ComplaintsforDel Sol, LC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau, I am writing to formally express my extreme dissatisfaction with Del Sol and their failure to honor their lifetime guarantee for sunglasses. As a travel industry professional and owner of a successful travel blog, I have been a loyal customer and advocate for Del Sol for several years. In the summer of 2022, I purchased two pairs of Del Sol sunglasses at a retail location in Cozumel, Mexico, at a price point exceeding $100 per pair. I relied on Del Sol’s advertised lifetime guarantee when making this purchase. Previous experiences utilizing the guarantee were positive, with replacement sunglasses of equal value promptly arriving in protective cases. However, in the summer of 2023, my experience with Del Sol’s customer service dramatically deteriorated. Despite multiple attempts to redeem the lifetime guarantee for replacement sunglasses, I encountered significant delays and difficulties. After filing a complaint with the Better Business Bureau, I eventually received replacement sunglasses. Unfortunately, the issues have persisted. In July 2024, I again attempted to utilize the lifetime guarantee, only to receive sunglasses of significantly lower quality and value. The sunglasses arrived damaged and without the requisite protective case or microfiber bag. Additionally, they lacked any identifier or guarantee number, preventing me from redeeming another replacement pair. Despite numerous attempts to contact Del Sol via email, phone, and social media, I have received no response. I am requesting that Del Sol promptly contact me to rectify this situation and provide two new pairs of sunglasses that match the quality and price point of my original purchase. I trust that you will take appropriate action to hold Del Sol accountable for their breach of warranty and substandard customer service.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought 3 products that are supposed to be money back 100% guarantee. I have attempted a refund multiple multiple times by email. The company keeps giving me different excuses and asking same questions that I’ve already answered. It is the biggest RUN AROUND that I have ever seen. Specifically, two bottles of nail polish and one charm are supposed to change colors in the sun. They DO NOT. I spent over $200 in their store and only asking for $46 refund. The amount for the 3 items that are falsely advertised.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Over the years I have purchased 3 pairs of Delsol sunglasses. a couple of years ago made a claim for King of the Road model and the process was as promised and I received a replacement. I also purchased PCH sunglasses and started trying to replace with the same model for several months. Each time I looked they did not have the PHC and most of the time they had no sunglasses. Based on the supply issues around the world and was ok to wait and keep looking at the web periodically. I even sent them an email with no responce. Today I looked again on the guarantee site and found sunglasses however not the PHC. I go on their general sales web page and they are selling this model (********). which is the same design I have and want. While I do appreciate the supply issue , they are not following their guarantee and providing replacement with the proper glassess

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  in 2017- i purchased sunglasses from del sol in hawaii on my honeymoon. I have used the guarantee before with no issues- this year its an issue. I tried my code and nothing appeared so after several weeks of not getting a selection- I called. This was after emailing with no response and no response to my facebook message. The rep determined my first code had $0 on it- she asked what I paid- so I told her $ about $70 from 2017 and I asked why she was asking. She then gives me a new code which only gives 8 choices and non of which were in my color palette (I purchase purple only). SHe then explained i was only eligible up to my purchase price from 2017. I told her that is not indicated on the website nor indicated on any paperwork we received. Nowhere did it say only up to orig purchase price. I have gotten replacements a few times since and never a problem. They do not indicate up to orig prices- the pair i bought 6 years ago is now listed on their site for $119. I want at least a replacement of my orig pair. I left a message for a manager 9/8 with no call back. When I mentioned the site does not indicate up to orig purchase price she said oh ok we will get that updated. Clearly they are not honoring what they state-i have uploaded from their site which does not reference capping a replacement to the purchase price

  Business response

  09/13/2023

  We have responded to this customer.  Unfortunately, the customer is not satisfied with a very reasonable proposed solution.  
  The customer believes that they are entitled to receive a product of higher value than the product that was originally purchased.  
  As the customer states, we have given them the option to select from 8 different styles within the price point of the style that she originally purchased.

  The policy states:  "Fill out a Solize™ redemption form to request a free replacement. You’ll need to enter your Guarantee Code, which is found on the Guarantee Card that came with your Solize™ eyewear. Once that’s submitted, you’ll be prompted to select your replacement pair and billing information.
  A small shipping and handling fee of $12 (USD) for domestic and $15 (USD) for international replacements must be included, but your new Solize™ should arrive in about two weeks (up to three weeks for international addresses). We can ship them anywhere in the world, so no matter where you are you can still redeem your Solize™ Lifetime Guarantee."
  

  A replacement is not trading up for a more expensive product.  However, we are willing for the customer to pay for the difference from the style of sunglasses that they originally bought and the new style they want, plus the $12 shipping and handling, and we can facilitate their request.

  Thank you.

  Customer response

  09/14/2023

  
  Complaint: ********
  
  I am rejecting this response because I purchased the good day sunshine so it makes no sense that'd I'd pay 60 extra plus the shipping when they doubled the price in 6 years. Why do they no tell people it's up to orig purchase price? Not acceptable since nowhere does it state up to original purchase price but they are only stating that's their policy. Does it not need to be communicated to buyers? I'd like good day sunshine as a replacement or I'd like proof of this policy.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In February of 2022 I purchased a pair of sunglasses for over $100 that came with a Solize lifetime guarantee. I was told if these glasses were either broken, lost or stolen they would be replaced with either the same pair or a pair of sunglasses of equal value. Shortly after wearing the glasses the lenses came out, so I went online to see about redeeming the guarantee and realized that the only options for a replacement were either women's or kids' glasses and to make matters worse the value of these replacement glasses was around $10 to $15 dollars which ironically enough is the price I would have to pay to have them shipped to me as per the "Guarantee". I tried emailing multiple times and was ignored each time. Would only receive the generic "we will get back to you shortly". Eventually I gave up trying. Now I need to replace these glasses because i can no longer just pop the lenses back in however when I try to use the code it asks me to choose a pair of replacement glasses however there isn't any glasses to choose. Again, I email them at the provide email address however I have gotten no response. This company is clearly not one to purchase from and they do NOT honor the guarantee even if you spent $100 on their glasses.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  in november of 22 i purchased 2 pairs of sunglasses from Del sol with a lifetime guarantee, i have gone to their guarantee site to get replacements and the glasses i purchased are not available options. when i customer service they said they have low inventory but it is updated frequently. non of the options are anything like the ones i purchased. i have 2 pairs of mens glasses and for one of them i only have womens options. when i go on their full site they have plenty of options i would be ok with. this is not a lifetime guarantee the way they have it now. i would just like exact replacements or if not available a replacement of equal or lessor value direct from their website.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased mens glasses for my husband with the guarantee to get a replacment if broken or damaged. i contacted the company and went through the process to get a replacement. Biggest problem is for replacments they only have womans glasses available. how does a business sell kids, womans and mens glasss with this warranty but no replacements. I contacted company directly and the rude woman at customer service told me that thats all they have for replacements and to keep checking back through the next few months... not days but months, seriously horrible customer service..not worth the money

  Business response

  07/19/2023

  We apologize for being stocked-out of some selections for the lifetime warranty redemption.  We will offer you any pair of sunglasses that your husband would like, regardless of the price category (which is normally the constraint, to only exchange in assigned price category). 

  Otherwise, as our representative, mentioned, we hope to be fully stocked in the coming months.  We understand the frustration with the inconvenience and appreciate your understanding.

  Thank you.

  Customer response

  07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Please provide me with information how to go about.  Again I appreciate your response
  Sincerely,
  
  *************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the Del Sol store in North Myrtle Beach at Barefoot Landing last summer. The store employee said if I buy a pair of glasses I get the Solarize guarantee and can pick the SAME glasses of one of equal value that I like if they are lost, stolen, or broken. She said the same goes for the online site if I buy on there. I bought a pair online that they also had in store. I used the code about over a month ago to get them replaced. When I put the code in all the glasses that come up are women’s except one cheap pair. I ordered men’s glasses not women’s. I don’t have any choices for glasses. And the ones I want are the ones I originally bought and are still in store. I have written to the company 3 times with no response but an auto generated we will get back to you but not answer. Their guarantee seems like a scam.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have repeatedly tried to contact del sol with no response back from them I tried calling got answering machine no human contact back also tried email no response again tried to file the return guarantee will not accept the numbers I have 4 different number for replacement none work eg 4RJXLJ4YYDU, DHUEDNHNDFTX ,NWW4XQ3PHU4W. ,DNWYQAAYCPH. In the past you were able to speak to a representative from the company I have had replacements in the past but now I have 2 sets of glasses that need replacement due to breakage I really like the glasses and would love to get replacements for them

  Business response

  02/07/2023

  This has been resolved to the customers satisfaction. Shell receive her replacements within the week. 

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have tried several times to get replacement glasses as per their lifetime guarantee. I have called tried to fill out the form on line and morning happens I cant even put the numbers in. They give you an email to contact but no response this is over a month now you used to be able too speak to some one but no one answers they defer you to the email address I filled out a survey form went to the web site but is seems they are no longer in business

  Business response

  02/08/2023

  We spoke with her on the phone.  She was sent 3 pair of replacement sunglasses at no cost to her and seemed very satisfied with the resolution when we finished speaking with her.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩