After spending nearly $1,000 on a pair of Oliver Peoples glasses ($525 for the frame, plus prescription lenses), they arrived with what appeared to be a stripped hinge screw, leaving one arm noticeably loose. I brought them to this Oliver Peoples store, expecting they could at least inspect or attempt a simple repair. Instead, I was politely told there was nothing they could do because the glasses were purchased through the official Oliver Peoples online store. I explained that these were my only pair of glasses and asked if there was any solution, but was simply directed to contact online customer support because the retail stores and online store use different systems. That was extremely disappointing. For a premium brand, I would expect some level of in-store support for products purchased directly from the company’s own website, even if it meant a temporary repair or helping coordinate a warranty claim. Instead, I left with the same unusable glasses I walked in with. If Oliver Peoples is going to operate boutique retail stores, customers shouldn’t feel like they’re on their own simply because they purchased through the brand’s official website rather than in person. Highly recommend looking for frames from a glasses store that cares about their customers.
