I purchased a pair of Oakley Holbrook sunglasses from Jomashop.com, July 13 of this year. After receipt of the sunglasses, I proceeded to wear them (on the way to work while in my car and on my return drive home). I did not wear them more than nine times, before noticing that the finish (woodgrain) was coming off of the arms and the corner of the frame.
I immediately stopped wearing them and took them to a local Oakley retail store to ask about the finish. The store associate told me they have not had this happen through such short usage and that this clearly indicated a defective product batch or the item was a quality fake. I asked him what I should do and he said they needed to be replaced.
I then call Jomashop.com and explain the situation to Ari. Ari says I need to send them photos of the issue, which I do first thing when I return home. A few days go buy and Ari responds, with the following:
"thank you, for sending the pictures, unfortunately there is no warranty on glasses however I can offer you a partial refund of $10 for the inconvenience...please advise"
So, I do not respond in writing, but instead call again. This time I get Faruk. He tells me the same thing, to which I reply with the fact that their website does not state this anywhere. How is a consumer supposed to be aware of this if your organization does not provide that information. I then tell him fine I just want my money back as they offer a 100% satisfaction guarantee for 30 days. He then tells me they cannot take the glasses back because they now show signs of use. REALLY!? Of course they do. The paint is coming off, as in defective product!!!!! Any normal, and honest, retailer would happily refund and provide an RMA. Not these guys. At any rate, I then ask to speak to a supervisor and am passed to Saith. She gives me the same line, but this time says she can offer me the same credit, but cannot go above $15 back. I tell no thank you, and explain to her that they are leaving me no option but to have my Credit Card company handle this issue with them. Still no change in position.
I am doing this now.
Jomashop.com would rather have their reputation harmed than stand behind their products and customer service guarantees on their website. They are not honest and will do everything they can to ensure they do not need to address their product issues. You guys could do a lot to learn from some of the quality businesses out there. I cannot and will not recommend anyone do business with this company. You will not be happy with the service you receive...believe all the reviews outlining issues. They are real.
Product or Service Mentioned: Oakley Sunglasses.
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $90.
Preferred solution: Full refund.
I didn't like: Lack of customer service, Bad quality no customer service.