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Business Profile

Sunglasses

Solaris

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:03/31/2025

    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.
    On May 11, 2024, I made a significant purchase at the Solaris Store 0963 in ***************, **, where I bought two pairs of sunglasses, spending a total of $434. During the transaction, the cashier recommended a protection plan, which I agreed was a worthwhile investment, and I authorized the addition of this plan to my purchase.When I returned to the store on February 22, 2025, due to a scratch on one of the lenses. I had presented the original receipt as proof of purchase and was informed by the associate that the protection plan was only applied to one pair- not the pair that was scratched.I had trusted that the protection plan would cover both pairs of sunglasses at the point of sale. Had I been informed that I needed to specify which pair was covered or purchase 2 plans, I would have chosen to protect both. The fact that this was not communicated to me at the time of purchase feels misleading and dishonest.I was stonewalled by the associate at the store, so I filed a complaint through their parent company, ************, on March 23, 2025 (screenshot of that submission attached). The confirmation claimed I would receive a response in 5 business days. I have received no such *********** never would have occurred to me to ask this question at the point of sale... and if only one plan was being purchased, wouldn't I have elected to put that on the higher ticketed item if I was actually making such a decision?The right thing to do here would be for Solaris to honor the protection plan on the scratched pair that I brought in.

    Customer Answer

    Date: 04/22/2025

    I received a phone call from ****** at the Solaris store and she advised me that they would honor the Protection Plan.  I visited the store this morning and exchanged the damaged sunglasses for a new pair after paying the Protection Plan co-pay.

    I am satisfied with the action that the business has taken to resolve this (even though they should have done the right thing in the first place).  I appreciate the assist provided by the BBB.

    Business Response

    Date: 04/24/2025

    I reached out to ***** ******** on 4/21/25 via phone about her returning to Solaris to honor the protection plan on her Maui *** sunglasses. At the time that she came in 2/22/25 I was not able to honor since the associate who helped her at the time did not inform her about the protection plan only covering one pair of glasses. I expressed my empathy for ***** for not being informed properly about the protection plan, I am fairly new to the company so I wanted to honor their policy. I am grateful that ***** came back and we were able to honor it for her. She was able to grab a new pair of Maui Jims on 4/22/25

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