GENTLE MONSTER Reviews 

Terrible customer service. They don’t respond to emails, so by the time you finally get any assistance, the return window has already passed. On top of that, the return shipping costs around €200, while the glasses themselves cost cca €250, which is absolutely unreasonable. A return policy is meaningless if customer support is unresponsive and the return costs are almost as much as the product. I expected much better from a premium brand.
Never buying from them again and you shouldn’t either!!!

Useless customer service. Had tried to contact them multiple times to exchange a pair of sunglasses that I bought as a gift. Took close to a week to get to my place and then just fell outside the 14 day returns policy. Had no lenience when it came to trying to return and just gave an automated response

I have the Gentle Monster Chameleon sunglasses, and they are the absolute worst quality sunglasses I've ever had. I got them in 2019, but trustpilot doesn't go that far back.

Customer service is the worst I have experienced. This company is a complete disappointment. Due to their own error, providing incorrect or insufficient shipping information (IOR)—my package never even made it to me. Instead of owning up to the issue, they offered a refund, which I explicitly declined, requesting a proper replacement for the product I never received.

Since then? Silence. They’ve completely stopped responding. No updates. No resolution. Just vanished, as if ignoring the problem will make it go away.

So now I’m left without the product, without a refund, and without a single response. This is not just poor service, it’s dishonest and irresponsible.

Do not trust this company. They do not stand by their own mistakes, and once you’ve paid, you’re on your own. There are plenty of other businesses that actually value their customers, this is not one of them.

Fraudulent company!! I returned the item 1.5 months ago and followed their instructions with tracking. They take ages to reply to emails. They then asked me to confirm the tracking number twice with no refund. Horrible!

Very poor service with delivery if you order online here in Australia. Also the new 2025 stage performance video with alien eye looking sunglasses are creepy as hell.

I tried their glasses at the Las Vegas store/ love at first sight. These glasses are so comfy and looked great. At the cash register they told me I can’t buy them bc they are out of stock there and I can order online- they gave me the model number. I ordered a pair within 5 minutes. I could not wait to receive these. They arrived last night, Jan 8. When I opened the box, the pair that was shipped was the cheapest pc of crap I ever tried on. Styles is the same but all else is different. The size was so different that this pair did not even fit my husband who has a sizable size head. This is a scam. Good stuff at the store but they ship some cheap stuff. Now I have to wait for them to approve my return. I literally sent back lass than 24 from receiving. Scam.

I'm incredibly frustrated with my experience at Gentle Monster. I brought my GM Tega sunglasses to the store for repair. After GM sent the repaired sunglasses back via FedEx, they were never delivered to me.

I've reported this issue to FedEx and tried to contact Gentle Monster multiple times over the past nine weeks through their website, but no one has ever gotten back to me. FedEx has closed the case, saying they can't help and suggested I contact the shipper. When I did, I was told GM can't do anything either. It would have been more honest to tell me this upfront instead of making me chase for an answer for the past 2 months.

The sunglasses were not cheap + an additional $60 for the repair, you would think GM would have had some sort of insurance on it. Your customer service is severely lacking, especially given your price point.

I strongly advise avoiding this place if you value customer support. I'd give it 0 stars if I could.

Horrible system and customer service.

The site is unstable and if the system makes an error, they DO NOT take responsibility for this. The customer loses money for an order that was incomplete (money was withdrawn and no package comes) but Gentle Monster refuses to make refund and asks customer to deal with the bank. The audacity...

Stop focusing on marketing and set your priorities straight!!!

Do NOT buy Gentle Monster... After I purchased their sunglasses they requested me to send them photos of my ID and credit card front and back (!) this was AFTER the check out and after they billed my credit card!!
Then they sent me an email informing me that if I dont provide the above, they will cancel the deal and I will get my money back in 10 days, because they already billed me!
Buy yourself sunglasses from a reputable brand.

Had to pay a lot of taxes

Do not shop here! Like the previous review said the site does not ship out orders and takes no care of the customer! My order did not get delivered even though a signature is required and the site did not provide a response!

This is a black shop ！！！This Gentle Monster American website is rubbish！！！

I have a complaint to make！！！

The reason is as follows: I placed an order on the American official website of Gentle Monster on February 26, 2020. As I could not send the glasses to the forwarding company's address, I sent them to Uniqlo in the United States.
I have emailed Gentle Monster and Uniqlo many times. Uniqlo has always replied that they did not receive the glasses.
Because the American Uniqlo did not receive the glasses, I asked Gentle Monster, and Gentle Monster asked me to find the American Uniqlo. The two companies have been pushing and pushing, so far I have not received the goods nor the money.
This optician shop is a fraud company！！！！！！！！