Review Time
I am leaving this review as a warning to other customers, particularly those who need prescription glasses within a specific timeframe.This is the second consecutive year that SmartBuyGlasses has failed to deliver on explicit promises made prior to purchase. Last year I was left without glasses and had to cancel my order and purchase elsewhere. This year, history repeated itself.Before placing my order on 14 February 2026 for NZ467. I deliberately contacted the team multiple times to confirm frame availability and delivery timeframes due to my previous experience. I was assured the frame was in stock and that 5–7 working days processing plus 2–4 working days express shipping would see my glasses arrive before my travel date of 1 March 2026.I dealt with at least five different team members including a Service Manager who personally committed to monitoring and prioritising my order. Chinese New Year lab delays were cited — yet this was never communicated to me at the time of ordering or during the first week after purchase. By the time I was told my glasses would not arrive on time, it was too late for me to make alternative arrangements before my work conference.As of 25 February 2026, eleven days after ordering and paying for express shipping, my glasses have still not been dispatched. The company has gone silent despite multiple escalations and a Service Manager's written commitment to provide a resolution today.This is not a one-off error. This appears to be a pattern of overpromising, underdelivering, and hoping customers simply give up. I have a complete email trail documenting every broken commitment should this matter need to go further.I would strongly caution anyone needing prescription glasses within a deadline to look elsewhere.This is Part 2 of the ReviewI get a message from the Service Manager upon seeing this review. I am told that they will get the glasses to me before I leave for my trip on 1 March. I asked the question as it is only 2 working days to 1 March and I have no idea how they could potentially get it to me by 1 March. I was given a link to the online tracker.I looked online just before writing this review. I see two orders in my profile1. One order has been cancelled2. Order two says that the frames are expected to be in the warehouse by 16 March 2026 and will take another 5-7 days to process before being despatched to me. I had no response from the Service Manager yesterday after I queried on how the glasses would get to me by 1 March and I understand now why I had no response. It was because they were misleading me again! From the very beginning I had asked them to check the availability of 5 different frames. They came back to me saying that one of the frames were not available and I chose to purchase one of the available 4 frames. Why did they not have the courtesy to tell me the chosen frame was not available and that I should change to another one of those available frames that was available. No none of that. DO NOT go near these people. They are misleading throughout. I am leaving for a trip and now do not have a pair of glasses. If they told me earlier, I would have arranged to have a pair made somewhere else. But they had no courtesy to do that. It just gets worst. And you can't contact them in any way except through their chat or via their customer service email which is not manned 24/7 as it says on their website. The Chat is available 24/7 but they are there to tell me "you have to wait for the manager to come on board in 6-8 hours". I have all documentation and proof to show all of this that has happened.
The customer service team are incredible. I get responses within hours and whoever I talk to is so helpful. No question is too confusing or hard. I had queries regarding my delivery and I emailed with a couple of difference service agents and they were all so good.
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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.
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