Smith Optics Opiniões 78

Ordered (order number SONA7896898) a chromopop ski goggles and they sent me the wrong color lense. It’s been a year of trying to get the correct ones. Was told to ensure they don’t change color in the sun, which they didn’t. Several emails and failed calls. Customer support line takes forever and once speaking to operator they hang up after speaking for a minute. Do not recommend buying any products from smith online.

The first time I ordered a helmet they sent me a Large but I ordered a medium. they took nearly 1 month to return my money after the return. The second time I ordered a Medium again they sent the correct size but the entire retention system was missing, no MIPS, no adjustable tightener. Unbelievable quality control??
They then took over two weeks to return my money after I notified them. I have completely soured on buying anything from Smith. Horrible!

Bought 300$ smith i/0 goggles with chromapop lens foggy as hell water between lenses after 3rd ride of relaxed riding glue between lenses didnt hold out for very long. Also the glue on the band of my goggles is disintegrating all over my helmet glue is gone on goggle strap after 3 rides. And u can't replace the strap you would have to buy a whole new frame. Had a better pair for 50$. Filled out warranty form for lenses and goggles they will replace but not worth the hassle and down time. Bought tempest optics heated goggles no issues never buying smith again for $300 it better not be shit right out the box.

DO NOT BUY FROM SMITH DIRECT

Like others, parcel sent to a place in Italy. No response from customer service. The delivery took nearly a month ( to the Italian address)
Website states 3-5 days delivery but it doesn't. Website should be shutdown

I have ordered a pair of IO MAG XL googles 3+ months ago and they sent it without the extra replacement low light lens that should be in the package. When I asked why they simply told me that they didnt have it in stock and that it should be back in stock in October and that I would have to remind them in order to get it. I waited more than a month and late October I reminded them and they reassured me that the lens was now on stock and on the way to me, I waited for another month to get it and contacted them again to learn that there was some mistake in their system and they would send it right away. Now another month has passed and they are not even replying to my emails anymore, order no is 1016217996 and the representative is Beatrice. By far the worst experience I had purchasing online.

What is going on with Smith?! Like most reviews I have just read here, I purchased a helmet and goggles from the UK store and it was delivered to an address in Italy. Sent multiple messages to customer service and no reply. Called the US customer service and they escalated my customer service messages which resulted in my order being cancelled. Appalling customer service. DO NOT BUY FROM SMITH

Seems like there is some sort of scam going on as i, like another customer purchased a helmet from the UK store and it was delivered to an address in Italy. Multiple messages to customer service and not a single reply. How can this well known ski and snowboard brand operate like this?

*Ordered ski goggles beginning of December.
*According to UPS tracking Parcel was delivered to Italy! Not my address in England.
*No reply from customer services at all.
*Absolute scam!

Purchased a helmet on 01 December. However it has been delivered to an address in Italy. I have contacted support but not received a response.

Ordered a pair of goggles on the 30th of November, yet to receive anything as of the 11th of December, UPS most recent tracking information states delivered to an address in Italy, have tried reaching out to SMITH customer service on multiple platforms but they seem nonexistent.

Ordered goggles, they were sent to an address in Italy, rather my home in England. Have messaged on various platforms and sent emails. Still no response from the company. Hundreds of pounds spent and not a single thing to show for it. Absolutely shocking customer service. Their UK instagram page also denies any knowing of the product and no advice of who to contact. Website is also happy to take your payment from across the world, but when you try to put in a delivery claim, it only accepts American addresses, and zip codes? Completely useless, criminal actually.

NEVER ORDER FROM HERE (UK)
A terrible experience from this company, took the money, endless messages to the customer care who just send automated responses, never received my item and now have to contact my bank. SHOCKING!!

UK Buyer beware! I bought a helmet and goggles for my daughter. They took payment for both. They cancelled the helmet order as it wasn't in stock and didn't give a refund. Stupidly, I bought the a different colour helmet (for goggle compatibility) so paid again. The helmet doesn't fit. I now want to return everything and they do not have a returns process at all for EU customers - they say to "come back" but I have checked intermittently for 36hrs and it is still not available. I have submitted several online forms - no response. No customer service number. Simply awful

I’ve been a long-time Smith customer and have bought four pairs of their sunglasses over the years. I love the product, and to be fair, Smith did stand by me once in the past when a frame broke — which is why this latest experience has been so disappointing.

Recently, a lens on my Riptide sunglasses developed a hairline clean crack during normal day-to-day use. No drops, no damage, always stored in a case. I submitted a warranty claim expecting at least a conversation, maybe even just the option to replace the lens.

Instead, I received a boilerplate denial and a 40% voucher toward buying a whole new pair. When I asked what they believed caused the crack or how this fit under their “lifetime warranty,” the conversation ended. No explanation, no follow-up, nothing but the canned email. That silence was more frustrating than the denial itself.

This really drove home that the “lifetime warranty” isn’t something you can rely on. It seems to work at their discretion, not as a dependable part of the brand’s promise.

Here’s the truth I want other customers to know:
There are several brands that deliver sunglasses every bit as good as Smith’s at a fraction of the price. At this point, buying a solid mid-range pair and replacing them when needed is cheaper and less stressful than paying a premium for a warranty that may or may not be honored.

I still like the product. I’ve even had a good warranty experience with Smith in the past. But this time, when it mattered, the support wasn’t there and that makes the lifetime warranty feel essentially worthless.

If you’re choosing Smith because of the warranty, go in with eyes open: it might not hold up when you need it most.

They've adjusted their warranty and no longer accept returns on their RX glasses (something that was not at all mentioned during the ordering process). Even a simple Google search still shows the original return policy that included RX frame previously.) Their advertised sizing is pretty inaccurate as well. I wouldn't recommend order anything unless you can find somewhere to try them on first.

I bought a pair of Smith Optics ski goggles based on the strong reviews, but my experience with both the product and customer service has been extremely poor.
• The first lens failed after only 2 hours of skiing (fogging and filling with water).
• The replacement lens failed just as quickly.
• When I tried to get support directly from Smith Optics, I discovered they don’t provide clear contact details for the UK/EU, and their website blocks you from logging a warranty claim if you’re based here.
• I contacted them via chat several times in December, but the ticket they promised was never created, I was cut off abruptly once, and despite multiple chases I never heard back from their EMEA team.

In short: the product failed almost immediately, their support was non-existent, and I was left out of pocket after spending €320 and then having to buy a replacement pair of goggles mid-trip.

Given the high cost of the product and the reputation of the brand, this was a huge disappointment. Buyers in the UK or EU should be aware that if something goes wrong, you may have no real support.

- incomplete shippments
- stolen pieces
- they owe me 500€ since weeks

We both have Smiths helmets and goggles (husband and wife). Bought about 12 years ago and used for 8 skiing holidays. We've just been away for our first ski trip since covid and, after starting to pack, were dismayed to find that the foam to both sets of goggles was disintegrating and pulling away from the frame. A quick emergency trip to our nearest sports equipment store saved the day. The goggles are still in good order but completely unusable because of the foam issue. After doing some research it appears that this is not an isolated incident and hugely disappointing, bearing in mind the significant price premium for Smiths Optics equipment. My confidence in this company's products has been seriously eroded.

Will not honor warranty. Customer service will not respond. sunglasses started to deteriorate within 2 years. Frames came apart and exposed wires cut my head.

Terrible customer service and poor product quality. I contacted Smith customer service well over a month ago via the contact form on their website. I received an acknowledgement but no reply and am still waiting despite sending a follow up email 2 weeks ago. I bought a rather expensive set of Smith I/O goggles several years ago. They have always been well looked after, always dried after use, in fact rarely used for the past few years. I bought these goggles after careful research, believing the quality would be exceptional as one of most expensive goggles on the market. However the foam has simply crumbled, whereas the glass and plastic are still in excellent condition. I recognise they are a few years old, but we have several sets of older other brand goggles in the family, where this has not happened. This is very disappointing. Irrespective of whatever the official warranty policy is, I would have expected a reply and offer of replacement; the item has clearly failed reasonable fit for purpose and durability expectations.