SmartBuy Glasses

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear Customer, We do apologize for the order delay and I regret to see that the order was canceled. We had a difficult time to source that product due to the limited supply. Please be advised that we have issued the full refund, it takes approximately 3-5 working days to...

have it shown on your statement. Please check your statement by this Friday. We do hope we could serve you much better next time, our customer service has sent you another email to provide further assistance.Best Regards,SmartBuyGlasses

Dear Customer,I'm very sorry to hear that we were not able to fulfill your order within the timeframe advertised. From time to time some delays may happen due to the brand's popularity/exclusivity or limited production line. From our email and phone record, it shows that we were...

speaking and emailing with each order. Should you need any further assistance, feel free to contact us via emails or call our hotline. We apologize for the inconvenience and disappointment caused, hope we could serve you better next time.Best Regards,SmartBuyGlasses

In short: time wasters and money wasters. Don't bother doing business with them.
In detail:
1. Their real stock is only a few items marked as "fast shipping" in the website. The rest is copy and paste from their distributors' catalogs. If you order a non "fast shipping item", be prepared to wait for weeks if they can source it at all, otherwise they will wear you out with ever changing ETAs and offers to cancel or the order or select another item.
2. They ship from Hong Kong so watch out for import fees.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The object of this complaint, as stated in its "Desired Settlement" and "Desired Outcome" sections, is my request for the cancellation and full refund of the order of a product that was not delivered within three and a half months of its purchase.
I was shocked to see that [redacted], the [redacted] of the "SmartBuyGlasses Optical group", did not even address that request in her response, so I would say that this dispute is far from being settled.
I just wonder how far I will have to go to get my money back. I have already reported the problem to the bank that issued my Visa card, and will continue to complain to international and Brazilian consumer organizations.
In regard to the "explanations" provided by [redacted]:
"1. Smartbuyglasses USA ( [redacted]) is a part of SmartBuyGlasses Optical group - we've been in Business since 2006 and since then have shipped thousands of orders around the world. We have several domains around the world. Please, note, this order was placed on our USA domain, despite shipping address was in Brazil. We have separate domain for Brazilian customers to support the market ([redacted]). This domain is tailored to provide all necessary information to this specific market. You may notice at the main page on [redacted], that we state - 'all shipments are delivered via Quantium' , no mentions about Aramex and DHL, as we don't use their service for this specific market due to the customs issues and other regulations. We do understand that the customer wasn't aware of that as placed the order via USA domain, however, we hope for understanding that such circumstances are out of our control."
The order was placed on the site SmartBuyGlasses.com, which obviously accepts international orders. Its "Shipping Information" page ([redacted]) states: "As a standard procedure to ensure fast & efficient delivery to your doorstep, we deliver all products only through the strongest international courier companies including DHL & Aramex."
Anyway, the "Shipping Information" ("Informação de Entrega") page of the site [redacted]), which [redacted] claims thave specific information for Brazilian customers, states: "In Brazil, we use the Express delivery service of the Post [Direct Link & Quantium Solutions Postal Services]." ("No Brasil, utilizamos o serviço de entrega Express dos Correios [Serviço de Correios da Direct Link & Quantium Solutions].")
"2. Regarding customer's concerns that the destination city in Brazil is Curitiba, please, be aware that this is main Distributor office of the mentioned above courier company (Quantium) that we use to ship orders to Brazil . After the customs inspection, all packages get there first and only then shipped to the final destination address."
Quantium Solutions, "a member of the Singapore Post group of companies", "has an established network of offices in 10 countries within the [Asia Pacific] region" ([redacted]). It does not have any offices whatsoever in Brazil, as claimed by [redacted].
"3. Being an e-commerce company, we have several Distributor offices to provide the fastest and the cheapest delivery service to our customers around the world. Our Distributor offices are located in Italy , Germany , Hong Kong, the USA. All glasses are coming from reliable Italian suppliers only and 100% authentic."
I now found out that SmartBuyGlasses.com is actually run by a company located in Shanghai, China, and called Motion Global. Their corporate site, on its "About Motion Group" page ([redacted]), states that "Motion Global powers the SBG [SmartBuyGlasses] Optical Group". It also clearly states: "Our global warehouse is in HK [Hong Kong] which means that all the pieces are dispatched from there and sent to our customers around the world."
"4. We understand that shipping time is way too long and absolutely not as customer expected, however our company is very transparent regarding business processes and in setting up customers expectations. Our customer service team is always glad to assist in resolving any issues and provide additional information to the customers when needed, regardless if it's pre-purchase or post-shipping question."
In reply to my request "to cancel my order and make a full refund of the amount paid", the "Customer Support Team" finally wrote on their last e-mail message that "we would like to offer you 5% discount on your order". What right could they possibly have to keep 95% of my money?
"If you have any further questions or concerns regarding this order, please, get back to us at [redacted]."
I have already sent four messages to the "Customer Support Team" of Motion Global, but received no positive answer so far. I would, therefore, prefer to continue to dispute this problem publicly through consumer organizations' websites such as Revdex.com's Complaint System.
In short:
SmatBuyGlasses.com claims to be an american company based in the state of New York, but it is actually a chinese company based in Shangai;
It claims to have "Distributor offices" in Europe and the USA, but dispatches all orders from Hong Kong;
It claims to use "the fastest and the cheapest delivery service", "through the strongest international courier companies" and "the Express delivery service of the Post", but it actually uses the slowest and less reliable delivery services available;
It refuses to accept the cancellation and to make refunds of undelivered orders even after three months and a half have passed and complaints to consumer organizations have been made.
Surely, a more "transparent" name for SmartBuyGlasses.com would be [redacted].
Sincerely,
[redacted]

Hi,
We are terribly sorry to see that the desired item is not available at this moment and the order has end up with cancellation. The money has been refunded back to your [redacted] account and you should have already received it.
We apologize for the inconveniences caused by this...

situation and would be more than happy to offer you a discount on your future purchase. If you need any further assistance, please feel free to contact us directly.
 
Best Regards,
 
SmartBuyGlasses

Dear Customer, I am sorry to hear that you haven't received your refunded. We cancelled your order on 3rd of Sep and processed refund immediately. However due to different bank policy, it may take 3-5 business days to reach your credit card. I attached the refund proof where you can see...

the whole process and time stamp. Please kindly check your related credit card. If you need any further assistance, please don't hesitate to contact us and we will try our best to address any questions or concerns. Best Regards,SmartBuyGlasses

Dear [redacted],
Thank you for provided feedback. I completely understand your frustration and on behalf of SmartBuyGlasses would like to apologize for any inconvenience caused. 
First of all I would like to confirm that the order was cancelled on June **, 2014 and...

full refund will  be processed back to the same account that you used to place the order within 24 hours.
Our customer service [redacted] will investigate what caused the delay in response time and will follow up with the [redacted] to avoid such issues in the future. 
Thank you for your time and patience. 
If you have any further questions or concerns please get back to us at [redacted]
Kind regards,
[redacted]

The worst experience you will see in any online store.
Order# - [redacted]
It was really sad to waste almost 3 weeks or more ordering through SmartBuyGlasses website as my son broke his glasses and need a very quick replacement in his very first days in the university. SmartBuyGlasses had a very strange and rare validation that ordering by credit card that has a exact billing and shipping address. SmartBuyGlasses didn't state this policy on their website. All online stores like [redacted], ..etc don't ever request this validation. All people travel and make online purchase to shipping address that is different from their home billing address. SmartBuyGlasses canceled my purchase and I have to wait for refund to order through another respectful online store that don’t request such odd policy. The end result I wasted 3 weeks from placing order to getting refund. SmartBuyGlasses did not state this policy on the website before ordering and they didn't even mention it during the long emails thread that went back and forth until I insisted to know the real reason why they didn’t process my order.
If you want to waste your time or get your orders canceled you can use SmartBuyGlasses.

This place MUST be a scam. I have patiently waited for MONTHS to receive my glasses. It's been 3 months now, still receive weekly emails that my glasses are estimated to be restocked in 5-9 days. Now I'm leaving for a vacation. No sunglasses for me. Haven't arrived in time, even though I waited MONTHS.
DO NOT BUY FROM THEM AND PLEASE LOOK INTO THESE SCAM ARTISTS

Dear Customer,
First of all my apologies that your order was delayed. I can see you've requested a refund on Friday night, the [redacted] of November and that we issued your refund on the [redacted] of November. Unfortunately we don't work on the weekend and please accept my apologies if you did. You...

can see the reply from our customer service regarding your cancellation.Best regards,
JohnSmartBuyGlasses

Dear Valued customer,
Thank you for your feedback. I'm very sorry to hear that you are unhappy with provided solutions from our side. 
However, please be informed that we've launched investigation of this case with our accounting team and unfortunately couldn't...

allocate this transaction in our system based on the information that you provided. 
This is the first time we face such issue and therefore. 
According to our system information, all your email inquiries were answered. 
In order to resolve this case, I would suggest you to check with the bank and dispute the transaction, as you stated that believe you didn't confirm it. 
Let us know if any further assistance needed.
Kind regards,
[redacted]

Smart Buy Glasses is one of the WORST companies I have ever dealt with.
I literally spent many hours on both the phone and emails with Smart Buy Glasses, trying to clear up a purchase which turned into a fiasco!
I ordered a pair of expensive Maui Jim sunglasses after I was told they were not a knock off and they would be delivered soon. Soon turned out to be way over a month of waiting for the glasses, which never came to fruition. Trying to get my money back I paid for the glasses took longer than it should have, my money was tied up. Need to also mention one of the employees promised me $20.00 towards my credit card for the long time period of not receiving my glasses, and the inconvenience the company caused me, which became an ongoing nightmare. I told them in the beginning I would continue to wait for the glasses, their cost was lower than anywhere I had looked, and they were still giving me $20.00 additional.
That was a big mistake! I kept waiting for the glasses and continued to phone periodically. I was told each time I called the glasses would arrive on a Thursday of the week, which never happened. That's when I began communicating with the service manager named Maria who also stated they would honor the $20.00 as promised. By our third call she told me they would not be getting the glasses in, there was a problem, so I canceled my order. I expected the $20.00 and was told by Maria she would have to talk to her manager who I also talked with and he was to get back to me and never did. Whenever I tried to phone Maria, the employees would make up excuses for her and say she was not available.
Really, this was an ongoing lie, and a waste of my time. This company could never afford to pay me for all my valuable time spent with them, they are a disaster and I warn anyone thinking to purchase anything from them to think twice. BUYER BEWARE!!
Maria and I finally touched base and she told me her company would not allow her to go forward with paying me the $20.00, they would give me the $20.00 in the future towards another pair of their glasses. To me this was a matter of principle, they owed me the $20.00 on my credit card. Smart Buy Glasses are a dishonest company towards their customers, and cheap!
I began searching again for my glasses which were harder to find with all the time wasted, but I would up buying them at Nordstrom who were wonderful to me. They matched the price of this unprofessional company/Smart Buy Glasses. Thank you Nordstrom, a professional store who truly care about their customers!

I wanted to leave a review here after receiving my Maui Jim sunglasses.

I placed the order when I found that this site had the best price compared to all other places. My Pilot Maui Jims were $299 retail everywhere else I looked. But on SmartBuyGlasses they were only $229 including tax and shipping. I placed my order first thinking I found a great deal. The next day, I got a shady email from customer service that said they needed a copy of my drivers license or passport. What!?!?! I've NEVER been asked that by any company in my life and was immediately terrified, and looked at Revdex.com and found they had an F rating! Great, looks like I lost my money on this one. But then I decided to give it a shot since they also had some positive reviews (fake or not, who knows) and I sent them a copy of my license ONLY showing my name and address (which they had already anyway). I didnt want them to have my bday or license number just in case...you never know. Anyway, after sending that, I got a confirmation email that the order was processed. on 7.** I got an email that it was shipped and on 7/** I received them already. Crazy! The [redacted] said it came from [redacted]. In 3 days. I'm still in disbelief, but they seem real, exactly like the ones I tried on in the store.

As far as I am concerned, its a legit company with strange practices. Thats just my experience though. Hope it works our for others the same!

Review: Its very unprofessional to have customers like myself wait a month for an order that was promised a 5-7 day shipping.Never have I waited for an order that was not categorized back ordered for this long.Desired Settlement: Full Refund + credit for the waste of time of having to wait a month and still not receive my order.

Business

Response:

Hi, We are terribly sorry to see that the desired item is not available at this moment and the order has end up with cancellation. The money has been refunded back to your [redacted] account and you should have already received it. We apologize for the inconveniences caused by this situation and would be more than happy to offer you a discount on your future purchase. If you need any further assistance, please feel free to contact us directly. Best Regards, SmartBuyGlasses

Review: On its website, SmatBuyGlasses.com poses as a US company "with operations in the US, Canada and Italy", and claims to "deliver all products only through the strongest international courier companies including DHL & Aramex" and to "guarantee that all of our products are 100% authentic".

On November **, 2013, I placed order number [redacted] on the site SmartBuyGlasses.com, in the amount of US$ 153,85, which were charged to my Visa credit card the same day.

I never received that order, though.

The order details state that it was shipped on November **, 2013 through a courier called Quantium, with tracking number [redacted].

The Quantium tracking system reports that they received the item in Hong Kong on November **, 2013, and shipped it to Brazil on November **, 2013 through Singapore Post.

It also reports that the item was "despatched" to the city of Curitiba, although the shipping address of the order is in the city of Sao Paulo.

The Brazil Post tracking system reports that the item only arrived in Brazil on January **, 2014, which indicates that it was shipped by sea (surface mail) instead of air mail.

It also confirms that the item was sent to the city of Curitiba.

Based on the information available on the website, I expected the item would be shipped from the US or Europe to my address in Brazil through a reliable courier by air, but instead it was shipped from Hong Kong to a different address through Singapore Post by sea.

I also cannot understand why a "100% authentic" frame from the italian designer Ermenegildo Zegna eyewear collection would be shipped from Hong Kong.Desired Settlement: I have already written to SmatBuyGlasses.com four times, asking in the last two messages for the cancellation of the order and a full refund, but so far I have only received evasive answers.

I hope that they will now honor my request.

Business

Response:

To whom it may concern,

Review: I ordered a pair of eyeglass frames from this company's website on April [redacted] and have yet to receive them. I was alerted on April [redacted] that shipment would be delayed. There is no telephone number to contact their customer service, only an email system. As it was unclear when I looked up my account whether the order was even active, I used their email service and received a call back at which time I opted to wait for the product to ship. It is now two weeks later and after promising to keep me posted with email updates, etc., I've heard absolutely nothing back from them. Yesterday I initiated another contact request with their email system, which promises a response within 24 hours.... no one has gotten back in touch with me within the promised window.Desired Settlement: They should not be advertising product they don't have in stock or with at least a reasonable expectation of being able to secure within 7-10 days.

They should have a telephone number for customer service.

Business

Response:

Dear Customer,I'm very sorry to hear that we were not able to fulfill your order within the timeframe advertised. From time to time some delays may happen due to the brand's popularity/exclusivity or limited production line. From our email and phone record, it shows that we were speaking and emailing with each order. Should you need any further assistance, feel free to contact us via emails or call our hotline. We apologize for the inconvenience and disappointment caused, hope we could serve you better next time.Best Regards,SmartBuyGlasses

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]

Review: I ordered glasses 8/**/2015, promised delivery in 10 days. Glasses didn't come in 3 weeks, I called and cancelled order for 209.00. I still have not gotten a refund to my credit yard after two weeks of canceling this order, which keeps me from getting my frames to get glasses. The clerk that cancelled the order for me said three business days.They don't answer the phone when you call, sometimes the phone never connects. I've been trying to reach someone for 3 days.

Business

Response:

Dear Customer, I am sorry to hear that you haven't received your refunded. We cancelled your order on 3rd of Sep and processed refund immediately. However due to different bank policy, it may take 3-5 business days to reach your credit card. I attached the refund proof where you can see the whole process and time stamp. Please kindly check your related credit card. If you need any further assistance, please don't hesitate to contact us and we will try our best to address any questions or concerns. Best Regards,SmartBuyGlasses

Review: I ordered a pair of frames from Smart Buy Glasses. My parents paid for the frames so there was a difference in billing and shipping addresses. On both ends the purchase was approved by giving documentation to AMEX and Smart Buy Glasses. It has been 2 months since the order has taken place and 2 weeks since being told that the frames would be shipped out after verification. Payment was received at the time of ordering the frames so they already have the money for the frames and I do not have the frames in my possession. They refuse to contact me via phone or to provide me with a phone number in which I can contact a manager or someone of responsibility. They claim the time difference makes it difficult to speak over the phone. According to Revdex.com they have offices in Vancouver, BC and New York, making that claim an out right lie!Desired Settlement: Given the extraordinary time frame in which I have been waiting for the frames holding up the process of getting my new prescription lenses put in them, I should be compensated by a refund in monies to the original AMEX credit card used for the purchase and be sent the frames at no cost.

Business

Response:

Comments: In order to provide secure online shopping to our customers, we take online payment very serious and have several ways to check transactions. From time to time we receive notifications.from payment provider to double check particular transactions to prevent unauthorized transactions. In this particular case, customer didn't provide requested documents to approve the payment and didn't want to repay via PayPal (options that we offer in such cases). So we cancelled transaction and provided full refund back to the same account that the customer used to place the order. Below is the system confirmation:

Review: I placed an order on 5/** for sunglasses meant as a Father's Day gift. They were advertised as "in stock". The money was withdrawn from my account on 5/**. On 5/** I received an email that the item was delayed but with no time frame in which to expect them. I was told I could wait or cancel the order and receive 5% off another pair. I decided to wait as if they had been in stock, the delay could not be very long. On 6/* I inquired again, still delayed. Every time I checked the website, the item was shown as "stock confirmed". Meanwhile, they have had my $141 for a month. I called today and was given a story about how it is in stock in the warehouse but not at the distributor and could take another 4 weeks. Nowhere is it stated that non prescription glasses could take 8 weeks after payment for an instock item to ship. I have requested a refund and suspect it will take longer to go into my account than it took to come out. Billing should not happen until the item is shipped.Desired Settlement: I have requested my money back and naively am hoping that happens. Meanwhile, I believe the website should not advertise items as in stock if they are not in stock in the distribution center or a place where they can be shipped for 8 weeks.

Business

Response:

Dear Customer, We do apologize for the order delay and I regret to see that the order was canceled. We had a difficult time to source that product due to the limited supply. Please be advised that we have issued the full refund, it takes approximately 3-5 working days to have it shown on your statement. Please check your statement by this Friday. We do hope we could serve you much better next time, our customer service has sent you another email to provide further assistance.Best Regards,SmartBuyGlasses