I ordered Police Sunglasses of the website. The product was spot on, as advertised! The customer service was even better. I gave a wrong address by mistake and contacted the company and they made sure the glasses were delivered to the right address. Great service and great price. Highly recommended.
We are happy with the sunglasses we bought but not happy with the customer service.
We live in a rural delivery area and our delivery address needs to be formatted correctly in order for us to get delivery. The Smartglasses system converted the delivery address incorrectly -- not the way I entered it. As son as I noticed it (I think the same day), I emailed their customer service asking for it to be corrected. Two days later I got an email asking me to contact the local courier and correct the address with them. I dont understand why Smartglasses didnt look after it. Anyway I rang the local courier and they did make the change somewhat -- but not enough as the glasses were delivered to another similar address. The kind people at that other address phoned me and I drove over to their place and picked them up ... and gave them a nice bottle of wine fro being so good as to track me down (when they could have just kept them). I need to buy some reading glasses but probably wont as i cant afford to have them go missing in the mail.
The good things I can say are that the glasses are good, they were a fair price and they were shipped quickly.
I am very skeptical about buying things online because 60% of the time you are disappointed with them, as the picture doesn't match the product, it is not the same as you had seen in the shop etc etc. Well lucky for me I got given a gift "sunglasses" by my girlfriend as we had seen a pair in the shop and I like it. So the glasses arrive safely one morning but unfortunately I had bought a local pair so didn't check them out properly. After roughly 11months had gone one day , when I lost the local pair I opened the glasses from smart buy sunglasses. Wore it for a day, didn't really find it that comfortable so had a proper look. Well well well, what do I see the nose pad had come off, actually the nose pad was not properly placed form the manufacturer.
Now started my query. I looked at the box the glasses were posted form HongKong, same feeling struck me wish my girlfriend did not buy them online see that's the reason I don't like purchases of internet. at the same time did a bit of a research and found that glasses were covered for manufacturers defect for 24 months, I was way under that.
Firstly I was not happy to ask for a refund or exchange after 11 months , but then i realized that warranty was for 24 months , so I flicked an email to the customer services got a reply that they will look into it. Then after getting the details and correct order number and stuff sorted got an email send us the photograph.
Then many emails back and forth lastly send an email to the company with detailed photograph. The reply was it was not looking like a manufacturers fault so I could take it to the local optician and it will get fixed.
I was unhappy with their resolution and asked if I could talk to the manager directly, It was a similar response and i had to convince them that it was a manufacturers fault. Then they said that OK lets get it checked by an authorized Prada agent and get a quote and they will possibly pay for the repair costs. But I was not really happy because if this was a manufacturers fault i should get a new pair.
Anyway I took the glasses to sunglasses hut they are the authorized agents for Prada. They gave me a quote and said that it was clearly a manufacturers fault. I send that letter to the customer services and happily they accepted to replace the pair.
SO having been doing ping pong of emails finally was happy with the outcome. I would say they are the company who honour their obligations.
Can you believe it I actually bought a different pair of glasses after just paying the difference.. Kool....
Thank you so much "Mr Ivo" I have received best customer service form you, and I am thankful for looking into the issue personally and following it.
Initial experience (6)
Over all experience (10)*****
5 days ago i asked where are my glasses, they said it should be with me in 24 hours. within that 24 hours i asked where my glasses where, they said it will be there within 2 days, it is now 2 weeks and ive asked where my glasses are and they said they will get back to me in 24 hrs. why am i asking after there telling me 24hrs, there in 2 days and get back to me in 24hrs, why dont they just do the 1st one. and im sick of talking to their computer andy with almost the cheeky one-liners. but let me see, il be quite sure if they were to give the glasses 1st and i pulled out my computer named Na and gave the same excuses back every time they emailed me one after the other, theyd be knocking on my door, its quite unfortunate for most of us and annoying that we dont have the same opportunity to knock on their door or ring them direct. its annoying caz im a 1st time online buyer and the last time to buy online. we live in the year 2013 most people in the 17th century would probably look at this as space years and be fansanated, specially the older ones that sat around a fire and wondered how it got there but i can assure them its the horse and cart days with these sunglass people, very unprofessional, very frustrating and no doubt there gona give me the same one-liner as they always do with every other review ive read, its so similar to everyone elses but no serious answers to fix the situation, i feel like this is theft and they honestly needed my money, theres nothing i can do to fight this caz all im gona get is andy so its about as good as gone but never again. shame on you sunglass people, your no better than other scammers
I was sceptical about ordering through SmartBuy given the (some) negative reviews. So I phoned them first to check the frames I wanted were in stock and expressed my concern about lack of communication which had been noted in some reviews.
I need not have a concern. The glasses were perfect, the delivery was fast, communication was excellent. I would definitely go back to SmartBuy for myself and recommend to others (as I already have). Thanks!
Very happy with the price. Delivery process is very fast and smartglasses.com makes it very easy to track your purchase's transit to your front door. Purchase was delivered in impecable conditions. Overall very happy!
For the first time ever we ordered something on the internet - - - not just anything but glasses frames for my husband - - - we were very very nervous but the customer service people at Smart Glasses put our minds at rest. The glasses arrived extremely promptly with emails arriving from Smart Glasses along the way advising us of 'their' travels. The optician was very pleased with our choice. This has now given us confidence to recommend the Smart Glasses site to our friends - the savings we achieved were amazing. I am now going to order frames for myself - only hold up is choosing from the large range - fancy a pair of a really upmarket brand!! ha!ha1
I had a fantastic experience with Smart Buy Glasses! Ordered them one week and they were delivered the next. The online tracking allowed me to be continually updated on the whereabouts of my purchase and assured me my new frames were on the way.
I ordered frames without the lenses and they were exactly as I expected and at a price unable to be matched by any local stores/optometrist.
I would highly recommend Smart Buy Glasses NZ and will definitely be a regular customer in the future.
I know that I have made a unique purchases as the glasses I got are not available in any stores in NZ
Outstanding service and awesome glasses!!!
The delivery time was exceptionally quick.
I would happily recommend SmartBuyGlasses New Zealand, the service exceeded my expectations. Regarding delivery, very quick - arrived within 5 business days of ordering, and that's coming from overseas. The slowest part of delivery was once in NZ (took them 2days!)
You should get your glasses's online from Smart Buy NZ. They have alot of different makes and models and are alot cheaper. Great service and if they have the sign 'fast shipping' they come within a week.
Couldn't wish for a better deal, and so much cheaper than off the shelf for the genuine article, and the full range of styles available. Sent so quick, Arrived within 5 days of ordering, and that's coming from o'seas.
The slowest part of post was once in NZ. Thanks
Be careful of FAKE reviews. Look further down, most people who logged in with Facebook (real accounts) left NEGATIVE reviews. All those 5 star reviews are mostly likely from random fake accounts.
I ordered a pair of glasses on 26th Jan, it clearly said on the website "IN STOCK". There is no updates from them after the initial email.15 days later I emailed SBG and got a reply saying the glasses are actually not in stock and I still need to wait for another two weeks for my order. In their email there is no sign of apology for their crap services. The "In stock" and "Fast Shipping" label on their website are apparently not true and misleading.
15 days later after my first complaint, they told me the frame would arrive within 3 days.
They LIED AGAIN!!
Now 24 days later, they told they do not have the frame in stock, they ask me to wait for another 15 DAYS! Shocking! They lied about frame in stock, they lied about fast delivery and they even lied in their email response to my complaint! There is no apology at all in all of their emails. This company is so DODGY!
I wouldn't complain at all if there was clear information about the real delivery time but they just keep lying!
I am really thrilled with my new prada sunglasses. I saved $265.00 buying through SmartBuyGlasses as local retailers were not willing to lower their prices. They arrived within two working days. Very very impressed and would use SmartBuyGlasses again without a second thought.
I was completely blown away on how quickly my order arrived in New Zealand..ordered on a Thursday - arrived the following Monday - all the way from Hong Kong - highlt recommened and this was my second order of glasses - well done!!
Excellent servce from SmartBuy and the sunglasses were delivered within three days.
Local couriers have difficulty delivering to apartment buildings, many of which do not have drop-boxes for deliveries. We would recommend providing SmartBuy with a contact number so the courier can text the client to arrange a delivery time. It makes sense to deliver to an apartment when the client is home.
when purchasing the glasses it said that they ship in 5-10 days. 4 weeks later they finally arrived. not at all worth paying almost 50% of the actual price of the glasses in shipping and insurance.
To the team at Smartbuy Glasses,
Just wanted to say a BIG thank you to the team for the quick and prompt service I have experienced
with buying online.
I WISHED ALL CUSTOMER SERVICE TEAMS WERE AS GOOD AS YOURS
I was well informed and kept up to date with the process of my order which I appreciated.
It gave me confidence with Smartbuy Glasses and its team.
Keep up the good work
It is the first time for me to purchase a pair of glasses on line and it proved to be a very happy experience. I placed the order on 23 Dec and received the item on New Year Eve--faster than I expected. The CK frame I choose for my husband is just like what it showed on line, and the lens wear very comfortable. According to my husband, it is the best glasses he has ever had. Thank Smartbuyglasses.
What a great and cheap way to purchase sunglasses thank you
So much !!
WARNING WARNING WARNING
Bought glasses on the 1st January, money taken out of my account, got a conformation email with order ID, checked order ID on DHL website and realized that SBG had sent me out the wrong purchase ID. I have contacted them several times now to inform them of this in the hope that they will email me out the correct order number so I can track my glasses, but still no reply. Still no idea if the glasses have been sent to someone else or not.
Getting the feeling that this company should be avoided when purchasing online.
If it is a busy time for SBG this time of year then customers should be informed of this before purchasing, but I see with other posts on this site that this happens throughout the entire year. This seems to be an ongoing thyme with SmartBuyGlasses company with many other customers.
I find it hard to believe in this day and age with all the easily accessible communication options available to company's that no one has even been in contact with me about my issue.
Thanks for giving me the worst first time purchasing experience I have ever had in over 12 year of buying items online.
Keep up the good work!!!!!!!!!!!!!!!!!!!!!!
Been contacted 5 times SBG since I posted my last message. apparently it's an isolated incident! any way here's what they have to say.
SmartBuyGlasses New Zealand has read your review and written a reply. Read it now.
Thank you for provided feedback.
First of all i would like to apologize for any inconveniences and hope for your understanding that this case is truly an exception, and seems that caused by system error.
SmartBuyGlasses is part of the SmartBuyGlasses Optical Group, one of the World’s leading online designer eyewear retailers with operations in Europe, USA and Asia. We have been in business since 2006 and since then have serviced over 100 countries with one of the largest ranges of designer eyewear in the world.
We have absolutely no intentions to keep customer's money without providing ordered goods.
I already forwarded your case to one of our supervisors, we are investigating what's going on and will get back to you ASAP via email providing all information.
Also, feel free to contact us at firstname.lastname@example.org
As you are currently aware of, our system has a serious problem with your order. As this is unprecedented, we are currently working with our IT staff to urgently solve this.
The order shipped to you now does not contain the model you ordered, thus I would like to ask you to refuse this upon delivery.
As we're currently still investigating, please wait a few more days and I'll immediately update you when the order issue has been solved.
If you do not wish to wait any longer, which I can fully understand, please let us know and we will immediately refund you.
I will keep you updated about your order status.
Thank you again for your support of SmartBuyGlasses.
Customer Support Team
I would still like my glasses delivered to me please but think it is only right that I receive a money back voucher or partial refund as a gesture of good will because of the way I have been treated by your company.
The internal courier service at this time of year was slow, my glasses arrived on the door step 4 days after I placed the order, and that was out of Hong Kong. I will never go to a shop for this type of purchase again.
I was very nervous to buy my new glasses on line. I was pleasantly surprised - glasses arrived, prescription is perfect, and I save $250 from the local shops price. Thanks again - will definitely recommend to others.
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