ROKAReviews of roka.com

The pins have come loose on the stems of 3 frames of the same model of sunglasses. A well-established local optical shop stated they'd never seen pins like this and could not fix them. On each of the 3 times this happened and I contacted Roka, the customer service rep asked me to remove the lenses & to ship the sunglasses back. They'd send new frames with instructions on popping the old lenses back in. And each time, the reps state they have no idea why the pins keep loosening from the frame. The pins are now coming out on this 4th pair.

**Overpriced sunglasses backed by disappointing customer service.** I expected much better from a premium brand like ROKA. The sunglasses themselves are expensive, but what really disappointed me was the way they handled a known weak point in the design. The nose pieces on my Falcon sunglasses fell off. This wasn't because the rubber deteriorated through wear and tear—it was because the attachment design allows them to detach and get lost. Once they fall off, they're almost impossible to recover. I contacted ROKA expecting them to stand behind their product. Instead, I was told that although their 1,000-day warranty covers nose pads for premature deterioration, it does not cover them once they're lost, regardless of the reason. In other words, if a design flaw causes the part to fall off and disappear, you're expected to buy replacements yourself. The irony is that ROKA promotes the nose pads as being replaceable for maintenance, but if the design makes them prone to falling off during normal use, that's a design issue—not routine maintenance. I wasn't asking for a new pair of sunglasses—just replacement nose pads for an expensive product that failed because of its design. For the price ROKA charges, I expected better engineering and far better customer support. Unfortunately, this experience has made me lose confidence in the brand, and I wouldn't purchase from ROKA again.

The wetsuit tore on its second use—I didn’t even get the chance to swim in it again. It ripped while I was carefully putting it on, using the provided gloves and following proper technique, pulling and adjusting with care. Based on this, it strongly appears to be a manufacturing defect. However, after submitting photos, my claim was immediately denied. The damage was labeled a “nail puncture,” despite my explanation that I took all the necessary precautions while putting it on. There was no real effort to investigate further or consider the possibility of a product issue. I’m extremely disappointed. I had high expectations for this wetsuit, but I’m even more disappointed in the customer service experience. A “2-year warranty” is advertised, yet it seems to be applied selectively and conveniently when issues arise. To my fellow athletes: I would strongly encourage you to think twice before investing in a premium product if both material quality and customer support fall short of expectations.

This is my second attempt to leave a review. The review system itself is frustrating.The sunglasses arrived a full week early, which got me excited. Unfortunately, it was obvious why: there was zero quality control. The right lens prescription is completely wrong. Things 4 feet away looked like they were 2 feet away — it was so distorted I felt like I was going to fall over.Extremely disappointed. You wasted my time and forced me to deal with a painful return process (running to UPS and the post office) because of a mistake on your end. 100% not worth it.

Recently purchased my second pair of eye glasses, the Rory 2.0 XL clear frames. I only purchased the frames because I us my own eye Dr. to put the lenses I need in. After just one week of ownership, they broke on the left temple side. I realize things break, but this also happened to the first pair I bought. Same eye glasses but different color frame. They broke on the nose piece. With all that being said, customer service is terrible. Through email communication their customer service representative Royce told me that my particular frames were out of stock. They would not be available until June. This all took place March 15th. I had told him to notify me when they became available. Nope, he said that I could respond back to the same email in June to see if they were available. Well to my surprise, I got online today April 5th. And they are back in stock. If this was my company, I would have set up a notify alert when the glasses became available. I do not recommend this company solely based on their terrible customer service!

I ordered a pair of XL Barton 2.0 eyeglasses with prescription lenses. During checkout on their website, I was upsold the Barton Clip-ons for an additional $85. Shipping was late, and the tracking never updated, and support was not helpful when I inquired about that. With that said, the items did arrive, but there was an issue. The Clip-ons, that THEY upsold me, don't actually fit the glasses that I purchased. So not only is their website wrong to upsell them, but the people shipping my package completely ignored the fact that the clip-ons they were including, don't match the glasses that were assembled and purchased. On top of that, when I reached out to support via email, they said they'd make a "one time exception" for a return fee for me, even though it was their screw up. However, when I went to go file the return on the website, I got a 404 page... meanwhile, the person who answered my email, Royce, could have easily made it right and sent me the return slip in his email reply. They screwed up, and want me to go out of MY way to fix it? Just crappy customer service all-around. The crazy thing is, I like the glasses, and I was going to buy two more pairs in different colors once I figured out if I liked them or not, so they are losing out on another $1000 for their lack of basic customer service effort.

They broke first thing when I tried to fit them and when you touch them they feel stiff

Shocking customer service, said they could not cancel and order even though it had literally just been placed and no where near despatched. They just want to make money on returns and postage, would not use again, bags ok but very expensive for what they are and very expensive postage!