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

★★★★☆
4.3 / 5
148
85% 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
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★☆☆☆☆

“Problems with delivery and wrong product”

Written on: 29/01/2016 by Claudia2015 (1 review written)

I bought on December 2 contact lens boxes monthly use CibaVision, delivery took too long, somewhere around 15 days, and still received the wrong lenses, for daily use. when I sent email complaining said it was my choice and that they had sent the lens that I asked, even though I showing my print request and the picture of what I received. I never buy anything on this site and do not recommend… Read Full Review

Service Manager Sbg's Response to Claudia2015's Review

Written on: 01/02/2016

Hi,

First, I do regret to hear the delays for the delivery and the issue of incorrect product delivered. I sincerely apologize for the inconvenience caused.

to resolve the issue, we are happy to arrange an exchange for you, would you please directly contact our Service Manager? We will make sure your issue would be resolved in a timely manner.

Sincerely,
John

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★☆☆☆☆

“Delivery took 2.5 weeks - missed Christmas”

Written on: 14/01/2016 by NathanaelQuinn (1 review written)

I ordered a pair of sunglasses for my son for Christmas on 11th December. They were delivered on 29th December, after Christmas, 18 days later, with no apology or explanation. I wrote to complain about this, and was told that 98% of goods are delivered on time. So I was in the 2% - too bad? Won't use them again… Read Full Review

Service Manager Sbg's Comment

Written on: 14/01/2016

Dear Customer,

I do regret to hear that the delivery came after Christmas.

I can completely understand your frustration when you could not offer the present in time. I hope that your son is still happy when you gave the late gift.

Should you need any further assistance, please feel free to contact our service manager.

Sincerely,
John

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★☆☆☆☆

“Prescription false. Incorrect/unprofessional service. ”

Written on: 11/01/2016 by Jjpcritch (1 review written)

Prescription doesn't work. Eyesight worse… Read Full Review

Service Manager Sbg's Response to Jjpcritch's Review

Written on: 12/01/2016

Dear Customer,

I regret to see the prescription lens issue you have experienced.

We guarantee 100% satisfaction on our prescription lens, would you please email your order ID to our service manager?

We will resolve the issue for you as soon as possible.

Sincerely,
John

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★☆☆☆☆

“Still no lenses!”

Written on: 03/12/2015 by 147Bradley (1 review written)

I ordered lenses 7 weeks ago and, despite numerous phone calls to SmartBuy and the delivery company, have still not received any lenses… Read Full Review

Service Manager Sbg's Comment

Written on: 03/12/2015

Hi,

I am very sorry to hear that you have yet received your order. Could you please contact our Service manager who will look into your case and make sure you receive your order as soon as possible.

Our sincerest apologies for the delay in your order.

Kind Regards,

Andrea
Smartbuyglasses

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★☆☆☆☆

“POOR DISMAL AWFUL”

Written on: 28/11/2015 by ryanhugh (1 review written)

Waited over a week before I had to contact and see what happened to my contacts which I need for work and driving. only to be told I had ordered but they haven't received my payment...but they had. after getting no help whatsoever I had to prove not once but twice I Had paid them. I took to twitter as I was getting no help. then some Customer service manager said it was a "bug" and they will be with me soon. I replied to see how long soon is going to be and this fabulous customer service… Read Full Review

Service Manager Sbg's Response to ryanhugh's Review

Written on: 01/12/2015

Hi,

Thank you for your feedback. Your order is currently being processed and will be shipped out shortly. I expect your order to be delivered within before Friday afternoon.

We sincerely apologize for the delay and inconvenience caused.

Best Regards,

Andrea

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★☆☆☆☆

“WHERE IS MY CONFIRMATION”

Written on: 25/11/2015 by McElroy391 (1 review written)

I recently ordered a pair of glasses from this website, I paid using my card details and as soon as I submitted my payment, I was directed to an Error page. I still have not received any confirmation for my order yet money has been debited from my bank account. I have tried calling the company and both numbers conveniently do not work. I have written several emails which remain unanswered and I have contacted my bank to get this matter resolved Disgusting, NEVER AGAIN … Read Full Review

Service Manager Sbg's Comment

Written on: 26/11/2015

Hi,

Thank you for sharing your experience with us. I am sorry to hear that you were unable to reach us. We are reachable 24/7.

Our Service manager will sort it out for you and make sure you do receive your order! Could you please email your order number to us.

Best,

Andrea
Smartbuyglasses

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★☆☆☆☆

“Very disappointed, with these Ray-Ban 6286 2758 which...”

Written on: 22/11/2015 by free4morpheus (1 review written)

Very disappointed, with these Ray-Ban 6286 2758 which have been received few weeks ago and now I've noticed that the paint flakes off the frame leaving the mill finish. I wowouldn't recommend smartbuyglasses to anyone. Will share my experience with various sources throughout media. Pictures could be sent out if these are required. … Read Full Review

Service Manager Sbg's Response to free4morpheus's Review

Written on: 26/11/2015

Hi,

I can guarantee that our products are 100% Authentic as they are supplied by Luxotttica.

Our team is happy to assist you in resolving your problem. Please do contact us and provide us photo's of your sunglasses.

Kind Regards,

Andrea
Smartbuyglasses

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Free4Morpheus's reply to Service Manager Sbg's Comment

Written on: 26/11/2015

Already sent out where is your customer service? Why haven't responded yet?

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★☆☆☆☆

“Incompetant ordering process”

Written on: 22/10/2015 by duncanelbooth (1 review written)

I ordered a 3-pack of right and another of left-eye monthly contacts. I received only the right lenses with an incorrect prescription which I returned. A week later I received only the left lenses (which were correct). I was advised that I would not receive the correct right lenses until Smart Buy Glasses had received the returned incorrect ones which seemed to take 2 weeks despite returning them the day they arrived and scanning and sending a copy of the postage receipt… Read Full Review

Service Manager Sbg's Response to duncanelbooth's Review

Written on: 27/10/2015

Hi,

I am sorry to hear you received incorrect contact lenses and apologize for any inconvenience caused due to this. We handle returns as soon as we can. I must admit that two weeks is rather long and not the usual processing time!

Please email me your order number so I can look into it. This will give us a great opportunity to improve our service.

We look forward hearing from you. Thanks!

Best Regards,

Andrea
Smartbuyglasses

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★☆☆☆☆

“bad service”

Written on: 17/10/2015 by Paris1962 (1 review written)

I ordered my glasses for my holyday they arrived 2 weeks after I had come back… Read Full Review

Service Manager Sbg's Comment

Written on: 20/10/2015

Dear Customer,

I am very sorry to hear about the delay in your order. We always try to ship orders as soon as possible.

Kindly send an email to our Service manager who will look into your case.

Best Regards,

Andrea
Smartbuyglasses

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★☆☆☆☆

“VERY POOR CUSTOMER SERVICE”

Written on: 30/09/2015 by swc220 (1 review written)

Incredibly slow in resolving a price match query prior to placing an order and this took in excess of fifteen calls and a significant amount of e mails to get the price match agreed. On placing of the order the communication was poor and contradicted other e mails received as to the products availability. Two pairs of identical frames were ordered in two different colours and on receipt were in fact two different sizes. The website has this information hidden behind an icon and is only visible… Read Full Review

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★☆☆☆☆

“poor”

Written on: 30/09/2015

Would not use again. They let me down when website states 5 working day dispatch would not use again… Read Full Review

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★☆☆☆☆

“Avoid at all costs!”

Written on: 25/08/2015 by RigobertoReynolds (1 review written)

I tried ordering a pair of Dolce & Gabbana glasses from this website several months ago. The website originally states a 2-5 day dispatch time. After 4 weeks with no glasses I received an email telling me the item was out of stock and would take 1-4 weeks to come back. 6 weeks later and no update so I contacted them and asked for an update and was asked to wait a few more weeks. 4 weeks later and still nothing so I asked for a refund. I emailed again a little while later to ask for a stock… Read Full Review

Service Manager Sbg's Comment

Written on: 27/08/2015

Dear customer,

We sincerely apologize for the delay in sending you the eyeglasses. Unfortunately the item you ordered was in the process of being restocked by the manufacturer. In such case, we estimate that it may take around 3 weeks before we can ship the order. Therefore alternative options are provided by us, to avoid longer waiting time.

We do our best to keep our website up to date and build strong supplier relationship as items may become out of stock from time to time due to limitation of stock levels.

I can understand your frustration and once again on behalf of Smartbuyglasses, I apologize for the inconvenience caused by this.

Should you need any further assistance, please don’t hesitate to contact our Service manager.

Kind Regards,

Andrea

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★☆☆☆☆

“I ordered pair of Oakley Frogskins, estiomated...”

Written on: 23/08/2015 by 131Peterson (1 review written)

I ordered pair of Oakley Frogskins, estiomated delivery 5-11 days. After 2 weeks I was informed that they are not sure but minimum additional 2 weeks is needed for my sunglasses to arrive at their distribution center. After I have informed them that i do not have that much time and that I am off for a mission and will not have delivery address for next 6 months they offered me shamefull 5% discount for another pair from their selectuion of FAST SHIPPING pairs. After I have checked those models… Read Full Review

Service Manager Sbg's Comment

Written on: 27/08/2015

Dear Customer,

Thank you for your time taken to share your experience. I am very sorry to hear about the delayed delivery. If the ordered item is not in stock then we will source it immediately from our overseas supplier.
In such case we give an estimation on how long it can take before we receive the new shipment.

Kindly contact our Service Manager with your order number, so he can look into your case and offer you a solution.

Our apologies for any inconvenience this have caused.

Best Regards,

Alison
Smartbuyglasses

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★☆☆☆☆

“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

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★☆☆☆☆

“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

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★☆☆☆☆

“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

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★☆☆☆☆

“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

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★☆☆☆☆

“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


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★☆☆☆☆

“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

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★☆☆☆☆

“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

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