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Oakley Inc.

 

Description

Oakley blends science and art to redefine product categories by rejecting the constraints of conventional ideas. The company is recognized as one of the most coveted brands in performance technology and fashion. Its icon is embraced by the global culture of sport competitors who define their own lifestyle ? the world-class athletes who exceed the limits of possibility. In its devotion to these athletes, Oakley does the same. Decades of Oakley innovation have led to a full array of market-leading products including performance apparel and accessories, prescription eyewear, footwear, watches and electronics. The company continues to build on its heritage of authenticity by reinventing products from scratch to achieve superior quality and genuine innovation that delivers the unexpected. Awarded more than 575 patents and 1100 trademarks, Oakley today is a global icon offering products to consumers in more than 100 countries.

 

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Comments

Date Comment
6/18/2010 I sent them an email outlining the problem I had with their product. I never got a response. A week later I just called them on the phone. The rep was impatient with me and, not only did he not have any way to help, he didn't even make an attempt. I thought the glasses were totally cool, but if Oakley isn't willing to help me make use of and enjoy their product, I'll just bring my business elsewhere.
Alex
6/4/2010 This is the letter I sent to Oakley today... I will never purchase their products again. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - I purchased Oakley Betray polarized sunglasses at 6pm.com in late December. They sell many of your products on their website. At the time of purchase, they were having a special holiday sale, where one product would be dramatically discounted for a few hours. I was fortunate enough to visit their site and see this, and amazed that your glasses were on sale - they were actually the pair I'd try on at a store and wanted to buy. So, I was able to purchase them for $40.00 plus shipping. They arrived in early January. In mid-March, the temple fell off one side. I found one screw, but the other screw was lost. At that time, I called Oakley's customer service for a replacement screw, only to be told that was not something you would do. But I could send the entire pair in to be replaced. I did not want to do that, and put the one remaining screw in and planned to find an optical shop that would have a screw that fit. I want to let you know I always kept my glasses in their case when I was not wearing them, and they did not at any time have any unusual wear and tear. In May, the temple fell off again. This time it was the other side. I called Oakley again, and was told that you would make an exception and replace the screws if I sent in the glasses. I sent them in a couple days later, along with my receipt from 6pm.com, which is what I was instructed to do. I insured and tracked the package, and it arrived to you on May 19. This morning, June 3, I received a call from your customer service, telling me the glasses had been discontinued, and you did not have the parts to replace. The man who I spoke with went on to say you don't even use screws, that you fuse things together. I find that a bit difficult to believe, but figured he was trying to appease me or something. Anyhow, he at first said that you would offer me an upgrade to any "omatter" glasses - which I had no idea what he meant. But then he went on to say that you'd only offer me an "upgrade" to the cost I paid for my glasses. I'm sorry, but there is no eyewear for $40 on your website. I purchased a high-quality lens in what I'd thought was a high quality frame. In 5 months' time they were unwearable. And your representative told me that I could have another pair, but I'd have to pay the difference between the new ones (the cheapest of which I would not select but started at $160) and the price I originally paid. I don't see how this policy can fit with a repair or replace warranty. I am very disappointed in Oakley and the way this is being handled. I have requested that my broken glasses be sent back to me. Since I cannot afford your prices right now, I guess all I have is my broken ones and an extremely bad impression of Oakley's quality and customer service. If I have any other recourse in this matter, I would appreciate a response.
Jennie
5/14/2010 After my recent experience with Oakley I have been motivated to take a stand. So this review of my recent experience was the first step. I also will be sending a letter to the company soon. I was a long time Oakley customer but my last experience has convinced me that they are not worth doing business with. After being unable to purchase a set of platinum whisker frames with polarized lenses I called Oakley directly to see what I could do. After waiting on hold for over 40 minutes, they were unable to put the lenses in for me because they were not listed in the custom section, even though they sold the lenses and the frames. So I had to order the glasses and replacement lenses. When I received them my trouble really started. I took the lenses to a local dealer to have them put in the lenses and they would not seat properly. They were apparently miscut. I decided to take them to another place just to make sure and I got the same story. So I called Oakley to get an RMA number, this time I only waited about 25 minutes on hold. I explained the situation and told them I just wanted to return the whole order and would straighten it out later. Well A week after UPS confirmed delivery they still couldn't tell me if they had received the shipment. Two weeks later and still they were unable to confirm they had even received it. About 4 weeks later I notice they refunded only part of my money. So I called in and they said that they were still processing the order and if there was any issues they would contact me. No contact for another two weeks. Then find a drop slip from fedex on my door saying they needed a signature in person. Since I'm not home during the day I had to drive 50 miles to the depot to get the package which contained my defective lenses. They refused to refund the money because they said the lenses were scratched. I called in and explained the situation, and was told it wasn't there fault if I didn't get lenses that fit. I explained they were the correct lenses but they were defective. After some back and forth the rep finally told me that I could send them back for warranty work and then if they were defective they would replace them. I had already paid almost $25 to ship them back the first time, and now looking at another $25 to get some $80 lenses replaced. Not only has Oakley's quality dropped significantly but their customer service is pathetic. They ask for and email address and seem to be able to send ads but they can't even manage to let you know what's going on with your shipments. Nor do they even inform you they are planning on shipping something back to you after 6 weeks of hearing absolutely nothing. There are better companies out there do business with them, I'm just glad I didn't place the big order for gear before this happened. They have my $80, but it cost them $500+ in immediate future sales. I will not be doing business with them again.
Tim
5/13/2010 "Oakley blends science and art to redefine product categories by rejecting the constraints of conventional ideas." more like OAKLEY BLENDS BULLSH1T AND ART OF LYING TO REDEFINE PRODUCT CATEGORIES BY REJECTING CUSTOMERS. I had bought this custom juliet lately over oakley.com which is actually a very bad idea because you won't be able to check it for defects. I arranged for a warranty for the misaligned stem w/c was a factory defect, oakley USA said it would be ok to have it changed in the Philippines since i'll be on vacation there for a month. When I arrived at MEERA (oakley phil) my claim was rejected, they said I don't have the official receipt even though I have previously provided them thru email an electronic order receipt to prove that it's still under warranty. I was wondering if that manger was aware of the fact that I bought it online there is no official receipt or maybe just plain lazy to look thru her emails as i have already sent several emails before I went there or just plain bullsh1tting. After the incident I went back to Saudi Arabia and once again tried another warranty claim hoping oakley middle east (UAE) was more sensible to my dismay no good thing has come out of it. I had a chance to exchange emails with the brand manager and he told me that normally they don't do warranties for products bought thru oakley.com (! oakley does not warranty things bought on their own website, why didn't I thought of that?!) but will consider my case if I send it under my expense to UAE (oakley middle east) which is another country or send it thru an authorized dealer for free. So any person in the right state of mind will opt for AD which is free and for the obvious reason that you already spend so much on the damn product that was defective in the first place so sending it under your expense is no longer an option here. Unfortunately, when I approached the authorized dealer they were playing hardball and informed me that oakley didn't claim to shoulder the freight expenses and they certainly wouldn't also. I was so disappointed that I decided to NOT claim the warranty anymore. Now my conclusion is that oakley is a company that BLENDS XXXXXX XXXXXXX.
paul
4/20/2010 Agreed the hold time on the phone is ridiculous. If your glasses break chalk it up as a loss because when you send them you will never get them back. The tracking number is useless and I don't have another 53 minutes too try to solve this mystery. By the way nano wire 3.0 suck balls and broke on me after only 4 days.
Oakley Sucks
4/20/2010 4/20/2010. I have to agree with the negative comments. I have never encountered worse customer service or lack of professionalism. I placed an order, the rep sold me the wrong thing. I was promised the item in 2 days. They lost my order. They give me a t-shirt (as if I would advertise for them.) I tried to return the lenses; they tell me it will take 4-6 weeks for a refund. I try to speak to a supervisor; they hung up on me. I am on hold continuously. I will never buy another pair of Oakley Anything. Rich
Richard
4/20/2010 To whom it may concern, I have been a loyal Oakley customer since 1993 when I purchased my first pair of original E-Wire glasses. I currently have a pair of Whisker Titanium, Juliets, Half X and Flak Jackets, not to mention my original E-Wires. Recently I attempted to contact your customer service department regarding the possibility of having my E-Wires tuned up and to inquire about parts availability. I called on four different occasions with a hold time of no less than 20 minutes on any call. It wasn't until my fourth call that I was able to speak to a representative after holding for 24 min., having given up the previous 3 times due to the wait time. The calls were in addition to two E-mails, to which I have not received any response. After the extended wait, I described the model of glasses that I was inquiring about and was cut short with a response of "We no longer carry anything for that model, is there anything else I can help you with?". I started to ask if the agent had any suggestions and was met with "Sir, as I said, we no longer carry anything for that model... Have a nice day." in a terse voice and was disconnected. The call lasted roughly 30 seconds after waiting 24 minutes on hold. I cannot express how disappointed I was in the wait(s), the attitude and the overall experience with Customer Service at Oakley. For almost two decades I have sung the praises of your products, stressing the fact that the quality overrides the cost of your products to family and friends. I know that to a corporation like Oakley, a single customer like myself is not very important, and that my contribution to your bottom line is negligible however, as a customer I would appreciate, at the very least, the common courtesy not to be interrupted when I attempt to speak. If this is the way Oakley chooses to treat customers, regardless of how small, I may look at alternatives for my future eye wear needs. Sincerely, Paul
Paul
4/11/2010 I bought a pair of gascan glasses/ very durable product, so I decided to order from their website(bad idea). They do not respond to customer questions through email and I just found out that there delivery to military orr overseas locations sucks. I placed a order in march, its april and I have not heard from them or recieved glasses. There track and confirm does not work.
eewraDF
8/1/2009 I've had oakley shades for over 12 yrs and love the products. Trying to order some new shades. Tried online,but it was trippleing my order. Tried to call Oakley rep 3 times and each time i'm on hold between 17 to 46 mins at a time. Not trying to be rude,but this a incovenince when trying to order your product.
Danny
5/23/2009 make a purchase on June 21 for a Dock Pant for 75,00$ + 6.58 S/H recieved my product June 25 but the zipper was broke and i got the wrong size so called CS they told me to send it back that they have my size available, the same day i send it back (paid the SH)them wait for like a month and nothing so called back and they told me that may take around 4 weeks so should it be soon wait another week called again and they told me that they just recieved the product so its gonna be around 4 week more from now!!!!ALSO THEY DOENST HAVE MY SIZE SO MAYBE A LITTLE MORE i said what i dont need it no more so i want my money back she said is ok but wait another week and im still no receiving my refund called againg they told me they will refund it by tomorrow guess what today is SEPTEMBER 2 AND NOTHING!!! THIS IS THE WORSE SERVICES EVER!!!
Derkek
5/23/2009 FastSunglass.com is a retailer of Oakley Sunglasses and they have excellent products and service. http://www.fastsunglass.com/
Greg
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