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

★★★★☆
4.3 / 5
168
86% of users recommend this
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★☆☆☆☆

“Service very bad ”

Written on: 27/08/2016 by Arelyq481 (1 review written)

Ordered wrong size( ie 47) changed it within 1 hour (to 50) but was told it was too late. Have since received 47's and have been pestered ever since with emails saying 50's are on the way. Therefore I am discussed with "so called " service… Read Full Review

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★☆☆☆☆

“Items never received, slow refund”

Written on: 22/08/2016 by Octavio1956 (1 review written)

I requested for my order of contact lenses to be delivered to my work address but they never arrived. It took almost two months to get a refund! I was very disappointed with such a poor level of customer service… Read Full Review

Service Manager Sbg's Comment

Written on: 23/08/2016

Dear Customer,

I sincerely apologize for the inconvenience this caused you.

Rest assured our Service Manager is looking into this issue to find out exactly what happened.

If you could please send us an email.

Thank you

Have a great day.

Sincerely,
John
SmartBuyGlasses

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★☆☆☆☆

“Bad support”

Written on: 21/08/2016 by KristaStewart (1 review written)

The item that I ordered never showed up, in fact it got lost in transit, and after two weeks of telling them it was lost I requested a refund! The problem I have isn't the fact that the item was lost, I don't hold them responsible for that, but it's with the customer services, that kept telling me, it's fine, it will get there, we know what the issue is! It is the fact that I just felt fobbed off every time! As a result I had no faith in what I was being told, and no faith with in them to… Read Full Review

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★☆☆☆☆

“Disgusting service”

Written on: 20/08/2016 by Nicholson191 (1 review written)

Item has still not come in 2 months, clearly because they are glasses I need them and it should not take this amount of time for them to be delivered. The staff have been very helpful, however this does not account for amount of time it has taken… Read Full Review

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★☆☆☆☆

“Worst online shopping experience ever”

Written on: 18/08/2016 by Ayana232 (1 review written)

Awful customer after care service. Delay after delay, and never responded directly to my questions. I almost thought it was a autobot. The glasses were a decent price and delivery from HK was quick. Unfortunately, the lenses was wrong… Read Full Review

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★☆☆☆☆

“It pays to pay!!!!! ”

Written on: 30/07/2016 by Crawford170 (1 review written)

I ordered my contacts as I thought oh £5 cheaper well next time I will pay normal .... It took over 4 wks for them to arrive when my normal supplier took 4 days. I called and emailed only to be told pack of lies each time even couldn't get their story straight when I Calle twice in same day hence won't be using this company again. It pays to pay they say and in this case it was correct… Read Full Review

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★☆☆☆☆

“Worst”

Written on: 27/07/2016 by Lower (1 review written)

Order glasses wrong ones arrived the returns label never worked because they had not payed there bill sent by Royal Mail at my cost still no glasses they email me every week to say there on way 4 weeks still no glasses… Read Full Review

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★☆☆☆☆

“Slow delivery”

Written on: 21/07/2016

When I first used this company my order was delivered within 3 days so judging by that I left it quite late before re ordering thinking I'd get the same service,wrong . This last time it took 8 & by then had run out of lenses so went to a competitor who's order I received before smart buys. Plus I tried to do live chat but apparently they were too busy so tried emailing & still waiting for a response 3 weeks in. So no definitely wouldn't recommend… Read Full Review

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★☆☆☆☆

“Dont Use - very slow”

Written on: 08/07/2016 by Collinszw397 (1 review written)

orders a pair of glasses, they arrived and they are good. However, it took over 3 weeks for them to arrive. They advised a quick turnaround on glasses. I found out form there French courier that the glasses were stuck in french customs. Use someone else if you want your glasses to arrive before your holiday… Read Full Review

Service Manager Sbg's Comment

Written on: 08/07/2016

Dear Customer,

Thank you for your feedback and I sincerely apologize for the inconvenience this caused. Although it does not happen often, there are times when an item is inspected by customs upon arriving in the country.

Have a great day.

Sincerely,
John

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★☆☆☆☆

“UN SMART BUY”

Written on: 08/07/2016

For two months i have been waiting for my sunglasses never again will i deal with you its a pair of ray ban sunglasses not the crown jules very bad service indeed… Read Full Review

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★☆☆☆☆

“Ordered 2 weeks ago and still waiting!”

Written on: 29/06/2016 by 363Dalton (1 review written)

Ordered 2 pairs of Swarovski glasses. One arrived yesterday, after 10 days, the other is still in transit. Be aware that many of their frames get despatched from China. I've spent ages chasing them up, FB, emails and online chat. Urgh, it's just frustrating. If I knew, I would have paid a bit more and ordered from glasses direct, who I have used before. I'm waiting (again) for them to get back to me. When you log on to track your parcel, my glasses have been in France for 2 days now and no… Read Full Review

Service Manager Sbg's Comment

Written on: 30/06/2016

Dear Customer,

I do sincerely apologize for any delivery delays that happened to your order.

We have a few logistics centers located in Italy, USA, Hong Kong and Australia, the shipping origin depends on its stock location.

I hope that with the effort of our logistics pushing, the courier company will delivery your next parcel anytime soon. When you receive the second product, please feel free to contact us again if you need a return service.

Regards,

John
SmartBuyGlasses

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★☆☆☆☆

“TERRIBLE”

Written on: 16/06/2016 by Norwoodqq300 (1 review written)

If you need a pair of glasses promptly, DO NOT BOTHER. So I needed a pair of spectacles urgently having lost my old pair. Specifically chose a pair that was slightly more expensive but with the 'same day dispatch' marker on it. 2 weeks later I have had to chase up my order on numerous occassions, and have been advised on several occassions re this excuse and that excuse. Needless to say when you select the 'same day dispatch' offer, you expect it within a few days.   Never have I… Read Full Review

Service Manager Sbg's Comment

Written on: 17/06/2016

Dear Customer,

I do regret to hear that it took longer for us to ship your fast shipping item and I am very sorry to learn that we didn't serve you well.

Please, rest assured that we will look into this issue and ensure an improvement will be made as soon as possible.

Please accept my sincere apologies for any inconvenience that had caused you.

Regards,

John
SmartBuyGlasses

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★☆☆☆☆

“Do not trust this company”

Written on: 31/05/2016 by morander (1 review written)

I got what I paid for, delivered on time. So far, so good. But in addition I also got an endless flow of spam offering me new products in the same category. And, as if that wasn't enough, I was also subjected to credit card fraud. All in all, a high price for at 20 - 30 % discount… Read Full Review

Service Manager Sbg's Response to morander's Review

Written on: 02/06/2016

Dear Customer,

I regret to hear that you are not happy with our services.

To assist you better, would you please send an email to our customer service team to remove your address from the mailing list?

Regarding the transaction issue, please be advised that we take every transaction carefully, whenever if we receive any potential risk messages from the payment gateway, we would verify the payment to make sure the payment environment is safe for both of us.

However, I do sincerely apologize for any inconvenience that has caused you. I hope that we would serve you again in the near future.

Regards,

John
SmartBuyGlasses

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★☆☆☆☆

“Really bad quality”

Written on: 27/05/2016 by Janetm18 (1 review written)

I bought some prescription rimless Tag Heuer glasses. The glasses had not been finished properly, the screw ends had not been trimmed or capped with what comes from Tag Heuer. The lenses were of extremely poor quality, so much so I had to spend a chunk more money in the UK to have decent lenses put in them. So rather than being cheap for the same quality, what I ended up having was a pair of poorly put together glasses with poor lenses that I ended up spending more on. Next time I shall pay the… Read Full Review

Service Manager Sbg's Comment

Written on: 30/05/2016

Dear Customer,

I do sincerely regret to hear that the glasses don't meet your expectation.

Please don't worry, as advertised, we offer 100 Day return policy, to assist you better, please feel free to contact our customer service in order to have them returned or replaced. We will resolve the issue to your 100% satisfaction.

Regards,

John
SmartBuyGlasses

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★☆☆☆☆

“Absolutely worst customer service!!! Sent me faulty...”

Written on: 03/05/2016 by customer111222 (1 review written)

Absolutely worst customer service!!! Sent me faulty contact lenses and refuse to refund or replace… Read Full Review

Service Manager Sbg's Response to customer111222's Review

Written on: 04/05/2016

Dear Customer,

I do regret to hear the issues on your contact lens.

I apologize for the inconvenience that had caused you. Customer's satisfaction is our top priority, we’d like to look into this issue and resolve it to your satisfaction, would you please email your order ID to our customer service and address service manager Jack?

Best Regards,

John
SmartBuyGlasses

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★☆☆☆☆

“AVOID!!!!!!!!!”

Written on: 28/04/2016 by 280Lucas (1 review written)

They have a fake phone number on the website that does not exist. They don't answer customer service emails. I update the delivery address on my account, when I place the order it shows the new, correct delivery address and they deliver to an old, incorrect delivery address. So I have paid for delivery but I'll have to pay for transport, spend 2 hours to go back to my workplace and get my packet. When I place the order the basket says I have some points I can use to have a small discount on my… Read Full Review

Service Manager Sbg's Comment

Written on: 02/05/2016

Hi,

I do regret to hear the issues regarding your order.

Please be advised that our phone service is available Mon-Fri, from 9AM - 6PM CET, I will ask the team to check the call record to understand when we had the missed calls and we will rectify this issue internally.

Regarding the shipping address change, I am afraid that there is misunderstanding. Updating the saved address in the membership account doesn't update the address for the existing orders. However, I do apologize for the lack of communication and confusions regarding this.

For the rewards that you were not able to use, would you please send an email to our customer service team so that we will help you to apply that manually?

Once again, my personal apologies for all the inconvenience that had caused you, I do hope that we would serve you much better next time.

Regards,

John
SmartBuyGlasses

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★☆☆☆☆

“Faulty glasses appear to be seconds.”

Written on: 11/04/2016 by OrionBond (1 review written)

I was very disappointed. I was concerned that the glasses would be copies but the website assures that they are genuine. The glasses took a long time to arrive and the arms are very uneven. My optician says they cannot straighten them without risking damaging the hinges. I am forced to return them and hope I will receive a speedy refund as I will now have to ask my optician to order the same frames for me… Read Full Review

Service Manager Sbg's Comment

Written on: 12/04/2016

Dear Customer,

I do sincerely apologize for any inconvenience and disappointment that the frame issue had caused you.

I genuinely hope that you would use our services again and we will make sure to serve you well next time.

Best Regards,
John
SmartBuyGlasses

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★☆☆☆☆

“Deceptive”

Written on: 31/03/2016 by 161Monroe (1 review written)

Ordered prescription glasses that were in stock according to the website. I paid for them when ordered and 10 days later I recieved an email saying they were discontinued. It's been a couple of days and I have not yet been credited for these. I am opening a dispute in PayPal. Please don't waste your valuable time and money on a company that cannot be honest. I understand an out of stock may happen sometimes but to wait 10 days to inform you and then not immediately refund your… Read Full Review

Service Manager Sbg's Comment

Written on: 31/03/2016

Dear Customer,

Thanks for your review.

My sincerest apologies for the stock issue regarding your order.

On rare occasions, manufacturer discontinues a product before we are able to remove it from our website. I apologize for the delay and confusion this may have caused you.

Would you please use our contact details under the tab of "Overview" to forward your order ID to our service manager, we will make sure you will receive the full refund without any issue.

Sincerely,
John
SmartBuyGlasses

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★☆☆☆☆

“Disastrous frustrating purchase and poor customer service ”

Written on: 18/03/2016 by Kath9876 (1 review written)

My glasses arrived a few weeks ago and the focal point on the lenses is completely wrong (too high) making the glasses impossible to use. I was never asked to give vertical measurements when i ordered, which my optician has now said would be absolutely necessary for progressive lenses to be accurate. I have been trying to arrange replacements with customer service but they have stopped responding to my emails. Have wasted a lot of money. It's very upsetting. Wouldn't recommend… Read Full Review

Service Manager Sbg's Response to Kath9876's Review

Written on: 21/03/2016

Dear Customer,

I do regret to hear the prescription lens issue regarding your purchase.

Please don't worry, as advertised, we offer 100% satisfaction guarantee for our lens, we are happy to replace them without any charge for you or have the lens cost refunded.

Would you please directly send your order number to our service manager so that we will resolve the issue for you as soon as possible?

Regards,
John

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Kath9876's reply to Service Manager Sbg's Comment

Written on: 21/03/2016

I had been in touch with Marjorie about all this a few weeks ago, but she has now stopped responding to emails so I have not been able to resolve things through your customer service team, and in the meantime, have no glasses to use. Can someone call me to talk through?

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Service Manager Sbg's reply to Kath9876's Comment

Written on: 23/03/2016

Dear Customer,

Thanks for your reply.

I do apologize for any inconvenience that had caused you.

In order for us to be able to contact you, would you please send your order ID to our service manager?

Regards,
John

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Kath9876's reply to Service Manager Sbg's Comment

Written on: 23/03/2016

I eventually managed to call someone else who dealt with my complaint, but still don't feel it's been a satisfactory resolution (company policy overriding common sense and any sense of empathy) given the extremely poor customer service I received, not to the mention all the extra costs I've now got trying to get another optician to sort the glasses out over in the UK so that I can actually wear them. Very disappointing.

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Service Manager Sbg's reply to Kath9876's Comment

Written on: 25/03/2016

Dear Customer,

Thanks for your feedback.

I do regret to hear that you didn't receive a satisfactory solution. I am more than happy to review the services provided so that we will be able to improve our service level accordingly.

Since the order information is sensitive for publication, it would be much appreciated if you could send your order ID to our customer service and ask that email to be forwarded to Service Manager Jack.

Best Regards,
John
SmartBuyGlasses

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Kath9876's reply to Service Manager Sbg's Comment

Written on: 06/04/2016

So I have been in touch with him about my frustrating experience, and still not a satisfactory outcome. I would warn anyone from purchasing glasses online from this company as they don't ask for the detailed measurements required to ensure that the glasses lenses are accurate, and then to try to fix the problem is very complicated once you've had your glasses delivered (inaccurately), and it is very stressful then not having the correct glasses for over a month whilst dealing with customer service, who have been less than sympathetic.

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★☆☆☆☆

“Delivery, very poor”

Written on: 04/03/2016 by Nothapy5436789 (1 review written)

I ordered a pair of Carrara sunglasses, the website stated this product was available for quick delivery. The sunglasses took 9 days to arrive, they had come from Hong Kong, the box was damaged however the product was fine. Why state quick delivery when they are not in stock. Poor… Read Full Review

Service Manager Sbg's Response to Nothapy5436789's Review

Written on: 07/03/2016

Dear Customer,

Thanks for your feedback.

I regret to hear that the delivery took longer than we expected and the box was damaged.

I have forwarded your feedback to our logistics team so that we will communicate with the courier company to handle our delivery better.

I hope you will enjoy your new glasses.

Best Regards,
John

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