GlassesUSAReviews 3,819

Ordered some glasses early October 2021. It is now January 2022 still have not received my order. I had been in contact with them and they assured me it had shipped. Today I found out they never shipped and were trying to find the right courier to ship the package. I requested a refund and they said it would have to be reviewed. Bottom line they stole my money and refuse to refund me.

I placed my order around 12/4. There was a minor issue with my order configuration. I called, and it was fixed without incident. I checked the status of my order on 12/15 and it showed it shipped out 12/14. I waited a few days to check the tracking because initially, it appeared that it had been picked up by DHL but had not made it to their eCommerce Distribution Center. After a week, I sent an inquiry to GlassesUSA. I was told that my order would take 7-10 business days to arrive. Not the 7 days indicated on their website where I check my order status. But, fine. I waited. After 7 days, there still wasn't tracking. It showed that my package was on it's way to the DHL distribution center - STILL. On 12/23 I let them know that there might be a problem because my shipment was stuck between being picked up by DHL and arriving at DHL's distribution center. I was placated with the "since you took advantage of our free shipping, your order will arrive in 7-10 business days." I asked them to check the status, and I was repeatedly given the same tracking information that I had all along. No changes. No one could seem to take that extra step to LOOK at the mere lack of "tracking." On 12/28, after another brush-off email, I contacted DHL myself. I asked them to look into where my package might be. Guess what?! DHL found it and now my package is moving. And you bet your butt, GlassesUSA Customer Care tried to take the credit for it. My package was found because I had to do what GlassesUSA should have done after my first email. I will never use their services again. This entire experience has been a hassle and a headache.

I had an eye exam locally, and then began the process of picking out frames. I did not go for a high end frame yet stylish, transitioned lenses and no line bifocals. It was pushing $1000 dollars! My insurance doesn't cover that. I spoke to a friend who said she gets her reading glasses online, she gave me her company to check out. Well I researched and found Glasses USA to have good reviews so I checked out their site. From what I could see the prices were quite unbelievably reasonable. I had a bit of trouble with the site and getting the pricing I wanted. So I called, the gal was super helpful, she walked me through the process, helped me with a deal where I got the glasses I wanted and a pair of prescription sunglasses with current up to date frames. For approximately half the price! It took a few weeks to get them, they came from either Thailand or Israel.
The web site offers an area to upload your pic and try on glasses. This is a good feature.
I will order again!

Here's a shot of what I received. Lens are scratched and glasses in pieces! This clearly didn't happen in transit...
Trying to get resolution has been slow and frustrating.

I ordered my glasses on the 15th and received them on the 23rd. I got a pair of single vision for driving and running errands. I normally wear Progressive lenses and I know those take longer. The prescription is perfect and the frames look even better than they did in the try on.

Bought 4 pairs from these guys in matter of 5 months. No matter what you do you are not going to get your glasses in less than a month. See they mfg it somewhere in Asia and send it cheaply using DHL e commerce which takes for ever. You cannot trace the glasses until it makes its way magically into DHL in ORD which BTW does not have a US footprint sometimes moves via USPS. What upsets me is that they give you an option for express shipping and up charge you but still move it cheaply. Trying to get answers is a joke. They tell you we have sent your request and no one responds…guess now we go to cancel the CC charge

I ordered glasses on Dec 1 and received updates on progress with Dec 8 being the last time I heard from GlassesUSA. I emailed twice and did not hear back. I called and spoke to customer support who says there's a delay but don't know why and has no further explanation.

It was great getting updates along the way. However, once communication stops it is taking a lot of effort on my part to get answers. I don't understand how there was no communication of what happened after the last email sent 9 days ago that it was ready to be shipped.

It's unfortunate they do not know what happened. The only remedy is to research the issue but have no actual resolution except to wait a few more days. The reality is calling support just loops you into an endless cycle of someone "will reach out to you."

I thought GlassesUSA would be a good way to buy affordable glasses but I would caution other buyers about the lack of communication and follow up. If you're buying something important like glasses to see the world, I would be mindful in using a service that can't guarantee or track what happens to a product that's been paid for and ready for shipment.

They are not even worth one star. They made a mistake and shipped out the wrong contact lenses. They told me that they won't ship out the correct contact lenses until they received the wrong contact lenses that I shipped back, it was their mistake and I have to wait. I went though 7 customer service agents to get the contact lenses sooner, the issue is still not resolved. I have to tell the whole story to customer service agents every time, I called. Stay away from this company! Not to mention, this is last time I will use this company! Other contact lens company offer much better customer service!

I ordered prescription glasses for my daughter for Christmas. I ordered early to avoid the rush. When I gave them to her, she couldn't see anything. It turns out they were just plain non-prescription lenses. Because I ordered early, I was outside the 14-day window for returns and GlassesUSA refuses to do anything about it.

There response: "It's really important to us that our customers love the glasses that they ordered, which is why we offer a 14-days no questions asked return period. Unfortunately, more than 14 days have passed since you received your glasses which is why we cannot process your return request."

Apparently, it is not really THAT important to you that their customers love the glasses that they ordered – because if it was, they would be more willing to help me resolve this.

What IS unfortunate is that I purchase 3-4 pairs of glasses a year for myself and my daughters, and I will NEVER purchase another pair from GlassesUSA again – EVER.

Apparently whoever makes these policies missed the class in business school where they compare and contrast the cost of acquiring a new customer to the cost of keeping your existing customers satisfied – or the class where they talk about how a satisfied customer tells on average one other person, but a dissatisfied customer tells 9. I guess whoever makes these policies somehow got confused into thinking that GlassesUSA is a monopoly or that it is the only online discount retailer for eyewear.

The quality is horrible. Spent $100+ and it couldn't even last more than one year. Do not order from this website!

I've used this site multiple times a few years back, no issues. I'm not sure what's going on down there now, but what an awful experience. I got the wrong size in, my fault. I messaged them asking if they could exchange without me sending these back right away since I had no other glasses. Not a problem. I was pleased with the interaction. I picked my new glasses. 2 or 3 months later... seriously... I see they "delivered" my new glasses. They were never found. Things get lost, not the company's fault right? Ok sure. I contact them advising this and they put to fix it right away. Great. Lovely experience for the issues I'm having thus far... 2 more months roll by. During these 2 months I have been on the phone with them, on chat with them, and sending email after email and what I am hearing is "We are so sorry this is taking so long, we will put a rush on it..." After two months, I'm upset. I contact via chat AGAIN and I'm told the same thing. This time I'm not having it. I insist on an update right now. Eventually, they tell me they've lost this order somewhere in production and they are out of stock. So when were you all fixin to tell me that? Then they tell me AT NO CHARGE I can find any other glasses I want. First of all I've already been charged for the original glasses, second of all its only NON PREMIUM and guess how many of those they have in a large that aren't dog ugly? I pick out whatever pair just so I can get SOMETHING in at this point and now I'm waiting another two weeks and HOPE i get my new glasses in. Will never order from this place again.

I ordered my glasses 11/13/21. I was supposed to receive my new glasses in approx 2 weeks. It's now been almost a mth. I started inquiring about where they might be and all I get from GlassesUSA is canned responses that don't answer any of my questions at all. I tried tracking it with the tracking # provided and CDL said they have received no plg with that tracking #. GlassesUSA doesn't have a clue where my glasses arenor do they know. I've asked to cancel my order and refund my $ but received no response. Clueless! And you ask for proof of purchase on here? Seriously? I have a order # & a tracking # that is incorrect so obviously they have been paid for.

I chose expedited when I ordered. It's been 6 business days and my order is not even in packaging yet. They took 5 business days to validate my prescription even though I uploaded a copy myself. They promote 5-7business days delivery but it's been 6 days and it's not even shipped out! I will never order with them again

I recently purchased eye glasses for my son (he actually ordered them). A tiny screw, then the left lens fell out! This occurred within 60 days from receiving the pair of eyeglasses. I contacted the company to apprise them of the defective glasses and to request a replacement. They simply referred me to their "terms and conditions" stipulating the "365 day warranty" meant I only could get 50% store credit! I've never encountered an eyeglass company not willing to stand behind their product as GlassesUSA seemingly does not.

The ride through Customer service purgatory.
I purchased a pair of glasses from Glasses USA and couldn't be happier. Great pair of glasses. I lost a screw from one arm and couldn't find a replacement because the screw and bolt system isn't like any thing I've seen before and very specific to the Revel brand of frames I have. I've worn glasses for 53 years and never had an issue finding screws until this unique one. I notified Glasses USA and they said they would forward it to the production dept. on Sept 8th. That was 4 months and 8 calls ago. Do the math people. Once your not paying for it, your no longer relevant. They did however, after 3 months, mail me a standard repair kit with hardware that didn't fit my frame. Not one of my 8 service calls hit the mark. Back on the hamster wheel again.
Glasses USA gets an "F" for customer service follow through. Will I buy from them again? That's up to them. Come on folks, chop, chop. Daddy needs a new screw.
John H

To order from them its ok but to return / exchange/ replace its the worst nightmare of all times!
Be aware and careful!
Their agents are robots who's not even trying to help you, they promise they will but in fact they don't even read your messages, I've been asked to provide the same information again and again and again and again, same tracking number, my return has been delivered for almost a week and none even recorded the right tracking number in their system.
I'm really upset and frustrated with their service.

UPDATE (17. 12. 21)
After their customer service agents promised me million times that they will mention and declare this order as an exchange so i wont be requested to pay the same taxes for the same order, Im getting an SMS request from UPS to pay taxes again! Double taxes for the same pair of glasses because (of course)
They didn't mention that this is an exchange!
They declare it as a new order!
I guess ill never get thus glasses!
They really drain out all of my energy for a pair of glasses!
I can't even believe how bad and terrible their customer service!

I ordered a pair of Ray Ban prescription glasses from GlassesUSA on 11/11/21 with expedited delivery. The glasses were "lost"during shipment with a company known as CDL Delivery. As of today's date 12/6/21 I have called and emailed GlassUSA numerous times, to which I always receive a generated email that apologizes for the delayed delivery and promises an investigation into the whereabouts of the glasses. Every phone call has been answered and a promised replacement pair is discussed but whenever I follow up, the replacement pair has not yet gone into production. I've explained the need to pass a drivers license eye test with glasses by the 17th of December, however I am simply sent an email stating that they've received my call and are sorry. I have not yet gotten a refund of the $276 nor have I received the much needed replacement pair. I will not order from GlassesUSA again nor will I ever recommend them to anyone because of this experience. If I had known that I would get a continuous runaround, I would never have ordered from them. This is so different than my previous experience with this company.

Glasses were sent with incorrect prescription. Had to argue to agree on an exchange - FOUR MONTHS later I received an empty box!

Buyer beware! They have a fine print policy that says they don't have to give your money back EVEN IF THEY FILLED THE PRESCRIPTION INCORRECTLY after 14 days. They needed longer than that to process my order and get it to me, but wouldn't give me my more than $200 back because I contacted them within 30 days, not 14.

I ordered prescription sunglasses and the frames didn't have nose pads. I hate that, because I have long eyelashes and a short nose. But I thought I'd put up with it. Then I tried driving with the glasses on (my principal reason for purchasing them), and discovered that the polarization was wrong in one of the lenses, which created a weird 3D optical effect around oncoming vehicles. Not safe for driving! And my vision wasn't as clear as it is through the clear glasses that I had filled elsewhere.

When I went to apply for a return authorization on their website, I discovered that, because it was within 30 days BUT NOT 14! I couldn't ask for my money back. Hence the bad review. Glasses USA has lost a customer, and I've lost over $200, and will have to purchase the prescription sunglasses elsewhere to get what I need. What a waste of time and money!

Maybe you'll learn from my bad experience.