OAKLEY — Local services in San Jose

I had one of the most frustrating customer experiences ever at the Oakley Valley Fair store (2855 Stevens Creek Blvd, Santa Clara). The staff here seriously lack professionalism and training.

An employee named RJ told me I had “an attitude” when I calmly brought up an obvious billing mistake — even though Oakley charged me an extra $523.93 for a product I had already returned! Another employee, Erick, completely mishandled the transaction, and I’ve spent hours trying to fix Oakley’s error.

I returned a pair of Oakley Meta Glasses in September, but instead of a refund, the return was processed as an exchange — yet I never received any exchanged item. Despite multiple follow-ups and emails to their store, I’ve received zero response.

It’s shocking that a so-called premium brand provides such low-end service and accountability. Saying “sorry” doesn’t cut it when you’ve lost over $500 of a customer’s money.

Oakley, train your staff — this level of carelessness is...

Donovan Spence was great in helping me find the right prescription glasses I needed. He was very knowledgeable and made sure I got all the bells and whistles for my new glasses. His customer service was over the top! His knowledge of all products was mind-blowing giving my husband and me great knowledge on some old sunglasses we currently have and use to this day that are considered antics that cost around $1,200. He interacted with my sons (11-year-old and 15-year-old) as well which was very nice to see. His customer service is very rare to see anymore and we (my whole family) really enjoyed our experience. So much so that we will be back to purchase my husband's and son's prescription glasses. He truly is an asset to your company and team. We need more people like him in the customer...

I remembered the Oakley customer service being welcoming and problem solving when it was located in Santana Row. My recent experience with the store and particularly the manager left me with a different take. I called to find out options on a broken piece of my glasses ( arm to my Holbrooks). The manager was uninterested, non problem solving and only wanted to direct me to customer service for a answer. It almost felt like he didnt have time or it was below him. Not the client service I have come to know at all, very robotic. I had to call the Great Mall location, and drive 30 minutes out of my way but was met will way better client service. I will not be shopping at the Valley Fair store not will I be recommending it to any...