Review Time
Terrible customer service and poor product quality. I contacted Smith customer service well over a month ago via the contact form on their website. I received an acknowledgement but no reply and am still waiting despite sending a follow up email 2 weeks ago. I bought a rather expensive set of Smith I/O goggles several years ago. They have always been well looked after, always dried after use, in fact rarely used for the past few years. I bought these goggles after careful research, believing the quality would be exceptional as one of most expensive goggles on the market. However the foam has simply crumbled, whereas the glass and plastic are still in excellent condition. I recognise they are a few years old, but we have several sets of older other brand goggles in the family, where this has not happened. This is very disappointing. Irrespective of whatever the official warranty policy is, I would have expected a reply and offer of replacement; the item has clearly failed reasonable fit for purpose and durability expectations.
I bought a pair of Smith Optics ski goggles based on the strong reviews, but my experience with both the product and customer service has been extremely poor. • The first lens failed after only 2 hours of skiing (fogging and filling with water). • The replacement lens failed just as quickly. • When I tried to get support directly from Smith Optics, I discovered they don’t provide clear contact details for the UK/EU, and their website blocks you from logging a warranty claim if you’re based here. • I contacted them via chat several times in December, but the ticket they promised was never created, I was cut off abruptly once, and despite multiple chases I never heard back from their EMEA team.In short: the product failed almost immediately, their support was non-existent, and I was left out of pocket after spending €320 and then having to buy a replacement pair of goggles mid-trip.Given the high cost of the product and the reputation of the brand, this was a huge disappointment. Buyers in the UK or EU should be aware that if something goes wrong, you may have no real support.
I literally just purchased a pair of RX sunglasses and one of the lenses has a scratch right in the line of sight. I reached out to customer service and they replied with an automated message telling me that they don't offer replacement lenses and to buy a whole new pair. Why would I buy a whole new pair when I simply need one lens? They're a big enough company that's capable of offering replacement lenses. Last pair of anything Smith I'll ever own.
I returned an item (helmet) and did not receive my money. The customer service did not respond to any mail. Only after I contacted my credit card provider and a lawyer did I receive a reply and my money back. I strongly advise against buying anything here!
Sunglasses hinge broke and I tried to get help from customer services. Despite boasting a worldwide quarantee they just sent me a locator app for a different country. When I asked for help in my own country or somewhere I could send them for repair they stopped answering me. Expensive glasses and cheap customer care
Bought a Persist MIPS helmet about 1,5 years ago. Unfortunately, the liner inside the helmet is already faling apart. You would expect replacement parts to be available but Smith Europe is pointing to Smith USA and vice versa. Cannot use the helmet anymore because they are both to lazy to send me a $ 6,00 replacement liner (was happy to pay for the shipping also). Need to buy a new helmet now. Guess what I am NOT going to buy…..😉Note; left a review in their site. It was removed. Sad.
Have been a loyal Smith customer for a long time. Excellent Quality!! Style!! & Value Plus they stand behind their product. Their replacement warranty process is easy to navigate & their front line reps are Excellent.
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Originating from Sun Valley, Idaho, Smith was founded in 1965 with the invention of the first snow goggle featuring a sealed thermal lens and breathable vent foam. With 58 years of innovation and design experience, Smith is widely known today as an industry leader that pioneers advanced eyewear and helmets that incorporate dynamic technologies, optimized performance and clean styling to fuel fun beyond walls. Smith seeks to power thrilling experiences in snow, surf, bike, fish and peak performance outdoor adventures with a comprehensive collection that exudes modern style and vibrant personality. To Smith, the experience is everything.See more
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