polette Reviews 58

I've ordered glasses from Polette twice and had stellar service there, also. Today, Jesse helped me resolve a small glitch seamlessly and with a smile. The glasses are great value and the staff friendly, helpful and efficient. Thank you!

DONT. DO. IT. terrible service, mistake on mistake on mistake. Wrong measurement, wrong strength, wrong placement of the lenses in the frame, (for both lenses),unreachable by phone, a helpdesk that is only available in the morning (but Lea is not a chatbot although she does communicate that way), glasses that are sent and then turn out to be lost. Ultimately, we had our eyes measured by a renowned optician and with that recipe we went to Polette and had them make these glasses.
So: cheap but also a bad buy. Don't do it. A waste of your time and money and your mood

I had a reply to my question not addressing about having paid for varifocals and not being put in glasses and asking for a refund. The fact the lenses are scratched and the arms loose and glasses fall off. Paul responded with out of guarantee not true and I should pick up a new pair at their low prices. This is their customer service Seriously

The glasses are fine but the service is s**t!
My lenses were broken but the frame intact, but there was no way to have them repaired. When I told them that it was a shame to throw away a perfectly good frame, they agreed that was the only option open to me.
Despite it being a flippant response it's not very environment friendly to insist you buy a whole new pair of glasses, just because one lens is broken.

Excellent customer service from Diane.
The glasses arrived deformed but, thanks to Diane's prompt intervention, I received a voucher for a new purchase.

Very disappointed. I have bought 7 pairs of glasses over the years from Polette. A few months ago, I purchased a pair of Dune with wooden arms. Recently, I noticed a weakness in the wood grain that started to form a crack above the ear. I contacted their customer service only to be told that the wood in these frames was perfect and that the crack was my fault. Therefore, no replacement for my splitting arm. I will contact a consumer association to take legal action and seek my legal aid. Let's see what they think. Do not trust this company. They are dishonest.

Well what would you expect? Of course your expert has analysed the photo and found that I was responsible for the bad quality of the wood grain. Talk about twisting the knife in the wound. The pictures showed that the top of the branch showed a split starting to form and yet the bottom of the same branch has not signs of a split. I am not sure where you find your experts at polette maybe rejects from Boeing? In any case, they would have to explain to me how to I break a wooden branch by having a spit only showing on the top and not the bottom of the wood. Despicable customer service! My only hope is that my experience dealing publicly with this back-street company will serve someone else reading this review. Oh and by the way, experts in my house have assessed that Polette is not to be trusted.

Excellent customer service from Joanne. While the order was a bit late, it was picked up in record speed. Would buy again.

Glasses delivered late. Customer service was helpful at the end.
Edit:

Ronny from customer service is the most helpful one among them. S/He did offer me reorder that wasn't charged after their delivery failure. At the end, 5,5 weeks after my initial order I did receive my glasses today.

Special shout out to Ronny.

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I ordered a pair of glasses on May 9th from their Amsterdam showroom. The personnel was helpful and kind and he said within a week my glasses would be delivered to the store. After one week I contacted them and they told me it takes 10-12 working days to receive the package in the store. After that period passed they told me there was a damage issue but my glasses would arrive in 7 days latest. Today I contacted them once again after 7 days passed because I had zero notifications on the delivery. They told me now that the investigation they have at DHL can take up to 15 (FIFTEEN) WORKING DAYS to resolve and they offered me to the re-order my glasses again. Once I asked them about the estimated delivery time of the re-order they went complete radio silence and didn't reply to my email. Keep in mind - there is no phone line, your only means of communication is email. They reply fast to emails but their answers are more or less vague and so far they also seem to be simply false ( 'we will deliver in 12 working days' they didn't. 'we will deliver in 7 days at latest they didn't.).

TLDR: Glasses ordered a month ago, customer service stalls you, no actual solutions are offered. Take your money and go to Ace and Tate instead. Complete waste of time.

Excellent service - accueil, conseil, préparation et réglage.
Je recommande !
CHE

I'm really disappointed with Polette.

It's frustratinge that Polette doesn't have proper customer service and seems to just pass orders off to a manufacturer in China without taking responsibility for mistakes or delays, as follows:

I ordered my lenses on February 17th, expecting a quick delivery since my prescription was basic. However, I ended up waiting for over two weeks, which was quite frustrating. I visited the Amsterdam shop twice hoping for some help, but unfortunately, they couldn't do anything about it, and I couldn't even find a phone number to call for assistance.

Finally, on March 4th, I received an email saying my lenses were ready for pickup. But when I went to get them, both the optometrist and I realized they were made incorrectly—the left-eye prescription was on the right lens, and vice versa. So, on March 6th, the optometrist had to reorder the lenses for me.

The timing couldn't have been worse because I needed the lenses for a trip outside of Europe, and not having them caused a lot of trouble during my travels.

Even after I reached out on March 24th requesting a refund due to the lack of service, I didn't receive any emails about my order status.

Yesterday, on March 29th, I visited the shop again, hoping for some good news, but there was still no confirmation that the new order was even placed.

It's been almost two months since I placed my order, and I'm still waiting for my lenses.

This isn't the first time I've had issues with Polette; back in 2022, I ordered bifocal lenses, but they were uncomfortable and caused headaches because they weren't made correctly. I really hope I've learned my lesson this time.

The only positive thing I can say is that the optometrists at the Amsterdam shop were professional and polite.

I will update this when I get a refund or receive the lens.

I had an excellent experience with customer service. The nose piece of my glasses broke off, but they sent me new nose pieces rapidly. I took them to a polette store and they quickly changed them.

Promest to deliver in 2 weeks after a month support says it will take more 6 weeks. not done this

I ordered the glasses in the store, the purchase must go quickly because there were many people waiting, now I receive my glasses and I can't see well, the focus is only on one point in the glasses, if I move my eyes a little I lose focus and see everything 'blurry', it is 'cheap' but saving in a pair of glasses was not a good idea, best buy any glasses in a grocery store (and actually not cheap cuz I paid 180€)

I ordered glasses on 18th Jan where they say it takes 5 business days to complete. After 10 business days I contacted them and they replied to say glasses were suddenly complete and have been shipped. Needless to say 16 working days later nothing. Tracking just says when the package arrives in your country you can track. So if you expect glasses within a month don't order from them.

Friendly team of experts and cordial service. A lot of options to pick from, absolutely love it.

Polette has a nice and affordable glasses selection. Isabella was also a very nice technician and did a nice eye exam

I placed an order on May 4th, you deducted my order from my bank account the same day but i never received a confirmation email. When checking my order it said it was cancelled even thou you took my money. So went to the shop in Amsterdam and they said i had to contact customer service online, which i did. No respond and no phone number to call. I can log in to my account, i receive emails updates from you and also got an automatic respond to my email from Polette, so my email is not the problem. You have taken my 150 EUR so would be great if you can fix so i get a confirmation regarding my order and actually get the 2 pair of glasses i ordered. Also, add a phone number to your shop in Amsterdam and to your customer service! Terrible!

I have ordered glasses via this company many times without problem. My most recent order was made around Christmas and I was happy that the delivery time was so much faster than usual, not even 2 weeks. I didn't have to pay extra fees via the customs. Glasses prescription perfect. Packaging a bit flimsy but the glasses made it in one piece!
I contacted the customer service post order because I made a mistake in the prescription. The chat was easy to use and the customer representative very helpful. I could make my change and she even noticed I made another mistake and notified me of it.

TRAGIC SERVICE. I myself have worked in retail for several years and have done some online customer care too and would be ashamed to provide the kind of service they do. Or rather, the lack of it. They continue to ignore my complaint emails, the 5th one in a row now. The cheap glasses are not worth the experience.

The customer service is non-existent. I ordered glasses 3 weeks ago. The tracking information is vague to say the least. The website offers a chat service but nobody responded to my chat request, the website does not list a telephone number (wonder why), and an email sent to their customer service department generated an auto-reply that they will respond "within 72 hours, Monday to Friday." Since it's Friday, I guess that means they will respond by next Wednesday. These guys appear to care about making the sale, not delivering the product, and certainly not engaging with customers post-sale. The only reason I am giving 2 stars rather than 1 is for the sales rep in the store - she was helpful. But given my horrible post-sale experience, this business is best avoided.