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GlassesUSA Reviews Summary
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 18th among Eyeglasses sites.
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Horrible customer service from top to bottom. Mistake after Mistake with no accountability. Glasses were not worth the experience.
I am here writing this because I had to wait 4 months for my glasses to arrive at my door. I ordered a 300 dollar pair of ray band prescription glasses for the first time on this glassesUSA. I got them THREE Weeks later. Of course they got the prescription wrong on one eye so I gave them a second chance and EXCHANGED them through them (which it wasn't easy) simply a constant battle with the chat bot on they're website due to a lack of an actual person on the phone. I did end up getting them. I originally order them in December 2022 and I just got them yesterday mid March 2023. Go anywhere else..
Hi Gustavo,
We’re sorry to hear that you experienced difficulties with your glasses order. It appears that you had entered an incorrect value when placing your original order. We did receive a copy of your prescription and placed the exchange order with your correct prescription.
Recently, we improved our self-service to make it easier for our customers to access it 24/7.
You can reach our Customer Care team for assistance everyday from 7 am to midnight EST at 1-844-244-1186.
You can also reach us 24/7 on Live Chat at GlassesUSA.com for any other inquiry. Additionally, you can check out our Help Center and get instant answers to the most common questions.
Our apologies for the delay and we're glad that you are enjoying your new glasses.
Yours truly,
GlassesUSA.com
I have delt with them in the past on 2 seperate ocations with no issues. The first time was for some raybans around 2017 the next time was some okelys in 2019 and this time in 2023.They guarantee a 3-6 day production turn around after waiting 2 weeks on the this may take 3-6 buisness days to complete. They re initiated the production date from February 26 to March 12 so i receivedanother email saying your glasses are in production AGAIN after 2 weeks. After reaching out to customer service numerous times the best they can offer me is to escalate this order to the production team which according to them it takes 1-2 buisness days to reach back. I don't know how long their buisness days are but no one reached out until March 14, after calling every other day since March 3rd. All the email said was "your order is set to ship in 3 days" this was 6 days ago I contacted customer service today and guess what all they could do for me was escalate again to the production team. Never again do I want to deal with GLASSES USA which by the way is fabricated over seas in Israel.
Hi Gabriel,
We’re sorry to hear that you experienced a delay with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
We are reviewing the status of your order and will update you promptly.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
1 month since I placed my order and I'm still waiting for my glasses. I've spoke with customer service 4 times now and all they can say (since the first time) is that they will place my order in the priority list and the production team will give me an update. 6 days ago, the production team gave me an update saying my order was expected to ship within 2 business days, but nothing happend until today.
Hi Alessandro,
We’re sorry to hear that you experienced a delay with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
We are reviewing the status of your order and will update you promptly.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
Falsely advertises "fastest online glasses store". DO NOT TRUST WITH AN EMERGENCY! BBB RATING 1.3 / 5. March 8 order still not shipped ON March 20.:
Hi Robert,
We’re sorry that our production and shipping timeline did not meet your expectations. Production and shipping times vary depending on your prescription and the nature of your order, as well as which shipping method you choose.
As stated on our site and at the time of purchase, our typical production time is as follows:
Single vision (general use/near vision): approximately 2-4 business days
Multifocal / bifocal / tinted lenses / polycarbonate lenses: approximately 6 business days
Shipping can take between 5-10 business days, depending on the Courier:
Standard (free): up to 7-10 business days
Expedited (additional fee): up to 5-7 business days
Express (additional fee): up to 3-5 business days
It appears that your glasses have been shipped and should arrive within the express ship timeline. Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
Our apologies for any inconvenience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
From when i started my purchase to after months of wearing my glasses and warranty service. They have provided outstanding service through out the entire process. Customer service reps are friendly as well. I highly recommend them for any of your glasses needs.
I like the glasses from this site and the convenience, but hope you don't have to try to reach customer service. I have had a few issues with orders but it was the most painful process to actually reach someone. Chat is useless, you might be lucky and get a response to an email, and you are also lucky if you can't reach a person via phone and not just get useless information or get kicked off the line. After the latest issue (wrong glasses sent to me), I finally reached a person after a few attempts. Hoping the exchange gets done correctly. Sigh--it's too bad, as the prices are great. They would be so much better if they fixed the customer service aspect.
Hi Patricia,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Once your glasses are received at our returns facility, we will begin producing your new pair.
Our apologies, again, and 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.com
I returned my glasses after I received the incorrect prescription. It was my fault but I purchased the Enhance Coverage and contacted GlassesUSA very quickly to return them. I was given a return label and a tracking number. USPS shows it was returned but GlassesUSA doesn't show it as received and it has been over a month and a half. The chat option doesn't help on their website for this issue and you can't get to a live person. I just want the glasses I paid for before I have to file a dispute with my bank.
Hi Andrew,
We’re sorry to hear that you experienced a delay with your exchange order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Your exchange order is being processed and a new order confirmation will be sent to you.
Our apologies, again, for the delay and thank you for your patience.
Yours truly,
GlassesUSA.com
They messed 2x my daughter's prescription. If you are trying to save money, don't do it! You will waste too much time with a horrible costumer service and money as well because they won't refund you.
Hi Nelci,
We’re sorry to hear that your daughter experienced difficulties with her glasses. It appears that you had returned the first pair and provided us with a new prescription. The second pair was produced correctly according the updated prescription. Meanwhile, your refund is being processed and a confirmation was sent to you.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I ordered from this company thinking it would be good buisness I'm discussed with them for one my Versace frames I ordered didn't come with Versace hard shell case for the frames it took almost 3 weeks and AMAZON has the same ones I could've recived it two days with the Versace case and rag never again stop rippin people off reselling the cases because if u buy from Versace or what ever they provide the cases were tf are they?
Hi Lavell,
We ensure that each pair of glasses are shipped with the correct frame case. It appears that your order was shipped but has not yet been delivered.
Production and shipping times vary depending on your prescription and the nature of your order, as well as which shipping method you choose.
As stated on our site and at the time of purchase, our typical production time is as follows:
Single vision (general use/near vision): approximately 2-4 business days
Multifocal / bifocal / tinted lenses / polycarbonate lenses: approximately 6 business days
Shipping can take between 5-10 business days, depending on the Courier:
Standard (free): up to 7-10 business days
Expedited (additional fee): up to 5-7 business days
Express (additional fee): up to 3-5 business days
According to the tracking details, your glasses are in transit and should be delivered well within the timeline. If you require any assistance, please contact our Customer Care Team at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA.com
It's been a month now since they received the sunglasses back from me and I'm still waiting for my refund. There is no one you can talk to, you have to go through their Chat system. Every time I contact them, they say they will expedite my refund but nothing ever happens, and I'm still waiting! Terrible! You should not have to wait that long for a refund!
Hi Tom,
We're sorry to hear that your refund request was delayed. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met and 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.
We are reviewing the status of your order and will update you promptly.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I ordered a pair of prescription sunglasses, service and/or updates are nonexistent, was told it would be 6 business days to produce, it's been over 2 weeks and no communication from company. Their phone and web support is not helpful at all, they do nothing to actually assist. I am on the verge of canceling order and requesting a refund, I would discourage anyone from using their site due to the absolutely horrendous customer service.
Hi Rich,
Thank you for your feedback. Recently, we improved our self-service to make it easier for our customers to access it 24/7.
You can reach our Customer Care team for assistance with new orders and upgrade payments for existing orders everyday from 7 am to midnight EST at 1-844-244-1186 by pressing 2 for Sales and then 2 again.
You can also reach us 24/7 on Live Chat at GlassesUSA.com for any other inquiry. Additionally, you can check out our Help Center and get instant answers to the most common questions.
https://support.glassesusa.com/hc/en-us
Meanwhile, your glasses are in transit and en route to you. The tracking details are available at: https://www.glassesusa.com/tracking/search/
Our apologies for any inconvenience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
I ordered three pairs of prescription eyeglasses from Glasses USA. My first order was delivered awhile ago and they are absolutely terrific. I couldn't be any happier with my order. However I am somewhat disappointed with my other 2 orders that I placed just a few days after my first order was placed. I have only received one update on the order status and that is that they received the orders. I contacted the customer service which is deplorable and just a computer bot and was told that the orders for both glasses shipped a week ago. I don't know what kind of shipping method they use but one week waiting since being told my orders shipped is a bit too long. I also need to mention that the production took several weeks to make my eye glasses. I am somewhat disappointed and not sure if I would order glasses online again.
Ordered glasses twice before from GlassesUSA.com. Both times had occasion to check on something with the customer service phone number and got excellent human customer service. NO MORE. Just tried to get an order from them with updated prescription. Never got an order conformation number or order visible on the website. My previous two orders are still visible. Online chat is an AI that will NEVER get you a human. Tried several times and although it said "waiting on agent" it would always time out with a popup window saying "disconnected from agent." Service phone number no better, all options available tell you to see the website. Email took a week before getting a reply that requested me to send more information including my email, which is here they sent the request. Finally got a phone message after 9 days but no way to call back, They requested I email them day & time I would be available for a callback. When callback came, rep had no access to my order information or information like prescription already in my profile and insisted that I needed to send her an email with it? Seemed like just a stalling tactic. I finally told her to just cancel order and I contacted charge card company to make sure I got my payment refunded. Loved this company but they have lost their way. Will never use them again.
Hi Bill,
We’re sorry to hear that you experienced difficulties with your glasses order. It appears that the miscommunication regarding this new order was on account of two different emails you were using. The email address that was entered when placing the order was different than the email address you were using to correspond with us. Orders are associated with the email address entered on the order form and the order confirmations are sent to the corresponding email address.
Meanwhile, we have received your cancellation request and our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I placed an order for a pair of eyeglasses. I canceled the order after 7 days since there was no update with the order. I requested a refund. I've chatted in twice on 3/8/2023 to get an update regarding my refund and both reps ended the chat. I would never recommend this company to anyone and beware there is no option to speak with a live person. I will be contacting my bank to get my money back since no one can seem to get me an update.
Hi Devana,
We’re sorry to hear that you experienced difficulties with your glasses order. We have received your cancellation request and your refund will be issued promptly.
It appears that your chat sessions were not ended abruptly by our Customer Care Team representatives. The communication ended when you left the chat session. Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I am very happy with my new prescription glasses! I confess I was a little fearful because I've never have my prescription glasses done online before. I've been going to the same eye doctor for years. What made me look for other alternative? My prescription glasses got broken in December and I couldn't get an appointment with my eye doctor any time before the end of April. So, I decided to take the chance. I requested a copy of my prescription. My eye doctor didn't want to give it to me. I insisted. They ended up emailing it to me with big letters on top saying "expired". I went to glasses USA website, I typed in my prescription information and ordered my prescription glasses. Seriously, I was very anxious. It was delivered two days ago. I couldn't be happier! My glasses are perfect! For sure I'm going to stick with them!
The glasses I received are obviously the wrong prescription but I received a message that I can't return them. I can't get a live person on the phone or chat. Terrible, terrible customer service. Don't give them your money. I'm out several hundred dollars and cannot get anyone to help me.
Hi Debby,
We’re sorry to hear that you experienced difficulties with your glasses. It appears that the lenses were produced correctly according to the prescription that you had entered on the order form. Meanwhile, it is very important to us that our customers love their new glasses. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
You have successfully filled out the returns form. Once your glasses are received at our returns facility, your refund will be processed.
Recently, we improved our self-service to make it easier for our customers to access it 24/7.
You can reach our Customer Care team for assistance everyday from 7 am to midnight EST at 1-844-244-1186.
You can also reach us 24/7 on Live Chat at GlassesUSA.com for any other inquiry. Additionally, you can check out our Help Center and get instant answers to the most common questions.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I ordered a pair of sunglasses, was pretty easy but i received an immediate email for $15 off if i ordered another pair of glasses within 24 hours. So I decided to order a pair of computer blue lense reading glasses - but the coupon would not apply. Online chat poor - asked a lot of questions for me to provide answers and then said they couldn't help and would 'schedule' a customer service call in 2 days. So I called in and was just told - it doesn't work, it doesn't work. When I finally got angry and said to cancel first order there was an offer for him to try to input the order and apply the promised $15 off. At that point I declined, cancelled all orders and will go in person to an eyeglass store.
Hi Sherry,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed and 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.com
I purchased glasses the lense did not fit in the frame at the top.i returned them and they received them on 2/6/23. At that time I called and changed the frame. Unfortunately it took days and phone calls to confirm that they got the change in my return instructions. I finally got an email to confirm the new frame which I did confirm. They new glasses finally went to production on 2/21/23. I have made multiple calls as I am leaving the Country and need my glasses by 3/6/23.2 calls today and no one can give you a straight answer. So I made a 3rd call tonight I was told they were ready I wanted to pay for express shipping so I could receive on time. I was put on hold and guess what the call was disconnected. I will be out of the country for 20 days and their return policy is 14 days. I will be returning the glasses if they are not correct and let my credit card deal with them. Buyer beware.
Hi Jane,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Your new glasses are completing production and will be shipped shortly. To get your glasses to you as quickly as possible, we will send them by expedited shipping.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I have an open order & a return that nobody's doing anything about. Over 2 weeks now, never respond to any inquiries about my issues. The return is for scratching on their anti-scratch lens, for which I purchased 2 year protection.
Hi Thomas,
We're sorry for the delay in processing your exchange order. The order has been placed and an order confirmation was sent to you.
At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We are an authorized reseller of the premium and designer frames available on our site. All frames are genuine.
Our apologies for any inconvenience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
From the business
GlassesUSA.com offers prescription glasses online at discount prices. Buy quality eyeglasses with a 365 days manufacturer? ۪s warranty, free lenses, and free shipping.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi John,
We’re sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met and 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.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com