• SmartBuyGlasses CA

SmartBuyGlasses CA

Overview

SmartBuyGlasses CA has a rating of 2.51 stars from 137 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about SmartBuyGlasses CA most frequently mention customer service, credit card, and several times problems. SmartBuyGlasses CA ranks 95th among Eyeglasses sites.

  • Service
    23
  • Value
    20
  • Shipping
    21
  • Returns
    13
  • Quality
    18
Positive reviews (last 12 months): 60%
Positive
3
Neutral
0
Negative
2
58
See all photos

What reviewers want you to know

Positive highlights

  • Jennifer in customer service was an absolute dream to work with!

Critical highlights

No critical highlights yet

How would you rate SmartBuyGlasses CA?
Top Positive Review

“Above and beyond”

Byron G.
11/21/23

They did everything they needed to do in order to contact me ( Text, email and call) to ensure they had my correct order and that the sizing was correct. They to the time to inform me every step that was being taken via email.

Top Critical Review

“Fraud”

S S.
2/1/22

Terrible experience. I ordered my contact lenses online correctly. I would receive and email that my order did not match the prescription. I was advised to re order. I took a picture of my order. I once again received an email that " my order did not match the prescription. They emailed me a " copy" of my order( I did not match my order at all- screenshot to prove it. My CC was charged again and again…. Do NOT order from this website…..

Reviews (137)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (45)
Thumbnail of user ip28
1 review
8 helpful votes
February 1st, 2022

Terrible experience. I ordered my contact lenses online correctly. I would receive and email that my order did not match the prescription. I was advised to re order. I took a picture of my order. I once again received an email that " my order did not match the prescription. They emailed me a " copy" of my order( I did not match my order at all- screenshot to prove it. My CC was charged again and again…. Do NOT order from this website…..

Tip for consumers:
DO NOT ORDER FROM THIS WEBSITE!

Products used:
Contacts

Service
Quality
Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hi there,

Thanks for sharing your feedback with us.

We would love to resolve this problem for you, however, we did not receive your order ID with your review.

Could you kindly provide your order ID so I can assist you?

Sincerely,
Hannah

Thumbnail of user dtaceyh
1 review
2 helpful votes
November 11th, 2022

Do not order frames from SmartBuyGlasses. I tried to make a return and the customer service is AWFUL. I didn't get returned for my entire return and they have made me repeat myself to multiple reps, all of which asked me the same questions before passing me to someone else. There was clearly a processing issue with my return, but instead of taking responsibility for it, they asked me for photos (!) of the box I returned. I am out more than $700 and have little hope of ever getting my money back.

Service
Returns
Thumbnail of user paulg997
1 review
1 helpful vote
July 30th, 2020

0 stars if possible.
Oh, positive reviews here are paid marketing posts. Un-verified customers. 100% SURE.

My Order CA*******322G
I'm a second time customer. The first was also a bad experience with item getting cancelled, reprocessed, re-ordered, delayed order, everything that just can go wrong.

I tried to give it another shot, NEVER again and it just got worse. Ordered something. Help desk changed something and confirmed the order.
After which, I checked my status, it got cancelled!

My credit card has already been charged, they didn't inform me, and I had to find out myself.
Despite me confirming the order with their help desk a few days ago!

--Update--
Instead of getting the refund, decided to push through with an alternative just to finish this fiasco.
Given my complaint, they expedited delivery of this new one.
So far item arrived and it is okay.
My advice for anyone purchasing, to coordinate fully to ensure item is available and ready to ship. I cannot comment on standard delivery schedules as I know mine was expedited.

Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hello Paul,

I am truly sorry to know about what happened to your orders. Please accept my sincere apologies for the inconvenience this has caused you.

If possible, please reply to my request with your order information so I can further assist you.

Sincerely,

Katherine

Thumbnail of user dominiqued172
1 review
6 helpful votes
May 13th, 2023

It cost me 22$ to return the fake designer sunglasses that arrived from Hong Kong. Very disappointed that a.ca webpage sales Chinese copies of designer sunglasses to Canadians pretending they are authentic…

Products used:
Sunglasses

Service
Value
Shipping
Returns
Quality
Thumbnail of user byronlgray
1 review
0 helpful votes
November 21st, 2023

They did everything they needed to do in order to contact me ( Text, email and call) to ensure they had my correct order and that the sizing was correct. They to the time to inform me every step that was being taken via email.

Products used:
Glasses

Service
Value
Shipping
Quality
Thumbnail of user matto44
2 reviews
5 helpful votes
December 14th, 2021
Verified purchase

1- This company is run out of Hong Kong and the Philippines, with sub-standard customer service/support
2- Their claim of 100% satisfaction guarantee refers only to them getting paid, but not for customer service/support or warranty.
3- good luck trying to get your money back on defective glasses or bad prescription... they will make returning the glasses difficult and expensive to ship the glasses back to them
4- polarizer films not installed properly on the lens with a lot of stress marks along the edges. This can be seen by the human eye, but is emphasized in front of the lcd monitor. These people do not stand by their product and say that this is normal.

Avoid, Avoid, Avoid

Tip for consumers:
avoid this scam site

Products used:
eyeglasses

Service
Value
Shipping
Returns
Quality
Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hi Matt,

Thank you for your feedback.

I'm sorry to hear that your are not satisfied with our service and with the item you received, regarding the warranty issue I will check and I will be contacting you shortly.

Sincerely,

Lauren

Thumbnail of user rodm42
1 review
9 helpful votes
August 15th, 2016

I see there are many horror stories about "suspicious transactions" that go through right away on your credit card and then they say they want your driver's licence to prove you exist. Once you've sent the copy of your driver's licence they then tell you your frames have been back ordered, even though there's nothing on the web site to indicate they are in short supply. Still waiting for my glasses. The frames are still featured as available on the web site.

Thumbnail of user richardn700
1 review
5 helpful votes
February 1st, 2021

Just received my Raybans, From Hong Kong! Pretty sure they're fake. The plastic feels of a very poor quality and the packaging just doesn't sit right with me, the lenses also seem a little brittle for such an expensive pair of sunglasses.

I'll have them checked over and update.

Service
Value
Shipping
Returns
Quality
Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hello Richard,

I am sorry to hear that you have doubts about the authenticity of the item received and sorry to know that you are not happy with the quality of the item. I sincerely apologize for the inconvenience this has caused you.

Please note that all our items are 100% authentic and come with a 2-yr warranty on manufacturing defects. Please note that Ray-Bans are sourced directly from the brand.

If possible, please reply to my request with your order information so I can further assist you.

Sincerely,

Katherine

Thumbnail of user mikes3544
0 reviews
2 helpful votes
January 21st, 2022

Bought my Oakley glasses on line from Smartbuy glasses last week. The online customer service contacted me immediately after receipt of order to inform me of the process. I did originally order 2 pairs but the Hugo Boss were unfortunately out of stock. The oakleys arrived early and are 5 star. They were 1/2 the price buying on line versus buying the same pair in Calgary. My only gripe is that the Smartbuy website still has the Hugo Boss glasses advertised even though they don't carry them anymore.

Tip for consumers:
VERY EFFICIENT AND PRECISE CUSTOMER SERVICE

Products used:
Oakley Eye Glasses

Service
Value
Shipping
Quality
Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hi Mike,

We are grateful that you took the time out to leave us a review. Your feedback helps us to improve service for everyone, and we hope we will provide a perfect experience next time.

Sincerely,

Famekha

Thumbnail of user tonyt804
2 reviews
1 helpful vote
November 5th, 2022
Verified purchase

Bought a pair of in-stock sunglasses only to be emails the next day that the item happens to be unavailable and must take weeks to be ordered from the manufacturer. This is total bait and switch. Now that they have my money I'm SOL. Do not buy from these scammers!

Tip for consumers:
DO NOT BUY FROM THESE SCAMMERS. They should be investigated by the authorities for fraud and shut down.

Products used:
None yet

Service
Value
Shipping
Thumbnail of user francist57
2 reviews
4 helpful votes
August 13th, 2020

I bought a pair of Tom Ford eyeglasses in July. However, I didn't read the reviews here after purchase. Until last week, I just realize a lot of people says it is a scam and sells fakes eyeglasses. I was pretty scared. Because the shipment was on its way already. The price was $250 in total.

I received it today. The frame is solid and not light in weight. Please see the photos uploaded. I checked the details, seems pretty good. (I own pairs of authentic Tom Ford/Dior/Chanel/Gentle Monster/etc sunglasses) I guess I can tell if the frame is cheaply made or not. If this is really a fake one, it is still a grade AA product. Lol. Hope it is not. The only small part I would doubt about the authenticity is the white words "TOM FORD" "MADE IN ITALY" printed on the arm. They don't seem align very perfectly.

Issues solved by Smartbuy:

1. As per my request, they make the lens accord with my contact lens prescription, which is great. Communication is good.

2. As they promised, they credited the 5% cash rebate that I found on Rakuten (ebates) after shipment.

Except the question of authenticity, I think Smartbuy is a pretty good company. I guess I am lucky in this purchase. I receive the whole set of accessories.

Thumbnail of user sherap1
1 review
3 helpful votes
January 10th, 2014

I ordered a pair of Ray Ban New Wayfarer from smartbuyglasses on January 2nd. Tracking info showed the glasses were being sent from Hong Kong, which immediately made me question the authenticity of the glasses. They arrived at my door on January 8th, very fast shipping to Nova Scotia. I googled and youtubed many sites concerning real vs fake Ray Bans. I am confident that my Ray Bans are indeed authentic. Fast shipping, good price, great sunglasses. I would not hesitate to order from smartbuyglasses again.

Thumbnail of user patriciac3286
1 review
1 helpful vote
January 31st, 2023

Return process not valid. Non workable links and vague customer support with references to "a dedicated team member" addressing the issue. Glasses shouldn't be this difficult to return if SmartGlasses.ca are a genuine and reputable company dedicated to customer service and products satisfaction.

Thumbnail of user jasonk1387
1 review
1 helpful vote
July 11th, 2022

They are quick to take you money. After three weeks and numerous emails I was told they cannot install polarized lenses into a full frame rim. 3 days later still no pending refund on my credit card. If the the price is to good to be true you know why.

Tip for consumers:
DO NOT USE THESE SCAM ARTISTS.

Service
Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hello Jason,

I am truly sorry to know that polarized lenses cannot be installed in your chosen frames and that you have not received your refund. Please be informed that polarization may not be compatible with all frame shapes. Please let me help you resolve this issue and let me check your refund. For me to this this, kindly provide me with your order details.

I hope to hear from you soon.

Sincerely,
Katherine

Thumbnail of user hongs1
1 review
2 helpful votes
November 20th, 2012

I'd say it's the best price u can find for a canadian buyer and the customer service is great (replys within a day with precise updates on ur order). What they can do better is on the shipping time since they dont have everything on stock except "FAst ship" items so it took me 1 month to recieve my glasses. But overall. From the time they got my item to when it arrived... WOW! Worth buying from them with confidence!

Thumbnail of user shahidj3
1 review
2 helpful votes
May 16th, 2022

Please stay away from the company. They are total fraud. Orders are never shipped and they give stupid excuses all the time. They should be banned from internet.

Tip for consumers:
They are Scammers!!!

Products used:
Avoid them in all cost!!!

Service
Value
Shipping
Thumbnail of user djpromobile
1 review
0 helpful votes
September 26th, 2023

There's no sunglasses store like Smartbuyglasses I will always buy my sunglasses from smartbuyglasses

Products used:
Sunglasses

Service
Value
Shipping
Quality
Thumbnail of user saulop
1 review
3 helpful votes
November 28th, 2013

I don't have anything to complain about this web store. Everything ran okay. The delivery was faster than I was expecting (2 days after I have paid), the sunglasses seems authentic. So, the only reason of 4 stars it is the price, I know cheaper places.
I would buy more stuff there.

Thumbnail of user ingridh72
1 review
2 helpful votes
April 26th, 2021

I had extremely efficient and timely customer support. My selected Versace frames were currently not available but I managed to find another frame. Delivery in Canada was earlier than expected and the glasses are amazing. They fit well and being progressives I was quite worried. I also have an extremely high prescription. I was pleasantly surprised at the glasses I received and the vision through the ultra-thin 1.74 lenses that I had selected. So much so that I just ordered another pair online in a Givenchy frame. I hope this pair is as good as the last!

Thumbnail of user melodiep28
1 review
1 helpful vote
April 7th, 2022

My first time buying my contact lenses that i could afford, i thought the prices were good... was going to order monthly... so excited til I got hit with a Duty charge. HARD to understand especially when they say they areva Canadian Company. This is A Lie. Sounds like a scam... And nooo where was I warned about having to pay a heafty duty fee. So upsetting... Wrong on their part... I should of had a choice... and it's impossible to get a hold of them. Very frusting. Save your money buy elsewhere more legit and honest!
Melodie

Tip for consumers:
Beware if you live in Canada .

Products used:
Contacts lenses

Service
Value
Shipping
Returns
Quality
Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hi Melodie,

First of all, I am sorry to hear that you have been charged with custom fees. Please note that you can send us the tax invoice for reimbursement. We would love to resolve this problem for you, however, we did not receive your order ID with your review.

Could you kindly provide your order ID so I can assist you?

Sincerely,
Famekha

Thumbnail of user matthewa9
1 review
1 helpful vote
September 4th, 2012

I have purchased a few sets of sunglasses and have always had a positive experience. Even where a replacement set was required in order to satisfy my earlier shipping needs, the customer service representatives were helpful to ensure I got my sunglasses before heading away on vacation.

Thumbnail of user zpy
1 review
6 helpful votes
June 20th, 2023

Good price, best product! Only the delivery time is a little long. The importe point to mention is we can try the product on the web site, it's amazing!

Service
Value
Shipping
Quality
Thumbnail of user benf216
1 review
7 helpful votes
July 23rd, 2020

Initially I was excited to order because I found the shades I wanted for a pretty good price. I was notified a couple days later after purchasing that I have to send an i. D picture for verification, which I thought was strange because I paid debit card. After verification I was notified days later that the shipment will be at least another month for shipping. Very dissatisfied I wouldn't recommend ordering from this site. And I'm still waiting for my frames to arrive.

Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hello Ben,

Please accept my apologies for the troubles with your payment and for the delay of sending your order.

We would love to resolve this problem for you, however, we did not receive your order ID/details with your review.

Could you kindly provide your order ID so I can assist you?

You can send an email to servicemanager@smartbuyglasses.ca addressing the email to me.

Sincerely,
Nicole

Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hi Ben,

Thank you for providing us with your Order ID.

We take our customers’ feedback very seriously so I will be contacting you shortly to help resolve this issue.

We would love to make things right if you could give us another chance.

Sincerely,
Nicole

Thumbnail of user andrews972
1 review
22 helpful votes
April 7th, 2020

Order sunglasses from them, paid with Visa and they contacted me stating my visa was flagged as a risk, they would 'refund' me and to make payment with Paypal (red flag #1). This sounded strange right there so I contacted Visa who said everything was fine on their end, the $400 payment went through no problem.
I started looking into this supposedly Canadian store more. They are in Hong Kong (red flag #2).
I contacted the manufacturer of the sunglasses I order who had never heard of this store, so it wasn't an authorized store (red flag #3). They provided me with details how to spot fakes, or at least what to look for on this exact model for what is authentic.
Google searches and reading here, reddit, other review sites, this store is 100% selling fakes. Any customer who claims otherwise has been fooled into thinking they got a real pair.

Stay away. Spend the extra 10% and buy from an authorized store. These guys are slime bags.

Thumbnail of user sofiac90
1 review
3 helpful votes
September 10th, 2021
Verified purchase

I purchased a pair of Prada sunglasses that upon first inspection I knew they were fake. No serial number etched into the inner lens, and other indicators that these were not authentic. I own several pairs of Prada sunglasses and these are not real Prada. Very disappointed and seeking a return and refund. Thank God I used PayPal because I will fight through them if I get the run around.

***Update. I returned the glasses to smart buy after contacting customer service and following their instructions for returns. The refund has been processed and I am relieved and happy it was done quick and without hassle.

Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hi Sofia,

Thanks for sharing your feedback with us.

We would love to resolve this problem for you, however, we did not receive your order ID with your review.

Could you kindly provide your order ID so I can assist you?

Sincerely,
Hannah

Thumbnail of user servicem3
SmartBuyGlasses M. – SmartBuyGlasses CA Rep

Hi Sofia,

Thanks for sharing your feedback with us.

We would love to resolve this problem for you, however, we did not receive your order ID with your review.

Could you kindly provide your order ID so I can assist you?

Sincerely,
Hannah

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From the business

Largest Range, Best Service, Great prices!

SmartBuyGlasses is fully dedicated to providing our Canada customers with the largest range of designer sunglasses, prescription eyewear, contact lenses, optical products and optical services at the best possible prices. Our customers can always rely on us for a vast selection of optical products from the latest eyewear trends to the classics that never go out of style. We pride ourselves in offering our customers great deals daily and guarantee an enjoyable shopping experience.

Business History

SmartBuyGlasses is part of the SmartBuyGlasses Optical Group, one of the world's leading online designer eyewear retailers with operations in the US, Canada and Italy. With cross-continent operations we are able to work closer with our global distributors ensuring that we can provide you with the most comprehensive range of eyewear at excellent prices. We are passionate about providing exceptional customer service and relish working in such a varied international setting.

Company Representative

Thumbnail of user servicem3
SmartBuyGlasses M.

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2.5
137 reviews
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