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Complaint Details
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Initial Complaint
05/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered sunglasses from Shady Rays and was emailed that they were delivered. Went to the mail box and they were not there. Emailed to see if there was a mix up and that is when the customer service rep admitted that their company routinely engages in mail fraud. She claimed that "shipper's sometimes mark them delivered up to 48 hours before delivery". I requested my order canceled and was ignored. I emailed the 2nd day and was ignored again. I called on the 3rd day and was told my package had been delivered. The service agent would not refund my money until the 5th or 6th time I asked. This company should not be trusted with your money. They are Shady alright, too bad it's their business practices and not the knock off sunglasses they pump out. Did not get a full refund either. Somehow they kept $5 for lunch
Business response
05/31/2024
Hello there,
We are so sorry this has been your experience with us. We had an unexpected bump in emails so we had a bit of a delay in replying to everything. We use **** and we only mentioned that it may show up in the next 48 hours after it's marked as delivered since sometimes packages can be mis-scanned accidentally and show up later on. We are always happy to help our customers and would have reshipped or refunded your order had they still been missing after that time. When you called we refunded your order since it still had not arrived, the $5 that was not refunded was for shipping but it has since been refunded. We are sorry this has been your experience with us. Your order has been refunded in full, please let us know if you have any questions!
Customer response
06/03/2024
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,
******* ***********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
11/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I bought sunglasses with what’s called a lifetime free replacements. My sunglasses broke and now they want $14 processing when it’s supposed to be free.Business response
11/20/2023
Hey ****! We do have 2 different kinds of replacements. One our Lost and Broken Protection program that covers and lost, stolen or broken for any reason shades. This program has always required paying a processing fee and is laid out on our website in more detail, protect.shadyrays.com. As for our Limited Lifetime Craftsmanship Warranty, it covers any defects in materials or craftsmanship of Shady Rays sunglasses and is 100% on us. More details for this can also be found on our protection site. We back our shades 100% and we have the best protection program in the business. If you have questions about which you should choose or if you need help with your replacement please reach out to our team at [email protected] and we would be happy to assist you!Customer response
11/20/2023
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,
**** ****If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
10/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered birthday gift on October 5th and Used Faster shipping. Failure to recieve item. I was told Shady Rays lost the shipment!! Failure to reship timely. Rude customer representative . BewareBusiness response
10/23/2023
Hey ****** We're sorry that this has been your experience with us. It looks like something happened in shipping your order, but it has been updated and since been delivered. It looks like you reached out to us on the 9th and we had a reshipment set up on the 11th. We do understand that shipping delays can be very frustrating and we are sorry that was the experience you had with us.Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Shady Ray's claims to have a limited lifetime warranty (“Warranty”) that covers any defects in materials or craftsmanship of Shady Rays sunglasses. However, after attempts to contact the company there have not been any response.Business response
10/13/2023
Hey there! I'm not seeing any emails to us from this email address. Please make sure the email is [email protected] or give us a call or text at 213-817-5193. We typically get back to our customers with in 24 hours and we would be happy to help!Customer response
10/15/2023
Complaint: ********
I am rejecting this response because: I contacted the company months ago using the mention online form. There was never a response. The form doesn't provide any confirmation either.I contacted the company again using text, email, and the form.
Sincerely,
********* *******Business response
10/24/2023
Hey there! I am so sorry about that. I have no idea why that wouldn't have come through in the first place. It looks like we did get a message from you about a week ago that our team replied to. We have approved your craftsmanship claim and will be sending you an email with a link to follow to finish your replacement. I'm so sorry for any inconvenience, please let us know if you have any questions!Customer response
10/24/2023
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,
********* **********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
08/09/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello, This business has a free replacement policy for broken sunglasses. On 7/12/2023, I emailed Shady Rays that one of the lenses popped out on my sunglasses (original order #******** and the frame was also broken. I took a photo of the broken sunglasses and attached it with the email. Shady Rays got back to me on 7/13/2023 and said, "I apologize, but those shades are currently out of stock. Is there another pair from this collection you would prefer as your replacement? If your collection is completely out of stock, feel free to select a pair from another collection within the same price range." I chose to receive a model called Emerald Smoke from the X series. Since then, I've not heard from the company. I've emailed, called and messaged their Twitter account asking what the outcome is: are they going to ship the sunglasses I requested to me? How long does it take? I understand they're probably very busy, but it's been almost a month and I cannot get any response. I think they have ghosted me. Thank you for your help.Business response
08/09/2023
Hey *******
I am so sorry for the delay with your replacement and getting back to you. For some reason your response didn't come through to us so we have where we asked what you would like as a replacement and that's it. No worries though! I've got your replacement approved and have emailed you the link in that original email chain. I'm so sorry we miss you there. Please reach out if you have any questions!
Customer response
08/11/2023
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,
***** **********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
08/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered 2 pair of sun glasses from Shady Rays on 7/28/23. My order number ******* Calico II black out polarized. I paid $24.30 plus tax for the glasses. They don’t fit and I want to return them. The XSeries pair I received fits fine I would like to keep them. The company advertises free returns on their website. When I tried to return them it came up not unavailable for returns. I Received them on 8/5/23. I emailed the company and told them I wanted to return them. They responded it will take a couple days to reply. They sell the same Calico II glasses as a regular item for $54.00 on their website.Business response
08/08/2023
Hey there!
I'm not sure why it wouldn't allow a return when you tried but I've double checked everything and it should be working correctly now. Just visit our returns site, returns.************* and use your order number and zip code and you should be good to complete that return. Sorry for any trouble there. Also sorry for the delayed response with our team we're a bit backed up with unexpected volume but since I think we've got this figured out here I'm going to close your support ticket. Please don't hesitate to reach out to our team if you need any addition help!
Initial Complaint
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Their warranty department has been unresponsive for several days and seems unwilling to honor the terms and conditions of their written warranty with regards to a craftsmanship claim. I am simply wanting the replacement for the items owed to me under their warranty terms.Business response
07/17/2023
Hello,
It looks like the customer reached out to us on 7/8/23 and we responded with our auto reply letting them know we would get back to them. They responded to the email saying they were having an issue with our replacement site. One of our agents reached back out on 7/11 and asked for more information so we could process the claim manually, the customer did not respond to the message but did give us a 1 star rating on the ticket.
I will reach back out on that email chain but please let the customer know that we have reached out to them but not hear a response. When he sends over the info we need we would be more than happy to help!
Customer response
07/17/2023
Complaint: ********
I am rejecting this response because I sent a response in the email chain and provided pictures. Those were included in the original message I sent to the BBB.
Sincerely,
******* ******Business response
07/18/2023
Got it! I see now that our system blocked the email for some reason. I've approved the request and emailed a link in a separate email. Please follow that link to complete your craftsmanship claim. So sorry for any confusion and I am working with our IT team to figure out why your email was blocked. Please let us know if you have any questions!
Customer response
07/19/2023
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,
******* *********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
ordered 7 pairs of glasses they are not good quality so the day they were delivered i decided i wanted to return them. their web site says they will return before 30 days but the site wont accept 5 of the pairs. if this isnt resolved on their end i will be making a complaint through my credit card company as defective quality not represented properly on their web site.Business response
06/26/2023
Hello,
I'm not sure exactly what issue the customer is experiencing. They are within our returns window so they can just go to ********************* to get that set up. I see they reached out to out customer service team and we responded this morning with how to get their return started but if they are having trouble they can let our team know and we would be happy to help!
Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bough a pair of “Shady” Rays less than 3 weeks ago, and when I decided they were not gonna fit me, I issued my refund. Funny enough, there was an error generating the label, as well as AutoReply from their email saying my message was rejected because their mailbox was full. So much for a 100% refund within 30 days…Business response
06/26/2023
Hey there!
We had an issue with our returns system generating labels. We were working with them throughout the weekend to get the issue fixed. Return labels will be reissued today 6/26. If you have any other questions you can reach out to our team and we would be happy to help!
Customer response
06/26/2023
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,
**** *********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
06/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I shopped on the Shady Ray site. I decided to abandon the shopping cart and not make the purchase because the experience felt sketchy after they kept raising the discount. I had already given my phone number. 4 days later I got a dark web alert that the "Vendor of a major eyewear company" had placed my phone number on the dark web. Shady Ray was the only company I interacted with .VERY VERY sloppy data usage.Business response
06/06/2023
We spoke directly to this customer and the issue was resolved.Customer response
06/07/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *********
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17 total complaints in the last 3 years.
9 complaints closed in the last 12 months.