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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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Glasses are great - but don't expect any help from customer service.
Chat or email - they give you canned cut-and-paste responses and rarely actually address your inquiry. When you insist on the issue you need addressed they can't help, you simply have to wait for their "billing" team to get back to you... And good luck if they ever do.
Additionally, they claim that customers can edit/manage their contact subscriptions from their "my account"... There is NO WHERE on the account that provides this functionality. I have sent them screenshots of the view from my side and never once have they addressed specifically where this is... My inquiry gets sent to "billing" and I never hear from anyone.
Nightmare of a company. Customer service agents are less than helpful. Two separate eyeglass orders were placed at different times and both pairs of glasses were produced with the wrong prescription. No quality control in checking lenses to ensure they were fabricated correctly. Spent at least 4 hours on the phone with customer service with multiple agents and each agent was less helpful than the next. Agents and quite obviously their technicians are unskilled and unprofessional and no quality control processes are in place or are working correctly. So disappointed. I left 4 requests for a manager to contact me and have never received a call back from a manager.
Interesting that Glassesusa.com has not commented on this review after a week.
Hi Richard.
We’re sorry to hear that you experienced difficulties with your glasses orders. It appears that you had entered the prescription values incorrectly. We had received a copy of your prescription for an exchange order placed on July 16,2022, and entered the correct prescription values. It seems you are enjoying these glasses. Meanwhile, we are following up on your most recent inqury regarding the status of your most current order and will update you promptly.
Our apologies for any incovenience and thank you for your patience.
Yours truly,
GlassesUSA.com
First off - actually decent customer service. Every time I talked on the phone with someone, I was left feeling satisfied and I got my money back as a return when their website wanted to give me store credit.
That leads to the rest of my story. I found out I needed to be an expert in glasses talk and manufacturing to get what I wanted. I figured that out after getting my order the first time because the OC was not based on where my eyes should be in respect to the nose piece, but where the center of the lens is. This will rarely ever give you the result you want.
So I became as expert as I needed to be to get that info to customer service and manufacturing. I also found out that you really should measure your PD because the average they want you to us isn't exactly a trustworthy measurement. Three weeks after I gave them this information, I had to reach out again and ask for tracking info - Turns out they ignored my information and I had to wait ANOTHER 3 weeks for them to do the job.
Then I got my glasses again. And they obviously completely ignored my OC measurement. So I called for a refund and we're back to the beginning of my store - actually decent customer service.
So depending on the frames you buy (if your eyes are not located dead center of the lenses), you should expect at least one reworking of your glasses. Proceed at your own risk.
Hi Paige,
We’re sorry to hear that you experienced difficulties with your glasses and that the information you were inquiring about regarding lens details did not meet your expectations.
It is important to keep the frame size in mind when looking for a new pair of glasses. You can determine the size you need by checking the size of the glasses you are currently wearing.
To locate the dimensions of your existing frames, you can check the inside of the temples (or arms) for a set of three numbers. Please check out our video describing how to read the dimensions printed on your frame.
https://www.youtube.com/watch?v=X60zIujqMbc
When you have determined the dimensions of your current frames, you will be able to compare them to the measurements listed under each frame’s product description. Please note that when comparing your dimensions to those on the website, the temple amount should remain about the same. However, the Lens Width and the Bridge amount can be within two millimeters above or below your current measurements. Each frame on the website comes in the one size listed.
To ensure that you will receive a pair of glasses that will work well for you, we also recommend you verify your PD (Pupillary Distance) as most optometrists do not provide this information on the prescription. You can measure your PD easily by placing a ruler on the bridge of your nose and measuring the distance between your pupils in millimeters. The average PD for an adult is 62mm for distance and 59mm for reading. For more detailed instructions, you can visit our YouTube page at:
https://www.youtube.com/watch?v=WrC290hZN78
Our apologies for any inconvenience 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 am writing this after my 3rd and final order with GlassesUSA. Obviously, since I have continued to use them, there are parts that I like very much. Great brand selection, easy to use website, but I am done after the 3rd consecutive time that they misplaced my order while trying to get it shipped. To add insult to injury, the 2 previous times, I was able to speak to an operator to get the issue resolved. Apparently they have done away with live people as a customer service option as I have spent an hour trying to get help on their phone line and every single option is simply a voice recording telling you to go to the website and then hangs up automatically... LAME...
Additionally, when trying to use the "Chat Now" feature that they force you to on the website, it simply says that it can't find my order (which I got a shipping notification on) and then virtually hangs up... again, LAME...
I paid extra for express shipping and the tracking number that I was sent 5 business days ago still shows "Label Created" and that the shipping company has still yet to even pick up my order, I am due at least a refund of my expedited shipping and I am finding nowhere to make that case and get a real status for my prescription glasses.
Hopefully I can find a better option but Glasses USA will no longer receive any of my business.
Hi Randy,
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 glasses are in transit and en route to you with an estimated delivery date of Aug. 11,2022. The tracking details are available at: https://www.glassesusa.com/tracking/search/
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
I could write a novel from my experience shopping on this website but the summary is that I bought a pair of glasses that never arrived. After almost a month from the expected delivery date and they still wouldn't issue me a refund. I called COUNTLESS times (about 14 times) and at every single call I'd be told they'd send me an email and escalate the issue to be resolved asap, however I almost never did receive said email. Then I would have to follow up with yet another call and this became a nightmare of me calling and never getting anything solved. Eventually I did get a refund but what a terrible service.
I had placed a new order before my first one was refunded because it takes time for them to manufacture prescription lenses and I assumed my refund would've come a lot sooner, but I was left with two charges on my card and no glasses on my hand for a long time.
The new pair took longer than the website said and the tracking wasn't updated, I just received them randomly one day.
Now to the glasses I finally received: the frames were way too loose, and I got a substantial sized head. The lenses just weren't right. I own another pair of prescription sunglasses from a different company and my vision wearing those were like day and night compared to the ones from glasses USA. I really wanted to like them since they were a good price, but it missed the mark for me in many places.
Hi Jessica,
We’re sorry to hear that you experienced difficulties with your glasses orders. 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 appears that both orders have been refunded and the refund confirmations were sent to you.
Our apologies for any inconvenience 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 ordered 3 pair of sunglasses. I sent in orescription they said they can't do prescriptions. I said cancel my order the same time I got letter. But the very next day 24 hours later said they shipped glassrs so now can't cancel 24 hours after i cancelled. This is distespect and feels criminal i spent 500 dollars to not get my prescription filled. I jeard good things about this company but i would never do business with them again. Awful service, not caring employees, way too high of price, and no filled prescription. I could bought same glasses at dillar store why spend 500. Usually i never leave bad reviews but this company really deserves it this time. I would like to say worse.
Hi MIchele,
We’re sorry to hear that you experienced difficulties with your glasses order. The three pairs of glasses you ordered were not eligible for prescription lenses and, therefore, no option to enter or upload a prescription was available. A cancellation form was sent to you, however, the glasses had already shipped directly from the fulfillment center.
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. Your glasses are in transit and en route to you with an estimated delivery date of Aug. 9,2022. Once they have been delivered, you can fill out the returns form (https://www.glassesusa.com/rma) and print out a pre-paid return shipping label.
If you require any assistance, please contact our Customer Care Team at 1 844 244-1186 or by live chat on our site.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I ordered my Glasses USA glasses the same day I ordered my prescription sunglasses from Oakley through Lens Crafters.
I already received my Oakley glasses 2 days ago and I can't even use the DHL delivery tag because it says there is a problem finding the item.
Last 2 days dealing with customer service and they can't even track my glasses due to the error.
It's worth paying the extra money going to a reputable source to get quality glasses made instead of dealing with a faceless entity and all the "customer service' can do is say "well just wait and see if our product shows up today".
Hi Ryan,
We’re sorry to hear that you experienced delivery difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. 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.
It appears that your glasses are in transit and we will continue to monitor the delivery status of your order to ensure that you receive them as quickly as possible.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
This is my first experience with this company. I will not buy again. I was sent only the left eye set of contacts with wrong prescription. I uploaded the prescription that could be easily read. The right eye set has been sent in another shipping box and has not arrived yet. Now have to wait until I drive to postal office on Monday to begin the process of sending the correct prescription to me. My left eye has been in same contact for 2 months, so I am not seeing well. These contacts are monthly.
Hi Jules,
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. Your exchange for the incorrect box is processing and the remaining balance of your order is in transit with an estimated delivery date of Aug. 1,2022.
Our apologies, again, for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
When I ordered contacts, they said no more than 10 days. It will be a month and I've called and called and I get the same story: the verification dept is working on it and awaiting for Dr to send verification, when I work next door to the doctor and he has sent it from day one, several times. When I call, they say someone will get back to me within 24 hours and NOTHING! I've asked for supervisor and they are NEVER able to talk to me or call me back. No one can help me and I get the run around. So since I deal with hundreds of patients, I will post in my clinics: NEVER USE GLASSES USA, they are a rip off. (By the way, I still haven't gotten my order, or a call or an email) Worst company ever!
Hi Rick,
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
DO NOT USE THIS COMPANY! It has been two weeks since I ordered glasses. 9 days since they were shipped. Glasses did not show up two days ago as supposed to. Called to report. Told to wait 5 more days and then they'll check what happened. Their customer service is frustrating, to say the least.
I made a purchase 6/6/22. On 7/3 and called to find information on when I will receive contacts. I was told it was backordered until 7/18 after I was told that they had 4 out of 6 boxes. Now confused. I call on 7/18 and was told I could only get tracking info through email and it was mailed. On 7/27, I get finally notification that it is mailed. I don't have my hopes up that I will receive the item. Next will be a demand of refund. The customer service is horrible and you cannot get a straight answer let alone the truth about shipping or anything really. One and done. I you heed my review I hope you save yourself aggravation and it is a none and done.
I purchased my first order of contacts online via my phone. On the mobile version it is advertised that you will receive a free glasses with your first order of contacts but nothing states a minimum purchase. Once my order is completed and no info about my free glasses comes in I call the customer service where they tell me it's a $120 minimum contact purchase to get free glasses. I request a supervisor but of course no one is available to help, so I chat with someone online. The online support assure me that I will get my free glasses code when my contacts are delivered. When the supervisor calls me 3 days later after my contacts are shipped they reiterated the $120 minimum purchase and I cannot cancel my order at this point because they have been shipped. The supervisor cannot correct the error of the previous worker telling me incorrect info. I now have to wait for management to call me back in 24 hrs.
Hi Cardae,
We're sorry if there was any misunderstanding regarding the free glasses promotional offer. It appears that our Supervisor has contacted you and resolved the issue. As per the terms and conditions of this promotion as stated on our site, the coupon code will be sent you to as soon as your contact lenses are delivered.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
I've ordered from GlassesUSA a few times and each time, the customer service and quality of glasses declines. The last two orders a "shipping label was created" and then that's it, no updates. You can attempt to reach out to a customer service agent, but you will receive a copy and paste response, as they don't actually look into the issue. If you call, forget about it, it's even worse customer service. I didn't even bother to reach out this time. It's clear they're aware of this issue and have done nothing to correct it. This will be my last order.
Hi Lisa,
Our apologies for any inconvenience regarding the delivery status of your glasses order. Your order is in transit and the tracking should be updated within two business days. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. 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.
There does not appear to be any delays and you can expect to receive your glasses within the 7 - 10 day shipping timeline. We will continue to monitor the status of your order to ensure that you receive it as quickly as possible.
Thank you for your patience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
If you need replacement glasses within a reasonable timeframe, this is not the place for you.
I ordered my glasses 3 weeks ago with rush shipping, it still has not arrived.
Their service is slow as nails, and their shipping tracker still shows that my glasses haven't arrived at the shipping center yet.
What a joke.
Hi Jason,
We’re sorry to hear that you experienced a delivery delay with your glasses order. 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
At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. 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.
The tracking of your order should be updated within 48 hours and we will continue to monitor the delivery status to ensure that you receive your glasses as quickly as possible.
Our apologies for any incovenience and thank you for your patience.
Yours truly,
GlassesUSA.com
They reel you in with the cheap prices then they tack on this crazy fee of $32. If they do this kind of trickery now, wait till you have a customer service issue! I'll pass on this scam.
Hi Robert,
We are sorry to hear that your shopping experience did not meet your expectations. At GlassesUSA.com, we are committed to ensuring that our customers' needs are being met and offer a Best Price Guarantee. If you have seen the same frame and lenses or contacts for a lower price, we will match it and give you an additional 10% off, guaranteed.
Yours truly,
GlassesUSA.com
This company informed me they could not fulfill the prescription I ordered from their website for swim goggles. No big deal, a simple refund, right? No!
I contacted them multiple times without a response. I finally got a response that I would have to complete a return authorization to get a refund. Crazy!
I completed the return authorization and they refunded a partial amount. They did not refunded me for shipping and tax. Reminder, they could not fulfill my order, they did not ship anything and cannot charge sales tax on something they could not fulfill. SCAM ALERT! I went with another company that was much easier.
Hi Robert,
We’re sorry to hear that you experienced difficulties with your glasses order. Unfortunately, we were unable to produce your glasses with the prescription that you had provided.
Your order was fully refunded and the refund confirmation was sent to you. Our Billing Team has sent you another confirmation.
If you require any further assistance, please contact our Customer Care Team at 1 844 244-1186 or by live chat on our site.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
This has to be the worst pair of glasses i have ever owned i have trouble seeing with them. I called to get a pair of silicone nose pads they wanted to sell me a nose pad kit. The customer service person was dumb as a rock could not get thru to her what i wanted never again. The price was crazy high i could have gone local and saved money. Live and learn. If i could have given them know stars i would have.
Hi Victor,
We’re sorry to hear that you experienced difficulties with your glasses order. 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.
In the unlikely event that your frame or lenses break after the initial 14 days following delivery and within one year of your purchase, we will gladly provide you with a 50% store credit towards another pair of eyeglasses under our 365 Day Manufacturer's Warranty policy.
A store credit was sent to you on June 2,2022, for ordering the repair kit that includes nose pads free of charge.
We offer a Best Price Guarantee. If you have seen the same frame and lenses for a lower price, we will match it and give you an additional 10% off, guaranteed.
Our Customer Care Team is available at 1 844 244-1186 or by live chat on our site to offer any assistance you might need.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
My glasses broke and when they sent a replacement they did not include any of the upgrades that I paid for on my original purchase. Thin and light lenses, progressive, and brown gradient. I got plain black ugly glasses that are not even close to what I ordered.
Hi Kari,
We’re sorry to hear that you experienced difficulties with your replacement glasses. It appears that all the same upgrades as your original order were produced with the new pair.
It is very important to us that our customers love their new glasses and our Customer Care Team is available at 1 844 244-1186 or by live chat on our site to offer any assistance you might need.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I purchased glasses through them, the order arrived 20 days later instead of 7-10 business days, by this time I was already gone to my vacation for which i wanted to use these glasses. When I came back 13 days from the return time have passed already and I had no idea initially when the glasses arrived since I was out of the country. When I tried the glasses they did not fit well anyway and since I thought i have 30 days to return them i did not attempt to do it right away. When i spoke with the representative she was not very helpful and told me she needs to speak with returns. They send me email on the next day that my return is declined to which i send them an email explaining the case and that they were very late with the delivery and need to make an exception, so far 2 days have passed nobody has answered me. I will make sure that I will not order from this company again. Very disappointed.
Hi Teodora,
We’re sorry to hear that you experienced difficulties with your glasses order and that our production and shipping timeline did not meet your expectations. 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.
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 is very important to us that our customers love their new glasses and it appears that our Customer Care Team has already helped resolve this issue in your best interest.
Our apologies for any inconvenience and thank you for your patience and understanding.
Yours truly,
GlassesUSA.com
10 days later and still claim not to have optometrist verification of script (Optometrist has proof it's been sent twice) Now they've cancelled my contact order which cancelled my discounts and 0 interest financing *******
Hi DJ,
We’re sorry to hear that you experienced difficulties with your contact lens order. The prescription changes that you had originally requested were not verified by your Optometrist. We did receive a copy of your prescription but it did not include the value changes you requested. The picture of the prescription we received from you of the contact lens boxes cannot be used to verify a prescription. Your order was canceled after refusing to send us an updated copy of your prescription from your Optometrist.
Our promotional discount coupons are still available and interest-free payments should you wish to place a new order with an updated prescription from your Optometrist.
Our apologies for any inconvenience.
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 Sarah,
We're sorry to hear that you encountered difficulties while placing your order. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met and have received your inquiry into the issue you encountered with $15.00 reward code. Our Customer Care Team will update you promptly.
Our apologies for any inconvenience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com