Stephanie Hopkins´ profile

Reviews (1)

SmartBuyGlasses UK

Best avoided

I ordered a new pair of prescription glasses for myself and my wife, she chose from smartbuyglasses I chose mine from a UK company (Toni & Guy) both were Ralph Lauren frames - the UK company advised a delay in sourcing my colour choice from the manufacturer but managed to deliver in 10 days the smartbuyglasses ones arrived after 18 business days (23 total) what is not obvious from the website is that smartbuyglasses is a Hong Kong based operation and needs to be a consideration when choosing suppliers
Once received & on trying them on it was obvious to my wife that the prescription was wrong making the glasses unwearable, to be fair to smartbuyglasses once informed they did offer to regrind a new lens ship out and reimburse the cost of a local optician fitting to the frame, but to expedite matters I asked a High St optician to check the lenses and the report showed that one of the parameters from the prescription had been omitted - I asked the optician to supply and fit new lenses to the glasses and invited SBG to reimburse the cost (£39) their reply was they would only reimburse the cost of the lens to a value of £25 ! at this point I have given up arguing for the sake of £14 - you need to think very carefully about using a remote operation to supply your glasses & the website is somewhat misleading & gives the impression of a UK operation which it is not & there are better local options available

02 December 2013

Reply from SmartBuyGlasses UK

We completely understand your disappointed feelings regarding delay situation of your order processing. Despite we are doing our best to process all orders within advertised time (5-11 working days), some orders may be delayed due to the brand's popularity/exclusivity or limited production line.

Regarding the lenses it happens sometimes that the prescription is not perfect fitted or processed for the user and for this we bear the responsibility for. We always offer customer options such as sending uncut lenses and reimburse the fitting fee the local optician would charge for the service or refund the lens fee fully and customer can buy new lenses at the local optician. We are sorry to hear that the options was not too your liking, but we always work towards to resolve the issue in the best way.

Please feel free to contact servicemanager@smartbuyglasses.com if you have any further inquiries or questions.

Kind regards,

SBG

Stephanie Hopkins´ profile

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Stephanie Hopkins
Reviewer
1958
Ashford, United Kingdom

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