Reply from The Sunglass Fix
Hi Jaromir, I am so sorry that you have not received your Polaroid lenses from Sunglass Fix. I have checked your tracking information and they appear to have been misplaced between Australia and Europe during the height of the pandemic. Where orders are lost in transit, we have a policy of reshipping or refunding. So please rest assured we will resolve this for you. In fact, our customer warranty provides a 6 month, no question, money back guarantee. If you don't like your lenses (for any reason) you can return them to us for a full refund. I'll have a customer service representative reach out to you and see if you would prefer for us to resend a new pair of lenses, or provide you with a full refund. Naturally if we reship, we'll use our fastest service, with tracking. And, obviously, extend our 6 month warranty. Things are much better now than they were when the world was going into lockdown and new lenses should reach you in the Czech Republic in a much more timely fashion. COVID 19 has been devastating globally, and logistics companies - like DHL - have been working furiously to ensure that delivery routes remain open. While deliveries are possible, there was a point in April & May where a higher proportion of mail seemed to go missing. Unfortunately your parcel appears to have been amongst that group. It's a shame that you gave us a 1-star review before giving us a chance to resolve this for you. We always do whatever we can to make sure you get your lenses, and now that we know your lenses have been lost, we'll ensure you get another set of a full refund - your choice. I very much hope that you allow us to fix this situation for you. I can assure you that we have some of the best lenses available and want nothing more than to make you happy. And....hopefully...give us a great review. Best regards Toby Price Sunglass Fix - Head of Marketing