We publish everything, including the complaints. A wall of five stars tells you nothing.
“Third pair from RIM. The first is four years old, still tight at the hinge, still in the catalogue — which is the whole point. I can replace lenses instead of the whole frame.”
“The titanium Halden weighs nothing. I wear them fourteen hours a day and I have stopped getting the dent behind my ears.”
“Progressives took three weeks to get used to and I nearly sent them back. Support talked me through it instead of just refunding, which I resented at the time and appreciate now.”
“Ordered three frames on trial, kept one, posted two back with the label in the box. No forms, no arguing. Refund was there in two days.”
“Colour of the Bryne acetate is deeper in person than on screen — I liked it more, but someone else might not. Photos could be truer.”
“Sat on mine in a taxi. Sent a photo expecting an argument, got a repaired pair back in nine days at no charge.”
Three-star reviews get read twice as long as five-star ones. Someone deciding on a €400 frame wants to know what goes wrong and what happens next — hiding it only sends them to a forum where we cannot answer.
Photographs are now shot in daylight after too many notes about colour. Progressive orders come with a printed adaptation guide. And the return label goes in every box, because asking for one was the most common complaint we had.