SmartBuyGlasses

Missing Order, bad stocking logic & rediculous logistic arrangement

I ordered 2 frames costing S$500 in late Nov as a X'mas gift for my wife and almost 1 month later I'm still waiting for the items. When I 1st placed my order in late Nov, the status of 1 frame showed Confirmed while the other was back-ordered. 2 weeks past No update I emailed and they informed me that stock for my 2nd frame is now unavailable while the 1st frame is now available. The next day I received another status update informing me both frames are now unavailable. Based on such rediculous fulfillment logic, I will never receive my order. Shouldn't you reserve the available stock while pending for the others? Finally after sending 5 emails I received a status update that my order has shipped on 14th Dec from Hong Kong by Aramex courier. I thought finally. But guess what, today is 23rd Dec and I have yet to receive my items. Aramex status showed items arrived in Singapore 1 week ago on 16th Dec. I have been calling them daily for the past 4 days, each time waited at least 1 hour for someone to pickup the line (today 2 hour and gave up waiting). Same excuse each time that item is stuck with custom probably due to Christmas volume. Finally they admit that the delay is longer than usual & promise to investigate. But still no news until today. I understand 1-2 days delay in delivery but 1 whole week in Singapore still pending delivery & most probably another week or more due to Christmas in 2 days time. This will mean half a month for my items to be delivered from Aramex Singapore warehouse to my Singapore home, assuming the order will get delivered at all. Amazing. I guess when I eventually receive my order (if I will ever get it) I will probably get other issues like broken frame or wrong frame etc like what other reviewers mentioned. I have totally run out of faith with your company. I am mentally prepared. Thanks Smartglasses for putting me through these agony over the past 1 month (and probably longer & more to come) and making me miss my Christmas present for my wife. I will never ever buy from you again or recommend any friend to buy from you. Updated 24th Dec: Shortly after posting this review, I received an email from Smartglasses indicating that they will contact Aramex manager to have my order delivered asap. True enough, package received today 24th Dec, exactly 7 days after arrival in Singapore & 26 days after order placement. Increase rating by 1 star due to good recovery effort. But still disappointed/unacceptable due to the long / inconsistant back-order status updates and exceptionally long delivery time. Cannot imagine how long more it would have taken if I have not posted this review.

Terrible Experience!

Bought this RayBan Frame and shipping was OK. But as the other reviewers said, I was also surprise that the package is from HongKong and not even stated on description of the item! You will only knew it after payment when they gave you our shipping details. So defiitely It's a China Made instead of Italy, but still authentic RayBans. It was shipped thru Aramex and the packaging is Good, there also an Aramex Box to protect Rayban Box including the glasses. And thats the MAIN ISSUE! The Aramex Box is totally fine but the Rayban Box inside shows signs of crumpling and folds. Alot worse than secondhand items boxes (if I can include a picture). I was worried that the glasses inside is also damaged and literally not excited about anyting inside!. But the item inside is totally fine, but ofcourse we always want a product that looks brand new. And if your looking for that brand new experience, then dont buy from this seller! Minor Issue here is the sunglasses looks like a long time display with some dust and some marks on the metal silver part that seems expose from air (showing some wear already) and I hope It cant be notice by the person I'm giving this. For the Costumer Service experience here in SG I can say its below average as it does not seem to help and offers very bad option to resolve the issue. Seems like they just want to offer worse option for as costumers to accept what we received, haha!! I just requested a blank Rayban Box in replacement of the crumpled damaged box, but they want me to send back everything. What an hassle! I also informed they should not shipped with that kind of damage packaging, and if only they put it on their description that this item comes with that old box, and will come from China HK, then I should have bought from local stores for additional few bucks! I'm still coordinating with the seller, but not hoping to resolve issues as its seems like they can not offer anything that would be convenient to costumers. will edit and update later. Seems like this company has built its reputation in the past, but beware buyers, looks like they are selling a marked down prices because of this semi-damage and glasses condition (display item?/old item?/or can not sell on retail stores in terms of complete package as brand new). BEWARE. Bad experience!

efficiency

If no more stock , should inform customer in 3days especially pay already, isn't inform us after over 7 days , I purchased on 10/10 , and was be informed "in fact don't have stock on 18/10",......should be faster :)

Do not buy from this site

I purchased a pair of Wiley WX polarised in February of 2015 for 211 SGD by November most of lens coating has peeled off. I therefore claimed under the 12 month warranty. I was informed (after sending numerous pictures) that I had a valid claim and that Smartbuy glasses would order new lenses. But it would take three to four months. Perturbed I waited the 3 to 4 months. Some 9 months later still nothing. I have bent over backwards to accommodate Smartbuy having sent probably over 10 emails but they just do not care. Save yourselves some time and order via a proper shop or online site that honour their terms and conditions.

Questionable business practice

My spectacle frame came badly slanted, I requested for an exchange for a brand new one. Seller shipped back the same spectacle after trying to adjust it. However, the temple remained slanted. When I contacted the seller again, he insisted it was a brand new. Dishonest business practice

Both ear pieces of brand new sunglasses shows signs of wear

Do not buy there! Scam!

Bought a pair of Sunglasses and was really disappointed when I received a completely deformed and broken item. I was told to send back the glasses and pay for the shipping in advance in order to receive a new item. After waiting another two weeks I finally got my replacement, which was also broken... I emailed the customer service to get a refund for my shipping expenses and haven't received an answer since.. Really poor customer experience! Would not buy there again!

Wrong product shipping and slow responses

Sent me wrong sizing of product with totally no response on how to return the shipping product. Will be escalating the matter to CASE singapore to put this online shop under the proper watch.

Please take some time to read this honest review.

Please take some time to read this honest review. I was previously a Smartbuyglasses customer about 4 yrs ago(2012). However, due to some unknown reasons, I wasn't able to login recently to purchase my Rayban sunglasses even though I use the same email address. In 2012, I purchased my TagHeuer glasses from you. Order no: SG03905XXXXXG. Same scenario happened back then, the frame that I first selected was discontinued and I have to re-select again and was offered 5% discount. And same thing again, the next model was also discontinued and need to do another re-selection. However, I was immediately granted 10% discount for the 2nd re-selection by xxxxxx due to the inconvenience caused by SBG. I was extremely impressed by the service provided and hence, return to purchase my sunglasses 4yrs later(now). And here in 2016, I encounter the exact same issue with you guys again. Firstly, I am not sure for what reasons you guys have, that your website is not up to date with the available stocks. Secondly, when I request if possible to get a 10% discount for the 2nd round of re-selection, "your-staff" told me it was not possible because the price was already very "competitive due our low bargain and low-cost setup at SmartBuyGlasses" <- quote from "your-staff". So I thought since the previous discount was given 4 years ago and probably times are bad now, I did not want to pursue it and made the additional $60 top-up for the sunglasses (on 12th May 2016), even though it was way exceeded the budget I initial catered for. The first frame I selected was at SGD$167.95. The 2nd re-selection, which also was the final selection was at SGD$227.95. That is a 36% price increase from my first selection. The order was finally shipped on 16th May 2016 (4days later after topping up $60), and my initial first order was actually on 28th April 2016. And that is 18 days later. It actually took more than 2 weeks to confirm one simple order. Its pretty ridiculous isn't it? The glasses finally arrived on 19th May 2016, 1518hrs Singapore Time, which was 21days later. The quality of the glasses is good. Then 2hrs and 10 minutes later ..... 19th May 2016, 1728pm Singapore Time, I received an email from SmartBuyGlasses saying there is a 10% discount off ALL EYEGLASSES. The discount was from 19 May to 26th May, the Discount code: SMARXXXXXX. So what happened to "our prices are very competitive due to low-margin and low-cost start-up business set-up" as mentioned by "your-staff" in the email dated 11th May 2016 2239hrs ? After the above review, your service manager dropped me an apology email and refund a 15% discount off the glasses. I guessed you guys managed to keep me as a customer afterall. Cheers Chu Wei

Delayed shipping

Took longer than expected

Still have not received order!

I ordered a pair of glasses off the website and have still yet to receive the order. When I originally ordered the glasses it said EXPRESS - 24hr dispatch, so I assumed that I would received the glasses in a couple of days, I even waited a week and then over a week, until I finally decided that it was unacceptable. Upon emailing the team, I was simply told that the 'express' option simply meant 'express dispatch' and not delivery. This is INCREDIBLY MISLEADING and is FALSE ADVERTISING. I will never use them again. It seems from the rest of the comments as well that everybody has their items delivered very slowly and that NOBODY got them on time. I hope they are not a scam company and I actually receive the item I paid for...

Obviously doesn't know how to handle E-commerce and customer service

I think my experience was worst than bad. I didn't even receive the item. The communication of the customer service was bad and very not helpful. When you order online the expectation is : Get the item as PROMISED by the marketing on the e-commerce. The website is giving: - Wrong information - False statement The Customer Service Office: - Doesn't know how to handle simple and basic customer service - The information that I shared were clear - Because of their miscommunication and failure to handle a simple case, I couldn't get the item delivered I would avoid at any cost and anybody to order on this website again. Good for them that I work in marketing, I will make sure I will help with Free advertising.

Delivery time an issue and website slightly misleading

At first I thought I was ordering from a Singapore based organisation, so I was under the impression that delivery time would be quick (I was in need of a pair of sunglasses before my weekend trip), however after confirming the purchase I discover that the stock was being delivered from a distribution centre in Hong Kong. It took 8 days for the item to be delivered. Had I known my stock was coming in from Hong Kong, I probably would've paid that little extra and got it at the Duty Free shop at Changi Airport.

Great Prices - Lousy Interface and Customer Service

14 Dec: Ordered a pair of Oakley 601603 early in the morning. Made payment via eNETS service but the order status was not updated and the item still showed in my cart, even though the money was deducted immediately from my account. Queried Customer Service. 15 Dec: Queried CS two more times. CS emailed finally that evening to say order was received but not visible in my account. Was finally told on it would take a while to update as the payment had not been received (This is ONLINE PURCHASING? Shouldn't the order be visible with the status "PAYMENT BEING PROCESSED" or some such? Why was the item still in my cart?) 16 Dec: The item I ordered was finally reflected in my account. 17 Dec: I received an auto-notification that the item was DISCONTINUED. Was offered a 5% discount on other fast shipping items or an extra 5% on normal items. I emailed CS to say "My preference would be 601601 then 601602." 18 Dec: CS emailed me that 601601 is available and 601602 would take some time to procure. Then I was asked again which of these I wanted. (I already stated which model I preferred, correct?) I replied asking again to amend my original order from 601603 to 601601. And asking if the 5% discount would be refunded or parked in my account for future use. 19 Dec: I received another email auto-notification stating the item I originally ordered (601603) was "BACKORDERED" and that procurement was sourcing from 3rd party suppliers which would take another 1 to 4 weeks. So which item will I get? 601603? 601601? Or are they going to ask me again which I preferred??? For an order that should have been processed within 2 days, it has now stretched to 6 days and looks to stretch further. Great Prices - Lousy Interface and Customer Service Edit: 21/12/2015. CS emailed that the order will be amended and shipped within 24-48h, received tracking number (Aramex), and downloadable invoice. Received a response from SBG CS to my TrustPilot review. However, I don't think the response was relevant. If it is going to take 3-5 days for Bank Transfer (e.g. eNETS), 1. the item should still appear on my order page with the status "Payment Pending", 2. the 3-5 day processing time for Bank Transfers should be stated on the payment page or in the FAQ. It was precisely because my money "disappeared" from my account without the item I paid for showing on my order page that worried me! Still, +1 star for responding.

Delivery Delays

Smartbuyglasses is efficient and the items was shipped within 2 days to Singapore. However, the logistics provider Aramex delayed for more than a week, and even miss out the order. Despite dropping 2 separate service request, I was not being updated of the status despite it passed 24 hours as shown in their website. I made a call a week later to check on my delivery status, and one of the customer service from Aramex told me I will definitely receive my items on the following day. Till the following day, I've made a call to get an update of my delivery but the person said she will get back to me after checking with the respective department but didn't managed to. Until I decided to made a call in a few hours time, another customer service person from Aramex picked up and mentioned they had missed my delivery but will try to push it today. But the positive side of it is the customer care of smartbuyglasses assured me they will push Aramex for the delivery and will help me till I received my items. True enough, I received my items later in the afternoon. So overall, I went through a mixture of both positive and negative experience from this purchase.

Horrible Delivery Service

Well Do you like never receiving your online purchases? Do you like scheduling a delivery stipulated 9-2pm on a saturday? Do you like being stood up by a ghost delivery guy? Well you have it BUY from smartbuyglasses! You will have your above requirement met! As of now, I have not received my frame which I ordered a week+ ago. Why would you even contract aramex? Is it because you don't give a F*** about whether your customer managed to/what your customer went through to receive the frame? well apparently that is what I am seeing. Great website with great selection with prompt update of status showing it is shipped and followed up automatic email after a week to check on the FReaking glasses that did not arrive. Update: Have received the glasses on Sunday 4pm for a scheduled delivery on Saturday 9-2pm. Products look authentic and good. Will only buy again only if the courier service is not ARAMEX. Let me repeat & stress this again, Delivery/ensuring customer gets the good fuss free is part of the sales cycle and what ARAMEX have done to your business I think you can see for yourself. Upgraded 1 star because of prompt customer service reply. Overall experience destroyed by your choice of courier service.

Disappointing Delivery Service

Order my glasses on 23/9/15, hoping that it will be a smooth and fast purchase since Smartbuyglasses seems to have relatively good and reliable reviews. Unfortunately something is seriously wrong with their appointed courier service provider, ARAMEX The delivery was suppose to be made on 30/9/15 only to see the tracking update state "delivery attempted, to reschedule next business day". When i called the next day i was informed the delivery DID NOT take place because their vehicle broke down and that they will attempt to deliver by 6pm yesterday 1/10/15. Again, no delivery was made and my tracking update is some bogus reason claiming "Delivery Time Restricted". The address provided is a home address not office address so not sure what restriction they are referring to. This morning i called ARAMEX again and they cannot explain to me why the delivery failed yesterday and did not advise when will they ever going to attempt another delivery again. Very disappointed as a whole as i havent even received my goods. I hope this annoying issue can be resolved soon.

no hard case

hi...i ordered from smartbuyglasses online a pair of oakley tincan shades and i received my parcel on time and on mint condition. i verified the authenticity of the product and most of those who have seen it say that it is authentic though I was quite worried when they said that it should come with a hardcase. The previous oakley glasses that i have bought from optical shops really do have hardcases so I was wondering if this time i was short changed with my online purchase or maybe it was just missed out by the one who packed the parcel.

GOOD PURCHASE

Had a great deal from smartbuyglasses singapore. Product is genuine and was packed in good packaging during the export. And also not forgetting the free cleaning gift. However, the only negative experience i encountered was with the courier service. Aramex logistic. My shipment arrived Singapore and was in aramex main office on the 13/8 am. I called in to their customer service and request them to divert the delivery to my office which was located few street away from their office. They agreed and also mentioned that it will be delivery on 14/8. However, it didn't happen on 14/8. I called in again to check on the status as the website have no new updates. They say it required another 24hrs in order to be able to deliver as i request to change the delivery address. Furthermore, i asked why do they need another 24hrs notice ? When i did call in the day before and was told that it will be deliver on 14/8. They replied me saying the item just arrived their main office on 14/8. But their website status show at their main office on 13/8. I was furious and disappointed on their service. The next question i asked if they allow self-collection. They swiftly answer me yes without any hesitation. So i decided to go down to their office to collect to end the saga. Im deeply disappointed in their attitude, service level and not being flexible. I never had this kind of issue with big gun like DHL and Fedex before, as long the item had arrived Singapore, and is within their facilities, they will be able to support the request. I hope this feedback can be useful to smartbuyglasses in order to evaluate their service level as well as other consumer. that is my own opinion, might not reflex other buyer experience. Overall, it was still a good purchase, fast shipping from seller. Will consider to buy from them again next time. thanks ! daniel

Not certain if authentic

I purchased the FT5178 Tom Ford model and it came very fast however I have many doubts as to its authenticity. Firstly when I opened the parcel, there was a carboard box, on the cardboard box there was a barcode sticker that said Tom Ford but the model number did not even match my model number. And the sticker said Made in China although they claim that it is made in Italy. I would love if Smartbuyglasses can answer this query. I know I am not the first person to have mentioned this. Secondly, from what I know about Tom Ford glasses, the barcode on box should match the code on the glasses but my code on the glasses was 001.It doesnt match. And 001 seems like a very efficient number to have on the glasses. Thirdly, and what annoys me the most. My specific Tom Ford glasses has the golden "T" running down both sides of the frame. When you open and close the glasses, the T line gets separated obviously - thats normal. However when I close the glasses back, the T line does not even join back on the same line! This is hard to explain but basically this is definitely not something you would expect from a brand like Tom Ford if it is authentic. I basically would like smartbuyglasses to provide some form of proof as to the authenticity of its products and explain why it is made in China if it states it is made in Italy and why the barcodes on the box do not match the glasses I purchase.