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GlassesUSA has a rating of 2.1 stars from 3,819 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with GlassesUSA most frequently mention customer service, business days and tracking number. GlassesUSA ranks 17th among Eyeglasses sites.
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Quality of glasses and prices are great, but customer service and turn around time is painfully slow and below industry's average.
Quality is not that outstanding. Delivery time is very slow. Good enough for that price. Quality of frames and glasses need to be better and would help me to recommend to others then
Dear Andy,
We're sorry to hear that your shopping experience did not meet your expectations. If you are not satisfied with your glasses, we do offer a 14 no questions asked return policy.
If you require any further assistance, please contact us 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
Ordered my pair of glasses and took approx. 3 weeks to receive. It was too small so I returned the very next day. Tracking confirmed return order was received by them but still, have not received a refund. I have emailed them several times and was told refund has been requested and will take up to 30 days but usually processed sooner. 30 days is up this weekend and I have not yet received my refund. My entire experience can be summarized in one word, slow. If you are like me unsure about ordering glasses online and doing your diligence checking reviews about GlassesUSA, my advice is to stay away and go visit a physical store.
Dear Jack,
We're sorry to hear that you encountered difficulties with your order. At GlassesUSA.com, we are committed to ensuring that our customers' needs are being met. Our Service Manager is reviewing the status of your order and will have it resolved for you promptly.
Thank you for your patience.
Yours truly,
GlassesUSA
Eyeglasses I ordered had flimsy frames and coatings either weren't applied or didn't work. Company site says "100% Money Back Guaranty," "365 day warranty," but they make it difficult to get those. After much delay and many emails, I disputed the credit card charge; THEN eyeglassesUSA sent me a return label. When no refund was issued, I queried them, was told they can take 30 days. More than 30 days have passed... no refund. BBB has many complaints about the company.
Dear Leonard,
We are sorry to hear that you experienced difficulties with your order. Our Returns Policy is very simple and the returns form can be filled out on our site. We would be happy to review the status of your refund request but you have not included your order number with this review. For a prompt update, please contact us 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
I returned a pair of glasses over 3 months ago- I have sent at least a dozen e-mails. All I get is automated responses saying someone will get back to me in 2 days. I will never order from this company again. In addition, suddenly my order history has been deleted. Doesn't show any of the glasses I've ordered. Very disappointed in their customer service.
Dear Lori,
We are sorry to hear that you did not receive your store credit in a timely fashion. At GlassesUSA.com, we are committed to ensuring that our customers' needs are being met. I know that you are disappointed with the level of service you received, and for that, we do apologize.
Our Service Manager has sent the store credit to you.
Thank you for your patience.
Yours truly,
GlassesUSA
My OLD Review:
I ordered two pair of sunglasses for them, wait over five weeks and ended up receiving only one pair. I've emailed them multiple times and they've ignored my emails. I've called them and that's useless as well. Most likely they will reply to my comment here, but don't believe in their false reply. I've written other negative reviews about them on the same order and each time they comment on my review to make themselves look trustworthy to all the shoppers, when it's not a sincere comment. Each time they commented that they are looking into it... it's been over three weeks and they've not replied to any of my emails or remedy my missing glasses. Hey GlassesUSA, if you're going to create a fake comment to my reviews to make yourself look trustworthy, FIRST, reply to my emails and tell me my status!
UPDATED REVIEW:
After writing a few negative reviews online, Jack Winter (manager) reached out to me. He was truly apologetic for the customer service and for the missing pair of glasses. He immediately offered me a replacement for the missing pair, I got the replacement in a week. For this reason, I changed my overall rating to four stars. I guess if you have a problem with your order, it's best to reach out to Jack Winter.
Dear Willis,
We are sorry to hear that you encountered difficulties with your order. At GlassesUSA.com, we are committed to ensuring that our customers' needs are being met. Our Service Manager has emailed you directly to assist you personally.
Thank you for your patience.
Yours truly,
GlassesUSA
There were special circumstances regarding my order and ZERO consideration was given. TERRIBLE CUSTOMER SERVICE
Dear Sharon,
We are sorry to hear that you experienced difficulties with your glasses. Your request to return the glasses beyond the 14 day returns period was approved and a pre-paid return shipping label was sent to you.
If you require any further assistance, please contact us 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
This is the worst customer service I have EVER experinced. After 2 months, 5 phone calls and 42 e-mails, they still cannot fill an order. I had two order that were out of stock and it took a week each time to get a response from customer service. I cannot belive that this company stays in business with this terrible customer service process. If you value your time, don't do business with Glasses USA.
Dear Kirk,
We are sorry that you had a negative experience with us and for the week wait it took to respond on the out of stock issue. As an observation, to send large amounts of e-mails will only slow the matter down as we have to try and piece information together through them and it will delay the resolution of an issue in process. We endeavor to give the best customer service available and apologize if this was not the case. We note that you were refunded and we wrote to you already about it. We will review your case and we will look to see at which points we can improve on our service as we aim to give the best all the time.
Yours,
GlassesUSA.com
They have the worst customer service ever. They don't send the glasses on time. It has been 20 business days now and I haven't received my eyeglasses. I'm permanently leaving this week. They don't even bother themselves finding you a good alternative. No refunds while processing, no address modification, and no express shipping. I paid money for nothing. They hang up and end the chat without even finishing talking. Look for your preferred eyeglasses somewhere else. Don't buy unless you have a lifetime to wait for your glasses.
Dear DIna,
We are sorry that you feel this way and we can see that the order was already delivered to you within our stated production and delivery timelines. Once an order has shipped we are unable to change the shipping details or method. You selected standard (free) shipping, and after production, an order can take 7-10 business days to arrive. We value customer feedback and we expect the highest level of service from our representatives and we will look into the matter but apologize for any service shortcomings that you may have experienced.
Yours,
GlassesUSA.com
I ordered my pair at the end of March. I received them three weeks later after they spent eternity in "Quality Assurance". I had to return them because they were too small and I have yet to hear where they are, if they are on their way back if they received them or anything. It is now the end of May. This whole ordeal has taken more than two months which is unacceptable. When I ask them for the status they always say "Oh just give it a couple of days". Those couple of days have turned into a month and a half. DO NOT order from them.
Dear Maria,
Thank you for writing to us and a reproduction order is already being produced for you. We apologize for the wait and thank you for your patience and our team have written to you separately with details. We value our customer satisfaction and we can see that the timeframe was too long. We will do our best to get the new order to you as soon as possible.
Yours,
GlassesUSA.com
I first ordered Gucci Rx sunglasses on April 12. I waited and waited for them to notify me that my glasses were in production--nothing! On May 7, THREE WEEKS LATER, they told me the frames were out of stock. I chose new frames and paid for expedited shipping. I also told the poor English speaker on the phone that I was leaving for my summer home and since so much time had passed since the original order, the shipping address had to be changed. She took the new address info and said she would notify shipping. Today I checked UPS tracking and they were delivered to the old, now incorrect address. I received nothing but an apology from the latest poor English-speaking phone rep. They said it's now my problem and that I should have a friend or relative pick up the package on my porch and send it to me. Everyone I know has gone north for the summer.
Dear Leslie,
Thank you for bringing the matter to our attention and we note that the order (number as per your review) was delivered to the original shipping address. Once an order has been shipped we are unable to change the shipping address and we also note that the order was submitted on 7 May and delivered on 17 May which is well within the production and delivery timelines stated on our website. If you still need assistance with the order delivery please contact our service team and we will do our best to set things straight.
Yours,
GlassesUSA.com
Ordered my glasses on March 30,2019. They arrived about two weeks later and I could not see out of them. I returned them the next day for a full refund as advertised. My tracking number said they were delivered back on April 11,2019. Never received my refund even after several calls and emails to them. Always the same "lip service" saying how unusual that is and they will look right into it and get back to me. No one ever did, called again a few more times with the same run around all thru the month of April and up to May 18th at which time I called Pay pal to assist me. The next day the refund was deposited back to me. I think they hoped I would just get tired of it all and go away. If you order from them good luck. JG
Dear John,
We thank you for your message and we apologize for any inconvenience caused. The process to refund can take up to 30 days and we refunded the order irrespective of Paypal. Once an eligible request has been submitted we will process a refund and we are sorry that it took longer than anticipated.
Yours,
GlassesUSA.com
I was excited to purchase glasses/sunglasses from this website. Unfortunately, my purchases did not work out, so I returned them. Their return process is terrible. You have to track the return yourself and the customer is not provided with an type of refund status on the website. I had to chat with someone multiple times to get any status. I was told it would take a max of 30 days to get my refund. It is now past 30 days and I still don't have a refund. Whenever I contacted them, I was continuously told to allow 1-2 more days. I have since escalated my complaint to a higher power. I will never order from them again, and I have told several people I know to not order from them. Don't even waste your time with this company. They're not efficient and obviously don't care about their customers.
Dear Izzie,
Thank you for contacting us and we are sorry to hear about your experience and we note that we have already refunded your order. Our goal here is to please our customers and we are sorry that it was not the case in this instance. It can take time to process refunds and we strive to minimize the time that it takes.
Yours,
GlassesUSA.com
The returns department never responds to any queries. This is the third week running and they have not "processed" my returns yet. Whenever I call customer service they say they cannot reach returns department and my return will be processed "as soon as possible".
No concrete response to any of the tickets I created either.
Dear Karthik,
We're sorry to hear that you experienced difficulties with your returns request. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know that you are disappointed with the level of service you received, and for that, we are very sorry. Your store credit has been sent to you and we appreciate your patience.
We want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process.
Yours truly,
GlassesUSA
Been waiting for a month to receive my second because I purchase the bogo and still nothing false advertisement. As well as bad customer service miscommunication on their part
Dear Nani,
We're sorry to hear that you experienced difficulties with your order. We would like to check on the status of your order but, unfortunately, the order number you have provided is incomplete.
Please contact our service representatives 24/7 at 1 844 244-1186 or by live chat on our site and we will update you on the status of your order.
Thank you for your patience.
Yours truly,
GlassesUSA
It took me a month and a half to exchange my glasses. The worst return process I ever had to deal with online. They don't bother notifying you at all regarding the return status. Avoid buying from them at all cost!
Dear Taufiq,
We're sorry to hear that you experienced difficulties with your exchange order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know that you are disappointed with the level of service you received, and for that, we are very sorry.
We want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process.
Yours truly,
GlassesUSA
Ordered 2 pair of glasses on a BOGO deal. Received an email that both had shipped. One pair arrived on 4/27. Inquired about where the second pair is. They've been telling me for 11 days that they've sent a message to the "production" section and are waiting for a response. I've called, emailed, and sent PMs on Facebook. All they do is tell me same over and over - they're waiting for a response from inside their own organization. One rep told me the second pair shipped separately. I asked for the tracking number. They can't provide it because they need get it from their production area (sounds about right). Today I asked for a refund and finally discovered what game they're playing. I got the glasses on a BOGO special. Looks when you order, you think you're getting one free, but somehow they never send the second pair and you've now paid full price for the pair you did receive. By far the WORST organization I've ever dealt with. Deceptive and dishonest. Move on. There are plenty of reputable online eyewear providers out there. GLASSESUSA IS NOT ONE OF THEM.
Dear Coleen,
We're sorry to hear that you encountered difficulties with your order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know that you are disappointed with the level of service you received, and for that, we are very sorry.
We want to thank you for bringing this issue to our attention. We will review it resolve the matter in your best interest promptly.
Thank you for your patience.
Yours truly,
GlassesUSA
Took WEEKS (7) to get the glasses. The excuse was "testing". The glasses were nothing like description or picture. I think I got a cheaper pair. They said that's why they have the return policy. Read it. You're better off keeping them. Will cost almost as much to send them back. NEVER got a reciept for isurance. Will NEVER order again. Tried to unsubscribe but they just keep sending. What a nightmare...
Dear Anita,
We're sorry to hear that you experienced difficulties with your glasses. According to USPS tracking, your glasses were delivered in 14 days from the time you placed your order. An itemized receipt was sent to you. Please let us know if you would like another copy of it by contacting our service representatives 24/7 at 1 844 244-1186 or by live chat on our site.
We offer a 14 day no questions asked return policy if you are not satisfied with your glasses. Simply fill out the returns form on our site and you will be provided with a pre-paid return shipping label.
You may also unsubscribe from our newsletter by clicking on the following link: http://www.optout-tzgq.net/o-tzgq-f12-bbfd5070da754d9bd73a0508a888fb71
Yours truly,
GlassesUSA
I had to reorder glasses and I was step by step how to do it. She was very helpful and said to call back if I had any questions.
Dear Kimberly,
We're glad to hear that you found our service representatives very helpful and caring.
Thank you for taking the time to post a review.
Enjoy your new glasses.
Yours truly,
GlassesUSA
I'm a traveling insurance adjuster and I live on the road for my job. I ordered my glasses April the 8th, they arrived at my shipping location with family on April the 18th. By the time I got to a place long enough to receive forwarding mail, I get my glasses and HATE THEM.
They were nothing like the "try on" option where you can upload a photos. The frames were much smaller, pinch my ears and I just don't like them.
But I was 3 days outside of my "return window" of 14 days. Their customer service is horrible. No consideration of special circumstances and now I'm stuck with not, one but TWO pairs of really awful, cheap glasses.
Dear Stacey,
We are sorry to hear that you did not like your new glasses and that you encountered difficulties filling out the returns form. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We have extended your returns period so that you can return the glasses.
Our Service Manager has sent you an email with further details.
Yours truly,
GlassesUSA
Answer: So far it's been a month and still NO glasses, or tracking info. Much longer than the seven to ten buisness days- in Still waiting.
Answer: I got the same B. S. handed to me. After more than double the stated time and lack of response, I cancelled my order and notified my credit card company.
Answer: Because they're dishonest. They stole $193 from me in store credit
Answer: Dealing with them right now and thats a NO. Horrible customer service and they will loop hole you to no end so that they dont have to give you a refund on their product that does not work. My eyes literally work better without their glasses on my face.
Answer: 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.
Answer: There should be, they are horrible! They have 0 customer service- you can not speak to a live person! It's totally automated and inefficient if you need help in anyway!
Answer: Four weeks and still in quality testing which they estimate to take 3-5 business days.
Answer: Good luck with that John! This is the most horrible company I've ever dealt with. Lesson learned to do my research before ordering. I ordered because a you tuber I watch recommended them. Check out all the complaints on this site plus over 300 on BBB site. https://www.bbb.org/new-york-city/business-reviews/retail-optical-goods/glasses-usa-in-new-york-ny-107236/reviews-and-complaints
Answer: I ordered a pair on 3rd Nov and was still waiting on 20 Nov. I canceled them On the 21st. A rep called and convinced me to give them a second chance...big mistake. I gave them a second shot and resubmitted the order on the 21st. The rep assured me that the glasses would be shipped in 6 days. Taking into account Thanksgiving the glasses should have be shipped on the 30th but they were still in production and, again no real customer service. I canceled and drove to America's Best. In 15 minutes I ordered glasses and they were $30.00 less than glassesusa. I don't recommend that company.
Answer: If they have their way, NEVER! Ive been chasing them for weeks now and all they do is ignore me.
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Dear John,
We're sorry to hear that you experienced difficulties with your order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know that you are disappointed with the level of service you received, and for that, we are very sorry.
We want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process.
Yours truly,
GlassesUSA