"Took 10 working days to process my order. In that time they didn't respond to my phone calls or e-mails. Then they charged my card and I haven't received my frames. And still no contact regarding my purchase. I wish I would have read the reviews first!!!!!!!!!!"
"Placed an order 12 days ago (and paid for) but have not received any order status or tracking information. Have called multiple times with no answer so left 1 very detailed voicemail asking for call back and never got a call back. Have also sent 2 emails with no responses. I spent $50 so I want my order, after I receive I will never use this site or refer to anyone. No idea how they are still in business."
"I only ordered from them because I wanted glasses that were not available elsewhere.
They are significantly higher priced than other online prescription eyewear providers.
It took a very long time to get the glasses. They arrived in a plastic sleeve inside a paper envelope; no protection for a cross country shipment. They were not what I ordered, and I was unable to make contact with their customer service to initiate a return.
All complaints aside, I would have been satisfied had I received what I ordered."
"I just purchased my second eyeglass frames from this company. The frame I wanted was discontinued, but they were able to get it. My original color choice was no longer available, but they called me directly to see if another color would work (which it did). The service was great, and the price even better. Thank you!"
"Bought a pair of frames and the maintenance kit at an extra $9.99 for my son. Took a couple weeks to receive frames and no kit was included. I have written twice to attempt to get the missing items that I paid for to no avail. I received o response at all and will now register my complaint with PO Consumer and BBB. I would definitely not recommend this company."
"After I ordered my Frames I got nervous because I sent a e-mail and no response. Then sent a message from a phone call no response. Then looked at reviews and nothing good. I called Customer service in the afternoon because they are Pacific Time and got a hold of Lisa. She was very apologetic and said they were short handed. My glasses were ordered and should be in tomorrow and sent to me the next day "You will have them by next week". She was right, and I was happy. THANKS for proving other reviews wrong. I will use them again."
" I ordered a pair of non prescription sunglasses on sale for $27.00. Two days later instead of getting a notification "Your item has shipped here is your tracking number" I get "Your order has been REJECTED"
Called them to find out they rejected it because of a price increase to $37.00. I said fine and marked the email correspondence "Proceed with order"
Two days nothing again so I call again to find out that they refunded the money and I now have to "RE-Order" the item.
I re-ordered the item at $37.00
The following day I get another email saying "Your order has been REJECTED" , I called again only to find out the price has changed again and is now $45.00.
Oh! after a few of my choice words on Customer Service (being nice) they said they would honor the $37.00 price.
Of course by this time they had lost any respect I may have had for them and basically said "I'll be happy to pay $65.00 (honestly) to any reputable vendor that can provide good old fashion "Customer Service".
As I said "This has actually been the WORST on line purchase, perhaps I should say attempted purchase" I have ever made in my life".
"
"I ordered two kids size frames: one of them as a replacement for my child's exiting glasses and which was sold out in Europe, the second one for when my child is older. I only purchased the second frame to make the most out of the costs for international shipping. I received confirmation emails saying the order was completed and shipped. Since the invoice was not attached outside the parcel I had to collect the parcel from customs which is 50min driving each way. At customs I presented the invoice as I had to pay additional tax (which is ok). The parcel contained only one frame, and of course it was the spare one. The entire purchase as well as the time and money for visiting custom office is wasted. If I had known in advance that the frame that was important for me to buy was not available I had cancelled the order. I received a refund for the missing frame, but despite sending two follow up emails I haven't received an explanation. Btw, the frame I was hoping to buy is still on their website.....
Things like this can happen, but it is the lack of communication which makes this shop such a disappointing experience. "
"Ordered a pair of glasses without a hitch, money came out of my account the same day. The only thing i thought was weird was I never recieved a conformation email about my order. I tried to log in to my account only to find out that the account I had just set up wasnt worke
Ing. I tried to recover my password but again, never recieved the help email from them.. i contacted customer service and after 3 days of back and forth they finally told me that my order had been canceled almost immediately because the glasses werent actually in stock, and wouldnt be back because they were discontinued(though they were listed as in stock on the site) I still have yet to get the charge off my account and they still have yet to remove the glasses from their website... worst site I have even tried to work with... who doesnt notify customer when theres problems with their order?!? If i hadnt contacted them would I have ever found out? Or would I have wasted weeks waiting for glasses that would never come???"
"Before reading any reviews, I ordered an eyeglass frame from Sunoptique. On April 5, 2017, they charged my credit card and I received an email saying they are processing my order. Two and a half weeks later, after not hearing anything from Sunoptique, I read their horrible reviews. So, I called and spoke to Shelly who said she would follow up on my order. I called the next two days, not waiting for her return calls. She always received my calls with grace and concern. She said she finally made contact with their distributor who would ship the order asap, after which she would ship it immediately to us. Four days (including the weekend) after this last conversation, we received the eyeglass frame. If you have issues with Sunoptique, I am confident Shelly will do everything in her power to rectify them with sincere concern and grace."
"Ordered a frame, did not get get any updates for 3 weeks, tried to contact them with phone(nobody answers), email(no reply), web chat( also no success). Disputed visa transaction with my bank.
Never-ever with them again!"
"Order 4 pairs of glasses, 2 were actually shipped, automatically refunded the difference. Why have items on your site your can't deliver?
Of the two remaining, glasses came in a box without padding/bubble-wrap, found one frame to be too small and needed to return. I provided the bubble-wrap for return shipping...
Called 3x, emailed 4x over a week to get a return authorization... no response... from anything. Due to the time sensitive nature of this 14-day return window, I called again and finally got a person on the phone. Was issued return auth which I paid $10.41 in tracked shipping to return.
Glasses were returned to vendor 10 days ago (7 business days) yet the refund has not been issued. Looks like I need to jump through hoops yet again just to get the refund processed.
Never again will I purchase from this vendor, I recommend you spend the extra $10 and go to another. Note: sunoptique.com had customer service provided by " Internet Eyewear Group" whoever they are.
I should have known better, just looking at the dated website should have been a give-away to avoid this online retailer.
"
"I went into my eye doctor office and asked for a duplicate frame because my old pair broke. They wanted over $800 for frame and lens!!! No way! I had my eye on a Charmant pure titanium eyeglasses with progressive lenses. I went online and found SunOptique.com. The frame and lenses were $375 with 10% discount coupon. I didn't believe it but the customer service agent agreed with the price. 10 days later I had my glasses and I am loving it.
I will be back for more glasses."
"This is the worst company I have ever had contact with. I am an avid online shopper (Amazon, etc) and I often have great luck. However, this company is a scam. I bought a pair of online frames and entered in my recent eye prescription. I also sent them via email a hard copy of my prescription that included all information. My glasses arrive in only a few days and the frames were nice (a little bigger than what I had tried on in person at another eye glass store, but nice. The problem was that my prescription was off. The glasses made me dizzy immediately after I put them on and after only a few hours I had a lot of eye pain from wearing them (even though my prescription HAD not changed from my last pair). I sent an email the very next day to the details on my paperwork (****@****) saying that I noticed on my receipt that the total PD distance was listed incorrectly. I heard nothing back ever. I emailed sunoptics directly as well. Nothing. It has been weeks and now I have a useless pair of $206.90 set of glasses. I would never recommend this company to ANYONE. "
"Ordered two frames on November 9th and paid extra for quicker delivery. It's a week later, no delivery, no email stating when it WILL be delivered. Tried to call "customer service" - got some girl that just answered "hello" - when I asked about my order, I got put on hold for over 10 minutes...I finally hung up. Emailed customer service twice - no response. About to call my credit card company by the end of the week and have the charge reversed. Beyond disappointed!"