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Review 5/13/2010
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I was a long time Oakley customer but my last experience has convinced me that they are not worth doing business with. After being unable to purchase a set of platinium whisker frames with polarized lenses I called Oakley directly to see what I could do. After waiting on hold for over 40 minutes, they were unable to put the lenses in for me because they were not listed in the custom section, even though they sold the lenses and the frames. So I had to order the glasses and replacement lenses.
When I received them my trouble really started. I took the lenses to a local dealer to have them put in the lenses and they would not seat properly. They were apparently miscut. I decided to take them to another place just to make sure and I got the same story. So I called Oakley to get an RMA number, this time I only waited about 25 minutes on hold. I explained the situation and told them I just wanted to return the whole order and would straighten it out later.
Well A week after UPS confirmed delivery they still couldn't tell me if they had received the shipment. Two weeks later and still they were unable to confirm they had even received it. About 4 weeks later I notice they refunded only part of my money. So I called in and they said that they were still processing the order and if there was any issues they would contact me. No contact for another two weeks. Then find a drop slip from fedex on my door saying they needed a signature in person. Since I'm not home during the day I had to drive 50 miles to the depot to get the package which contained my defective lenses. They refused to refund the money because they said the lenses were scratched.
I called in and explained the situation, and was told it wasn't there fault if I didn't get lenses that fit. I explained they were the correct lenses but they were defective. After some back and forth the rep finally told me that I could send them back for warranty work and then if they were defective they would replace them. I had already paid almost $25 to ship them back the first time, and now looking at another $25 to get some $80 lenses replaced.
Not only has Oakley's quality dropped signifcantly but their customer service is pathetic. They ask for and email address and seem to be able to send ads but they can't even manage to let you know what's going on with your shipments. Nor do they even inform you they are planning on shipping something back to you after 6 weeks of hearing absolutely nothing.
There are better companies out there do business with them, I'm just glad I didn't place the big order for gear befor this happened. They have my $80, but it cost them $500+ in immediate future sales. I will not be doing business with them again.
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