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.
This is the second time I'm typing this review as the first on was not posted which I do not know why. I did not save my content from the previous lengthy review, but I am so determined to warn all of you.
Here we go.
THE GOOD
Quality glasses, competitive prices.
SLOW UPDATED RESPONSE
Item was backordered but did not receive any automated updates until I checked it myself via the website. The website claimed that I was already informed by at that point I was not. Contacted the customer support agent, got a response two days later together with two other emails 1) Item Backordered and 2) Item Confirmed, which should already have reached me even before I had to write in for help. But that's a small issue it can be easily resolved with some programming and server tweaking
HORRID LOGISTICS PROVIDER
I read the shipping information and I knew there was a chance that Aramex would be responsible for the delivery of my purchase. I was hoping that I would not be that unlucky but yes, I was really unlucky. I never had a good encounter with Aramex (so do my family and friends) and this time it proves the same.
Aramex does not provide real time automated updates to consumers pertaining to their delivery, no email updates, no SMS updates no nothing, you are supposed to keep yourself updated by tracking it yourself- I do not know of another logistics company that still operates as such in this Web 2.0 era.
One fine morning (at 830am) I decided to check the location of my purchase and realised that it was on the way for delivery that day. I kept my door opened (its an everyday thing we keep our doors open from 8ish in the morning till late night because we always have a lot of parcels incoming as we are all avid online shoppers), expecting the delivery but they didn't.
Or so I thought.
At 4pm, my father came home and showed me a 'missed delivery' slip on the door. Apparently, Aramex came but probably decided a ghost in my house left my door opened and since there is no human in sight, the Aramex courier decided that there was no need to knock the door or call out to check, so it became a 'missed delivery'.
I called Aramex thereafter and was told the next redelivery will be three days later. Fine. However the next day, the haunting 'missed delivery' appeared again. I gave up. I drove down to their office to collect it myself two days later.
DEAR SMARTBUYGLASSES SG
Please, please do away Aramex as your logistics provider. It is not your fault that the shopping experience was bad, it was them because they did not represent your brand well at the last leg of the entire sales process and that should not be the way if you would like to retain recurring sales or have a good word-of-mouth marketing from your customers themselves. If you are good, we will share, If you aren't we will too!
But the thing is it's not even your fault that the shopping experience became sour, it's not worth a bad review on your company because of your choice of logistics provider. They ruined the entire shopping experience because they could not close a happy transaction for you, instead of retaining a happy customer, they created an upset one.
I actually do have a number of glasses I saw on your website that I would like to purchase (I'm an online shopaholic) but I probably will not purchase any more from your because I really do not wish to encounter Aramex again. Sorry.
DEAR POTENTIAL BUYERS
Buy if you want quality glasses at competitive prices but only if you don't mind taking a risk to have Aramex deliver your purchase. If you just want a fuss-free happy transaction, buy from their competitors, I bought from them before and they only use the tech savvy big boys such as DHL, FedEx or UPS. Their prices are about SGD$30 more expensive than the glasses at SmartBuyGlasses Singapore.
Reply from SmartBuyGlasses2015-06-08
Dear Sheena C,
First of all we're glad that you're happy with our service and product, were it not for the shipping issue.
We're so sorry for the inconvenience and actually shocked to hear of this delivery issue. We offer shipping via several partners, with the aim to get your order to you in the shortest time possible.
I'd like to clarify and emphasize that we take our service as a whole very seriously, which means that we also closely monitor the deliveries of our shipping partners. In your case obviously something did not go as it should have. We currently are investigating this already and our service manager will be in contact with you shortly after.
In regards to the updates, please note that we will keep you updated with every update there is on your order. Our processing times are indicated on our websites per model just to make sure that the overall time path for the processing of an order is clear. Though we have limited staff working on weekends, unfortunately sometimes it may take until Monday for you to receive responses for replies sent in weekends.
Again our apologies for the inconvenience.
Best regards,
SmartBuyGlasses
After much research of finding the right pair of glasses for my significant other, I stumbled on SmartBuyGlasses.sg, since I'm based in Singapore. They carry a decent selection of designer glasses and I was happy to see that they offer to setup prescriptions lens for whatever designer glasses I order. I verified through the Q&A and their directions on how to order a pair of glasses with prescription lens. I had my significant other setup an account and had the prescription information saved into the account.
There was no indication if whether or not prescription lens would be included when making the order. It wasn't until I made the purchase of a pair of glasses that it was indicated there was no prescription in the order confirmation details.
I then reached out to SmartBuyGlasses' Facebook page and inquired on this confusing and misleading ordering process. And then it all made sense: a representative from SmartBuyGlasses on Facebook tells me that their Singapore location CAN NOT do prescription lens. All of this could have been avoided had this been clearly indicated on the website. Not cool.
Reply from SmartBuyGlasses2015-05-26
Dear Wilfred Castillo,
First of all I'm very sorry if there were any misunderstandings. Please note that throughout our website we are unable to process prescription lenses as mentioned due to compliance reasons. While on our website we do not offer any options to add prescription lenses to your order, perhaps this was not clear to you upon placing your order.
Should you like to return the item and opt to purchasing eyeglasses with prescription lenses, please feel free to contact our service manager via [email protected]
Best regards,
SmartBuyGlasses
Order process is frustrating and response from Customer Service too slow. Never had such a horrid experience buying online.
Chronology of events:
6/9/14 - Place order
8/9/14 - Received Email saying my payment is "Potential Risk Transaction". Need to provide ID etc to verify myself. Feeling annoyed, I still wanted to try their service so I gave them my ID, payment charged.
11/9/14 - Item Back-ordered, need wait for 1 - 4 weeks for delivery or full refund. I chose full refund.
12/9/14 - They counter offer with some models which is "fast shipping item" and will be delivered the next business day. Stupidly trusting them one more time, I changed my request to get one of the "fast shipping item". They gave me a link to confirm the item without proper instruction how to re-order.
13/9/14 - Received email from them on how to re-order and replied their email.
15/9/14 - No news or update from them, emailed them to check the delivery & refund additional cost status and still no news yet when this review is submitted.
17//9/14 - Items finally shipped after lengthy correspondence. Very fast shipping, expected to receive by 18/9/14.
Thanks the staff for expedite the order, now waiting for refund additional payment, hope it is as fast as shipping.
Placed an order 1 June 2014, money deducted from my accounts 4 June 2014. after that, nothing happened. i went to their facebook page and posted one enquiry and it went off to timbuktu untrace. then i had no choice but to wrote as comment on one of the recent correspondence and someone signed as [Name] mentioned
//quote
it usually takes us 5-11 working days to dispatch the order.
//unquote
now it doesn't take a genius to interpret that DELIVERY TIMEFRAME IS 5-11 WORKING DAYS. now today is 13 June 2014, meaning 10 working days GONE and the status is still STOCK CONFIRMED and nothing else.
i emailed to the customer service AND servicemanager and none of them seem don't bother to reply nor acknowledge me any sort.
make me wonder why there are some people gave them 5 stars, are they genuine buyers like me or not???????????????????????????????????
I am buying a sunglasses, not a PICASSO!
Reply from SmartBuyGlasses2014-11-06
Dear Adeline,
I'm sorry to hear that you have had such a bad experience with our company. From time to time some delays may happen due to the brand's popularity/exclusivity or limited production line.
Being in business since 2006, we are working hard to provide the easiest and pleasant on-line shopping experience to our customers. We will follow up with this case to make sure that such situations are avoided in the future.
Best Regards,
SmartBuyGlasses
Ordered a month ago and still no delivery, and no help from customer service
Not only have they not delivered the sunglasses I ordered and paid for a month ago, Smartbuysunglasses have dropped the responsibility completely and told me to follow up with the delivery company myself. They too are not responding. I can only think this company is a scam and the previous good ratings are plants. New buyers beware!
PLEASE NOTE: the reply from Smartbuysunglasses is factually incorrect: 1. My contact information is the same as it has been from the ordering stage - no one has contacted me nor has new information been requested from me at any stage. 2. I've been calling the courier company Toll many times for over 2 weeks, who are also incapable of resolving this. 3. Until now I still have not received anything at all and there is absolutely no contact with any form of resolution from anyone.
Reply from SmartBuyGlasses2014-01-14
Dear Valued customer, thank you for your feedback.
Please, note that we use 3rd party Courier company, in order to provide fast and efficient delivery service.
As you've been informed, they were not able to reach you via provided contact information, that's why we advised you to contact them directly and reschedule delivery time / provide new contact information.
Our customer service team will make sure you have necessary contact information to follow up on your side. We also hope for your understanding that such circumstances are out of our control and hope you will enjoy wearing your new pair.
Kind regards,
SBG
Received the item promptly. Unfortunately it didn't come in the original packaging, looked like a kid had packed it in. That was a bit of a downer
Reply from SmartBuyGlasses2013-12-27
Dear Hari,
Thank you for your feedback.
I forwarded this comment to our Distributor office to follow up on this. We are very sorry to hear that you were not satisfied with the packaging.
I would like to assure you that all glasses are 100% authentic, from reliable Italian suppliers only; goods are coming in full original packaging, as we get it from the suppliers.
If you need any further assistance or follow up on this case, please, get back to us at [email protected]
Kind regards,
Anna
Payment made, Item backordered, no reply and no contact no!
I have ordered the shades from the website last week and payment have been made too. But the next day I checked my order, it said 'backordered'. The pax asked me whether I want to change or wait at least a mth. I went into the site to change another shades but it brought me to 'Proceed payment'! So I clicked on 'Put item back to cart', it brought me to the Payment page again! This is the first time I am ordering from this site and it was supposed to be send as a birthday gift but now it got dragged. TOTAL DISAPPOINTMENT.
Reply from SmartBuyGlasses2013-11-27
Dear Kelly,
Thank you for provided feedback.
Please, be informed that regular processing time is 5-11 working days. If selected item is not available due to brand's popularity / exclusivity / limited production line (Backordered status), we always provide several options to our customer to resolve the issue.
If the customer would like to change delayed order for any other model from Fast shipping section, it's necessary to contact our customer service team providing all the information. We will then amend the order in our system and make sure it's shipped as soon as possible.
According to the latest correspondence, CS team is following up with you regarding this matter.
We thank you for your time and patience.
Kind regards,
SmartBuyGlasses
Poor customer management, no phone information line - Order is still not even approved for 3 days!
I have made my order on the 4th of Sep and since then it has not been approved and pending. Firstly, I was asked by your automatic reply to confirm my address because my order was identified as "potentially fraudulent" & no reason was explained, so I send a copy of the bill. Then, I was contacted by the company representative Mark this time stating that the auto reply is out of date, they don’t accept bill copies and I need to send driving license or passport copy. So I did send my passport copy yesterday, on the 5th of Sep. More than 24 hours have passed and nobody contacted me anymore. I don’t know if my order has been approved! And the money for the glasses has been charged from the first minute I made an order!
So is it going to take a week just to confirm the order, not speaking about 2 weeks of waiting the good!!!???
Reply from SmartBuyGlasses2013-09-10
Dear Inga,
Thank you for provided feedback.
We have forwarded this case to customer service management team to follow up with you and also to check the out-date template that you received from our system.
We apologize for any inconveniences caused and confirm that your order was placed with our Italian suppliers and confirmed already. Once we receive the shipment in our Distributor office, glasses will be dispatched via fast courier company within 24 hours.
If you have any further questions or concerns, please, don't hesitate to contact us at [email protected]
Kind regards,
SBG
Slow delivery. I have not got my glasses yet, after waiting for a unreasonably long time.
Reply from SmartBuyGlasses2013-09-05
Dear Dong Lin,
Thank you for your feedback. According to the order history and correspondence history, delivery delayed due to courier company's issue.
We apologize for any inconveniences caused however hope for your understanding that such circumstances are out of our control.
We hope you could contact courier company as per our advice and reschedule delivery / pick up the item.
If there's anything else we can assist you with, please, don't hesitate to contact at [email protected]
Kind regards,
SBG
I ordered a Wayfarer in the morning. Realised it was the wrong size in the afternoon so dropped a note requesting for change in size. The evening - an email came stating the sunnies was sent. And the following day, an email stating that they will address my situation??? Further email exchanges confirmed that my sunnies were indeed sent thought i had requested for a change in size. Not sure how the internal system works but if the customer service is more efficient, then it would have been fine. What a let down...
Still sunnies arrived in good order, courier delivered.
while i order the sunglass, they confirm that, original made in Italy, . but i received made in CHINA...
I don't like the sunglass,
while i place the sunglass order , they confirm that, original made in Italy, . but i received made in CHINA... the quality of the sunglass very poor... better don't buy from smartbuyglasses....
I've recently bought my rayban 5228 dark havana from smartbuyglasses.com.sg. I've received my spec within one week and I am really satisfied with the delivery service.
But my nightmare began when I opened the spec box. I realised that my rayban spec has missing logo on the bottom side of the frame. I double check with the company website and with my friend's spec and realised that the spec that the company sent me is different from the photo that they posted.
Another problem is that the logo on both side of the frame has different textures (one side is smooth and blend in with the frame, another side of the logo is pop out).
I tried emailing the customerservice and servicemanager for refund but i didnt get an response from them. I'm utterly disappointed with the service and I hope the customer service will respond back to my request asap.
Reply from SmartBuyGlasses2013-07-08
Dear Joycelin,
thank you for provided feedback. I'm very sorry to hear that received glasses are not in perfect condition.
Such cases are extremely rare and we will immediately follow up with suppliers and distributor office.
Meanwhile, our customer service team will assist you in returning the glasses.
On behalf of Smartbuyglasses we would like to apologize for any inconveniences caused and thank you for your time and patience.
If you have any further questions, please, don't hesitate to contact at [email protected]
Kind regards,
SBG
I made my order on the 12th of June.It has been 16 days and there are no updates to my order's status other than "stock confirmed". I would have to email them,in order to attain at least a tinge of further details on my order.My holidays are nearing it's end and I at least need 5 days for preparing my prescribed lenses in accordance to the eye glasses I bought from smartbuyglasses . It has been 2 days since I emailed them recently and not even a single reply.
Reply from SmartBuyGlasses2013-07-08
Dear Ramakrishnan Harish,
Thank you for provided feedback.
I'm sorry to hear that there's a delay with your order processing.
Please, note, due to the busy summer season, unfortunately, some orders may be delayed, despite we are doing our best to process them within advertised time.
I will make sure you receive proper follow up from customer service team.
If you have any questions, please, don't hesitate to contact at [email protected]
Kind regards,
SBG
EXTREMELY DISAPPOINTED!!! STILL HAVE 3 ORDERS WITH THEM....LET'S SEE HOW IT GOES...
Buying from them is quite a painless process IF everything goes smoothly.
BUT, if you have to return and item for a refund, be prepared to know the true meaning of frustration.
Bought an item from them 15 May 13. Asked for a RMA number for a refund on the same day as item looks different from the website. Had to email them twice to finally get the RMA number. Returned the item and they emailed me to tell me refund processed on 21 May 13. Despite having to email them twice, it is still quite painless.
Until today I have yet to see my refund! Email they sent said it may take up to 10 business days. 10 days passed and I emailed them yesterday, and they said they will process it and I should get my refund in the following 24 hours. Today, they sent another email saying it may take up to 7 days.
JUST HOW MANY DAYS DO I HAVE TO WAIT FOR MY REFUND?????? And the information they provide have such HUGE difference. From within 24 hours to 7 business days???!!!!!! And they asked for my patience?? Why don't they put themselves in my shoes???
Their service level have fallen at an alarming rate. Emails are never replied within 24 hours and some not replied at all.
I like to hear from them if they can guarantee I will get my refund in the next 7 days starting from today, or I have to email to REMIND them again and play the waiting game again!
Looking forward to your reply Smartbuyglasses!
Update as of 06/06/13
Emailed them on 05/06/13 and its now been 24hours and as expected, no replies from them. Just emailed them again, let's see if they bother to reply to me, and on this website.
Seems like no one at Smartbuyglasses is able to guarantee that I will get my refund in the next 6 days (countdown started yesterday).
Still waiting for your reply Smartbuyglasses!
Reply from SmartBuyGlasses2013-06-14
Dear Alex,
Thanks for your feedback and inquiry.
I'm sorry to hear that you haven't received reply to your email within advertised 24 hours. Our customer service team works very hard to handle all inquiries within this time, however, due to the summer season coming up and increase of email volumes, response time may be a bit longer. We apologize for any inconveniences caused by this situation.
Regarding the miscommunication about the refund processing time, I will make sure that this feedback will be passed on to the team and avoid such situation in the future.
It usually takes 2-4 working days to be processed by the bank, and for some cases up to 7 working days, it depends on the method of payment.
I have checked your order and we have already refunded it and also, our customer service team has already sent you refund proof. If further assistance is needed to this or to the other orders, please, contact us at [email protected]
Once again, our sincere apologies on this matter and thanks for your time and patience.
Best Regards,
SBG
I am a return customer. First purchase was ok. So I decided to buy again. A disappointing experience. I purchase, I paid immediately. If they are charging for shipping fees, then I expect the shipment to be fast but it is instead frustrating. No update of status till I had to initial the inquiry 8 days later, then realized the item is still not even in their warehouse yet. Purchased 17 April, finally despatched on 30 April, two days longer than promised. I can accept the delays, but not informing me and leaving me wondering is not cool. Service reply from Adrian initially was ok. Then another person - Ines took over and his reply made me feel they are just shifting responsibility, he basically just deny the delay and don't bother to write properly to a customer. Since they are charging shipping, the prices goes back to about the same where you can get from local shops -if you shop hard enough for deals. But with that nearly month long wait for shipping, plus they charge for it, heck, will not buy again.
Reply from SmartBuyGlasses2013-05-24
Dear Anton,
Thanks for your feedback.
Firstly, I hope you have liked your new pair of glasses and can enjoy wearing it.
I have checked your order and I noticed that we dispatched your item within advertised time, note that the time stated on our website is 5-11 working days.
I am sorry to hear that you are not fully satisfied with our customer service, I promise I will pass it on to the responsible person and make sure it will not happen in the future.
If there is further assistance needed,please, feel free to contact us.
Thanks for your time and patience.
Best Regards,
SBG
The sequence of events for my purchase is as such:
4 Apr 13: Made purchase with SmartBuyGlasses
19 Apr 13: Was told that my order will arrive at the despatch center at the week of 22 Apr
25 Apr 13: Was told that due to some errors, it will take another 5-11 business days for the stock to arrive at the despatch center
26 Apr 13: Was told that my item was supposed to arrive on 21 Apr 13, but was delayed.
7 May 13: Was told that my item is in transit and will arrive at the despatch center in 2-5 days. Nothing happened
20 May 13: Was told that item was still in transit and is scheduled to be despatched in the next 2 days.
21 May 13: Was told that there was a "sudden delay" in transit and it will take another week before the item arrives at their warehouse.
Complaints:
1. It's 33 working days/47 days/1.5 months now, and the order do not seem to be available to me anytime.
2. There was no initiative to update me during cases of delays. I had to initiate communication before I get an update.
3. Explanation seems to be dodgy. No details on why the "sudden delays" happened
Reply from SmartBuyGlasses2013-05-24
Dear Arnold,
Thanks for your feedback.
I'm very sorry to hear that you haven't received your order yet. Please, note, more than 95% of all orders we ship within advertised time 5-12 working days. However, from time to time some delays may happen due to the brand's popularity/exclusivity or limited production line.
Since you mentioned about updates, note that normally our customer service team keeps our customers updated in a weekly basis. I am sorry that you did not receive any updates, I promise I will pass it on to the team and avoid this situation in the future.
I also checked the correspondence history and one of our supervisors have contacted you already to resolve the issue as soon as possible, please get back to us at your earliest convinience.
Let me know if you need further assistance.
Best Regards,
SBG
Bought early this month for a vacation to the Maldives. Guess what, I've gone and am home and still no glasses despite various communications with customer service regarding my order. First I was told the glasses have been shipped and pending a tracking number, then I was told that the warehouse left out my glasses in the shipment and finally I received an email with a new order number but received n error message that the number is wrong! Overall very frustrating and unreliable. The solution that this company has for everything seems to be the 5% discount that they keep offering. I prefer to get my glasses in time!
spectacles did not really reflect truly what i saw in the picture online. courier service in singapore which they partnered with was so bad. i only received it abt 2 weeks after it arrived in singapore and i actually got it by going down to the office to take it because they were too inefficient in delivery. not really recommended.
Hello friends ,
Dont ever order any thing from this website , These people are cheaters . Have placed the order 20 days back till now they havent deliverd my goods eiher they wont reply to the mail . In there online tracking system they updated that item has been shipped through aramax but there is no tracking number for that . I lost my money .so better dont order any thing from this website these poeple are cheaters .
Reply from SmartBuyGlasses2013-04-18
Dear Valued customer,
Thank you for provided feedback.
According to FedEx confirmation, you already received the package earlier this week and we hope you are enjoying wearing your new glasses.
Seems that there were some misunderstanding regarding the tracking number / courier company. However, according to the email history, customer service team representative provided you correct information. We'll follow up with IT department to see if website had false information and why.
We thank you for your time and patience.
If you need any further assistance, please, feel free to contact at [email protected]
Kind regards,
SBG
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