I just now got offline with Zoe. She has helped me twice now with ordering glasses. I love my Matilda that she helped me with and now have ordered the Giovani sunglasses. Zoe is professional, kind, pa... See more
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I bought a pair of prescription glasses from Polette in autumn 2024. I was initially delighted with the cool frame (the Edmond View Black) and the great customer service I received.... See more
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I got a pair of quirky frames from polette many years ago after it was recommended to me by a friend and I’m so grateful! I constantly receive so many compliments on them! I’ve purchased many more sin... See more
Company replied
Very much thanks for the Polette support team, Camille, receive my email and give me immediately reply, help me inform Hongkong showroom to redirection my parcel sent to Shanghai showroom. In short ti... See more
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Company details
Written by the company
Opticien en ligne depuis 2011, polette dessine et produit montures + verres dès 30€ ! Découvrez plus de 2000 montures en ligne et personnalisez avec des verres solaires, unifocaux ou progressives de haute qualité.Visitez nos showrooms pour un test de vue gratuit. ---------------------------------------------- Online optician since 2011, polette designs and produces frames + lenses starting from €30! Discover more than 2,000 frames online and customize them with high-quality sun lenses, single vision or progressive lenses. Visit our showrooms for a free eye test.
Contact info
Paris, France
- customerservice@polette.com
- polette.com
4.2
Great
6K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 month
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I bought a pair of prescription glasses…
I bought a pair of prescription glasses from Polette in autumn 2024.
I was initially delighted with the cool frame (the Edmond View Black) and the great customer service I received.
A month ago however, a year and a half after purchase, the branch of the glasses fell off as I was picking them up to put them on. I was very surprised and dismayed at first, as I take a great care of my glasses.
I was however confident a repair would be offered after such a short time post-purchase.
I started feeling quite alarmed when it turned out very hard to receive a follow-up to my initial message on the chat service.
After insisting and sending pictures as evidence by email, I was told the damage didn’t correspond to a manufacturing defect and no repair would be offered.
According to local opticians, the damage is indeed“beyond repair”.
I have therefore spent £300 on a pair of prescription glasses that lasted 16 months.
To anyone considering an acquisition of these frames: just don’t.
They are not cheaper than prescription glasses from high street retailers, and if anything goes wrong, you’re on your own.
I will file a complaint, and I hope the testimonies of other customers on here will help.
June 3, 2026
Unprompted review
Reply from polette
Hello Muriel,
We understand how disappointing it must be to encounter an issue with your glasses after extended use. Upon review, our team assessed the damage based on the images provided and determined that it does not correspond to a manufacturing or hidden defect.
As outlined in our warranty policy, the 2-year warranty covers only manufacturing and hidden defects. It excludes any breakage or deterioration related to use, accidental damage, or general wear and tear. Given that the issue occurred approximately 16 months after purchase, this falls outside the scope of what is typically considered a latent defect, and aligns with standard practices across the optical industry.
We do regret that this outcome was not what you had hoped for, and we also acknowledge your concerns regarding the delay in communication, which is not the level of service we aim to provide.
If you would still like us to explore any possible commercial gesture or alternative solution, please feel free to reach out to us again—we would be glad to review your case further.
Kind regards,
Polette Team
Excellent Customer Service with ZOE
I just now got offline with Zoe. She has helped me twice now with ordering glasses. I love my Matilda that she helped me with and now have ordered the Giovani sunglasses. Zoe is professional, kind, patient, explains when I had many questions and spends all the time needed to make sure you get the excellent care and treatment in selecting your eyeglasses. Even though this is done all online with typing back and forth, she makes the process understandable, easy, and again her patience is incredible. I hope that you recognize her for doing her job superbly. Thanks again Zoe for your assistance twice. I will be ordering again with you!
July 7, 2026
Unprompted review
Reply from polette
Hello,
Thank you so much for taking the time to share this wonderful feedback! 😊
We are delighted to hear about your experience with Zoe and how she was able to assist you throughout your orders. We will make sure to share your kind words with her — she will certainly be happy to know that her patience, professionalism, and dedication made your experience easier and more enjoyable.
We are also thrilled to hear that you love your Matilda glasses and that you chose to order another pair with us, the Giovani sunglasses.
Thank you again for your trust and for your lovely message. We look forward to helping you again with your next pair of glasses!
The polette team
Still waiting for my eye glass the…
Still waiting for my eye glass the stuff from lee tung in wan chai told me the waiting estimated 2 to 6 days until now I dint receive
July 6, 2026
Unprompted review
Reply from polette
Hello,
Thank you for your message.
We understand your concern. Please note that the production time for our glasses is approximately 3 to 6 business days. Your order has already left our laboratory yesterday and should arrive at the showroom very soon.
You will be contacted as soon as your glasses are ready for collection.
Thank you for your patience and understanding.
The polette team
Good customer service
I had an issue with my order and Camille from customer service was very helpful. All in one I strongly recommend this shop
July 3, 2026
Unprompted review
Reply from polette
Hello,
Thank you very much for your kind feedback! 😊
We are delighted to hear that Camille was able to assist you and help resolve the issue with your order. We will be sure to share your compliments with her.
Thank you for your recommendation and for trusting us. We hope to welcome you again soon!
The polette team
Botched eye test led to headaches
I got an eye test at the store. The results were wrong, and the glasses gave me headaches for months.
The person who gave me the test was distracted and barely paid attention to me. He also insisted that he use my own phone to place the order (instead of the store's computer), which I was uncomfortable with. You shouldn't be handling a customer's unlocked phone to place orders.
The botched eye test caused months of severe headaches and several medical bills.
Meanwhile, the quality of the glasses I received was very poor, and the handles kept falling off and had to be re-attached again and again.
November 28, 2025
Unprompted review
Reply from polette
Hello,
We are sincerely sorry to hear about your experience.
After checking, we can confirm that we were not contacted beforehand regarding these issues, and we are unable to identify your order based on the information provided in your message. Unfortunately, this prevents us from properly reviewing your situation.
In order to understand what happened and provide you with an appropriate solution, could you please contact us directly at the following email address: serviceclient@polette.com ?
Our team will then be able to review your case in detail and get back to you as soon as possible.
We remain at your disposal.
Kind regards,
I feel defrauded - cheap plastic, unusable lenses, and "Paris" branding that ships from China
If you are ordering from Polette because you think you are supporting a European supply chain, think again. While the initial order process was simple, the actual product and logistics make me feel completely defrauded by their marketing.
Polette heavily pushes a "designed in Paris" image, but the tracking reveals a different reality. I placed my order on May 25th, and it spent days crawling through 6 different shipping hubs across China before flying to Spain, then took a full week just to get across the border to Portugal. The French branding feels like a deceptive storefront wrapper for standard Chinese manufacturing.
To make matters worse, the actual product is terrible. The frames feel like cheap, low-quality plastic. Most importantly, the lenses are entirely unusable—I cannot focus on anything in front of me, regardless of distance or size.
No money was saved here, as I now have to spend more money elsewhere to get proper glasses. I have reached out to customer support and am demanding a full refund and their immediate answer was a refusal for any kind of reparation, releasing themselves of any kind of responsibility, even invoking that according to company's policies they would not do a thing. Only when I reminded them that according to EU regulations I'm entitled to a refund or substitution, they changed their speech. Do not be fooled by the Parisian branding, you'll end up with a Chinese headache.
June 16, 2026
Unprompted review
Reply from polette
We are not used to hiding the fact that our frames are manufactured in China throughout our 15 years of existence. On the contrary, we tend to state it clearly and openly.
Regarding the frame received, we are sorry that it does not meet your expectations. As for the lenses, we have already provided a solution and taken care of their remanufacturing to address the issue.
We remain at your disposal for any further assistance.
Poor build quality, insufficient guarantee
I've had a pair of polette glasses for barely over a year, and the arm broke off without any major impact or anything. It looks like a poorly soldered connection. Their team confirmed that it is a manufacturing defect as they offered me a credit for new frames (but only 60€). They said their guarantee only covers the defective part...so the lenses aren't included. They no longer sell that frame, so I would also have to pay for new lenses. I had originally paid 129€, so a 60€ credit is not helpful. If their build quality is this unreliable they should have a more generous replacement policy.
June 15, 2026
Unprompted review
Reply from polette
Thank you for sharing your experience.
We are sorry to hear about the issue encountered with your frame. After inspection by our team, a manufacturing defect was identified, which is why a credit was offered in line with our warranty policy, which covers the defective frame component.
As the lenses were made specifically to your prescription and are not impacted by the defect, they are not included in the warranty coverage. In addition, as this model is no longer in production, we are unfortunately unable to provide an identical replacement frame.
We understand your frustration regarding the proposed credit value and your feedback about our policy has been noted and will be shared with the relevant teams.
defective lens, scartch, and not our problem
purchased their Finn frame with progressive lenses in person from their showroom in Los Angeles Farmers Market. The showroom is now closed. I was told that the lenses come with scratch proof coating as standard. in total, paid $217 for the pair ($60 frame / $100 lens / $50 'premium progressive' / $7 shipping & handling). My job is behind computer but suddenly realized weird scratches on the left lens. Contacted their customer service through messaging but they noted that you have 'misused' your glasses and this is not a defective product so no luck. This is not my first pair of glasses, although 1st pair from Polette. So, not sure what misuse means. It is clearly a defective coating or no coating at all that the lens is scratched this easily. Again I have been wearing glasses for all my life (45+ years) and never knew you can misuse by wearing your glasses.
June 8, 2026
Unprompted review
Reply from polette
Thank you for your feedback.
The anti-scratch treatment is a thin varnish layer applied as a finishing coating on the lens to help protect it from scratches over time. However, it does not make the lens completely scratch-proof. If an abrasive object comes into contact with the surface, or if there is repeated friction with a harder material, it is possible for the coating to be worn through, which can lead to the appearance of micro-scratches.
Perfect service by the crew
Perfect service by the crew! Glasses to be tested but they look good.
June 4, 2026
Unprompted review
Reply from polette
Thank you very much for your feedback!
We’re glad to hear that you are fully satisfied with our service. We hope your glasses will also fully meet your expectations once you’ve had the chance to test them.
Please don’t hesitate to reach out if you need anything — we’re always here to help.
I have been a loyal Polette customer…
I have been a loyal Polette customer for several years. Unfortunately, my recent experience has left me with no choice but to share it publicly.
A lens on my glasses cracked while I was simply removing them from their case and making a minor adjustment — no impact, no force, no unusual handling. I reported this to Polette with photos and a clear account of what happened.
Despite this, Polette declined to treat the damage as a manufacturing defect, offering only a 20% discount on a full new pair (€180.80) — not on a single lens replacement, which they refused to consider. When I pointed out that under EU consumer law a defect appearing within 12 months of purchase is presumed to have existed at delivery, and that the burden of proof lies with the seller, they maintained their position.
After several rounds of correspondence, they ultimately withdrew even the replacement option they had initially discussed, leaving me with no remedy whatsoever.
I have now filed a complaint with the European Consumer Centre (ECC-Net) for cross-border consumer disputes.
The glasses themselves were fine. The customer service, however, and the disregard for basic EU consumer rights, was not. Buyer beware.
June 3, 2026
Unprompted review
Reply from polette
After analysis of your frame and lens, we have determined that the issue is neither related to a manufacturing defect nor to a hidden fault.
Indeed, this incident occurred 9 months after you received your frame, which does not support the assumption of an original defect.
Furthermore, as your frame is no longer in stock, we are unfortunately unable to proceed with a new lens production.
However, as a goodwill gesture, we have offered you a commercial discount to be used on a future order.
WE LOVE POLETTE
I have been buying all my glasses at Polette know. I am a big fan!!! Love your collections and your prices. Your staff in Antwerp is wonderful, always friendly, helpfull with a lot of patience. Keep up the good work and thank you for being there.
May 30, 2026
Unprompted review
Reply from polette
Thank you so much for your amazing feedback!
We’re truly delighted to hear that you’ve chosen polette for all your glasses and that you’re such a big fan of our collections and prices. Your kind words about our team in Antwerp mean a lot — we’re especially happy to know they’ve been friendly, helpful, and patient throughout your visits.
Your support and trust are incredibly valuable to us. We’ll be sure to share your message with the team — it will make their day!
Thank you for being part of the polette community, and we look forward to seeing you again soon
Great service
Great service, fast and made my glasses feel as good as new!!
Nice staff and a pretty store :D
May 21, 2026
Unprompted review
Reply from polette
Thank you so much for your kind review!
We're delighted to hear that you were happy with both the service and the repair of your glasses. It's wonderful to know that they feel as good as new again!
We also truly appreciate your compliments about our team and our store. We look forward to welcoming you back soon.
Kind regards,
The polette Team
Excellent value for money
Excellent service, very affordable and great value for money glasses 👌
May 8, 2026
Unprompted review
Reply from polette
Hello,
Thank you very much for your wonderful review!
We're delighted to hear that you were pleased with our service and found our glasses to offer great value for money. Making quality eyewear accessible and affordable is at the heart of what we do, so your feedback means a lot to us.
We look forward to helping you again in the future!
Kind regards,
The polette Team
My glasses are fantastic!
My glasses are fantastic!! I had trouble tracking my package and getting updates on suspected delivery date. I emailed them and they got to me right away with expected delivery date- and my order arrived 2 days early.
May 16, 2026
Unprompted review
Reply from polette
Hello,
Thank you very much for your wonderful feedback.
We are delighted to hear that you love your glasses and that our team was able to assist you quickly regarding the tracking of your package. It’s also great to know that your order arrived earlier than expected.
Thank you for your trust and kind message .
Have a wonderful day,
The polette Team
Costumer service is on another level
Costumer service is on another level. Helpfull, friendly and fair. If you need glasses, get them there!
May 14, 2026
Unprompted review
Reply from polette
Hello,
Thank you very much for your enthusiastic feedback !
We are delighted to hear that you appreciate the quality of our customer service. Your satisfaction is our priority, and your message is a wonderful reward for the entire team at.
Thank you for your trust and recommendation.
Have a wonderful day,
The polette Team
Reply from polette
Hello,
Thank you very much for your feedback !
We are delighted to hear that you are satisfied with our service, and we sincerely thank you for your recommendation.
Have a wonderful day,
The polette Team
if I could leave 0 stars I would
if I could leave 0 stars I would
purely for the attitude of their staff in the corporate office.
regarding their produts themselves - the selection may have cool crossovers but with a long "manufacturing period" (read, slow shipping from across the border) there is no wonder why people are choosing other brands at this price point.
hire people with a better attitude and a smile on their face
April 16, 2026
Unprompted review
Reply from polette
Hello Ariana,
thank you for your message and I am sorry to hear that your experience was a negative one and we would like to hear more about the issues encountered. May we ask you to reach out to us on ronny@polette.com and I would be happy to give you a call as well to understand what triggered the review.
Looking forward to hearing from you at your convenience.
Kind regards,
The polette team.
I ordered a case for the glasses online…
I ordered a case for the glasses online (together with 2 glasses with prescription) and it arrived broken inside.
May 2, 2026
Unprompted review
Reply from polette
Hello Carolina,
Thank you for your message, and we’re sorry to hear that the case arrived damaged.
This is not the experience we aim to provide. We invite you to contact our customer service team with your order number and a photo of the damaged case so we can quickly review the issue and arrange a suitable solution.
Thank you for your understanding, and we remain at your disposal.
Kind regards,
The polette team.
Overall very friendly staff
Overall very friendly staff, but I didn’t know the manufacturer is in china and it takes 1 month to be assembled and delivered. I would have reconsidered if I knew
April 27, 2026
Unprompted review
Reply from polette
Dear Judith,
Thank you for your feedback. We’re glad to hear that you had a positive experience with our team.
We also appreciate your comment regarding transparency on production and delivery times, and we do not hide the fact that our production plant is indeed in China. Our glasses are indeed assembled in our production facilities, which allows us to offer accessible pricing and our standard delivery is between 12 to 16 working days as mentioned on our website.
Thank you again for sharing your experience.
Kind regards,
The polette team.
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