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Never again Hello GlassesUSA, Here is a little timeline of what has been going on. Feb 1st 2020- I ordered glasses (Burberry 0BE1313Q Black/Gold) order number *** Feb 15th they arrived July 9th- my glasses started peeling off at the sides after 5 months of use. I reported this issue July 10th I was told that they would replace the glasses at no additional cost. "We appreciate you sending your pictures to us for review. Our sincerest apologies for this situation; we understand how frustrating this must be. Please know we take our customers’ satisfaction very seriously and we prioritize the quality of our products. We will reproduce your order for you at no additional cost to you and regardless of the 14-day returns period. We’ve attached a prepaid shipping label to simplify the returns process of the damaged glasses to our facilities. As soon as your glasses return to us, we will reproduce your order and we will send an updated Order#. Request number *** August 9th I reached out to inquire about the status of my glasses. I was told that they were out of stock and I would have to pick another pair from the link provided. I asked for my original glasses back and I was told I could not get those back as they send them to charity. August 10th I picked a new pair of glasses for them to remake. They were in stock the day I selected from the link provided. August 16th I reached out again to see the status of my new glasses choice. August 17th I was told that those glasses were out of stock and I would need to pick another pair from the link provided. I selected my new pair that same day. "Burberry 0BE1334 My prescription is attached below. Please confirm receipt of this email and provide a tracking number for me. I need to ensure my original selections are processed as such. These include Gold Lens Package($39) with my previous upgrades of Upgrades: Blue Light ($29), Super Hydrophobic ($9). " image.png No response August 18th I asked for confirmation. It said there are 4 units left. I do not want this to happen again. No response August 19th I asked for confirmation No response August 20th I asked for confirmation No response August 23rd I asked for confirmation No response August 25 I have been without glasses for a month and a half and I have headaches every day. It says there are three units of Burberry 0BE1334 left in stock. August 26th- Order # *** We sincerely apologize for the inconvenience. As per checking with your order, there is already a request submitted to our Returns department to provide a status update of your exchange. Kindly monitor your email regularly for updates. Thank you. Sept 10th - checked in - automated kick back message Sept 14th- Order # *** We know that you’ve been looking forward to receiving your new order. We’re sorry if it took us this long to update you. We regret to inform you, the Burberry 0BE1334 black gold you chose for exchange is out of stock. Sept 14th - I swear I’m never actually getting any glasses because this is the third time! I emailed everyone everyday for weeks looking for a response or confirmation. I Never want to work with this company again and this is all contingent on the fact that I sent my original glasses back and no one ever told me that I could not get them back I have been without glasses for three months I have headaches every single day and this company is horrific. I have done every single thing to ensure that I received those glasses I have responded to emails immediately after they have been sent I reached out every single day and this is horrible customer service please escalate this to your superiors because I am livid. I submitted a claim to the Better Business Bureau They responded that day 9/15 and stated my glasses would be produced in 3 business days. 9/28 Today is the 11th business day, they are still in production. No one has reached out to me.
The complaint has been investigated and resolved to the customer’s satisfaction.
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This is regarding my order which was doomed from the time it was placed. Firstly, the order took at least three weeks to arrive due to their choice of shipper. Fine. But then USPS misdelivered the package and instead of helping me with the carrier to track the package, the staff simply asked me to wait. I had to run to the post office myself and get the situation sorted out, no thanks to any staff at the company. Still fine, at least the product works... not so fast, after wearing the glasses for less than fourteen weeks, I sent them a message that the lenses are not beveled properly and cut my temples. I also gave them an example of their competitor whose glasses are beveled and they are not supposed to cut the face. But today I received a no-nonsense email from the company with a scripted reply that the fourteen-day time had passed (it has not if they actually ever recorded the date the package was hunted down at the post office by me) and I should settle for a 'store credit'. The last representative's reply totally left a bad taste in my mouth since this is the height of dishonesty; don't deliver the package in fourteen days and then point to the fourteen-day return policy.
Dear Valued Customer,
We’re sorry to hear that you experienced difficulties with your glasses order. At our company, we are committed to ensuring that our customers’ needs are being met. We know that you are disappointed, and for that, we do apologize.
Meanwhile, your replacement order was processed and the glasses are currently in the shipping chain en route to you.
Our Service Manager has sent you the tracking information.
If you require any assistance, please contact our service representatives by phone or by live chat on our site.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
This is my second time ordering from GlassesUSA. I paid $101.90 for the Elliot frame glasses. My order number is ***. I was told it would take 2-3 days for them to do the 5 stripe test, it has been 8 days and I have not received any information about my glasses since then. All I am asking is that I get some information on where they are with my order and if they could ship my order to me as fast as possible.
On November 15th, I placed my order online with GlassesUSA and, after five days, I am experiencing what feels like a bureaucratic nightmare. I am starting to believe that I will never receive the product I paid for and that this company is fraudulent. When you place an order, you must provide information from your prescription, which they claim to validate. However, what has happened since is utter chaos. From the first day, I provided them with my optometrist's phone number and name. The following day, I received emails from the validation team stating, 'it can't be validated; we can't reach the company'—this situation persisted for several days. Yesterday, I called and, with the permission of the supervisor, I was allowed to call my optometrist, who verified my prescription over the phone. I was overjoyed, and the supervisor even approved expedited shipping for the inconvenience. After ending the call, I received yet another email from the validation team, this time stating, 'sorry, we can't approve expedited shipping because we are still validating your order.' Now, even more frustrated, I called and was reassured that my order would still be shipped promptly and to ignore the email. Today, after 48 hours without any shipping confirmation, I called to inquire about the delay. I encountered an extremely rude representative and requested to speak with her supervisor. This time, the supervisor informed me that my order could not be validated over the phone and only by fax, rendering the previous validation useless. I was told they would attempt to resolve the issue by fax. To make matters worse, my optometrist has confirmed that, to date, no one from GlassesUSA has contacted them to verify my prescription. At this point, I feel like I am being given the runaround and blatantly lied to. Despite the initial supervisor's approval, I was also told I would not receive expedited shipping.
I bought and paid for eye glasses on web site Glasses USA. I paid for and requested expedited shipping and was supposed to receive within 3 to 5 business days. I was provided a tracking number to CDL shipping. I kept checking the shipping website daily but there were no updates other than they "received the info" When I called on the 5th day I was told that I needed to wait one more day cause the first day doesn't count. I was also told that the package was probably not scanned yet. So I contacted them on the "REAL" 5th day and was told that the shipping company is having issues. So now I got a different excuse! I asked for a refund and they will not refund cause the merchandise is in transit. I have to wait till it somehow miraculously arrives. And then I can go through the hassle and cost of shipping it back to them AND then they would issue a refund.