“I have had a very disappointing experience with Polette and would not recommend. I have been waiting on my order since the 24th of August. Supposedly there was an attempt to deliver my order (this is impossible as the delivery address was my workplace which has a 24/7 reception which would have been present to accept my parcel). The package was returned to Polette and destroyed (?). I was then told I would have to pay the delivery fee again to send them back to me. THEN they inform me that the glasses I had chosen were out of stock so I had to choose similar ones and then they would be made a "priority". It has been over 2 weeks and I still have not received anything, so this promise of "priority" was false. In sumamry, I have waited months for glasses that I didnt actually want and had to pay extra for them. At no point have Polette apologised or taken responsibility for this ordeal. Wouldnt recommend.”
“The first rounds of ordering glasses via polette.com were pretty good. You have to navigate the "English as a second language" website with different conventions that you'd find on a USA-based online retail business. - The glasses take a while to arrive, and though the website says it's based in the Netherlands, the package arrived through USPS and with a return address in the U.S.A. location. One pair is a little nutty, it falls off my face while I'm working sometimes; just doesn't have arms that reach far enough beyond the back of my ears or don't curve or whatever to stay in place. - So, the second round of ordering was a disaster. I ordered what I thought was a normal size frame, did my thing, and added my Rx... And they arrived about a month later. They are HUGE. 100% the wrong frame size for me. Big Man-sized frames. They slide and fall off my face just sitting still. I have to work the arms to come close enough together to fit behind my ears. Because of this or maybe as a separate issue, the Rx is wonky. I have to (while sitting very still) look only straight center as when I move my eyes L or R the room curves and I feel nauseated. I wrote into Polette. Their reply was that I could ship the glasses back to FRANCE. Paying for the shipment. And then, **once they received them** [If they receive them...?] I would be awarded a voucher. In other words, a "store credit". - Oh and I'm meant to send them an image of the tracking and shipping receipt. - Or, I could request a refund of the cost of the frame only and the original shipping ($9.00 USD). The cost of the Rx, the lens type, and all else I'd selected would not be refunded. So with losing the lens cost and Rx customizing and paying the shipping to France, I get nothing. And they got my money. Sadly, I will not order from them again.”
“The frames are nice, the optics is LOUSY! The quality of multi-focal lenses is deplorable. I have 20 years experience in wearing multi-focal and simultaneously with the pair from Polette I got 2 other multi-focal pairs from other online opticians, all based on the same prescription. Both the other 2 pairs were as fine as if they were made by best opticians. The Polette pair was as good as nothing and will be returned. Be aware, though, that Polette will NOT refund the lenses even if you can not get used to them while practically all major optician chains will do this. Be warned, don't say I did not tell you!”
“Worst company ever!
If I could give them Minus Stars, I would!
I ordered glasses about a month ago but never received them.
The delivery company said that Polette chose the type of delivery where my glasses were simply left open to everyone on the general mailbox of my apartment building next to the entrance, without a signature or delivery to a parcel shop, and they were left there 10 days ago.
I contacted Polette and they told me that I can get a refund for the frame and shipping costs, but still have to pay for the prescriptioned glasses (still € 50)
I didn't choose this weird delivery company that leaves things unsecured and I wasn't informed that they would do something like that. If I knew I would have chosen a different delivery address.
Only order here if you would like to pay but do not want to receive anything.”
“Polette, A dull misery!!!
At first it took almost 1 month to receive the glasses.
Then it turned out that I couldn't see through them at all.
I sent an email that I wanted to return the glasses and I would like the correct prescription glasses in it. this became a complicated e-mail traffic in which a solution was never given.
I took the glasses to an official optician; he looked at the glasses and found that the right glass only has a reading strength (which is not at all correct with the measurement in the Polette shop) and the left glass only has a distance strength (which is also incorrect)… No wonder I couldn't see.
According to the optician, the glasses are completely straight instead of slightly curved as eyeglasses should be (so: bad quality).
I wanted to have the optician put new lenses in the frame, but that is impossible because the metal frame has no screws on the side; apparently the glasses are made at the same time as the frame and it was therefore impossible to return the glasses to polette and to put the correct lenses in them. But why isn't this communicated?
They cannot be reached by phone, and by email it always takes longer than 48 hours
After 1 month I was told that the full amount had been deposited into my account.
I NEVER RECEIVED A REFUND!
I say now; in this case a cheap buy is an expensive buy, no buy!
I have lost 90 € and can throw away the glasses...”
“My experience in the actual shop in Oxford Street was great, however I have been waiting for updates on my delivery since and I cannot track the parcel with any of the offered codes, not on the website(gives an error page), app (blank) or on Royal Mail. I ordered on 3rd September! I just really want to know when I'm going to get my glasses?? Very, very slow service, poor interface and online communication, which really is a buzzkill, I was super excited about the brand initially but honestly don't think I'll ever use it again. Meanwhile my partner got his glasses from Specsavers within 7 working days. I think I know where I'm getting my next pair.
I have contacted customer service and no reply for a while, but they replied to me, coincidentally after having posted my first review. I was given a tracking page in French and again directed to Royal Mail. Seems that my package has been stuck in customs, after being released from customs almost 10 days ago!? How does that make sense? I am beyond disappointed, I don't even know if I will ever actually get these glasses as I'm starting to believe it's all a scam! If I could give 0 stars, I would!”
“AVOID AVOID AVOID. Sent me the wrong prescription. Won't refund the frames and expect me to pay for shipping to return them. Basically lost £60. Worst customer service ever. Three weeks of arguing with them, but still trying to get me to pay more money. Absolute SCAM. Do not buy from here!!!”
“I ordered a pair of sunglasses online, and when they arrived I tried them on, and realised that i did not actually like them. I asked them if I could please return them, and be credited so that i could order a different pair. They were friendly and helpful, and refunded the cost of the glasses, and I was able to pick a different pair I was now happy with. Excellent customer service. Sunglasses were good.”