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:04/01/2025

  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.

  Hello, I am emailing to report an issue with my order *************** My order was supposed to arrive but never did; we checked with neighbors and they did not see it please advise what can be done we were waiting We would just like a refund because we have been waiting for this order

  Business Response

  Date: 04/01/2025

  Hi ******!
  
  I received your complaint about order **************, and I'm so sorry it never arrived I know that's disappointing, especially after waiting. Thanks for checking with your neighbors too.

  For further details, I'd like to look into this for you right away. I will email you privately to discuss the situation and ensure a prompt resolution.
  
  Best regards,

  ****** 

   

• Initial Complaint

  Date:12/26/2024

  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.

  This company are fraudsters, especially the manager ******. I placed my order ************* on 2024/11/06 07:17. The tracking hasn't moved since November 23rd and now have the nerve to place the blame on the Canada Post strike when I ordered before the strike was thought of. DO NOT ORDER FROM THIS COMPANY! ****** emailed me on December 15th ********************************* for a refund for the order that I placed almost two months ago. ****** changed the invoice from $320.40 to $267, promising discounts that I haven't seen since he first emailed me on December 13th. They haven't refunded a single *****. No one should have to wait this long for a pair of glasses especially if it cost over $300. WHY LIE?!

  Business Response

  Date: 12/26/2024

  Hello *******,
  
  Thank you for providing feedback. I am sorry to hear that you are concerned about your refund. 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: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [they said they refunded but didnt 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* **
  
  
  
  
   
  

  Business Response

  Date: 01/02/2025

  Hello *******,

  I hope you're doing well today.

  I'd like to inform you that based on the proof provided by our finance, you filed a dispute for this and you were able to claim the funds. However, since you mentioned that you still haven't received the refund, I highly suggest contacting your bank and inform them to provide a letter of non-receipt with their signature, so we can investigate what happened to your refund.
  
  Regarding the parcel, I'd like to inform you that our courier confirmed that it was indeed delivered to you. Therefore, we'll need your cooperation in returning this item as you also received the amount you paid for this item.
  
  I'm counting on your cooperation in this matter.

  
  Best Regards,
  ******
  

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company are scammers and are borderline harassing my personal email, they know I havent received the refund with proof from my bank that Ive given them on multiple occasions, theyre looking for more money and its pathetic. Waiting over two months for a pair of glasses and my bank already advised me to stop communication with them due to theyre uncooperative behavior and lying based on evidence theyve provided during the dispute.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* **
  
  
  
  
   
  

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service 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 ordered sunglasses with a prescription from smartbuy previously, and have ordered another pair recently with the same prescription. These new ones make me dizzy and feel completely different from the ones I have. I confirmed my prescription, sent a photo of the sunglasses, and a photo of myself wearing them, which I was not comfortable doing. Despite this, they continue to be condescending in telling me if I do not send a photo of myself that they assume I will send them back and get a refund, but cover the shipping. I am wanting the entirety of the order covered because these do not meet the standards of what they are offering- eyeglasses that WORK. I even ended up sending a blurred photo of myself wearing them, which I expect will get me nowhere. Feels like they are just beating around the **** and have no interest in providing a full refund including shipping. If you dont want to give a full refund including shipping, then provide quality glasses that dont cause dizziness and discomfort. Clearly this is an issue with the company if I literally have another pair from them that does not cause the same issues.

  Business Response

  Date: 06/18/2024

  Hello *******,
  
  I hope you're doing well today. My name is ****** and I am the Service Manager at SmartBuyGlasses. 
  
  Thank you for your honest feedback. I see that your having issues with the prescription lenses. I know you're disappointed as it has the same details as your previous order and yet the new one makes you dizzy. I'm ready to step up and resolve this the right way.
  
  As to the requested photos, I understand how uncomfortable it may seem. But I assure you that it will only be used to assess the issue and it will only be used for that purpose. You can check it in our Privacy Policy *****************************************************;
  
  About the postage fee, your satisfaction is my top priority, we'll make sure to cover this for you.
  
  For more information about our returns policy, please visit *******************************
  
  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,
  ******

• Initial Complaint

  Date:04/29/2024

  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.

  ************ is posted on ******************* at the checkout screen as a way to entice customers to enroll in their optional insurance which promises a 15% discount on the selected eyewear purchase in conjunction with a coupon code. Upon seeing this, I proceeded to enroll in ************ to obtain my discount. Shortly after enrolling, I received my member information and tried to proceed at the checkout screen of ******************* only to find out that the insurance will not work at all on the website! Yes, that is correct.. Its LISTED on their website AT THEIR CHECKOUT SCREEN to use as insurance to obtain a discount and upon much back and forth with the representatives at both companies, their official stance is that it DOES NOT WORK and that they WILL NOT HONOR IT. I have my chat transcript with ******************* as well as my phone conversation with the representative from ************ and I have also saved screenshots from their sites to demonstrate what the claims were at the time I was attempting to make the purchase and give these companies my business. This is an example of a bait and switch. The insurance was only $12 for the year vs. 15% of what my glasses would be at checkout. Seeing the insurance price for only $12, it seemed like a value and made sense to enroll to take advantage of the additional 15% savings. Enrolling with this company was a complete waste of time and yielded me nothing but aggravation and having to demand a refund from ************ because the discount would not apply to my purchase. Because of my experience, I would proceed with caution if you chose to do business with either company.

  Business Response

  Date: 04/29/2024

  Hi ****,

  I understand your frustration as you cannot avail the 15% discount which ****** offers. There must be a confusion regarding this and upon checking, there are only three participating providers for this 15% discount and SmartBuyGlasses is not one of them. I'd like to discuss and rectify this issue with you. Please wait for my private message.

  Sincerely,

  *********

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though I find this resolution to be unsatisfactory, I view the matter to have been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/22/2024

  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.

  Apr 4, 2024, 10:30PM Order number ************* They sent me COUNTERFEIT item from *********. This is totally fake item. I live in ***. I compared oem glasses and the item that smartglasses sent me . its totally fake. and they do not admit. also They do not provide my return shipping label. I talked with randolp engineer they told me they are not authorized seller but they smartbuyglasses told me they are authorized seller which is not true, I m looking for full refund I m willing to ship back this fake sunglasses.But I do not wanna spend money on it. because item is not as described. its fake item.

  Business Response

  Date: 04/22/2024

  Hello ****,

  I understand your concern regarding the item you received. Please be advised that we do not sell counterfeits and I am happy to confirm that our products are 100% authentic as we source them through an authorized supplier of the brand or directly from the brand. You may check the information at ******************************************************
  

  As for your ******** Engineering Aviators, we sourced them through an authorized distributor. Also, Also, please be advised that we have several Logistics Centers located around the world. However, we ship from ******** or from *****. This information can be read at ***************************

  Lastly, you can check our returns policy at ********************************

  Here at SmartBuyGlasses, we strive to provide the best experience we can for our customers. I genuinely apologize for the inconvenience this has caused you. We take our customers feedback very seriously so I will be contacting you shortly to help resolve this issue.
  
  Sincerely,
  *********
  
  

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have returned item 

  **** Tracking number ************************** 

  PLEASE complete my refund.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 05/20/2024

  Hello ****,

  I understand your concern. However, we have already processed your refund. We also sent you proof of refund that we have already refunded your ****** account.

  One of our phone representative will contact you within 1-3 hours to discuss this matter.

  Sincerely,

  *********

   

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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.

  Was unable to get my prescription lenses in the frames ordered from them. I returned them and has 40 email communications regarding refund no refund has been issued. Thank you

  Business Response

  Date: 02/27/2024

  Hi ******,

  Thank you for reaching out to us regarding your recent experience with your prescription lenses order. I apologize sincerely for any inconvenience this situation has caused you. Your satisfaction is of utmost importance to us, and I want to assure you that we are committed to resolving this matter promptly.

  Let me help you with this concern and kindly wait for my private message in a short while.
  
  Sincerely,
  Elveen

   

  
  

• Initial Complaint

  Date:08/21/2023

  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.

  What a horrible company. I ordered glasses from them on the 12th of August and was told they would receive them in ***** by the 25th and then send them out (another 15) days?I have questions about the authenticity of their Balenciaga frames coming from ***** and should have known better.I encourage anyone buying designer frames to have the serial numbers checked. Authentic eyeglasses all have them I asked them for a receipt for my $297 purchase and they told me they could not give me one until the glasses shipped? Since when do you not get a receipt for a purchase?DO NOT BUY FROM THEM I want a refund

  Business Response

  Date: 08/21/2023

  Hello *****,

  I am terribly sorry to know that you have concerns about your recent purchase, and I really appreciate your honest feedback. Processing times may vary as some are in stock and some need to be sourced from a supplier. These are also advertised on our site. 
  
  You can find the information at ***************************************************************
  
  Please be advised that we have several Logistics Centers located around the world. However, we ship from ******** or from *****. This information can be read at www.smartbuyglasses.com/faq

  Also, please be informed that we do not sell counterfeits and I am happy to confirm that our products are 100% authentic as we source them through an authorized supplier of the brand or directly from the brand. You may check the information at ******************************************************

  As for the invoice, I hope you understand that we can provide it only when the order is shipped.

  We would like to discuss this with you and help you resolve this issue. One of our phone representatives will call you in 1-3 hours. Please keep your lines open.
  
  Sincerely,
  *********
  
  

  Customer Answer

  Date: 09/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/20/2023

  Type:Sales and Advertising 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.

  On March 22. I ordered 2 pairs of glasses totaling $563.20. When I received both packages. Shipped separately. The glasses and the prescription lenses were missing. The case and the clear lenses were in the box. Both packages had tears in them. I contacted Smart Buy Glasses the day I picked them up at the post office. I contacted them via email of the issue. And still to this day they are asking me to keep waiting an additional ***** hours. I contacted them on April 10. At this point I want my money back and I wont do business with them anymore.

  Business Response

  Date: 04/20/2023

  Good day!

  We are sorry to know that the glasses are missing from the package. We have checked the case and we see that our Logistics Team has already coordinated with the courier and since the package was delivered by ***** we are unable to submit a claim. In this case, we'll contact the customer and proceed with the Lost and Claim procedure. Once we receive the signed Lost and Claim form, we will provide her with resolutions. We'd like to assure the customer to help her with her concerns.

  Sincerely,

  *********

   

   

  Customer Answer

  Date: 04/21/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/16/2023

  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 bought prescription glasses and gave them correct prescription info. Glasses came in, the legs were to wide and the glasses fell down my face. More importantlyI could not see thru the lenses. Everything was blurry. Tried and tried to get them to take them back but they wouldnt let me send them back. All kinds of excuses. I didnt order the right size (u cant order a size for the legs), have to wait and let my eyes adjust etc. etc. It drove me crazy! In the meantime I needed my glasses. I ordered the EXACT same pair of glasses with the EXACT same prescription from another company and they came in perfect. I tried to return the glasses within the 30 day return policy and they just wouldnt let me. Emails went back and forth for several weeks! They finally said I could return them but wont give me a call tag or return address. They say they dont pay for shipping and they want me to return them and pay for shipping which I wont do for a defective pair of glasses. I filed a dispute with **** and they still wont cooperate. Smartbuy is a horrible company, wont honor their return policy and try and MAKE u keep a defective pair of eyeglasses. They are basically keeping me hostage. They are a fraudulent business and they need to be stopped.

  Business Response

  Date: 03/16/2023

  Hi *****,
  
  I'm really sad to hear that you have concerns about your item and with the prescription lenses as well. I have noted your sentiments and deeply regret the inconvenience this has caused you. Please be assured that we consider our customer's feedback as valuable inputs in our efforts to continually strive to serve our customers the best way we can.
  
  
  For more information about our return, please check it here :**********************************************
  
  I will be in touch with you shortly to discuss this and make sure to resolve the issue in a timely manner.
  
  
  Sincerely,
  ******

  Customer Answer

  Date: 03/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****************
  
  
  
   
  
  

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising 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.

  On September 28, 2022 I bought a pair of *************** eye glasses from SmartBuyGlasses. I received the glasses in October and 1 month later the arm of the glasses fell off. I contacted Smartbuyglasses to have them replace them as per their warranty and they didn't send me the replacement until the end of December. After receiving the replacement the same exact thing happened were the arm fell off from regular usage on January 26. I contacted Smartbuyglasses again and requested a refund as the glasses quality was below par. I also contacted *************** to see if they could help me with a warranty and they told me no because Smartlybuyglasses is not an authorized dealer. I think Smartbuyglasses' practices are deceiving as I had the glasses for 60 days total and the arm fell off 2 times. I also think that they are not authentic as I have had bought *************** frames in the past from authorized dealers and have never had any issues with quality. I requested a refund since there is a 100 day refund but they said since the glasses had been replaced by warranty they wouldn't issue a refund. I had to buy another pair of glasses from a reputable US based glasses company which I have received and have had no issues with.

  Business Response

  Date: 02/24/2023

  Hi *******,

  
  I am truly sorry to know that you have issues again with the item you ordered and I can understand that it is frustrating since it happened twice. Please do accept my sincerest apologies for the inconvenience this has caused you.
  
  For more information about our warranty policy, please check it here : ***********************************************
  
  Here at SmartBuyGlasses, we all make sure to attend to our customers concerns right away. 
  
  I genuinely apologize for the inconvenience this has caused you. We take our customers feedback very seriously so I will be contacting you shortly to help resolve this issue.
  
  Sincerely,
  ******
  

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   
  

  Hi, 

  I am writing because the merchant told me they were going to give me a refund, have claimed they did refund me, and I still have not received a refund. They contacted me via email - using the BBB complaint reference in the subject line so I was under the impression that we were communicating via BBBs messaging system. When I just checked my junk I saw there were messages from the BBB system that I had never responded to - the last one on March 7th saying the case was closed as I never responded. 

  The merchant sent me a screenshot of the settlement with PayPal but I just spoke to PayPal and they informed me that the merchant did not refund me the money but the money that was is the settlement chargeback are the funds they froze while they were waiting for a response from my financial institution about the dispute I entered. I have also not been refunded for the shipping cost to send back the 2nd product but I received the refund for the shipping costs to return the ***********. I have attached a screenshot of my PayPal activity with the merchant. If needed on your side, I am waiting for a copy of the statement from PayPal. 

  Please let me know how this case can be reopened. 

  Best, 

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

   

  
  

  Customer Answer

  Date: 04/21/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************* *********