“Absolutely horendous experience with Polette - AVOID AVOID AVOID! If you end up with an uncomfortable frame, then Polette will only refund you the frame and not lenses, which make up the bulk of the price! They can't even offer to fit the lenses into another frame as would be the case with a reputable optician. Of course, this policy is not made clear at the point of purchase. They don't even have the decency to leave you with the lenses you have paid for, as they must be returned with the frames - Ridiculous! All the other problems described on here are true - extremely slow delivery times and terrible customer service. In the end I have paid about £200 for absolutely nothing. Thanks Polette!”
“Avoid them they used to be good now they are horrible I got the wrong lenses contacted them the day they arrived and I’m at 18 emails with customer service and no simple offer of their return address .. they are marketed well but it’s just made in China and them having stores offers you zero help if ordering online”
“I had an amazing experience at the Polette store in Amsterdam when I bought a pair of glasses. The whole process was seamless and exceeded my expectations.
When I entered the store, the friendly staff welcomed me and made me feel at ease.
The staff members were knowledgeable about their products and patient and attentive to my specific needs. They guided me through the selection process, helping me find the perfect frames that complemented my style and prescription. Their expertise and willingness to go the extra mile made the entire shopping experience enjoyable
Overall, I highly recommend Polette to anyone in search of quality eyewear, in my case no problems and pretty cheap as well
Thank you very much Milica, Miguel, and Jere, you Guys keep up the good job!
cheers”
“Do not buy from this company. Bought glasses and was told they would arrive in no more than 3 weeks. It has been two months and despite trying to contact polette, I have received no updates on my order. It feels like a scam.”
“Bad Polette experience, glasses not delivered!
Are you considering ordering glasses from Polette? Again, think carefully before ordering from Polette because there are serious concerns about the reliability of their services.
Briefly:
- More than a month ago, on 26 September 2023, I placed an order for glasses with Polette, but to this day I have not received any glasses.
- Polette's customer service has repeatedly answered my requests for information, advising me to be patient, while claiming that they are doing everything possible to deliver orders quickly.
- During this time, as a consumer, you are left in the dark with no tracking number, delivery indication or any other reassuring information.
- Although I have received apologetic emails for the delay, this is only compensated with a discount code for a future order (?!), which of course does not remove the current frustrations, as I want the glasses I ordered delivered.
- After countless disappointments and confusion, I now simply want my money back. However, Polette states that you must receive the glasses first before you can even consider requesting a financial refund, which amounts to an absurd situation of a 'chicken-and-the-egg story'.
My advice, avoid Polette and opt for a reliable glasses provider where there may be a slightly higher price to pay, but where there is a guarantee that the glasses will be delivered on time. Polette is an uncertain choice and where the chances of disappointment are high.”
“I have to add the same story here as those below. I've been waiting for four weeks with no news about my glasses. After I actively badgered them for information I was told that they have logistics problems and that it will be another week before I am even issued a tracking number, and then what? Another two-week wait for glasses? I don't understand this company's business model or poor customer service approach”
“i hate leaving bad reviews but its been almost two months and i haven’t received my glasses. honestly at this point i dont think the product will come anyway so here i am. if you guys are not aware: they ship the product from China. If i only knew this i wouldnt order it in the first place. it says theres a blockage of products, but how it is supposed to be my responsibility? i asked for a refund and then of course they gave me 10% discount for next purchase but who wants to buy another product if the experience is this bad?”
“I went into the store on the 18th July and purchased a pair of glasses. I was told they would be shipped from France so the delivery was £10 ...only later to find out they would be shipped from China! On the 03rd August the order showed as delivered but as I never received the glasses I contacted their customer service asking to investigate. I have been trying to get a refund since that day and the only thing that they want to offer is to replace the order or give me a voucher I don't need as I had to purchase another pair of glasses from another retailer due to the long wait. This doesn't seem like a reputable company at all.”
“I ordered two pairs of glasses. They took forever to receive, the process lacked so much transparency. Within a few months, both pairs broke. It took me months to have them reship a new frame and a nose pad. I had to go to a repair shop to get them fixed. A few months later they broke again... this time they are sending me another nose pad and offering me credit for much less than the amount I paid for one pair of glasses.”
“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!!!”
