Reply from SmartBuyGlasses Canada
[REPLY]
- Reviews (216)
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- Mina Samy
- Alexandria, CA
- 1 Review
no answer from customer service , and didn recieve my glasses !!!!!
I am travelling next week and i ordered my glasses a whole month in advance and i didn get em !! No reply from the damn customerservice emaailsss i sentt ! Andd the status of order trackin keeps switching from ( approved and in process ) to ( discontinued ) wht the helll iiss thatt ! No phone number to contact them of course , all in all worst online shopping experince everand still didn get my glasses which i assume wont get in time for travel
ID RATHER PAY RETAIL THAT GO THRU THIS NYTIME AGAIN
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- Richy
- 1 Review
Awesome customer service
I want to thank Smartbuyglasses' customer service for being so patient with me! I placed an order on Friday noght, and realized I made a mistake and selected the wrong frame size... I contacted them and got to change my order for the right model!
I love your flexibility, guys, keep up the good work!
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- Ryan Lascano
- Calgary, US
- 1 Review
No response to my email
Hi,
I' ve email yesterday asking for a return address because I want to refund my order that was partially delivered yesterday. Today I was able to receive my second order unfortunately,until this time I haven't heard any reply from your company. I hope you can send me the return address so that I can send it back immediately with its original packaging. I'm returning the order because the item is not authentic carrera sunglasses. I know that you have a 7 day return policy that's why I email you right after I received the first order.I have attached my order reference# CA8051577136GM that might help for quick processing of identification.
Ryan
Reply from SmartBuyGlasses Canada
thank you for provided feedback.
I'm very sorry to hear that you didn't receive reply to your inquiry within advertised 24 hours and completely understand your disappointed feelings. Due to the summer season coming up, the amount of email inquiries had dramatically increased and there are might be some delays in response time.
I'm also very sorry to hear that you believe received glasses are not authentic. Being in business since 2006, we shipped thousands of orders around the world and working only with the most reliable suppliers. From time to time customers may complain that received goods don't meet their expectations, however, this is usually caused by the manufacture quality of the glasses.
In any case, if you are not 100% happy with the order, you may return the glasses back for exchange/refund. Our customer service team will follow up with you via email right away.
Kind regards,
SBG
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- David Jourdren
- 1 Review
Fast and secure
first time I purchase on smartbuyglasses.ca, I received my order pretty quickly (5 days), and I could track my parcel at all times. I'll use that site again!
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- Ju
- 1 Review
Amazing
I love my new pair of Paul Smith! The order process was easy, I even received a small wipe and a screwdriver to look after the shades.
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- Alisa Thaion
- Vancouver, US
- 1 Review
terrible
I ordered 2 pair of sunglasses. but they sent it to me just one pair. I missed one more pair, so i try to contact customer service to get my money back for the one that they missed. no one contact me only auto-response email. I can not get my money back now and i dont know how can i contact them. i paid almost $300 for 2 pair but got only one. I just want my money back!!
Reply from SmartBuyGlasses Canada
Thank you for provided feedback.
Unfortunately, due to increase amount of email inquiries recently, our response time is a bit longer than advertised 24 hours. We are working hard to resolve this issue and apologize for any inconveniences caused.
Please, be advised, that it usually takes us 5-12 working days to process most of the orders as we have to order glasses from our Italian suppliers first. We also have Fast shipping section - any pair from this section will be shipped within 24-48 hours.
Your order of Ray Ban RB4171 Erika was from our Fast shipping section, that's why it was shipped already. Your second order we had to get from our Italian suppliers, that's why it's still in processing.
Our customer service team will follow up with you via email.
Thank you for your time.
Kind regards,
SBG
- Lulita
- 1 Review
Merveilleux !!!!!!!!
Mon colis a été livré TRÈS rapidement. Mes lunettes sont super belle et le prix est merveilleux. Je suis totalement satisfaite. Un gros Merci Smartbuyglasses :).
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- Don McCrimmon
- Halifax, US
- 1 Review
Inaccurate selection, poor service, terrible communication.
I have been trying to buy a pair of glasses from this company for over a month and have continually been screwed around.
I found smartbuyglasses online and was initially excited by their huge variety of frames, lenes and decent costs. However, the first pair I ordered turned out not to be in stock. The service agent pointed me towards a few other pairs (which had "confirmed stock" by the agent). I proceeded to order one pair after another and each time, two or three days later I would get an email saying "sorry, those are not in stock". Finally they simply chose a similar glass to the ones I wanted and ORDERED IT FOR ME! They just sent me an email confirmation saying that I had been charged for glasses I didn't want and that they were on the way! I tried to contact them by phone but THEY DON'T HAVE A PHONE NUMBER. I tried to contact anyone in management (servicemanager@smartbuyglasses), but got no response. I am still in the process of trying to cancel my order and get my money back. I would not recommend smartbuyglasses to a friend or enemy.
Reply from SmartBuyGlasses Canada
Thank you for provided feedback.
I've checked system information and confirm that full refund was processed back to the same account that you used to place the order. Also, we changed your original order for another color based on your request, as we have no intentions to keep customers money without providing ordered goods / ship replacement without customers confirmation.
It usually takes us 5-12 working days to process all orders as we have to order glasses from our Italian suppliers. In some cases, after we place the order and get a confirmation there is a small percentage of cases where the order status changes which is out of our control. The reason this happens is because our stock levels and the distributors stock levels change on a real time basis with thousands of orders made every minute and unfortunately this can happen especially when we offer such a large range of products.
Additional days are needed to process Prescription lenses in ordered.
We are very sorry that couldn't meet your requirements and ordered frames were not available.
Thank you for ongoing patience.
If any further assistance needed, please, get back to us at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
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- Julia Vernoce
- 1 Review
Good price, good service
Smartbuyglasses had the best prices online for the tom ford that Daniel craig wears in James Bond ^^
My parcel arrived 10 days after I placed the order, didn't have any issue. I will use their website again for my sister's birthday!
- Ashley Baillie
- 1 Review
Not impressed at all
I ordered glasses on april 18th. Currently I am still waiting for the glasses. Their website has my order as "stock confirmed". I was told that they would recieve these frames on the 29th. It is now the 2nd and the status has not changed. After doing some research online it sounds like this happens to a lot of people. I am very nervous that the whole operation is a scam. I was a little scared right from the start because I could not get their website to accept my credit card. I was forced to use paypal. I have since learned that this company can take months to send out your glasses. Paypal will only let you dispute a claim up to 45 days after purchase. (This sounds like they are forcing people to pay with paypal and guess what it will take longer than 45 days, after that you are out of luck no glasses no refund is totally possible.) I have decided to give them 44 days before I contact paypal. The clock is ticking. Smartbuyglasses be warned I will not be played. Anyone reading this be warned spend a little bit more and buy from someone else if you don't like retailers playing games with you.
Also I just noticed that someone mentioned you do not list contact info on your invoices. I now have learned that I won't be able to claim these glasses on my insurance. I will be cancelling my order tomorrow.
Reply from SmartBuyGlasses Canada
Thank you for provided feedback.
First of all I would like to confirm , that your order was cancelled as per your request and refund was processed back to the same account that you used to place the order.
As stated on our website, it usually takes us 5-12 working days to process all orders as we have to order glasses from our Italian suppliers first. Also, if prescription lenses were ordered, it will take additional several days to process them.
We thank you for your time and patience and sad that couldn't meet your expectations.
If there's anything else we can assist you with , please, feel free to contact at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
- Nelson Bernier
- 1 Review
- Valued customer
- 1 Review
Amazing Shipping Speed
Amazed at the speed of shipping. It came in 3 days all the way from Hong Kong!!! I'd suggest if your in a hurry for glasses on this web site to make sure you buy glasses marked with "Fast Shipping" beside them. This is to make sure it is in stock, otherwise you may have to wait a little while for them to arrive. These new RayBans look fantastic and they are the real deal! Thanks SmartBuyGlasses!
- Valued customer
- 1 Review
Excellent service
Product was exactly as described, delivery was very prompt. I would definitely use this store again.
- Joelle
- 1 Review
Great price, fast shipping
Was amazed at how fast the glasses arrived and the great savings I got.
- Tony Joseph
- 1 Review
Great price & amazing delivery time!
Amazing price and super fast delivery , got my order within 5 days!!!
Already recommended u guys to a lot of my friends and will buy again.
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- Yannick Ouimet
- Montreal, US
- 1 Review
Wow Now I see why this is the best glasses shopping site!
I received my Persol eyeglasses with prescription lense after 10 days and the dilivery took exactly 24h from hong Kong! Very happy with my purchase! Perfectly guinine and quality product!
Will buy again and share my good experience with you thank you!
- jaouad
- 1 Review
- Leslie
- 1 Review
Awesome experience!
Ordered a hard to find Maui Jum model. Product arrived at my door in 48 hours. $80 cheaper than my optometrist was going to charge. Will be a customer again.
- DavidS
- 1 Review
- Valued customerLise Corriveau
- 1 Review
I receive my glasses and very satisfy fast service.Thank you i will order anther pair soon.Lise
very satisfy fit perfecly thank you for rxcellent service.Lise Corriveau
- Markus Kretzschmar
- 1 Review
Lies about origin of Sunglasses
Bought a pair of Ray Bans Cockpit aviators. On the website it says made in Italy, the sunglasses themselves say "made in china" and were in fact shipped from Hong Kong. Aside from that great process, insanely fast shipping and good prices.
Reply from SmartBuyGlasses Canada
Please be advised that we guarantee that all products are 100% Authentic. Our eye-wear has never been worn and comes with full product packaging. Allow me to explain a bit about the eyewear industry, and more specifically, about the owner and manufacturer of the Ray Ban product line, Luxottica. Please note that while a portion of Luxottica’s House and Licensed brand eyewear is produced in Italy, a portion is also manufactured at plants located in China. You may check their official website for more information.
Unfortunately, we don't receive proper information regarding every model if it's been manufactured in Italy or in China. We are working on improvements in order to provide these details on the website as well.
Being a global-based company with domains around the world, we have several distributor offices around the world, one of them is in Hong Kong. Our goal is to get the product to you in the fastest and most efficient way.
We thank you for your time and patience and hope you will enjoy wearing your new pair of glasses.
If you have any further questions, please, feel free to contact at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
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- Laura Larson
- Calgary, CA
- 1 Review
Bad customer service
On a positive note I did receive my sunglasses in under a week, however they did not fit as well as I'd hoped. I emailed 4 days ago to get the mailing address to do an exchange but have not heard anything from the customer service department. They state that they have 24 hour customer support and respond to emails within 24 hours. At this point I just want a full refund rather than an exchange and I will purchase my glasses somewhere else. I'd just like to hear from someone at smartbuyglasses.
Reply from SmartBuyGlasses Canada
Thank you for provided feedback.
Unfortunately, due to sudden increase of email inquiries, response time is longer than 24 hours across all domains. We are aware of the problem and customer service team doing their best to resolve the issue.
We apologize for any inconveniences caused by this situation and will follow up with you right away.
servicemanager@smartbuyglasses.ca
Kind regards,
SBG
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- Alan Kuan
- Calgary, CA
- 1 Review
Terrible customer service
I received the wrong pair of glasses, and would like to to refund them. I am currently waiting for the RMA number to sent to me and its nearly been 2 days. At this point, I'm worried I'm not going to get my RMA number before the 7 day refund period passes.
I've emailed the standard customer service and the service manager, and both have not replied to my RMA number requests.
Also, why is there not a phone number for this company, is it really that hard to have someone to actually talk to instead of an automated messaging saying we've received your e-mail?
I am very hesitant about buying another pair because of this.
Their 24/7 response time is absolute bullshit. I've waited nearly 4 days and I haven't received a single e-mail back.
Reply from SmartBuyGlasses Canada
Thank you for provided feedback. I completely understand your frustrations caused by delay in response time. Please, be advised that of course we will extend return period if delay caused by our side.
I'm also sorry to hear that you received the wrong pair.
According to the system information, one of our supervisors already got back to you via email providing all necessary information.
We thank you for your time and patience and promise to do our best to resolve the issue ASAP.
Please, feel free to contact us with any further questions at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
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- Maurice Benoit
- Truro, CA
- 1 Review
Could someone talk to me?
My glasses has been "confirmed stock" for 5 days now..... The only number i can seem to find is the number listed on my Amex statement which I've called and am just getting fax noises.
I'd appreciate to talk to a human and tell me that I'm not being pulled over by a ripped company. Should I have just paid full price for my glasses elsewhere?
I just want answers but 3 of my emails have already gone unanswered instead of a 24reply...
Good thing I didn't order then prescription... These extra few days would have been disastrous! I just want my sunglasses for my trip 2.5 weeks from my order date!
Fearful,
Nancy
Reply from SmartBuyGlasses Canada
Thank you for provided feedback. I'm very sorry to hear that delay in response time gave you that frustrations. Due to the summer season coming up and increase in email inquiries, our customer service team doesn't have enough resources to provide replies within 24 hours as advertised. We apologize for any inconveniences caused and working hard to resolve the issue.
We also glad to provide call back if requested via email.
Meanwhile, i'm happy to inform you that your order is on the way from our Italian suppliers to our Distributor office. We already put "On hold" note, since you requested to process RX lenses. We will follow up with you via email and promise to do our best to process the order ASAP.
If there's anything else we can assist you with, please, get back to us at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
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- Brooke Robyn Cannon
- Shawnigan Lake, US
- 1 Review
So Far WORST Customer Service I've EVER Received!!
I have tried contacting your company 3 times since I placed my order on Monday and am starting to get very nervous about the authenticity of my order. No one has replied to a single email and when I look at the reviews on your website, people are saying the glasses are fake, that you kept their money, that you never returned emails (which is what I'm currently experiencing). I work in online customer service and think it's an abomination to leave a customer hanging for four days. You don't have a phone number to call so how else can I reach you?!
PLEASE EMAIL ME ASAP. $200 is a lot of money to me to have potentially stolen from an illegitimate company. Which I am starting to assume you are due to all of your negative reviews and the fact you don't respond to emails.
Please let me know you have my glasses in stock and everything is hunky dory ASAP. I'm starting to feel like I should have NEVER placed an order with you.
If I don't hear from a real person within the next 24 hours I'm filing a complaint against your company. Your 24/7 customer service guarantee is complete bs! I mean seriously, you have my money, what the heck is going on with my order?!
Reply from SmartBuyGlasses Canada
Thank you for provided feedback. I understand your frustration caused by delay in response time from our customer service team. We are truly doing our best to provide all answers to email inquiries within 24 hours, however this week there were delays. We apologize for any inconveniences caused and working hard to resolve the issue.
As I understand you are concerned about the authenticity of you designer glasses. Please be advised that SmartBuyGlasses guarantees all products are 100% Authentic. Our eyewear has never been worn and comes with full product packaging and a one year warranty on manufacturing defects. SmartBuyGlasses is part of the SmartBuyGlasses Optical Group, one of the World’s leading online designer eyewear retailers with operations in Europe, USA and Asia. We have been in business since 2006 and since then have serviced over 100 countries with one of the largest ranges of designer eyewear in the world.
We thank you for your time and patience and promise to do our best to process the order.
If any further assistance needed, please, feel free to contact at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
- Katarzyna Mancewicz
- 1 Review
Service is horrible!!!
The glasses were very late from Honk Kong not from Canada. I thinks glasses are knockoff. I trade to exchange for smaller not luck. I never order again.
Reply from SmartBuyGlasses Canada
Thank you for provided feedback.
First of all, please, be advised that we guarantee all glasses are 100% authentic, from reliable suppliers only. We have several logistic facilities around the world located in Hong Kong, Germany, Italy and the USA. We have shipped products to over 100 countries since 2006. We will ship your product from one of these 3 locations depending on where the product is sourced and speed of delivery amongst other things. Our goal is to get the product to you in the fastest and most efficient way.
Regarding your order, it took a while to process, due to the limited availability of this particular model. We had to chase several suppliers to get the glasses and of course would like to apologize for any inconveniences caused by this delay.
Our customer service team representative will get back to you via email providing all information regarding Return procedure.
If there's anything else we can assist you with, please, feel free to contact at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
- Stacey J
- 1 Review
They kept my money and gave me half of my order
I waited over two months for my frames to be delivered from their 'warehouse' to their 'factory'. On which their website still claimed their frames were available in 5-11 days. Bullshit. I then waited a full extra week because they wanted to make sure my prescription was correct. After 7 days I told then this needs to be sent now. They sent me frames with no prescription lenses.
I waited over two months past the time PayPal can reimburse me for this bullshit. I have sent multiple emails with no response. They kept my money and did not give me what I paid for. Buy through them and you'll lose time and money.
Reply from SmartBuyGlasses Canada
Thank you for provided feedback.
First of all, I would like to apologize for any inconveniences caused by this situation. Despite we are working hard to avoid similar mistakes, human errors may happen. I'm sorry to hear that received glasses had no prescription lenses and we already found out the error reason.
I hope for your understanding that we have no intentions to keep customers money without providing ordered goods and in case of any mistakes from our side.
Our average emails response time is 24 hours, we've noticed that you have sent several requests within that time and by the moment customer service team representative got back to you.
Please, be informed that the issue is escalated to one of supervisors. We will get back to you ASAP providing options to resolve the issue.
If there's anything else we can assist you with, please, get back at servicemanager@smartbuyglasses.ca
Kind regards,
SBG
- Jen S
- 1 Review
I have already bought 2 items from here!
The shipping was very fast.. and I loved that I was able to track my order knowing where it was located at all times until it came to me. The 2 pairs of sunglasses I ordered arrived in brand new condition & the prices are amazing! I will definitely recommend this website to family/friends! thanks!
- Peter DeCourcy
- 1 Review
Exactly what I ordered!
Incredibly happy with the product and the delivery. No hidden costs, no lags in delivery. I would definitely recommend this site to anyone.
- Debbie Bray
- 1 Review
Awesome!
My glasses were exactly what I ordered and received them in a timely manner. My order include a prescription and the extra lenses were included in the package. The price was exceptionally lower than purchasing them in the store or doctor's office.
Thanks!
- Terry
- 1 Review
Exactly as promised
The sunglasses I received were exactly what I had ordered - No unpleasant surprises. Extremely fast shipping. Very happy with the entire process. Would certainly buy from them again
- Shanna
- 1 Review
Great outcome, with a bunch of hassel.
I ordered my glasses on Smart Buy Glasses and saved myself about $300, but it was alot of hassel. I placed my order online, and in the middle of the transaction it timed out, so I placed the order again later that afternoon since I had not received an order confirmation, I figured when it timed out, the order didn't process. The second time I placed the order, it timed out as well. Hours later, I checked my Credit Card to make sure the orders didn't go through, and they had, both of them. At this point, I still hadn't received an order confirmation. I wrote to the company and the next day someone got back to me saying they were going to cancel one of the orders. It took about two-three weeks for the order to get cancelled and me get my money back. In the end, I got my money back, and I got my order, and everything is fine. It was worth saving the money, but it would have been nice if it didn't take so much effort.
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- Sylvain Du Bruck
- 1 Review
Great products, great prices
I was checking ray bans online for a few weeks, and I finally bought my aviators at smartbuyglasses (they were the cheapest!). My parcel arrived 5 days after I placed the order, which is not bad. Easy payment process, it was all good.
- Pebz
- 1 Review
Very happy with my Ray Bans
I found exactly what I was looking for in Ray Ban sunglasses with the great selection of the latest styles and colours. Shipment varies depending on what style/colour you order but they do send you status updates. When you get them, they are worth the wait.
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- Julio Salazar
- Quebec, FR
- 1 Review
Déception
Après 8 semaines et trois changements de commande pour causes de rupture de stock on m'annonce sans aucun préavis que je serais remboursé dans les prochains jours. Je trouve qu'ils ne devraient pas offrir des produits qu'ils ne disposent pas. C'est très décevant car a chaque fois le statu de ma commande disait article en transite. Et que je la recevrais dans les 5 à 11jours. À ce jour mon remboursement n est pas encore entré dans mon compte.
Reply from SmartBuyGlasses Canada
Merci pour votre commentaire. Nous sommes désoléq que votre commande ait été retardée.
Habituellement, les commandes passées sur notre site arrivent au lieu de livraison sous 5 à 14 jours ouvrés.
Nous commandons nos articles auprès de distributeurs agréés Italiens. Dans de rares cas, les distributeurs ne peuvent envoyer certains produits. Ceci est indépendant de notre volonté. Notre base de données affiche les produits en stock en temps réel chez notre distributeur, et comme des centaines de commandes sont passées chaque minute, certains articles peuvent s'avérer être indisponibles.
Lors de nos échanges par email, vous nous avez indiqué préférer attendre votre commande plutôt que la modifier ou être remboursé.
Nous vous remercions de votre patience, et sachez que nous faisons au plus vite pour honorer votre commande.
N'hésitez pas à nous envoyer vos questions et commentaires à servicemanager@smartbuyglasses.ca.
Bien à vous,
L'équipe de SmartBuyGlasses
- ASIs
- 1 Review
Amazing!!!!
I've now ordered two pairs of sunglasses and one pair of prescription glasses from them and love all of my purchases. The sunglasses were shipped immediately. I ordered them on a Tuesday night and they arrived on Friday morning! Great service and great prices. I'll definitely buy from them again.
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- Jess Nongfu
- 2 Reviews
- Shane
- 1 Review
- Chris Noye
- 1 Review
Excellent Service, Super-fast Shipping!
I had an excellent experience dealing with Smartbuyglasses.ca. The prices were great, and my new prescription sunglasses arrived super fast.
- Satisfied Canadian Customer
- 1 Review
Completely satisfied.
I have ordered from other online sites for prescription glasses but this was the first time from SmartBuyGlasses. My order was processed quickly and frequent updates sent from order acceptance through shipping. I received the glasses quickly and the Kate Spade frames were exactly as pictured. The prescription lens were perfect. I am completely satisfied and would shop this site again.
SmartBuyGlasses Canada
24/7 SUPPORT
Our Customer Service will provide you with the necessary support everyday of the week, within 24 hours after the first contact.
Designer Eyewear - Unbeatable Prices
At SmartBuyGlasses we offer designer eyewear at up to 70% off the normal retail price. We can also fit Gucci, Ray Ban, Prada and many more designer frames with high quality prescription lenses at low prices. Apart from designer sunglasses and eyeglasses, we also sell your favourite branded contact lenses – Acuvue, Bausch & Lomb, Focus and Soflens for daily, weekly or monthly wear. With over 90,000 models at unbeatable prices to choose from, you can buy the pair of designer sunglasses you’ve always dreamt of having. Our dedicated customer service team work hard to ensure your buying experience with SmartBuyGlasses an enjoyable one, from the moment you decide to make a purchase until after it reaches your doorstep.
Qui Sommes Nous?
Chez SmartBuyGlasses, nous avons le souci de vous offrir des lunettes de soleil et des lunettes de vue de Grandes Marques, autrement dit des produits de grande qualité. Nous faisons le maximum pour vous offrir ce qu’il y a de mieux sur le marché à des prix très abordables. Notre chaîne logistique intégrée nous permet d’être plus réactifs que nos concurrents et de livrer plus rapidement et pour moins cher. Nos années d’expérience nous ont montré que plusieurs magasins de lunetterie facturaient excessivement les lunettes de vue et les lunettes de soleil avec correction de façon à augmenter leurs marges. SmartBuyGlasses Canada souhaite alors s’engager à rendre ces besoins plus abordables et donc plus accessibles. Nous vous garantissons de pouvoir vous offrir de produits jusqu’à 70% moins chers qu’en magasin.
Visit SmartBuyGlasses Canada
