Smith Optics Avaliações 

Seems like there is some sort of scam going on as i, like another customer purchased a helmet from the UK store and it was delivered to an address in Italy. Multiple messages to customer service and not a single reply. How can this well known ski and snowboard brand operate like this?

*Ordered ski goggles beginning of December.
*According to UPS tracking Parcel was delivered to Italy! Not my address in England.
*No reply from customer services at all.
*Absolute scam!

Purchased a helmet on 01 December. However it has been delivered to an address in Italy. I have contacted support but not received a response.

Ordered a pair of goggles on the 30th of November, yet to receive anything as of the 11th of December, UPS most recent tracking information states delivered to an address in Italy, have tried reaching out to SMITH customer service on multiple platforms but they seem nonexistent.

Ordered goggles, they were sent to an address in Italy, rather my home in England. Have messaged on various platforms and sent emails. Still no response from the company. Hundreds of pounds spent and not a single thing to show for it. Absolutely shocking customer service. Their UK instagram page also denies any knowing of the product and no advice of who to contact. Website is also happy to take your payment from across the world, but when you try to put in a delivery claim, it only accepts American addresses, and zip codes? Completely useless, criminal actually.

NEVER ORDER FROM HERE (UK)
A terrible experience from this company, took the money, endless messages to the customer care who just send automated responses, never received my item and now have to contact my bank. SHOCKING!!

UK Buyer beware! I bought a helmet and goggles for my daughter. They took payment for both. They cancelled the helmet order as it wasn't in stock and didn't give a refund. Stupidly, I bought the a different colour helmet (for goggle compatibility) so paid again. The helmet doesn't fit. I now want to return everything and they do not have a returns process at all for EU customers - they say to "come back" but I have checked intermittently for 36hrs and it is still not available. I have submitted several online forms - no response. No customer service number. Simply awful

I’ve been a long-time Smith customer and have bought four pairs of their sunglasses over the years. I love the product, and to be fair, Smith did stand by me once in the past when a frame broke — which is why this latest experience has been so disappointing.

Recently, a lens on my Riptide sunglasses developed a hairline clean crack during normal day-to-day use. No drops, no damage, always stored in a case. I submitted a warranty claim expecting at least a conversation, maybe even just the option to replace the lens.

Instead, I received a boilerplate denial and a 40% voucher toward buying a whole new pair. When I asked what they believed caused the crack or how this fit under their “lifetime warranty,” the conversation ended. No explanation, no follow-up, nothing but the canned email. That silence was more frustrating than the denial itself.

This really drove home that the “lifetime warranty” isn’t something you can rely on. It seems to work at their discretion, not as a dependable part of the brand’s promise.

Here’s the truth I want other customers to know:
There are several brands that deliver sunglasses every bit as good as Smith’s at a fraction of the price. At this point, buying a solid mid-range pair and replacing them when needed is cheaper and less stressful than paying a premium for a warranty that may or may not be honored.

I still like the product. I’ve even had a good warranty experience with Smith in the past. But this time, when it mattered, the support wasn’t there and that makes the lifetime warranty feel essentially worthless.

If you’re choosing Smith because of the warranty, go in with eyes open: it might not hold up when you need it most.

They've adjusted their warranty and no longer accept returns on their RX glasses (something that was not at all mentioned during the ordering process). Even a simple Google search still shows the original return policy that included RX frame previously.) Their advertised sizing is pretty inaccurate as well. I wouldn't recommend order anything unless you can find somewhere to try them on first.

I bought a pair of Smith Optics ski goggles based on the strong reviews, but my experience with both the product and customer service has been extremely poor.
• The first lens failed after only 2 hours of skiing (fogging and filling with water).
• The replacement lens failed just as quickly.
• When I tried to get support directly from Smith Optics, I discovered they don’t provide clear contact details for the UK/EU, and their website blocks you from logging a warranty claim if you’re based here.
• I contacted them via chat several times in December, but the ticket they promised was never created, I was cut off abruptly once, and despite multiple chases I never heard back from their EMEA team.

In short: the product failed almost immediately, their support was non-existent, and I was left out of pocket after spending €320 and then having to buy a replacement pair of goggles mid-trip.

Given the high cost of the product and the reputation of the brand, this was a huge disappointment. Buyers in the UK or EU should be aware that if something goes wrong, you may have no real support.

- incomplete shippments
- stolen pieces
- they owe me 500€ since weeks

We both have Smiths helmets and goggles (husband and wife). Bought about 12 years ago and used for 8 skiing holidays. We've just been away for our first ski trip since covid and, after starting to pack, were dismayed to find that the foam to both sets of goggles was disintegrating and pulling away from the frame. A quick emergency trip to our nearest sports equipment store saved the day. The goggles are still in good order but completely unusable because of the foam issue. After doing some research it appears that this is not an isolated incident and hugely disappointing, bearing in mind the significant price premium for Smiths Optics equipment. My confidence in this company's products has been seriously eroded.

Will not honor warranty. Customer service will not respond. sunglasses started to deteriorate within 2 years. Frames came apart and exposed wires cut my head.

Terrible customer service and poor product quality. I contacted Smith customer service well over a month ago via the contact form on their website. I received an acknowledgement but no reply and am still waiting despite sending a follow up email 2 weeks ago. I bought a rather expensive set of Smith I/O goggles several years ago. They have always been well looked after, always dried after use, in fact rarely used for the past few years. I bought these goggles after careful research, believing the quality would be exceptional as one of most expensive goggles on the market. However the foam has simply crumbled, whereas the glass and plastic are still in excellent condition. I recognise they are a few years old, but we have several sets of older other brand goggles in the family, where this has not happened. This is very disappointing. Irrespective of whatever the official warranty policy is, I would have expected a reply and offer of replacement; the item has clearly failed reasonable fit for purpose and durability expectations.

I bought a helmet on sale on Dec 12th. Smith Optics got back to me on Dec 18th and informed that they had run out of stock even though the helmet was still available for purchase on their website (at a full price).

simply a scam, they kept my money, the product never arrived, I am investigating taking legal measures against the company, I write this so that the same thing does not happen to them, I ordered a Smith Squad XL replacement lens, they told me twice that they had different problems at customs and another that they did not find the address I trusted (I never had this problem with another company), in the company for the 3rd time and now they simply do not respond to my emails or the website, I am still waiting for a response, the order is placed by 11/24/2024 and I haven't even received an explanation email. The tracking code takes you to a page that no longer exists. Thieves!!

simplemente una estafa, se quedaron con mi dinero, el producto nunca llego, estoy investigando tomar las medidas legales contra la empresa, escribo esto para que no les suceda lo mismo, ordene un lente de repuesto smith squad xl, 2 veces me dijeron que tuvieron diferentes problemas en aduana y otro que no encontraron la dirección confié (nunca tuve este problema con otra empresa),en la empresa por 3era vez y ahora simplemente no responden mis correos ni la pagina web, sigo esperando respuesta el pedido lo realice el 24.11.2024 y ni siquiera he recibido un correo de explicación. el código de seguimiento lleva a una pagina que ya no existe además. Ladrones!!

Worthless #Warranty. I purchased my glasses and a couple years later. The pin came out on the hinge that connects the earpiece to the glasses. They would not warranty them only offered me a 30% off on another pair of glasses that didn’t have a warranty.

A. Eshaila of the warranty department is the worst customer service representative that I have dealt with of any company. They consistently ignored my comments and questions and simply replied with different variations of the same standard response.

I contacted customer service because the Smith name came off the frames using a lense cleaning cloth. This is a problem they are aware of and don’t tell you.
I followed the instructions to scratch up the lenses and trash them and then they moved the goal post and wanted more. I explained the glasses were gone and now I’m out my glasses . The return policy hinges on someone’s opinion of your photos. They blocked me on Instagram due to negative reviews.
They will sell you as a loyal customer so BUYER BEWARE HORRIBLE QUALITY AND CUSTOMER SERVICE!

I have (had) a pair of Interlock wrap around sports sunglasses from several years back. Recently, small bubbles began to form on both lenses and the outside of the lens clearly shows a film coating lifting away from the lens. I contacted them and they tell me it's an old model and they don't cover "wear and tear". I don't consider delamination of the lenses to be wear and tear and I always kept the glasses in a case and used soft lens cleaning cloths. In other words, don't believe the lifetime warranty.