SmartBuyGlasses UK Beoordelingen

Great Price, Great Customer Service

Best price on prescription sunglasses and excellent customer service. I would recommend Smart Glasses to anyone!

Good

Ordered a pair of glasses that were shipped out on a Sunday, which most businesses don't do. I got them on Tuesday, way under the projected delivery. No tax (or it's already included or something) and free shipping. However they ran out of their cleaning kit. Great shopping experience!

Best Online website out there

Smart Buy is the best website out there! I have been buying from them two years till now and they are amazing. I have been trying to find other websites like them, but really it is one of a kind!

Great glasses and excellent service

Excellent choice and good prices make for a very successful shopping experience
Thanks!

Very poor service!!! Go somewhere else!

I ordered 2 pairs of prescription sunglasses on 10th May and I have yet to receive either pair with me in the UK. I have written emails back and forth and never have I received a response within 24 hours, usually not even 48 hours, sometimes no response at all. Recently they sent an email to say one of my glasses had been delivered but it took so long to be delivered that by the time it got to the shipping address we had already come back from our holiday. So now the hotel we stayed in has to ship them onto us - again unacceptable. I then asked how long until the other pair are shipped as they've been in lens processing stage for about 10 days and I've had no response. If you are thinking about ordering from smartbuy, don't do it. I ordered some eye glasses from another online company and got perfect customer service and our glasses delivered in a very short timeframe. The time that its taken smartbuy to send out my glasses and also respond to any emails is unacceptable. It's also unacceptable to not have a phone number to call. I would like to know when I'm going to get my second pair of glasses sent out as I've waited now over a month! Truly poor service and I would never order from your company again.

POOR SERVICE - WHERE ARE MY GLASSES?

I ordered 2 pairs of prescription glasses on 28th May and waited for delivery.

Way over 11 days later, I checked the Order Tracking system on 14th June and my status was 'Waiting to Be Verified' which indicates that my order has been accepted, but there is a process I need to follow in an email to ensure this is not a fraudulent payment. Ok, I can understand that....I work for a Bank...but they SENT ME NO EMAIL.

So I complained via email...once, twice. No response. Then I thought I'd just check my bank account...and THEY HAVE DEBITED THE FULL AMOUNT WAY BACK IN MAY!!!

Sent one more email today and demanded an explanation or I'll call my Bank and ask them to treat this as an Online Sales FRAUD.

Very poor service. I hope this doesn't go to court....just such a waste of my time.

Brilliant!

I ordered these sunglasses online, best price I could find and amazingly, they arrived 2 days later. Great service, will definitely buy again.

Deze beoordeling is 5 dagen geleden door het bedrijf om de volgende reden gerapporteerd: is in overtreding met andere richtlijnen van Trustpilot.

De Trustpilot Klantenservice is bezig met het verifiëren van deze beoordeling.

Wanneer het onderzoek klaar is, wordt de beoordeling verwijderd of teruggeplaatst op Trustpilot.

Kijk hier voor onze richtlijnen

Great: quick delivery & reliable

ordered these sunglasses online, best price I could find and amazingly, they arrived two days later. Great service, will definitely buy again.

Great Service!

Ray-Ban delivered in 4 days! Well packed. Nice customer service. I am very pleased.

Appalling - probably the worst online company that I have ever dealt with

Truly appalling service - probably quite honestly the worst on-line company that I have ever dealt with.
Really wish that I had read the poor reviews here before I placed my order.
First of all - don't deal with an on-line company that does not have a manned telephone help line - these guys have, by their own admission, removed their number from the web site.
And with Smartbuyglasses - you really need that telephone help - because they do not keep to their delivery promises and neither do they keep to their "reply to your emails in 24 hours" promises either.
Ordered some Paul Smith frames from them .. waited 11 working days as stated on their site but no frames (and no change in my order status on their web site). Emailed and emailed and emailed .. got responses to about 1 in 3 and only after a wait of around 2 or 3 days.
Every response appeared to be an auto generated response explaining that they were busy, my ordered frames were popular/in short supply etc .. .wait a bit longer please. Waited longer, emailed more and eventually got another stock response - here's 5% off but please wait longer and longer. 5% off is useless if I don't get my frames (which I had already paid for anyway .. and so the 5% off was pointless).
Eventually I've asked for my money back - and after another wait was assured that it will be processed within 24 hours .. it's now 36 hours or more and no refund to my PayPal account and no email (as promised on their website) to confirm that the refund has been actioned. Giving them another 24 hours and then will raise a PayPal complaint.
Seriously - the worst on-line company that I have ever had to deal with - stay away - pay just a few more quid and use a professional on-line company (in my experience, such as Pretavoir).
Just stay away - you know it makes sense!!

6 dagen

Antwoord van SmartBuyGlasses UK

Dear Dave,

Thanks for your feedback.

I'm very sorry to hear that you did not receive your order. Please, note, more than 95% of all orders we ship within advertised time 5-12 working days. However, from time to time some delays may happen due to the brand's popularity/exclusivity or limited production line. In this cases, once we receive notification that the glasses are not available, customer service team sets up follow up to provide several options on how to resolve the issue (order may be changed/cancelled at any time). We will get back to you via email providing recent information and status updates.

Regarding our response time,I am sorry to hear that you did not receive reply to your email within advertised 24 hours. Our customer service team works very hard to handle all inquiries within this time, however, due to the summer season coming up and increase of email volumes, response time may be a bit longer. We are already aware of the situation and working on improvement to provide better and faster service, including the phone (as you have mentioned).

As your request, we have cancelled your order, note that it may take 1-3 working days to be processed by paypal. I have transferred this case to one of our supervisors, who will follow up your case within today and providing refund proof.

We are truly sorry about the issues on your order, note that is not a commom situation. We are an international company, we have service more than 100 countries all over the world. We admit that we are not perfect, however, always working on improvements.

Feel free to contact us at anytime at servicemanager@smartbuyglasses.co.uk

Thanks for your time and patience.

Best Regards,
SmartBuyGlasses

Ridiculous

I ordered two pairs of sunglasses, both advertising 'Same Day Dispatch'. Two weeks have gone by and I've only received one. They have no contact number, which is extremely irritating, and to make it worse they do not respond to all emails.

After numerous emails I was able to get an authorisation number and return the pair of glasses that I did receive. Following the tracking, a delivery was attempted back to them, but they didn't sign for it, its status is currently 'unsuccessful'! I can't actually believe the poor customer service.

I have contacted them this morning requesting the return to be processed within 24 hours. If nothing is done I will take up the matter further externally.

6 dagen

Antwoord van SmartBuyGlasses UK

Dear Customer,

Thanks for your feedback.

I am sorry to hear that you have only recevied one glasses. Unfortunately only one was in stock, that one was shipped immediately to you, the second pair has been ordered from our suppliers, it may take 5-11 working days to dispatch.

Regarding the returning issue, this is very unusual situation, I will make sure that the responsible department will get this feedback and try to avoid such issue in the future.

Due to increase of Email volumes, our customer service team is concentrated on handling Email inquiries at the moment, so we had to remove hotline number at the moment.

I have transferred your case to one of our supervisors who will be following up your case as soon as possible.

Let us know if further assistance is needed at servicemanager@smartbuyglasses.co.uk

Thanks for your time and patience.

Best Regards,
SmartBuyGlasses

They write cheque that their system cant cash.

In short: An unquestionably disappointing online store, with poor management, inefficient team and misleading advertising.

I placed my order more than 2 weeks ago and should have received my glasses by now (as they have stated it takes 5-11 days). I emailed them on so many occasions, expressing the urgency because I’m leaving the country, yet I did not get any email from their customer service nor the management team (as they have stated it takes maximum 48 hours to reply). It is absolutely frustrating when dealing with this store as they don’t have a contact number on the website nor they are efficient in replying to emails whatsoever. I don’t even know whether this company exists or not.

They give you their words but they fail to deliver their promise. There is nothing wrong with the whole purchasing process taking more than 11 days, but they should not advertise themselves as capable of delivering the goods to the customer’s door within 11 days when they clearly cant. Saying its peak season or what ever reason is not a good enough reason because they should have taken that into account. Consider I ordered 5 pair of glasses last year from 5 different websites, this is absolutely by far the worst experience I’ve had so far.

Since they are not replying to any of my email, I am giving them this review to give them 3 days to reply and update me on my purchase / giving me proper arrangement. If not, I will consider further actions.

6 dagen

Antwoord van SmartBuyGlasses UK

Dear Clinton,

Thanks for your feedback and inquiry.

I am sorry to hear that you have not received your item yet. Note that we advertise 5-11 working days to be dispatching the item, plus, 2-3 working days when prescription lenses are needed, in your case, prescription lenses were ordered.

At the moment we are processing your lenses, the item should be dispatched soon. Sorry to hear that our customer service team has not replied you within 48 hours, I will make sure that one of our supervisors will be contacting you as soon as possible with the latest status of your order.

Feel free to contact us at anytime at servicemanager@smartbuyglasses.co.uk

Thanks for your time and patience.

Best Regards,
SBG

Stay Away!!!

After having made the order successfully on the website and money being deducted from my account. They required ID verification which is very unusual for a website company (I know as I run an online business myself). Online transactions are more secure than buying in shops believe it or not and you would only require ID verification if you do not have proper payment security processes in place. This should be the only reason you need not to purchase from this website but let me give you more.

Having placed my orders for 4 pairs on the 20th May 2013, I was contacted on the 29th May for ID verification and today being 11th June 2013 - I have only received one pair to date. Way beyond their 5-11 days estimated delivery time. (They will probably come back with something like this is a peak period for orders etc. My online company states 3-5 days delivery and usually have 83% or our orders delivered in 2 days).

If this is not enough of a reason for you to stay away then the next one should help. Once the sunglasses had been received, the delivery note says they are sent from Hong Kong. Very suspicious but does not prove anything. So I looked closely for more detail - the delivery note states that these sunglasses are manufactured in Italy. That's a good sign as all Ray Bans are manufactured in Italy and no where else (by a company called <external link removed>). However, the label on the sunglasses says these are manufactured in China by <external link removed>. Clearly a huge discrepancy!! One that I think the company itself is not aware of as the sunglasses are being sent directly by the manufacturers. For me this is enough evidence to prove they are fakes. Having read some of the previous reviews briefly, one mentions that they were not able to get an authenticity certificate for their sunglasses - something a manufacturer of non genuine sunglasses cannot provide. which adds to all the reasons not to purchase from this website company.

My concern is that now this company has my credit card details and a copy of my ID. They could easily commit identity fraud. I am giving them 7 days to process a full refund and provide evidence of this refund or I shall be contacting my credit card company to report this as fraud.

Happy customer

Ordered designer frames which were much cheaper than other reputable dealers. Processing and delivery was not the best, to the extent when I received my glasses I had forgot I even ordered them. Overall though quite happy with service. Lenses are good quality. Had no requirement to use customer services so can't comment.

great returns policy

slow service but once the glasses were received they were too big advised via email was given a returns number returned glasses and a prompt refund was given.
excellent service.

Don't Bother

I ordered a pair of glasses, assuming that I would have quick delivery and good customer service. A week after placing my order, I finally got a request for ID verification, but that quashed any hope of getting glasses in the original 5-7 days. No ETA when I would actually get the glasses though, as it was apparently "peak season"

Therefore, I cancelled the order and went to a shop as I needed a new pair urgently. 3 weeks from placing my order and 2 weeks after cancelling, I am yet to get a refund. I have sent countless mails with no response. There is no number to call, correspondence is only via email. I will wait a couple more days, in hope of getting my money back, or I will ask my CC company to treat as fraud

maandag 10 juni 2013

Antwoord van SmartBuyGlasses UK

Dear Hital,

Thanks for your feedback.

I am sorry to hear you did not receive your item. Please, note that the processing time is 5-11 working days, from time to time delays may happen due the popularity/exlcusivity of some brands and models. When we receive the notification from our suppliers, our customer service team promptly contact customer to offer solution to the problem, including cancellation and refund the money.

Regarding the refund, I have passed your case to one of our supervisors, who will make sure that refund is processed and refund proof will be provided by email. Note that the transaction may take 2-4 working days to be processed by the bank.

My sincere apologies about the delay on yoru order and thanks for your time and patience.

If further assistance is needed, please, feel free to contact us at servicemanager@smartbuyglasses.co.uk

Best regards,
SmartBuyGlasses

Are they fake?

The company denies that the Prada sunglasses I bought are fake - but are unable to provide the certification of authenticity that Prada say they use. My wife feels I have given her cheap sunglasses (which they werent) and won't wear them

I'm not a happy customer

Excellent Sunglasses but oh so long waiting for them

Once my prescription sunglasses turned up you could see from the quality, condition and price that they were well worth waiting for

Affordable Lacoste Shades/Hot Deal/Free Shipping

I’m new to the world of eyewear. A recent trip to the optometrist embarked me on my journey. I refused to pay for an expensive pair of eyeglasses at my optometrist.
I stumbled upon Smartbuyglasses.com through a friend who has several prescription frames and sunshades. I went on the site looking for a nice durable pair of prescription glasses and possibly a pair of shades. I scrolled through the “hot deals” tab and found a crisp pair of Lacoste shades for the summer.
I was concern about the fitting of the glasses, but the site posted pretty good description of frame size and description that helped me with my decisions. I thought the deals were pretty good considering the brand. I also received a free lens care kit that was pretty cool and useful. Shipping was suitable considering it was free. I received my glasses within a week or so.
I’ll defiantly buy another pair. Maybe some Ray Bans next time to switch up my style. I’m satisfied. Thanks.

Third Time Lucky

I had previously placed two orders with them but ended up cancelling because of stock delays. This only became apparent after a wait of about 7 days on each occasion and after I contacted them explicitly. That wasn't so good.

Anyhow, bizarrely, I gave them one last chance. Ordered Express Delivery (in stock) sunglasses with pretty strong prescription (RX) lenses which normally cause fitting difficulties. I chose the 'recommended lenses rather than the slightly better and more expensive Essilor lenses which were an option.

Order processed quickly, about 4 days for RX lenses crafting and fitting. Dispatched after about 6 days total from Hong Kong which surprised me. Arrived via FedEx International Express within 48 hours after that.

Actually pretty happy. They are good quality Ray Bay frames, look really good and the RX lenses have been well crafted, tinted to match the Ray Ban non-RX lenses, and fitted. In hindsight I would have been better off choosing the Essilor lenses but even compared to my normal day glasses these are not too bad. They look great and came in at less than 50% of what my local optician was going to charge.

I would have no hesitation, and indeed plan to, get my next regular RX glasses from them. The only issue is their stock which seems to give them bad press. They advertize a broad range but seem not to have everything, so find something you like from their In Stock range and I don;'t think you'll be disappointed.

Bad Service Not Up to date

Order it on monday expecting delivery latest by today. However, payment does not verify after initially suggesting it was a success. Money have been deducted. Ask me to send address for proof, done it but haven't receive any reply even though stated would reply 24 hours. It has indeed been 48 hours. Giving something that is not promised!

maandag 10 juni 2013

Antwoord van SmartBuyGlasses UK

Dear Taufik,

Thanks for your feedback.

I am sorry to hear you did not receive our email within 24 hours as advertised. Due the high increase of inquiries lately we have faced some delays, however, we are aware of the situation and already working on improvements to resolve the issue as soon as possible.

Also, I have checked your order and it is already shipped, you may be receiving it very soon. I will make sure that our customer service team will be providing latest status via email.

In advance, I hope you like your new sunnnies and see you again shopping with us.

Thanks for your time and patience.

Best Regards,
SBG

Good quality, quick delivery and at very reasonable prices!

Ended up buying a pair of Ray Ban optical glasses and was even able to get thinner lenses due to the reasonably priced frames! Would recommend to a friend and would buy again!

Great price, delivered within stated timeframe.

I bought through SmartBuyGlasses as they had the Persol PO3020s I was looking for in my size at the best price, I was slightly unnerved by the 5-10 working day despatch but ploughed on regardless as the price was almost half the £190 retail price.

After I ordered I checked out some of the reviews and got that sinking feeling with lots of chat of fake products being received, late deliveries, etc. The despatch estimate was given when I ordered was 5-10 working days so I decided to sit it out. I got a couple of weird 'stock confirmed' emails which had my spidey-sense twitching, if you've got the stock, send it already! I waited a few days and got an email that the product had been sent from the manufacturer to SBG and would be despatching soon, the day after I got a despatch notification with a TNT tracking code. I was able to track the pick up from Turin, Italy (where Persol has their factory which was reassuring!) and in a couple of days I have now just received my sunglasses. They are beautiful, with all of the correct packaging and labels, the frames are a good weight and bear all the correct markings - perfect!

The moral of this long and rather boring story is that SBG do legit sunglasses at very good prices and, as long as you pay attention to the shipping times, you'll be a happy customer. I'll definitely use them in future, because I like nice things but am incredibly tight.

Good experience, all fine

I guess people only really review things if they get exceptionally good or exceptionally poor service which makes for the really up and down review reading on this site.
My experience was fine and normally I wouldn't leave a review because there's not much to say. Glasses were a good price, arrived quickly, are real and I had no issues getting them lensed at Vision Express (wasn't sure of my prescription in order to get them lensed via Smart Buy).
I'd buy another pair from Smart Buy again, this time with prescription lenses and have recommended the site to others who have complimented me on my glasses.
Happy I got a bargain without any issues.

A truly trustworthy website, with super fast delivery

I was looking for brand sunglasses but did not want to spend too much money on them... As opticians are so expensive I ended up looking on the internet.
A friend of mine recommended SmarBuyGlasses to me, as you could get excellent sunglasses without paying the full price for it... Amazing!

I tried Persol sunglasses I wanted at an optician's and then bought them on SmartBuyGlasses with a 40% off!
In addition, I could pay with PayPal, a brand I love, which made my checkout even more enjoyable!

Pathetic

Ordered a pair of glasses and payed with my fathers visa. They accused me of fraud, and didn't proceed with the order, until payment verification (even tho they received the payment). They said I will receive an email explaining the verification, which came 7 (seven) days later. After contacting them personally through the "send us a message" feature about this (where they apparently have a policy to reply a maximum of 1 time a day, sometimes 1 time / 48h), they asked for different documentation to verify my payment, which I sent them (bank statement, utility bill), and still they doubted my legitimacy (Why ask for such documents, if you are still not going to verify the payment?).
Anyway, its been 10 days since my order, and its status is still the same as 9 days ago: "wait to be verified". I am now going to cancel the order, and ask for a full refund. I would rather reorder the glasses at another site, where they have a chat based costumer service, my payment was accepted within a few hours, but unfortunately they were out of stock, and have to wait for reproduction.

maandag 10 juni 2013

Antwoord van SmartBuyGlasses UK

Dear Róbert,

Thanks for your feedback.

Note that, very high percentage of cases we pick up are high risk cases and we are extremely careful and take this very seriously (it can indeed happen when there are differences between the billing and the shipping addresses); that’s why we sometimes may ask for ID proof. This process is for the protection of customer's credit card details and the safety of online purchasing. For your information, you can always use PayPal if don't want to provide documentation or cancel the order and get full refund.

I am srry to hear that you did not receive our email immediatelly after the issue, I will make sure that our IT department will be looking into this and try to avoid further issues.

If further assistance is needed, please, feel free to contact us at servicemanager@smartbuyglasses.co.uk

Thanks for your time and patience.

Best Regards,
SBG

Dreadful service.

Really dreadful service. The company strung me along for a week before telling me that the stock was confirmed then later told me that they were out of stock. They are still advertising the same frames for sale and promoting "express delivery", not at all impressed. Now waiting to see how long it takes to get my money back.

maandag 3 juni 2013

Antwoord van SmartBuyGlasses UK

Dear Eric,

Thanks for your feedback.

I am sorry to hear that you have not received your glasses yet. Please, note that we advertise 5-11 working days to be dispatching the orders. Some delays may happen in time to time due the popularity of the brand/model. Our stock level is limited due the high volume of orders.

I have checked our website and the item does not show Fast Shipping any longer, I will make sure that this information will be passed on to our IT deparment and try to avoid such case in the future.

Based on the correspondence history, our customer service representatives have already informed you the latest status of your order. Let me know if further assistance is needed at servicemanager@smartbuyglasses.co.uk

Thanks for your time and patience.

Best Regards,
SBG

Very bad service

I ordered a pair of sunglasses on 6 may but I haven't receive it yet. They said that the item it will be deliver in 5 -10 working days. It has passed 17 working days and I haven't heard from them.

In addition, I can not contact them by phone.

Unreliable service!

donderdag 30 mei 2013

Antwoord van SmartBuyGlasses UK

Dear Carolina,

Thanks for your feedback.

I am sorry to heat that you have not received your glasses yet. I have checked your order and the item was shipped within 12 days, however due an incorrect address the courier company was unable to deliver it.

I'm very sorry to hear that you couldn't reach us and completely understand your disappointed feelings regarding this situation. Our customer service team is focused on email inquiries at the moment, that's why we temporarily removed Hotline number from the website.

One of our customer service supervisors will be following up your case to guarantee the delivery of your order.

If further assistance is needed, please contact us at servicemanager@smartbuyglasses.co.uk

Best Regards,
SmartBuyGlasses

Amazing service and prices!!

I ordered a pair of Ray Ban sunglasses from SmartBuyGlasses because they were 50 euroes cheaper than in the Danish stores. However, I didn't read the text that said that the glasses would be delivered within 3 weeks. When I discovered this I wrote to them to get my money back. They replied fast and polite and offered me the money back, but also sent me some ideas of what other glasses I might like instead, that they had in stock. I decided to wait for the ones I had originally ordered, and a couple of days later they arrived with a FedEx mail delivery! The glasses were perfect and I will definately use SmartBuyGlasses again next time I need (sun)glasses.

Never had a problem yet

Ok look, first off, yes this company is based in Hong Kong, but don't let that put you off, the delivery will not be instant, but that is the price you pay for a good price. I've ordered six pairs of glasses from these people so far without a hitch and from what I can see the items are genuine from the cheapest Polaroids to the most expensive oakleys. Lets face it most of the glasses in the world are manufactured in the same super plant in Italy using the same equipment just different quality parts for each line. Customer service has always been efficient and fast even for the most minor of queries. I know I sound like an advert for them, but genuinely I've only had good experiences. Packaging is good and despite being an import has always survived well. So far I have even I avoided import tax somehow! I am a sunglasses nut, and I will definitely continue to order from this firm. If you are nervous, just order a cheap pair of Polaroids to test the company out before buying something more expensive. Just don't expect them to arrive tomorrow, be prepared for about a fortnight and then you won't be disappointed.

Big mistake!!! where is my refund??

I ordered a pair of sunglasses of smartbuyglasses.co.uk and it was a big mistake. Firstly there is no phone number to contact them and they don't bother replying to their emails either.

I decided to cancel this order as it takes way too long to receive it but in vain. I emailed them every day and sometimes twice a day but of course no reply.....all i want to do is cancel this order before dispatching as i don't want the hassle of sending them back. I want a refund and never buy cheap sunglasses of dodgy websites.

I therefore do NOT recommend this website - smartbuyglasses.co.uk to anyone as it's a joke.

James Woollard vond deze beoordeling nuttig

vrijdag 24 mei 2013

Antwoord van SmartBuyGlasses UK

Dear Simona,

Thanks for your feedback.

Be advised that SmartBuyGlasses has been in business since 2006 and serviced more than 100 countries and we have no intention to keep your money without delivering the ordered goods.

I have checked your order and the correspondence history and, we have replied your inquiries within 24 hours, we are working on this to provide even faster service for our customers.

Regarding your order, as stated on our website, it takes 5-11 working days to be dispatched, as we need to order from our Italian suppliers.

As requested, we have cancelled your order, note it may take 2-4 working days for the transaction to be completed.

Feel free to contact us at servicemanager@smartbuyglasses.co.uk if refund proof is needed to check the transaction with the paypal.

Best Regards,

SmartBuyGlasses

Good price, good quality, but a bit slow delivery

I am satisfied overall as i bought a great ray ban for a great price. The glasses are fine, they seem to be authentic with good quality. Their delivery process is rather slow as it took them for two weeks to dispatch my glasses even though they were in stock. But i could follow the status of my order with tracking code and everthing.

Well recommended. Too good to be true - but it is!

My mother always says: "if something is too good to be true it probably is" so, with that advice ringing in my ear and with trepidation, I purchased some cheap Ray Ban glasses with a prescription.

They arrived swiftly, with the lens in and the original lenses included. No signs that the glasses are a fake and the lens quality was close to indistinguishable from original Ray Ban lenses.

I would recommend to anyone.

i could not fault smart buy glasses,i would recommend to a friend

i ordered my ray bans which were an excellent price. they were well packaged and arrived in mint condition. fantastic

slow !!!!

I ordered some glasses 29/05/13 and still no sign of them with no update on my status, just says in stock. I emailed them few times and eventually got a reply for them to say will be in the start of this week, but still no sign! and emailed again and no reply!. although someone seems to be replying to this message forum quicker!!. anyway.so that gone past the 11 working days. that they say!, this should be removed from the website if can’t be meet that, or they say they will update you if delayed , well i not had any notification its delayed. There is no phone number which is worrying !!!The glasses were suppose to be for a holiday soon but doubt they are going to come in time now,, I would advise anyone that wanted to buy from here and need them within a month or so not too as SLOW service... just hope if and when they do turn up they are the right ones!!

James Woollard vond deze beoordeling nuttig

dinsdag 21 mei 2013

Antwoord van SmartBuyGlasses UK

Dear James,

Thanks for your feedback.

I am sorry to hear that you did not receive your glasses within the timeframe stated on our website due the popularity of some brands.
As you have requested, we cancelled your order on 05-17. Note that it is very unusual situation, as we have no intention to keep your money without delivering the ordered goods. We are doing our best to provide good and fast service and constantly working on improvements.

We hope to see you again shopping with us, we would like to have a second chance to prove we can much better than that.

If you have any further questions or need Refund proof to check transaction with the bank, please, don’t hesitate to contact us at servicemanager@smartbuyglasses.co.uk

Thanks for your time and patience.
Best Regards,
SBG

Awful experience - fake glasses and no response to communication

I ordered a pair of DKNY prescription glasses from smartbuyglasses UK. I was initially told that the frames were not in stock but that the manufacturers would be sending a pair from their warehouse. you would assume that the DKNY factory would be in the US.. so when I received a confirmation to say the glasses had been shipped from Hong Kong, alarm bells started to ring,

I was disgusted to find that when the glasses arrived, they were FAKE. Absolutely and blatantly FAKE. Having seen the real glasses in a department store in London, and compared them to the ones I received, I am absolutely shocked to think that the company can be conning customers like this and think they can get away with it. There are blatant differences between the real pair and the pair I received. The ones I received were awful quality and not even a decent fake. Not to mention that the frame was way larger than the real one.

I have contacted the company twice and have not had a response within their so called 24 hour response time policy. I look forward to receiving an explanation and a refund in full.

Please do not trust this company. Con artists is all I can say.

Slow but got here in the end

still waiting for delivery 2 weeks gone by and yet according to the order tracking service they are in stock and have been since the day i purchased them ,also i have tried contacting customer services with the promise of response within 24 hours .........i contacted them 37 hours ago .might sound petty but when your promised a certain service " you would expect to recieve it would you not"............3weeks on I've got my glasses , also have to say after posting my review customer services did contact and reassure me my glasses would be here in the allocated time and they were! Will defo place another order to add to my collection.

dinsdag 21 mei 2013

Antwoord van SmartBuyGlasses UK

Dear Lee,

Thanks for your feedback.

According to the latest information in our system, you already received your order and I hope you liked your new pair of glasses. I am sorry to hear that you have waited more than 24 hours for our reply. Since the summer season is coming up, our business has been going for busy times, we do our best to reply our customer’s inquiries within 24 hours. I will also double check why you haven’t received automatic notifications from our system.
Also, note that we have shipped your glasses within advertised time frame on our website, 5-11 working days. We also hope to see you again shopping with us.
Thanks for your patience and time, if you need further assistance, do not hesitate to contact me at servicemanager@smartbuyglasses.co.uk

Best Regards,
SBG

Still awaiting a tracking update

After reading reviews on here it seems the only way to get a response is to be angry!

I'm still awaiting an update on my £255 order, for a pair of prescription glasses placed back on the 26th of April. Assuming the worst case scenario of 11 business days for the glasses plus an extra 3 business days for prescription lenses I should get them shipped no later than the 16th of May. I've received one update telling me that they were delayed from the distributor but nothing since that. Status still says "stock confirmed".

So SmartBuyGlasses, it's over to you to prove my gut feeling wrong and make me upgrade this rating form a poor experience "2 star" up to something better.

donderdag 16 mei 2013

Antwoord van SmartBuyGlasses UK

Dear Matt,

Thanks for your inquiry.

I am sorry to hear that your order is delayed due to the brand exclusivity. Despite that, it usually takes 5-11 working days to dispatch mostly of the orders. (Additional time needed for prescription lenses)

I am happy to inform you that the order is already on the way from our supplier to our distribution office.
And also, one of our supervisors will follow it up by email and provide the latest information.

Thanks for your time and patience and I hope you will like your new glasses.

Feel free to contact us at servicemanager@smartbuyglasses.co.uk if any further assistance is needed.

Best Regards,
SmartBuyGlasses

VERY POOR SERVICE!!! AFTER SALE THEY IGNORE YOU IF YOU WANT RETURN THEM!!!

Contact them last Wednesday to return my glasses require a RMA number. Automated emailed received then nothing. Emailed again still nothing. They say their Customer Support Team aims to respond to your query within 24 hours, Monday to Friday.
The website says
"We provide a high level of after sales service, which includes a guaranteed Return Policy."
Service received has been very poor and still no contact from anyone regarding the RMA number which is needed to make the return

donderdag 16 mei 2013

Antwoord van SmartBuyGlasses UK

Dear Robert,

Thanks for your feedback.

According to the latest information, the order was cancelled and successfully refunded to the same account you used to place the order.
Due to the summer season coming up we may increase our number of inquiries and emails. I have checked the correspondence history and the longest reply to your inquiries by our customer service representatives was around 48 hours.

We are constantly working on improvements of our business practice and doing our best to provide satisfactory service to our customers.

Thank you for your time and patience. Feel free to be back to us on servicemanager@smartbuyglases.co.uk

Best regards,
SmartBuyGlasses