Serengeti sunglasses- superb customer service story

Ten years ago I laid out just over $100 for a pair of Serengeti sunglasses. Here they are:

Serengeti Bromo Shiny Black Sedona 8’s

They lasted me 10 years. Wearing these glasses made the world crisper and clearer than real life. The secret to having them so long is this- a hard shell case!

This past April, I was at a music festival in Austin, TX when I left them out of the case, and they slid beneath the passenger seat of a rented car, where they ended up with a broken lens.I was devastated, but felt that I had my money’s worth.

I contacted Serengeti about the cost of a replacement lens, and was informed that the company had been purchased out of New York by Bushnell.

Bottom line- Bushnell requested I send them the glasses for inspection. Check.
I then received a post card informing me that since they were out of warrantee, they could be repaired for $40 plus $5 shipping. Knowing that they would likely cost over $150 now, I decided to go for it.

Two weeks later, I received my glasses in the mail, and was stunned to receive what appeared to be a brand new pair of sunglasses, appearing exactly the same as my old ones.

Except they weren’t new- they were my own glasses, completely reconditioned. I recognized the same worn lettering on the side, but these had TWO new lenses, and new hinges, and even the plastic housing around the lenses had been put through some type of machining process that smoothed out the glued crack that I repaired back in 2007 on a winter trip.

So, here’s one example of great service from a US company. Thanks, Bushnell!

About Tom Jamrog

I'm sixty-seven and live in the Maine woods. I thru-hiked the Appalachian Trail in 2007, the Pacific Crest Trail in 2010, Vermont's Long Trail in 2011, the Continental Divide Trail in 2013, the Camino Portugese (2016), and Newfoundland's East Coast Trail (2017) . I am outdoors every day. I offer guided backpacking trips and classes in Maine, through "Uncle Tom's Guided Adventures".
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11 Responses to Serengeti sunglasses- superb customer service story

  1. Burglar says:

    Cool shades! 10 Years! I lose or break at least one pair of Oakley’s a year.


  2. Clarkie says:

    Roland is delighted to read of this happy resolution to the sunglasses tragedy of April 2012 and Tenzing is confident that they will protect your eyes on your epic CDT hike in 2013


  3. Candice says:

    I work for Bushnell Customer Service and I LOVE hearing stories like this! I am very proud to work for such an awesome company!


    • tjamrog says:

      And I thank you again, for a most pleasant outcome to a stupid act on my part.


    • Martijn T says:

      Perhaps i should email the USA support department, since i’m not even getting a reply on a query wrt to a replacement leather side blinder for my Leandro Glacier shades from either their european or german support email address.
      Happy to hear you got great service though, i guess its a cultural difference… customer service in the USA seem to always be much better than here in Europe.


  4. Heinz Euteneier says:

    I had purchased a pair of Serengeti Driver glasses (prescription) at a cost of $800.00 three years ago. I recently had cataract surgery, which repaired my vision considerably. I could no longer use the prescription Serengeti’s. I went to my Optometrist, and asked if they could replace the Serengeti lenses without prescription lenses. They advised me they would check. I was advised that my frame was discontinued, and lenses were no longer available. This Optometrist is a Serengeti Dealer, and he cannot obtain a pair of replacement lenses! That does not say very much for the Serengeti Manufacturer.


    • tjamrog says:

      BUshnell is the service company for Serengeti now. It worked for me.


      • Heinz Euteneier says:

        I tried that. They told me I had to go to the people who made the glasses, and they want another $800.00 to provide me with non-prescription lenses. I was told that Bushnell did not make the lenses for the frames that the manufacturer used. I believe the manufacturer of the lenses is using the name of Serengeti just to make a sale, and Bushnell is permitting this to happen. Boo-hiss for Bushnell.


  5. T. S . Powers says:

    This is great news . Mine were just knocked off a counter and broke. I had these 10 + years , cannot remember not having them. I am sending mine in today. Cheers / Tom /


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