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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
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,
****** *********Initial Complaint
05/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 21st 2023 I submit a refund request for ORDER #******** I received the email below. f you’re still planning to send the return, please send your package back by May 19th, 2023, or your request will expire, and the return shipping label will no longer be valid. I received the email attached that the return expired two days earlier. I was at the post officer to return the item on the 18th but they closed out the return. I emailed they asking they to reopen the return request with no response.Business response
06/05/2023
Hello!
So sorry for the delay. Sometimes our labels don't update as they should, I have processed the return and refund and they should see that reflected very soon!
Initial Complaint
07/18/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchase a pair of shady ray sunglasses on July 11th got an email saying my order was on the way the tracking number is never updated beyond a shipping label has been generated have emailed shady Ray several times just to get a cookie cutter copy and paste response not able to reach them on the phone either the response keeps saying orders placed on 7-Eleven are going to ship today a week passes same thing happens same response so if they didn't ship on the day they were supposed to they're not going to ship till a week later on today then you get the same response week after week day after day with no resolution I am going to be contacting the attorney general to file charges against this company for fraud if my.glasses do.not.update with tracking information and get delivered to me within 48 hoursBusiness response
07/20/2022
This customer placed 2 orders under separate email addresses on July 11, 2022, selecting free standard shipping with a delivery estimate of 5-9 business days. Order ******* was confirmed delivered by USPS tracking on the 4th business day, July 15. Order and delivery confirmations are attached. Order ******* was confirmed delivered by USPS tracking on the 7th business day, July 20. Order and delivery confirmations are attached.
The customer reached out on July 16 to inform us that although order ******* said it was delivered, he didn't receive it. He also inquired about the status of the second order, for which the label was still in pre-shipment status. We asked that he wait a day to see if the missing order turned up and advised that we were working to get the other order re-shipped and still aiming to get it to him within the 5-9 business day delivery window. We set up a reshipment for the order that he reported was not delivered by USPS.
Tracking information for order ******* updated to show delivered on the morning of July 20, 2022. The customer again reached out to us to say it wasn't received.
He requested refunds for both orders, which we have provided.
Customer response
07/20/2022
I have not received the refunds to our credit cards as of yet. I will not consider this resolved until the funds are recovered back in my account only then will I consider this resolved. Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
****** *******Initial Complaint
03/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Shady Rays promises product replacement. I originally bought a pair of glasses from them in 2020. The polarization film on the glasses started chipping away. I received a replacement pair. They did the same thing. As of January 26th I requested another replacement pair. That order was never fulfilled for reasons unknown. I still have yet to receive the product that I originally paid for two years ago when I was promised a quality pair of glasses. Still cannot have this reconciled as recently as January 26th, 2022 when I was promised another replacement pair would be shipped. I’d like your help in holding this company accountable for me and other customers. I would like a full refund from the original purchase since they refuse to deliver a quality product and fail to send out replacements as promised.Business response
03/07/2022
Sorry to hear that you have had trouble receiving a replacement. Our records show that the last communication we received from you through your email address ************ was 7/11/2020 when we sent out a replacement pair. I do not see any more recent communication or requests for replacement under that email, or the original gmail.com address that was used to place your order.
Replacement requests can be submitted at wegotyou.shadyrays.com. For issues that are not a result of normal wear and tear, such as yours, you would select Craftsmanship Claim and fill out the manual request form. If you've already done that, it seems you may have used a different email address as we weren't able to locate anything new under either of your emails that were used in the past.
I've gone ahead and emailed a replacement approval link to you. You may follow that link to complete your order for a totally free replacement under our limited lifetime craftsmanship warranty. Please don't hesitate to contact our team if we can help further.
Initial Complaint
08/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a pair of sunglasses from Shady Rays midway through July. The order number was *******. I had numerous conversations with **** from the company, who promised multiple times to have the order shipped back out to me ASAP. After a month and a half of waiting, I still have no received my order and am now being told that the item I purchased is currently sold out and cannot be provided to me. This is unacceptable.Business response
08/30/2021
Hey ****! We are so sorry that happened with your order. We had a few shipping issues with the Postal Service this summer and our items going out of stock. We are so sorry for any inconvenience that was caused by this. It looks like our team has refunded you for that purchase. If you have any questions please let us know. Again we are sincerely sorry for the trouble with your order.Initial Complaint
08/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 6, I ordered some sunglasses from Shady Rays. I then canceled my order before it shipped but after my card had been charged. I then needed to place a second order and was charged for that as well. After placing the second order I canceled the first order. I got a confirmation email from them saying my order was canceled but never received the refund from them. I reached out to them Aug 9. They said they sent to refund to my bank on Aug 6. And reach out to my bank. Today Aug 13 they are now telling me they sent the refund to my bank Aug 9 and check with them.Business response
08/30/2021
Hey Ted! We are so sorry you are having that issue with your canceled order. According to our records your order was canceled and refunded on August 6th. We do see that they can sometimes take a few days to process depending on your banking institution. If you still do not have those funds we would be happy to provide documentation to show your bank that it has been processed on our end. If you have any questions please reach out to our team and we would be happy to help!
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Customer Complaints Summary
19 total complaints in the last 3 years.
11 complaints closed in the last 12 months.