GlassesUSAReviews 3,819

Glasses USA has the absolutely worst customer service. They do not answer phone and the bot on chat is useless. I will use Zenni in the future.

Order glasses and got a text that they had shipped. Said tracking would update in 72 hours. Well that's come and gone and still no update. Thought I had found somewhere to purchase glasses easily, but with shipping issues I don't think I will ever do this again.

Placed an order on Jan 1,2023. Charge of $73 posted same day. Received no email confirmation but a text from *******872 informing order was received. No order number provided. Received several more texts on 1/3/23 and 1/4/23 informing "order has shipped." Nothing arrived so I tried to contact GlassesUSA.com on 1/11/23. Phone number listed (*******186) doesn't allow customers to access a live agent. It always redirect you back to their website and you must have the order number to chat with the "virtual agent," the so-called AI engine that often get lost when correspondence going off its scripts. I tried to email them instead. They first requested that I provide additional information (name and email used to order) which I did, again. It's important to note that while they claimed that they didn't have my order information, I continued to be bombarded with their advertising emails every day. Then after a few more emails back and forth, on 1/15/23 they sent me the order number and a link to track the order status. First tracking shows that the order was expected to arrive 1/12 but it was still "in transit" as of 1/15/23. I waited until today 1/18/23 to check again to find out it was "return to sender." Tried to contact again by phone as they asked "call from 7 AM to midnight EST at *******186" to no avail. Continued to try to contact them by emails. One agent after another (Aaron Jones, Ann Adams, Keyther Santana) replied with all the gimmicks ("we need more info from you," "you can track your order over here," "it seems your order is experiencing some unexpected delivery issues" etc) but no real answer or a helpful assistance was provided. Tried to call again to no avail, of course. Frustrating and cannot wait for the order any longer because we will have to be out of town for an extensive period of time, I sent another email requesting a refund. They sent back an email requesting me to fill out a form to "return" the order for a refund. Meanwhile, I received another text that states "Yay! Your order has shipped blah, blah, blah." Catching 22 ~ You paid but you don't get your order! You don't have your order to "return" to get your refund!

Ordered a set of prescription glasses that I obtained from a local chain store(Lens**) that had become unusable due to being sat on. Very accurate prescription (you get what u order so be carefull ordering). Only problem I had was getting them adjusted to not slide down and getting the earpiece adjusted properly.
All in all good quality set of glasses much cheaper then I could purchase locally.

I ordered glasses and they made the ground look curved. Did not understand why until I learned the they did not make the glasses for my pupillary distance. I brought this to their attention. The stated that they make the glasses to a standard PD. AND WOULD NOT FIX MY GLASSES since I was past the 14 warranty.

ORDER FROM OTHER COMPANIES THAT MAKE GLASSES TO FIT YOU.

The site said my glasses were delivered but I never received them. Tracking sites had different delivery dates. Glassesusa.com had it delivered on Jan 8th while the CDL link had it delivered on the 5th. If you go to the CDL website it says it was delivered on the 5th but was in transport on the 6th. Is it delivered or in transport? I also tried to call and could not get a real person and the automated answers were useless.

I have ordered with Glasses USA before. They were good last year. This year they didn't send me my glasses the way that they said that they would (through DHL). They sent it through USPS, which sucks in my area. I would not have ordered if I knew that they would use USPS. I payed for express shipping, but did not receive the glasses within the eight days promised with express shipping. They returned my glasses to sender. When I asked for a full refund, they gave me a run-around. Don't order from them, they can't fulfill on their promises to ship your glasses in a timely manner.

I will never ever order from here. Bad and slow responses. 씨. 팔. 개쓰레귀같은 웹사이트 조카틈 이거 쓰쥐마. 처방전없이 주문이 되길래 주문 했더니 나중에 없으면 안된다고 해서 취소해달라니까 답 안하고 존나 시간 끔

I ordered 2 pairs of glasses from glassesusa and had no problem. The past 2 have been issues. Not on time. So paying for quick shipping is not worth it. They say 72 hours after leaving production I will receive them. Ordered on December 17 and still not here. Can't reach a person to speak with only automated on internet. Very displeased with no contact. I loved the past 2 pairs I ordered. But received one recently. Script was not right. Now waiting on second pair. Very frustrated cause this has happened twice on shipping

The selection of glasses is great and I liked that they have name brands at a discounted price. The first time I ordered two pairs of glasses in October, I ended up having to send them back because I inadvertently used my contacts prescription. Processing that return was quick and I had no issues. However, I started having problems after I received the corrected prescription. I haven't changed glasses in a while so I thought I needed extra time adjusting—however, I was getting severe headaches almost daily which I knew wasn't normal. I stopped wearing them and went back to my old glasses, which stopped the headaches. I got reexamined at an eye office and found out the PD was off, which I'm sure was causing my discomfort. I attempted to process an exchange with the new PD even though I am out of the two week window. The representative told me they would make an exception only for them to turn around and send an email saying they couldn't help me. While I understand I'm out of the window, I don't appreciate being told they would help me and then didn't. I feel as though the trial period with the new glasses should be longer. Now, I will have to fork over more money to get the lenses replaced elsewhere. I still want the glasses so I don't see why it should be a problem to put lenses in them that work for me. This was my first time ever ordering online and I'm not sure if I'll use this company again.

I've been a customer for 3 yrs. Pd for 2 yr warranty + $32 for remake and they say they never received the return. They were returned with another pair that they DID receive.

I paid for the 3-5 day expedited shipping because my doctor told me it was necessary for me to get them ASAP, and it has been over 8 business days since it has shipped with no sign of my purchase. The customer service was a bot online that couldn't understand, the phone did not have options for me to speak to a person, and my email to customer service never got a response.

You'll only receive one pair. With plenty of excuses why. Potential buyers take caution. Their deals are Not what they are Advertise

I ordered a pair of Raybans and while the delivery was prompt, the size wasn't satisfactory. I sent back the glasses and upon them receiving it they provided no follow-up. I've now contacted them 4 times through email (can't get through their phone lines) and I've specifically provided clear instructions to exchange or a refund but nothing has been follow-up on. Huge headache for what should be a simple procedure. This will likely require me contesting the transaction through my CC. I will definitely not be buying from them in the future.

Unacceptable lack of communication. Horrible return experience. No supervisor to speak to. Run. I changed my order hours after submitting. They never changed it. I asked for a return and still have yet to receive a shipping label 5 days later. I asked that I be given the opportunity to hang onto these glasses while I wait for the new ones to arrive. They said yes in the phone but the return department said no. They said someone will call me back in 3 to 4 business days. 3-4 business days? Unacceptable!
Run.

I was told, only AFTER I paid for my order, that it would take 10 weeks to receive it. When I asked to cancel it, they just ignored me. I tried calling, with no resolution. Then I tried the chat function and was told it would be cancelled only to receive an email later saying again that I'll receive my order in 10 weeks. After multiple attempts to cancel the order, I finally had to file a dispute with my credit card company.

Recently ordered a pair of sunglasses as a Christmas gift for my daughter on Dec 8th. On Dec 20th, I called to check on the order. Apparently, my order was lost and I had to fill out a form requesting an exchange. Needed the glasses before Christmas, but the CS agent couldn't confirm if the new order would arrive in time or even provide a new order number. This was communicated through text.

Called the CS telephone number to speak to a human and although they advertise a 24/7 telephone service, it is fairly automated and pushes you to go to the website and chat with an agent. I finally selected the new order option (2) to get a sales rep on the line. The rep repeated what I was told online, and committed to trying to expedite the order.

My beef is with the company and not the reps or frontline cs reps. Fix your internal systems so your customers will be notified when failures occur throughout the processing of their orders. Allow your reps the ability to truly expedite orders to satisfy customers who spent over $200 on a pair of plastic sunglasses. Provide confirmation data while your customers are chatting or speaking with reps.

My experience with this company is mixed, they have a fairly good selection of glasses to choose from, but this is the second time I had issues with orders that were not processed correctly, and on both occasions, I had to call to find out.

I bought a pair of bifocals from Glasses USA. Because it was a new prescription it took me a while to realize that one lens distance prescription was wrong. I had hope to resolve this problem but there is no phone number to talk to a human so I had to send an email and it took several days to get a response which simply said its been too long so they will not warranty. No discussion, no way to have a real communication. Will never buy from them again