Sunglass Fix: most-reported complaints
Automated analysis of 408 public Trustpilot reviews published 2026-04-08 to 2026-09-23. TrustScore 4.8 from 30,574 total reviews — see the Trustpilot page. Quick answer: is Sunglass Fix legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 408 Trustpilot reviews analysed, the most-reported issues with Sunglass Fix were: Faulty product (24 reports), Not as described (13 reports), Delivery late (10 reports).
How to reach Sunglass Fix
These are the contact details Sunglass Fix publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +61 260090908 or 1800 786 349 Australia Only or 530 562 4800 USA Routed to Australia https://www.thesunglassfix.com/contact, email [email protected], address Unit 3 Lot 18 Mogo Place, Billinudgel, 2483, US.
The company claimed its Trustpilot profile on 2018-07-27, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 2 of 42 in Sunglasses Store. We last checked this profile on 2026-09-23 and found 10 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.7★ on Google (456 reviews)
TrustScore over time
4.8 → 4.8 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (94%, 4.9d) · 2026-08-24 (92%, 4.9d) · 2026-08-27 (95%, 5.1d) · 2026-09-01 (93%, 5.4d) · 2026-09-04 (93%, 5.4d) · 2026-09-07 (92%, 5.4d) · 2026-09-11 (91%, 5.4d) · 2026-09-14 (89%, 5.4d) · 2026-09-17 (89%, 5.4d) · 2026-09-20 (89%, 5.4d) · 2026-09-23 (92%, 5.7d).
Severity: 10% of this company’s 50 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2024, 50% of 20 one-to-three-star reviews were 1★; in July 2026, 54% of 11.
Counted from August 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 85.5 days between the experience and publishing their negative review (552 reviews record both dates).
Measured reply time: across 537 negative reviews that received a public reply, the median wait was 3.4 days — the company profile reports an average of 6 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 537 company replies to negative reviews analysed, 73% engaged with the specific problem and 5% were generic templates.
Review provenance: 269 company-invited reviews in the recent window average 4.80★, while 85 organic (uninvited) reviews average 4.74★.
28% of its 347 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 48% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 2,312 of this company’s 30,574 Trustpilot reviews (8%) were written in the last 12 months.
What are the most common complaints about Sunglass Fix?
Faulty product
24 reports · 48% of complaintssteady“these lenses are absolutely cheap plastic quality, and cost well above the quality.”
The company replied on 2026-08-25: “Hi S. T. Mc I can assure you that our reviews come from real customers whose experiences differ from yours. Trustpilot is an independent platform, and unlike anonymous reviews, the vast majority of…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“after 4 tries the frame broke. So now I have two lenses and no sunglasses to fit them to.”
“Lenses received are NOT original and cost like the original ones.”
The company replied on 2026-06-03: “Hi Carola, I'm very sorry you thought you were buying lenses from Ray-Ban. We hve been making replacement lenses for all sunglasses on the planet for 20 years now. I started the businesses as I found…”
Our classifier read this reply as a deflection.
Not as described
13 reports · 26% of complaintssteady“Bought the correct lense of my Wayfarers, no matter how many times I tried to follow the instructions video, was impossible to fit the lenses.”
“they never replied that was it so they replied once and then they just didn't even care at all.”
“these are cheap, plastic, replacement lenses that wouldn't feel out of place in those you'd find in a kids' fairground goody bag.”
The company replied on 2026-08-05: “Hi Paul, I'm sorry to hear you feel this way. I can tell you without a doubt you are wrong. You may feel that way but in reality the lenses are high quality. I've been in the industry now for 20…”
Our classifier read this reply as a deflection.
Delivery late
10 reports · 20% of complaintsfalling“After many months of waiting and still not receiving my lenses”
The company replied on 2026-07-08: “Hi Heathrow, I'm sorry to hear your lenses still haven't arrived - that's a frustrating outcome after two attempts, and I understand why you're upset. To clarify what happened: both shipments were…”
Our classifier read this reply as a deflection.
“It has been almost 3 month and my lenses still on the way!”
The company replied on 2026-06-09: “Hi Renato, I'm sorry about your package being held in the Brazian customs and their not contacting you and returning the parcel after months of delays. We have shipped another parcel. I hope it gets…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“Other set didn't fit. I email for this. They told me i put the wrong nr. I am 1000% sure that I put the correct nr.”
Support unhelpful
6 reports · 12% of complaintsfalling“they never replied that was it so they replied once and then they just didn't even care at all.”
“lenses were a very tiny bit incorrect and the reply to my complaint was ignored or misunderstood”
“As of today, I have heard nothing from them. These people are not behind their products.”
The company replied on 2026-06-03: “Hi Alfonso, yes, I'm sorry, this is a complicated situation as it's been going for over a year now. We are uncertain why your recent emails were not delivered to our care team properly but we are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery failed
6 reports · 12% of complaintssteady“After many months of waiting and still not receiving my lenses”
The company replied on 2026-07-08: “Hi Heathrow, I'm sorry to hear your lenses still haven't arrived - that's a frustrating outcome after two attempts, and I understand why you're upset. To clarify what happened: both shipments were…”
Our classifier read this reply as a deflection.
“I only received one lens. I contacted SunglassFix to file a complaint, but I received no response at all.”
The company replied on 2026-07-08: “HI Jim, I'm very sorry you only received one lens. That's very unusual as our lenses go through several QA processes before being shipped. Additionally, our care team normally responds to emails…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“It has been almost 3 month and my lenses still on the way!”
The company replied on 2026-06-09: “Hi Renato, I'm sorry about your package being held in the Brazian customs and their not contacting you and returning the parcel after months of delays. We have shipped another parcel. I hope it gets…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Support unreachable
3 reports · 6% of complaintssteady“I only received one lens. I contacted SunglassFix to file a complaint, but I received no response at all.”
The company replied on 2026-07-08: “HI Jim, I'm very sorry you only received one lens. That's very unusual as our lenses go through several QA processes before being shipped. Additionally, our care team normally responds to emails…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Lenses received are NOT original and cost like the original ones.”
The company replied on 2026-06-03: “Hi Carola, I'm very sorry you thought you were buying lenses from Ray-Ban. We hve been making replacement lenses for all sunglasses on the planet for 20 years now. I started the businesses as I found…”
Our classifier read this reply as a deflection.
“It was impossible to fit the lens without the tinted layer delaminating. I sent them an email to inform them of my displeasure and have had no response.”
The company replied on 2026-07-13: “Hi Steven, sorry about your issue and I'm glad the care team helped resolve it for you. Delamination of polarized lenses on install sholdn't happen very often but sometimes frames are sharp and…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.