Our production times vary between each prescription and lens type we produce. By far our glasses are produced and delivered before the times stated in our shipping policy. In some cases, unfortunately, glasses might not pass quality assurance, which means they need to be remade. This unfortunately means that we have to start again from scratch, but as a rule we do not send out any glasses that did not meet our quality standards.

Shipping times are unfortunately mostly beyond our control as we depend upon our carriers to deliver the products in a timely manner. Our delivery department works toe to toe with all of our carriers to make sure our glasses are delivered as promptly as possible. We also offer a variety of shipping options that ensure a faster delivery for any interested customers, but our customers need to keep in mind shipping times do not include production time.

Our customer service is available by phone, email, chat and social media around the clock, 24\7. We can be easily reached at any time, including weekends and holidays at all times to answer any questions and concerns. Our dedicated customer service team works around the clock to make sure any and all issues are taken care of.

We are always working on improving all of the above, whether by opening new facilities, working and negotiating our agreements with carriers or expanding our customer service team and making them more efficient. The results are there and the vast majority of our customers are very satisfied with our services. We heartily suggest trying our services and seeing for yourselves.

Over 2 years since the question was asked and I can say from my recent experience that their service has not improved at all. Just like here, they give excuses but never address the problems directly. My order sat for 11 days before anyone started on it. Numerous calls & emails got no explanation, just excuses. This company does not place a priority on customer service, despite what they say, their record proves otherwise.

I placed an order and recieved an email stating that the billing department needed more info in order to proceed with my order BUT THEY STILL WENT AHEAD AND CHARGED ME FOR THE GLASSES. MY order isnt even processed!

The wait for customer service to answer the call initially averages seven minutes, far too long for a buisness then, all one gets is the run around as to where are the glasses that were promised over a MONTH ago? No tracking info provided but company excuse is that they aren't responsible for the shopper, then change the shipper to provide better customer care. I just left at message at the corporate HQ, 212-784-6094. Doubt I'll get a call back but I will let everyone know. Meanwhile, I was forced to purchase a pair of glasses from a brick and mortar store due to the delay by GlassesUSA. The saga continues.

I was thinking about using this crappy company until I did a search for reviews. The people that posted won't see this, but I'm extremely grateful for the time each buyer took to comment and tell the truth about this sham company. I hope that everyone calls the BBB and gets them shut down. Needless to say, I won't be wasting my time or money on this obviously shoddy (at best) "company".

I'd take a look at the dates the negative comments were posted. Not only does it appear that new negative comments have been added since your question, but there was also a 6 month lag from the time you asked your question until the company posted a response. That should tell you something.