SmartBuy Glasses

Review: victim of identity theft . Someone used my credit card to purchase glasses on my credit card.Desired Settlement: Explanation of who did this and how they obtained my information. Report from the Revdex.com and from smart buy glasses. Couldn't notify them by phone. Just a recording saying the volumes of calls were high to text or email them. They will call the customer.

Business

Response:

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,

Review: It took them over 4 months to send the item. When it arrived it was not for my wife's prescription. Tried to get my money back, they do not respond, I shipped the item back and they received it 18 days ago ,and I have still not heard from them. They do not have a telephone number to call, the customer service emails are 90% automated run arounds. When I look up reviews I find that this is their normal behavior. They have ripped off hundreds of people.Desired Settlement: I want my money back.

Consumer

Response:

They refunded my money earlier in the month, however I was not allerted

Sincerely,

Review: I could say SO much more than what I'm about to (and I have, on multiple third-party customer-review websites). I'll be brief. Know that I can substantiate my information with screen captures from the company's website, etc. I purchased Ray Ban sunglasses from SmartBuyGlasses.com in June 2013. I specifically ordered from SmartBuyGlasses (I'll write SBG from here on) because it indicated the glasses I wanted were "Made in Italy." Other online retailers I had considered buying from--which had lower prices than SBG--either directly indicated, or had customer reviews indicating, that the glasses from the other retailers were made in China. I preferred the cachet of sunglasses that were made in Italy, so I went with SBG. When my glasses arrived, the manufacturer's information on the box clearly read "Made in China." I contacted SBG--SEVERAL times (which can be done only by email; SBG does not include a phone number on its website)--and finally received a partial refund of my purchase price, equal to the price I could have paid for the glasses on a competitor's website. Took a long time to get the matter resolved--too long, in my opinion--but I was happy for the matter to be settled. Until today, July **, 2013, when I received a "Duty and Tax Invoice" from FedEx, which indicates that I need to pay FedEx $28.41. What?! On SBG's website ([redacted]) it clearly says, "FREE Express Shipping on all Eyewear Orders through [redacted]." Elsewhere on that page, under the heading "International Express Shipping," it says that "International Shipments will be sent with duties and taxes to be paid by the recipient." However, as SBG operates a facility in [redacted], New York; and as I was ordering through the SBG website with a ".com" extension, not one of the other SBG sites (it has a ".ca" site for its Canadian operation, an ".it" site for Italy, etc.); and because my order-confirmation page indicated a cost of $0.00 for shipping; I had no reason to think I was placing an "international order," so I had no reason to think I would be charged ANY amount after my order had been placed. I was a bit leery ordering from this company specifically because it did not list a customer-service phone number. But because it _did_ show a U.S. address, I didn't expect to deal with any duties on my shipment. Overall, I'd say SmartBuyGlasses uses deceptive selling/advertising practices, and that SBG purposely misleads its customers about the full costs of receiving its merchandise, i.e., it prominently touts "Free Shipping" on its website gives order confirmations that show "$0.00" in the shipping column--the customer is blindsided when he subsequently receives an invoice from the shipper.Desired Settlement: I would like SmartBuyGlasses to issue a credit to the credit card I used for my June 2013 order. The amount of that refund should be $28.41, which is the amount FedEx has now billed me in its invoice dated July *, 2013, which I received on July **, 2013.

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,

Email verification received 7/**/13 at 1:13 PM

To [redacted], or whomever receives this post.

Your website indicated I should email you if any information I gave regarding complaint ID [redacted] is incorrect.

Nothing I included in my complaint of 7 /**/13 was incorrect. There is, however, an update I thought I should give—it pertains to new details that are effective Friday 7/**/13, approximately 9:45 a.m., Pacific time.

You’ll see in my complaint that I was seeking reimbursement from the company Smart Buy Glasses. The amount I was seeking was $28.41, equal to the duty fees I was charged by the shipper, FedEx.

I spoke with FedEx this morning. After I explained my situation, it agreed to waive the $28.41; the FedEx representative explained that resubmitting an invoice to Smart Buy Glasses would be a hassle, and FedEx would zero-out the invoice I received as a courtesy to me. The FedEx rep faxed me a copy of that information, showing that my invoice had been credited $28.41 and the balance remaining is $0.00. So, the matter of the $28.41 is now resolved.

However, the crux of my complaint with Smart Buy Glasses is still valid—I believe it is a shady business. I just wanted to let you know that I’m no longer seeking remuneration from Smart Buy Glasses.

Thank you.

Complaint ID [redacted]

Review: I asked for a refund and calld and emailed multiple times and have no responses!

I am beyond sick of this.

They need to issue me a refund of the over $200 I spent on glasses and do so now.

They ignore all calls and claim they will return them but do not.

I received one email giving me option of what I can do and when I chose refund I haven't heard back since!

This is a sad and sorry business and they need to be shut down.

It also should NEVER take more than 5 days to process and order, yet they say its over 20 days.Desired Settlement: SHUT DOWN YOUR BUSINESS IF YOU CANNOT RUN IT CORRECTLY.

Business

Response:

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,

Review: I ordered glasses April [redacted] and the order was confirmed. On April [redacted] I received an email stating they didn't have my order to choose something different. I did and it was confirmed on April [redacted]. I emailed on Apri[redacted] asking when my order would ship. I was told 2-5 business days after order was confirmed (website says 2-3 days). It is now April [redacted] and I have gotten no response to followup emails and the three phone calls I've placed.Desired Settlement: An apology and a refund if I can't receive the correct glasses with lenses by Monday May [redacted].

Business

Response:

Dear Customer, I'm very sorry to hear that you haven't received your order and the order was cancelled for full refund. From time to time some delays may happen due to the brand's popularity/exclusivity or limited production line.Hope we could serve you well next time.Best Regards,SmartBuyGlasses

Review: I placed an order at SmartBuyGlasses.com for a pair of frames. A couple days later I received an email stating the product I ordered was out of stock and my order would be canceled. However, I noticed the company charged my credit card twice for the item, and in addition, my credit card company charged me two foreign transaction fees for each charge. I contacted SmartBuyGlasses through their website at [redacted] and have been in contact with [redacted] from the support team. I informed him of the situation and I received a credit for one of the transactions. He kept assuring me that I would receive a credit for the other charge and both of the foreign transaction fees, however, I never received any other credits. The last email he sent me was on 9/*/13, when he said I would receive my refund in 3-5 business days. It is now 9/**/13 and I still have not seen a credit back to my card.Desired Settlement: Refund to my credit card of $144.95 and two foreign transaction fees of $2.89 each. The total they owe me is $150.73.

Review: Purchased a prescription sunglasses indicate ding it would take 5-9 days to deliver. I paid almost $300 and waited 2 weeks with not product or update from the company. I contacted to find out that it was being delayed. Another week passed, same routine, no update only to find myself contacting the company to hear the same news. Finally after a month later, I contacted them again and cancelled the order requesting a refund. The customer SVC REP stated it would be done within 24 hours and it would take up to a week for the credit show up. It has been 8 days as of today, 8/**/14, and not refund.Desired Settlement: I simply want a refund. Also, the company should be notified with this unacceptable business practices against customers. What they are doing is totally inexcusable.

Consumer

Response:

At this time, I have not been contacted by SmartBuy Glasses regarding complaint ID [redacted].

Not only that, I stll have NOT received my refund after they promised to expedite via their accounting department. I personally think it doesn't even exist but the company is very shady. I had to file for an investigation through my credit card company.

A business establishment practicing in such manner should not exist. They take money from people and not provide the items and don't return money after they fail providing promised items.

I am just surprised that companies like this exist in the society and I am not sure what more I can do as a consumer.

Sincerely,

Review: I have a lot of problems with this company at the present time. I wish in fact that I could've selected multiple "nature of my complaint" drop downs! I placed an order on March **, 2013 with this company and it took them until May [redacted] to finally deliver my order! After the first month of me trying to contact someone with answers, they informed me that the frames I had purchased had been discontinued and could I please chose I different pair. Unhappily I complied and even paid the difference in frame cost. When they did finally deliver my glasses they sent me the wrong frames all together. I contacted them the instant I opened the box, literally within minutes of opening the package and expressed my concern in their error and that I would like to return them and get a refund. I received one communication back from them saying that they had sent me the frames on the order (they didn't) and could I send photos of the item I received. I did this right away and have heard absolutely nothing back from them. The last communication from them was on May [redacted]. I've since sent multiple emails demanding an update. I've even followed the return process laid out in the policies on their website but they require you to get a return authorization code before sending items back, I haven't heard back from anyone regarding such a code. Their policies state that they have a 14 day return policy from the time you receive the item. I contacted them the instant I realized they were wrong, I've received no help on this matter and the 14 day mark is fast approaching. It makes a person think they are purposely avoiding communication to run out the clock on the policy. In my experience as a consumer I have never been so disappointed in the service I've received! I have never felt so taken advantage of and I have never regretted placing an order as much as I regret trying to do business with these people!Desired Settlement: I want my money back! I want a full refund of my order including the company to pay the return postage on this package! It's not my responsibility to get their incorrectly shipped merchandise back.

Business

Response:

Comments: According to the correspondence history, customer didn't receive emails from our customer support team, probably because they were marked as SPAM. I confirm that returned item was received and full refund was processed back to the customer's account:

[redacted]

If Refund proof is needed, please, let me know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], I agree that the matter has been resolved and I was in fact finally issued a refund for my purchase. I do not agree with their statement that I simply did not receive their correspondence because it was marked as SPAM, this is false information.

Sincerely,