you chose to do business with either company.

    Business Response

    Date: 04/29/2024

    Hi ****,

    I understand your frustration as you cannot avail the 15% discount which ****** offers. There must be a confusion regarding this and upon checking, there are only three participating providers for this 15% discount and SmartBuyGlasses is not one of them. I'd like to discuss and rectify this issue with you. Please wait for my private message.

    Sincerely,

    *********

  • Initial Complaint

    Date:04/22/2024

    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     I have returned item 

    **** Tracking number ************************** 

    PLEASE complete my refund.

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ***




     

    Business Response

    Date: 05/20/2024

    Hello ****,

    I understand your concern. However, we have already processed your refund. We also sent you proof of refund that we have already refunded your ****** account.

    One of our phone representative will contact you within 1-3 hours to discuss this matter.

    Sincerely,

    *********

     

    Business Response

    Date: 04/22/2024

    Hello ****,

    I understand your concern regarding the item you received. Please be advised that we do not sell counterfeits and I am happy to confirm that our products are 100% authentic as we source them through an authorized supplier of the brand or directly from the brand. You may check the information at ******************************************************

    As for your ******** Engineering Aviators, we sourced them through an authorized distributor. Also, Also, please be advised that we have several Logistics Centers located around the world. However, we ship from ******** or from *****. This information can be read at ***************************

    Lastly, you can check our returns policy at ********************************

    Here at SmartBuyGlasses, we strive to provide the best experience we can for our customers. I genuinely apologize for the inconvenience this has caused you. We take our customers feedback very seriously so I will be contacting you shortly to help resolve this issue.

    Sincerely,
    *********

  • Initial Complaint

    Date:02/27/2024

    Type:Sales and Advertising 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.
    Was unable to get my prescription lenses in the frames ordered from them. I returned them and has 40 email communications regarding refund no refund has been issued. Thank you

    Business Response

    Date: 02/27/2024

    Hi ******,

    Thank you for reaching out to us regarding your recent experience with your prescription lenses order. I apologize sincerely for any inconvenience this situation has caused you. Your satisfaction is of utmost importance to us, and I want to assure you that we are committed to resolving this matter promptly.

    Let me help you with this concern and kindly wait for my private message in a short while.

    Sincerely,
    Elveen

     


  • Initial Complaint

    Date:08/21/2023

    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.
    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 and the matter has been resolved.

    Sincerely,

    ***************************



     

    Business Response

    Date: 08/21/2023

    Hello *****,

    I am terribly sorry to know that you have concerns about your recent purchase, and I really appreciate your honest feedback. Processing times may vary as some are in stock and some need to be sourced from a supplier. These are also advertised on our site. 

    You can find the information at ***************************************************************

    Please be advised that we have several Logistics Centers located around the world. However, we ship from ******** or from *****. This information can be read at www.smartbuyglasses.com/faq

    Also, please be informed that we do not sell counterfeits and I am happy to confirm that our products are 100% authentic as we source them through an authorized supplier of the brand or directly from the brand. You may check the information at ******************************************************

    As for the invoice, I hope you understand that we can provide it only when the order is shipped.

    We would like to discuss this with you and help you resolve this issue. One of our phone representatives will call you in 1-3 hours. Please keep your lines open.

    Sincerely,
    *********

  • Initial Complaint

    Date:04/20/2023

    Type:Sales and Advertising 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.
    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 and the matter has been resolved.

    Sincerely,

    ***************************



     

    Business Response

    Date: 04/20/2023

    Good day!

    We are sorry to know that the glasses are missing from the package. We have checked the case and we see that our Logistics Team has already coordinated with the courier and since the package was delivered by ***** we are unable to submit a claim. In this case, we'll contact the customer and proceed with the Lost and Claim procedure. Once we receive the signed Lost and Claim form, we will provide her with resolutions. We'd like to assure the customer to help her with her concerns.

    Sincerely,

    *********

     

     

SmartBuyGlasses is NOT a BBB Accredited Business.

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