Reply from The Sunglass Fix
Hi Kasaundra Thank you for your feedback. We are genuinely sorry about the experience you have had. After reviewing our email records, it looks like you haven’t yet had a chance to reply to our request for photos, but we appreciate you taking the time to share your concerns here on Trustpilot. You are absolutely right, there were two issues: First, the lenses you received were not Polarised as ordered and then the replacement pair, while Polarised, unfortunately did not fit your frames. While these types of errors are rare, it’s clear this has not met the standard we promise to our customers. We offer exchanges or full refunds for any lenses that don’t meet expectations, no questions asked, within 6 months of purchase. While we normally request photographs to help us assess any issues including fit issues, in your case you had already confirmed the original lenses fit properly, so we won’t require any further photographs. I have just sent you a follow-up email and would be grateful for the opportunity to resolve this for you with either a full refund or replacement lenses. Apologies again for the trouble caused and thank you for bringing this to our attention. Regards Lana Customer Care Team at the Sunglass Fix