Mance S.
I am extremely disappointed with how…
Updated Review: Thank you for responding, but there is a very important part of this situation that your response does not address. You stated that my Black Tint Silver Authentic II frames were out of stock and therefore could not be replaced under warranty. However, AFTER receiving that message from your company, I went directly to your website, found the exact same glasses available for purchase, placed an order, and James Oro accepted my payment. My new order number is #265516. So I need an explanation. If these glasses were truly out of stock, why was I able to order and pay for the exact same pair after you told me they were unavailable? Either the glasses were available but were not being provided as my warranty replacement, or your website accepted payment for a product your company already knew was unavailable. Remember, my original glasses only had a small missing piece of hardware. I sent you a pair I could still wear because I trusted your warranty process. You took those glasses, told me you couldn't replace them because they were out of stock, and then allowed me to purchase the exact same pair from your website. Issuing a refund does not explain that contradiction. I would appreciate James Oro addressing that specific issue rather than simply repeating the warranty policy. Original Review: I am extremely disappointed with how James Oro handled my warranty claim. The original problem with my glasses was minor. A small screw/nut came off the frame. The glasses were still usable, and I contacted James Oro because they were under warranty. Instead of simply providing the small replacement hardware, I was instructed to send the entire pair of glasses back for a warranty exchange. They received my glasses on Monday, September 14. Now, after they already have my glasses, I’m being told that my exact frames are out of stock and that I need to choose another pair of lesser or equal value. That is completely unacceptable to me. I sent in a pair of glasses that I could have continued wearing over a tiny missing part, and now I have no glasses at all because James Oro took them back without having a replacement available. I find it hard to believe there isn’t a single frame or piece of hardware available that could have provided the exact screw needed to repair mine. This is not how a warranty should work. A warranty is supposed to make the customer whole, not leave them in a worse position than before they made the claim. If you cannot provide the exact replacement frames promised under the warranty, then send my original glasses back to me or refund my money. Those are the two reasonable options. Right now, the warranty feels like nothing more than words without action. James Oro had an opportunity to handle a very simple issue correctly, and instead they turned a missing screw into a much bigger problem.
Response from James Oro EyewearSep 18, 2026
Hey Mance, thank you for sharing your experience. We take feedback like this seriously and want to address it fully. When a warranty claim is submitted, our process is to replace the entire pair rather than individual parts or hardware. This ensures every customer receives a complete, perfect pair rather than a repaired one. We understand that in your case the issue felt minor, but this is our standard to maintain quality for everyone. Unfortunately, after we received your glasses, the exact style ran out of stock and we completely understand how frustrating that is, especially after already sending your pair in. That's not the experience we want for anyone. As our team communicated directly with you, a full refund was issued to make sure you weren't left without resolution. We know that doesn't fully make up for the inconvenience of being without your glasses during this process, and for that we're truly sorry. We hope you'll give us another chance to show you the experience James Oro is known for. 🙏