Glasses USA’s earns a 1.2-star rating from 6 reviews and 152 complaints, showing that the majority of eyewear shoppers are dissatisfied with their purchases.
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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.
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.
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
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
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.
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..
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.
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.
Deceitful website
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?
The complaint has been investigated and resolved to the customer’s satisfaction.
Worst Service Ever
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
I got the glasses in 4 weeks, but could not use them at all. The refund process is a nightmare. When calling they are always going to send an email or someone will call in 2 days. I have finally been able to return the glasses that they want in 6 days, yet they say to wait 30 days for your credit! If I don't receive the credit, I will file complaint through my credit card company and BBB. My recommendation is It's definitely not worth the trouble!
It was 9 days before they mailed my glasses via USPS (slow) I sh po uld have ordered through bonlook or wary parker. I still paid 78 dollars for my "$40" frames after all of the tac on extras like scratch proof and non reflective. I hope they arrive before the two week mark at this point, and i pray they're the right prescription. NEVER AGAIN.
Overcharge/Won't refund
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!
The complaint has been investigated and resolved to the customer’s satisfaction.
Not surprising. They provide horrible service. My recommendation is never buy progressive lens from GlassesUSA. Also, despite the 100% Guarantee, etc. promos on homepage, I think very misleading. Check out their profile on BBB and other review websites.
Dear Customer,
I am sorry to hear that the billing problem was not fixed to your satisfaction. I can assure you that we would never overcharge someone and keep the money. I believe there was simply a misunderstanding between you and our customer service team. If you could please call us at [protected] between 9am and 5pm EST, I assure you that we can fix the problem.
I am sorry for any confusion.
Sincerely,
Brandon Le
Manager, GlassesUSA Customer Service
No Glasses, Took Money
This company is a total scam... took my money...no glasses now they wont return my phone calls. They say they are from Jersey but their glasses come from Israel. Beware and DO NOT BUY FROM THIS COMPANY!
The complaint has been investigated and resolved to the customer’s satisfaction.
GlassesUSA has little to do with the USA. I was told my glasses were being made in 'Europe' and shipped via DSL. There is no DSL delivery here in Montana. I asked if they could be sent via USPS. NO! I was told they take ZERO responsibility once the glasses are shipped. They sent me a tracking number and it was bogus--didn't exist in the system. In short, I was completely ripped off. No glasses, no apology--these [censor] display outright contempt for their customers, whom are probably considered 'marks.' Never again will I order glasses online.
Glasses USA just told me that they couldn't fill my order until I emailed them a copy of my ID! I told them that in this day and age of I'D theft to email a copy of my ID is just foolish. She stated that if I didn't comply, they would be forced to cancel the order. I told her to go ahead and cancel. She hung up on me.
Agreed. They took my money and sent me glasses that had prisms on them within a few days. I returned the glasses. They would not promptly respond and then said more than 90 days had passed so I would not receive a refund. They intentionally did not respond to let the time pass so they could keep my money. I filed a report with my local police agency for Internet Fraud and Theft and a consumer complaint with the office of the Attorney General.
This Company has the worst customer service. Everytime I called them to inquire for the shipment of my eyeglasses, all their representatives are "always busy" and I'm the 20th caller. The tracking number I received tells me that my order was shipped on Oct. 19, 2015 and it's already Oct. 27th and I still haven't received my order. Based on the many complaints and very bad reviews of other customers, I think that GlassesUSA.com is really a scam. The government should take action against this kind of online scam!
Agreed. There is something crooked about GlassesUSA. I've tried calling their customer support number 5 times now and I ALWAYS get this short little bit of music and then an automated woman's voice telling me all the people who could help me are busy. This is obviously BS. I tried e-mailing them too and have received NOTHING back. Do not trust this site whatever you do. GlassesUSA IS NOT WHAT IT APPEARS. I'm really starting to doubt I'll ever get my glasses even though they happily took the money from my account. And in any case, the site has very, very poor customer service as there is absolutely no way to contact the company that actually gets a response!
Beware of this company!
I ordered some glasses from this company and a few days later I received an email saying that the frames that I ordered were not in stock (although their website said they were and allowed me to complete the order). The email also said that my shipping would be upgraded at no cost to make up for this error. A few more days later I noticed that my checking account was charged an international transaction fee to which I discovered that their company is out of Israel (which they failed to disclose - on their website it said that they were out of New Jersey). I called to check on the status of my order and it still hasn't been processed and I am wondering if I am even going to receive these glasses at all. They took my phone number and are supposed to call me back, but I haven't received the return phone call yet. BEWARE OF THIS COMPANY! I think the FTC should do something to keep these companies from scamming us.
I originally made this complaint and I did receive my glasses and they are very nice. My only complaint now is that they didn't let me know it would be an international transaction and the mixup with my glasses made it take a long time before I got them. They did give me a 20% refund and free express shipping. After everything is all said and done, I would order from this company again. If it wasn't for the mixup I probably wouldn't have posted this complaint.
The complaint has been investigated and resolved to the customer’s satisfaction.
I ordered prescription glasses from glassesusa.com. They took my money, but my order is nowhere to be found on the website, nor have I received them. It is impossible to get a live person in the phone. STAY AWAY - FAR AWAY FROM THIS COMPANY. IT's A SCAM!
THE EXACT THING HAPPENED TO ME! They do not have a customer service line, the entire company is a scam mill. I order a $450 pair of "YSL" glasses that broke within the first month of gentle wear. please do not purchase from this site and visit your local optometrist instead.
Be careful. I ordered glasses for my child and at her follow up appointment at the ophthalmologist they tested the glasses prescription. She couldn’t see with them on and wouldn’t keep them on for more than a few seconds. Come to find out It was completely wrong and it appeared they added the powers together in a weird way. I told them prior if they didn’t think they could do it that I would just take a refund. They went ahead and did them but completely wrong. Now we’re going to a local place to get the right lenses. Do better.
Unbelievable! Why didn't I read these before spending neatly $400 on glasses I needed badly and three weeks later still don't have. And no customer service, no tracking as promised no 24/7 live support as promised and now I'm gonna be out nearly $400 cause after reading all the complaints I have no reasonable expectation that I will recieve glasses I can actually use. They have allready lied to me scammed me and betrayed my trust. I spent countless hours researching glasses on their site and should have spent 5 minutes researching them .
Stay away from GlassesUSA. I ordered two boxes of Acuvue prescription contact lenses, one box is correct, the other box is incorrect. It shouldn't be that difficult to put the correct prescription contact lenses in a shipping box when there are only two items. The customer support phone contacts are a complete JOKE. You get the same Philippines representatives repeatedly apologizing for the mistake, but you cannot directly reach GlassesUSA. They will tell you they understand how urgent your matter is but they will also tell you the Returns Department will get back with you in 2-3 days by email only. How many mistakes are they making if it takes them that long to get back with you on an urgent matter?
Bob I.
THIS EXACT THING HAPPENED TO ME! This company does not even have a customer service department! IT IS A SCAM! they will have you talk with an agent from overseas for 30 minutes, they will say the supervisor is unavailable and that they will get back to you in 2 days. Then an auto generated email will reach out asking if you want to buy more products. I received a pair of "YSL" glasses with crooked lenses and uneven/ uncomfortable fit. I am confident these glasses are fake and I was charged $450! Super unhappy with my experience, and I am convinced the 5 star reviews online are paid for/ fake because there is just no way.
returned my glasses for an exchange because I could not see distance clearly. I sent several emails and called them multiple times asking one question. "were the glasses made correctly or is the prescription wrong" ? I am absolutely positive they are going to send my original glasses back to me and claim that they remade them. They didn't respond to most of my emails, when they did respond the answer was completely irrelevant to the question I asked. Customer service can not answer questions over the phone. When I call I'm told that a manager is currently unavailable to talk, a manager will return my call the same day. No one has returned my phone calls. The return policy is 100% refund on 1st returns only. If you need to return them a 2nd time you can only get a store credit. My advise to everyone is. Buy your glasses somewhere else. if you buy them from GlassesUSA and need to return them, TAKE THE REFUND! DO NOT EXCHANGE THEM!
This company is a scam. They take your order online, then charge you immediately before sending you anything. Then they delay for at least 5 days and say they are having a problem with your prescription and ask you to call your doctor 3x to have him include a "brand name" on your contacts prescription. After that made-up hurdle and catching them in 2 outright lies, I'm done. Called to cancel and they said up to 30 days for a credit. Really? You charged me for something you never processed or shipped and want me to wait 30 days for my money back? Scam. BTW, their competitors 1-800CONTACTS verify prescriptions in a day and offer an eye exam online. This place puts cheap prices online to lure you in and charge you $, knowing they won't or can't deliver. FTC complaint 4 sure.
SCAMERS they aren't in the USA. if you get what you ordered you were lucky! Customer Care is a BIG JOKE they don't do anything' it has been a few months and I have called every week still I don't have my complete order.
As said before, must be located in Israel, but tracking number is from Hong Kong. Paid extra for shipping to get them 3-5 days, so gave address in Tennessee as was going to be there 10 days. Did not ship for 10 days, so called, emailed and chatted to change address. Was told they couldn't change address (btw, got 3 different answers from 3 different nationalities other than "USA"). I said I would not be here to receive, nor would anyone be here for a month. Called UPS to see if could change, no, because it comes from Hong Kong, if attempted and can't deliver, we will call shipper and ask if they want it back, or abandon. By email the answer was "if we get them back, then we will refund your money" knowing they would say no, abandon. VERY poor customer service.
this place is a scam and consumers should stay far away from them
Online scam
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
I placed an order well over a month ago. I have reached out several times by chat and telephone and no one can give me any information as to why my order is delayed. Customer service is awful and zero help.
Good luck contacting this company through customer care - it doesn't exist.
From dead email links, a non-working phone number, and a terrible chat platform. I received my glasses after waiting several weeks; however, the frame size is wrong. Again, without real customer support, I'm stuck with them.
I'd give zero or even negative stars if I could. This company is a scam and total crap. They texted coupons and won't uphold them. They keep hanging up on me, won't put me through to a supervisor and refuse to give any other information to contact corporate.
Total [censored] company!
Two pair eyeglasses. I can not see anything closeup which was the main reason for getting these glasses. Please send me whatever postage-paid return container i need to send them back and return my money.
Michael cain 1010 sw 253 ter, newberry, florida 32669.
813_335_4281
shipped may 2 ,10 am
I ordered prada eyewear cannot get in touch with them regarding the wrong precription never received them cost 391.40 purchased May 27 2024 phone keep saying sorry your call can not go through ibought glasses before and didnt have all this confusion
It is impossible to reach out to a human representative. The item I received was not what I expected. Missed the 14 day return period because GlassesUSA made support unacceptable. I filled out a questionnaire 4 times and promised store discount which I did not received. Don’t yet have a return shipping label requested 4 times. Please reach out.
Hello I ordered contacts on 10/23/23 , they were unable to fill because my prescription was wrong . They took my money and never refunded it . Is there a way I can expedite this Dean voltolina
Lousy customer service. No followup once order placed. Delivery time is very slow (they use USPS, so that's a start to the problem). I paid for expedited delivery. After 14 days of no glasses, I canceled my 2nd order. First order had similar slow delivery problems, and the glasses did not fit.
I tried calling customer service and it is setup so nobody can speak to a customer service rep live. that is as bad as it gets with this company. I tried like ten or eleven times and got the bot every single time. Does not even give you the Option to talk to A Real Person.
They advertised 10 days, I order on June 7th and now is July 2nd but it still in production state, they have automation call center and it impossible to get a human customer service. They chat online also answered by IA (not a real human). I wonder will my glasses ever arrived (over $500 prescription glasses).
Overview of Glasses USA complaint handling
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Glasses USA Contacts
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Glasses USA phone numbers+1 (800) 917-7083+1 (800) 917-7083Click up if you have successfully reached Glasses USA by calling +1 (800) 917-7083 phone number 6 6 users reported that they have successfully reached Glasses USA by calling +1 (800) 917-7083 phone number Click down if you have unsuccessfully reached Glasses USA by calling +1 (800) 917-7083 phone number 19 19 users reported that they have UNsuccessfully reached Glasses USA by calling +1 (800) 917-7083 phone number+1 (800) 525-4170+1 (800) 525-4170Click up if you have successfully reached Glasses USA by calling +1 (800) 525-4170 phone number 9 9 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 25 25 users reported that they have UNsuccessfully reached Glasses USA by calling +1 (800) 525-4170 phone number
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Glasses USA emailsraya@optimaxeyewear.com100%Confidence score: 100%Supportadmin@glassesusa.com98%Confidence score: 98%Itservice@glassesusa.com95%Confidence score: 95%supportreturns@glassesusa.com90%Confidence score: 90%contest@glassesusa.com78%Confidence score: 78%prescription@glassesusa.com78%Confidence score: 78%communication
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Glasses USA address954 Lexington Avenue, Suite 537, New York, New York, 10021-5013, United States
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Glasses USA social media
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Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Glasses USA contacts
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