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Glasses USA
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1.2 4 Reviews 146 Complaints
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Glasses USA Complaints 146

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C
5:52 am EDT

Glasses USA Bad place to work with all the way around

"Horrible customer service, lie about delivery times, get the run around when I asked when and who you shipped with. Could not even give me a tracking number after they shipped them. The BS of we rely on our courier to deliver your items in a timely manner, is over used! I paid for expedited service (6-7) days, took 3 weeks. Finally got the glasses, wrong RX by a mile! I uploaded my RX from a DR and even emailed to confirm that got it, and still jacked it up! Place is a joke and not willing to go the extra mile to fix their mess up. I will not recommend or ever use this place again.."

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Jack Slater
US
Aug 11, 2020 10:40 am EDT

They just did me the same way. wow. How many more victims out there.

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K
2:31 pm EDT
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Glasses USA prescription eyeglasses

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!

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J
4:41 am EDT
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There was a gold seal with 100% CASH BACK GUARANTEE so I thought why not take a chance. This was 3/5/15, and they have since changed the gold seal to a banner "100% Hassle-Free Returns Within the first 14 days if you are not satisfied for any reason, you can return your glasses with no questions asked!" but even this is not true - they still claim cash...

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R
2:57 pm EST

Glasses USA Glasses

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)

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Reviewer66252
Jun 03, 2016 8:38 am EDT

GlassesUSA.com is HORRIBLE! RUN!

I purchased a pair of glasses from GlassesUSA.com that seemed fine until I wore them. I got a good deal for progressive frameless $168.00. Unfortunately the glasses caused me to be dizzy and off balance and i couldn't focus. They were horrible. I sent an email request to GlassesUSA.com to return them and received template responses "One of our return agents will get back to you within 2-3 business days". Yet GlassesUSA.com says at there website that they have a 14 day return policy. After waiting a week with no response from GlassesUSA.com returns dept. I returned the glasses - and a week later still no refund or response. CRAZY. This company - GlassesUSA.com is a ripoff! They are crooks. RUN RUN RUN do not buy your glasses because if you have a problem they will not respond - they will not give you a refund. DO NOT BUY GLASSES FROM GLASSESUSA.COM. RUN

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J
10:43 pm EST
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Been sending glasses back and fourth since the first of December, they never get the segway line set right so i cant see anything through the glasses!!! Received my third pair last week the end of Feb, after sending them at least 3 emails saying to make sure the segway is set at 16 I get another pair and nothing is changed!!! Demanded a full refund last...

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A
7:15 am EST

Glasses USA Worst ever

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.

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Alexandria Bishop
US
Apr 25, 2016 5:03 pm EDT

Ordered glasses, not real good communicating on progress, but they did arrive in good time. To my dismay, I had made a bad choice of frames and they looked awful! O.K. not their fault. Returned them with label they supplied. Heard nothing, inquired -- Sez they, we never got them - send tracking #. I lost it ! (STUPID) Well I've spent about 3 weeks with Email and phone. Their reply to every contact is send the # ! How can I send something I don't have ? I know I'm not the only one to lose a tracking # -- I bet there's a way to find the glasses if they care to. So after now a month they offer credit. I really don't want to deal with them any more, but guess I have to. They are impossible to deal with and just plain STUPID ! The phone reps were really nice, it's the higher ups that are not too bright! Lesson learned: NEVER lose a tracking # !

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A
9:22 am EST

Glasses USA Horrible Service

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

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R
11:16 am EST

Glasses USA Website misleading

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.

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J
2:48 pm EST
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GLASSESUSA Headquarters 785 Lexington Ave New York NY. New York Better Business Bureau BBB rating is "F"- lowest rating Sent me bad error made glasses / Lens from my Dr. Prescription. I sent back glasses for repair or refund as warranted. They wanted me to pay another $150. From $300. Order. Afterwards, When I asked for return of my paid for glasse...

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R
8:35 am EST

Glasses USA Completely Incompetent

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.

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R
12:39 pm EST

Glasses USA DEFECTIVE Lenses

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!

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T
4:54 pm EDT

Glasses USA Two pair of eyeglasses and return/credit.

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

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Reviewer59877
Jun 03, 2016 8:38 am EDT

GlassesUSA owes me a credit voucher for a return and return my calls or e mail iv'e called and email them at least ten times I ordered glasses from them twice and both time they were not right they refunded the first pair and gave me credit number lost email with the number and they are avoiding me and won't send me a new one suppose to good for a year only been a few month this is a lousy company would never order from them again they owe me a &126.00 dollars credit for $126.00

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Yet Another Ripped-Off Customer
US
Nov 11, 2015 7:45 am EST

If enough people keep challenging charges by GlassesUSA.coN through their credit card companies and telling the truth about how rotten of a company GlassesUSA.com is by reviewing them in every forum possible, at some point their customer count should go down enough to put the three owners of this company (who are based in Israel) out of business. Once I found out that the owners are three Jewish men who live in Israel, the way they operate (taking your money and then outright refusing to ever refund it) made sense. Don't let this company get away with treating you disrespectfully!

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R
6:43 am EDT

Glasses USA Customer service

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.

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notusuallyacomplaineraye
NZ
Dec 27, 2015 2:59 pm EST

Yeah mate I am finding them to be really stupid. I asked them what the frame width of some glasses was and they don't even understand my question... it is almost unsettling.

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R
9:08 pm EDT
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I ordered a pair of prescription glasses and my credit card was charged immediately. I then received an email 3 days later stating my glasses were finished and had moved to inspection for 2 days. I have not received my glasses. Have not received any notice as to when I would get them. Called them 4 times and have not received a straight answer from any of...

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D
11:45 am EDT

Glasses USA Poor product

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.

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B
12:12 am EDT
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Glasses USA Have not received glasses yet

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.

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5:31 pm EDT
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Glasses USA broken glasses

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

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2:07 pm EDT
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Glasses USA Poor Customer Service

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

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J
7:48 am EDT

Glasses USA Customer Service

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.

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CMeehan
Elizabeth, US
Apr 07, 2014 10:54 am EDT
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This company is one of the worst scams I have ever dealt with. They take your order and promise fast shipping with Fed-Ex. Then you wait and wait, days turn to weeks and if you are lucky enough to have the 30 to 40 minuets to stay on hold with your order number, you are told the glasses are in production. The check your order section sad 6 days to prepare the glasses, we are now at business day 13 and the glasses are in production and should be out soon. I will continue to post until this is resolved or my credit card is credited back.Bargin Hunters Take Heed! This vendor was 48.00 dollars cheaper than lenses crafters.. So I thought why not..BECAUSE they don't ship the product, that's why not, and the run you around in circles and your credit card is charged. This Company is BAD BUSINESS.. like they say, you truly do get what you pay for. Now I will have to go but that other pair of glasses, since I need them and apparently Glasses usa has no intention of delivering..

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truthbetold9
IL
Jan 08, 2014 12:09 pm EST

AS a former employee of this establishment, I can tell you that this place is a fraudulent company. They treat their employees terribly. They are not located in USA, but in Israel.

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H
6:09 pm EDT

Glasses USA additional charges

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.

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About Glasses USA

Screenshot Glasses USA
GlassesUSA.com is an online retailer specializing in prescription eyewear. They offer a wide range of eyeglasses, sunglasses, and contact lenses catering to various preferences and needs. Their inventory includes frames from both in-house designs and well-known brands, providing customers with a diverse selection of styles, colors, and materials.

The company emphasizes convenience by enabling customers to try on glasses virtually using their website's tool, which allows for a preview of how different frames will look on the customer's face. Additionally, GlassesUSA.com provides a service where customers can upload their prescription details, ensuring that the lenses are tailored to their specific vision requirements.

GlassesUSA.com also offers a variety of lens options, including single-vision, bifocal, and progressive lenses, as well as different coatings such as anti-scratch and UV protection. They aim to make the purchasing process straightforward by providing clear instructions on how to select and order the right eyewear.

For those who require assistance, customer service is available to help with inquiries related to products, prescriptions, and order status. The company has policies in place for returns and exchanges, aiming to address customer satisfaction concerns.

In summary, GlassesUSA.com is an online provider of prescription glasses, sunglasses, and contacts, offering a range of products with various customization options to suit individual vision needs. They facilitate the selection and purchasing process through virtual try-on tools and customer support services.

Overview of Glasses USA complaint handling

Glasses USA reviews first appeared on Complaints Board on Apr 14, 2009. The latest review Order said delivered-never received my order! was posted on Jul 5, 2024. The latest complaint Insurance Claim was resolved on May 08, 2023. Glasses USA has an average consumer rating of 1 stars from 150 reviews. Glasses USA has resolved 7 complaints.
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  1. Glasses USA Contacts

  2. Glasses USA phone numbers
    +1 (800) 917-7083
    +1 (800) 917-7083
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    +1 (800) 525-4170
    +1 (800) 525-4170
    Click up if you have successfully reached Glasses USA by calling +1 (800) 525-4170 phone number 4 4 users reported that they have successfully reached Glasses USA by calling +1 (800) 525-4170 phone number Click down if you have unsuccessfully reached Glasses USA by calling +1 (800) 525-4170 phone number 2 2 users reported that they have UNsuccessfully reached Glasses USA by calling +1 (800) 525-4170 phone number
  3. Glasses USA emails
  4. Glasses USA address
    954 Lexington Avenue, Suite 537, New York, New York, 10021-5013, United States
  5. Glasses USA social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jul 08, 2024

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