Oliver Peoples Reviews 

customer service is useless, i'm waiting for 4 months to get £550 refunded for the pair of frames that i've returned.

Absolutely abysmal customer service - the worst of any online retailer I have encountered, and I have been buying online for 20 years now! Private eBay sellers are more competent.

The returns process is a joke. WILLIAM, who I have been emailing in customer service, is taking 2-3 days to respond to emails, made worse as he has now asked the same question TWICE about whether I want to return my entire order, which I was very clear about in my prior email.

I responded within minutes of his most recent email - you would think he was at work and therefore able to respond quickly - but no, I will now wait another three days for a response...

I am counting EIGHT days since I first requested the return, which can only be done via email or phone because their ecommerce function is stuck in a 1997 time warp and they appear to only have one employee.

All I need is the returns label and I am still waiting after 8 days! It is anyone's guess if the refund will actually be processed. At this rate, I'll keep an eye out for it next decade.

AVOID.

You can buy any pair of OP from countless online retailers, many of which actually understand how ecommerce works.

They are also cheaper for an identical or MORE COMPLETE Oliver Peoples product that also comes with the promised bags and cloths.

Unacceptable for such a premium brand.

Senior management advice:

• Stick to your reseller network and stop embarrassing yourselves
• Retrain William in your customer service team; or
• Work with a CS partner who isn't ruining your brand.

This has been the worst experience I have ever had with ordering something online. They never sent any confirmation and then sent it to the wrong address. They then said it would be sent out again only to be sent to the same wrong address. Now 2 weeks later their offices are not even open, no one answers the phone. DO NOT ORDER. It’s been an expensive nightmare.

Whilst the sunglasses were fine and did arrive with a case for protection they arrived with no box and no cleaning cloth. Customer services did say cleaning cloth will be sent but they don’t have any spare boxes....two weeks later and still no cleaning cloth. When paying premium for sunglasses I expect at the very least to get them with a box and cleaning cloth. I understand covid has made things more difficult but this is a basic and you haven’t rectified it either. Disappointed.

Customer service is absolutely terrible. I had to wait on the line over 40 min (yes you read that right, and no you can’t schedule a call back) on two separate occasions, JUST to get someone to pick up. Also, I didn’t even get any sort of confirmation when I placed my order: no emails sent, no text messages, nothing. So there was no way for me to track my order, which arrived 3 days later than it was initially scheduled to. On top of that, the pair I got was worn out!! I paid over $450 for a pair of sunglasses, not to even get a brand new pair! It was clear that the pair was either worn for a period of time and returned OR that it was a showroom pair. How can I tell? The matte finish of the pair was completely polished out on all contact surfaces with the face (nose and ears) and there were finger prints all over the lenses. To make matters worse, you have to CALL them to place a return, AND you won’t receive any confirmation (receipt/processing) of your return along the way. The only way for your to know that it was successful is by checking your credit card transactions over and over again.
My experience with Oliver Peoples was horrendous, and the pair DEFINITELY wasn’t worth the price it’s going for. Would certainly nor recommend.

No one is working in customer service! Every time you call to actually speak to someone to make a return you wait for 45+ minutes just to either be hung up on because the call is unanswered or sent automatically to the call questionnaire. If you send an email you do not receive a reply within 2 business days or at all. DO NOT PURCHASE FROM THEM!!! It has been an ongoing nightmare.