SmartBuyGlasses

Concern Regarding Conditional Incentive Offer by SmartBuyGlasses

Further Update: Yet Another New Reason + Review Upgrade Request After my original review, I received another response from SmartBuyGlasses management. A completely new reason was now introduced for rejecting the price match: The competitor website priced in EUR instead of ZAR, and comparisons must be in the same currency. This had never been mentioned previously across multiple earlier explanations. So the stated reasons have now included: competitor not authorised competitor outside region competitor promotion competitor must exclusively sell eyewear dispatch timing requirements SmartBuyGlasses own discount competitor currency not ZAR At this point, consumers can judge for themselves whether this is a straightforward price match policy or a moving target. More concerningly, I was also told that if I would consider retracting or updating my review to at least 4 or 5 stars, they may proceed with a goodwill discount arrangement. I leave readers to draw their own conclusions. My review remains based on the full documented experience. Following my review, I received a direct message from the company in which they stated that they could offer me a 26% goodwill discount. However, they also stated that if I would consider retracting my review or updating it to at least 4 or 5 stars, they may be able to proceed with that goodwill discount arrangement. This appears to make a commercial benefit contingent, at least in part, on changing or improving a public review. My concern is that this may undermine the integrity of reviews and place pressure on customers to alter genuine feedback in exchange for a benefit. I am also concerned that this may not be an isolated incident, but part of a broader pattern of attempting to neutralise negative reviews through incentives. I would therefore appreciate it if this matter could be investigated in line with Trustpilot’s terms and policies. I would further appreciate if this communication could be reviewed under your platform’s policies regarding incentivised reviews, manipulation of ratings, or attempts to influence review content through conditional offers. Thank you for your time and attention. _______________________________________________ 1 May 2026 Hi Romar, Thank you for your follow-up. For clarity, I have already proceeded with my purchases from alternative retailers, namely parislunetier.com and sunglasses.ie, and therefore I will not be moving forward with this transaction. I appreciate your efforts to resolve the matter. My feedback remains that clearer upfront policy wording and consistent application from the outset would greatly improve the customer experience. You refused to keep me as a customer despite previous purchases I had made with you.

An abysmal experience!!!!…

UPDATE: My nightmare with this company continues, slow to respond, a complete lack of customer service, delivery delays and lost orders, customer service phone line disconnects, no one answers and no voicemail may be left. There are literally weeks before there so called, "service manager" will respond to issues with little to no follow-up. DO NOT order anything from this company unless you wish to endure pain and suffering and in-action. Their product is not free and is at great expense. Shop elsewhere and buyer beware and proceed with extreme caution. I have ordered multiple pair of glasses nearly over 30 pair over many years. The customer service and response of this company is beyond disbelief. My most recent order involve purchasing two pairs of prescription glasses that cost me nearly $1500 a few days after placing my original order. I got a call from someone at the company indicating they could not source one pair of my glasses from a distributor. A few hours later, I was informed that they could get it from the distributor after waiting several days I received no communication from this company only upon checking my order status was it marked delayed at no time did anyone contact me or send me an email for me of the delay at this point I’ve had it and I decided to cancel the second pair as of today’s date I still have not received a refund. I have asked a service manager to contact me repeatedly and have been ignored. Customer service is less than subpar. I was going to place an order for another pair of glasses, but can I get this company to respond buyer beware use extreme caution and purchase at your own risk! Customer service has been abysmal to say the lease. My order number is as follows: US0824013422GM.

Recommended shop

It was a pleasant experience to shop here. I had some problems with the shipping and their team was really helpful. Thank you so much. I will definitely come back and shop here.

Authentic Item

Good and authentic item. Very fast

False and deceptive pricing

False and deceptive pricing. Posted a price and tried to bait and switch on me. Other item missing proper case. Have been emailing with them for over 2 months now and the customer service is appalling. AVOID AT ALL COSTS

So disappointed

Update~ Please see reviews that have an "invited" on the top right by the name as this is when Smartbuyglassses contacts them and asks them to change the bad review offering a 10% discount! I should get a full refund and not have to hassle with any return to Hong Kong! This is how the company has a 4+ rating by offering a 10% discount! Beware this is unethical. Do not order from them! So disappointed! It took weeks to get my progressive sunglasses and I paid extra for expedited. The demo lenses came damaged and the progressive lenses are not gradient as that was the reason I chose them. I ordered polarized as I know polarized lenses can also be gradient BUT mine were not. Very disappointing! This company is not a trustworthy company. They continue to co tact you to change your review to a 4-5 in order to change the overall rating ! Trustpilot how can we trust you when this continues. Please see attached picture of email after sereral correspondence Unfortunately it won’t let me paste the picture of the email ! Again don’t buy from this online company they are not trustworthy bribing customers to change their initial review ! Buyer beware !

great glasses at a discounted rate

Quality not compromised

Very satisfied with purchase

Very satisfied with purchase. Love the style and was very surprised it came as quick as it did .

I have a hard time getting glasses to…

I have a hard time getting glasses to fit. These did, and I love them. The price was good, too.

Good price

Good price, reasonable turn around. Would be nice if they took insurance directly.

Great

Great fast shipping, what I was looking for

If I could give less I would

If I could give less I would! Returned 2 pair of frames, they disputed this , having shown proof of return . Eventually agreed they had been returned but refund not processed for over 2 weeks , and only actioned when I created a Chargeback and informed them of this. Would NOT recommend

Very good

Very good Faster Original

Atrocious customer service

I orderes 2 pairs of glasses from them a few weeks ago, One pair for me and one for my wife. Sadly they mismateched the prescriptions of the two pairs and the glasses were unusable. I contacted the customer support and they refused any responsability, they wanted us to pay for the return as if we were at fault. The shipping price was nearly as high as the glasses cost. The worst customer experience I had in a long time!

No longer a trustworthy store.

Sadly the site has deteriorated the last couple of years, and I'd call them a ignorant company hiding behind anonymous chat bots to avoid accountability. They now require you to provide your social security number, along with your optician’s first and last name in order to place an order. The entire company now gives off a strong impression of unprofessionalism and feels highly questionable. They told me to "measure my own PD" (Pupillary Distance). ​Telling a customer to perform their own medical measurements is a hallmarks of a scam service, not a professional optician. Especially so when they've already got a prescription from a licensed optician. I'm still awaiting my refund and will never return. If you value your eyes, your time, or your data privacy, stay far away from this warehouse.

The glasses were perfect

Good service

Good costumer service and good glasses

Don't buy from amateurs

Rating: ⭐☆☆☆☆ ​I attempted to purchase a $300+ pair of prescription glasses from SmartBuyGlasses, and what I encountered was a masterclass in corporate incompetence and regulatory negligence. ​Despite claiming to be an "established 20-year optician business," they are a "gutless" operation that hides behind anonymous chat bots to avoid accountability. When a discrepancy arose regarding my prescription, I offered to sign a standard HIPAA Release Form so they could verify the data with my doctor—a routine industry practice. They refused. Instead, they claimed they were "legally unable" to obtain medical info and told me to "measure my own PD" (Pupillary Distance). ​Telling a customer to perform their own medical measurements is a hallmarks of a scam service, not a professional optician. ​When I raised a formal grievance regarding their lack of a Data Privacy Officer and their failure to follow HIPAA protocols, their response was to ignore the legal issue and offer me a 5% discount code. It is insulting. They value a $15 coupon more than federal medical compliance. ​Key Failures: ​Regulatory Non-Compliance: Refused to identify a Compliance Officer or utilize legal HIPAA authorizations. ​Lack of Transparency: Refused to provide a manager's phone number or direct contact, hiding behind "privacy" as an excuse for laziness. ​Deceptive Lead Times: Promised "Express" shipping in 3-4 days, then pivoted to 10+ days once they had my money. ​I have officially filed a report with the HHS Office for Civil Rights (Case submitted) and the State Board of Optometry. I have secured my refund and will never return. If you value your eyes, your time, or your data privacy, stay far away from this warehouse. They aren't opticians; they are frame-flippers who don't understand the law.

Ease of ordering

Ease of ordering. The staff helped me when there was a hiccup with my 1st order (mistake on my part)