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Glasses USA Customer Service Phone, Email, Contacts

Glasses USA
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1.2 147 Reviews

Glasses USA Complaints Summary

7 Resolved
136 Unresolved
Our verdict: If considering services from Glasses USA with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Glasses USA reviews & complaints 147

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Newest Glasses USA reviews & complaints

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4:59 pm EDT

Glasses USA Billing Dept.

I oredered glasses a month ago. When I ordered there was an issue with the website, upon pressing place your order I never received confirmation, so I pressed 2 more times. Finally received confirmation only to find out I had been charged 3 times. I cancelled 2 of the orders and was told I was issued 2 refunds. Now its been almost a month and I still have yet to receive my refund. I have called the representatives at Glasses USA numerous times and still NO REFUND! THIS IS NOT OKAY!

Desired outcome: A REFUND IMMEDIATELY

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11:19 am EDT

Glasses USA Crappy customer service and support

I tried to order some contacts for my wife and when filling out the info I noticed they only asked for the name and city of her doctor, but not the contact info, which I thought Odd. So after placing the order we received an email a day later asking for the Dr's info. I provided it and then a few days later they sent another email asking for it again. So because my wife needed this asap I emailed and called them to find out what the hell was going on. The guy I spoke to told me he was sorry and would expedite the request and process it. So then the next day I get an email telling me they got my info during the call and needed another 2-3 business days to confirm it with the Dr. before they could send it. Like WTF?! These guys are obviously overworked, dazed and confused so I do not recommend their company until they get their S*&$ together.

Desired outcome: Complete the order ASAP and expedite it!!

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10:54 pm EST

Glasses USA Lenses

I have had two pair of glasses that developed the same small "hole" in the lens coating. Because i complained after their 14 day return time they want to only give me 50% credit on a new pair from them. Why would i repurchase from them with what is clearly a manufacturing problem.

I guess I will go elsewhere and pay full price

Desired outcome: Full refunr

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12:22 am EDT

Glasses USA Online Order

I purchased glasses online from this company and, preparing to travel abroad, paid for expedited delivery in 3-5 business days. I received an email from them stating that my glasses had shipped. However, they provided no tracking information. After 5 days, when no glasses arrived, I contacted their customer service department and was told that they couldn't find the package. When I requested to cancel the order, they refused, stating that the glasses already shipped, eventhough they couldn't find the package. Repeated promises for management follow up have gone unfulfilled and front line employees are powerless to help. I have been defrauded by a less than honest company.

Desired outcome: Full Refund

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5:05 pm EDT

Glasses USA I want the original deal that they offered me

I ordered a pair of glasses for 43.00 it included prescription lenses. What they sent me was nonprescription lenses. when I called to complain they told me to send them back I checked the tracking info and it said they were ready for pickup in IL. I live in VT. so I called them an asked them about them, and was told they would be going out the next day. The next day I received an E-Mail saying the deal was no longer on and that they would only issue me a credit for the $43.00 that I could only use for the next 3 months. I went to their web site on an add that came up on my screen for 70% off and as soon as I went to submit my order it changed to 60% off. So now my $43.00 glasses cost me $120.00. It was a bait and switch game. But once they have some of your money they know you will pay more so you don't lose what they already have of yours.

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9:17 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Glasses USA Charge for transition in glasses but not refunded

I corresponded with them several times about my ORDER # [protected] glasses not changing color. They said I had to send a video of them not changing. I am sorry, but I am 70 and do not know how to do some things. This is the third pair I've ordered from them, but the first time I ordered transition. They should refund that cost. Mr. Greg Garcia [Vision Care Specialists at GlassesUSA.Com] emailed after our phone conversation TICKET # 4808002 on 4/26/2021. This was followed by other people at said company. Evidently, unless I send a video of glasses not changing in sunlight they will not do anything about it.. Since I need my glasses it would be better if they now send a new pair with transition free of charge or they are taking advantage of the elderly since I will be 71 on my birthday and I explained I do not know how to video.

Desired outcome: free new glasses with transition

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7:18 pm EST

Glasses USA Glasses

I first ordered a pair of glasses the prescription came and it wasn't correct,
I got ahold of them and sent them back.
I then ordered them another pair and attached the actual prescription with it so that they could get them right they came the second time incorrect. So I got ahold of them and said obviously we can't get the glasses correct please refund my money.
At this point they tell me they will not refund my money, I lost that chance when I reordered and gave them a second chance at getting them right.
I went on the site today to try to order something else "contacts" I tried to order them and they told me I can't spend my money that way so they are holding $135 hostage and now saying I have to buy what I originally ordered but they can't get them right.
There is never anyone to talk to if I call in I'm told that I have to do this all via email so I can't talk to another human being about what's happening I just kept getting email after email after email saying we're sorry but you can't do that we're sorry but you can't do this I am just requesting my money back or to allow me to spend it how I choose to spend my $135.

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6:45 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Glasses USA Lack of communication lack of customer service will not honor warranty

Purchased glasses in June 2020. Received them in July 2020 after several weeks. A small screw fell out of the frame making the lens impossible to be held in place. I contacted GlassesUSA on 10/08/20 and started the process of acquiring a screw. They have a 365 day warranty on every pair they sell.
It is now a month later and I still do not have the part. I have spoken to folks via voice, chat, and email correspondence. It has consumed hours of time. The screw is proprietary and aftermarket screws have not worked.
These are adult owned and used glasses. I never took them out of the house or dropped them. I have had to use three year old glasses with an old prescription during this process. It has been unconscionable.

User's recommendation: Please, do yourself a favor and buy your glasses somewhere else. Even though GlassesUSA has a 365 day warranty on their glasses, they will not repair or replace them if requested.

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Concerned333
Lincroft, US
Jan 03, 2023 6:35 pm EST

I have used Glasses USA successfully several times in the past. I only started having problems in the Spring/Summer of 2022... And now again on my latest order.

On the order that I placed in early December, 2022, the glasses arrived in a flat package with a soft case and one of the lenses had a crack in it. Formerly they were sent in a box and/or a hard case.

I tried getting through several times and ended up having to use the "chat line" which is controlled by a bot. Was finally able to get a return label to send back. (I had to go out and print it first).

The only problem now is, the glasses came back with the WRONG prescription.

So I have tried repeatedly to get through to anyone to no avail.

Their website comment is that I already returned them once (they arrived cracked) and therefore cannot return them again. (They put the wrong prescription in).

Money down the drain.

0rder #[protected]

Pmoc333@aol.com

Not right.

Cannot reach any human person.

Do not recommend unless they can rectify this and contact me.

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A
1:08 pm EDT

Glasses USA Prada sunglasses

I ordered two pairs of Prada sunglasses from GlassesUSA.com. One came within 10 business days after I placed the order. The other pair was the bogus one. It took them over 20 days to "produce" the glasses and another 5-7 days to ship. Why would they have to produce a Prada sunglasses? And the most suspicious thing is the glasses came in with their case. How on earth would they not come in with a Prada case unless they are fake glasses. Be aware of this company.

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10:52 am EDT

Glasses USA Glasses never came

I ordered glasses in May and they were never sent. The company has not kept me updated and I have reached out numerous times via email, online chat, and the customer service hotline with no luck or clear answer. They blamed their third party distributor for the delay but I contacted DHL and they said the package was never picked up. I am extremely frustrated and disappointed At this point I just want a refund since obviously the glasses are not coming and no one can figure out what's going on. I keep reaching out and getting the same generic, automated response. This is ridiculous

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8:58 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Glasses USA Unable to return incorrect rx glasses

The purchase process was easy and great. The price was exceptional. Unfortunately the glasses I received did not match the prescription that was uploaded. I had purchased the 1 year warranty which allowed for a return to get the fixed or full refund if not satisfied. I returned the glasses using the free return able provided by Glasses USA. They arrived in two days. First I received notification from the post office that there was no one at the recipient address. Later I received notification from USPS that they had been accepted. Today, three days later, I received the unopened box back with a notification that they were refused by the recipient! I contacted Glasses USA via Chat and after one-half hour the customer service rep was totally confused as he states they system shows the glasses returned. I uploaded an image of the glasses as proof they they did not have them and included images of the label that showed they were refused and the address where they were returned to (Optimax Fullfilment 1750 Central Ave Roseville IL [protected]). Now I can't generate a new return request as the GlassesUSA sytem shows them as being returned. An absolute cluster *! Trust me, you are better off paying a bit more and dealing with a real company that stands behind their warranty/return policy.

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11:40 am EDT

Glasses USA Service

If I could give fewer stars I would, but one is the lowest, so it's a one-star review.

I ordered a pair of Armani Exchange AX1014 prescription glasses on February 4, 2020. I literally received them about two weeks later, and wore them for a day. The right lens was incorrect and needed to be replaced. I got online and chatted and was given an RMA number and sent them back. Understand... I physically owned a pair of glasses and I literally physically took MY glasses, packaged them up myself in a padded box and drove them to my local UPS store. I checked the return several times. It took an extra week for them to receive, but they did receive them, finally. I chatted online and they confirmed physically receiving MY glasses. They told me the return would take the same amount of time as the original order (two weeks). No one said anything about the possibility of what ended up happening. Sitting down? Three weeks (March 10, 2020) later I went online and chatted to find status and was told they were "out of stock!" Out of stock is not a concept in "returns!" I simply needed one lens to be replaced ON MY FRAMES that I physically returned and they're "out of stock?" How is that? How does this happen? I returned MY FRAMES to them for just for ONE lens replacement. This a direct 1 to 1 thing — like taking your car in for an oil change where you bought it. They work on your car and give it back to you. Not here!

The morning of March 10, 2020 I chatted with "Carol Anderson" and explained what was happening. She told me to call customer service. Guess what? It's a call center in the Philippines. I asked for a supervisor. Talk about a terrible experience? I sat on hold for nearly 30mins. She kept coming back with excuses that they didn't have a supervisor. Finally she came back and said the best she could do is have a supervisor call me back "in a day." So, here I am expending far too much energy for a lousy pair of glasses. After one hour, I got back online and chatted again. This time with "Marge." After several promises, several chats, waiting, packaging, driving, checking tracking info, several more chats, phone calls, and I still don't have my glasses and no explanation!

Finally, after getting almost irrate via chat (because calling the call center does no good) a "supervisor" named "Jacob Goodman" called me. He explained that they do NOT repair or recycle frames because of reasons for "ethical" and "cleanliness" purposes. I'm no fool. I understand what they're doing. They're a small operation that outsource EVERYTHING and utilize cheap labor on another continent and to return something creates a costly scenario that they avoid, such that from a business perspective, it's too expensive for them to send the frames from their receiving facility in Pennsylvania to their manufacturing facility in Tel Aviv Israel, so they come up with some silly policy like this. AVOID THIS COMPANY!

If you want to avoid the possibility of what I have encountered, which is one of the most ridiculous experiences you could ever imagine featuring horrible timeframes, horrible delivery, horrible returns, horrible customer service and completely apathetic service personnel, I WOULD RECOMMEND YOU AVOID THIS COMPANY LIKE THE PLAGUE!

My RMA was #267806 and my original order was # [protected]. It's been six weeks and I do not have glasses! I have nothing. But they have my glasses, my frames and my money! I asked for a refund and I bet I'll have to go thru the same degree of silliness and follow-up to get the money back! After all this, I'll be going to my local glasses retailer where I can physically deal with my eyesight needs.

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2:39 pm EDT

Glasses USA return - did not return sales tax on refund for return

I bought a pair of glasses and because it took so long to receive, I returned the package unopened because I has bought another pair of glasses in the meantime.

They refused to return the sales tax on a pair of glasses I bought and returned. They ignored my e-mails and kept sending me to different customer service representatives.

They are THIEVES running an illegal operation.

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2:24 pm EDT

Glasses USA delivery issue

This in reference to order number [protected].
It seems that nobody has been able to help me with a delivery order. I have gone back and forth with the chat line, customer service, emails, etc. and I still don't have my glasses.

As per USPS my glasses were returned to your company on 9/24/2019 due to your delivery department not including the apartment number which I provided after the first time it was returned.

The glasses should have been returned by now, but no one can verify from your company.

I have also requested the glasses be sent to me either by UPS or Fedex due to the error made by your company so there won't be any further unnecessary delays.

I am hoping something quick can be done,

Sincerely,
Robert Teran
[protected]

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7:58 am EDT

Glasses USA refund and no response

I've made several attempts to cancel an order and all I get is that they received my complaint and someone will respond needless to say it been a month of back and forth with no answer. Any suggestions on how to have them respond. Perhaps someone from the co directly? They were quick to take my money but no responses. The original order was placed July 3rd

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2:16 pm EDT

Glasses USA prescription glasses

I placed an order for two prescription glasses using a discount code in addition to a store credit that I had from returning a pair earlier this year. After two weeks I get an email that one frame was sold out and to select another, which I did. I responded to the email as directed but only got an automated response. I also noticed that the second frame was significantly cheaper on another site so I sent an email with the screen shot and web address. I again received an automated response (they advertise price match guarantee. That never happened).
So began the phone calls. I told the "service" rep (located somewhere in Asia) of the order change. I was assure that all would be processed. It wasn't. I never received any further emails except for automated responses to my requests for updates. So I look today and not only had my order status not changed, the second pair of frames is now sold out. I make yet another call to Asia and explain the situation several times to "ralph" who at first Is unable to calculate what the cost would be should he remove the unavailable frame, and then can't figure out how to refund the entire order plus the credit. He finally assured me that the refund will be given in three days and the store credit returned. Of course none of this happened. Now I get to file complaints with the FTC and bbb and my credit company to have my money returned.
DO NOT ORDER THROUGH THIS COMPANY. IT IS A SCAM!

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Ed Lacen
, US
Dec 10, 2020 12:09 pm EST

Ditto to all comments.
I to was bilked by the for express shipping. 3-5 business days. It has been 2 weeks already.
Will NEVER buy from them again

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K
11:55 am EDT

Glasses USA oakley eyeglasses (rx)

[protected] was my order number
I ordered a pair of glasses on June 17, 2019. I didn't receive them until July 20, 2019. The company gave production and shipping times that were inaccurate and dishonest. They refused to upgrade my shipping or do anything to account for the delay. I never received an email or notification about the excessive delay and was told, "This is within our normal timeframe." When I complained, they gave me a tracking number and said the item would arrive soon. The tracking number was for a product that never shipped and never arrived.

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10:40 pm EDT

Glasses USA glasses

Below are emails that I have sent to USAglasses asking for an ill fitting pair of glasses. the process started in early May. I keep sending inquires but no luck. I have sent the item back several weeks ago.
Clyde Fugami

From: GlassesUSA
Sent: Wednesday, May 29, 2019 8:40 AM
To: Clyde Fugami
Subject: GlassesUSA - Returns Dept. - Request Recieved

##- Please type your reply above this line -##
Dear Clyde Fugami,

Your request 2442677 has been received and is pending review by one of our dedicated returns agents.
Please be advised that during the returns process our agents will usually get back to you within 2-3 business days.

To add additional comments please reply to this email.
Thank you for your patience.

The GlassesUSA Team
-----------------------------------------------------------------------------------
[GlassesUSA] Return request for order # [protected]
GlassesUSA
Mon 5/27/2019 12:31 AM
##- Please type your reply above this line -##
Your request (2435314) has been updated. To add additional comments, reply to this email.
Chloe Campbell (GlassesUSA)

May 27, 00:31 PDT

Dear Clyde,

Order # [protected]

Thank you for choosing to shop with us.

We are sorry to hear that your glasses didn't meet your expectations.
That is exactly why we have our 14 days "no questions asked" return policy. To see our full return policy click on the following link:

https://www.glassesusa.com/terms-and-conditions#RETURNPOLICY

In order to start the return process please click on the link below and fill out the RMA form:

*Please note, the RMA form must be filled out from a computer and not a mobile device.

https://www.glassesusa.com/rma

** It is the customer's responsibility to ship the glasses back within 6 business days of receiving the return shipping label, otherwise your return will not be processed.

Please be sure to save the tracking number for your reference.

In addition we only have medium size available for the Muse M3292 Shiny Black frame that you ordered.Kindly check our website for an alternative frame with smaller size.

Should you have any questions, please email us at returns@glassesusa.com

Sincerely,
Chloe Campbell
Your Vision Care Specialists at GlassesUSA.com

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Update by pharmacydh@hotmail.com
Jul 02, 2019 10:42 pm EDT

I just want my money back.

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K
2:27 pm EDT

Glasses USA ordering glasses

I have been shocked at how poor the technology of this company is. I uploaded my prescription 2X and it was not available. Then I emailed it on two separate occasions and they could not find it. After nearly 30 minutes on the phone with them and sending it to another email address they were able to receive. However, my order still does not say it was received. Customer service is offshored and not with a good connection or any real desire to make customers happy.

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2:26 pm EST

Glasses USA worst ever customer service

I am thoroughly disgusted with the poor service I have received from Glasses USA.

As of yesterday, it has been 5 weeks since I placed my order (October 5) for one pair of glasses, as confirmed in an e-mail I received.

I received a second e-mail (October 15) informing me that my glasses were ready for delivery.

I still had not yet received my glasses, nearly 4 weeks later. I phoned and received no meaningful explanation. by then I was getting pretty frustrated and angry.

I phoned the company yesterday--five weeks and counting--again with no results. I was told that my glasses had only reached "the post office" on October 29--two weeks from the time I was informed that they were "on their way." (Which post office wasn't clear, although I imagine it would be the main post office in downtown Chicago, where I live.)

After that call, I decided to file a complaint with the Better Business Bureau last night, which now appears on the BBB website, as well as having been forwarded to GlassesUSA (GU). I then sent an e-mail to GU telling them what I'd done.

Big surprise, I received an e-mail from G.U. today. No apology, but someone at GU FINALLY thought to check my mailing address. Apparently my glasses were mailed to "1 Chicago, " and returned to GU.

In the e-mail I was requested to send my correct mailing address so my glasses could be resent, meaning I WOULD HAVE TO WAIT SEVERAL MORE WEEKS TO RECEIVE THEM!

No offer of expedited shipping, no "sorry for the terrible inconvenience and AGGRAVATION we caused."

Needless to say, I cancelled my order and will receive a refund.

What a bunch of jerks.

I'll be visiting my local Warby Parker brick-and-mortar optical store this week.

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K
Kros Kansas
, US
Dec 21, 2018 12:07 pm EST

london brick store on worncliff rd, costumer service, for info, buy return or for information are very rude, if u spoke broken English, BEATER DON'T SHOP OVER THERE, THOSE STUFF JUST PLAYING, AND BELATED U FOR ANY WORDS U SAYING TO THEM.. Sorry, What did u say, What do u mean, may u say ageing, i don't know what do u mean, and game like that . NO HELP AT ALL

Glasses USA In-depth Review

Website Design and User Experience: The website design of Glasses USA is clean and user-friendly, making it easy to navigate and find the desired products. The layout is intuitive, with clear categories and filters that help streamline the shopping experience. The search function is efficient, providing accurate results. Overall, the website design and user experience are excellent.

Product Selection and Variety: Glasses USA offers a wide range of products, including prescription glasses, sunglasses, and contact lenses. The selection is extensive, with various styles, colors, and materials to choose from. Whether you're looking for trendy frames or classic designs, Glasses USA has something for everyone. The variety of products ensures that customers can find the perfect eyewear to suit their preferences and needs.

Pricing and Value for Money: Glasses USA provides competitive pricing for their products, offering great value for money. The prices are affordable, especially considering the quality of the eyewear. Additionally, the website frequently offers promotions and discounts, making the products even more budget-friendly. Customers can enjoy stylish and durable glasses without breaking the bank.

Quality of Products: The quality of the products offered by Glasses USA is exceptional. The eyewear is made from durable materials, ensuring longevity and comfort. The lenses are of high quality, providing clear vision and reducing eye strain. The frames are sturdy and well-crafted, with attention to detail. Glasses USA prioritizes quality, resulting in eyewear that meets or exceeds customer expectations.

Prescription Accuracy and Customer Support: Glasses USA excels in prescription accuracy and customer support. The website provides clear instructions for submitting prescriptions, and their team ensures accurate lens customization. In case of any issues or questions, the customer support team is responsive and helpful, providing prompt assistance. Glasses USA prioritizes customer satisfaction and ensures that prescriptions are accurately fulfilled.

Shipping and Delivery: Glasses USA offers reliable shipping and delivery services. The products are carefully packaged to prevent damage during transit. The estimated delivery times are accurate, and customers can track their orders easily. Glasses USA partners with reputable shipping carriers, ensuring timely and secure delivery of the eyewear.

Return Policy and Refunds: Glasses USA has a customer-friendly return policy. If customers are not satisfied with their purchase, they can return the eyewear within a specified timeframe for a refund or exchange. The return process is straightforward, and the company provides clear instructions. Glasses USA values customer satisfaction and ensures a hassle-free return experience.

Customer Reviews and Ratings: Glasses USA has received positive customer reviews and ratings. Customers appreciate the quality of the products, the accuracy of prescriptions, and the excellent customer support. The positive feedback reflects the overall satisfaction of customers who have purchased eyewear from Glasses USA.

Promotions and Discounts: Glasses USA frequently offers promotions and discounts, allowing customers to save money on their purchases. These promotions can include discounts on specific products, free shipping, or buy-one-get-one deals. By taking advantage of these promotions, customers can enjoy even greater value for their money.

Overall Customer Satisfaction and Recommendation: Overall, Glasses USA provides an excellent online shopping experience for eyewear. The website design and user experience are top-notch, making it easy to find and purchase products. The wide selection and variety of eyewear cater to different preferences. The pricing is competitive, and the quality of the products is exceptional. With accurate prescriptions, reliable customer support, and efficient shipping and delivery, Glasses USA ensures customer satisfaction. The positive customer reviews and ratings further validate the company's commitment to providing high-quality eyewear. I highly recommend Glasses USA for anyone in need of stylish and affordable glasses.

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