ComplaintsforSmartBuyGlasses

Retail Optical Goods

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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
02/27/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
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
08/21/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
What a horrible company. I ordered glasses from them on the 12th of August and was told they would receive them in ***** by the 25th and then send them out (another 15) days?I have questions about the authenticity of their Balenciaga frames coming from ***** and should have known better.I encourage anyone buying designer frames to have the serial numbers checked. Authentic eyeglasses all have them I asked them for a receipt for my $297 purchase and they told me they could not give me one until the glasses shipped? Since when do you not get a receipt for a purchase?DO NOT BUY FROM THEM I want a refund
Business response
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,
*********

Customer response
09/19/2023
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 and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
04/20/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 22. I ordered 2 pairs of glasses totaling $563.20. When I received both packages. Shipped separately. The glasses and the prescription lenses were missing. The case and the clear lenses were in the box. Both packages had tears in them. I contacted Smart Buy Glasses the day I picked them up at the post office. I contacted them via email of the issue. And still to this day they are asking me to keep waiting an additional ***** hours. I contacted them on April 10. At this point I want my money back and I wont do business with them anymore.
Business response
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,
*********

Customer response
04/21/2023
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 and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
03/16/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought prescription glasses and gave them correct prescription info. Glasses came in, the legs were to wide and the glasses fell down my face. More importantlyI could not see thru the lenses. Everything was blurry. Tried and tried to get them to take them back but they wouldnt let me send them back. All kinds of excuses. I didnt order the right size (u cant order a size for the legs), have to wait and let my eyes adjust etc. etc. It drove me crazy! In the meantime I needed my glasses. I ordered the EXACT same pair of glasses with the EXACT same prescription from another company and they came in perfect. I tried to return the glasses within the 30 day return policy and they just wouldnt let me. Emails went back and forth for several weeks! They finally said I could return them but wont give me a call tag or return address. They say they dont pay for shipping and they want me to return them and pay for shipping which I wont do for a defective pair of glasses. I filed a dispute with **** and they still wont cooperate. Smartbuy is a horrible company, wont honor their return policy and try and MAKE u keep a defective pair of eyeglasses. They are basically keeping me hostage. They are a fraudulent business and they need to be stopped.
Business response
03/16/2023
Hi *****,

I'm really sad to hear that you have concerns about your item and with the prescription lenses as well. I have noted your sentiments and deeply regret the inconvenience this has caused you. Please be assured that we consider our customer's feedback as valuable inputs in our efforts to continually strive to serve our customers the best way we can.

For more information about our return, please check it here :**********************************************

I will be in touch with you shortly to discuss this and make sure to resolve the issue in a timely manner.

Sincerely,
******
Customer response
03/22/2023
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 and the matter has been resolved.

Sincerely,

****************
Initial Complaint
02/24/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 28, 2022 I bought a pair of *************** eye glasses from SmartBuyGlasses. I received the glasses in October and 1 month later the arm of the glasses fell off. I contacted Smartbuyglasses to have them replace them as per their warranty and they didn't send me the replacement until the end of December. After receiving the replacement the same exact thing happened were the arm fell off from regular usage on January 26. I contacted Smartbuyglasses again and requested a refund as the glasses quality was below par. I also contacted *************** to see if they could help me with a warranty and they told me no because Smartlybuyglasses is not an authorized dealer. I think Smartbuyglasses' practices are deceiving as I had the glasses for 60 days total and the arm fell off 2 times. I also think that they are not authentic as I have had bought *************** frames in the past from authorized dealers and have never had any issues with quality. I requested a refund since there is a 100 day refund but they said since the glasses had been replaced by warranty they wouldn't issue a refund. I had to buy another pair of glasses from a reputable US based glasses company which I have received and have had no issues with.
Business response
02/24/2023
Hi *******,

I am truly sorry to know that you have issues again with the item you ordered and I can understand that it is frustrating since it happened twice. Please do accept my sincerest apologies for the inconvenience this has caused you.

For more information about our warranty policy, please check it here : ***********************************************

Here at SmartBuyGlasses, we all make sure to attend to our customers concerns right away.

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,
******
Customer response
04/13/2023
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:

Hi,
I am writing because the merchant told me they were going to give me a refund, have claimed they did refund me, and I still have not received a refund. They contacted me via email - using the BBB complaint reference in the subject line so I was under the impression that we were communicating via BBBs messaging system. When I just checked my junk I saw there were messages from the BBB system that I had never responded to - the last one on March 7th saying the case was closed as I never responded.
The merchant sent me a screenshot of the settlement with PayPal but I just spoke to PayPal and they informed me that the merchant did not refund me the money but the money that was is the settlement chargeback are the funds they froze while they were waiting for a response from my financial institution about the dispute I entered. I have also not been refunded for the shipping cost to send back the 2nd product but I received the refund for the shipping costs to return the ***********. I have attached a screenshot of my PayPal activity with the merchant. If needed on your side, I am waiting for a copy of the statement from PayPal.
Please let me know how this case can be reopened.
Best,
*********************************

Customer response
04/21/2023
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 and the matter has been resolved.

Sincerely,

******************* *********
Initial Complaint
08/29/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a pair of prescription glasses on SmartBuyGlasses on 08/25/2022 since they advertise the Best Price Guarantee program, where they claim that within 14 days of purchase, if I find a lower price online, they will beat it by $2 and refund me the difference.The glass frame I bought from them was BOSS BY ************* BOSS 1070/F, which was listed at $208.After purchase, I found out another website, named Visual-Click, selling them at $122.6.I emailed SmartBuyGlasses to ask for a partial refund according to their Best Price Guarantee program. The customer service representative, named *****, refused my request, citing We do not accept price match if the competitors rate is discounted or sale. The offer from Visual-Click, when checked out, shows that the original price is $142.55, and the discounted price is $122.6. So even when the original price is lower than what SmartBuyGlasses offers, they refuse to match because its associated with a discount, claiming the offer is invalid.I also sent them links to two other offers, one on an e-commerce website called TheLuxuryCity, which is listed at $142.99, and another one on **** listed at $130. They refused to match both of these offers because this is not just a shop for eyewear and it are not [sic] also allowed for the best match guarantee. This reason does not show up anywhere in their policy page.Given that almost all offers on the internet are either discount, sale, or from e-commerce websites, SmartBuyGlasses shows behaviours of deceptive trade practice by claiming Best Price Guarantee and then excluding almost all offers on the internet. Customers like me clearly cannot know all of these implicit exclusions before making the purchase and end up being misled by SmartBuyGlassess advertising statement If you find a lower price online within 14 days of purchase, we will BEAT IT by $2!!.
Business response
08/29/2022
Dear ******

I regret to know that you are not happy with our Best Price Guarantee.Please be informed that price matching cannot be combined with any discount and also, we cannot price match with marketplaces.
I will be in touch with you shortly to discuss this and make sure to resolve the issue in a timely manner.

Sincerely,

*********

Customer response
09/07/2022
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,

***********************
Initial Complaint
07/19/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased these authentic *************** frames on 6/4/2022 from ********* *** *********** and took them to my local LensCrafters to have my prescription placed in the eyeglass frame, who is an authorized seller *************** products, but not this style. When the staff made adjustments to the arms the clear coated high shine came off of the arms of the frame. I contacted Smart Buy Glasses via by phone, the rep over the phone was so determine to convince me that the eyeglass frames are authentic. She gave me the steps to send in the evidence to show the damage of the adjustment to the frame. I did that, only to be told because selected another company to put in my prescription and adjust the arms to fit my face appropriately. Again if these frames are truly authentic, the shine coating should not melt from the frame for basic adjustment. Since this company is online based, the question would be how would one go about getting adjustments made to the arms to fit the customers face correctly??? No list of reputable local eyeglass stores were provided for me to physically go into. I have reached out to ************************************ to get further assistance, since Smart Buy Glasses are not standing by the products they sale. I sincerely feel Smart Buy Glasses are selling fake name brand eyeglasses.
Business response
07/19/2022
Hi,

Thank you for your feedback.

I'm very sorry if you think that the glasses were not authentic, please note that all our products are 100% authentic, we offer 100 days return and 24 months warranty against all manufacturers defects, we can definitely assess the issue and

Customer response
07/19/2022
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:

I have provided copies of emails between Smart Buy Glasses and myself showing photo evidence per your request of the issue. Your company decided to point fingers and offer a 10% discount for another purchase. I rather send these back and get my money back. So please provide the proper return mailing address for priority shipping. I have already purchased another authentic brand from LENS Crafters.

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

Sincerely,

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

Business response
07/25/2022
Dear *****,

Good day!

I completely understand your disappointment and I am really sorry to know that you are not happy with the solutions provided. We have already approved your refund and I will discuss this further with you via email.

I appreciate your patience.

Sincerely,

******
Customer response
07/25/2022
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,

*************************
Initial Complaint
06/13/2022
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased eye glasses from smartbuy around july 2021. The lens on the right eye mysteriously has a stress crack. This randomly came out of no where. I have pictures of the glasses and there are no dents, scratches or anything on the frame to indicate they were dropped or mishandled. I believe these are cheap ******* lenses that cannot handle the transitional part of the sunlight and ended up cracking. I want the glasses lens swapped out or for them to send me the same pair so I can send these back and have not have me wait 30 days for my glasses. The order number for this pair is **************
Business response
06/13/2022
Hello ********,

I terribly sorry to know that there is a crack on the right lens of your glasses and there has an issue with the Transitions. My sincere apologies for this inconvenience this has caused you.

I would like to discuss this and let's resolve the issue together. Please wait for my private message, I will send it in a short while.

Sincerely,

*********

Customer response
06/14/2022
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:

Attached are the pictures of the lens and the frame as you can see there Are no scratches, dents or modifications to the lens that could have caused that damage this is purely a cheap lens The manager that is in the complaint responding has indicated that the lens are processed in ******. This explains the quality. So now what do I do? Is Smart buy going to process the frame and lens again? Or do I have to send it back and wait for a month to have them fixed by some person in ******?

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

Sincerely,

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

Business response
10/06/2022
Hi,

Thank you for your feedback.

I'm sorry to hear that the issue is not resolved yet, please be assured that all our products are 100% Authentic, please refer here for more information:
**********************************************

I will check your order and I will be contacting you shortly.

Sincerely,

******

Customer response
10/13/2022
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 glasses quality and overall experience was not good. I have also asked the company to not email me anymore. BBB please close the case out. The resolution was not satisfactory

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

Sincerely,

*****************************
Initial Complaint
11/29/2021
Complaint Type:
Service or Repair Issues
Status:
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.
The business has a price match guarantee that they refuse to honor. I have proved that the glasses are cheaper at other sites. Jumped through their hoops and they refuse to honor their end. This is for 2 pairs of glasses. Both were confirmed by legitimate online retailers. I want this fraud to be fixed!
Business response
11/29/2021
Dear *****,

I am so sorry to know that you have concerns about our Best Price Guarantee. Please be informed that we have guidelines in checking all the requests, and one important information is that we do not price match with discounted or sale items. We only price match with regular prices.

I would like to discuss this with you and resolve the issue. Kindly wait for my private message in a little while.

Sincerely,

*********

Customer response
12/01/2021
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]
You have not taken down the misleading price matching ads. You do not price match. You will not accept another stores prices. All you have done is referred to your policies with no regard.

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

Sincerely,

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

Business response
12/22/2021
Hi *****,

Thank you for you feedback.
Please know that we have our Price Match guidelines and we still have to stand with them. We stand that we never advertise misleading information as all the information is on our website for everyone's information. We have also tried to offer you another option like a discount since we appreciate your interest.
Sincerely,

******
Customer response
01/08/2022
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]
They have not offered anything different. They do not stand by their lowest price guarantee. Im not going to purchase from them. They need to take down their price match policy its a lie.

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

Sincerely,

*********************
Initial Complaint
11/16/2021
Complaint Type:
Delivery Issues
Status:
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.
I ordered glasses from this company on October 30th. Company sent a confirmation email but emailed a few days later asking for a prescription even though I sent it in my order. On Thursday November 11, 2021, I had my glasses that were supposed to be delivered. The box was unopened and undamaged but upon opening the box and case, there was no frames to the glasses. All that was in the box was the prescription lenses, a case, cleaning wipe and wrapping. I contacted SmartBuyGlasses who have repeatedly me around from person to person with no answer. There is no phone number to call them and it is strictly through email. When they did respond, they said they were filing a claim with DHL however there has been no response.
Business response
11/16/2021
Hi *****,

Thank you for your feedback.

I'm sorry to hear that you received an empty box, regarding our phone support we have a phone support team, please check this link **************************************************** however please allow me to assist you with your concern and I will be contacting you shortly.

Sincerely,

******

Customer response
11/16/2021
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 been bopped around multiple times. I have received multiple of the same responses and no resolution.

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

Sincerely,

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

Customer response
11/17/2021
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]

Refund for the product is issuers however they are still attempting to charge me a shipping fee which I am not paying for a product I did not receive.

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

Sincerely,

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

Business response
11/17/2021
Hi *****,

Thank you for your feedback.

My apologies, I agree that the shipping should be refunded, I will check with our Finance team and I will be contacting you shortly.

Sincerely,

******

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