Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against SmartBuy Glasses in **********On October 15, 2024, I purchased an eyeglass frame **** **** **** ****-Gold for ****** Canadian dollars. There is a one-year warranty for the replacement of the frame if requested.I requested a replacement frame on March 18, 2025, as the lens kept falling out of the frame. I have contacted SmartBuy several times over the past few months and provided photos as required for warranty replacement. To date, I have spoken with the Service Manager, **** *****, and again provided more photos and a video. I am still without an eyeglass frame replacement.This is causing great difficulties for me emotionally, and I have been very upset on the phone talking with people at SmartBuy to try and resolve this issue. Please note, I am wearing a former pair of glasses with a weaker lens prescription, and my eyesight may be negatively impacted if a new frame is not provided soon.I am asking the Better Business Bureau to intervene on my behalf going forward, as I truly believe SmartBuy is trying to get me very angry and upset, in order that they will not provide a replacement frame. Sincerely,***** ******

  Business Response

  Date: 25/04/2025

  Hello *****,
  Thank you for your feedback. I understand that youve been urgently waiting for your replacement lenses, and I see that your item, **** **** **** **** Gold, is currently under warranty assessment. I'm truly sorry to hear about your disappointment and that our service has not met your expectations. Please know that we do our best to address all customer concerns with care and urgency.

  
  To help resolve this matter as quickly as possible, Ill be taking over your case personally. Ill be reaching out to you via private email shortly to discuss and find a solution.

  
  Sincerely,
  Gielle

• Initial Complaint

  Date:24/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company advertised authentic Frames when I received them packaging said they were made where ***** ******** frames were manufactured but on the frames themselves made in ***** clearly printed on the arm of the glasses

  Business Response

  Date: 24/03/2025

  Hi *****!
  
  Thanks so much for your feedback. I'm really sorry to hear you're not happy with your frame and feel it might not be authentic. I totally get how frustrating that must be.
  
  I want to assure you we only sell genuine products. We've been in business for over 18 years, and we wouldn't have lasted this long if we weren't selling the real deal. You can read more about our authenticity here: *****************************************************
  
  Don't worry, though! If the frame isn't what you expected, you can absolutely return it under our 100-Day Returns Policy: *********************************************
  
  We really value your experience and take your feedback seriously. I'll be reaching out shortly to help get this sorted for you.
  
  Warmly,
  Elveen

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of glasses on November 5th and confirmed on 2024/11/06 07:17 (ORDER #CA0762460222G, price $320.40) and have not heard anything about shipping nor have I received the product. It's over a month now and the only response I received was that they'll provide 5% back and keep an eye on the shipment. I made numerous attempts contacting the busines email to get a refund as it's been over a month now with no tracking movements or updates. I had to order new frames because they don't have any urgency to provide me with glasses. Making a BBB complaint to resolve this issue is my last resort before considering a chargeback. I hope to get this resolved and my refund rest of my refund. They're blaming Canada Post but I ordered way before the strike began so what's the excuse? The strike did not start until Friday November 15th.

  Customer Answer

  Date: 12/12/2024

  ******* *****

  Business Response

  Date: 13/12/2024

  Hello *******,
  
  Thank you for providing feedback. I am sorry to hear that you are concerned about the processing time of your purchase. I'm here to turn things around and provide the service you deserve.
  
  SmartBuyGlasses aims to deliver the best experience for our customers. We highly value your feedback and will promptly contact you to resolve any issues.
  
  Sincerely,
  ******
  
  

  Customer Answer

  Date: 13/12/2024

   
  Complaint: 22674561
  
  I am rejecting this response because:
  I responded to your email around 3:35PM today but I haven't received a response. I will attach it here;

  Hi ******,

  
  
  This is my first time ordering from the company, and I have to say that the experience has been quite frustrating. I've been using my old frames while waiting for my new ones, and I had to postpone a planned trip this month because I was waiting on the frames to come in. 
  Unfortunately, I didnt receive any communication regarding my order until December 8th, concluding why I filed a review with the BBB and a dispute to protect my finances.
  
  
  **** informed me that Canada Post is the carrier on the 9th, but there was no set date for the frames' arrival. As a result, I had to order additional frames at my own expense, as my insurance was already used for this order.
  
  
  Regarding a new order, I want to avoid being stuck with two of the same frames if they do eventually arrive. It has been over a month, and I dont want to continue waiting or incur additional costs for contacts or frames.
  
  
  I am available to arrange a time to discuss this next week, but I will need to check my exam schedule, which I will receive on Monday.
  
  
  Thank you for your understanding.

  Sincerely,
  
  TB

  Business Response

  Date: 13/12/2024

  Hello there!

  Thank you for reaching out and sharing your experience with us. Im truly sorry to hear about the frustration and inconvenience youve faced with your order. This is certainly not the experience we aim to provide, especially for a first-time customer, and I deeply regret the impact this has had on your plans and expenses.
  
  I understand your concerns about avoiding duplicate frames and the difficulties caused by the delays. I will continue assisting you via email to ensure we address your concerns promptly and find the best resolution for you.
  
  Please feel free to let me know a time that works for you once youve confirmed your schedule. Im here to help and will do my best to make this process as smooth as possible for you.
  
  Thank you for your patience, and I look forward to assisting you further.

  Sincerely,

  Hannah

  Customer Answer

  Date: 13/12/2024

   
  Complaint: 22674561
  
  I am rejecting this response because: I would like to know how this will be solved. In the email response you havent provided an actual resolution.
  
  Sincerely,
  
  TB

  Business Response

  Date: 01/01/2025

  Hello *******,
  
  I hope you're doing well today.
  
  I'd like to inform you that we sent you an email 6days ago about your refund concern. However, we still haven't received any update from you. Also, we provided you some proof showing that you were able to claim the funds from your bank due to your dispute.
  
  On the other hand, I tracked your parcel and I noticed that your parcel has been delivered by the courier last 30th of December. 
  
  Tracking information :  **********************************************************************************
  
  I'll be sending you an email again and hoping for your response.
  
  Best Regards,
  ******.
  
  
  

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22674561
  
  I am rejecting this response because:

  
  The company is lying, which is not surprising because they emailed me yesterday closing the ticket of our conversation because theyve been bombarding me with false information. They want me to send them money for an order I did NOT receive a refund for or had in my possession. They are looking for a payday, and my bank advised me to stop communicating with them.

  
  They sent me a email on January 1st, which I will attach claiming,
  While you state the bank confirmed no refund was issued, our records indicate the refund was processed on December 15, 2024. I understand you have not received the funds, and we want to help resolve this. Also, our finance team are coordinating directly with your bank now and they will be the one who will do their own investigation.

  
  As you suggested, we are indeed in contact with the carrier to determine the current status of the shipment and to investigate the tracking issues. We are also working diligently to trace the refund to ensure it reaches your account.

  
  I also understand your concern about our company's location. While some of our operations are based internationally, we are committed to providing excellent customer service to all our customers, including those in *******
  
  We're definitely not trying to harass or threaten you. We just want to find a fair and efficient solution to this.
  
  Since our finance team is now in direct contact with your bank, I'll close this ticket for the time being. 

  
  They acknowledged the refund was NOT received and the item NOT being in my possession. I have filed a claim with *********** and my bank confirmed on three occasions with emails Ive sent to them documenting they were unable to locate this refund. Its quite sad that a company has to lie to save face like this, you should be embarrassed and ashamed. Sincerely,
  
  ******* *****

  Business Response

  Date: 03/01/2025

  Hello *******,
  
  Thanks for your ongoing communication with us.
  
  I fully acknowledge your concerns regarding both the refund and delivery, and Im with you on this. We completely understand how frustrating this situation has been for you, and its never our intention to cause any additional stress or confusion.
  
  To clarify, our finance team has been able to confirm that a refund was issued from our end, which was mentioned in follow-up email yesterday. However, I understand that you havent received it, and we want to ensure this is properly investigated. Ill send you an email shortly for further details proceeding with the investigation and hoping for your response.
  
  Know that were committed to resolve this for you.
  
  Best regards,
  *******

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Purchase:19 January 2023 Product: Oakley Ejector ****** Prescription Sunglasses Purchased from: SmartBuyGlasses My sunglasses are under the warranty period. I emailed them as the lens became defective. There is a coating of some sort peeling off now, the lens look all speckled. I sent pics in with my warranty request and was told it was deemed normal wear and tear. I dont feel this way whatsoever. They offered me 15% my next purchase. Not okay to me.This has never happened to any sunglasses lenses Ive owned. Ive cared for these normally, never subjected them to any chemicals that would cause this potentially. I submit its not normal wear and tear, its a sub standard quality or defective and the company identified should own it considering its warranty. Please review the pics and the companys response.

  Business Response

  Date: 05/12/2024

  Hello there!

  Thank you for sharing your feedback, and Im truly sorry to hear about the issues with your sunglasses. I understand your frustration, especially when it comes to quality concerns during the warranty period.
  
  I will be reaching out to you via email so we can discuss this matter further and find the best possible resolution. We want to make sure your concerns are addressed properly, and I appreciate your patience as we look into it.
  
  If you have any additional information to share or further questions in the meantime, please dont hesitate to reach out.

  Sincerely,

  Hannah

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 22644113
  
  I am rejecting this response because of the following reasons.

  When my warranty claim was initially rejected by *******, I was advised I could take matters into my hands, part of this response stated; "Many optical shops offer services such as cleaning, repairing scratches or dents, applying new coating or paint..."  When someone called me Dec 5, I was actually at my local Lenscrafters doing exactly what I was advised I could do.  As a good gesture, they attempted to remove the peeling coating, however its not 100%.
  

  I'd rather not receive another pair of sunglasses at this point. I feel like I've been given a bit of a run-around, I no longer trust the quality, I'm disappointed in the lack of customer service that caused me to have to take action in filing this complaint.  I was furthermore inconvenienced by having to take the lens in the Lencrafters by the suggestion made when it simply could have just been a warranty exchange of the lens.
  

  I paid $348.39 for these glasses.  To resolve, I'd accept a punitive refund of half this initial cost which would be $174 and I'll try to use the glasses as is or soon replace elsewhere.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/12/2024

  Hello *****,
  
  Thank you for your feedback and for staying in touch as we work on resolving this.
  
  I understand that your experience hasnt been ideal, and I truly appreciate your patience. Rest assured, Im committed to making things right for you and ensuring your satisfaction.
  
  I note that you no longer wish to receive another replacement, and I want to assure you that providing quality products is always our top priority.
  
  I see that youve already replied to our email, and Ill be in touch shortly.
  
  Sincerely,
  
  Hannah

  Customer Answer

  Date: 06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I have decided I WILL be returning the glasses as previously offered to me for replacements. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got two pairs of glasses, they did not send the most expensive but charged me for both.

  Business Response

  Date: 01/10/2024

  Hello *******,
  
  Thank you for providing feedback. I am sorry to hear that you are concerned about the charges that were made to your order. I'm here to turn things around and provide the service you deserve.
  
  SmartBuyGlasses aims to deliver the best experience for our customers. We highly value your feedback and will promptly contact you to resolve any issues.
  
  Sincerely,
  ******
  

  Customer Answer

  Date: 03/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of glasses from smartbuyglasses on May 21, 2024, order number CA0743468722G, purchase price ******. but after receiving the glasses they didn't fit me, and I requested a return , which I did on June 3, 2024, I followed smartbuyglasses mail return instructions and squeezed them out at ****** Post. But I didn't save the tracking number, since then I didn't get any response from smartbuyglasses, they told me that I never received the glasses, at that time Canada Post promised me three business days to arrive, by now it has been more than 2 months time, I hope that smartbuyglasses will process it as soon as possible to give me a refund.

  Business Response

  Date: 07/08/2024

  Hello *****,

  Thank you for providing feedback. I am sorry to hear that you're disappointed with our return process since it took longer for us to process your refund. I'm here to turn things around and provide the service you deserve.
  
  I know you're frustrated about this process, but I hope you understand that providing return tracking information will help our return office to confirm the current status of your parcel. Unfortunately, since you were unable to provide us with the tracking number, our finance wasn't able to process the refund immediately.
  
  Please don't worry, I see that our finance team already processed the refund and we also emailed you proof of refund. In the meantime, please allow your bank a few more days to transfer your funds back to your account.
  
  We'll be following up with you by next week through email.
  
  Have a great day ahead!

  Sincerely,
  ******
  
  

• Initial Complaint

  Date:21/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of glasses on January 7th, 2024 (ORDER #CA0728016422G, price $192.89) and have not heard anything about shipping nor have I received the product. I made numerous attempts contacting the bussines email to get a refund as its been over 2 months now with no updates. Making a BBB complaint to resolve this issue is my last resort before considering a chargeback. I hope to get this resolved and my refund of $192.89.

  Business Response

  Date: 21/03/2024

  Hi *****,

  Thank you for providing feedback. I am sorry to hear that you still haven't received any information about the item you purchased last January. I'm here to turn things around and provide the service you deserve.
  
  I know it's quite frustrating to wait order, so I will make sure to resolve and process your refund immediately.
  
  SmartBuyGlasses strives to provide the best possible experience for our consumers. We value our customers' feedback, so I will contact you quickly to help resolve this issue.
  
  Sincerely,
  ******
  
  

  Customer Answer

  Date: 21/03/2024

   
  Complaint: 21464037
  
  I am rejecting this response because: The business claims that they will be in contact with me but I have not received anymore BBB messages from the business. My request is pretty simple, issue me my refund otherwise I will have to do a chargeback. I cannot believe how hard it is for this company do something simple, especially since the product I have purchased did not arrive after two months. Ive looked at other BBB complaints and see that this company has a history of not shipping their products to customers and not providing refunds. As per my request and consent; refund my order (CA0728016422G; Total:$192.89) back to my original method of payment!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 22/03/2024

  Hi *****,
  
  Thank you for your feedback.
  
  I would like to inform you that we sent you an email yesterday informing you that the refund has been processed. Our finance will reimburse the funds within 24 hours. However, please note that your bank will process the transfer of funds according to its own rules, which may take 5-7 working days. If you wish to have proof of refund, please let me know.
  
  This is the email we have on the file : ***************************. Please check your spam/junk folder.
  
  Have a great day ahead.
  
  Best Regards,
  ******.