I had bought a $300 pair of Maui Jim sunglasses. The lens got scratched and needed replacement. Shipped it to Maui Jim in Illinois (had to pay $60 for the repair). They shipped it back to me, and I noticed there was a scratch on the new lens. Had it shipped back to them. Their repair man tells me he can’t find the scratch. Now I know the techs aren’t worth their weight. The scratch is hard to see, but it can be seen at the right angle, and I am 100% dead sure there was a scratch on the new lens they shipped me.
I had no choice but to have them ship it back to me as it was, scratch and all.
But… the package gets lost. I notify Maui Jim. The tech takes a week to get back to me. He transfers me to customer service, they tell me it’s going to take 5 to 10 working days to resolve the missing package. After a week, I call them back, they tell me I have to file a lost package claim with USPS.
I file the claim, and Maui Jim says they’ll ship me a replacement eyewear out the next day. The next day I get a call telling me that my pair is no longer in stock. They have to mail me a gift card for $300 valid at Maui Jim’s website only. Then I realize that I have to pay sales tax (again) on my purchase. This isn’t right. Now I’ll be out an extra $30 because of sales tax.
Not only did the tech miss the scratch, I had to wait approx 3 weeks, then create a case w/ USPS and now.. I’ll be out another $30 on sales tax.
Most eyewear companies are very liberal with their customer service. Eyewear is a fashion item and the markups are profitable. The fact that Maui Jim made me go through so many hoops to finally end up w/ a gift card is unfair. I’m also out the original $60 I paid for the repair. So basically $90 im out.
They have silly Hawaiian music on hold too. Their whole Hawaiian theme is silly. Their office is in Peoria Illinois.