Clearly.co.nz Avis 

I've ordered from Clearly before so recommended them to my wife for her new glasses. What a mistake! I'm posting this review on 8 April 2024. The glasses were ordered on the 18th of February. They advertise a 10-day shipping and delivery lead time and it's been almost 2 months now. She has enquired with their online chat service about the delivery and every time she gets in touch they have a different excuse. The first time they said it had been shipped. It wasn't. The second time they said there was an error and it would be shipped within 2 days. It wasn't. Last week we asked when to expect them, and they replied that they would give her an answer in 3 days. After 3 days, no response. We enquired again. Apparently, they still had to manufacture the glasses, so we asked for a refund and to cancel the order, seeing that nothing had been made or shipped after spending $340 and waiting 2 months. The reply was shocking! They will only allow a $30 refund. We asked if that meant they wouldn't be sending the glasses and only refund less than 10% of the order, and they said that this is their policy. CHANGE YOUR POLICY! DON'T BUY FROM THESE SCAMMERS!!!! They take your money and refuse to offer answers or assistance. Absolutely outrageous and awful experience!

Anne was absolutely amazing helpful and I felt she understood and listened to me. A++

I saw a bunch of negative reviews here on Trustpilot and was a bit skeptical. After paying OPSM $500~ for glasses, the offer of $9 prescription glasses with free shipping seemed like I was about to get scammed.

Ordered anyway, cause it's $9, right? And after about 10 days, got a DHL notification that the glasses were on their way.

They showed up, in a nice case with cleaning wipes, perfectly made to my prescription. I didn't order any options like anti-reflective, so they were a bit reflective, but apart from that, zero noticeable difference to the pair I'd got from OPSM.

10/10, will buy again. Have also got my partner some glasses as well. She's much more blind than I am, and usually spends $800+ for frames and lenses... $56 at Clearly.

Would highly suggest giving it a go if you're in need of new glasses.

Anne was very helpful.

I received my glasses and they have a clear lense, no prescription at all! When I ordered I noticed on the receipt that it said 'no prescription'. I contacted Clearly as my prescription was put in, they said that sometimes happens but the prescription was noted, and disregard the note. So I have two pairs of frames basically, with clear lenses.

I am utterly disappointed with Clearly. Their return policy is a joke. They flaunt it like it's some big deal, but when push comes to shove, their systems can't even generate their own return labels.

My experience with Clearly started off well, with a smooth purchase and delivery of a pair of glasses. However, upon receiving the glasses, it became apparent that they were not up to the standard I expected - the prescription was off. Naturally, I decided to return these glasses in accordance with Clearly's return policy.

This is where the headache began. Despite contacting them early and following their instructions, I was met with a brick wall. Clearly's systems are apparently unable to generate a return label, leaving me with a product I have no use for. I thought this would be a simple issue to fix, but I couldn't have been more wrong.

I reached out to Clearly's customer service multiple times, each time hoping for a resolution. However, all I received were empty promises and excuses. It's frustrating to deal with a company that boasts about its return policy but fails to uphold it when it is actually used.

This has been going on for roughly 2 months now, and despite lots of attempts to resolve the issue through calls and emails, there is no end in sight.

The lack of accountability and urgency on Clearly's part is unacceptable, especially when it comes to fixing their own mistakes. It's appalling that they cannot provide a basic service like generating a return label in a timely manner.

At this point, I've lost all faith in Clearly and their ability to provide good service. I'm stuck with a pair of glasses I cannot use and out of pocket with no refund in sight. I urge anyone else to think twice before dealing with Clearly, as their incompetence and lack of customer care makes it simply not worth the hassle.

Save yourself the headache and go elsewhere.

Anne was quick to respond, informative, and let me know what to expect. Thanks Anne!

Purchase 2 sets of glasses. One pair were defective. Received the in mid Dec 2023. Communicated with Clearly a day after receiving the defective glasses. I was told that there is a problem on getting a return voucher. This has been going on for over 2 months. I have communicated with Clearly at least 6 times and always the same problem. Can't issued a return voucher because of internal IT isses.

Quick,friendly response and very helpful. Thank you!

Poor communication and service - seems to have taken a massive dive recently. Ordered contact lenses on 25/11. Emailed them 3 wks later when nothing received and they indicated Jan 8 (meaning I had to buy from an optometrist with compulsory test to cover immediate need). Dec 20 they emailed to say they had to cancel my order due to supply issues. But I only received half the refund. More than another month later and I still have not been able to get the full refund. They have responded once to my messages this month...now have my bank lodging a dispute over the amount. In short, I won't be using Clearly again.

I would give a zero star if I can. Terrible company and terrible customer service. I always order from I-contact, never had problems. This is the first time I tried clearly. Big Mistake! I order a month ago for 2 boxes of contact lenses. 3 weeks later, nothing, no communications. Called up and was told products were out of stock and not available. So naturally I canceled my order. Then bizarre thing happened, they refunded me only half of the amount I paid. When I enquired, they said I should check with my bank. I called bank and obviously clearly was lying. Then emailed them again with evidence, got email back says system upgrade can’t help me. Called back again another day still system down.Seriously! What a lying cheating company!! Stay away from this company!

Gio was amazing and so helpful at telling me what I needed to know. I had gone through the chat service multiple times and kept getting different answers and not getting my query answered. Really appreciate their help.

Warranty Process

Usually when buying glasses - 2 pairs are bought (one main and one spare). I started wearing my spare pair past the warranty period for the first time. Within a week the lenses popped out of the frame and this isn't a pair where they can be easily redone.

Clearly refused to service me in any way. I was told to go to the local glasses store and get them fixed myself. I think this is unacceptable given that my first pair was perfect and I had no issues but then I wore the second pair for 1 week and they broke. Clearly said this was "wear and tear" but how can it be wear and tear if they are still brand new?

Customer service was unhelpful and clearly didn't understand the issue.

Can I please get an explanation here.

Anne went above and beyond my expectations by offering to stay on the chat while I completed my order. She was friendly and very helpful, and even offered to keep me updated via email on the resolution of the technical issue with my account.

Thank you, Anne.

Claire was able to solve my request quickly and was very friendly!

Don’t get better than this

Disgusted with the service. Been using the service for years with nil issues until this time. The customer service team are very rude in their response as though they are giving you the product for free out of their money when you have paid for it including additional express shipping. When you get firm it your responses they stop responding. Been waiting for the Order for almost a month and absolutely lies that it’s in production and scripted responses. Never trust them and never buy from them. They are thieves in every right!

I ordered and paid for contact lenses in September this year (2023). I’ve been ordering from clearly for years and never had a problem BUT now, firstly 3 weeks later still hadn’t arrived, when I rang (1st time in a string of 7 calls) to check they said they’ll send them right away, didn’t happen, rang again twice after which I asked for a refund and ordered from another company, this was in October. Still haven’t had a refund even after enquiring three times and then saying it’s being processed. Do yourself a favour and order somewhere elsewhere

Diane is a fantastic asset to your customer service team, she was super helpful. Thank you Diane!

Althea my customer rep I spoke with was so helpful with fixing my address issue! I have had my Bonnyville frames for a few years now which is the longest a pair have ever lasted me as I’m rough on my glasses! Thank you for your help!

Ordered over a month ago , very very poor customer service and order still not filled. Service team sarcastic at best. Have used this company for over 10 years without any issues. I only wish I could give zero stars.