Poor Service & Questionable Legitimacy
I should've read up on SmartBuyGlasses before I ordered anything - the international & unsolicited reviews are not good. I placed an order on 20th Jan 2021 for a single pair of glare reducing glasses. I received okay updates from SBG and their courier, RPX. But it's been a long turn around time and I've been patient. Today I received an email from a different service company (Linex) with a consultant asking for personal details RE: customs legalities... That was the last straw. I've never even heard of Linex before - not mentioned in any of the updates from SmartBuyGlasses or RPX. So I go to the Linex website and it's a carbon copy of RPX website. Not only is it very frustrating that I'm expected to fulfil part of SBG/RPX duties in delivering my order, but now I've received suspicious emails from a suspicious source. Why is SBG and/or RPX not facilitating the end-to-end shipping details? Why is another unmentioned service provider contacting me? I've paid SmartBuyGlasses to get this item here, I should not be expected to sort out the rest of your shipping admin.
Helpful (0)
Replies (1)0
Replies (1)'s updateReviewer Update
12 Feb 2021, 12:15 UPDATE (12 Feb):
After the unexpected email from Linex, I was skeptical of the legitimacy of SmartBuyGlasses. I understand now that Linex is part of the courier partner RPX.
Thanks to Caselyn for clarifying this.
However, my skepticism was only made worse by the unsolicited reviews I read (those without the "Invited" tag) which painted a more negative picture of SmartBuyGlasses.
I can say now that SmartBuyGlasses is legit in terms of its product offering.I received the glasses yesterday afternoon (Thurs, 11 Feb).
Product-wise, the glasses are really good quality and I'm impressed.They were well-packaged, came with what I assume are replacement lenses and they make use of recycled materials on some of the accessories. The lens cloth is made from recycled PET bottles, a detail I really like.
However, in terms of the service, I feel the delivery/import process has space for improvement.
Some things I think SmartBuyGlasses can improve on in this regard:
1. Make the customer aware of the process before the process. If I had received an email from SmartBuyGlasses.co.za informing me about the import and customs process for my specific order and letting me know that someone from their provider (Linex/RPX) would contact me on email regarding customs requirements, I wouldn't have been nearly as skeptical and my original review not as cynical...2. Align your communications to customers. The first email I received from Linex (Mon 8 Feb) stated my parcel was in the customs process at London Heathrow.But when I went to the RPX tracking site, the status had already been updated to say it was in transit to South Africa.
It was very confusing being asked for details to clear it at customs in one place when apparently it had already been shipped to the next. Which airport were the customs requirements for?3. Keep the customer accurately in the loop. After providing the details for the customs clearance on Tuesday (9 Feb), the Linex agent was quiet. So on Thursday morning (11 Feb), I checked the RPX tracker again. There, the newest update was from the morning before (Wed 10 Feb) and provided a Status of "Status" and a Description of "Custom Entry".
What's a custom entry? Did the parcel enter local customs then? Or is this a default input field that wasn't updated?
Only after I asked for clarification from the Linex agent was I made aware that it meant my parcel is out for delivery.4. Share the necessary data with parties involved in the delivery. If RPX/Linex are partner/co-businesses, why did an agent from one need details from me that were surely shared with the other?
To complete the customs process, Linex asked for my address (which was provided to SmartBuyGlasses to complete the order on their site) as well as the value of the item (priced by SmartBuyGlasses on their site).
If that first email from Linex requested confirmation of these "known" details (delivery address, item, item value) alongside new requests for unknowns like my ID number and cellphone number, it would've seemed far more legit from the get-go.
After the unexpected email from Linex, I was skeptical of the legitimacy of SmartBuyGlasses. I understand now that Linex is part of the courier partner RPX.
Thanks to Caselyn for clarifying this.
However, my skepticism was only made worse by the unsolicited reviews I read (those without the "Invited" tag) which painted a more negative picture of SmartBuyGlasses.
I can say now that SmartBuyGlasses is legit in terms of its product offering.I received the glasses yesterday afternoon (Thurs, 11 Feb).
Product-wise, the glasses are really good quality and I'm impressed.They were well-packaged, came with what I assume are replacement lenses and they make use of recycled materials on some of the accessories. The lens cloth is made from recycled PET bottles, a detail I really like.
However, in terms of the service, I feel the delivery/import process has space for improvement.
Some things I think SmartBuyGlasses can improve on in this regard:
1. Make the customer aware of the process before the process. If I had received an email from SmartBuyGlasses.co.za informing me about the import and customs process for my specific order and letting me know that someone from their provider (Linex/RPX) would contact me on email regarding customs requirements, I wouldn't have been nearly as skeptical and my original review not as cynical...2. Align your communications to customers. The first email I received from Linex (Mon 8 Feb) stated my parcel was in the customs process at London Heathrow.But when I went to the RPX tracking site, the status had already been updated to say it was in transit to South Africa.
It was very confusing being asked for details to clear it at customs in one place when apparently it had already been shipped to the next. Which airport were the customs requirements for?3. Keep the customer accurately in the loop. After providing the details for the customs clearance on Tuesday (9 Feb), the Linex agent was quiet. So on Thursday morning (11 Feb), I checked the RPX tracker again. There, the newest update was from the morning before (Wed 10 Feb) and provided a Status of "Status" and a Description of "Custom Entry".
What's a custom entry? Did the parcel enter local customs then? Or is this a default input field that wasn't updated?
Only after I asked for clarification from the Linex agent was I made aware that it meant my parcel is out for delivery.4. Share the necessary data with parties involved in the delivery. If RPX/Linex are partner/co-businesses, why did an agent from one need details from me that were surely shared with the other?
To complete the customs process, Linex asked for my address (which was provided to SmartBuyGlasses to complete the order on their site) as well as the value of the item (priced by SmartBuyGlasses on their site).
If that first email from Linex requested confirmation of these "known" details (delivery address, item, item value) alongside new requests for unknowns like my ID number and cellphone number, it would've seemed far more legit from the get-go.
's update12 Feb 2021, 12:15
Reviewer Update
UPDATE (12 Feb):
After the unexpected email from Linex, I was skeptical of the legitimacy of SmartBuyGlasses. I understand now that Linex is part of the courier partner RPX.
Thanks to Caselyn for clarifying this.
However, my skepticism was only made worse by the unsolicited reviews I read (those without the "Invited" tag) which painted a more negative picture of SmartBuyGlasses.
I can say now that SmartBuyGlasses is legit in terms of its product offering.I received the glasses yesterday afternoon (Thurs, 11 Feb).
Product-wise, the glasses are really good quality and I'm impressed.They were well-packaged, came with what I assume are replacement lenses and they make use of recycled materials on some of the accessories. The lens cloth is made from recycled PET bottles, a detail I really like.
However, in terms of the service, I feel the delivery/import process has space for improvement.
Some things I think SmartBuyGlasses can improve on in this regard:
1. Make the customer aware of the process before the process. If I had received an email from SmartBuyGlasses.co.za informing me about the import and customs process for my specific order and letting me know that someone from their provider (Linex/RPX) would contact me on email regarding customs requirements, I wouldn't have been nearly as skeptical and my original review not as cynical...2. Align your communications to customers. The first email I received from Linex (Mon 8 Feb) stated my parcel was in the customs process at London Heathrow.But when I went to the RPX tracking site, the status had already been updated to say it was in transit to South Africa.
It was very confusing being asked for details to clear it at customs in one place when apparently it had already been shipped to the next. Which airport were the customs requirements for?3. Keep the customer accurately in the loop. After providing the details for the customs clearance on Tuesday (9 Feb), the Linex agent was quiet. So on Thursday morning (11 Feb), I checked the RPX tracker again. There, the newest update was from the morning before (Wed 10 Feb) and provided a Status of "Status" and a Description of "Custom Entry".
What's a custom entry? Did the parcel enter local customs then? Or is this a default input field that wasn't updated?
Only after I asked for clarification from the Linex agent was I made aware that it meant my parcel is out for delivery.4. Share the necessary data with parties involved in the delivery. If RPX/Linex are partner/co-businesses, why did an agent from one need details from me that were surely shared with the other?
To complete the customs process, Linex asked for my address (which was provided to SmartBuyGlasses to complete the order on their site) as well as the value of the item (priced by SmartBuyGlasses on their site).
If that first email from Linex requested confirmation of these "known" details (delivery address, item, item value) alongside new requests for unknowns like my ID number and cellphone number, it would've seemed far more legit from the get-go.
After the unexpected email from Linex, I was skeptical of the legitimacy of SmartBuyGlasses. I understand now that Linex is part of the courier partner RPX.
Thanks to Caselyn for clarifying this.
However, my skepticism was only made worse by the unsolicited reviews I read (those without the "Invited" tag) which painted a more negative picture of SmartBuyGlasses.
I can say now that SmartBuyGlasses is legit in terms of its product offering.I received the glasses yesterday afternoon (Thurs, 11 Feb).
Product-wise, the glasses are really good quality and I'm impressed.They were well-packaged, came with what I assume are replacement lenses and they make use of recycled materials on some of the accessories. The lens cloth is made from recycled PET bottles, a detail I really like.
However, in terms of the service, I feel the delivery/import process has space for improvement.
Some things I think SmartBuyGlasses can improve on in this regard:
1. Make the customer aware of the process before the process. If I had received an email from SmartBuyGlasses.co.za informing me about the import and customs process for my specific order and letting me know that someone from their provider (Linex/RPX) would contact me on email regarding customs requirements, I wouldn't have been nearly as skeptical and my original review not as cynical...2. Align your communications to customers. The first email I received from Linex (Mon 8 Feb) stated my parcel was in the customs process at London Heathrow.But when I went to the RPX tracking site, the status had already been updated to say it was in transit to South Africa.
It was very confusing being asked for details to clear it at customs in one place when apparently it had already been shipped to the next. Which airport were the customs requirements for?3. Keep the customer accurately in the loop. After providing the details for the customs clearance on Tuesday (9 Feb), the Linex agent was quiet. So on Thursday morning (11 Feb), I checked the RPX tracker again. There, the newest update was from the morning before (Wed 10 Feb) and provided a Status of "Status" and a Description of "Custom Entry".
What's a custom entry? Did the parcel enter local customs then? Or is this a default input field that wasn't updated?
Only after I asked for clarification from the Linex agent was I made aware that it meant my parcel is out for delivery.4. Share the necessary data with parties involved in the delivery. If RPX/Linex are partner/co-businesses, why did an agent from one need details from me that were surely shared with the other?
To complete the customs process, Linex asked for my address (which was provided to SmartBuyGlasses to complete the order on their site) as well as the value of the item (priced by SmartBuyGlasses on their site).
If that first email from Linex requested confirmation of these "known" details (delivery address, item, item value) alongside new requests for unknowns like my ID number and cellphone number, it would've seemed far more legit from the get-go.