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1.8 20 Reviews

Maui Jim Complaints Summary

4 Resolved
16 Unresolved
Our verdict: When using services from Maui Jim with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Maui Jim reviews & complaints 20

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12:14 pm EDT
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Maui Jim Maui Jim sunglasses with defective lenses.

I purchased these after Oakley sold out, these were recommended by clerk at Sunglass Hut. I paid $220 for them. I was traveling a lot back then. My very first day of use at the beach in Ecuador the lenses smeared. I tried properly cleaning them to no avail, they are unusable. Upon returning briefly to the States I went to the place of purchase with receipt. They said I must mail them to MJ and wait. I had a return flight in 2 weeks back to Ecuador (there is no post in Ecuador). So I purchased another brand for 1/4 the cost that work just fine at the beach. The MJ's have been in a drawer ever since. I finally decided to email MJ to see what they could do. Haven't heard a peep back.

AVOID THIS BRAND OF SUNGLASSES and save your money. Poor customer service.

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5:45 pm EDT

Maui Jim LOCAL KINE SKU: HT810-54C, Purchase Date: September 2020

Repair Notes: Please evaluate lenses and call customer. He can't keep these clean. W000743525

I bought these glasses in Sep. of 2020. I could never get them cleaned. they seem to have a a film on them all of the time. I called and they said to send them back. MJ sent me a lable for FedEX and I put the glasses in the case that they came in and the cardboard they were shipped in and send them via FedEx. FedEx says that the glasses were damaged and that there was no content in the box. so now i am just out of a pair of glasses. MJ says they did not receive them so nothing they can do for me SOL. If it were me, I would just send the customer another pair of glasses and have a customer for life, instead, they turned there cheek and would rather I write this crappy reveiw.

Desired outcome: NEW Glasses would be great! The glasses were certainly defective.

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11:03 am EDT
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Maui Jim Light weight foldable glasses

I haven’t been purchasing glasses from Maui Jim for about 25 years. I’ve had multiple glasses that have had manufactures defect that Maui Jim has taken care of. I have a pair that I had purchased years ago they have fixed them before and sent me a new pair. The same thing happened to the new pair and now they are saying they will not repair them unless I pay for it. It is plainly a manufactures defect. If this is the way Maui Jim is going to put a product out and expect the consumer to pay for their poor product I will not buy a product from them again.

Desired outcome: It is plainly a manufactures defect. If this is the way Maui Jim is going to put a product out and expect the consumer to pay for their poor product I will not buy a product from them again.

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5:59 am EDT

Maui Jim maui jim quality control and engineering is poor

My lenses have Fractures around the screws. When I contacted maui jim they made mendacious coments about their responsibility. Customer service is poor and quality control of production is POOR. DO NOT DO BUSINESS WITH MAUI JIM!

Desired outcome: Replacement

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Update by BobbyFarr
Jun 30, 2022 8:22 am EDT

Spidering around the screws in the lenses

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2:41 pm EST

Maui Jim MJ Sport that I had repaired by Maui Jim

I dropped my Maui Jim sunglasses bought at Macy’s Florida and sent them to Maui Jim for a repair. I dropped them and had something wrong with one of the lens’s. That was my fault. Now both lenses are cracked on both sides, the nose bridge and the ears. That is 4 cracks. I can not believe that this is my fault. Please replace my favorite sunglasses. Lighthouse PC-BG US Pat 7717557 CE

Maui Mj [protected].

Desired outcome: Replacement of my favorite Sunglasses

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5:05 pm EST

Maui Jim Prescription Frames

I had purchased new prescription frames from my local optician in December 2020. I've since sent them back twice as the hinge came apart (once each on both sides). They just broke again this morning (same flaw). I splurged on these frames and while I'll probably try to get them fixed (again), I can't really trust going anywhere if they are just going to fall apart again. I've worn glasses for over 40 years and have never run into a problem as bad as this

Desired outcome: Replacement frames (in lieu of repair)

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9:34 pm EDT

Maui Jim lens coating

the lens coating on my MJ sunglasses is sub-standard. does not hold up. it is streaky and will not clear up. almost like it is gone?
going back to serengetii or zeiss but keeping the MJ's around to demonstrate to others how poor they are.

Desired outcome: return for improved coating?

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5:02 am EDT

Maui Jim Oli oli

Hi I spoke to Jessica she was really helpful ... in repairs I not happy with my sunglasses as they are so tight on my nose & head Leave a red mark.
I have returned them to sunglasses hut several times in which they stretch & pulled them there is no difference They Said to contact Maui Jim
My contact number is [protected]
Myself & my husband have always purchased these suns glasses so would be happy if we are looked after
Thankyou kindly

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3:28 am EDT

Maui Jim Sunglasses

The screw that connects the lens and the nose bridge is very weak. It failed twice on two pairs of Maui Jim sunglasses that I have owned. This is a pour and weak design

Desired outcome: Repaired

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7:01 am EST

Maui Jim Sunglasses

Two pair and both broke at same place. The screw that holds the nose bridge in place gets loose. Tightening it doesn't work! The screw strips and then they are unusable

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11:01 am EST

Maui Jim lens corrosion

Bought the maui jim makawao and have loved them excerpt went swimming in a pool in hawaii and my lens corroded! Was a saltwater pool, just like I was swimming in the ocean. Mj has not been cooperative to replace or willing to look at. I even went to a professional at sunglasses hut and they said this is unusual and mj should replace these.

They should replace these if they want a lifelong customer especially for the price they charge.

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8:12 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Maui Jim sunglasses

I was told "buy maui jims, you will love them" they are great with lenses but no quality on the frames. Mine have gone back twice and when I pointed out this was unacceptable they told me to send them $15 and my glasses so they can evaluate (not fix) so there goes the good service myth. Another company living off it's past good name. Do not buy these would be my advice.

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Resolved

After getting in touch with a real human things seem to be going much smoother now .

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6:14 pm EDT

Maui Jim don't buy from them

They are expensive and WILL break.
I suffered a corneal abrasion after the temple snapped and the jagged plastic piece sprung forcefully into my eye.
THE MOST painful experience ever.
I now have an emergency room bill and

a broken pair of CRAP $300 sunglasses.
I filed a complaint with CPSC & their investigator told me that prescription glasses were not covered by the CPSC, but the FDA. Maui Jim's product is an expensive & DANGEROUS P.O.S!

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ivanruiz
, US
Aug 10, 2011 2:53 pm EDT

I have several pairs of the no-hinge "Wailea H503-23" glasses, they are great until they break and they ALL break. The glass does not resist the stress of folding them.

They are $240 and should have stronger glass or a non questions asked return guarantee.

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G
2:47 pm EDT

Maui Jim service that sucks!!

Sent my Maui Jim sunglasses in for repair, after telling the cust.service lady that the glasses had percription lenses.2 weeks and 13 bucks for shipping and the glasses show up, just as i had sent them (but covered with handprints)and nothing had been done.The enclosed not states that they will not work on the glasses theymake if the factory lenses are not installed.Thanks for wasting my money and my time..Looks like Ray-Ban will get all my future business.

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4:03 pm EDT

Maui Jim crap sunglasses

"Best customer service"...BS
Bought a pair of Mauna Loa's less than a year ago (over $300) and the
bridge broke. They and the dealer I purchased them from told me that
that model was discontinued. The stress cracks in the glasses and the
broken bridge were not covered by the warranty...are you kidding me!
What is the sense of having a warranty to begin with if they can't
hold up to simple wear and tear? They offered to give me 50% off the
price of a new pair from their website (in other words 50% of of full
tilt retail). What a cray outfit with equally crappy customer
service. You would think that a high end company would stand behind
their product, guess again. Companies like L.L. Bean, Filson, Cannon,
Ray Ban, Helly Hansen come to mind as reliable companies I've had
outstanding customer service from and have gone the extra mile to keep
a customer happy and will get my complete loyalty. Had a 25 year old
pair of Ray Ban's that were fixed at no charge. Maui Jim...CRAP!

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noo22
, US
Nov 10, 2020 12:56 pm EST

i agree that they are a rubbish company, my Byron Bay rubber coated frames with all the finish coming off, and the nose supports coming off they say its because of use and not a defects from the makers, so they are not covered by the guarantee, what a pathetic excuse, if the rubber cant stand up to normal use then it should be their responsibility of the maker .I feel like i've been had over,

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Michael Persons
, US
Jul 08, 2020 4:02 pm EDT

I have a pair with their prescription lenses in them. In less than a year the bows when folded, would rest on the lenses and scratch them. I felt it was a manufacturer defect in design. Factory finally answered my email and said it was not covered under warranty . I have worn glasses for 50 years and NEVER had a pair that did this? For the few dollars it would have cost them to replace them they could have made a happy customer? They stink, the eye glass design stinks and their price is too HIGH for plastic.
I won't be buying their brand again. This was my first and last with Maui Jim. Shame on them.

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N Jeffry
, US
May 18, 2018 10:49 am EDT
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Maui Jim sucks! Bought a pair of their high end, extremely expensive sunglasses. I had prescription lenses put in them. A couple of weeks ago my new puppy got a hold of them and chewed the bows. Called Maui Jim they told me to send them in and they would replace the bows for free. I send them via overnite delivery. Just got the sunglasses back and they were not repaired! There was a note in the box indicating that the lenses had been changed out for prescription lenses that were not Maui Jim prescription lenses so consequently Maui Jim would not honor the warranty and fix the bows. I told the customer service representative that I would be happy to pay for new bows, and they said no since the lenses had been changed to non Maui Jim prescription lenses. I told the customer service rep that they (Maui Jim) told me where to take the glasses to have the lenses converted to prescription lenses. They still will not fix these sunglasses. I will NEVER purchase another pair of Maui Jim sunglasses again, and the other 4 pair I own are being tossed in the trash since the Maui Jim company is trash as well!

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shakira arias
, CO
Dec 17, 2015 4:53 pm EST

bought two pair of sunglasses maui jim one year ago. one for my daughter, and one for my self as a personal gitf, these two glasses, have desapointed me very badly... in fist place the fist on break in the middle just by pulling them on my head wile driving for a refreshing viw and the other one had the same damage as they fall from my daughter hands... these sunglasses are very expensive, to be so frigil.. this make me vey sand and angry at the same time..i am from a spanish contry, these sunglasses was purchase in colombia san andres island.. been trying via your website to find some one in customer service that cuold be abble to asisst me with this issue, but unfortunately no response from them.. been tryin via phone calls and sadly no help.. im very dissapointed, and felt rab by these ppl. my name is shakira arias livingston live in colombia san andres island, my phone number in colombia is [protected].. [protected] please note that im expecting to here back from you all.. i have evidencies if its may be requierd. thanks in advance..pics can be provided.. email adress.. shakili22@hotmail.com aida73jones@yahoo, com.. please advise ASAP.. to both emails... adress: aeropuerto internacional gustavo rojas pinilla 3er piso, aeronautica civil centro de control. sunglasses information..sglasses#1 and #2...braekwall ce U.S.Pat.7717557. mauiRMJ-[protected] MADE IN JAPAN. TWO OF THE SAME.. been trying to upload the pics, but having dificulties..

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K
8:00 pm EDT

Maui Jim poor quality lens coating

Do yourself a favor and stay away from these glasses. The coating they put on the lens is not as good as other sunglasses. Their CS says you need to clean with soapy water and who always has that with them. What a joke! I have owned other glasses for long periods of time without any problem. The frame broke right away on these and I knew they were crap but CS replaced the frame after I raised sand. The lens issue is do to poor quality on their part. They went down to $40 to replace the defective lens and I have bought my last pair of MJ's. I hope it was worth it! Stay away and buy another product.

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Jimmy the D
, US
Jun 23, 2016 1:10 pm EDT

Purchased Serengeti's for years but thought I would give the Maui Jim's a try. Paid well over $200 for glass lensed Maui Jim's. Painted started chipping/flaking within the year. Lens kept falling out on one side even after reinstalling by eye doctor. Fell out again and chipped the lens. Contacted Maui Jim and not a word. A good company would respond in 24 to 48 hours! Great glass lenses but poor quality and customer service. DO NOT BUY Maui Jim's... They are garbage!

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C
5:20 pm EDT

Maui Jim I feel like I over paid for the sun glasses, then over paid for repair

I purchased very expensive sun glasses ... and they broke. I treated them well. They were much more fragile than I was lead to believe.

Nordstrom, Lands End, The North Face and many more stores will repair/replace a defective item. Maui Jim would not.

After a series of phone calls they fixed the sun glasses. Cost $70.00

I feel like I over paid for the sun glasses ... then over paid for repair. The sun glasses were marketed as 'sport glasses', yet, in my opinion they were a fragile product with fundamental design flaws.

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3:00 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.

Maui Jim stay away from this shady company

Maui Jim fixed/replaced my first pair of sunglasses..No questions...but NOW all I get from my other pair of expensive sunglasses is a $75.00 credit towards a new pair since they discontinued manuf. the one I sent in to be fixed. WOW...I used to tell everyone about the great service I got from Maui Jim...not anymore..They will hear about this new deal I was given. Very Disappointed!

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11:31 am EST
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Maui Jim simply awful

The Maui Jim sunglasses model that I purchased had a manufacturing defect where the screw cracked the lenses. Maui Jim replaced the sunglasses (I paid shipping costs). After a year, the same thing happened again. More shipping costs and another pair was returned to me. Problem: the lenses on the sunglasses returned to me are rose-colored, not the gray ones I sent in to be replaced. Because their computer system insists that I am wrong, Maui Jim will do nothing but agree to change out the lenses for $60. I told the repair technician that they could check the lenses from the glasses I sent to be repaired against the ones they sent me and was told they have no way to track what I sent them. After going through three employees/managers/supervisors (who collectively spent nearly an hour telling me that I was wrong about the color of the lenses of the sunglasses I sent to them - sunglasses that I had worn for a year, no less) I am awaiting a telephone call from a Maui Jim Vice President. I fully expect to travel to Peoria (where they are located) to sue them in small claims court. Even if I lose, it will cost them more to defend my suit than it would have to correctly replace the glasses with the correct lenses. Their website says: "At Maui Jim, your complete satisfaction is our number one priority." This is obviously a big lie given the hassle the company has given me.

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7:54 pm EDT
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Maui Jim not like it used to be!!

Maui Jim fixed/replaced my first pair of sunglasses..No questions...but NOW all I get from my other pair of expensive sunglasses is a $75.00 credit towards a new pair since they discontinued manuf. the one I sent in to be fixed. WOW...I used to tell everyone about the great service I got from Maui Jim...not anymore..They will hear about this new deal I was given.
Very Disappointed!

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Slivershooter
Montana, US
Apr 02, 2023 11:21 pm EDT

I bought a pair of Maui Jim's Sunglasses from my Optomerist.

-The nose pad came off on the right side

-I sent the glasses in the have the nose pad replaced, even offered to pay for the replacement pad and any associated labor

-Maui Jim refused to fix the sunglasses

The warranty from this company is worthless.

Walter Francis

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Cher Benton
, US
Jun 16, 2019 3:37 am EDT

My husband chose Maui Jim sunglasses due to their reputation but I cannot how poorly they have held up. He uses them as their prescription sunglasses. He likes them a lot but the wire has pushed through on both sides by the ears. I am truly disappointed in the Maui Jim product at this point.

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Albert1234
, US
Nov 13, 2018 1:38 am EST

I bought a pair of Maui Jim Longboard in 2011. I have had bad cataracts so could not use them. My eyes are stabilized so I now in 2016 need a prescription. Cost $400.00. I asked if I could have them filled through the Veterans Administration (VA). I am a disabled veteran. Maui Jim says they don't deal with the VA.

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Phone numbers

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