Reality television personality Sam Thompson is facing customer dissatisfaction with his sunglasses company, Dinelli Eyewear. The brand, launched three years ago, has drawn criticism for allegedly offering poor-quality products and providing unsatisfactory customer service, particularly concerning returns and refunds.
Customers have reported issues with sunglasses not matching online descriptions and difficulties in obtaining refunds. One customer stated they waited nearly two weeks for a refund on a pair of sunglasses, despite returning them via tracked post. This experience contradicts the company's stated return policy, which promises notification upon receipt and inspection of returned items.
Dinelli Eyewear's website advertises affordable, premium-quality glasses, with prices ranging from £60 to £100. However, customer reviews on platforms like Trustpilot indicate a pattern of complaints. Many users have alleged being ignored when requesting refunds and have raised concerns about the sizing of the frames not aligning with product images.
One customer recounted an incident where returned items were sent back because the address provided was deemed undeliverable by the company, leaving the customer out of pocket and unable to contact Dinelli for resolution.
In response to the customer complaints, a Dinelli spokesman stated that the company takes every inquiry seriously and is committed to providing responsive, professional service. The spokesman added that Dinelli values customer feedback and continually reviews its processes to maintain high service standards.
A public relations source suggested that these customer service issues could potentially impact Thompson's personal brand, given his use of his platform to promote the glasses. The source emphasized that consistency between a celebrity's public image and their business practices is crucial for maintaining trust with consumers.
Thompson, known for his appearances on "Made in Chelsea" and as the winner of "I'm a Celebrity... in 2023," co-founded Dinelli Eyewear. The company's launch was supported by promotional efforts from his celebrity friends.
In unrelated personal news, Thompson recently confirmed a relationship with DJ and music producer Talitha Balinska. This follows his split from Zara McDermott in 2024. McDermott has since moved on with singer Louis Tomlinson.