ComplaintsforShady Rays

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Emailed for a craftmanship warranty and they told me to choose what I wanted when it was in stock and then I would get them. Then they took that back and now are trying to charge me. This is a scam of a company.

  

  Business response

  09/19/2024

  At SR we have two types of Warranties: Lost & Broken requires a processing fee, Craftsmanship does not as manufacturer defects are covered 100% by us. On 6/13 we received a Lost & Broken Replacement Request reasoning listed “left temple piece broken/separated”. We informed CX style had been discontinued and an alternate replacement pair of equal or lesser value would need to be chosen. We recommended waiting on a New Launch in Sept. An agreement was made to replace the Ventura’s with the Mojave, as per our Lost & Broken Warranty. On 9/12 the Mojave Amber Tortoise pair were chosen as replacement. An approval link was sent with a total cost of $16.89 which is the processing fee for Lost & Broken Warranties. CX stated there should not be a charge or fee. We req. photos of the shades to determine the damage was due to a Craft. Issue to replace at no cost. CX stated they did not have a photo of the shades, they had been disposed. As per our policy, we do require a photo for our records and to determine the damage caused was not due to normal wear and tear. Without a photo, shades can still be replaced, however it will only be covered under the Lost & Broken Warranty. CX stated they did not feel entitled to pay for the replacement. Ticket closed. On 9/16 we received an email with a photo of a pair of SR glasses stating the uneven frame in the photo was a Craft. defect and should be replaced at no cost. Upon review, it was determined the photo sent had been copied from a Review on ********** and was not an original photo. This was confirmed via ****** Image Search. With the clear intent to file a fraudulent claim, we were no longer willing to replace the shades in any fashion. The CX was then informed if the shades in the photo were the shades of question, they could be molded/bent back into shape as the material is more malleable than our other frames, but unfortunately we would not be able to replace them under our warranty. The CX disagreed and the ticket was closed.
  

  Customer response

  09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: i was never informed at the very start on 6/13 i needed to send a picture and was tired of having malfunctioning laying around for so long.  also no one told me that they could be molded back into shape.  but whatever, i am not supporting a business that tells me i am fradulent when i am the least of that.  never been happy with the way the company has treated me as customer.

  
  
  Sincerely,
  
  ****** ********

  

  Business response

  09/25/2024

  We apologize that your experience was not as expected, however like any business, it is imperative that we stand behind our policies 100%. Unfortunately, due to the aforementioned circumstances, we are unable to approve any warranty replacement requests.

  Customer response

  09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shady Rays has a 100% protection on craftsmanship of all their frames. I have been a long time customer and they have honored this guarantee with replacing my damaged or broken frames before. But now they are not and saying they don’t have the frames I purchased in stocked. I don’t know how that is my problem. They keep trying to force me to make a new purchase. I have always recommended them to others but they have changed. They mentioned that my purchase was 2 1/2 years old. I think that is their issue. They no longer want to honor their lifetime promise. I need my glasses to see properly. Here is the agent’s response: Hey ****! The lenses have different dimensions, they would not fit into that frame. I've very sorry, but that model of the Titan was discontinued and we no longer have that frame in stock, not even in the back. Since your order is two and a half years old, we are unable to remake it for free. However, the deal that ****** offered you would have you only paying for brand new lenses, with your updated prescription, and a new one year broken protection, and scratch protection. ***** * Senior Optical Division Manager Team Shady Rays ************* @ShadyRays I have the lenses I just need a frame so I can see properly. Your company as big and with extend of vendors and connections should be able to get me a frame. Anything short of this is absolutely unacceptable.

  

  Business response

  08/27/2024

  Hello,

  We do list this in our PRescription Policies - What Items Are Not Covered by the Program?
  The Prescription Eyewear Replacement Program does not cover damage to or loss of non-prescription shades, sunglass readers, non-prescription blue light glasses, snow goggles, or React lenses and frames. This Prescription Eyewear Replacement Program also does not cover apparel, accessories, mystery pairs, or complimentary products received through promotional activity. Items purchased from websites or sellers other than ShadyRays.com are not covered by the Prescription Eyewear Replacement Program. Items damaged more than one year after purchase are not covered by this program. The Prescription Eyewear Replacement Program does not cover loss of prescription eyewear.

  That aside we did offer to  refund the $20 frame charge back to you once the order has been placed and also offered 30% off the new lenses, which is the highest discount we can offer on prescription. 

  The frame being discontinued was just a note that a different frame would need to be chosen, the new lenses would have needed to be purchased either way.

  Customer response

  08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not asking to replace the lenses.  I have the lenses.  I need a frame for the lenses that are covered with your lifetime warranty.  They could be frames for sunglasses and not prescription as they usually are.  In fact the pair that broke were frames for sunglasses that the lenses were fitted in.  All I need is a frame that fits the lenses that I have already.  I saw my optometrist and lenses that I have are perfectly fine and my eyesight has not changed.  Therefore, the comment about the lenses have to be changed anyways is baseless.  Please honor your lifetime warranty on the frames and send me another one.  I need to wear those glasses while I drive and right now I can't and I don't see well.  This is going to become a liability issue soon.  Thank you.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially purchased 2 pairs of glasses on July 31st. I had high expectations as a long time ***** customer. I was sadly disappointed when both pairs of glasses had a manufacturing defect that made them unusable right out of the box. No worries contacted customer support and setup a return. What I got it was a bonus credit to purchase another pair. I decided to upgrade to the color rush trading 2 pair for 1 in hopes of higher quality. For this i had to pay eevn more money. These too suffer the same polarization problem. I again spoke to customer service and was told I could return them. When I asked about a refund for shipping costs I was told there was nothing they could do. The rep was very short in emails and could care less about the issue at hand. I left adequate reviews of all 3 pairs on Shady Rays website and all those reviews were screened and blocked from being posted. Sad that what I thought was a reputable company with great customer service is "Shady" to say the least.

  

  Business response

  08/15/2024

  Hello there! Typically it is our policy to not refund shipping but we can make an exception this time. The shipping cost was $5 for just the one order, the exchange order did not incur any shipping costs. It looks like in our system both order have been returned and fully refunded aside from the shipping cost. I'm not sure where the $100 comes from but I will get the $5 processed that is left over from the refund. Please reach out to our team if you have any questions! So sorry for any confusion here!

  Customer response

  08/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received a refund for thr case that was also returned 

  
  Sincerely,
  
  ***** *****

  

  Business response

  08/21/2024

  I'm so sorry I'm not seeing anything else to be refunded, everything looks to be refunded in full on our end. I've attached a screenshot for reference of both orders being completely refunded. I hope this helps please let us know if you have any questions.

  Customer response

  08/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  There is no refund of this amount plus tax only the 5 plus shipping. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 06/17/24 I placed an order for a pair of sunglasses. The order was confirmed via email. On 06/18/24 I received A second email with shipping information. Since that date, the estimated arrival date has been pushed back a day every day. On 07/02/24, I contacted Shady Rays customer service via email and was told that they could not do anything because the order had already been processed and was sent to the carrier. On 07/03/24 I called Shady Rays customer service but my call was unanswered. I left a voice message and my call was never returned. On 07/05/2024, I contacted UPS and learned that the package was received by them and on 06/20/2024 was turned over to the US Postal Service for Delivery. I have attempted to contact USPS and only learned that they have not received the package, I again attempted to contact Shady Rays but they are not answering emails, text messages, or phone calls. At this point I believe the package has likely been lost in the shipping process and I feel Shady Rays should be responsible to resolve this issue with the carrier as they contracted them to ship the product. At a minimum I would like to have the product I paid for to be replaced or refunded by Shady Rays.

  

  Business response

  07/08/2024

  Hey there! We are so sorry that has been your experience. With our sale we have been backed up for the last few days but we will respond to every incoming inquiry. For that issue we would be more than happy to get a reshipment set up for you! I'm so sorry for the delay with your order and getting back to you! We will reach out to you asap!

  Customer response

  07/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First of all, I submitted an order to Shady Ray's website. After submitted, a page popped up asking if I want to add additional items to my order. I accidentally clicked on one, and there was no confirmation button. One click and it automatically added that item to my order. There was no way to cancel it, so I contacted Shady Ray to cancel the item I accidentally added. I received a quick response and was able to get a refund for the accidental added item. After receiving the package, the sunglasses I received were not as good as advertised so I requested a return on the website. Because I added item by mistake and a refund has been made, the order changed from #xxxxxxx to #xxxxxxxA. Because of this, when I visited the website to request a return, it only showed a lower amount. I contacted Shady Ray, and I was told to proceed with the return and that a manual price adjustment would be made later. After I shipped out the package and it has been delivered. I initially was notified that the amount was refunded, but I did not receive the refund. I contacted Shady Rays to adjust the refund amount to the amount I paid for. I was notified that an additional amount has been refunded. It also noted that it may take up to 10 days for the refund to appear in my account (dated 06/14/2024). It is now 07/03/2024, I still have not received any refund.

  

  Business response

  07/16/2024

  So sorry for the delay in response here! It looks like the refund was fully processed on our end on July 5th. Has the refund come through yet? We are so sorry for any confusion caused here. Since we edited the order to remove that accidental add our system got a little confused with the return. It should be all processed and go to go now. So sorry for any inconvenience this has caused. Please let us know if you have any questions!

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 2 pairs of sunglasses from Shady Rays knowing about their warranty replacement program. When I went online on 6/15 to request warranty replacements because I had a week of misfortune with 2 pairs of sunglasses, my orders were not found. I emailed AND sent text messages to them to get help to see if a warranty replacement can be processed and the responses averaged 1 response every 2 days, if that. They did send me two links, neither worked to get the warranty processed. It looped me to their main website after it said "items out of stock" and I let them know. Their response was sending another duplicate link. I have had zero luck getting any of it fixed and I will be claiming false advertising at this point because they have made the process so difficult that I am unable to process a warranty that they claim is the best out there. Non-automated texts were received by them 6/19 asking what they can help with, which I already sent in the exact issue, 6/20 asking what the issue is again, 6/21 I received the two links that didn't work even after explaining it didn't work they just kept sending links. 6/24 was my next text asking which sunglasses they were- I already told them which ones. 6/25 another link that doesn't work and then another text with instructions that made no sense. It said to click a button that doesn't exist in the linked website and then 6/27 with yet another duplicate link after I've explain multiple times the issue where there is no redirect on the website linked to get it taken care of.

  

  Business response

  06/28/2024

  Hey ******! It looks like our manager has responded to you and got a shipment set up on us with priority shipping. I am so sorry this has been your experience with us. It looks like some of our new team members were helping you and they clearly did not read your previous messages. We are going to be working with these team members to coach them on correct processes. We are so sorry for the trouble this has caused and for the difficulty in commination with us. Please reach out any time and we will be happy to help!

  Customer response

  06/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We (my husband and I) have used and LOVED Shady Rays for years! In the past, I had to request a new pair of glasses with the guaranteed warranty with no issues. My service was fast and easy. I have referred this company to sooo many pushing the guaranteed warranty, which my friends and family looooved. Unfortunately.......this has not been the case this time around...I was connected with a "******* representative that is very unresponsive. I have been perfectly clear on what I am looking for. She let me know that the glasses that I had last time are not made anymore, and for me to pick another pair. She has continued for over two weeks now to give me the run around. I have asked for the invoice so I can pay the shipping to get my glasses. She goes DAYS without answering me. I am not happy with this company and not sure if I will waste my time with them in the future or continue to refer them.

  

  Business response

  06/28/2024

  Hey ******* We're so sorry you've had a negative experience with us. It looks like our team has responded within 24hr of your messages but we have seen that sometimes our emails can get routed to junk or spam. We are so sorry this has been your experience with us. It looks like our team lead has reached out and we have sent over that invoice for you. Please reach out to us if you have any questions and we would be happy to help!

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  No response after repeated attempts to return sunglasses. I have called, filled out forms on business website and emailed several times.

  

  Business response

  07/23/2024

  Hello, I'm so sorry for the delay in response. It looks like the customer has submitted a chargeback dispute and has since been refunded. It looks like we emailed and texted the customer between the dates of May 30th-June 24th and did not get responses from the customer. It looks like a return was set up and our automatic system was for some reason unable to process the return, I'm assuming that is what the issue was. The order has been refunded in full July 21st. Again so sorry for the delay and trouble with the return here. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered sunglasses from Shady Rays and was emailed that they were delivered. Went to the mail box and they were not there. Emailed to see if there was a mix up and that is when the customer service rep admitted that their company routinely engages in mail fraud. She claimed that "shipper's sometimes mark them delivered up to 48 hours before delivery". I requested my order canceled and was ignored. I emailed the 2nd day and was ignored again. I called on the 3rd day and was told my package had been delivered. The service agent would not refund my money until the 5th or 6th time I asked. This company should not be trusted with your money. They are Shady alright, too bad it's their business practices and not the knock off sunglasses they pump out. Did not get a full refund either. Somehow they kept $5 for lunch

  

  Business response

  05/31/2024

  Hello there, 

  We are so sorry this has been your experience with us. We had an unexpected bump in emails so we had a bit of a delay in replying to everything. We use **** and we only mentioned that it may show up in the next 48 hours after it's marked as delivered since sometimes packages can be mis-scanned accidentally and show up later on. We are always happy to help our customers and would have reshipped or refunded your order had they still been missing after that time. When you called we refunded your order since it still had not arrived, the $5 that was not refunded was for shipping but it has since been refunded. We are sorry this has been your experience with us. Your order has been refunded in full, please let us know if you have any questions!

  Customer response

  06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought sunglasses with what’s called a lifetime free replacements. My sunglasses broke and now they want $14 processing when it’s supposed to be free.

  

  Business response

  11/20/2023

  Hey ****! We do have 2 different kinds of replacements. One our Lost and Broken Protection program that covers and lost, stolen or broken for any reason shades. This program has always required paying a processing fee and is laid out on our website in more detail, protect.shadyrays.com. As for our Limited Lifetime Craftsmanship Warranty, it covers any defects in materials or craftsmanship of Shady Rays sunglasses and is 100% on us. More details for this can also be found on our protection site. We back our shades 100% and we have the best protection program in the business. If you have questions about which you should choose or if you need help with your replacement please reach out to our team at support@shadyrays.com and we would be happy to assist you!

  Customer response

  11/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** * 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩