SmartBuyGlasses IE Tracking Order Status

I like this company and its line of glasses... But the shipping takes way too long, I don't know how people can say shipping was fast, as every time I've ordered it's taken a month, even when I've paid for express delivery.. I think I'll try somewhere else for my next order

I had an issue with emailing customer service and receiving responses from a new representative each time. I had to repeatedly explain the situation to each new representative. Within two days of ordering glasses I had received seven emails about the same subject but with no response or acknowledgment to what I had written beforehand. It was quite frustrating and I was unsure as to what was happening with the prescription confirmation. Fortunately after leaving a review here, Jane, a service manager, rang me a few hours later and was extremely helpful. She explained what was going on with my order, prescription confirmation and answered any questions I had. The staff themselves are really helpful but I think SmartBuy as a company should structure their customer service so that a customer query is kept with one service agent throughout.

I received glasses that I was unhappy with due to their quality. While the customer service agent confirmed that sometimes glasses leave quality control without having been properly inspected/verified, I was happy with the customer service I eventually received, with the agents refunding the product and return shipping after I returned it. I have to say that initially the service was horrendous and the various customer service reps would just throw me around from person to person, but eventually I did receive a call where the agent was quite dedicated and committed to resolving my issue, and everything was handled promptly and in a timely manner.

It took a long time to get finally to a resolution that was very expensive for me. While the glasses are affordable however one will need to be mindful in deciding to buy the Frames not with the lenses from a local Optical Shop.

I ordered on the 8th of Jan and selected the 6-10 working day delivery option. I subsequently found out that the glasses were out of stock and needed 10-15 working days as well as the fact that the prescription lenses took another 5-7 days. While the 10-15 is on the product page, it is very small and easy to miss. Delivery then took 13 working days rather than the 6-10 advertised. As a result, I only received the glasses on 11 Feb. While the glasses are as expected and customer service replies within hours, you need to do a much better job making timelines clear during the purchase experience.