First order they sent the wrong frame. They offered to replace with an alternative frame as original was no longer in stock which I accepted. Replacement glasses arrived.. with the wrong prescription... Se mer
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Easy to order, although my usual 90 day box has been unavailable for some months. Came before estimated arrival date which was a nice surprise. Cheers 👍
I lost my 2 months lens supply and wanted something immediate. Clearly shipping showed a date instead of a range timeline. I ordered and requested customer care to prioritize the order if possible. Th... Se mer
I ordered an urgent contact lenses. Wow it only took a day to deliver, well packed, and they thrown some freebies too. For me it's sticking to what you promise ie express delivery and being thoughtfu... Se mer
Företagsinformation
Om Clearly.co.nz
Informationen kommer från olika externa källor
Clearly's Promise
Steam rising off fresh coffee. Waves crashing on the shore. Your best friend’s smile. There are so many amazing things to see in the world, and we want to make sure everyone has access to eyewear that helps them see their world clearly. That’s why we’ve created a platform that makes it easy to get contact lenses, glasses, and sunglasses online.
Our Story
Our story begins in the year 2000, when we became one of the first ever retailers to offer eyewear online. We’ve always been ahead of the curve and have since grown to become one of the biggest (and the best) providers of glasses, sunglasses, and contact lenses in the world. Today, we help people from the west coast of Canada to the east coast of New Zealand get the eyewear they need to hit important deadlines, watch the sun set on the horizon, and see all the amazing things waiting just around the corner.
Our Mission
When we say that we believe everyone has access to the eyewear they need, we truly mean everyone. That’s why we launched Our Mission. For every pair of glasses purchased through our Buy One, Give One initiative, we donate a pair to someone in need. We also work with organizations across the world to help provide education, eye screenings, and access to eye care in communities near and far.
Our Products
What are you looking for? We’ve got it. Designer and budget-friendly, retro and modern, simple and statement-making, we offer eyewear options to suit everyone. Our selection of contact lenses includes daily, weekly, and monthly varieties from the leading brands and new, innovative labels alike. In the glasses and sunglasses cabinet you’ll find 2,000+ styles, including frames starting from just $9 alongside the world’s favourite designer labels including Ray-Ban, Michael Kors, Oakley, and more. Our Virtual Try On tool allows you to try frames on using the camera on your mobile phone or computer.
Clearly's Company Guarantees
We want to be the place you go when it's time for contacts, glasses, or sunglasses, which is why we’re determined to make it as easy for you as possible to get what you need. When you shop at Clearly.com.au, you can rely on: 24/7 support via phone, live chat, and email. The fastest delivery, with same-day options for contact lenses. Free shipping on glasses orders $50+, and free returns. Low Price guarantee, so if we don’t already beat it, we’ll match it.
Kontaktuppgifter
Nya Zeeland
- clearly.co.nz
4,4
Utmärkt
4 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har inte besvarat negativa omdömen
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Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Still waiting on refund
I have placed an order on the 17 July and were told that the product is being discontinued at wich point my order was cancelled only on the 8th of August. Since then I have been following up my refund every week just to be told it's in progress. The original email said that the refund will be done in 7-8 days and I am still waiting. To top it, I have managed to order the same product from another supplier who confirmed that the product has not been discontinued. It's been nearly 2 months, can you please refund the money for my order. Thanks so much
Michelle
5 september 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
We're so sorry to hear about this experience. We transitioned our back end systems and launched a new website. While we anticipated a smooth transition, there were some unforeseen glitches causing disruptions for some of our valued customers, including yourself. We understand that the eyewear we provide is a critical part of our customers' everyday lives, and we don't take it lightly that you place your trust in us for this matter. We'd like to make it right. If you'd like further help with this order, we've sent a separate request for further information (full name, email address, order number), and then someone from our team will be in contact with you. Otherwise, this request is optional, and we deeply apologize for the experience. We are learning as we adapt to the new systems and policies, and we hope to earn your trust back in the future. -AC
Scam, theft, no answer
Like many others, have used Clearly previously and service was great. This time, order has been "In process" for 1 month, with no indication when it will be ready or ship. Clearly support are no help when they bother to even answer. About to charge back on my credit card as this now seems like a scam.
2 september 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with our business. We want to help and make things right for you, and a member of our customer care team will be reaching out to you to provide further support. Keep an eye on your email inbox. -AQ
2 months and waiting....
I placed an order on the 6th July and still I am calling to find out where the order is. I am constantly calling, emailing and on chat support and in a 12 contacts I have had I get a different story. No refund offered, no information on when/where my order is.... worrying...
29 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
We're so sorry to hear about this experience Nicolette. We transitioned our back end systems and launched a new website. While we anticipated a smooth transition, there were some unforeseen glitches causing disruptions for some of our valued customers, including yourself. We understand that the eyewear we provide is a critical part of our customers' everyday lives, and we don't take it lightly that you place your trust in us for this matter. We'd like to make it right. If you'd like further help with this order, we've sent a separate request for further information (full name, email address, order number), and then someone from our team will be in contact with you. Otherwise, this request is optional, and we deeply apologize for the experience. We are learning as we adapt to the new systems and policies, and we hope to earn your trust back in the future. - AC
Dismal customer service when you need…
Dismal customer service when you need it. Orders have been getting slower and slower over the years and finally i need to return a product and service is woeful! Can get a call answered after 30 minutes, online chat is not answered. Emails are very slow to reply and are not read properly so just dries up. Won't be ordering again and still no help.
29 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thank you very much for your feedback. We regret to know that there are some areas in our service which were not satisfactory and did not provide the expected service. Our apologies for the inconvenience this has caused you. We want to help and make things right for you, and a member of our customer care team will be reaching out to you to provide further support. Keep an eye on your email inbox. -AQ
Never again buying from them
Never again buying from them. Last order has been 2 months and not even getting refunded until the order arrives. They can only say they’re sorry for the delay, no solutions whatsoever. I even asked them to send me another brand and they just make silly excuses. Can’t even access the user in their web because of some error. Makes you think if they are bankrupt or something.
28 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
We're so sorry to hear about this experience, Matias. We transitioned our back end systems and launched a new website. While we anticipated a smooth transition, there were some unforeseen glitches causing disruptions for some of our valued customers, including yourself. We understand that the eyewear we provide is a critical part of our customers' everyday lives, and we don't take it lightly that you place your trust in us for this matter. We'd like to make it right. If you'd like further help with this order, we've sent a separate request for further information (full name, email address, order number), and then someone from our team will be in contact with you. Otherwise, this request is optional, and we deeply apologize for the experience. We are learning as we adapt to the new systems and policies, and we hope to earn your trust back in the future. - AC
I have bought my contacts from Clearly…
I have bought my contacts from Clearly for years.
I placed an order on the 17th July and still haven't received it. I have had good communication with Clearly up until now.
I have just initiated a conversation with the support chat and no one is answering my question about my contacts.
25 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thank you very much for your feedback. We appreciate you taking the time to share them with us. Your business is really important to us, and by telling us what you liked and didn't like about your experience, you are helping us improve our service for you and other customers in the future. Rest assured that more improvements will be made to make each of our clients' experiences as satisfactory as possible. We want to help and make things right for you, and a member of our customer care team will be reaching out to you to provide further support. -AQ
Am i doing something wrong
Am i doing something wrong? I have been a client for many years. The Clearly backend CRM systems have clearly been updated and all of my details have been lost. I have managed get back in to my account to re-order but now 4 days later I am still awaiting for some level of update.
20 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thank you very much for your feedback. We regret to know that there are some areas in our service which were not satisfactory and did not provide the expected service. Our apologies for the inconvenience this has caused you. We want to help and make things right for you, and a member of our customer care team will be reaching out to you to provide further support. -AQ
Excellent service
The order was placed at midday Monday and I received the parcel by 9.30am the next day.
22 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thanks so much! We love to be speedy and accurate when it comes to your eyewear, so we really appreciate this feedback! We hope to 'see' you again soon! -JS
Very difficult to navigate websites
Very difficult to navigate websites. Unable to access or add to my favourite. Have previously been ordering online for several years with ease. No access to coupons. Got charged 50% more than before then my back account was charged an additional amount of a further 50%
21 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with our business. We want to help and make things right for you, and a member of our customer care team will be reaching out to you to provide further support. -AQ
Great customer service
Great customer service: efficient and patient - able to quickly resolve the issue.
21 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thank you for sharing your experience and feedback. We really appreciate the kind words, and we'll be sure to share them with the team! We hope to 'see' you again soon! -JS
Clearly have implemented a new web…
Clearly have implemented a new web design and computer system. Made an order to get glasses and contacts. Payment was haphazard, they did not take the full amount as before. They took two small payments, which looked dodgy. Used there chat feature twice to understand what was happening with the payment system. All I got was teething issues, and it would be sorted 7-10 working days. Its now close to 20 working days and 25 days since purchase and the remainder payment still has yet to be made. Other issues I had, the new system kept previous orders, but did not keep the prescription details. You can't edit or change your email address, and they can't change email address on their side. They say sign up again to bypass this problem. But still does not sort out that you can't have your previous order history to this new profile. So many issues
23 juli 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
We're so sorry to hear about this experience, William. We transitioned our back end systems and launched a new website. While we anticipated a smooth transition, there were some unforeseen glitches causing disruptions for some of our valued customers, including yourself. We understand that the eyewear we provide is a critical part of our customers' everyday lives, and we don't take it lightly that you place your trust in us for this matter. We'd like to make it right. If you'd like further help with this order, we've sent a separate request for further information (full name, email address, order number), and then someone from our team will be in contact with you. Otherwise, this request is optional, and we deeply apologize for the experience. We are learning as we adapt to the new systems and policies, and we hope to earn your trust back in the future. - AC
Lester was really great with…
Lester was really great with communication. Smooth solution - happy with customer service
16 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thanks for the excellent review and feedback Ronnie! We'll be sure to pass this along to Lester and the rest of the team for you! - AC
good service
The person was able to explain why I couldn't use the website as I had previously. They helped me work out my last order and how to work around the website issue to reorder my child there glasses.
15 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thank you for your review and feedback! We're so glad to hear that our team was able to assist you with all your questions and concerns, and we look forward to 'seeing' you again real soon! - AC
Best customer service skills
Quick and easy just wanted to know what my delivery status was, due to delays in the system was offered a shipping fee refund for the delay! Amazing customer service from Jamie. Thank you
14 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Thank you for the excellent review and feedback Jasmine! We look forward to 'seeing' you again real soon! - AC
Helpful and efficient
14 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
That's what we love to hear! Thanks so much for the 5-star review Rebekah! - AC
Svar från Clearly.co.nz
We're so glad to hear this! Thanks so much for the 5-star review Ella! - AC
Gone downhill :(
I have been purchasing from Clearly for many years and would always recommend them to anybody.
That is not the case anymore. They have obviously changed hands and it's dodgy. I have been mucked around for over a month, and counting.
The transition to the new website completely wiped all my previous settings like saved frames, size preference, and previous orders.
I made an order and when I finally got the tracking number there was an issue with that - it had to be followed up a few times, which also took some time, and I was told a couple of different things. The glasses arrived eventually.
When the glasses arrived, I unfortunately needed to return them (a style issue). That same day I ordered another pair with the idea I'd be returning my other pair. There is a website issue stopping returns from being able to happen, and I have been in contact on and off for many days trying to be able to return the glasses. I essentially have paid for x2 pairs, one of which I don't want, and the timeline of being able to return keeps getting extended.
Had I known there were this many issues, I would not have ordered. It is very unfortunate as they used to be my go-to place for glasses
Edit to add: After a at least a couple of weeks of being told I would get a returns label, in which time the timeline I was given kept getting extended, they gave in and said they would give me a refund instead. I was initially told the refund would take 1-2 days. After 2 weeks of following it up and being promised it was still happening, I was eventually told it would NOT happen until I sent the glasses back, according to the "billing team". Why did it take 2 weeks to tell me that?? By that point it had been 4-5 weeks since I first made contact. Funnily enough, that person was able to send me a label right away. The glasses are on their way to being returned but I don't believe I'll see my money.
They promise things to happen, keep giving different timelines, and nothing ever ends up happening. I think I will have to report them.
7 augusti 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
We're so sorry for the inconvenience! We've recently rolled out a brand new website and full system upgrade on the back end, and are still ironing out a few kinks. Our team is working hard to make sure everything is smoothed out ASAP and your order history from the last 2 years will be back in your MyAccount soon! If you'd like to confirm for me your order number, and/or email address so that we can further assist you with this, it would be greatly appreciated. We look forward to hearing from you again soon. - AC
Svar från Clearly.co.nz
I’m so happy to hear you are pleased with our product/service. Clearly strives to deliver the best customer experience, and it makes our day to hear we have accomplished that. -AQ
Crap online order experience, crap customer service, crap system. CRAP!
I've chatted to two people through online. Couldn't answer my question of when I'll receive my lenses or can I get a order confirmation. Very bizarre when you purchase something online and there's zero email confirmation.
Emailed through customer service, taken over a week to reply. Still no answer. One answer was.. let us check the date to see if the order can be cancelled or not. Next email was saying oh it's a special order, it's sent to the manufacturer already, you cannot cancel. Well if you didn't take that long to reply and ignored my requests then you would have been able to cancel my order. How can you expect a customer to put a order through, get no order confirmation, no where to track to see if the order had been processed, in transit or anything. You expect a customer to sit in the dark and just wait for it to turn up?
I've spoken to 5 people altogether and no one can give a date. Useless.
CANCEL MY ORDER!!!
22 juli 2023
Omdöme utan inbjudan
Svar från Clearly.co.nz
Oh my, I can only imagine what you have been through! We regret to know that there are some areas in our service which were not satisfactory and did not provide the expected service. Our apologies for the inconvenience this has caused you. We want to help and make things right for you, and a member of our customer care team will be reaching out to you to provide further support. -AQ
Efficient service as always thank you
26 juni 2023
Svar från Clearly.co.nz
I’m so happy to hear you are pleased with our product/service. Clearly strives to deliver the best customer experience, and it makes our day to hear we have accomplished that. -AQ
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