ThinOptics Reviews | Read Customer Reviews of thinoptics.com

ThinOptics Reviews | Read Customer Reviews of thinoptics.com

ThinOptics reviews

1,558 approved reviews, newest moderated first

Gil S.
Jun 25, 2018
I really like my thinoptics glasses but…
I really like my thinoptics glasses but the website now clainlms they are having some "issue" and requires I call to get a warranty replacement for the noaepad that fell off, which wouldn't be such a big deal, except that leads to an auto attendant, and then after a long hold, you are asked to leave a voicemail. It's been 13days now without a reply. ; (
Response from ThinOpticsJun 26, 2018
We apologize for our delay in response to your replacement request, Gil. This is definitely not the kind of engagement we want you to have. You will be happy to know that the replacement tool error that we had experienced is resolved. I would be happy to assist you with your current replacement needs. I am going to send you a message here so we can continue to work together on this request. Rest assured that I am here for you. - Malinda, ThinOptics Social
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Angus C.
Jun 24, 2018
UPDATE:
UPDATE: After leaving my previous (2-star) review here, I was contacted by Nikki, who dealt with my replacement order quickly and efficiently. She apologised for the delay in processing my order and sent me two pairs of glasses for my inconvenience. While this doesn't address any concerns with quality or design issues, it has restored a little faith in the lifetime warranty. The replacement section of the website appears to be functional again, so I for one am willing to give them a chance. Hopefully the issues mentioned above will be addressed in the near future. It's a good product that could be fantastic with a bit more work.
Response from ThinOpticsJun 24, 2018
Hi, Angus. Thank you so much for sharing your new experience with us. It was my true pleasure assisting you with your replacement request. You will be happy to know that our design team has redesigned the nosepads on our glasses which are now available on select colors. Your replacement glasses both have the redesigned nosepads, which we hope you will enjoy. If there is anything else I can do to assist you please do not hesitate to reach out, I am here for you and always happy to help. - Nikki, ThinOptics Social
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Beverly L.
Jun 17, 2018
Glasses will not stay on my face - refund hard to get
The idea of the ThinOptics glasses is awesome. Anyone who needs reading glasses would be drawn to the idea of simple and compact glasses that can go anywhere. However, the reality is I could not get these glasses to stay on my nose. I tried everything as I really wanted to like them. But in the end the design is flawed for me. What is worse is that the company makes it cumbersome to return and get a refund. I am an avid online shopper and I am use to reputable retailers making is super easy to return items. In this case you have to read a section on the website to get the support email address. Then you email and you instantly get an email saying it will take 5 to 7 days for them to respond. Now this isn't to replace or refund the glasses... this is simply a delay technique before you get instructions for a return. So sad -- as it is really easy to be an online retailer that customers like. Unfortunately this company is out of keeping with what it takes to be a successful ecommerce merchant.
Response from ThinOpticsJun 17, 2018
Hi, Beverly. I am very sorry to hear that you have had trouble with the stability of your glasses and I apologize for the delay in response to your concerns. We have been experiencing technical difficulties on our website and are working diligently to resolve all concerns as quickly as possible. I will be happy to expedite your concerns. I am going to send you a private message here on Trustpilot so we can address all of your concerns together. - Nikki, ThinOptics Social
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andrew T.
Jun 16, 2018
Still cannot get through the flexible…
Still cannot get through the flexible wire over the nose fell out of one side
Response from ThinOpticsJun 16, 2018
Hello, Andrew. Sorry to hear that you are having this experience with your nose pads and our delay in response to your request. We are working hard to resolve all of the outstanding concerns as quickly as possible. You will be happy to know that our self-service replacement tool is also available for your convenience. Please visit us at thinoptics.com/replace to process your replacement requests. I am going to send you a message here on Trustpilot so we can expedite your request. - Malinda, ThinOptics Social
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BCC
Jun 15, 2018
Why now?
Just everyone else, I'm having difficulty requesting for a replacement, both on the website and calling the customer service number. It's a great product and I don't request replacements often (I think it's been a year since the last replacement) but this behavior is also making me think the company's in hot water. I ordered the glasses with the iphone case and i've gotten so used to it.
Response from ThinOpticsJun 15, 2018
Hello, BCC. Thank you for reaching out to share your concerns with us. We apologize for the inconvenience we may have caused you due to our delay in response to your replacement request. I can assure you that we are only having a technical issue with our replacement tool. We anticipate this to be resolved shortly. however, in the meantime, we are manually processing all requests which have caused our volume to be higher than normal. We are working diligently to assist our customers as quickly and efficiently as possible during this time. Please know that I would be happy to assist you with your request. I am going to send you a message here on Trustpilot so we can continue to work together on this request. - Malinda, ThinOptics Social
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Valued C.
Jun 14, 2018
disappointed and frustrated
My black 1.50 need to be replaced due to broken nose clips. The last time this happened the process was simple and quick. This time I have called twice and sent an email. Today is business day 8 and I have had no response. Very frustrating and very disappointing. Particularly since I also purchased thinoptics for family and friends and have recommended them to others. Not only is thin optics reputation on the line, mine is as well.
Response from ThinOpticsJun 15, 2018
Hello there. I am sorry to hear that your nose pad is broken and that you are having this experience with your replacement request. This is not the experience we want any of our customers to have. Due to an unforeseen technical issue, in the meantime, we are manually processing all of our customer's requests, both domestic and international. We apologize for our delay in response to your request. I can assure you that we are doing our best to service each customer as quickly as possible and we are processing each request in the order that the request has been received. I am going to send you a message here on Trustpilot so we can continue to work on your request together. - Malinda, ThinOptics Social
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Andy B.
Jun 14, 2018
I can't understand the low satisfaction score?
I just had to contact Thinoptics as one of the nose grips had come off my focals. Nikki got back to me on Twitter really quickly. No quibbles. No delays. No negotiations. Simply sorted my replacement pair with speed, charm and professional efficiency. THAT'S how customer care should be! THAT'S why I'm now a customer for life. Totally impressed!
Response from ThinOpticsJun 14, 2018
Hi, Andy. Thank you so much for taking the time to leave us a fantastic review! It has been my absolute pleasure assisting you and it is great to hear that you are happy with the customer service provided. We are here for you anytime you may have questions or need any assistance. - Nikki, ThinOptics Social
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mr l H.
Jun 14, 2018
Second pair of Thinoptics glasses broke…
Second pair of Thinoptics glasses broke again with nose metal strip falling off. Have a Lifetime guarantee but cannot use Thinoptics website to order replacement pair. Please can Thinoptics sort this out quickly for me and other customers.
Response from ThinOpticsJun 14, 2018
Hello, Mr. L. I appreciate you reaching out to us. I am sorry to hear that you are having trouble processing a replacement order. It would be my pleasure processing a replacement order for you and expediting your concerns. I am going to send you a private message here so I can better assist you. - Nikki, ThinOptics Social
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