LookerOnline Reviews 

Reply from LookerOnline

Updated Apr 18, 2025

Dear Aubrey,

We take accusations like this very seriously. All the products we sell, including Gucci eyewear, are 100% authentic and sourced from the official distributors. Suggesting otherwise is not only false, but potentially defamatory, and we kindly ask you to be mindful of such serious claims.

Regarding customs fees: as clearly explained on our website, U.S. customs apply duties to any shipment over $800. This is a regulation by U.S. authorities, not something we control. We always recommend that customers review these rules before placing high-value international orders.

Thank you,
The LookerOnline Team

Reply from LookerOnline

Apr 2, 2025

Hi Karl,

We're sorry to see your 1-star review, but let’s clarify a few important facts—both for you and for anyone reading this:

Your order was shipped promptly and correctly. The issue you're complaining about is not caused by us, but by standard UK customs regulations. As you live in the UK (which is outside the EU), customs duties and import charges are legally required by your country’s authorities on goods imported from abroad. This is not a hidden fee, nor is it something we profit from or control.

During the checkout process, you were clearly informed that duties are not included, and you even confirmed your understanding by ticking the checkbox before completing your purchase. We also clearly state this in our Shipping Policy, available at any time on our website.

To all our future customers reading this:
We operate transparently and honestly. If you're ordering from outside the EU (such as the UK), please be aware that your local customs office may apply import duties. These are not charged by us, and they are not hidden.

Thank you,
LookerOnline Support Team

Reply from LookerOnline

Updated Mar 31, 2025

Dear Vanessa,

We’re truly sorry to hear about your experience, and we understand how frustrating this must be. As we’ve previously communicated, we’ve been actively investigating this issue with FedEx. According to their records, your package was confirmed as delivered and signed for.

However, we want to help resolve this for you. Could you please double-check with anyone else at the delivery address or neighbors who might have accepted it on your behalf? If the package still can’t be located, we’d be happy to assist further—please reach out to our customer support team directly so we can explore all options.

We appreciate your patience and hope to get this sorted for you as soon as possible.

Best regards,
The LookerOnline Team

Reply from LookerOnline

Jan 22, 2025

Dear Pichayaporn Khemtong,

We are truly sorry to hear about your experience and deeply regret the delay in receiving your order. Unfortunately, the issue appears to be entirely due to a problem with FedEx, as the package seems to have encountered a delay on their side.

Please rest assured that we have already opened an investigation with FedEx to understand exactly what has happened with your shipment. We are working diligently to resolve this issue as quickly as possible and will update you immediately once we receive more information from their team.

In the unlikely event that the package cannot be located, we want to assure you that you will receive a full refund. You have nothing to worry about, and we truly appreciate your patience and understanding during this process.

Thank you for bringing this to our attention, and again, we sincerely apologize for the inconvenience caused.

Best regards,
The LookerOnline Team

Reply from LookerOnline

Updated Dec 13, 2024

Hi Paul,

We’ve seen your updated comment, and once again, we want to address the inaccuracies.

We have already provided you with clear and documented proof that:

1) The glasses we sent you are 100% authentic Gucci frames, sourced directly from Kering.
2) You received exactly the model you ordered in pristine condition.
3) We sent multiple emails with return instructions, offering you a full refund once the glasses are returned.

For readers: Paul’s claim that we didn’t send return instructions is completely false. We have email logs proving that instructions were sent multiple times. He chose not to follow them and instead resorted to abusive emails and defamatory comments across our platforms. His claim that the frames are fake is baseless, as he ordered the same model he already owns and admitted the issue is with fit—not authenticity.

Paul, we understand you’re frustrated, but this matter could have been resolved easily if you had simply followed the return instructions we provided. The glasses don’t fit? That’s fine. Send them back, and we’ll refund you in full, as we’ve said repeatedly.

However, defamatory accusations, insults, and dishonest public statements are unacceptable. Posting false claims or videos online doesn’t change the facts. If this continues, we will consider legal action to protect our reputation.

We’re still happy to resolve this once you return the glasses. The decision is yours.

Thank you,
Simone
Customer Service @ LookerOnline

Reply from LookerOnline

Nov 15, 2024

Dear Lisa,

We’re sorry to hear about your dissatisfaction. We would like to clarify that our return policy clearly states that shipping costs and customs fees are the customer’s responsibility, in compliance with European regulations.

All charges were fully documented with official DHL paperwork and communicated to you when you requested the return.

We strive for transparency and regret that this has not met your expectations.

Best regards,
Simone @ LookerOnline