Glasses USA
reviews and complaints

I placed an order for new glasses and supposedly they were shipped USPS and delivered to my mail box, yet I never found them there. There has never been a problem with mail being stolen from mailboxes in my rural area, and it's highly unlikely anyone else could use my prescription glasses.

I contacted GlassesUSA and was told both in writing and several tel conv. that once the package leaves their facility it's no longer their responsibility because they've had problems with "fraudulent claims". The manner in which the reps I talked to on the phone stated this clearly inferred that they felt my issue was one of those! And, they refused to file a claim with USPS so I can get the order replaced!

I'm out $132.00.

This is the single most unprofessional customer service experience I've ever had. DO NOT place an order with GlassesUSA.com!

Review of GlassesUSA: #[protected] (placed on April 1, 2015)
In April of 2015 I ordered and paid $374 for two pair of glasses (progressive prescription glasses and progressive prescription sunglasses) both pair were using the plastic tortoise frame style called Depp Tortoise. They arrived at the end of April. In early May the Depp frame on my regular glasses cracked while sitting on my face. The frame just went ‘tink’ and it was cracked. I called USAGlasses up, they took information and asked for picture and then agreed to send me another pair of glasses. These arrived at the end of May 2015.

In July of 2015 my ‘new’ frames cracked. Again they were simply sitting on my face and went ‘tink’. I called (and emailed) GlassesUSA once again. I said I wanted another pair of glasses, but not those frames. They said they would be happy to do that, but I would have to pay an additional $83 dollars as the original warranty had expired. (Their ad says 365-Day Guarantee, but if you look closely, it’s really more like 3 months) Anyway, I was already tired of the whole process, plus during this time I had to use my old glasses with the old prescription, so, I paid up and my new glasses with different frames arrived in early August. And then the Depp frames that held my sunglasses cracked.

To me it was clear that the Depp frames were flawed and now felt that what I was owed was a new pair of sunglasses in different frames.

I have gone back and forth with GlassesUSA for the past 4 months. They have pictures of all three pair of the Depp frames that have cracked (all cracked in a period of 5 months) and I have spoken to several reps - once I was told that I absolutely should get a pair prescription sunglasses for free and that it would be taken care of… when I called later to check on the progress, I was told that there were no glasses coming because I only qualified for a store credit of between $124 and $83… that amount has changed in months I have been complaining because… I don’t know why. If I apply that credit to the cost of the least expensive frames they offer as well as the cost of my progressive lenses, I STILL have to pay out of pocket.

Three Depp frames all crack in 5 months and I have to pay ? Spend you money elsewhere. (Oh, I epoxied the cracked the Depp sunglasses frames so I would have something to wear while waiting to get the issue resolved and… they cracked again… in a different place)

I have purchased many times from GlassesUSA store and was always satisfied with the quality and service. Recently I ordered some glasses, but this was my last pair. The prices are fine, not very expensive. I don't know what happened to them, but their changed in a bad way. I have been waiting three weeks for my glasses, and they aren't shipped yet. I contacted customer service many times and heard only lies. This company is too horrible to deal with. I've always received my orders in less than a week! Something strange is going on. I'm never coming back, sorry GlassesUSA.

First let me say that in the past I liked this company and have bought over a dozen pair of glasses from them, , but something has happened.

First the sunglasses I want are about the same I will pay at the mall with coupons, and they will be ready in an hour, , its been 11 days since I ordered, and they are now in 'quality control", , , it takes an hour in the mall to make them, , 11 days to make them and then a day or two in quality control.

The person in customer service was obviously not from the US, so I ask him where he was located, he said "we are in the US", I said no, where are you located, he said "in the USA", , he then went on to tell me they used USPS to ship because they were so fast, , now who in the US considers USPS to be fast?, , , ,

Run away from them

I have come to the conclusion that this site is designed to execute a "Bait and Switch" scam. I did buy a pair of glasses back on November that were excellent and inexpensive. Now I have tried to duplicate this order with only a small change and after dozens of frustrating tries I have given up. I worked my way through the purchase sequence until my attempt to add a voucher (such as the current "winter60") which it accepts except it removes all the choices I made and I am back where I started -- in a loop. I did find a way to get the choice into the cart, but only be removing any vouchers I had tried. Without the sales vouchers the prices are just regular street prices except you have to wait a long time to get the product.

Just stay away from this company. Ordered glasses. They arrived in a box that was not sealed. They could have easily opened in transit. I didn't care for the glasses even though they did appear to be well made. I sent them back using the label and tracking number they sent me. Weeks went by with no confirmation email from GlassesUSA. I called and spoke to "George." Completely incompetent. He said he would send me an email. A lie. Spoke another time to "John." Another incompetent. Again, no email sent when I asked for a return of my money...less 20% "restocking fee." Called again, incompetent hung up while trying to take me off hold. Still no return of my money. Just don't do business with them. A bunch of losers.

I bought glasses from GlassesUSA.com and one lens was too thick, so it didn't fit in the frame properly. 25% was popping out of the frame and wouldn't fit no matter how hard I tried to push it into the lens slot. The other lens had a TON of dime-sized blurry spots embedded inside of the lens itself, so whenever my pupil would move there would be fuzzy spots all over the place. When I tried to return them for 100% refund they REFUSED saying "we have NO defective lens return policy". WTF?!?!? This is the worst scamming company I have EVER had to deal with. Nothing can be solved on the phone- they make you email their "Returns Dept." which NEVER replies if you want a cash refund. Also, everything comes from China and is cheap ***. And when the delays from shipping from China occur, they tell you the first pair of lenses didn't pass their "Quality Control" and they are going to start over again, so 10 MORE DAYS DELAY. What I discovered later is that is simply a line of BS to cover up the fact that their lenses are made in China and they can't possibly honor the timeframes posted on their website- it is simply another scam/lie to get you to buy from them. And while they will, eventually, issue an in-store credit, they will try to wear you down when you want a cash refund, and if you GET one, they only give 80% of the LAST cash amount you paid! Bottom line I paid over $150.00 for DEFECTIVE lenses and they said they were barely going to refund 33% of that- a lousy $50.00! They are outright THIEVES! I ended up having to dispute this charge through MasterCard, and MasterCard agreed that GlassesUSA.com is a rip-off scam company, so they deducted my FULL purchase price from GlassesUSA.com and refunded it to my credit card permanently! Awesome. I will NEVER EVER go anywhere near GlassesUSA.com again, and unless you want a months long headache dealing with this POS company who will send you POS lenses and will NEVER give you a cash refund no matter how crappy their quality is DON'T EVER DO BUSINESS WITH THEM EVER!

Recently I wrote inquiring about the status of the two pair of glasses I returned. Order [protected]. Returned due to fit problems on 10.15.15 with the prepaid shipping label. Received in LAS NV on 10.21.15 tracking 1ZW934F69028735807. As of today 10/29.15I have not yet received store credit for the return. When I wrote several days ago inquiring about the status of the $400 of glasses I have returned to you I received the message below. Providing me with the opportunity to return the glasses I have ALREADY RETURNED is not an acceptable answer. After numerous phone call attempts to your company since 09.08.15 and endless time spent on hold and numerous disconnects, your latest response to my inquiry is yet another example of how poor your customer service department is. I realized your policy is to only offer store credit on refunds. I would much appreciate immediate assistance as to the status of my $400. After my numerous unacceptable experiences with your customer service via phone or email, I have serious concerns about the kind of business you are running. I will be sure to review your substandard service in as many ways as I can find. If you can process a complete refund instead of a store credit, that could put an end to my dealings with your company. If not I respectfully request some kind of response from your company other than a robo-letter that does nothing to address my problem. My lengthy and time wasting experiences over that past two months are inexcusable. I had heard great things about your product and service. I wish you success in correcting these problems or the future of your company will certainly not be bright. I am also in correspondence with the Better Business Bureau, Pissed Consumer and the complaints board to report your poor business practices. I look forward to hearing from you as soon as possible. In the absence of that I have every intention of taking legal action to be reimbursed the $414 dollars of mine you are holding hostage. Thomas Blackmore -----Original Message----- From: GlassesUSA Sent: Oct 28, 2015 9:46 AM To: Threeseventeen Subject: Message From GlassesUSA Returns Department ##- Please type your reply above this line -## Dear Threeseventeen, We are sorry to hear that the glasses did not meet your expectations. Please Click Here in order to receive your pre-paid shipping label to send your glasses back. please make sure to input your order number as shown in the instructions. Please note that the tracking number will become active within 24 hours. Please be sure to obtain the tracking information of your return package. Once we receive the glasses back, we will send you store credit for a future purchase within our site. Should you have any questions, please email us at [protected]@glassesusa.com Thank you again for shopping at GlassesUSA.com. Regards, Returns and Exchanges Department This email is a service from GlassesUSA. Delivered by Zendesk Message-Id:NZXOW3OQDJ_5630fbdf64b12_75bc3fcec24cd3282008c6_sprut

Ordered a pair of glasses. entered my prescription exactly as it appears on the form from my eye dr. They waited 7 days, then sent me an email saying that they didn't believe it was the correct prescription. I had to call and didn't get a response until a day later, when the manager called me at 8:30 p.m. EST while I'm rocking my 1.5 year old to sleep. Said they would expedite service. Original delivery was for 7-10 days; been 14 and I just got an email saying they needed my TELEPHONE number to ship the glasses. How did the manager call without my telephone number? WORST EVER. Go with coastal.com or just glasses.com. Superb customer service experiences with both of them. Still haven't received the glasses, so I don't even know if I will be keeping them.

I placed an order for prescription glasses/sunglasses and received the order two weeks later. I used both pairs very lightly and noticed that the lenses are starting to come out of both frames after 3 months of use.

I contact GlassesUSA to see if they stand behind their product and they told me that a refund is only covered for glasses up to 14 days but they would give me 50% a future pair of glasses.

Why would I want to buy another cheap pair of glasses that will only last approximately 3 months. No thanks.

Back to LensCrafters it is.

DO NOT BUY FROM THIS COMPANY! I have order a pair of glasses for my son on Jun. 28 and as of not July 13 and still have not heard or received anything from them. They gave me a tracking number and it's showing at the same place when they shipped out 2 weeks ago, I called and all they says is it out of their hand and they couldn't do anything about it. I went online and order another pair at DISCOUNTGLASSES for my son and I received it within a week. The prices at DISCOUNT GLASSES is still cheaper than GLASSESUSA even with their 50% off.

When I was growing up I learned that it is always best to “do the right thing” and, if you live by that rule you will be healthy, happy, and prosperously. Later, in life, I learned that the same was true in business. Companies that “do the right thing” research and manufacturer the best products, have the happiest employees, and make the most money. Through my interaction with GlassesUSA, I’ve learned that you don’t follow that philosophy. You clearly state that you are customer driven yet; in my case you have fallen short. GlassesUSA have refused:

1. To extend the 50% discount (on premium frames) when it has done so for the past 3 years.
2. To honor the word of a customer service representative who promised a replacement pair of glasses worth the same value.
3. To honor the pledge to meet (and beat) the price of a competitor’s frames(because in the dark recesses of you legalese it is state that you don’t do that on premium frame).

The other issue that I find embarrassing is that the three founders – Jewish men living in Israel – act in such a shortsighted manner. I am offended that you would treat another Jewish person, such as myself, with such little respect. I wonder what this is teaching your employees, family, and friends. More importantly, for the three of you, what impact your behavior will has on your company.

Best,

Eric Kastriner

Dear management team,
I have been a very good customer for 3 years and have bought 20 pairs of glasses. I am very disappointed at the way I have been treated in my last interactions around a pair of Karl Lagerfeld glasses that has a broken arm mechanism. I was told many different things by many different customer service representatives but no one is helping me. I went to two eyeglass stores after I was told by your representative there was a way to fix the arm. Both stores said it is broken and not fixable. It is within the warranty period. I was then told by your representative Kalem that I could get any replacement frame of my choice for the full price of the pre-discounted Karl Lagerfeld frame...then this was changed to that I could only get the exact same frame which you no longer carry. I was then told by your representative that I could get 32 or 34 dollars credit which is not what I paid. This is not acceptable. I would like the New Round Oval Converse Optical Frame Z001 UF Matte Black. You say on your website that you match other people's price. Please either match your competitors price of $19.95 or give me the 50% discount you always have previously provided during sales. I think you should provide a good customer, such as myself, with good service.
Best,
Eric

I ordered a pair of glasses on June 9, was told they would arrive within a week. When they didn't, I contacted the company to inquire, and was told that the glasses hadn't passed quality control, and would be remade. During that conversation I was promised that the new pair would be sent with expedited shipping. After another week went by, I called back, and was told that the company didn't do overnight shipping. When I received the glasses they were of terrible quality. I have attempted to acquire a return label for three days now - was finally told today (June 26) that their returns department doesn't work on Fridays. I am concerned that I won't be credited with a refund for the glasses I return. The company promises hassle free, free returns within a 14 day window.

What I would like to have happen is a full refund on the glasses as well as the shipping fees that I will have to pay to send them back.

I ordered a pair of prescription glasses and got a follow up email a couple of days later telling me i had to pay an extra $30 for the prisms. Absolutely NOWHERE on the website is this charge listed.

The rep told me that they *used* to have it on the site but they took it down because ''people were ordering lenses thinking they would give them cool vision''.

It is utterly ridiculous to remove information from the website and surprise people with extra charges. I am disgusted by this company. I was on hold with their customer ''service'' for half an hour and only got halfway down the queue. I think this company is a scam and I would advise you to stay the heck away from them.

Additionally they advertise 100% money back guarantee all over their website but when you read the T&C its ''100% money back minus a 20% restock fee''. 80% refund does NOT equal a 100% refund. Ridiculous.

Buyer Beware ... The website is silent in one respect and deceitful in another . I cannot comment on the quality of your product because I haven’t received it yet. The silence is around how long it will take to produce the glasses. Had I known that it would take up to 3 weeks to create, I might have chosen to deal elsewhere. The deceit is in advertising courier service for “fastest” delivery. My glasses were ordered 1 Sep 2013 and manufactured in Israel. Glasses “USA” indeed.
The order left Israel and was delivered to the hands of USPS on Monday Sep 16. On Thursday 19 September, the Canada Post website advises “they have created a domestic shipping label but Canada Post has not yet received the item for processing.” According to Canada Post, my glasses are still “en route” to Canada. Furthermore, Canada Post has tagged this package as “letter mail” – not courier. The earliest I will receive my glasses (according to Canada Post) is Friday Sep 27th but more likely Friday Oct 4th. That would be fine – except that I am leaving the country on vacation on Sunday Sep 22nd – which was the reason I ordered the glasses in the first place.
Why did I pay for “courier” service when you are shipping surface mail in both USPS and Canada Post?
Why do you advertise “3 day delivery” without any qualifying statement for non US customers?
Why do you not tell customers how long they will have to wait before they get their glasses?