Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of ****** **** 2.0 glasses with high-index lenses in December 2024. I bought them during a sale for $275, though they normally retail for around $375.I've treated them with extreme care since owning them keeping them in a case when not in use, and only cleaning them gently using water and a clean microfiber cloth.Nevertheless, both lenses have accumulated numerous deep scratches in the 6 months I've owned them, and new ones continue to appear every time I clean them.I've worn glasses for nearly 30 years, and no previous pair has developed visible scratches just from gentle cleaning - even those from other online retailers using polycarbonate lenses.And Im not alone here: other customers have also reported the same durability issues with their Roka lenses (see the comments here: *****************************************************************************************************).I reached out to customer service asking for help, but the only resolution they offered was a 50% discount on a new pair of glasses.I don't think it's right to ask me to spend more money to resolve what is a fundamental quality issue with Roka's product. The anti-scratch coating Roka advertises must either be defective or far below standard. Either way, it's unacceptable, and any reasonable customer would expect a company to make it right when their product doesn't work as advertised. At minimum, I would expect a full refund on my order, or a replacement set of frames and lenses.

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of prescription glasses on the website ******** on Dec 2, 2024. Shortly after a few months, I received them (which took a lot longer than promised), of the lenses slipped out of the frame and it was difficult to put back in without the risk of damaging it. I first called Roka's number at their we to submit a warranty claim - in which they never answer, just reroute you to fill out a form online. I did (around early March 2025), but never got an answer or someone to reach out. I sent another email weeks later directly through their email to resubmit the claim. I sent them picture and description of what occurred (for the second time). They finally answer back saying they can't do anything except issue a credit for another pair of glasses because my frame was no longer available. I replied asking if they can just get them fixed. Never received an answer back. At this point, I just wanted a refund since I don't trust this company with their abnormally slow response or come through with any promises. There has still not been an answer or reply for weeks after after several follow-ups. I went through their online chat several times and no one ever answers. This is super shady. I have gone through Trustpilot and read this also happen to others often. I don't believe this company is honoring any warranty policies and the lack of any customer service response makes it very untrustworthy. I have also reported them to the ***.