Charly Therapy Anmeldelser 

Très bonne expérience avec Charly Therapy ! J’ai eu un souci avec les verres de mes lunettes et le SAV a été super réactif. Ils m’ont proposé un remplacement directement, sans poser de questions et sans compliquer les choses.

Franchement, c’est agréable d’avoir un SAV aussi efficace. Merci à eux !

Unique, georgeous, stunning, absolutly love them

​I contacted Charly Therapy’s customer service to report a small defect found on the frame. The support was flawless, fast, and exceptionally kind: they immediately handled my request and arranged for a replacement pair to be sent. Even though I am still waiting to receive the new glasses, I am extremely satisfied with how everything was handled. I will definitely make more purchases from them in the future. A very trustworthy company and highly recommended!

Compré dos gafas, la primera me llegó en perfecto estado, la segunda me vino dos veces con defectos, en el tercer envío la recibí bien.
Puntos a favor: buena calidad- precio, las gafas son muy bonitas y hay un 20% de descuento en las segundas.
En relación al problema que tuve con el envío en todo momento te contestan y buscan una solución.
La atención al cliente es muy buena.
Puntos en contra: deben revisar bien lo que se envía, para evitar la llegada de artículos defectuosos.

I've bought several pairs of Charly Therapy sunglasses because I genuinely love their designs. Unfortunately, my experience of the actual durability — and subsequently their customer service — has been extremely disappointing.

Within less than a year, my Uma Sand became badly distorted through normal use. The hinges and arms are visibly misaligned and, when the glasses are placed on a flat surface, one side sits significantly higher than the other. I liked them so much that I actually bought another pair myself to replace them rather than complaining at the time.

My Gloria Black has also developed an alignment problem around the right hinge/arm, as well as a significant scratch to the lens.

I've uploaded photographs so that prospective customers can see the condition for themselves.

I contacted Charly Therapy with photographs and purchase information and asked them to consider the structural problems as a product quality and durability issue. They rejected the claim.

What concerns me most is the basis of that decision.

Their final response says the distortion *may* be compatible with pressure, handling, impact or intensive use, although they have not identified any evidence that the sunglasses were subjected to any of those things. Their position is essentially that because they cannot establish that the problems arose from manufacturing, they won't honour the warranty.

I specifically challenged this because Charly Therapy's own Terms and Conditions state that its products carry a three-year legal guarantee and that only where a defect appears after two years must the customer prove that the non-conformity existed when the product was delivered.

Spanish consumer law also provides a presumption, subject to statutory exceptions, that a lack of conformity appearing within the first two years existed at delivery. It expressly includes reasonable durability as part of product conformity.

I raised this directly with Charly Therapy. They reconsidered the claim and maintained their refusal.

I completely accept that accidental damage and ordinary wear are not manufacturing defects. What I don't accept is that significant hinge/frame distortion across two pairs within this timeframe should simply be attributed to unspecified things that *could* have happened during use, without evidence that they actually did.

I loved the styling enough to become a repeat customer, which makes this particularly disappointing. Based on my experience, I cannot recommend the durability of the products or the way my warranty complaint has been handled.

I have now referred the matter to the UK International Consumer Centre for independent assessment.

The photographs are attached so other customers can make their own judgement about the condition and durability.

Qualité déplorable ! Service retour à votre charge Breff à fuir !!!

Terrible quality.

Bought two pairs with the buy one get one half price offer. One pair broke 3 weeks after receiving them. I asked for a replacement as I liked them and was given a refund for the half price sunglasses instead. This means I'm not able to replace the faulty pair without paying double what I originally paid.

I've repeatedly asked for a code to allow me to repurchase at the half price offer but customer services took longer to respond to emails than the sunglasses lasted and were extremely unhelpful.

Had an excellent costumer experience and many of my friends asked me where did I get their new blue shades sunglasses. Overall very happy with the quality, service and variety ;) thank you!

Bonjour,

Une des branches de mes lunettes Emma a été décollée après deux mois d'utilisation (sans chute ni gestes brusques). Après avoir effectué une réclamation, j'ai reçu les mêmes lunettes de remplacement très rapidement de la part de Charly Therapy.
Je suis très satisfaite de ce geste. Merci beaucoup.
Catherine

Está semana fui a por un modelo que me gustó y salí con 4. Para mí y para mis hijas. Las tenemos solo tres días y bien. Diseños modernos y actuales. Rígidas pero ligeras.

Me abría llevado otras para mí. Creo que sería bueno tener una oferta para a partir de tres pares :-) " por pedir" ese momento no me decidí y llevarme 4 ya era demasiado para mí.

Las niñas super contentas.

¡Una experiencia excepcional! Quiero agradecer especialmente a Max por su increíble atención al cliente.

Además, la calidad y el diseño de las gafas son increíbles. Sin duda, recomiendo esta tienda a cualquiera que busque un producto excelente y un trato al cliente impecable. ¡Muchísimas gracias, Max!

J'ai acheté un model "Hanna" il y a pile 1 an chez un revendeur.
Je les trouve magnifiques. J'adore le style.
Malheureusement la qualité n'est pas eu rdv.
Les branches sont toutes oxydées... Et une partie du plastique sur le devant s'est cassé.
Je continue de les porter mais elles vont bientôt rendre l'âme...
Je suis vraiment déçue de la qualité qui fait vraiment bas de gamme.

Update: their réponse below is a LIE! These sunglasses were bought at full price and we got a second (also poor quality) pair for half price. I sent them the invoice as proof.

AVOID AVOID AVOID AVOID AVOID

Terrible product and customer service. I bought a pair of their heart sunglasses in a store in Morzine. After 1 month they broke and I assumed it was my fault so purchased another pair online. They also broke within 1 month in the same place when I was cleaning them. I contacted the company and they admitted that this design has a known defect.....yet they are still actively selling them.

They offered me a replacement or refund and I asked for a refund since the ones I like are defective. They refunded a 2nd pair I purchased at a 50% discounted rate instead of the broken pair I purchased at full price.

Absolute rip off, terrible customer service and defective product that they are knowingly still selling.

AVOID!

J'ai envoyé plusieurs e-mails pour un retour et je n'ai toujours pas de retour. Demain, ça fera 2 semaines que j'ai reçu ma commande.
Service client déplorable et email qui ne fonctionne même pas.

Me encanta esta marca, tienen una colección muy amplia y actual. Cada año vuelvo y encuentro las gafas perfectas para la temporada. En una ocasión tuve un problema con las gafas y me atendieron satisfactoriamente. Feliz verano!

La atención recibida por parte del personal ha sido impecable. Me ha solucionado un problema rápidamente y con mucha amabilidad.

j'ai acheté une paire il y a plus de 2 ans: magique! je l'ai fait mettre à ma vue; parfaite! mais j'ai perdu cette paire il y 1 mois. j'ai cherché sur le net et retrouvé la paire que je me suis empresser de commander, et j'ai prévenu mon opticien; tout allait bien: bon suivi de livraison avec UPS et je reste chez exprès pour la livraison. et grosse déception: aucune livraison, et le colis annoncé comme livré sur le suivi. je vous écrit donc 1, puis 2 mails sans aucune réponse, et je porte réclamation à UPS, qui répond que le colis est livré juste avec un document et sans aucune photo ni preuve de la livraison. je sui très décue de vos services et j'attend toujours une réponse et une prise en charge...
et j'ai été contacté: bonne prise en charge et renvoi de ma commande sans avoir à faire une réclamation. formidable! merci!

I really recommend this sunglasses brand. They have such amazing designs and the service is really good! Do not miss steping in one of their shops if you are in Barcelona!

Au bout d’un mois et 4 jours et apres avoir recontacté a deux reprises l’entreprise, j’apprends que mes 3 paires de lunettes sont bloquées à la douane et que je dois payer presque un quart du total de la commande en frais de douane…
J’espère recevoir les lunettes avant fin août!