Oakley
Reviews and Complaints

I purchased a pair of Oakley X10 sunglasses as a gift for my husband. I never spend more than $20 on my own sunglasses, so the $100+ price tag was a splurge for us. He wanted a good quality pair and I trusted Oakley's reputation and purchased them for him. He loved them and treated them very gently, returning them to their protective case after each use. One day, he noticed the lenses were peeling. We have no idea what could have caused this as he is extremely careful with them. I have never seen such lens deterioration even on the less expensive sunglasses that I wear. We no longer have the receipt for the glasses and are unable to return them. We are both terribly disappointed in the quality of the glasses. I never expected such a reputable company as Oakley to produce a poor quality product that literally fell apart performing the job they were intended to do. I will never purchase another Oakley product.

I received oakley golf - polished white / prizm golf radar® ev pitch® prizm™ golf for a birthday gift.
The lens is a pitch lens the box and label indicates it is a path lens.
Thus I received the wrong size microbag for my glasses. Three days ago I went back to dicks to explain the error. They said the label on the glasses matches the box thus you have the correct microbag. My problems are microbag is too small and the glasses do not easily fit in the small black micro bag. They said it was an oakley problem. They said the oakley representative handles the labels and the boxes.
So I called oakley support. After about 10 minutes customer service girl confirmed that the box, label and glasses don't match and that the correct microbag is larger and white not black.
She spoke to her supervisors and they said there's nothing they can do and I must now go back again to dick's to explain it all over again to them. I even suggested to her that they can ship me the correct microbag and I will return the one I received. She said they do not have the inventory for that.
So I am the customer and now I am being inconvenienced again.
If I was the supervisor I would just handle the customer's problem and ship them the correct microbag. I am sure I am going to be caught in a loop when I return to dick's and they will again refer me back to oakley.
Note: I am very happy with the new golf lens and I told all my golf buddies how great they are.
Now there's a caveat regarding the customer service side of oakley and dick's.

March 2014 I worked for Oakley for this company for 4 months and was disappointed in this company communication to their employees, they expressed to me that I was to return from my 30 minute lunch period 3 minutes early because I was working the assembly line. I have worked for many companies in my life time and they thought that I would just accept their authority which is totally illegal. Which I complained and they retracted it! I am a 3rd generation Hispanic and I don't speak Spanish, the entire people the hire I know a lot were illegal. The communication with them was horrible. I would repeat what directions they were explaining to me and they would say "aha aha". Then the next day they said I did everything wrong, total communication break down. I think ICE needs to pay Oakley a visit!

The lenses on my oakley sunglasses melted in my car! I completed all the warranty procedures and was shocked to be told it was 'customer abuse' and they would not repair/replace them without me paying $50! I asked them to keep the product so they could test and improve the lenses as clearly sunglasses should be more resilient in warm temperatures but they refused. Awful quality product, terrible customer service. Don't buy them!

We had purchased a pair of expensive Oakley Sunglasses as a gift for someone special. After only a month the screw came out from the hinge. We were told to send it back to Oakley. We received a phone call from their customer support telling us that the lens was cracked. I personally cleaned the sunglasses and put them in the foam custom fitted case they came with, they were brand new and did not have a single scratch never mind a cracked lens. I know this damage happened at the hands of Oakley and whoever received the package. I was told the repairs would cost close to $100.00, imagine that, what a joke this company calls customer support. I declined . I had checked other web sites and realized that Oakley has a long history of unsatisfied customers with poor quality products across the board and a customer service that tries to create more profit for the company rather than take care of the customer. I will never buy anything Oakley and will let anyone who is thinking of buying any of their products what they have done to me.

Buyer Beware,
My wife bought an expensive pair of Oakley Sunglasses for my son who is a Marine and was overseas, Less than one month after he wore them one of the pins in the hinge came out and he couldn't wear them. We called Oakley Customer service and they told us to send them in, mind you they were only worn one month and they looked brand new. Customer service called and said that the lenses needed to be changed and the fumes as well and it would be over $70.00. What a scam Oakley has going on. We said forget it. And one more thing is that when I first saw the sunglasses I was truly amazed how cheaply they were made. Never buying anything Oakley again. BUYER BEWARE...

I bought a pair of Airbrake Ski goggles on March 1st
2012.
They came with dark lens but also HI Yellow lens.
I normally only ski when the weather is nice so have only
changed lenses a number of times last season.
I read the instructions and had the girl at the Mammoth
Mountain store show me how to change them so I’m very careful and don’t put any
pressure on the lens when changing.

However, the HI Yellow lens suffered a crack straight down the middle of the
inside portion of the lens despite the fact that they were never dropped and always in the protective case.

I took them to the Mammoth store and she told me she had see
this issue with at least 2 other pairs of the exact same goggles recently and
that it appeared to be a manufacture defect.

I called Oakley and was informed that you have a 1 year warranty
so I’m out of that time frame offered no other help or to even consider replacing them.
I would understand a 1 year warranty for products that are
used daily with heavy use but we are talking about ski goggles which only get
used on a limited basis and seasonal at that!
The goggles and both lens are in brand new condition
Based on the condition of the lenses/goggles and given the
fact that they have only been used a handful of times I would think they would make an exception and replace the lens for me given the circumstance and limited use.

Sad.

Dear Oakley,

I am writing to inform you that you have lost two previously very loyal customers. In early 2010, I bought my future husband a pair of Oakley sunglasses as a gift. It was our first experience with your company, and we were very pleased with the customer service we received and with the high quality, and stylish product. My husband has very particular tastes and we were both very happy with the ways in which your employees worked with us to create a pair of sunglasses that were perfect. In fact, we were so impressed with the customer service we received that I wrote an e-mail to your company in March 2010 complimenting you on the customer service we received. (See enclosure.) Since then, every pair of sunglasses we have bought has been Oakleys. Your excellent customer service earned you two loyal customers who became avid Oakley fans. My husband has a closet full of Oakley products, from swim trunks, to long and short sleeved tee shirts to hats and socks.
Earlier this year, my husband noticed that the Oakley logo was wearing off of the bridge of the nose of his half jacket sunglasses. Knowing that your company provides excellent, durable products and excellent customer service, he called and spoke with the Oakley customer service representatives to find out what could be done to restore the Oakley logo. The representative initially stated that a hefty fee would be required for Oakley to restore its own logo. My husband explained that this seemed illogical, since it was more to Oakley’s interest than his to have the Oakley logo proudly displayed on its products. A manager spoke to him and stated that they would remedy the problem for free. Therefore, my husband sent his custom made Oakley sunglasses to your company and never saw them again.
A few weeks after sending his glasses to your company, my husband received a phone call. The representative on the phone said that the combination of the black half jacket frame with shiny chrome half jacket was not currently available. Therefore, he asked whether my husband would rather settle for a different color icon, or wait for the chrome icon to come back in stock. The shiny chrome icon, which we had had to custom order when we first bought the glasses, was very important to my husband. Therefore, he said that he would wait for the shiny chrome icon to come back into stock, even though we were scheduled to leave town for an extended vacation a few weeks later.
After the conversation with the Oakley representative, we heard nothing more from Oakley until a pair of sunglasses was delivered to our door a few weeks later. Upon opening the box, my husband immediately noticed that the sunglasses were the wrong combination -- they did not have the shiny chrome icon that had been on his original pair of glasses and which the customer service representative said we would receive.
I called Oakley customer service and explained the above facts. I was put on hold for several minutes, then the representative returned to the phone and said that a supervisor would need to speak with me, but she was currently at lunch, so he would have her call me back when she returned to the office. He confirmed my phone number before hanging up. The supervisor did not call me that day. I waited four days and did not receive a return call. I called back and explained all of the above facts again. I was again given a run-around and promised a return call that I never received.
I called Oakley for a third time. On this occasion, the customer service representative explained to me that the shiny chrome icon is no longer in production and therefore not an available option on the half jacket frame. This is something that should have been explained from the very beginning. Oakley had said they would repair or replace the glasses; there was no indication from your company that it intended to substitute a different and, in my husband’s eyes, inferior product. The reason he chose the shiny chrome icon was because it looked like metal. The icon on the glasses he received is a cheap looking gray plastic. It cheapens the appearance of the glasses and is not a product that he would ever buy.
I explained that the shiny chrome icon was the most important aspect of the glasses--certainly more important than Oakley logo on the bridge of the nose. Therefore, I requested that Oakley return the original pair of glasses with the worn out logo, and we would gladly give the company back its cheap looking replacement glasses. The customer service representative explained that the original glasses had likely been disposed of, but that he would check and see whether they were still available and call me back. I waited five days for a call, then called the company again. After explaining the extensive history, the customer service representative told me that the frames had been destroyed.
I think it is important for your company to understand what an unacceptable and infuriating experience we have had with Oakley. If the company had simply said, “no, we won’t replace your worn out frames, ” that would have been fine. However, to initially promise to make us whole, then call and again clarify that we wanted the shiny chrome icon on the frame, then supply an inferior product is unacceptable. And then to act so irresponsibly and unprofessionally in responding to my inquiries by promising and failing to return phone calls added insult to injury.
My opinion of the Oakley company has done a complete reversal. Instead of telling all of my friends and family what an amazing company it is, I tell everyone in my life how your company caused me to detrimentally rely on your promises. You promised to repair or replace my glasses, and instead we received something that is different, unacceptable, and cheap-looking. You have certainly lost our business, and it’s hard to tell how many others that we talk to will similarly decide to take their business elsewhere to a company they can trust not to take advantage of them. I’m writing to you not because I expect your company to do anything to remedy this situation -- I gave up on that hope months ago -- rather, I thought you should be aware of the damage poor customer service does to customers’ impressions of your company.

Sincerely

Naoufal Guelzim and Cherie Owen

Not really a complaint. But would like to seek advise if glasses are under warranty but the company refuse to repair it. What can I do?

Just a few months, the paint peel off...take back for repair but was refused...

I did not really wear the new glasses as my old one is still fine. Just occasionally, wear the new Oakley glasses and when not wearing, put it back to the boxes...I am wondering if anyone faces the same problem and what we can do about it...

Thanks for advise...

I'm on my 4th pair of Oakley sunglasses, so I've given them pretty decent business over the years. Now that I'm having my first real issue, I'm sad to find out that their customer service is pretty sub-par.

I've been wearing my Half X glasses almost every day for about 18 months. The frames are titanium, so I bought extra lenses for them, expecting that they'd last forever. This weekend, I went to put them on my face, and one of the hinges broke. I didn't worry too much, because I figured that excellent service was one of the benefits of owning a $300 pair of sunglasses.

The store told me that the ONLY way they could get fixed is to send them across the country to Oakley headquarters. When I spoke with them over the phone, they stated that since my frames were no longer covered under warranty, they would have to provide a "low cost replacement frame" for $70. I reminded the rep that my frames were just fine, but the removable hinge needed replacing. I wasn't expecting anything for free, but if they would help me get my beloved sunglasses fixed, I'd appreciate it. He said that IF their folks COULD repair them, they would... for the same amount as new frames would cost.

I even offered to replace the hinge myself if they would be willing to send me one, or let me buy one, but they wouldn't do that either. Bottom line is, my very expensive sunglasses wore out after less than two years, and they can't help me out. I even bought a different model to use as a backup, but I think I'll send them back. Oakley obviously doesn't need my business.

On the 2nd of July I ordered a pair of Fuel Cell custom sunglasses from Oakley.com. I received an order conformation email the next day so I said cool I should get my order In a week or two. Custom orders take 7-14 days to "make " the glasses. After two weeks I checked their website and they said you have to call customer care to update your billing information. WTF I paid extra for overnight air because I wanted to get them in time for the Us motogp race at Laguna Seca on the 24th of July. If I hadn't checked the website I guess I never would have known I wasn't going to get the order! So I wrote an email asking what happened and can I get my glasses in time for the race? The response was slow "four days latter" and insulting. They said Oh sorry we should have sent you an email but we're real busy try it again and wait another two weeks. So they drooped the ball on this one and the best they could do is say go to the end of the line and try again! That's like customer service at the DMV! I told them that was unacceptable and after several emails last night I got one saying "Your glasses are being built and we are waving the over night air charge. Ok that's not so great I still have to wait for the 7-14 days for build time but the waving of the over night air shows they are trying and that's the best they can do. But no this morning I got an email saying the sunglasses are on back order and the invoice still had the overnight air charge on it! WTF! This is the worst online experience I have ever had. I have been jacked around lied to and let down big time. Oakley customer sevice sucks and they don't care.

About two years ago, I purchased a case for my Oakley sunglasses from a local Oakley dealer.

The first year I used the case almost daily during the summer, the next year only 12 days when I rode my bike, as I'd bought other glasses for daily non-sports use. I saw no problem with the case when I put the case away for the winter last year, but when I got it out two days ago so I could use the glasses during my first bike ride of 2010, I noticed the glue inside had failed where two round tabs are supposed to be glued to the top half of the case. I take extremely good care of my belongings, and the case exterior still looks like new, only when opened can you see any sign of a defect.

I expected it to be a very simple matter to get a replacement, since the Oakley webpage for this item says "100% Satisfaction Guaranteed." Evidently that guarantee has an expiration date, because when I contacted Oakley Customer Service, this is the relevant part of the reply I received:

"How long have you had that item? We do have a 100% satisfaction guaranteed policy but if an item is out of its warranty period there would be a charge for any replacement."

Since when does "100% satisfaction guaranteed" mean "satisfaction guaranteed for 30 days"? There is no disclaimer saying the guarantee will only be honored for a pre-determined length of time. Either they guarantee my satisfaction or they don't, and I AM NOT SATISFIED.

Frankly, I find it shameful and disgraceful that Oakley would deny a claim for an item purported to have a 100% satisfaction guarantee, one made in China that cost them $5 at the most, especially when the sunglasses cost $200! For those few dollars they have alienated a customer, and I doubt I'll ever buy another Oakley product.

I bought a backpack model: formation pa ref. [protected] oakley store in salvador, bahia, brazil on 07/22/2010 and 08/02/2010 I noticed today was defective in the seam.

I went to the store to exchange the bag and they told me that I would send the bag for analysis in sao paulo in a period of 30 days to exchange the product.

I am dissatisfied with oakley. The product is noticeably with manufacturing problem and not agility in meeting the consumer laws of this country. I have the right to change immediately.

That is disrespectful. I have the right to exchange the product at the store where I bought has 11 days. And it was not allowed.

I ordered sun glasses from what appeared to be a legitamate site, guess what they are not. I ordered a product from the website May 23 for a June 12th vacation. The product did not arrive before I left. They took the money from the card account I gave them but no glasses. When I returned on June 20th, they still were not here so I contacted the company. I was told the item I ordered was out of stock, I chose another product and again out of stock. Then I was given a half dozen to choose from. I took one, since they already had my money. when the product arrived this morning, it is junk! A cheep knockoff and a very poor one at that!I just want anyone who is concidering ordering from this site to be aware they will be VERY dissapointed. It is a fradulant site do not do bussiness with them. Thank you for giving me the forum to tell my experiance.

I paid about $20 in packaging and "trackable shipping" to send in a $220 pair of sun glasses just to get them to replace a screw that was holding the arm together. The glasses are a good several years old, but it's just a screw. They claimed the model is discontinued and that they cannot "repair" it. Then they told me that if I let them keep the glasses they will give me $40 toward a new pair. I have to go to an Oakley store and find the right fit (they're for my husband) and then call in the model number to get the $40 discount. So, fast forward (that was 2 weeks ago), I get an email and message from them. They are sending my broken glasses back to me because I allegedly didn't act fast enough. They never told me there was a time limit (2 weeks?!) to me going out and selecting a new pair to buy. So, if I want to get the $40 discount on a new pair, I have to incur the expense of re-mailing my broken glasses to them in order to start the process again. I will be out of a total of $40 if I do that. What kind of service is this where they casually put me on a time limit to buy a new pair? This is very poor service. Just send me a coupon or something and discard the old pair. My goodness!

I purchased a pair of Oakley 'wire' sunglasses in late Jan '09. Not even 30 days had gone by and both stems had pulled out of the frame. Took the sunglasses back to the Oakley Vault store and the manager explained that I would have to send them in to Oakley for repair/replacement. I was not happy that I had spent $160 for a pair of sunglasses and they did not last a month and then the store I purchased them at would not exchange them for a new pair. I called Oakley customer service and was told to send them in for replacement. At first they wanted me to ship them at my expense. When I objected, they offered to email me a return label. I used the label to send them priority mail back to Oakley. I called 10 days later to find they had not received them yet. A quick tracking via the web shows that the post office does not know where they are. They should have arrived in 2-3 days. Another call to Oakley and they tell me I will have to wait another week before they declare them lost and just send me another pair. After all of this, I will have been a month since I sent them out. Oakley customer service was very flippant about the entire issue. I will never buy another pair of Oakleys again!

I placed an order online for custom sunglasses. On the "review order" AND "purchase order" screens the total amount was $193.91 which included $3.91 shipping. After hitting the purchase button the "thank you for your order" screen popped up with a total of $210.69. I immediately called customer service for a explanation. He said tax. This never showed until the order was already in. I asked to cancel the order and was told there are no refunds on custom orders. Period. Case closed. I spoke to a manager and she said no way could they cancel the order. This the the worst company to deal with, they do not care about the customer, only the bottom line.

I'm writting from Brazil to US because the Brazilian unit simply did not accept a fabrication defect in their product within the warrantee period. They even did not send me the oficial report in writing with the technical reason they say Oakley product has the right quality and also they did not send me the list of materials that the sunglass I've bought is made of. This two requests are legally requested to companies in Brazil. I've Talked to them through e-mail and phone several times and now I'm registering through the web as far as I can this bad behaviour with customers that Oakley Brazil has. I'm going to sue them in a few days with all th injuries this problem has caused me.

My name is siddika chowdhury, I bought pair of sunglass from oakley store in orlando premium outlet mall on 6/24/09 when I gat home I saw they had a little scrach on them, so next day on 6/25/09 I took them back to the store and I ask for an exchange, but they totaly refused to do the exchange infact the assistant manager name (Eric bryant) was very loud to me saying that I scrach the sunglass, also the store maanager name (Jason jacobs) was very rude to me and did not attemp to help me at all. I am very unhappy with the sictuation. So please help... Thanks! Siddika