Glasses USA
reviews and complaints

I ordered glasses with standard shipping 7-10 business days. I got an email they shipped but the tracking link never showed any information. After 15 business days I tried to contact them but there’s no way to get a person by phone or chat. At this point still have not received my glasses. The tracking still shows nothing. I think they are a scam business. I had to purchase different frames so that I could keep my appointment with a specialist in another state.

Placed an order on March 15th. Still not received as of April 4th. No ability to speak to a human by phone unless you falsely say you are looking to place a new order or upgrade a current one, i.e. that you intend to spend more money. Once reaching a human, no ability to provide any estimate on delivery date, nor adequate refund option. They keep referring you back to the website which simply says that as of March 15th the glasses were "in production". Asked to speak to a supervisor, was told none available but one would call me within 24 hours. Not holding my breath. Please don't be fooled by the promises on the website regarding this company's production capabilities. Get your glasses elsewhere.

Still without glasses after over 5 weeks waiting and having bought their 20/20 replacement plan and paying to return my old glasses I can't get status on order. Impossible to talk to a live person (Except for NEW or UPGRADE purchase). Chat bot and FAQ useless and Live Chat just DISCONNECTS you. Horrible service. Glasses USA web site designed to sell only. Not to give customer service.

Ordered a pair of glasses under the assumption that they would be made and shipped quickly. Boy was I wrong. Obviously prescription glasses take longer to make. Expedited shipping taking 5-7 days is ridiculous. Clearly their margins are so razor thin that the only money they make is on charging for expedited shipping. I guess when you’re shipping from Tel Aviv and not New Jersey like the website claims, it may take a little longer. I did speak with someone who wouldn’t refund the expedited shipping, which is pretty sad cause it was only like 10 bucks. Crooks at the end of the day.

I ordered a pair of glasses based on their website that said if they weren't right, I could get a refund. I have a fairly complicated prescription and the glasses they sent were not correct. I contacted them and they offered either a refund or a remake. Due to their guarantee, I opted to let them remake the glasses.

Well, fast forward over a month, I finally got my new glasses. They still weren't right (worse than the first pair). I tried to return them for a refund but the option to receive one was no longer available, only a store credit. What use is a store credit for a company who can't get the prescription right? Anyway, I pursued a refund and they finally agreed, but they would only refund to a PayPal account? They sent me an e-mail to this affect. So I agreed and sent the glasses back. Today I got an email telling me that because it was the second time I was returning the glasses I only qualify for a store credit. I'm going to my credit card company and asking that they reverse the charge.

These people are serious scammers. And I love their name considering they ARE NOT in the USA other than an office in NJ.

I attempted to order some custom glasses from Glasses USA - during the process I enter the incorrect CVV code. A "window" popped up to reenter my card - which I did. What I didn't realize is this was a "finance company" that Glasses USA uses. As soon as I realized what I did - I cancelled the order.

Now I am being charged MONTHLY by this company for an order I CANCELLED.

I have called Glasses USA 12 times - each call take a minimum of 40 minutes... each time they tell me it would be taken care of.

The "finance company" REFUSES to refund my money - and CONTINUES TO CHARGE ME EVERY MONTH!

Glasses USA has ZERO customer service - all requests are handles by their FAQ page.

While the amount is small - it is the principal -

This is not the first problem I have hade with Glasses USA.

GO ELSEWHERE

Ordered glasses in June. Received glasses in July. Glasses were not progressive. Returned glasses vis USPS on July 19th. Order #[protected]. USPS tracking number [protected] 59. I have called [protected] and [protected]. I have gone on the chat line as directed only to be told the information I provided was not applicable. I “chatted” and explained had bought these very same glasses(different color) about two years ago and suggested they check my records to replicate that order as the prescription is the same. I have done this several times. Frustration has run high as I have attempted several times to find a human being to interact with to no avail. I feel Glassesusa should provide people with a way to communicate that doesn’t require a Masters in IT or computer technology.

Ordered glasses orde number [protected] email [protected]@gmail.com glasses came with line bifocals i ordered progressive lenses trying to get the right glasses don't have a desktop to process need help getting the right glasses

In August I attempted to purchase glasses. Had an opportunity to order through my Amazon Account to get a discount. During the process I was transferred to a number at Amazon. The order was never completed and a request for cancellation was apparently not processed. I never received an order number. However, my Amazon rewards credit card account was billed $258.64 by Glasses USA. I was told by a customer service rep there was no record of billing for an order on my account. The bottom line is I need Glasses USA to refund to my account the $258.64.

I subsequently reordered and was billed $344 m+ taxes. I have the glasses ordered. The order number was [protected]. Please call asap [protected] or [protected] and lets resolve this situation.

While I do not like threats I will be forced to complain to my State Attorney General with a request to seek my refund and have them bar you from sales in North Carolina.

Hardy R Watkins

Hardy Watkins

I ordered glasses on behalf of my mother who is a senior citizen and does not use the internet. My order number is [protected]. Within a couple of months, the frames broke. I called the company to see what kind of return/refund was available. When I asked my father to send me a picture of the glasses, he folded them to take the picture and the frames broke again. These glasses were VERY flimsy! The customer service person I spoke to had NO INTEREST in talking to me or resolving the issue. She insisted she would send me an email providing the information I needed. When I received the email I was shocked. There is only a 14 day window in which you can return glasses for a full refund. After that they MIGHT give you 25%-50% of your money back but only in the form of a credit to their website! After seeing how flimsy these glasses were, I did not intend for my mother to get another pair of glasses from this company! They are complete garbage. I responded to the email and told them how unsatisfactory this was and that if their product is faulty, they should offer a full refund. I pretty much got the exact email I received in the first place as a response. I then tried to reach out to them on Twitter by tagging them in several posts. They must have literally NO ONE monitoring their twitter account. They didn't even seem to care when I started to blast them with bad reviews on Twitter. I can tell you this - do not order from this company as their product is cheap and flimsy. I have ordered glasses on line from other companies and have pairs I have had for 7 years and they have never broken and I have never had a complaint. They also have NON EXISTENT customer service and are basically just going to take your money and leave you high and dry if there is an issue. Glasses should not break from light handling within a couple of months of having them. Period.

I ordered glasses from glassesusa.com x 2 weeks ago. I paid for express services. I have not received the glasses nor have I received any shipping/tracking information from glassesusa after x2 weeks. When I called today, I was told I would received an email stating a refund for my express fees and another email regarding shipping of my order. I have not received either email. I received an email stating they have received my inquiry and would be referred to their shipping dept.

The x2 customer care agents could not provide me any shipping/tracking information when I called back again. Presently I still do not have any shipping/tracking information on the order I placed x2 weeks ago. I will not use this company again and most definitely would not recommend fro anyone to patronized.

I ordered my contacts on April 12th and I have still yet to receive them. Absolutely no updates until this morning, the 20th. It only said they were at a usps shipping partner facility on April 15th. I called glassesusa for an update and they just gave me the same information I already had without trying to track it down. So I called usps and now they are opening an investigation. I will never use this fraud again. They don't make you aware how long it takes to process then don't care when you don't receive your order. I am now out of contacts and I dont have glasses. I can't work if I can't see.

Ordered a pair of glasses on this site, once they had arrived they were way too big and looked comical on my face. They definitely did not look like that in the sample photos. After entering my order number ([protected]) on the return form, it said I was unable to proceed because my glasses had not been delivered which they had.

Thank you glasses USA and rep Nelson Lopez.

For wrongly canceling my order and leaving me high and dry with no glasses!

Read:

March 3rd I orederd glasses and sent in prescription. Two weeks later March 15 Glasses USA contacted me and said they dont have my prescription. So I sent again a second time.

Note I have sent my prescription in to the correct email and text each time as directed. March 23rd still no glasses, I called to ask where my glasses were and why it was taking so long. Rep Nelson Lopez then gave me the excuse glasses were not sent to production because prescription not being sent. And later on same call he was able to verify that my prescription had actually been received, and was on my file!

I told Nelson Lopez directly I want my glasses and would like some kind of credit compensation for the delay.

I reiterated to Mr Lopez

I want my glasses that I ordered and not to cancel my order.

He assured me production would begin on my glasses and that he would contact billing to ask for a credit to my account for the delay.

March 29th I recive an email my order has been CANCELED!

I NEVER once asked to have this order canceled.

So now I have no glasses and an alleged refund and my glasses

And my order is canceled because of the major mishandling and lack of customer service and care of Glasses USA and rep Nelson Lopez.

This is not the first time I've had a problem getting orders from GlassesUSA but I gave them another shot and got screwed.

BJ

Desert Hot Springs CA

Glasses ordered and paid for 2-6-22, told they were shipped on 2-13-22 and promised by 2-25-22.

It is now March 1st and the glasses are still in-route. Shipping info has them in NC (I don't live in NC), with no update on delivery date. Multiple messages to multiple people at Glasses USA and nothing, no response. Their 24/7 Chat is a bot, no use at all.

Order #: [protected]

Ordered on February 4th says it was shipped, DHL does not have my order and the tracking number is totally bogus. DHL tracking numbers are only 10digits long. Called customer service and they refuse to refund my money. Total bogus company and I am filing a complaint with my bank to get the money back. I have called customer service twice and they state they need to check with their shipping team who conveniently doesn't have a phone number and can only be reached by email.

I wish I could make a good review but that's not the case. Glasses USA fails in many regards. Let me list.

1. Took 19 days to get a pair of prescription glasses yet online it says shipping is 9 days, they don't mention they want another 10 days to process a pair of glasses. ( I guess it takes that long to pull them off the shelf)

2. They shipped an order for prescription glasses without the prescription.

3. The reorder was out of stock so Customer Service told me to pick another pair (they would not apply the discount coupon to the new pair)

Big mistake if you buy from Glasses USA

I ordered glasses on 9/21/2021.
On 9/24 I got an email saying the glasses were out of production and going to QA.
On 9/25 their website said my glasses were shipped on 9/25 - but the tracking number didn't work.
On 9/26 I got an email saying the glasses were out of production and going to QA.
I called and asked what was going on with the glasses and got an email back giving me boilerplate timetable information that had nothing to do with my question.
On 9/27 I got an email saying they were out of QA and were in transit to the sorting facility.
On 9/28 I got an email saying they were out of QA and were in transit to the sorting facility.
Later on 9/28 I got an email that they had been shipped via USPS, even though the site still said they were shipped via DHL. I responded saying that the site said they had been shipped DHL.
On 9/29 I got a follow-up email saying they were trying to locate my order and would send me an update.

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!

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.