Glasses USA
Reviews and Complaints

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?

Worst customer service ever.
**** dont ever buy from this company ****
**** Warning, worst experience ever *****
placed the order online, with their "50% off glasses" thought it was a great deal but ended up being one of the worst ideas ever.
To place the order, you have the option to add your prescription options before checkout, fax it in, or send it via email. I chose the email since doctors dont have the best hand writing of the world so i email them my prescription. no confirmation for the prescription was received but i moved on. 2 weeks later and still dont have any news so i decided to call (did not call before thinking they have a lot of orders to fulfill). so a guys who was not interested in working at all answered the phone and said that they were trying to "contact me" for the prescription via email... which was not true. anyways i sent the prescription once again and he stayed on the phone while i sent it and the guy confirmed he received it and it was going for production. i was still an ok customer. a week later i called and checked if the order was in production.

The lady who answered i believe her name was Ana, said she really apologized that they already have the prescription and that for some reason it was not sent out to production bla bla bla... so she gave me the following options (continue order, store credit, full refund). i need my glasses so i gave them one more chance and this was two days ago. she promissed me that the order will be in production and that it will all be ok if i continue with the order. i said i would call back to make sure.

So, right now i am the unhappiest customer of all the world and i come to this site to share my thoughts. I Would never order from this company again in my life. another agent answered the phone. he said it looks like they did not got the prescription (yeah right) and that they were waiting on me... so i told him all the story above and he said that is right and that yes he found it. i asked for full refund and he said they will send me an email. no confirmation was given to me, no suppervisor was available... "meeting in another building in another place". so i dont even know if i will get a refund. the good thing though is i purchased with paypal so if i do not get a refund by tomorrow i will file a complaint.

Ordered pair of glasses supposed to cost $134.00. They responded that they would have to use different lenses - if I agreed - and would make $8.00 refund. In actuality they charged my cc twice - Once for $134.00 and once for $127.95 When I complained, they initially referred to $8.00 refund and that it was approved. When I questioned further - about a charge of $261.95 for glasses that were supposed to only cost $134.00 they obfuscated. I sent copies of cc bills showing full charges. They responded showing that only $67.00 was refunded and as far as they are concerned, they won't do anything else! Pure, outright thievery!

I ordered some glasses from these guys with extra fast fedex shipping. They still have not even sent it. I tried reaching customer service, and they gave me a timeframe to go by with regards to how they process orders. Well that timeline ended a long time ago. They do not respond to any of my e-mails anymore. I asked about the status of the late package that hasn't even been sent a second time and have not heard back. I email them everyday. I've asked them to cancel and refund my order. They have not done so.

Normally I can roll with lifes puches but this is probably the third such company in the last month that has ripped me off in such a fashion. I am fed up, FTC needs to start doing what they are paid too and end companies like this. Not to mention that they refused to tell me they were Isreali owned when I got curious about the foreign transaction fee, just seems to make them look even shadier. Just wanna get the info out there so people can make an informed decision instead of the mistake I did.