Smith Optics レビュー 79

I tried to buy a pair of Smith goggles for my daughter, for an upcoming ski holiday. I ordered it April 7th. I raised queries (email and website form) multiple times from April 12th. Smith did not reply to any of them (I got automated “we will reply” messages but thats all). She ended up without her googles for the ski holiday. I have asked Amex to reverse the charges but that doesnt make up for not having the goggles. I felt I at least deserved a response!

The frames fit me really well, but the lenses could stand some improvement. The reason that this review gets 2 stars instead of 3 is because of how nonexistent their customer support is; I still haven’t heard back from them after multiple attempts to get in contact. Their website also doesn’t work well for payments, so I had to use Nordstrom to purchase them via dropshipping.

Goggles are poorly made. The plastic clip on the straps breaks easily and it’s impossible to get a replacement so it makes an extremely expensive pair of goggles redundant. Have messaged Smith twice to ask about a replacement strap and haven’t received any response.

Lenses delaminating. called for cust. serv.
Warranty states manufacturing defects they will replace. Did not offer replacement going against their own warranty.
Sent me a coupon for 40% off a new pair of $300 glasses. Pathetic response to repeat customer. Will not buy products again.

Der Kundenservice in Österreich ist einfach nur schlecht, habe vor über eine Woche eine Anfrage wegen eines Garantiefalles geschickt..

Bis dato keine Antwort, trotz wiederholtem Nachfragen.

Mediocre at best. Lenses became damaged from sweat. Had them replace under warranty. Same thing happed to the second lens. I'm using them for sports - I sweat. The magnets became corroded and would not longer close to secure the lens. Low quality materials, poorly thought out design. Don't buy Smiths. They are a waste of time, money and basic human resources.

I recently ordered a pair of prescription sunglasses from Smith Optics and unfortunately made a small typo when entering the prescription for one lens. When the glasses arrived, the right lens was obviously incorrect and the glasses are not usable.

I immediately contacted customer service and offered what I felt was a reasonable solution. I asked if they could remake the single incorrect lens and stated that I was happy to pay for the replacement lens and shipping. I was not asking for a free replacement.

The only solution I was given was that I would need to purchase an entirely new pair of prescription sunglasses.

For context, I am a ski instructor and rely on quality sunglasses while working outdoors. Prescription sunglasses from Smith cost around $800, and being told that my only option is to buy another full pair because of a simple typo feels unreasonable.

I understand that companies have policies around prescription orders, but many eyewear companies will work with customers in situations like this, especially when the customer is willing to pay for the corrected lens. Refusing to replace a single lens and forcing a full repurchase feels unnecessarily rigid and not customer friendly.

I have always liked Smith products, but this experience with customer service has been very disappointing.

Zachary Grant Sinnott
Order 1232433

I don't typically write reviews, but I felt strongly enough to make an exception. If you're reading this before purchasing, consider yourself warned. Spend your money elsewhere.

Avoid at all costs. Customer support does not respond to warranty requests online, currently at 30 days, and when you take hours to reach someone, they are condescending and dismissive. This is a recurring theme across all reviews. Consider yourself warned.

Do not buy Smith optics, the customer service and warranty Is garbage. They're rude that hang up the phone when you call for questions. And if your glasses break, you might as well throw them in the trash cause they will not respond. Personally , I would definitely go with costa or any other company in the world.

Expect no customer service from Smiths.

Broken clip on helmet asked Smiths for replacement clip, get an email saying Smiths cannot and will not help I have to go back via the retailers.

Compare this with.......Last year sent a photo of a broken part on an Oakley helmet Mod 7 to Oakley Customer service and they sent a replacement helmet immediately and asked that I sent the broken one back. The helmets crossed in the post.

Smiths cannot be arsed to send out a clip

I bought a Smith helmet and the back closure has broken. I contacted their customer service to ask if there's a piece I can buy that would fix it or some advice on how to fix this issue.

They responded that they didn't have goggle attachments - wtf? Not even remotely related to my question and then they closed the conversation. I'll try contacting again but it's the worst customer service experience I've had in a while.

Definitely not going to purchase any other Smith products.

Absolutely atrocious customer service. 2 months to get a response that didn’t address the request at all. I was trying to buy a new strap for a faulty product that I couldn’t get covered under warranty because I don’t have the original purchase receipt. I didn’t debate the warranty. I said I’ll buy a new strap. The response “this is not under warranty”… two months later. Then I replied again only to have the second person say “this isn’t under warranty but here’s a discount code”. Still not even an acknowledgement of the question I asked in the first place. I’ve purchased multiple goggles from Smith but never fu*king again.

Update: Within an hour of posting this review, I received both a text and an email from Smith optics. The situation has been resolved and my return has been processed, which I appreciate so I am changing the rating from 1 to 3 stars.

I contacted customer service regarding a return. I received an automated reply saying that they would respond as quickly as possible. It has been 10 days....and nothing. Meanwhile, they send me multiple texts every day promoting their products. I have called their customer service # multiple times and spent up to 30 minutes on hold to no avail. The 30 day return period ends next week. Their customer service is abismal. As an avid skier, I have spent thousands of dollars on gear over the past year but I will not order from Smith Optics in the future.

Left 2 messages on customer support and 1 full warranty form. No one ever responded at all. WTF. Terrible company. Stay away

I purchased a Smith helmet a number of months ago and decided it was time to clean the straps after many uses. I thought when I disassembled their orientation that I would remember how to replace them. However, I don’t want to make a mistake when they are replaced as a thorough safety factor.

I scored through countless YouTube videos to find an instructional tutorial but to no avail. Then I went on Smith Optic’s company site and there was no information there either. So, I decided to try calling their customer service number twice, and no one answered within 30 minutes of waiting on either attempt.

I then sent and email on their site designated for product questions and immediately after sending it I received an automatic virtual assistant response that referred me back to the same area I sent it from. What a disorganized process for a relatively straight forward question. Certainly, I am not the only customer that might be in need of this type of information, I would think

Or does the company just suggest customers just throw the helmet in the washer for cleaning? For such a large company with thousands of paying customers it seems so inadequate not to have this type of information readily accessible on their site somewhere. The customer service process is lacking in more than just one area apparently.
After coming on to this site to check to see if there was any customer examples that might shed some light on a resolution for my issue, or a similar type inquiry with the company, I see from customer posts that this is a pattern. Numerous examples of unresolved issues with the Smith brand and their products and services. I also see other leading helmet manufacturers with similar poor scores listed.

In light of this new information, it might be best to purchase another helmet with a manufacturer who stands behind their products. I would also advise anyone seeing this to consider the same when shopping for a new helmet. It’s great to have groundbreaking and innovative safety measures integrated in a product, but if you cant get through to someone to answer simple product questions, it makes the product care principles questionable, and overall quality as well. Who wants to purchase a knowingly questionable product?

The arm on my sunglasses snapped at the right temple with minimal use. Looking online, this seems to be a recurring issue with Smith frames, so I'm surprised they're not better equipped to handle it.

When I contacted customer service, rather than offering a replacement part, they told me to buy a new pair entirely. I pushed back and was told the issue would be escalated, that was over a month ago.

Despite following up, I've had no response and still no resolution.

I expected better from Smith Optics, both in product quality and customer care.

I contracted Smith Optics to determine if I may obtain a replacement nose piece for my sunglasses on Jan.24… I received a response: Hi there! 😎

Thank you for contacting SMITH Optics! We will be in touch soon.

We are committed to assisting you as quickly as possible and appreciate your patience and understanding.

While you wait, please look at these articles for additional resources.

Return Policy
Warranty Policy
Delivery / Order Issue

Sincerely,
SMITH Optics Customer Service
I’ve followed up 3 times… Crickets. Very disappointing.

Have Guides Choice sunglasses for fly fishing
Glasses are progressive lenses. The quality was fair compared to my other lenses but acceptable.
The problem is that they broke on the right side at the joint which seems to be a recurring problem with this brand.
The worst issue however is the customer service seems nonexistent. I have sent several emails to customer support over the last couple of weeks and despite the “ we will get back to you soon “. I have yet to receive any reply.
Back to Costa for me

AU$160 for Sunnies that lasted less than a month before starting to peel off the lens. I bought a pair from BP 5 years ago that are still good and paid $20. Stay clear of it.

The glasses pinch my hair and when removing the pull out my hairs.