ComplaintsforROKA Sports, Inc.
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Complaint Details
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Initial Complaint
09/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Order prescription eyeglasses from ROKA. Lenses are progressives. Got the frames and they are fantastic, well made and no issues. The lenses are a bit off and seems like the close up part is not in the right place. Send ROKA three emails and no response. Tried the live chat today and was told it is not operating and also tried phoning. Message was that they cannot take calls and to leave my name and number. Glasses and lenses were not cheap, so a bit surprised at lack of any communication. Product was received August 26, 2023 and today is September 14, 2023 so seems to be within window of returns or exchanges. I just want to know if the lenses can be replaced or if I am on my own, but zero contact from ROKAInitial Complaint
02/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I received multiple spam text messages and emails from Roka advertising a Winter Sale.In addition, checked online and again, the wetsuits are advertised as discounted. When I went to check out, the item shows as list priced.I simply would like the advertised price... especially given the continued emails and text messages announcing the sale. This interaction has left an extremely bad impression of Roka with me.JBusiness response
03/23/2023
Business Response /* (1000, 5, 2023/02/22) */ Hello, My name is Alex, I manage the Customer Experience team here at ROKA. I checked in on this complaint, and have since found a solution for this customer. We recently had a sale that included sale pricing for our wetsuits. Certain sizes were on sale and others were not, and the correct pricing was reflected for each individual size. Our sale pricing stated that items were on sale "From $_____", but this was missed. The customer reached out and requested that we honor the discount on a size that was not on sale, and the Customer Experience rep that he spoke to denied this request. She is very by the book and followed the sale terms to a tee, for which I commend her. I do, however, understand how this may have been reflected as a poor customer experience, and therefore we worked to create a solution. We have since coached this rep on the issue at hand and sent the customer an invoice for the suit in the size he needed at the discounted price. We strive to provide the best experience for all of our customers, and as in cases such as this, we are happy to make exceptions to our rules in circumstances where they seem appropriate. Please let me know if there is anything else that is needed from me. Best, Alex Customer Experience @ ROKA (XXX) XXX-XXXX (text or call) *******@roka.comInitial Complaint
03/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On January 31st, I purchased a pair of prescription sunglasses from Roka Eyewear's website. I sent in the prescription and the prescription was confirmed. The purchase was paid for via a purchasing plan set-up through Affirm. After 14 business days, which is what Roka said it would normally take to process the order, I contacted Roka to see what the status of for my sunglasses. I received a reply from a CSR's named Marla and Heather stating that there was a delay (cause unspecified) and that the sunglasses would ship within a week of February 15th. It's been over a month since the order was made, and the sunglasses are nowhere to be seen. I emailed them about canceling both the order and the agreement with Affirm, but I was told that this was impossible. The first payment with Affirm was due on March 1st, but I refuse to pay for an item that has not been produced. I've contacted Affirm to let them know about the situation, but they are investigating it. I do not want the sunglasses any longer, and I do not think it's fair to start paying for this loan, go through a refund process, and have my money encumbered for weeks on end.Business response
04/04/2022
Business Response /* (1000, 5, 2022/03/09) */ We Were late in producing this customer's glasses. The customer was notified and sent a gift card to help with the delay on 2/15 (attached) and the product was delivered today: https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXX&trkqual=XXXXXXXXXX XXXXXXXXXXXX FX
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.