Oakley Avis 

This saga started in June 2023.I have a high prescription and wanted some wraparound prescription sunglasses. I felt sticking to Oakley lenses was the best way forward as they market their lenses as having special features and I was unsure of the quality of other lenses.

First attempt: June 2023
I placed my order,the order status was payment pending and after a few weeks I heard nothing.
I chased this up with several customer service agents via live chat (on the rare occasion this was available) and over the phone, I was told it would be escalated and was offered a 30% discount code to use for my NEXT order. I heard nothing, and again chased this up over the phone, I was told the transaction had been cancelled and someone had been meaning to get back to me to communicate this.

Attempt 2 July 2023
I still have no idea why the transaction was cancelled?. I placed my order again, using my wife's bankcard. Waited several weeks again, chased it up myself to learn that apparently I had put the wrong PD numbers down, which is why they couldn't process it this time.
#1 I had used the default value of 63 on their website.
#2 on their website, they state they will contact you if there is an issue.
#3 I think despite their brand reputation this is a terrible company when it comes to communication, customer service, basic competency. After arguing with the customer support staff member for 20 minutes, in the end I felt sorry for him, as he has the unenviable task of taking the flak for the mistakes of others. I know they messed up and rather than admit it, they said I had put the wrong PD number, which is not easily done as you have to amend it rather than select the default. As its their website you use to enter the details, unless you keep a screenshot, it's their word against yours. The customer is always wrong. Throughout these misadventures they keep offering you discount codes, that you can only use on non-sale items.due to my high prescription the cost of my lenses is 70% of the cost, so it is only viable for me to buy when they have an offer of a discount on the prescription lenses.

Attempt 3 August 2023
I tried again, this time someone from Italy contacted me to say they had received my prescription but some details were missing????.
First of all let me say Hallelujah praise the lord, for the first time someone had the decency /uncommon sense to contact me. I replied to him and took no chances. I manually typed out ALL the details of my prescription again, which were CLEARLY on my prescription. I sent 2 copies of my prescription in different formats and explained where the details were stated e.g too left in box under address etc.

Today, after several delays, my sunglasses arrived. The company still has 2 payments pending against my card. Looking at them, and trying them on. If you ask me was it worth it?, I would say... No. To be fair the frame fits well, the lenses are light weight for a prescription over 5, but all that spiel abt genuine Oakley lenses in my opinion is just hype. Vision is distorted, especially viewing details in the distance. My transitions lenses (same prescription) are sharper. I should have saved my money and months of waiting, and followed my Opticians advice. Got the Oakley frame and gone somewhere else for the lenses. In nearly half a century on this earth, this is the worst customer service experience I have had.

Scratch very easily and clarity when driving is dangerous

Customer Service is seriously lacking. Build Quality on £150 sunglasses not great. Scratched very easily and the mirrored lenses started peeling off from the edges 18 months of occasional use. Contacted their customer service but they were so dis-interested in what I had to say. Made me jump through hoops discussing it only for them to tell me it's a 12 month warranty. They then offered to have them repaired however the cost equated to 2/3rds of the original cost of the sunglasses.

I purchase a Custom order of Oakley Sunglasses from my local Oakley Store. I was told the glasses would take about 10 days as they were made in Italy. This was a Sunday. Within an hour or so of getting home I realised I had specified the wrong lenses. I phone the store who told me, nothing could be done the order could not be amended. I pointed out that it was a Sunday , the order was only made an hour or so earlier and all they had to do was to go into their system and make the change, again I was told , impossible. I contact customer services who said, nothing could be done, and to go back to the store to try and resolve. I went back to the store and after much debate, I eventually lost the will and told them to totally cancel the order and give me a refund, which they did. Whatever system they use , that won't allow any update/ amendment or review of an order is nonsense, as for Customer Support UK , horrific. I actually felt some sympathy with the Store in Cheshire Oakes, the staff were as helpful as they could be , but , if this is Oakley policy then they really need to reflect

Terrible customer care, useless customer service portal. I purchased a pair of sunglasses a year ago and one screw came out that holds the lense in place. I was told by Oakley to use their customer service portal as they don't supply the screws as a spare part, I had to supply several photos of the glasses which I did along with the product code, then it requested more photos which i uploaded, then more photos which i uploaded then the product code which i had already given but gave again with another photo, to cut a very long story short, i have still not been able to get them fixed and now have been told they they don't supply screws as a spare part which they had already told me 3 weeks ago and to use their customer service portal which I have been doing for the last 3 weeks - I am going around in circles and have given up - I will now have to take them to an optician and pay to get them fixed - will never buy from them again

Third pair (and the most expensive) of Oakley glasses that have blistered on the inside of the lenses. This is not something I might expect this of glasses costing £30 but not £100-200! 😡
This particular pair were my "Sun-day best" so I had worn them maybe 15 times in 5 years and kept them in there metal box, wrapped in an Oakley cleaning cloth when not in use.
Contacted support to be told that as they were out of warranty they could only offer a discount on another new pair (again).
Once is just bad luck, twice is suspicious but three times is plain bad quality. These are like cheap knock-off glasses not the real thing. Buyer beware. Buy a cheap pair and IF anything bad happens to them buy another pair with the £100+ you have saved.
By comparison I have 2 pairs of Dirty Dog glasses which I wear every day of the summer and are of similar age to the last Oakley bin jobs and they are perfect.

Ordered an item from their online site. Was expecting the delivery in 3-5 days as advised. Happily surprised to receive it the very next day. Really happy. Thanks

On a Sunday I saw some glasses in the Cheshire Oakes store. Staff confirmed they had them in stock. Had a voucher that had to be used online. Purchased online and selected for collection from the store I was stood in. Was told I couldn't have the glasses as I had to wait for an identical set to be sent from their distribution warehouse. As I didn't live near the store I went home and first thing the next day I rang Oakley to ask for delivery to my home address instead. They stated the glasses had already been delivered to the store. I asked if they could post out to me to be told they couldn't. I asked to cancel the order then and was told they would get back to me but 2 weeks later nothing. Rang again today to be told they would send me a return label? Finally got them to understand I had not collected the glasses. Said a refund would be issued.
How hard can it be just to buy a pair of sunglasses.

Purchased a ski helmet from them but they sent me the wrong size so it was returned and received by them on 16th January. Apaprently to receive a replacment in the correct size it could take 15 working days so I purchased another to save time. AGAIN, received the wrong size! So sent that back to. Which was received on 24th Jan, refund for this was on 26th Jan. I've still not had a refund for the first item I returned with today being 15 working days. I only receive an email saying they've emailed the dept and will let me know.....NOT IMPRESSED. They make 2 consequtive mistakes and then hold onto your money and can't fulfull their own stated timeline for refunds.

Update: the incompetence continues.... they've issued a refund after having it for 19 days in their possession but not for the full amount. They've decided upon themselves to keep £21.25 with no explanation as to why. If there was an issue with the return such as damage from courier then this would of been highlighted in the 19 days they've had it?

Awful experience dealing with this company. I ordered a pair of expensive prescription glasses online. Over 2 weeks later and I still dont have them or have any idea when I might get them.

On my last call to speak to customer services they did not have any idea what has happened to them either. They could not even tell me if they had been made or not and cited "technical issues" and the fact it was the "holiday season". What a load of BS.

Have cancelled the order and will now buy a pair of glasses from a company that can actually do what they are in business to do.

Thanks Oakley for wasting my time and congratulations for being utterly incompetent.

Great sunglasses but as the websites stock isn't updated you end up getting order cancellations weeks after stating it is sold out. The orders available take a long time to arrive, poor delivery communication. Spoke to a representative who apologised, gave me a discount code, which is kind of them. Used the code and order another lense, which then also a week later was cancelled due to being sold out. So they need to sort their systems out I think.

This a dreadful organisation to deal with. Their customer service fobs you off and when requested to send photos of the fault state that they are not sufficient quality and request more. This process goes on and on until the customer capitulates. As soon as there is a slight gap in sending photos Oakley close the case. All they have to do is ask the customer to return the product for inspection. But they won't do that and embark on a war of attrition.

Be very aware when ordering from Oakley UK, the glasses are sent from EU to uk they use ups and there shocking to deal with.The lunes never put the address on correctly.

I visited Oakley shop in Covent Garden for prescription eyewear. The salespeople downstairs were very helpful and advised me. The optician there (Cedric) was fantastic. He was very helpful, and was a great person. He agreed to send my glasses straight to my house and measured the frame for me. Hugely brilliant and highly recommended.

I have been using oakley sunglasses for the last 20 years. It has always been great quality and comfortable.

I live in sunglasses, and mine usually lasts 4 to 5 years before the lenses start to look a bit tatty. I love the polorised lenses. I have quite a few now. Fire iridium is my all-time favourite.

My latest acquisition are valve polorised black iridium. Block out 98% of light with the wrap around style. These are also great at not letting people being able to see your eyes.

I ordered these at 07.30am on a Monday online, and they were delivered to my door by 11.45am the next day! Can't knock that for fast service.

Thanks, oakley, for the speedy service!

Very shocked to read the reviews because ive recieved the complete opposite. I made a last minute order for Christmas and chased the order to see if there was any chance of receiving the order before Christmas. I had a response first thing this morning, not one but two responses.
The customer care team are very helpful and quick to your questions you may have.

My husband loves oakley brand, always a good present idea for him and when ever ive contacted them for help... they always quick to reply and helpful.
I may not recieve it in time but that was the chance I took ordering late and is out of Oakleys hands.

Thanks for you help Oakley 🙂

Ordered several pairs of ski pants in different sizes. Needed to return one size so got them to provide me with a returns auth code and returns label (itself a cumbersome process compared to most online retailers). Sent the item back. Then nothing. They started sending me additional returns auth code number for the other ski pants item I wanted to keep. I called them and was told it would be sorted. I then got an email saying that after the call they would send me a replacement pair of ski pants - in the size I had already returned. I phoned again and was told they must have confused “returns’ with ‘replace’. I phoned again to see what the issue was and was told they would process my original returns request and would send me a second return label for the duplicate item they wrongly sent. Today I get another email telling my original return items was for the ‘wrong size’ so would be returned. They seem to be confusing themselves between the original return request and some of the later, self-generated returns codes they issued. Overall they are basically incompetent and have little understanding of their own process or how to resolve an issue. It’s a month on now, they have had the original return item back but I have yet to receive my refund. Will never touch this brand again

I ordered a pair of Ski goggles, the price was good however they sent me the wrong product, the model was correct but the wrong colour lens & frame combo. I immediately emailed them with pictures and heard nothing. After 6 days I gave them a call and the advisor said he’d not received any emailed so while on the phone I sent the email again, he said he’d watch for the email and email back that day. I revived nothing so emailed asking for confirmation of receipt, received nothing so called again and was told the email had been received and her colleague was dealing with it, she said she’d get him to call me back, no call obviously. Emailed again for an update the next day, still nothing, I called later that afternoon and I spoke to someone who again wanted to ‘fob’ me off but I wouldn’t allow it and just wanted it sorting, she said I can send it back and once they have been received it, they can then send out the replacements within 5-7 days of receiving the return, I made it very clear that it wasn’t acceptable as I’ve already waited a week for them to arrive then a week for a reply to my email and now you want me to wait a week for you to receive it, a week for you to process it and another week to receive the replacement. I made it very clear it’s not acceptable, then I was told I could return for a refund and then buy again, I also advised that wasn’t acceptable as then I’d have paid twice till you decide to process my refund. I said I will obviously return these but I’d like the ones I actually ordered dispatched immediately, at this point she hung up on me, presumably because she didn’t want to deal with my Issue and also because it was the end of the shift, this also stopped me being able to call again that day. I called the following day to be told that that’s all they can do, at this point I’d lost all interest in the company so just told them to send the label and I’ll return it. She said I’d received it in 3-5mins and the call ended. I had an email which didn’t include a label, just an address to return it to at my expense so I waited another 30 mins to see if I receive another email, I didn’t. I made ANOTHER phone call, I was told that they would sort me a return label and advise UPS, I was also told that once UPS have collected the return they will send me my replacement but this again is up to me to give them a call back so they can check it’s been collected.
So in summary.
1. Oakley send me the wrong product.
2. 4 Emails
3. 5 phone calls
4. Two and a half weeks
5. Still no label.
6. Still not got what I ordered
7. No one advisor able to sort
8. Even if I do get the Label and return it my work is still not done.
9. 1 VERY UNHAPPY customer

I currently have 2 pairs of Oakley snow Google’s, 2 pairs of Oakley motocross goggles , 3 Oakley sunglasses and some Oakley clothing.
I feel I will NEVER buy anything Oakley again and that is purely due to there customer service.

My £500 Tincup Carbon prescription glasses lasted until 1 month after the guarantee expired. One of the hinges was stuck solid and would not fold in making it unable to put in it's case. I contacted many local OAKLEY dealers to repair and none had the tools or skills to repair this particular type hinge. I then contacted OAKLEY CUSTOMER SERVICE DIRECT and this was the reply:-
Hi Bruce,
Your request has been evaluated OUT OF WARRANTY.
Unfortunately there is no availability of spare parts for a repair or substitution.
Since your product is not available, unfortunately we cannot propose an Out Of Warranty Service Offer.
We'd like to apologize for any inconvenience and offer you a coupon worth 30% for your next purchase on Oakley.com
Here is your coupon code: XXXXXXXX
This offer is valid for 12 months and cannot be combined with other promotions.
Oakley Assistance Team
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OAKLEY cannot repair their own products!
The 30% off coupon was absolutely useless as all the OAKLEY online dealers have cheaper prices even without a coupon!
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So I am now stuck with the most expensive "unfold able and unrepairable" spectacles on the market!
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OAKLEY SUCKS!
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I recently bought a pair of sunglasses direct from Oakley, no problem , all went fine.

I will say they feel very overpriced for plasticky glasses, but I knew what they were like so acceptable to me.

I also recently bought a pair of Oakley Prescription glasses from one of their resellers, the quality of the frames were bad, however I believe that is the fault of the reseller basically breaking them when preparing them.