SmartBuyGlasses has a rating of 2.85 stars from 1,753 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about SmartBuyGlasses most frequently mention credit card, tracking number, and business days problems. SmartBuyGlasses ranks 12th among Eyeglasses sites.
Proactively asks for customer feedback
This company responds to reviews on average within 1 hour
When I was choosing a new eyeglasses, I tried to find something on the internet, and the SmartBuyGlasses had the exact model that I wanted. Also, I sent so many e-mails for support in my purchase (how to make it properly to have a correct international purchase for myself), and they were very quick to answer me. The only issue was the long period to use my product (regarding to the shipment out o my country, and also in my country - 3 months waiting...). I think if you buy it in your country or somewhere nearby your country, it will took less time certainly.
They invited me to review, didn't like what I wrote, and had my review removed from Trustpilot - were not eager to resolve problems until they saw the review. Then hassled me, and finally got what they wanted as Trustpilot ditched my invited review. A legitimate company doesn't need to expend so much effort negating an honest review. Quality less than rivals - I've tried a few - and prescription not correctly created (or they didn't have proper knowledge of prisms and failed to ask questions). Price was double that of what I eventually received from another supplier. Avoid.
They invited me to review, didn't like what I wrote, and had my review removed from Trustpilot - were not eager to resolve problems until they saw the review. Then hassled me, and finally got what they wanted as Trustpilot ditched my invited review. A legitimate company doesn't need to expend so much effort negating an honest review. Quality less than rivals - I've tried a few - and prescription not correctly created (or they didn't have proper knowledge of prisms and failed to ask questions). Price was double that of what I eventually received from another supplier. Avoid.
Very disappointed with the support that they provide and I wish that their return system was more smooth.
They did not send me the Stella McCartney accessories that was included in the listing (spectacle case, dust bag etc.) which makes me wonder if the spectacles are fake.
Unfortunately I did not buy via paypal so it seems like I don't have any security or backup now when the support isn't answering. 160 dollars for a pair of glasses that looked very different from the picture in the listing. Wow what a great purchase. Not.
One should only buy from smartbuyglasses if they're 100% sure of what they'll get and for the love of god! MAKE THE PAYMENT THROUGH PAYPAL!
Tip for consumers:
USE PAYPAL FOR SECURITY
Products used:
I did not use them, I want to send the back.
Hello David,
I am really sorry to know that you have not received the accessories for your item and that you have not received a response to your email. Please accept my sincere apologies for the inconvenience this has caused you.
Unfortunately, I did not receive your order information, if possible, please reply to my request with your Order ID and I will contact you right away to further assist you.
Sincerely,
Katherine
... but not the fault of the company, unfortunately the glasses were misplaced by Royal Mail and never delivered due to the huge strain on these services due to Covid-19. SBG did eventually refund for this but it did take a bit of back and forth correspondence between us. But I want to fair and say it was an extremely difficult period for them so I really appreciate them resolving the issue despite the time taken. Would look to buy from them again in the future.
Hi Caroline,
We are sorry that your experience was not an amazing one. At SmartBuyGlasses, we strive to provide the best experience we can for our customers.
We are continuing to improve our business and product offerings on a daily basis. I hope that you will consider purchasing from us in the future and give us the opportunity to show the improvements we have made.
Sincerely,
Nicole
Edit: Nicole fixed it satisfactory
First they tell me my credit card payment has been flagged as suspicious. Option A send them my ID card (hell NO) Option B new payment link via PayPal.
I opt for B. They tell me they canceled the outstanding credit card payment and I need to wait for the PayPal link 5-7 days. I say hell no, just forget it and cancel the whole order. I will order the glasses somewhere else. Suddenly my credit card payment goes throught after I ordered my glasses elsewhere. How is that possible? Firstly, they said the credit card payment was canceled already and secondly it was not checked against any ID that they previously needed. I now told them to cancel the order and refund the credit card payment and not make the glasses. If they are too incompetent for that and still make my glasses and send them to me, I will return them immediately.
First the site looked fishy but i gave it a try and received the package 2 days later from hong kong. The glasses came in literally new and untouched. All perfect and i got a free cleaning kit with special screwdriver for fastening the bridges if needed. Seriously, best place i shopped glasses. And the prices? Cant beat. Only issue they need to fix is "answering" my emails. I asked them a couple questions regarding payment and shipping and until today (3 months after) no answer! So, customer care = sucks, but, product and speed = perfect.
Had entered presription, but was not copied well into the order. Now stuck with with useless glasses my little son cannot wear.
Would be nice if they would settle this but didnt do so so far
Hello Crijin,
I am sorry that you received a wrong prescription. Your feedback is highly appreciated, and please be assured that at SmartBuyGlasses, we are dedicated to delivering high-quality services to our customers.
We take our customers’ feedback very seriously so I will be contacting you shortly to help resolve this issue.
Sincerely,
Katherine
WARNING!SCAMMERS 100% RUN AWAY.All the good reviews are fake 100%They took my money and didnt send amy sunglasses,asked for refound,they said 3-5 days to receive money back from 18 august that they stole my money every day they find an excuse not to inform me where is my money.They are professional crooks,criminal organization and i have attended to the police of my country to report them.They are disgusting criminals.RUN AWAY!
Tip for consumers:
Scammers
Products used:
Sunglasses
Hi Alexander,
Thank you for your feedback. I understand that you have been waiting for your refund patiently and that you have put your trust on us in good faith in which we are very appreciative.
Please be informed that we have already processed the refunds, however, if you haven't received it yet, we are directly coordinating to your payment vendor. Please note that we are doing our best to resolve the issue.
Reply to our emails directly, so we can further assist you.
Sincerely,
Elveen
I started my process on 8/22/2023. I still have not received my glasses as of Saturday 9/23/2023 I understand it take a while because I have dealt with companies from China but I have never had to wait this this long (32 days). Also The tracking information is not in English. I did shat with someone but they did not find any tracking update since 9/12. During this time of waiting I had to buy another cheap pair from Glasses.com and was in less than 8days
Ordered a pair of Oakley Bottle Rocket Sunglasses in March 2020 and they were shipped from Hong Kong even though the Oakley box they came in says assembled in the US, whatever that means. The site says 11-5 business days for shipping but it took over three weeks or 16 business days. The order says free shipping but then you get an email saying you will have to pay the DHL fees which was $50.00 and to submit the receipt for reimbursement which made me nervous. I clicked on their "shipping information" link and sure enough in the details it says international customers will have to pay all duties and taxes but will be reimbursed in a timely manner upon emailing receipt. In my case this was completed as stated so I was pleasantly surprised.
I also ordered the identical pair from the Sunglass Hut and I cannot tell the difference between the two. Do I know for sure they are not fakes? No. Do I know for sure Sunglass Huts are not fakes? No.
When I first checked the Smartbuyglasses.ca site, which I used because they had a lot of sunglasses that had a virtual try-on which works quite well IMO, I got a price for the Oakley Bottle Rockets of $207.00 CAD, which was more than the Oakley site or Sunglass Hut at $191.00 CAD. Then I searched Google for Oakley Bottle Rockets and got a link to Smartbuyglasses.ca for $167.00 CAD, so a little strange. So I took the chance at saving a measly $24.00 CAD, probably not the smartest thing I have ever done, but I had not seen this site yet with all of the negative reviews. Had I seen this site I probably would not have risked it. Then the next day the Sunglass Hut website had the Bottle Rockets on sale for 30% off or 133.00 CAD plus tax or in my case $156.00 CAD total.
Hence my conclusion. Why bother. Probably not worth the risk as some people here say they got fakes or didn't get reimbursed for the duties and fees. You decide.
Their logistic team was never able to tell where the product was, or give a reasonable ETA.
I kept receiving preposterous emails from CS providing completely unprofessional answers, with clearly the sole intention to buy some time. They use an obviously dilatory strategy of switching people from the CS who's dealing with your case in order to confuse you.
Frankly, I felt this website could actually be a scam. I would discourage anyone buying products from them.
Tip for consumers:
Don't ever use it. I still suspect it is a scam.
Products used:
Glasses
Hi Carlo,
We are sorry to hear about your disappointing experience with us and I would like to personally assist you to make things right.
Please reply to my private message and let’s work together to resolve this.
Sincerely,
Hannah
No problems with the product, delivery just takes really long since it's coming from Hong Kong
I ordered 6 packs of Dailies AquaComfort Plus (30 Pack). These were on the thin side and broke down the middle easily so will consider trying another brand next time. Delivery was quick. Well done!
Within a few days delivering of my product, enough emails to tell me when i can expect the delivery,
Perfect price for the quality i want.
When I was choosing a new eyeglasses, I tried to find something on the internet, and the SmartBuyGlasses had the exact model that I wanted. Also, I sent so many e-mails for support in my purchase (how to make it properly to have a correct international purchase for myself), and they were very quick to answer me. The only issue was the long period to use my product (regarding to the shipment out o my country, and also in my country - 3 months waiting...). I think if you buy it in your country or somewhere nearby your country, it will took less time certainly.
Products used:
Eyeglasses
9 days after placing an order I called for a status update and, after being given the runaround for over 2 hours and disconnected multiple times, they admitted that within 24 hours of my order being placed their supplier informed them that the frames I had selected were out of stock with no estimated availability date but they had not notified me and their website continued to falsely state my order would be delivered on time. They then refused to provide any compensation and I am still waiting to receive a refund for the canceled order.
Tip for consumers:
Don't
Products used:
Never received the item I ordered
Hello Jacob,
I know how frustrating it is that your order was not fulfilled. I am truly sorry to know that you have concerns with your order and you had to cancel it. Please accept my sincerest apologies for the inconvenience this has caused you.
I will contact you right away to discuss this and resolve this in a timely manner.
Sincerely,
Katherine
Free shipping states 14day delivery, my order took 33 days.
Will make sure in the future to use US based companies to avoid the international shipping challenges.
Tip for consumers:
long shipping times for FREE deliveries
Products used:
glasses
Dear Michael,
It is unfortunate that you have concerns regarding the delivery of your order. Please accept my 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
My order arrived rather quicker than I expected, in less than 2 weeks. The glasses are clean, clear and seem to match my prescription.
You have to let know that products are coming from China buy donkey
To track your order it shows in Asian alfabet!
Poor,poor service. Don't advertise in English
They are real frauds.
First, they did not give our order. After repeated mails, we asked for our refund which they said have initiated.
On the 5th working day, when we mailed them, they said check with your bank.
On the 8th working day, when we mailed them again saying our bank itself haven't received any money, they reply saying - OH! Sorry OUR ACCOUNTING SYSTEM HAD AN ERROR!
Likely seriously? You CHEATERS! We are constantly behind them to give our order and then our refund (around 20k) and they are saying now they have accounting errors!
We are going legal with this company!
They are frauds.
Smartbuyglasses India - You guys are really sued now!
You have looted us and our money!
First you couldn't deliver the product saying due to lockdown and now accounting error!
When on the 5th working day we had checked. Why didn't you guys check then!?
Accounting error after 8 working days?
Seriously? You guys think we are illiterates?
You guys are sued!
You better ensure our refund within this week!
We NEED OUR MONEY BACK!
We need it!
Vaidehi and Jaspreet
Hello Vaidehi and Jaspreet,
Thank you for your feedback.
I regret to hear your displeasure on this matter and for finding our services lacking. Please be assured that this is not the standard of our service and feedback has been given to the concerned representatives for this not to happen again.
Upon checking, the issue has been resolved already. I hope that you already received your refund. Please know that we value and appreciate the report that you have given as it will help us to improve our platform to give you exceptional online shopping experience.
Sincerely,
Nicole
To be honest, I am literally stunned to get this type of fantastic service for the amount I paid for 2 pairs of glasses. I lost my glasses last week and went to a few of the UK specs stores in London for urgent glasses. Most of them said they will need 7-10 days. Then I decided to order online. I received my glasses from SmartBuyGlasses in just 4 days! The quality of the glasses is excellent compared to the amount I paid and I would be even happy to pay 5 times more. I would definitely use this website for my future glasses and would recommend my friends as well. Thanks:)
At the beginning, I was not happy with the prescribed sunglasses I received and complained. After many emails from their customer service, I thought that I received a reasonable explanation on why my lenses are so thick.
But anyway, I think that it can be improved somehow for a better service.
Hi Thuong N,
Thank you for your review and we sincerely apologize for any inconveniences. I regret to hear that your shopping experience with us was not a pleasant one. I can assure you that this is not our standard as a company and that all products we sell are 100% authentic. We source them only from official distributors and manufacturer.
We would love to check your order and further assist you thus we will send you a private message. If you can provide us your order number, that would be much appreciated.
Sincerely,
John
SmartBuyGlasses
I ordered prescription eyeglasses from SmartBuyGlasses.com thinking I was saving money. However, you get what you pay for. I've had multiple issues during the order/return process. First, the item that was "in stock" took over 35 days to arrive. Second, the glasses arrived with a loose hinge, scratches on the frame, and glue spots left around the frame. Finally, when I tried to return the items, they don't give clear return instructions with customer service providing a different address that what you get when you enter the RMA# at USPS. So, it feels like even if you have an issue, they will make it very difficult to return/fix the problem. Stay away!
Tip for consumers:
Stay away from Smartbuyglasses.com! Saving a few dollars is not worth the headache of slow shipping, poor quality, and bad return policy.
Products used:
Prescription Eyeglasses
Hi Kevin,
Thank you for sharing your feedback. We are sorry that your experience was not an amazing one.
We take our customers’ feedback very seriously so I will be contacting you shortly to help resolve this issue.
Sincerely,
Lauren
Leider dauerte es eine Weile, bis ich meine Sonnenbrille erhalten habe. Ich musste nachfragen, aber der Kundenservice war sehr hilfsbereit und ich bekam deswegen sogar noch einen Rabatt. Die Sonnenbrille wurden dann auch genau so geliefert wie bestellt. Alles in allem eine wirklich gute Sache und ich werde sicher mal wieder bestellen.
Tutto bene, peccato non si capisca che tutto viene fatto e spodito da hong kong, non rispondono alle email, non allegano certificato CE che per le lenti da vista dovrebbe essere obbligatorio, e nemmeno la fattura con l'indicazione del CF per scaricarla nella dichiarazioone dei redditi, Per il resto è andato tutto come da descrizione a parte unj ritardo di circa 10 giorni sul previsto.
La prx volta faccio due coalcoli, magari pagare di più in italia ma poter recuperare il 19% ed avere il certificato CE come dispositivo medico
Dear Mauro,
Thank you for the feedback and we do apologise if there were any problems with the delivery.
If you could send me a private message with the order details, we'd be happy to check and assist with your concerns.
Regards,
Ben
SmartBuyGlasses
First, they don't honor the "price match", they give you a long drawn out bible of company politics and then deny it. Second, watch out for "sourcing", that is double speak for find the cheapest price on the planet to make even more money from people trying to save a few pennies. Third, they use the absolute worst "carrier" on the planet (227th worldwide) Aramex, you won't believe some of the reviews. They send me a "tracking" number, carrier says not delivered after 4 days. And finally "customer service" lies about where they are located, she tells me Hong Kong when actually they are in Canada. Listen, LISTEN, every time you try to save a penny you spend a dollar. I was warned, and now so are you.
Tip for consumers:
BEWARE, read everything very thoroughly, just save your money and pay the extra for good service/product. This company is very shady, they really make you pay for saving a few dollars. Remember, it's all about the money.
Hello Richard,
I am truly sorry to know that you have concerns with our price match policy, processing and delivery time. Please accept my apologies for the inconvenience this has caused you.
Also, please be advised that we have several Logistics Centers located around the world. However, we ship from HongKong or from Italy.
I would like to help you with your concern and if possible, kindly provide us with your order details.
Sincerely,
Katherine
Since 2006, SmartBuyGlasses has been a market leader in the online designer eyewear industry. With the biggest selection of designer sunglasses, glasses, and contact lenses, SmartBuyGlasses has delivered eyewear to thousands of satisfied customers.
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 to ensure that we are providing the most comprehensive range of eyewear at the best prices.
Hello there,
Thank you for sharing your feedback. I am sorry to hear about what you have experienced. Please be assured that our team provides excellent services to our valued customers. Let me help you resolve the issue and for me to do that, I am requesting you please provide me with your order details. Kindly respond to my request.
Sincerely,
Katherine