Oakley Inc

Review: I sent my sunglasses back to oakley for a warranty repair, after I was told the lens were in stock. For 2 weeks, I have called and emailed and I keep getting different responses. I have no idea as to where my sunglasses are or when/if I will get them back or a new pair. Today, maria told me that they were working on my claim in the back office and promised to send me an email with a status. No email was sent. No call.Desired Settlement: Replacement sunglasses with new pair

Business

Response:

Hi,

This order has shipped on 8/27/2014 and should arrive to the customer by the 30th. We replaced his lenses for him at no charge. if the customer has any questions, he can call me directly at [redacted].

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The delay and run-around I received from Oakley is not acceptable. It should be documented on the times I called and the responses I received. It was only when I took to Twitter that my glasses then immediately shipped. In fact, I have an email from Oakley stating that they would replace the glassed with a new pair of 5-squared, then apparently took that offer back. Each time I called, I received a different response. The delay and lack of information is not acceptable. To resolve my complaint, I request that Oakley send me a new pair of sunglasses or a voucher for a new pair that I may use at the local store. Oakley is a good company, and it should have done a better job in this case. I am a consumer, and I feel I deserve to be treated a little better and management not hid behind CS reading a computer screen.

To make this right, offer me a pair of high-end glasses at no charge, Oakley. Thank you your time, and I hope to resolve this matter quickly.

Regards,

Business

Response:

After looking further into the situation I can see that the customer was offered a new pair instead of just new lenses. At this time I will go ahead and ship a new pair no charge of the same style. We currently have this pair available OO9238-06 which is the Fives Squared Polished black frame with black iridium polarized lenses. Please let me know if this will work and I can get them shipped out to you. this is the only offer we are able to do at this time.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Please send the new glasses to me via overnight mail to:

Upon receipt of the new glasses, I will consider this matter amicably resolved.

Thank you.

Regards,

Review: Absolutely terrible customer "service". Oakley has been deliberately ignoring my complaints for months.

These orders were originally placed through the Oakley website. I think this item may be a custom M-Frame.

I purchased 3 lenses: black, orange, and yellow. The frame is an M-Frame, and it is made in the USA. I noticed that the yellow sun-glass lens has cracks in the upper corners where the lens meets the frame. Please see the attached photos.

The lens in question has never been subjected to any trauma. But apparently the force from the lens' staying in the frame caused enough damage for the lens to cracks in the corners. I have uploaded photos of this damage...I'd consider the build quality to be quite poor relative to the other glasses and goggles that I own from other manufacturers.

Why can't the technicians at Oakley already determine that it is a common defect that is located where the lens interfaces with the frame on both sides of the lens and at the maximum point where the lens is stretched? I mean, shouldn't this be obvious? It is too much constant force over time. The lens just simply cannot take the pressure anymore. And that's why the lens developed these pressure fractures at the points of the most stress to the plastic lens. How could Oakley not already be aware of this before production? Isn't it just intuitive? Obvious? It's not like an obese person sat on these sunglasses in order to break them. Please also be aware that none of the lenses were ever subjected to any trauma. They were designed to be inferior. I checked my other lenses and noticed the same issue. This is unacceptable for the price. Please see the attached photographs.

It is a manufacturing defect. I have purchased several different iterations of the same frame and the same lens. All but one are experiencing the same defect. These glasses have not been subjected to any trauma whatsoever. When products are poorly designed - as in this case - it takes time to appear.Desired Settlement: Why must I send the lens or frame or both the lens and frame in to Oakley, but I will not be guaranteed to receive anything in return? That doesn't make any sense. I refuse to do this. Please do one of the following:

(1) Please issue a full refund by check for all three frames and the three lens. Once I receive the check and cash it, I will return the three defective frames and the three defective lens.

OR

(2) Please give me a gift card for Oakley worth the original value of all three lenses and the three frames.

AND

(3) I refuse to accept replacement lenses and frames of the same design because they are not designed properly, and the material cannot withstand the pressure over time.

In all, I suspect that the pressure fractures developed because too much pressure was applied to the lens when the lenses were kept within the track on the frame. I've never owned a pair of sunglasses that applied so much pressure to the lens at all times.

Business

Response:

We have responded everytime to this customer about his claim. Per our warranty policy, all items need to come in for an evaluation from a trained technician. The customer is refusing to do this, so we are unable to determine if his issue is a Manufacturers defect or not.

If the customer would like to send in his glasses for evaluation I can send him a prepaid label. If he is still unwilling to send them in, there is nothing more we can do for him.

He can reach me directly at [redacted] or [redacted]

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Where has Oakley ever guaranteed that I'd receive the glasses back or that they not be damaged further during testing? As I explained before, the defects are not due to end user error. These are defective products.

Regards,

Review: Good evening everyone,

I'm having serious problems with the site oakleyvault.com . First I made my first purchase 12.04.15 Day site worth $ 71.92 , but canceled a few items. Only received $ 34.97 in products but charged in pre -paid card the amount $ 71.92 and Havent !

Now I made a purchase of R $ 323.15 Reais BR and NOT contains the order on the site , gave error at the time of payment and was discounting the value of my super Prepaid card and received no email from Oakley . TENSE . I need help and too because so far checked the super proof that was not repaid the first and they are not answering emails beyond falare me not to be sent or not the clothes . Please help me.

Business

Response:

Hello,Order # [redacted] (eight items) was placed on 04/12/15 for $71.92. Only three of the eight items shipped on 04/13/15 via DHL (tracking # [redacted]) and delivered on 04/17/15. The three items that did ship was for a total of $34.97.When an order is placed, a pending authorization will be placed onto the customers account. Once the order ships, the pending authorization will convert into an official charge. In this case, the customer was only charged for the items that were shipped. If the pending authorization did not drop from the customers account prior to the official charge, they would see the two transactions. The pending authorization should have dropped within 3-5 business days from the date of purchase. If it has not, the customer would need to contact their financial institution for further resolution.Thank you![redacted]Customer Care Supervisor

Review: I purchased sunglasses on Aug 29th 2014 near Rehoboth Beach DE and was told by the sales person there was a 1 year warranty. I asked if it was for manufacturer defects only and he said NO. I had an accident over the weekend which broke my glasses. I called Oakley and was told the the couldn't do anything but offer me a 25% discount on new glasses. I spent around $100 for the glasses and with the discount my new glasses would be $160.Desired Settlement: $100 refund or replacement

Business

Response:

Hi [redacted],

Review: On Saturday 2nd August at 2pm I visited the Las Vegas Oakley Vault, 855 South Grand Central #1550 in North Las Vegas Shopping Centre, Las Vegas, NV. 89106; to purchase a pair of crankcase matte black w/ice ir sunglasses ($59.50 excl tax) and proven mx fire skull sprocket ski goggles ($70.00 excl tax). The shop assistant presented a portable hand held devise to transact the payment and swiped my credit card on his machine in the sum of $139.99. When I requested a receipt, I was advised it was not possible as something had gone wrong with the shop system, and was advised it would be necessary to swipe my card again to provide a receipt, which was done and a receipt provided; receipt details Store: 022, Cashier: [redacted], Receipt: [redacted].On checking my account on Tuesday 5th August I noted the sum of $139.99 had been debited twice by Las Vegas Oakley Vault. As I was staying at the Luxor Hotel, Las Vegas, NV I approached the concierge and asked them to speak on my behalf to Las Vegas Oakley Vault to explain the situation, the store requested I returned with my receipt and proof of the duplication of the transaction, so that the mistake could be rectified. Due to time constraints, the only means of getting to the store quickly was to take a taxi from my hotel to the store at a cost of $25.00. On arriving, I asked to see the manager and was advised that the manager was not there, a lady introduced herself to me as the shift supervisor. I duly presented my receipt and showed her my credit card details on my iPad and following some discussion she agreed to refund the sum of $139.99 to my credit card; return receipt Store: 022, Cashier: [redacted], Receipt: [redacted] As of the 06/08/14 funds have not been credited to my account. Following refund of the $139.99, I asked if, taking into account that this issue was the fault of the store, and that I had incurred significant cost (and inconvenience) whether the store would reimburse the cost of the taxi fare to and from my hotel -$50.00., I was advised by the store supervisor, "we don't do anything like that, so no"; I was not happy with this lack of customer service as it was one of the stores employees that caused the issue and not myself. I requested contact details for the stores head office to make a formal complaint to which she replied "I cannot give you those details." I explained that I did not think this to be good business practice and that I would be making a formal complaint. Having made further enquiries of sales outlets at the Mandalay Bay Shoppes, it was intimated to me that 'double swiping' is a 'known' issue at the outlet stores, this in conjunction with the stores' refusal to provide details of their head office and being unable to obtain appropriate details from the web site Oakleyvault.com which appears on the receipt gives me cause for concern. I will be able to provide copies of receipts and credit card statements following my return to the UK if required. I will also advise you if and when my account is credited with the sum of $139.99. Should you require any further information I can be contacted on [redacted] or [redacted]. I should be grateful to receive acknowledgement of this e-mail and look forward to hearing from you.Desired Settlement: DesiredSettlementID: Refund

Account credited with $139.99 (to date not received) and a refund of taxi fare $50.00

Business

Response:

Hi -

I forwarded this complaint over to our Retail department to resolve with the District Manager in the area and provide a refund to the customer. If the customer needs to rach me directly, my number is [redacted].

Thanks

Review: A few months ago I went into my local Oakley dealer, who I have purchased all of my sunglasses from, to see about replacement lenses. I had two pairs of Oakleys, Gascans and Plantiff Squared, that needed new lenses. Now I had researched online replacing lenses. I had found how to do it and also that several more affordable "knock off" options were available. I LOVE my Oakleys and the lenses so I didn't want to cheap out. I asked my guy to order new lenses for both. He calls Oakley and they agree to send new Gascans but refuse to send lenses for the Plantiffs. They have some "policy" for that particular pair that require you send them into warranty. Super annoying because it's literally 2 screws and they pop out. The glasses are still in great shape they just need some new lenses as mine had minor scratches that I didn't care for. So I agree to send them into warranty. Now I'm standing next to my guy the whole time he's on the phone with Oakley. We get the correct address (we double check), we get the correct warranty # on the box as they requested (we double check) and I personally mail it and get a tracking # for it. We're told it could take 8 weeks. 8 to 9 weeks later I pop back in and the dealer doesn't have them. He calls and they "never received them" they accuse the dealer of sending to the wrong place, maybe the post office lost them, anything but it's there fault. We pull the tracking information and email Oakely with no response (we had sent to the right place, they received it 4 days AFTER we mailed it) So now I know they are lying about not getting them. My guy calls Oakley, did you get the email, yes they did but "we wrote the wrong warranty # on it"......BULL[redacted]....I was standing right there and he double checked. So NOW we're being told they don't have any lenses, they put a back order in for them and return "if they get any in". Oakely has Plantiff squared in stock but wont mail me new lenses or a new pair!!! This is ridiculous!Desired Settlement: All I want are my glasses back! I've loved the customer service I have received in the past form Oakley but this is ridiculous. Is this the treatment I get for being a loyal customer and requesting the quality lenses that only the company can provide me instead of installing knock offs like everybody else I know? I mean seriously. The company has lied about everything concerning returning MY glasses that I paid A LOT of money for and now they can't take care of me and drop some new lenses in and rush ship them back to me. And if you don't have lenses....SEND me a new pair identical to mine....you have them IN STOCK on your website for crying out loud. I mean seriously is that too much to ask for the lying and poor customer service I have received so far? Do you know how many Oakleys I've bought over the years? Don't take my word for it call my local rep. It's unbelievable. Have some respect for your loyal customers instead of shoving them in the corporate wheel and spinning.

Business

Response:

This issue was resolved with the customer back in September.

Review: My local authorized Oakley retailer ordered me a pair of sunglasses from oakleys website almost two months ago. My retailer called me the next day and told me the particular sunglasses were on back order and Oakley would not supply a ship date. Two weeks later I contacted Oakley via email asking for a ship date. Unfortunately they told me to call my retailer. My retailer told me Oakley doesn't supply a ship date, but only a statement saying they're on back order. During the past month, I've communicated with Oakley via email. Each time they don't offer me any resolution, only to contact my local retailer. I've been a loyal Oakley customer for 20+ years and have never had an issue like this. I simply want my sunglasses and an explanationDesired Settlement: I would like my sunglasses shipped to my retailer and an explanation as to why this process has been so outrageously difficult. If you can't supply your product, then don't place it on your website.

Business

Response:

We have contacted Mr. [redacted] in regards to his situation. Our goal is to ensure our customers are 100% satisfied with our product and our services. We apologized for the delay in receiving his order. Provided an update today (1/20/14) advising his order has shipped to the dealer and it is scheduled to arrive this week. Also due to the delay we have offered a discount towards a future order from Oakley direct.

Review: I bought an [redacted] ski pants from Oakley in December of 2014 from www.oakleyvault.com for $150. Thought I got a good deal since the original price was about $320. When it arrived, the outer layer of the fabric was extremely thin, maybe as thin as a piece of paper. I was hesitant at first, but Oakley is a reputable sport brand so I went with it. After 2-3 times of usage, the fabric near the right zipper began to tear and the tear was continuing to expand even without using. I called customer service to return it and they were swift and polite with the return procedure. After they received the return product they sent out an email to let me know and stated they would contact within 15 days. After roughly 20 days without hearing back from them, I decided to send them an email to check up the status. They called back the next day saying they are unable to do anything due to the wear and tear of the product. I called to explained that the wear and tear on a product with MSRP of $320 shouldn't be wear and tear after 2-3 times use, then they said it was probably got scratched up from something. I explained during those trips, I did not feel anything scratching against the pants and if something that would tear a hole in the pants I would have felt it and with a paper thin fabric, honestly the snow can scrape the layer off the pants without the user's noticing. I was extremely disappointed in this Oakley product since the Material label gore tex and designed for the rough sport with a paper thing material.Desired Settlement: Would want to get different ski pants with different material.

Business

Response:

Complaint # [redacted]The customer submitted a claim four months after the product was purchased. The product was evaluated and was deemed as unwarrantable due to wear and tear. The customer was contacted via email and offered a 20% discount on Oakley Vault as a one-time courtesy.

Review: I purchased a pair of sunglasses listed on sale online on Tuesday, 01/12/16. I selected 2 Business Day delivery. The order confirmation page status displayed 'In Progress'. I checked the page in the following days and the status never changed. On Friday, 01/15/16, I called customer service to ask when I should expect delivery. The agent informed me that this was a discontinued color of frame for these sunglasses. I requested that they fulfill the advertised sale with a different color frame at the same cost that I had agreed to pay. I was informed that they would not honor the sale price but if I wanted to pay full price for a different color they would be glad to help me. This experience just struck me as a 'bait and switch' scam. If this was a discontinued product and had sold out it should have been removed from their web page when the last item had been sold. Also, there was no attempt to contact me by email or phone call to advise me of the product being sold out. I had to place a call inquiring about delivery date before they attempted to upsale me to another product. Seems borderline illegal to me, but at the very least an alternate product at the promised price would have been acceptable.Desired Settlement: I expect nothing... however the company offering an alternate product that I approve of at the previously agreed upon price would be desirable.

Business

Response:

Hi [redacted],

Review: I bought these sunglasses in July and they look like they are 20 years old. The lenses scratch if touch them. This pair isn't worth what I paid I buy ten dollar glasses that are better than these. When I first purchased them I was told they would be warranted and that was a lie.Desired Settlement: Replace them or refund the money I spent.

Business

Response:

Hi - I spoke to the customer and we are going to resolve this issue for him. Thanks, [redacted]

Review: I bought a pair of Juliet and Minutes from Oakley a while ago. I have broken/bent them in the past and Oakley would repair/replace them for free as long as I paid the shipping and handling fees with their lifetime warranty on the frames. My frames on my Minutes are starting to peel and my Juliet nose center where their is rivets has become extremely wobbly. I called Oakley to have these repaired and they are now telling me that the lifetime warranty never existed which can't be as they changed my frames previously throughout the years. Oakley is charging me $35.00+tax to repair my Juliet and $90.00 + tax to replace my Minutes with a different model as they do not make the Minutes anymore. I have sent in my both my sunglasses for repair or replacement as I can't wear my Juliet's because they fall off my face and and my Minutes peeling bothers my nose.Desired Settlement: My desired outcome would be for them to keep honoring their warranty as they have done in previous years and Not charge me for the repair of the Juliet's and Not charge to to replace the Minutes with a new pair as they were both always covered.

Business

Response:

This complaint is for the Canada office. I have forwarded this complaint to the Canada General Manager [redacted] to reach out to the customer and resolve the issues.

Thanks,

Review: Recently I sent in two pairs of Oakley sunglasses, out of warranty, for repair. I was told that one of the pairs was discontinued and there was nothing that could be done. I decided to continue with the repair of the other Juliet sunglasses and provided my billing information. I received both pairs of sunglasses returned as is, no repairs done, no charges. I again sent in the Juliet sunglasses for repair and lens replacement, was promised ASAP repair with return overnight shipping. The Juliets were returned to me via regular ground shipping - with the repair done - however no replacement lenses that I was charged for. This ordeal has lasted over 2 months, and I am currently awaiting the arrival of the replacement lenses.Desired Settlement: No settlement needed, Oakley is working to rectify the situation however slow it may be.

Business

Response:

Hello Mr. [redacted], we apologize you are experiencing issues with our service. Our goal is to ensure our customers are 100% satisfied with our product and our services. We are in the process of resolving this issue and we'll provide additional updates once its available.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I have spoken with a customer services representative today and they are working diligently to resolve the issue/dissatisfaction. Thank you for your support.

Regards,

Review: I unsubscribed from Oakley Standard Issue on June 18, 2014 via email. Since unsubscribing on June 18, I continue to receive promotional emails from the company (01 JUL 14, 15 JUL 14, 22 JUL 14, 14 AUG 14, 19 AUG 14). On 16 JUL 14 I spent 20 minutes on the phone with a representative from Oakley discussing this situation, and begging to be removed from their email list.

To date I have sent Oakely Standard Issue 3 documented requests asking to be removed from the mailing list, and invested 20 minutes into a telephone call.

The emails are being sent to [redacted].Desired Settlement: Remove me from Oakley email list. Do not send me any more emails!

Business

Response:

Hi,

I apologize for the inconvenience this has caused. I have confirmed that yesterday we removed you from all emails lists. You should not receive anymore from Standard Issue.

Thanks,

Consumer

Response:

I have been bombarded with advertising emails from Oakley or Oakley Standard issue since August 2015. I contacted the company several times via email and phone, requesting to be removed from their mailing list, but I'm continuing to receive the emails twice weekly. I had this problem in 2014 as well, and I had to go through the Revdex.com to get the to cease sending me advertising emails. The email address they are sending the emails to is: [redacted].s.[redacted]@mail.[redacted]Please STOP sending advertising/announcement/etc. emails to [redacted].s.[redacted]@mail.[redacted] Please do NOT send any emails from OAKLEY or OAKLEY Standard issue to [redacted].s.[redacted]@mail.[redacted]

Business

Response:

Hi [redacted],

I am not sure why you started receiving emails again, but I have had the email address removed again. Please allow 3-5 business days for this to take effect.

Feel free to email me directly if this persists at [redacted]@oakley.com

Thanks,

Review: Recently, I returned from a deployment to Baghram AB, Afghanistan. One of the treasures from home that I took with me was an Oakley Warrant Infinite Hero edition wristwatch that my wife purchased for me approximately one-year ago through her military Standard Issue account; through this military based web-site she paid approximately $500 for the purchase.

While I was deployed, I realized that my wristwatch had begun to cloud up as if it had water inside, and knowing the only place it had been was during bathing. However, according to Oakley’s care instructions under “Water Exposure: Rated at 10 bar hydrophobic, the timepiece may be worn during bathing, swimming and shallow diving.” Unfortunately, while I was deployed, I did not have the means available to contact Oakley or have the assurances available to ensure I could mail my watch without it being lost or stolen in an effort to have it examined.

Once I re-deployed back to my home-station, I contacted Oakley and informed them of the problem I had experienced. After following all the preliminary steps established by Oakley and forwarding them photos of my damage (Claim #[redacted]) before they would be willing to look at it at their office, they subsequently sent me a pre-paid label to have it shipped via United Parcel Service (UPS) to their location.

After approximately one-week of being examined, I received a telephone from the Oakley’s repair shop, and they indicated that my watch had gone out of warranty “the month before I called” and it would cost approximately $550 to have my watch repaired. According to the representative they “pressure tested my watch and the only thing they could diagnose was the dial must have not been pushed in all the way.” Not only is this untrue, because I take great pride in taking care of my timepieces, but insulting to insinuate that I’m irresponsible by not ensuring the dial was pushing in all the way, thus my water damage would not be covered. Additionally, the representative informed me that they don’t cover water damage under any circumstances. If this is true, then the company’s disclaimer is totally false and misleading; purchasers should be cautioned NOT to put their product in water as opposed to the “rated 10 bar hydrophobic.”

When I explained to the representative that my wife had purchase the watch through Standard Issue, they then told me that I could do a different claim under the Standard Issue conditions and the repair cost would cost me approximately half of the $550. This is OUTRAGEOUS! Not only because I was deployed in harms way and could not send the watch in sooner, but to realize that Oakley will not stand behind claim of their product being essentially waterproof or water resilient.Desired Settlement: Under the circumstances and being that this product was purchased in a forum catered specifically for the military and federal government, I’m asking Oakley to repair their limited edition product at little or no cost to me.

Business

Response:

Hi [redacted],

I looked into the notes from warranty and it appears the water damage was consistent with the crown not being pushed in all the way and this is not covered under warranty. I understand the cost was relatively high so I am offereing to do the repairs for $120.00 which would be a little less than 1/4 of the original repair cost.

Please feel free to respond to me directly at [redacted] or [redacted] and I can get this set up for you.

Regards,

Customer Service Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I have reached out to Stephanie Martinez directly as indicted in her email, to include two voice messages left on her voicemail without success.

Regards,

Review: I purchased the Supercoil Slideâ?¢ Sandal - Black/Grey - 11.0 ([redacted]. Order number: [redacted].

It started to tear after 3 month of use. I paid $50.00 for and it cost me way more than any other sandals that I ever purchased in my life. I was expecting to have a real good quality sandal, but I guess I was wrong. I had Oakley sandals before and they last several years. There is obviously a manufacture/design defect and Oakley did not want to negotiate with me.Desired Settlement: I would like to have an exchange to a different model or full refund.

Business

Response:

Hi,

We will reach out to this customer and see what we can do. His purchase was made on 08/2013 and we only warranty sandals for 90 days from the date of purchase. We will however see what we can do to assist this the customer with this issue.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will wait for the business to contact me.

Regards,

Business

Response:

Hi,

We reached out and spoke to the customer letting him know that we needed images of the sandals in order to determine if they were defective or not. If we were able to determine based on images that they were defective then we will replace them with a comparable pair at no charge. At this time the customer has not provided images to us in order to make this determination. the customer can send the images to me directly at [redacted] to have this matter expedited.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The talks about the case are going good so far, but there was no resolution yet. I am going to send them the pics and we go from there.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I sent in the warranty info they requested on 4/22 and again a duplicate copy on 4/29 . I have called three times now and no one has taken an active role in this. It is way past the 5 business days they state in an email. I have since sent an additional two emails with no response. My glasses are well within the warranty period. The glasses arm broke off from normal use. Its a cheap plastic product that could not handle everyday light use.This is the email they sent at first. Once we receive proof of purchase and image(s) we will contact you within 5-business days to confirm if your product breakage is covered under our warranty policy together with next steps or other options for repair. We will either call or email you. They never called or emailed I had to call them three times since that time period. Still no answers.Desired Settlement: Since its clear this company has no desire to communicate, I would like the money refunded and just move on. Today is 19 business days since I sent all the required documents which they did acknowledged they received via a phone call. No excuse for not communicating the status of this. Companies need to stand behind the products they sell.

Business

Response:

We have contacted Mr. [redacted] in regards to his situation. Our goal is to ensure our customers are 100% satisfied with our product and our services. We apologized for the delay in processing his claim and will cover his product under Warranty.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Its amazing they say they contacted me. This is a big surprise to

me. This couldn't be further from the truth. I had emailed them and called them

and was told each time it was still being reviewed. They did not respond to my

emails. I have no junk or spam filters I except all emails.

Review: I went to Oakley's website and picked out a pair of sunglasses from photos and descriptions. I bought the pair at a local optometrist. When I examined them the photos from Oakley's website of the frames did not match the pair I bought.

I called Oakley's headquarters and customer service took the numbers I gave them which were marked on the ear sides of the pair and was told they are authentic Oakley but this pair was made in Australia or china. The customer service guy basically didn't know what country they were made in yet on the Oakley sunglass box they came with it distinctly note "assembled in US." On the side of the ear parts of sunglasses on one side in the Oakley website photo the model I bought (thought I was buying) was etched "made in the usa" The pair I got have a CE etching and some white numbers on them instead.

Not happy about false advertisement especially when it comes to country of origin products are made.Desired Settlement: Not looking for money just want to see this once trusted company by me to be honest when listing their product info online.

I know they probably think if they listed some sunglasses are made in china they would lose business and well they would be right starting with me.

Not happy about the deception from long time Oakley sunglass customer.

Business

Response:

Hi [redacted],

I am sorry to hear that you are unhappy about the glasses. All Oakley eyewear is designed and engineered in the U.S. with more than 70% of

our sunglass and goggle manufacturing done in the US. To make our products, we utilize manufacturing facilities around the globe that

demonstrate the highest standards of quality and craftsmanship. All of our

manufacturing locations are held to the same high standards of production and

materials that Oakley is well known for. To make our products, we utilize manufacturing facilities around the globe that

demonstrate the highest standards of quality and craftsmanship. All of our

manufacturing locations are held to the same high standards of production and

materials that Oakley is well known for.

We stopped imprinting the frames with made in USA or China and have placed the country of origin on the box under the sku number.

If you have any further questions please email me at [redacted]

Regards,

Review: Received defective glasses under warrantee. They refused to honor the warrantee and then stated they also do not have the same color Red Iridum lens and would have to use a different lens and changed me $45.00 when it should have been under warrantee. Then never mailed me a receipt and no conformation of the request for payments proof they got the glasses and have not emailed me with any information what so ever.I have waited over 20 days with zero response. They don't follow up and send emailsDesired Settlement: I would like my glasses fixed and my money refunded. I am under warrantee and I want my glasses back immediately. It has been 20 days and I still don't have them! I was old when I called them for the 3rd time they would be mailed back to me no later than Friday... I called the flowing Monday and they are still waiting on a product. I requested a Supervisor and they said they would have one call me back. They are the worst customer service I have ever seen in my life.....

Business

Response:

Hi,

This warranty claim was deemed to not be defective and was not covered under warranty, Instead of paying full price for new lenses, we gave a 50% discount. We needed to order the lenses from another location and this took a little extra time to complete. I show several phone calls with the customer explaining this process.

The glasses were shipped yesterday with overnight delivery at no extra charge, They were delivered already and signed for by the customer. At this time we did everything we were able to do for the customer.

If you have further questions, you can reach me directly at [redacted]

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The Glasses were covered under the warrantee. Second the only communication Oakley had with me was by phone calls I placed to them. The price was $45.00 for the lens on there website so they did not give me a %50 discount. They did not have the same lens and gave me a poor excuse for a substitute. I was promised the glasses over a week ago and had to "Harass" Oakley to get answers. They baited and switched me and also failed to honor the warrantee.

Business

Response:

As a one time courtesy I have submitted a credit in the amount of $45.00 for the cost of the lenses. You should see this credit in the next 3-5 business days.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Good afternoon,I have attempted to contact the customer service department already at Oakley, who were extremely unhelpful and rude. The goggles that I received are 'SNOW' goggles and not 'MX' goggles like I ordered. The product that I received is entirely different and not at all what I ordered.These goggles are not even listed on Oakleys website anymore (they have removed them) so I cannot even compare what I received with what I ordered. The seller is trying to tell me that I ordered snow goggles, which I did not. When I purchased these goggles they were listed under the MX section on the website. Also, nowhere on my order or receipt does it say that I ordered snow goggles. I do not even snowboard or ski so these goggles are worthless to me. These were for my husband as a christmas gift so I am just very disappointed to of received the wrong product, and that the seller is trying to tell me that it is my fault despite the fact that their website advertised these goggles as MX and NOT as snow, and my receipt does not indicate or say that I was ordering 'snow' goggles. I am very upset that they have removed them from their website so I cannot show them that they were wrongly advertised/and or I was just sent the wrong ones. All that I want is the product that I ordered, and not what the seller decided to ship to me.Desired Settlement: I either want the goggles that I ordered (and that the website indicated that I was ordering) or I want a refund.

Business

Response:

Hi, This order was placed in Canada and will need to be resolved within that country. We do not have the ability to resolve this for the customer in the US. This was also a Custom made product that is final sale. The website states no refunds or exchanges with Custom product. She can email [redacted] or call [redacted] and ask to speak to a Supervisor. Thanks, [redacted]

Review: Bought a pair of prescription eye glasses at Clarkson eye care in High Ridge, MO. Customer Service at Oakley tell me they can give me a frame at 1/2 price. It's the second pair that have fallen apart for the same reason the arms won't stay tight against my son's face. We had so many problems with the first pair Oakley gave us a new pair now this pair is doing the same thing - falling apart. 2 months after we had them they fell off his face because of it and got stepped on now Oakley are saying because they got stepped on its not a warranty thing. $329 purchase date April 2013 replacement for pair bought March 2014 warranties out for defect. This model number ox8027-0153 cross link switch black (metal), defect pair ox8027-0253 cross link grey/green (plastic) I don't have an act number with Oakley they were purchased through Clarkson eye care in high ridge Mo 63049 636-677-1166 they already warranties a pair out I believe Oakley should take care of these. Same problem arms wear and become too bent out will not hold head slide off. Which caused this pair to be stepped on and not go back to correct shape. Besides that the Silicon pieces on both arms are shredding and falling off exposing the metal wire where it is supposed to sit against his head and ear. I originally complained about this one late may and early June 2014 they tried to fix them never have been right. They keep getting worse. All I want is working glasses for my 11 year old.Desired Settlement: Would like working glasses from a reputable place for my 11 year old.

Business

Response:

Hi [redacted],I am sorry to hear about the issues you were having with your son's glasses. We were able to reach out to Clarkson Eyecare as they are the Oakley Authorized dealer from which you made the purchase. They have advised us of the numerous times they attemtped to rectify the situation including replacing the frames at no charge. At this point the damage caused to the glasses is not deemed to be a manufacturer defect and no further replacements will be provided by Clarkson Eyecare or Oakley at no charge.If you would like to purchase a new pair, you can contact Clarkson Eyecare to restyle him in a pair that may be a better fit. They can go over pricing with you at the same time. Regards, [redacted]