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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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I contacted an agent to help me place an order for glasses as this was a replacement pair of glasses for a disabled adult. Even with the agents help (to ensure a seamless transaction and no surprises) the order was not processed until I reached out for an update, as we had passed my expected delivery window. After inquiring about my delayed order I received an email stating my order was now being processed. Again I tried to reach out to inquire about my, now very late, order. No reply whatsoever from glassesusa.com. Once I received a tracking number, it took 4 days from label created to actually ship. Again, express delivery was supposed to be 3-5 days from order placed. We are now at close to 3 weeks since the order was place and I won't receive glasses until Saturday, at best. And I was still billed for express shipping. I will never order from this company again as the customer service is unreachable or helpful.
I am very unhappy with Glasses USA. First I had to wait for over a month to get the Wrong Glasses. I ordered a pair of clear and a pair of sunglasses. I instead got two pair of Sunglasses.
I tried to call but no way to talk with the company.
My 1st experience is I am not allowed to return my glasses after receiving them 1 day before. No way to talk to someone live
Hi Dennis,
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 at 1-844-244-1186 by pressing 2 for Sales and then 2 again. We can help you via live chat or email with all other inquiries. Additionally, you can check out our Help Center and get instant answers to the most common questions.
We’re sorry to hear that you experienced difficulties with your glasses order. It appears that you had ordered non-prescription glasses and they were produced accordingly. It is very important to us that our customers love their new glasses. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. 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.
A store credit was sent you to you as requested and we see that you have applied it to a new order. Your partial refund request was received by our Customer Care Team and it is currently being processed. An update will be sent to you promptly.
Our apologies, again, for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
On September 14th, 2022 I ordered a pair of Oakley RX glasses from GlassesUSA. The order was on an installment payment plan with the first payment of $60.48 being made the same day. When I received the glasses I had the incorrect RX. This is not a problem as things like this can happen. I returned the glasses under the instructions given. Here is where things get interesting. I request several times on the status of the glasses and I get a response of they would let me know when they arrive. Funny thing about that is I had access to the tracking number and they had already received the glasses. Days go by and I request again... I receive no response until my third request at this point. They assure me that the glasses will go straight to production as soon as they are received. Again, they have already received them. I request for a refund and just return the glasses and forget about it. On Sunday October 23rd, 2022 my request for a refund is approved. They said the refund will be resolved within 5-7 days. At this point on the 7th day Deco is reaching out for installments because GlassesUSA has not notified them of the return. I had ordered a second pair of glasses from them hoping that this was an odd case. Nope, the order was forgotten about and after several requests of an update on the order I had received no response and had to verbally accuse them of potentially scamming me. They then responded at that point and had to rush the order since they were nearing a month on a 5-7 day turnaround. If you do not stay on top of this company they will keep your money until you have to pressure them into returning a product.
Hi Kyle,
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.
It does appear that you had entered the wrong prescription values when placing your order for the Oakley glasses. According to your subsequent order, the cylinder values were entered with positive values unlike the previous order that were entered with negative values.
Unfortunately, the Oakley frame that you had originally ordered was out of stock and we did receive your request for a refund instead of an exchange. The refund for the Oakley glasses was issued and the refund confirmation had been sent to you. Our apologies for the inconvenience and for the delay in issuing you the refund.
The second order you had placed was delayed while in transit. 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. According to the tracking details, the order was delivered to you on Oct. 28. We are sorry for the delay and for not updating you in a timely manner.
Customer reviews, positive or negative, are very important to us. As much as we love to hear about the good, getting to know about the bad helps us provide a solution for our customers as well as improve our customers' experience.
Our apologies, again, for any inconvenience and thank you for bringing these issues 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
Glasses were made wrong. Received an email asking if they could correct problem. I let them. Now they won't refund my $
Hi Denise,
We’re sorry to hear that you experienced difficulties with your glasses. It appears that you had entered the incorrect prescription values on the original order. The exchange order was produced correctly according to the copy of the prescription that you sent us. Meanwhile, it is very important to us that our customers love their new glasses and have sent you a returns form. The options for refund, exchange or store credit are available.
Our apologies for any inconvenience 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
Can't talk to a live person. Previously have used Googles4u. You can reach someone anytime day or night. The glasses I just received from GlassesUSA were just not right. I used the same prescription as Googles4u but it wasn't the same. I can't wear them as I'm getting a headache from these glasses they sent me. When I tried to download a return form they said this order not subject to refund. Can't talk to a live person to come up with a solution. I sent them an email but received no response. Very surprised as I believe this is a big and reputable web site. Had no issues with multiple orders I placed with Googles4u.
Hi Ken,
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 at 1-844-244-1186 by pressing 2 for Sales and then 2 again. We can help you via live chat or email with all other inquiries.
We’re sorry to hear that you experienced difficulties with your glasses. Your glasses were produced correctly according to the prescription that you had uploaded on the order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. 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.
We have sent you an email with instructions on how to return your glasses.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
Glasses USA send me my wrong order. Even with an uploaded prescription, I received a confirm order. Still my order was send wrong. After paying a lot for my contact and waiting over a month. My order is wrong. I contact this company customer service. Well big surprise is overseas customer service, Poor people don't even k ow what to explain to me. They tell me I can't have a refund or exchange since I open one of the boxes. They keep sending me the term and condition email. I would understand not a refund or exchange if it would of been my mistake. Please don't fall for this company. We get what we pay for. Cheap products cheap service. Know I am stuck with contacts that are not my prescription and having to reorder from another company! If I could give -30 stars. Careful with this scams. Wrong power
Hi Janie,
We’re sorry to hear that you experienced difficulties with your contact lens order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met and it appears that a shipping label was sent for you to exchange the lenses as you had requested.
According to the tracking details of the shipping label, your lenses are in transit to our returns facility and your exchange lenses are processing. We will keep you updated throughout the process.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
Waited over 3 weeks glasses never even shipped worst experience ever never buy from here ever ever ever
Hi Zachary,
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.
Unfortunately, there was a production delay while producing your glasses. Your cancellation request was received and your refund was issued. The refund confirmation was sent to you.
'Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA.com
Do not use this company. I placed an order to try their contacts over a week ago. Checked the status of my order and still has not been shipped. Requested a refund but I have to wait 7-10 days so it's almost 2 weeks with no product. The rep tried to be funny and was sending emojis when I was asking about my refund like it was a joke. The ones she used were unprofessional and not appropriate for that response. They definitely would have kept my money had I not contacted them. You can only use the chat option on existing orders. You can't speak with an actual person.
Hi Toya,
We’re sorry to hear that you experienced difficulties with your contact lens order. Unfortunately, we were unable to fulfill your order as it was not eligible under the terms and conditions of our subscription program. Your refund was issued and the refund confirmation has been sent to you.
We apologize for any misunderstanding regarding the tone of the chat session you had with our Customer Care Team. While it does not appear that emojis used in the chat session were inappropriate but in fact a personalized approach by our chat agent regrarding the difficulties you were experiencing with your order, we do 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.
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 at 1-844-244-1186 by pressing 2 for Sales and then 2 again. We can help you via live chat or email with all other inquiries.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA.com
I tried to order two pairs of glasses and contacts for my son.
6 days after the order - I got an email asking me if I really wanted two pairs of glasses. Really, that was my order so Yes I wanted them.
The contacts had an issue with the prescription so they changed the order, which I understand but my order had 1 shipping fee for the glasses and contacts, and ended up paying two shipping fees. The funny thing is their live chat, which is a BOT, and not manned by a human allowed me to cancel my contact order. Which they shipped out and now won't return. I would stay away from this company - they don't want to talk with their customers. They only want to talk with people about new orders, not help customers.
In short, my summary is stay away. Their company is run by a bunch of tweenagers, and only want to communicate with customers via email.
Hi Nathan,
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 and want to 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 at 1-844-244-1186 by pressing 2 for Sales and then 2 again. We can help you via live chat or email with all other inquiries.
It appears that the email you received inquiring about the two pairs of glasses was intended to clarify whether the prescription for both should be the same as the prescription was not filled out or uploaded for both pairs.
The contact lens order had shipped before we received your cancellation request. However, once it has been delivered, you can return it for a refund, exchange or store credit.
Our apologies, again, for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I sent my prescription to glasses USA and was surprised when my glasses arrived that my press was wrong. They had actually sent me what they said were just plain sunglasses but I've never worn sunglasses that hurt my eyes. I attempted to contact them but you have to do everything online. I finally requested a refund through their website and after I mail the return they call me to see if I will allow them to try again. I told them just to refund my purchase which they did but they only refunded 50%. If your looking for glasses online I'd look somewhere else if I were you.
Hi Brad,
We’re sorry to hear that you experienced difficulties with your glasses. It appears that you had ordered non-prescription sunglasses and your glasses were produced accordingly. 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 100% refund, store credit or an exchange. The returns form you had filled out listed only one pair of glasses for return and, therefore, the refund was for only the one pair returned. If you would like to return the second pair of sunglasses, simply fill out the returns form for that pair at the following link: https://www.glassesusa.com/rma
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I have tried unsuccessfully to cancel the contact prescription subscription for 3 months. They have stolen $90 from me. Every month it is resolved per email, every month they charge my credit card. I have tried to call numerous times and can never reach a human.
Hi Heather,
We're sorry to hear that you experienced difficulties with the cancellation of your contact prescription subscription. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. 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 at 1-844-244-1186 by pressing 2 for Sales and then 2 again. We can help you via live chat or email with all other inquiries.
It appears that your refund has been issued. The refund confirmation has been sent to you.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
This is the second time I've ordered, first time glasses were made and delivered in 5 days, this time glasses were made in 2 days but it took DHL 10 days to deliver them!
Hi Gregory,
We're sorry if our production and shipping timeline did not meet your expectations. You had selected our free standard shipping method that can take from 7 - 10 business days as stated on our site and at the time of purchase. It appears that your glasses were delivered well within the timeline.
Our apologies for any inconvenience and we hope that you are enjoying your new glasses.
Yours truly,
GlassesUSA.com
I ORDEDED A PAIR OF GLASSES ON LINE, I WAS HESITANT, I TRIED CALLING TO GET SOME INFORMATION BEFORE I ORDERED, NO RESPONES, HOWEVER I WENT AHEAD ANY WAY.
I SHOULD HAVE WENT WITH MU GUT. I PAID $325.00 FOR PRESCRIPTION GLASSES I NEVER GOT. MO ONE EVER CALLS AND THERE AUTOMATED RESPOSE SUCKS. NO ONE FROM THE COMAPNY, AND PAYMNET CENTER CARES ENOUGH TO READ EMAILS OR WHAT YOUR NEEDS ARE. IM OUT $325.00 DOLLARS. TRY CALLING THEM. LET ME KNOW IF YOU GET A LIVE PERSON. IT SHOULD NOT TAKE OVER 30 DAYS TO GET A PAIR OF GLASSES. THEY STATED MY GLASSES WERE SHIPPED 2 WEEKS AGO. I DID NOT GET THEM, AGAIN NO RESPONE. WHEN I PUT MY ORDER NUMBER IN ON THERE SITE ITS AN INVALID ORDER NUMBER. THIS IS THE NUMBER THEY SENT ME!
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. We know you are disappointed, and for that, we do apologize.
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 at 1-844-244-1186 by pressing 2 for Sales and then 2 again. We can help you via live chat or email with all other inquiries.
Your glasses have been completed and are en route to you. The tracking details are available at: https://www.glassesusa.com/tracking/search/
We will continue to monitor the delivery status of your order to ensure that you receive it as quickly as possible.
Our apologies, again, for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
Horrible customer service and horrible company. I placed an order for contacts by submitting my prescription and selecting the correct contact number for both eyes. Unfortunately Glasses USA sent me the wrong pair. Once I spoke to customer service and reported the issue, I was told I would have to wait another week to two weeks. As they had to first receive the incorrect contacts they sent back to send me the correct pair. After speaking with a manager about the issue he promised me he would have the contacts sent out right away as the company messed up. A few days pass and I still am not provided a tracking number for my replacement pair. I called customer service and was told they would have to wait for my return to come back. Even after submitting my return and providing a tracking number, I have not been shipped the correct pair. I also explained to the manager I was out of contacts and rely on them to see. Horrible company. Horrible customer service.
Date of experience: October 05,2022
Hi Alex,
We’re sorry to hear that you experienced difficulties with your contact lens 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
Expedited shipping costs $12 for 3-5 days. "Free" shipping takes weeks. 14 day return window closes before item received.
Hi Chris,
We offer free standard shipping (7 - 10 business days) plus expedited (5 - 7 business days) and express (3 - 5 business days) shipping at an additional cost. 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.
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. Orders can be canceled if they have not yet been shipped. Once the order has been delivered, it can be returned within 14 days.
If you require any assistance, please contact our Customer Care Team at 1 844 244-1186 or by live chat on our site.
Thank you for choosing GlassesUSA.com and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
Day 1 I ordered glasses. Day 2 The order was restated incorrectly. Day 2: I tried to correct the order. After fighting with the "robot" helper I tried calling and was told the same thing as the robot. FORWARD to Day 8 order still incorrect ==Still unable to reach a human being that could assist.
FORWARD TO DAY 16 -- Glasses with wrong lenses arrive. Day 19 Second pair of glasses arrive\--again wrong lenses. Exchange approved Day 30 Asked for refund 14 days later I had still no refund. This is the worst online experience I have ever had. I cannot be alone... where are all the HIGH reviews coming from. What a mess
Hi Leslie,
We’re sorry to hear that you experienced difficulties with your glasses. It appears that you had placed your order for one pair of reading glasses and one pair of progressive lenses. The reading glasses were upgraded to progressive as requested. The lenses were produced according to the prescription that you had entered on the order form.
It is very important to us that our customers love their new glasses. We apologize for any inconvenience. A refund has been issued and the refund confirmation was sent to you.
Yours truly,
GlassesUSA.com
I purchased a pair of eyeglasses on 8/19-2022. I got a ship notice on 8/24 with an ETA of 9/2/2022. On 9/19/2022 I checked DHL tracking and the site reported that my package had been out for delivery for two weeks. I tried calling but it's automated without the possibility of speaking with a human. The chat is a bot and another endless loop. I sent an email requesting a refund, waited a week and got no reply. I left a negative review on Trustpilot and after a few days I got a message from them through Trustpilot. They requested my order information which I provided. I had sent them this information via email the week before. They messaged again through Trustpilot and wrote they could see there was a problem, would investigate and that I could expect a speedy response in a few days. That was over a week ago and I've heard nothing from them. It's as the title says. I worked for an excellent company in the early 2000's that had a very good reputation and the reviews to prove it. They were bought by a company that changed the business so dramatically that it was no longer the great company it once was for customers or employee's. They continued to portray themselves as the great company pointing out their excellent reviews across the board. As Eyeglassesusa is showing reviews as excellent on multiple sites but clearly isn't anymore, I'm thinking they have gone the way of that company I worked for. Do a search and you will find many more sharing my experience, save yourself the headache.
Update October 6 2022- I received a reply from Glassesusa through Sitejabber. They said an email was sent September 25 addressing this issue. I have never received an email other than the confirmation and shipping emails after purchase and have emailed them twice inquiring about my order. They mentioned that they wanted to verify my address and suggested there was a problem with delivery. I have lived at the same address for 10 years and have received 3 packages here since I placed my order with them in August. My email is *******@zohomail.com if they would like to respond to this update and resend the email.
Hi Ron,
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. An email was sent to you on Sept. 25,2022. The email was sent to the email address that you had entered on the order form. It appears that the email address listed in your review is a different email address than the one used when placing the order. We had even tried contacting you by phone, however, it appears that the number you had entered on the order form was incorrect.
We would like to resolve the issues you have encountered and hope that you will check your email account associated with the order.
Our apologies for any inconvenience and we look forward to hearing from you.
Yours truly,
GlassesUSA.com
Ordered glasses. Signed back in to view status, bogus update… called company, no live rep… put in info to retrieve info, stated order does not exist. Even shipping label looked incorrect on email. Also put in fast shipping. Still not received! Don't use their service! DHL states only the label was created but it was never sent to them..
Hi Iam,
We're sorry to hear that you encountered difficulties with your order. Order updates require using the same email address as entered when placing the order. It appears that we had resent the order confirmation to you as requested and that your glasses were delivered within the timeline as stated on our site and at the time of purchase.
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 at 1-844-244-1186 by pressing 2 for Sales and then 2 again. We can help you via live chat or email with all other inquiries.
Our apologies for any inconvenience and hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
I ordered Acuvue daily contacts from them on 9/24/22 and uploaded a prescription. They confirmed it on 9/25/22.
I paid for express shipping and received the order on 9/29/22.
For some reason, I didn't get an update when they shipped my order. They also give me a link to check my order status when I ordered the contacts but it seems that wasn't updated either. Aside from this glitch, the ordering and shipping was pretty quick. When I sent an email requesting an update on shipping status, I got a response within 24 hours.
Overall, I'm satisfied with my purchase from Glasses USA.
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 Robert,
We’re sorry to hear that you experienced difficulties with your glasses order. It appears that you had placed your order for two pair of sunglasses, one pair with standard tinted lenses and the other pair for polarized lenses. Your glasses were produced accordingly.
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 were delivered to you within the timeline. 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.
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
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com