Since 2006, SmartBuyGlasses has been a market leader in the online designer eyewear industry. With the biggest selection of designer sunglasses, glasses, and contact lenses, SmartBuyGlasses has delivered eyewear to thousands of satisfied customers.
Is SmartBuyGlasses legit?
SmartBuyGlasses (smartbuyglasses.com.sg) has a 3.7 out of 5 rating on OK.one, based on 565 user reviews collected here. It is listed under Health & Medical and its reputation is mixed. 70% of reviews are 4 stars or higher and 15% are 1 star; The business has replied to 97% of negative reviews; Reviews mostly discuss Product, Quality, Price. Last updated 2026-10-24.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company. Customers frequently praise the prompt shipping services, mentioning that items arrive well-packaged and exactly as advertised. Many people also highlight the helpful customer support team, highly reasonable pricing, and the wide selection of available brand frames.
However, some customers noted that delivery sometimes took longer than initially expected or shown on the website. A few reviewers also mentioned encountering occasional issues, such as misaligned parts or receiving orders without proper processing. Consumers occasionally experienced delays with refunds or encountered specific difficulties that required contacting support to resolve.
Auto-generated from all reviews of this business. For reference only.
My friend and I placed 2 orders last month and until today we have not received our items! My friend received an email telling him that his order is now Backordered. However, both our items are still on sale with a remark "Ships within 5-11 days". I think this is their tactics to lure potential customers to place an order with their preferred frames and then later ask them to change to those frames that they are unable to sell. All potential shoppers, buy at your own risk. You can check the status of the 2 frames we ordered: Armani Exchange AX3048F and Oakley Milestone 3.0 OX8093-06. Both frames are still available for sale on their website.
Reply from SmartBuyGlasses2019-05-02
Dear Clement,
Please accept my apologies for the delay in your order and for the inconveniences. Please understand that we do not try to lure our customer with products we cannot provide, however, in the unlikely case that an order is delayed we try to offer different solutions, including the cancellation of the order.
In any case, as I can see, one of the orders has been already delivered while the other has been cancelled and refunded.
I will contact you right away as well to confirm that everything is fine now.
Sincerely,
Michael
I have bought many pairs of glasses and sunglasses from SmartBuyGlasses and the last pair was the fastest pair delivered to me without any issues on delivery
placed my order on the 26th and order status has been stuck under ‘rx lens processing’ ever since then. contacted their customer service to enquire on the status and only then did they tell me that they need the original prescription form given by the optician. i submitted my prescription in a table form and prescription was confirmed. there were no issues then and they did not email me telling me that they need the original prescription either. order was left hanging for over three weeks until i contacted them myself asking about the order...
Reply from SmartBuyGlasses2019-05-02
Dear Customer,
Please accept my apologies for the inconveniences with your order. Unfortunately, due to align with the local laws, when a customer from Singapore order prescription lenses we need to request the original prescription.
You should have received a follow up email on time to inform about this issue, please accept my apologies if this was not the case.
If there is something else I could do for you, please do not hesitate to contact me.
Sincerely,
Michael
Webpage hanged when redirecting to payment completion page. Order didn't appear in order history and hence no Order ID number. Website did not ask for OTP but received an SMS saying that a payment of S$194.40 was made. Called bank and was told transaction was successful. Sent an email to customerservice @smartbuyglasses.com.sg. Really hope that this can be resolved quickly. Dear admin of smartbuyglasses.com.sg, please respond to my email asap if you're reading this. Thank you.
Updated review: The staff were prompt in rectifying the problem. Was informed that the order was processed, but it was not showing in my account.
Reply from SmartBuyGlasses2019-03-18
Dear Wee Kiong Ng,
I am sorry to hear you had issues while placing the order. Please accept my apologies for the inconveniences.
I have already sent you a private message to help solve this problem. Please kindly reply to my message at your earliest convenience.
Sincerely,
Michael
Horrible service to Singapore. Order wasnt delivered, promissing delivery every day and then not comming. Dont buy, save your time and money
Reply from SmartBuyGlasses2019-03-14
Dear Dany,
Please accept my apologies for the delay on the delivery of your order.
As I can see, you have receive already your glasses. I hope you are satisfied with the order.
If there is something else we could do for you, please do not hesitate to contact us.
Sincerely,
Michael
I had ordered an Oakley EV Zero Path Green Field version. SBG shipped EV Zero Road version. Model number was the same but glasses inside was different. I returned it sent it back at my cost. The customer confirmed the correct glasses was available. Green Field version. Then after 1 month I received the replacement package. When I opened it it was the exactly same EV Zero Path Road again! The same model I sent. This is ridiculous! If I send it back it is my cost again. SBG did not offer to pay for postage of return again. They offered a refund of previous postage $15 and 5% discount for next purchase. I am very unsatisfactied.
Reply from SmartBuyGlasses2019-03-06
Dear Loke,
Please accept my apologies for sending you an incorrect item twice.
We are currently checking the issue with the supplier and will contact you with a solution as soon as possible.
Sincerely,
Michael
Payment getaway still waiting to verified payment but in fact the payment already go through my credit card. E-mail already send to customer service for an update of the progress as why this thing happened,
Kindly refund my money back at soonest possible if your side does not want to proceed with my order.
Reply from SmartBuyGlasses2019-02-26
Dear Philipws,
Please accept my apologies for not being able to complete the order in this case. Unfortunately, there was a problem with the payment for your purchase.
As I can see, the payment has been already refunded back to your credit card. If there is something else we could do for you, please do not hesitate to contact us.
Sincerely,
Michael
Never received the sunglasses, and still waiting for them.
My name is Manuel Oxagaray
Id number orden ND0480100121G
Reply from SmartBuyGlasses2019-02-26
Dear Manuel,
I am sorry to hear that you did not receive your order.
I will contact with you right away to help you solve the problem.
Sincerely,
Michael
Website should've made it clear that the sunglasses were coming from Hong Kong, and I didn't receive a confirmation email with estimated delivery date. However I did receive the sunglasses within 2 weeks of purchase.
Reply from SmartBuyGlasses2019-02-13
Dear Melinda,
I am sorry to hear that you did not receive a confirmation email for your order. You should have receive one a few hours after the order was placed.
In any case, I am glad to hear that you have received your order correctly and I hope you are satisfied with your new glasses.
If there is something else we could do for you, please do not hesitate to contact us.
Sincerely,
Michael
I placed an order on 10th
February but i did not receive any subsequent updates on my order. The order was not reflected in my account but the amount was deducted from my bank. Dropped an email to customer service and have yet to get a response.
Reply from SmartBuyGlasses2019-02-26
Dear Tok,
Thank you for the information, we were able to identify your order and I am glad to inform that it has been shipped already.
I will contact you right away to provide the tracking information.
Sincerely,
Michael
Have sent them 2 emails regarding my case several days back, still no reply.
1) Bought a rayban clip-on sunglasses which came in defective
2) Was charged double for a single order
Will I finally get a reply here?
Reply from SmartBuyGlasses2019-02-01
Dear Lim,
We are sorry to hear that you were charged twice for your recent order with us.
As per the records, one of the Service representatives has been in touch with you already to resolved the problem.
You can be assured that your concern will be addressed accordingly.
Best regards,
Ben
Smarbuyglasses
I’ve had to come back despite my bad rating last time as I lost my glasses! Let me be clear, the ONLY reason I did is because of the price.
Tried to order again and they don’t
have my frames in stock so will take 4 weeks. So they email me and send a link with frames they have in stock as they will be quicker. I choose a pair from the link. They then email me back and say in their experience it will take just as Long as the original pair!! Why do they bother? They cannot even spell customer service. Things just do not connect. Really disappointing.
Reply from SmartBuyGlasses2019-01-28
Dear Jill,
Thank you for your feedback.
We are sorry to hear that your experience with us hasn't been perfect. We understand the urgency of the order however the processing time of the item purchased is up to 4 weeks and this is advertised online.
Our Service representative will get in touch with you shortly to resolve the issue.
Kind regards,
Ben
order ID - SG0288837721G.
placed order in Dec, the team said the product should arrive by mid Jan. now I keep getting updates stating that my order is delayed (no specific date provided).
As an e-commerce site, estimating delivery date should be a standard. Now I'm wondering if this is actually a scam!
Reply from SmartBuyGlasses2019-01-30
Dear Shazan,
Thank you for your feedback.
We regret that there is an unusual delay in the fulfillment of your order.
The availability of the eyewear varies in real time basis. We, however, do our best to secure stock for you. We will get in touch with you for immediate resolution.
Best regards,
Ben
Smarbuyglasses
Just when I thought things couldn't get any worse, Smartbuyglasses did it again. Recall my last review. This is not the full story behind this gross mismanagement of my order by the customer service representative(s). It all started when I placed my order on 12/22/2018. I uploaded my prescription from Optical 88, the official partner of Smartbuyglasses, to my order. Afterwards, I received an email from a customer service representative informing me that the prescription form was incomplete and requesting that I email it to him. I sent him my form and asked why he said that form was incomplete when it was a complete and valid official form, which was used for my previous order without any problems. He then changed his story and replied that I did not upload my form and that was the reason why he requested me to email it to him. I replied to say that I did in fact upload the prescription during the order process. He then replied to say that the prescription was accepted and that the lenses would be processed once the frames were available.
This is just part 1 of this harrowing experience. Then came part 2, the ordeal I described in my previous review, in which a second customer representative (different from the first) emailed me about canceling my order when I never even requested a cancellation. They appointed a third customer service representative to reply to me to apologize for the mistake and to inform me that my order would be processed and delivered in due time. But wait, that isn't the end.
Enter Part 3 of the farce, which is truly bizarre. On 1/21/19, exactly 1 month after placing my order, I received an email from the third representative, claiming that my prescription form was invalid and again suggesting that I go to Optical 88 for an eye examination and email her a valid prescription. I replied immediately and attached the valid prescription from Optical 88 I had sent to the first representative and asking why it was not valid since it had been accepted to process my previous pair of glasses. Later that night, she replied to apologize for asking me to re-send my prescription and informed me that the lenses were being processed.
To all potential customers, it is up to you to judge for yourselves if you think you should deal with this company. After my experience, I would advise that you save yourself the headache and frustration.
The customer service representatives of Smartbuyglasses are absolutely incompetent and bungling. After repeated complaints from different customers, they have done nothing to improve their performance. If you read the reviews you will know that I am not the only one who has experienced this treatment before, there are others like me who have been subjected to the same annoying experience of being repeatedly asked to repeatedly email their prescription forms and being told that their forms aren't valid when they are perfectly fine.
Even when my order was about to be shipped, the tracking number provided was not recognized for about 4 days by the Aramex website (invalid tracking number) Then on the 5th day, it became recognizable to Aramex and I was able to track the shipment.
This is the final chapter. 2 days ago, the third customer representative sent me an email claiming that the shipping company had notified her that my order had already been delivered to my address. However, it was still with the shipping company. I input the tracking number of my shipment into the Aramex website the day after i received her email and saw that it was at their main office awaiting delivery. I sent a reply to inform her that I did not receive it. That evening the package was delivered to me. So you can see what I am talking about. Even the courier company they use apparently has issues.
Reply from SmartBuyGlasses2019-02-04
Dear Lawrence,
Thank you for your feedback.
We regret to hear that your experience with us hasn't been perfect. As per the records, one of the Service Manager has been in touch with you regarding the issue.
Also, the order has been successfully delivered. To discuss this further we will continue to communicate with you and resolve any problem asap.
Kind regards,
Ben
This is the first time I ordered eyeglasses through online. Initially I really impressed with the website and the whole process of ordering, it’s easy and breezy. But then I need to change something with my order and emailed them ... but no reply at all though the email is important regarding my order and I need my eyeglasses quite urgently.
Come from e-commerce industry myself, I think urgent email should be replied within one day at least. Ideally within few working hours. And since they dont have hotline number, you just need to wait for the email reply... still waiting for the reply now...dont know whether they do read my emails or not...Please do make an improvement in your customer service, smartbuyglasses. Such a nice business module - need a nice customer service experience too.
Reply from SmartBuyGlasses2019-01-18
Dear Lynn,
We regret to hear that you are not happy with our service.
The slow communication is not usual and not the standard of our company. We are doing our best to address all concerns from different channels as fast as possible.
We will be in touch with you shortly to resolve any issues.
Ben
Firstly, my credit card was charged more than the order amount, which had to be disputed.
Then I had to resend my prescription by email, even though it was uploaded with order.
I waited one month for my order, only to be notified that it is cancelled, with no refund.
So my order never arrived, I wasted my time, and my money is gone.
This is not working. Don't be tempted by the prices.
Reply from SmartBuyGlasses2019-01-10
Dear Lim,
Thank you for your feedback.
We are sorry for the long wait in the fulfillment of your order. The copy of your script has been received however, there is information needed to cope with import regulations in Singapore thus require us to request a copy with the required details. Our apology for the inconvenience this has caused you.
For the extra charged, we only received the exact payment for the item which has been fully refunded. To discuss this further, we will immediately get in touch with you.
Best regards,
Ben
Smarbuyglasses
I ordered a frame which was labeled "Top Sellers" only to find out via email that it was out of stock. When I sent an email to ask when it would be in stock, the reply from customer service came 3 days later and it was simply bizarre: "I have received your cancellation request..." and "I have found some similar models for you to consider before we process your refund." along with an offer of a 5% discount.
I replied to say that I had not submitted a cancellation request and wanted to find out when the frame I ordered would be back in stock, along with some other questions. That was 2 days ago. Come on, surely it doesn't take that long to reply to an email from a customer?
Seriously Smartbuyglasses, what on earth is wrong with your company? Why can't your customer service representatives ever answer questions correctly and promptly? Why have you not improved on your business practices after similar complaints from other customers, e.g. Joe Tee? Why advertise products on your website, collect money for the sale of these products and then later notify the customer that they are no longer in stock, and then avoid answering valid questions from the customer? That's the wrong way to do business! You should check your stocks first before collecting payment!
Reply from SmartBuyGlasses2019-01-10
Dear Customer,
We understand that your recent experience with us wasn't satisfying. Our apology for the inconvenience caused.
We are reviewing your previous communication with us and will provide actions for the bad service you received. This is not what we expect you to receive. We deeply are sorry for what happened.
I can see that one of our Service Manager has been in touch with you already. Be assured that we will resolve the issues in a timely manner.
Best regards,
Ben
Smarbuyglasses
Their customer service did not respond even after numerous emails sent to inquire on the the whereabouts of my order after the courier company Aramex informed me that the tracking number given to me was invalid. I only received their reply to address my questions one day before I received my order.
Reply from SmartBuyGlasses2019-01-03
Dear Customer,
Our apology for what happened to your order.
The delay is unexpected and we are deeply sorry for the inconvenience.
The tracking number provided to you is correct, however, the courier tracking site is not updated on a real-time basis thus showing invalid when trying to track it. It needs time to update with the shipping information.
We will get in touch with you shortly for more details.
Best regards,
Ben
Smarbuyglasses
Terrible experience. Its been a month and i have not recieved my order. Approached support and they said they recieved the wrong size and asked if i could accept it. OF COURSE I CANT ACCEPT IT. Then tells me I'll get a 5% discount for the inconvenience and pricing for express shipping like its my fault. If i had not probed i would not have known the reasons for the delay. Bloody horrible.
Reply from SmartBuyGlasses2018-12-26
Dear Joe,
Thank you for bringing this to our attention.
What happened is not usual and not the standard of our company. We are deeply sorry for the inconvenience.
We will get in touch with you immediately to discuss this further.
Best regards,
Ben
Smarbuyglasses
I ordered a pair of glasses with a prescription on 9 October 2018 and was charged immediately. After being given an apparent shipping number (which was not recognised when I entered the details on the shipment tracker) I was told that the glasses had be returned.
The order has apparently been re-processed.
Almost 8 weeks later, I still have nothing.
Perhaps this is a SCAM site.
UPDATE:
So I received my glasses 10 weeks after I purchased them. This was a little longer than than the 'ships same day' or 'within 1-2 weeks' that I was led to believe.
Reply from SmartBuyGlasses2018-12-04
Dear Leon,
Thank you for your feedback.
We regret to hear about what happened to your order. I can assure you that we are a legit website and you will receive what you have purchased.
We will get in touch with you immediately to resolve the issue.
Kind regards,
Ben
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