Smart Buy Glasses Reviews - www.smartbuyglasses.co.uk

★★★★☆
4.2 / 5
135
83% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

Summary

Summary
SmartBuyGlasses was founded to supply authentic designer frames and sunglasses to our valued customers. Our mission is to provide quality eyewear at unbeatable prices. Through our very strong supplier relationships and low cost setup, we are able to provide our customers with the best pricing in the UK when it comes to designer eyewear.

Service Goal
Our goal is to satisfy our customers and we take our clients' comments very seriously, as it helps us to improve our service on a daily basis. It is our policy not to leave any client unsatisfied. We would be glad to personally help you in any way. Please feel free to contact us at servicemanager@smartbuyglasses.com and We will help you personally to solve the issue to reach a positive outcome.

Contact Details

Customer Service Email: customerservice@smartbuyglasses.co.uk
Service Manager Email: servicemanager@smartbuyglasses.com
Toll Free Phone: 0-808 101 3485
Business Fax: 0207-900-3025
? Ask our helpful community of experts about this product or company
Smart Buy Glasses - www.smartbuyglasses.co.uk - Ask a question now

Refine your search

Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.

★☆☆☆☆

“Awful shop elsewhere”

Written on: 26/07/2015 by Tripp437 (1 review written)

Worst customer service I have ever experienced. Dispatch is from Hong Kong and glasses went from Hong Kong to Tokyo, Tokyo to Paris, Paris to London, London to Stoke on Trent then back to Hong Kong (as delivery was then too late) and then Bangkok (where I live). If you're wanting a quick delivery, I wouldn't bother. If you are prepared to wait, then go for it… Read Full Review

Service Manager Sbg's Comment

Written on: 27/07/2015

Dear Customer,

We are sorry to see that the delivery took longer than we expected, we use courier express service for our orders' delivery which usually takes around 2 working days, however, from time to time for several specific country, the courier company may use an economic freight for shipping.

Would you please email your order ID to our service manager so that we could look into your delivery issue and make sure we will avoid that issue in the near future?

Sincerely yours,
Jacob

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Total chaos”

Written on: 20/07/2015 by Alexus327 (1 review written)

These lenses took an age to deliver. They were coming from Italy! Nobody mentioned that and the sustomer response was rubbish. They were not the cheapest and the fiasco of shipping them from Italy meant that I spent time and money getting them forwarded to my travel destination. How long should it take to dleiver a box of lenses? Not 2 weeks! Totally clueless organisation and they will never get another penny of my money… Read Full Review

Service Manager Sbg's Comment

Written on: 20/07/2015

Dear Customer,

I regret to hear that the delivery time didn't meet your expectation, in order to serve our customers in the world, we have several logistics located in Italy, USA, Hong Kong and Australia. We use courier express service to ship every of our orders in order to offer a fast delivery, if any specific issue happened to your delivery, feel free to contact our service manager and we will resolve the issue in every way we can!

Yours,
Andrea

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Terrible customer service”

Written on: 28/06/2015 by Adonis54 (1 review written)

Took numerous attempts to get a response from company in order to get them to honor their 'Best Price Guarantee.' They do not answer emails or respond to callback request. Great until you need customer service and then you'll wish you purchased elsewhere… Read Full Review

Service Manager Sbg's Comment

Written on: 29/06/2015

Dear customer,

Taking the advantage of our global supply chain, we are offering a better service of "Best Price Guarantee". We currently don't have delays or issues for email response and phone service, probably our replies were filtered as spam, would you please send your order number to our service manager so that we could double check if we need to assist you further? Thanks!

Yours,
SmartBuyGlasses

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Terrible customer service ”

Written on: 27/06/2015 by ZavierAlvarez (1 review written)

Terrible customer service and most of the website stock is not up to date, don't order if you want them quick!… Read Full Review

Service Manager Sbg's Comment

Written on: 29/06/2015

Dear Customer,

I regret to hear that if we had delays for your order, would you please send your order number to our service manager so that we can assist you further?

Regards,
SmartBuyGlasses

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Terrible product and terrible service”

Written on: 25/06/2015 by Marisol407 (1 review written)

They've emailed me and asked for a review as they've had some negative ones...another error! The only good thing about this website is that you can get the same frame for less money than the high street. Other than that it's TERRIBLE. 1. When my prescription sunglasses arrived I couldn't see out of them, despite sending the right prescription. I took them to my optician who listed all the basic and vital things they'd done wrong. 2. I then tried to get a refund. WOW. it's WEEKS later and… Read Full Review

Service Manager Sbg's Comment

Written on: 26/06/2015

Dear Customer,

First of all, we appreciate your review regardless negative or positive, we need our customers' feedback as much as possible so that we learn from the cases in order to further improve our service.

I regret to hear that if there is error made on your lens, as advertised on our website, we offer 100% accuracy and refund policy on prescription lens.

Would you please email us your order ID to us so that our service manager will assist you to ensure your satisfaction with us?

Best Regards,
SmartBuyGlasses


Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Absolutely terrible service ”

Written on: 24/06/2015 by cmarcus (1 review written)

I ordered some Tom Ford sunglasses from the site. I received a stock email stating that due to high demand they were out of stock, and they would take up to 4 weeks to deliver. I then received another stock email stating that they had been discontinued, and were unavailable. Either the first sender was lying to me, or the second was. It seems they both were, as the sunglasses are a 5 year old model, and are still listed on the manufacturers website as available. I cancelled my order and… Read Full Review

Report this review
★☆☆☆☆

“Still waiting for people resolution and a phone call...”

Written on: 20/06/2015 by Forbes149 (1 review written)

I have had terrible service. I bought a pair of Roberyp Cavalli sunglasses on April 9th, got charged for them twice and they fell apart after three weeks. I have contacted Smartnuy 12 times by email and called their premium line Five times . every time I was in a holding queue and never spoke to anyone. I asked six times for a call back adm it never happened. the a fell off my glasses and Smartbuy don't want to resolve the problem , saying I haven't looked after them. I have given up trying to… Read Full Review

Service Manager Sbg's Comment

Written on: 22/06/2015

Dear Customer,

I do apologise for any inconvenience caused when you were trying to reach us, from time to time we receive a high demand for the phone service, we would suggest that if our customers can arrange calls in different time to avoid busy lines or alternatively use emails or live chat service.

Regarding the warranty issue, please be advised that it's only against manufacturer defects, would you please contact our service manager with your order ID so that we could assist you further?

Yours,
SmartBuyGlasses

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Beware of fake frames!!”

Written on: 18/06/2015 by Bowen83 (1 review written)

I ordered a spare pair of Lacoste frames, seemingly identical to the ones I already own. My glasses were shipped from Hong Kong (!) and when they arrived I found that they were a different size and quality of plastic to the frames I already own. They are clearly a fake. Also the case was a different shape and size. I have tried to contact SmartBuyGlasses but have had no luck in speaking to anyone on the telephone and my emails to their customer service are ignored. My next logical step is to… Read Full Review

Service Manager Sbg's Comment

Written on: 22/06/2015

Hi Customer,

Regarding your authenticity concern, we guarantee that they are 100% authentic, however, if customers are not happy with the product, we offer hassle free 100 - Day return for exchange/refund policy as advertised.

I am surprised to hear that you were not able to speak with our representative as our phone line has been working with no issue. We don't have any delays in replying our customers' emails either, would you mind also checking your spam folder, please kindly add our email address into your contact list to avoid that issue. If that service channel is not working for you, our live chat service can also be used.

Please be advised that we have several logistic facilities around the world located in Italy, Australia, Germany, the USA and Hong Kong. We will ship your item from one of these 5 locations depending on where the stock is located and speed of delivery.

Would you please contact our service manager with your order ID so that we can explain more details and assist you?

Yours,
SmartBuyGlasses

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“deception”

Written on: 16/05/2015 by greenmist (1 review written)

smartbuyglasses advertis glasses at a price they cant supply you with. Their site deceives you into thinking all glasses are stock items. They take your money , make you wait weeks then request you pick an alternative from their stock list.. Pure deception. All your email questions are answered robotically. The only plus is after months of fobbing you off with lies and keeping your money, is that, they do refund you.My advice is if you want sunglasses for a 2017 holiday buy somewhere else… Read Full Review

Service Manager Sbg's Response to greenmist's Review

Written on: 19/05/2015

Dear Valued Customer,

First we would like to inform you that our in-stock items are marked as fast shipping. For non in-stock items, the time till shipment is 5 - 11 working days. We apologize if your order was not fulfilled.

For our responses, we make sure that everything is professional. Kindly email our service manager and we will provide you updates about your refund.

Best Regards,

Smartbuyglasses

Reply to this comment

Greenmist's reply to Service Manager Sbg's Comment

Written on: 20/05/2015

why don't you mark in-stock items as in-stock items and not as fast shipping. Fast shipping deceives your customers into thinking you are providing an upgraded postal service. i have been waiting 56 days for glasses you have no intention of sending and are still advertising on your site. STOP deceiving your customers and insulting their intelligence.

Reply to this comment
Report this review Read 2 Comments
★☆☆☆☆

“Fake and Damaged Goods!”

Written on: 11/05/2015 by rockydaisy (1 review written)

Ordered RayBan sunglasses £100 - eventually arrived but very scratched and obviously fake (as I believe the good reviews on here are too!) Really annoyed with myself for falling for this, but I believed it was a UK company and only realised it was in China when I phoned to complain! This website should be closed down - STAY AWAY!… Read Full Review

Service Manager Sbg's Response to rockydaisy's Review

Written on: 16/05/2015

Dear Valued Customer,

We regret to hear that you are not satisfied with the item you ordered. I regret to hear this as the item you purchased is in fact authentic. All our brands are sourced from official distributors.

We also would like to inform you that our call center is located overseas just like any other call center business.

Kindly contact our service manager to arrange an exchange or a full refund.

Once again our sincerest apologies for the inconvenience caused.

Best Regards,

smartbuyglasses

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“A month later and still nothing”

Written on: 07/05/2015 by Saunders462 (1 review written)

I placed my order with SMARTBUYGLASSES over a month ago and I have yet to received my glasses, and if not then I do not want to imagine what the timeframe would be if the order is incorrect when it gets here. Very disappointed… Read Full Review

Service Manager Sbg's Comment

Written on: 16/05/2015

Dear Valued Customer,

We sincerely apologize for the delay on fulfilling your order. Kindly contact our service manager and we will try to resolve the issue.

Once again our sincerest apologies for the inconvenience caused.

Best Regards,

Smartbuyglasses

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Worst Company Ever”

Written on: 01/05/2015 by AshleighCoyne (1 review written)

It has been 7 weeks since my £300 order and I have received no glasses and no communication on delivery, shipping or customer service correspondence. I don't normally walk in to traps like this but it appears to be a Chinese company and about 7 years ago I got caught in a similar one. Don't let your eyes deceive you!… Read Full Review

Service Manager Sbg's Comment

Written on: 16/05/2015

Dear Valued Customer,

First we would like to sincerely apologize for the delay and inconvenience caused. We would like to inform you that we are not a Chinese company.

Kindly contact our service manager and rest assured that we will do everything we can to have your order be shipped.

Best regards,

Smartbuyglasses

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“STAY AWAY!!”

Written on: 30/04/2015 by Ashlynnq188 (1 review written)

I placed my order on April 7th and received a confirmation email stating that my order should ship in 5-9 business days and to 5-7 more if I got lenses, mind you the website says 3-5 to ship and 2-3 extra for lenses. On April 20th I received an email stating they didn't have my order and to please choose something else. I did and my order was confirmed. On April 27th I sent an email asking when my order would ship and received a response saying it would be 3-5 business days. It is now April… Read Full Review

Service Manager Sbg's Comment

Written on: 30/04/2015

Dear Customer,

Our sincerest apologies for any inconvenience caused. Please contact our Service manager who will assist you in resolving this matter.

Thank you for your cooperation!

Smartbuyglasses.

Reply to this comment

Tanand01's Comment

Written on: 04/05/2015

I certainly tried to contact your customer service department numerous times before I wrote this review, trying to give you every opportunity to correct my issue. I did finally receive an email that stated I would be getting a full refund and offered 5% of my next purchase. I found this to be insulting! Having a few hundred of my hard earned dollars tied up for a month with nothing to show for it but a headache and your way of apology was 5% off my next purchase! We couldn't even successfully complete the first purchase!

Reply to this comment
Report this review Read 2 Comments
★☆☆☆☆

“If you have a prescription don't bother ! ”

Written on: 01/04/2015 by 103Steele (1 review written)

I believe this to be a fair and honest review. I tried to resolve my issues before posting a review but no good :(. After putting my prescription into the system and selecting a sunglasses frame and polarised lens I was prompted by the system to pay an additional £90 for super thin and light lenses. Although this meant that the frame and lens worked out no cheaper than the high street I really liked the frame style so went with it. Delivery was fast - it was easy to use the website and I… Read Full Review

Service Manager Sbg's Comment

Written on: 02/04/2015

Dear Customer,

Our sincerest apologies for any inconvenience caused. Our Service manager will contact you soon who will assist you in resolving this matter.

Thank you for your cooperation!

Smartbuyglasses.

Reply to this comment

A1234H's Comment

Written on: 07/04/2015

103Steele - I am not sure why this review has come under this name as I wrote it.

By way of update Smartbuyglasses have now responded appropriately and apologised for their error and sorted out my sunglasses. I am now very happy with their response and explanation.

Reply to this comment
Report this review Read 2 Comments
★☆☆☆☆

“I am writing this to inform other people about this...”

Written on: 31/03/2015 by Dolly777 (1 review written)

I am writing this to inform other people about this terrible company which is a massive scheme and is based in Hong Kong they tell you your order is out of stock and will take 5-11 days 3 months later no glasses and no refund!! This company need closing down BEWARE… Read Full Review

Service Manager Sbg's Response to Dolly777's Review

Written on: 02/04/2015

Dear Customer,

Our sincerest apologies for any inconvenience caused. Please contact our Service manager who will assist you in resolving this matter.

Thank you for your cooperation!

Smartbuyglasses.

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“No response from Customer Services when you want to return”

Written on: 23/03/2015 by BaileySilva163 (1 review written)

When you want an exchange of refund they are not forth coming. Never respond to e-mails, you can never get through by telephone. They are not interested when they have your money… Read Full Review

Service Manager Sbg's Comment

Written on: 23/03/2015

Dear Customer,

Our sincerest apologies for any inconvenience caused. Please contact our Service manager who will assist you in resolving this matter.

Thank you for your cooperation!

Smartbuyglasses.

Reply to this comment

Dolly777's Comment

Written on: 31/03/2015

Contact your bank for a refund this company is a company based in Hong Kong the contact number has now been taken off the website when I called it, it was a lady who had lots of children running around clearly operating from her home!! You are lucky you received your goods I am still waiting for mine and no doubt will never get them.

Reply to this comment
Report this review Read 2 Comments
★☆☆☆☆

“No response when you mail them !!!!!! ”

Written on: 22/02/2015 by Galloway449 (1 review written)

not responded to the 3 mails I sent to them , after receiving my wrong glasses . I will never shop here again and will warn against doing business with this company. NO SERVICE at all !!!!!!… Read Full Review

Service Manager Sbg's Comment

Written on: 23/02/2015

Dear customer,

Please contact our Service manager who will assist you in resolving this matter.

Thank you for your cooperation!

Smartbuyglasses.

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Never Again”

Written on: 23/01/2015

Slow, asked if address could be changed, yes, got an email confirmation, tracking pages don't work on their website, tracking number they gave for courier was wrong, they never changed the address details. Contacts needed by my son today are sitting in a warehouse for the weekend 10 miles from the original address and 110 miles from where they are needed. Thankfully DHL seem to be more competent and will do their utmost to get the lenses to him on Monday unlike Smart Buy Glasses. … Read Full Review

Service Manager Sbg's Comment

Written on: 27/01/2015

Dear Customer,

We regret to see that your order was shipped to the wrong address and truly apologize for the inconvenience caused. We hope that your son has received the contact lenses now.

Please contact our Service Manager for assistance or for further questions or concerns you have.

Best Regards,

Smartbuyglasses

Reply to this comment

Igotsnakeeyes's Comment

Written on: 14/05/2015

Hi Smartbuyglasses,

Can you please share the name and contact information of the Service Manager. I have no received my order for US$153 either. It has been more than 10 business days (2 weeks) as your email last promised. The Status on my order says "Stock confirmed" but I have not seen that change or received any tracking number for my order either.

Please expedite my order and give me the name and contact of your Service Manager.

Thanks,

Reply to this comment
Report this review Read 2 Comments
★☆☆☆☆

“No returns policy!”

Written on: 20/01/2015 by DavonStephenson182 (1 review written)

I received a bad batch of contact lenses and emailed customer services about it. They asked for photos of the lenses, which I supplied. After a week of correspondence I think the purpose of their extended email conversation is to wait for me to get bored and give up. This I have now done. It is a shame because the manufacturer is unaware they have had a problem, Smart Buy Glasses have lost a customer and I have borne all the inconvenience… Read Full Review

Service Manager Sbg's Comment

Written on: 21/01/2015

Hi,

We regret to see that you experienced discomfort with the contact lenses and apologize for and inconvenience caused.

Please contact our Service Manager who will resolve this issue.

Best Regards,

Smartbuyglasses.

Reply to this comment
Report this review Read 1 Comment
★☆☆☆☆

“Bad product - delivery was ok. ”

Written on: 11/01/2015 by MacieAlexander (1 review written)

The lenses float around on my eyes. Visibility very poor. Useless. … Read Full Review

Service Manager Sbg's Comment

Written on: 12/01/2015

Dear MacieAlexander,

We regret to hear that you are experiencing discomfort with your contact lenses.

Kindly contact our Service manager to resolve your problem.

Best Regards,

Smartbuyglasses

Reply to this comment
Report this review Read 1 Comment
overview