UPDATED REVIEW:
After posting the review below- a sales rep reached out to me and after reviewing my case, they let me choose the lenses I originally wanted and sell had them cut and shipped to me free of cost. (Which is what I wanted instead of sending the glasses back and waiting foe a refund to order new ones)
THANK YOU CASELYN FOR YOUR GREAT CUSTOMER SERVICE AND HELP.
I now own a pair of Tom Ford eye glasses for every day wear and a pair of Gucci Perscription sunglasses. Both were very affordable and Because of the very affordable prices of these designer perceiptik lense glasses I am able to justify ordering a 2nd pair of eye glasses so I can switch it up and not have to wear the same black frames every day. I'm ordering a tortoise brown colour next.
Even after a very confusing and bad first experience, I will continue to shop from smart buy as every one is human an makes mistakes, what really matters is how you handle yourself afterwards. Sorry that it took me so long to change my review (I was sent the new lenses in February)
Thanks again Caselyn and smart buy!
FIRST REVIEW JANUARH 2021 BELOW.
I wanted so badly to like smart buy, I have been a clearly customer for years but they don't have as many designer options. I spent days comparing styles on their website and browsing all of the options... when I finally came to a decision I placed an order for one pair of Tom Ford frames with prescription lenses. I then got a PayPal email saying I owed $75 (how? I purchased one item and paid online... how could they get the price wrong?) flag 1... but I ignored it because it said my order was processing online. Then I got an email 3 days later saying that the style I ordered had been discounted... huge bummer but ok, I get that happens. I go online and pick out a new pair that was similar in style and a recommendation from their online sales rep... they were $40 more expensive and The sales representative took care of updating the order exchange for me and sent me a PayPal link to pay the difference. Then 2 days later I get another email saying that my second choice pair was ON BACK ORDER until late February (it was end Of nov/start on dec- and I had just broken my current glasses so I couldn't wait months). So I went back on their website and looked for hours to pick out another pair I was super discouraged at this point and had wasted almost a week, the online sales rep apologized and offered me a 5% discount... I pick a pair, send the style info and a screenshot to the sales person (as instructed) and she updated the order and exchanged them for me... the next day I got another email saying that the glasses that were "discontinued" were in production and should be shipped to me soon!... hmmmm weird. I log onto the website and now I see I have TWO orders open. The first shows my original "discontinued" pair, and the 2nd back ordered pair. And then new order number is created for the 3rd pair. I check that invoice and my online banking and see that not only was I charged twice instead of exchanges but I also paid FULL price lol... I messaged the sales rep online chat window again and tell them all of this, and that I do not want 3 pairs of thick black framed glasses and that I want a refund and that this is crazy that it's been this difficult to buy one pair of glasses... he confirms with me what pair of glasses I actually want and cancels the other two, and suggests I take another look and get a second pair of glasses to use up the double charge amount instead of getting a refund (they didn't believe me when I told them I was double charged and said it was just the way a trade looks on their system- I had to send them a screenshot of my card charges) I said "I do not need two pairs of eyeglasses but I do want a pair of prescription sunglasses so I will use it for that" i then looked on their page and found a pair of sunglasses, I sent him a screenshot and said I would like to order this pair of sunglasses with that credit amount. The sales rep confirmed with me that i wanted percription lenses in both or just then "tinted lenses" I said " I wold like both the eye and sun glasses to have prescription lenses, like the photos sent (Tom Ford eye glasses - clear. Gucci SUNglasses- tinted) he replied great I have that all done for you. I asked how long should I expect them to take because it had taken so long already. He said a few more days because the will need to add a tint to your prescription on the sunglasses. The order arrives. SEPARATELY. I was very happy with the Tom fords and it made the who order headache not so bad... then a few days later the sunglasses show up WITH CLEAR LENSES. I message the customer service chat line again... Get no where the lady sends me a return label... then I thought, why don't I just ask them to send me the correct dark tinted lenses and I can have them swapped out myself... and even offered to send the clear ones back. At first they said no... I'd have to send thing back and pay shipping... then they said they could SELL me the dark tinted prescription lenses for $70 but because I didn't know that "tint" also refers to the costing they put on clear lenses and I should not of assumed that THEIR sales rep would think that when I said I wanted a pair of eye glasses and a pair of sunglasses that I meant sunglasses frames with tinted lenses for the sun... not sunglasses frames with regular eye glasses frames. I even offered to place ANOTHER ORDER of contact lenses or eyeglasses if it meant they could put the correct lenses with that order... but NOPE. OVERALL, DONT BOTHER. THEY DONT VALUE THEIR CUSTOMERS, TAKE OWNERSHIP FOR THEIR MISTAKES OR EVEN TRY TO MEET YOU IN THE MIDDLE. I was so excited when I stumbled across this website, was going to order multiple pairs both prescription and not, as well as contact lenses... I gave them multiple chances to try to redeem themselves and they failed over and over. I ended my support chat today by requesting a return label. And I'm going to order them from somewhere else and recommend to my friends and anyone who asks DONT WASTE YOUR TIME. Which is extremely disappointing as a fashion blogger/influencer I was hoping I found a business with customer service to match their great prices and large selection that I couldn't recommend to my followers.
Will definately recommend SMARTBUY to everyone.
Hi Chantelle,
I am very sorry to hear this and please accept my sincerest apologies for the inconvenience caused.
I will contact you shortly to discuss the issue and resolve it in a timely manner.
Sincerely,
Caselyn