Gentle Monster Costa Mesa — Attraction in Costa Mesa

The quality of sunglasses is horrible. When I wore it brand new without touching, it would suddenly drop off because of the loss of screw on onside. I bought it back to the store and they replaced a different color screw for me. Then after two weeks it was occurring again on another side. My mom helped me bring it back to the store again. This time they said it would send to the Lab for repair for free because it is under one year warranty and would notify me by email. It sounds they don’t have own repair person and sent it out the independent contractor. I did not get any information back after one month. Today I called and quickly I got email for payment $56. I am so surprised in the store they said it’s free and now they had my glasses over one month and asked me for products service. I won’t pay for this defective products. I’m so disappointed with this brand and also their customer service. Just also warning other clients don’t give them your defective glasses back to them. They lied to you about warranty. They hold your glasses for a long period of time and ask for money before...

I love this company and has always been a really big supporter but today I went in to exchange my sunglasses but the worker Daniel told me i wasn’t able to exchange or get a refund because the sunglass wasn’t up to quality and said there was some scratches, then he starts cleaning it and told me it was dirty and I can just have it back no need to return or exchange and asked me why I wanted to return. I simply told him I wanted a exchange for another pair same price and he told me again he can’t because of scratches which he keeps going back and forth on, I asked if I can talk to the manager because I was told I can get a refund or exchange within 14 days, he told me the manager wasn’t here and he went to the back and said he can give me a exchange. I am really disappointed in the customer...

I've been to this location a handful of times over the past week and have had such a great experience. Even though I visited multiple times the staff (Kate, Daniel and Isaac) have been so incredibly helpful and knowledgeable. Going into the back room multiple times to find requested frames that were not on display, and giving suggestions on other frames.

The optometrist was incredibly helpful in explaining more about the process. How to care for the glasses and where to go in to the event that I need service but am not near a gentle monster store.

Really glad that I am relatively close to a store and looking forward to purchasing more frames...