Oakley
Poor customer service, 0% guaranteed satisfaction, inferior products

I bought 3 Oakley M Frame sunglasses since the 1990s, and I was a loyal Oakley customer until now. The first sunglass was worned out, and the second one had coat flaking off the right lens.

I purchased the third one directly from Oakley over the phone in August.

This sunglass I ordered was a customized Oakley M Frame with red iridium Heater lens, and I have been using it ever since. I also ordered a hard case for around $25. The sunglass was comfortable, light and sporty looking. I took very good care of it. I cleaned the sweat off the lens after each use, and I always put it back in my hard case. I have never dropped it nor did anything to it. It's just over one year old now.

Just one month ago, I decided to buy another sunglass because I felt the sunglass was not sufficient enough to block the sun glares on bright sunny day. I went to Oakley store nearby and bought the polarized Heater black lens. The sales person there told me I didn't need to buy the extra sunglass because the M frame was built to be lens interchangeable. I thought that was cool so I could save money just to buy more than one lens for the same frame. She showed me how to take apart the lens from the frame. I asked her if the lens would break if I keep doing it and she said no the sunglasses were designed to be built that way.

When I got home I tried to do that on my sunglass which I never did before. I finally got it apart but noticed a little scratch on the upper corner of the lens that was somewhat hidden inside the frame. I thought it was a scratch at first but at closer examination it was actually a crack! How did the crack get there? Did the crack begin after I pulled it apart? I have no idea.

I called Oakley and they told me to send it in for evaluation. They still have my record of purchase from 2007. I went ahead and paid $12 to mail it certified along with a letter explaining what happened and that I took good care of it. I got a call from Oakley after they got it. They said yes it was a crack but unfortunately my warranty expired so they offered a $39 "evaluation fee" to replace the lens. Apparently they ignored my letter.

Why should I pay more for a defective glass? I refused the offer and I told them I was pissed off. I told them to send it back and they did. But they still didn't even bother to replace the lens and now I'm left with a defective sunglass. Their "100% satisfaction guarantee" is a big lie. I am no longer loyal to Oakley. I returned the polarized Heater black lens right back to Oakley and bought a Maui Jim Kanaha sunglasses instead. I have found Oakley to be an arrogant and greedy company who doesn't care about their customers.

Fortunately after reading one other complaint by Steve of Buena Park (6/10) I am glad that I didn't accept the $39 evaluation fee offer because otherwise the lens could crack again and again and again.

Don't buy Oakley's products. Oakley's products are truly inferior.

Company: Oakley
Country: USA
State: California
City: Foothill Ranch
Address: 1 Icon
Phone: 9496726925

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