GlassesUSAReviews 3,819

This is a response to James S. GlassesUSA Rep.
I just saw your note one year later. The glasses I ordered were not prescription at all. When you charge people $12.95 for Express Shipping 3-5 Business days, people expect that those 3 - 5 business days start counting from the day they placed the order. When you review your order, there is a sentence that says your product is expected to arrive + the date. You need to make it clear about your quality assurance period, for example: your order will arrive 3-5 business days AFTER 15 DAYS QUALITY ASSURANCE PERIOD from date of purchase.
Anyway, all this is behind me now. Just to clear my conscience, the glasses ended up arriving one hour before i left to the airport (definitely not 3-5 business from date of purchase), so i feel that i was ripped off with that $12.95. But at least the glasses did arrive. The glasses were a gift for my sister. She loves them, and she did end up changing locally the lenses to prescription.
My advice to GlassesUSA, be more transparant about that quality assurance thing, let your customers know exactly when the product will arrive and deliver on time. Factor the 15 or 20 business days that you need to get the glasses ready upfront and let people know "your glasses will ship 15 days from today and will arrive # days depending on shipping method from that date."
I added another star because i did receive the glasses and they did make my sister happy.

I recently purchased a nice pair of sunglasses from GlassesUSA. After 90 I days of wearing them a lens popped out. I contacted Glasses USA and was advised that they would replace the glasses under their 20/20 Plan. I was immediately advised that my frames were no longer available and that I should choose another non-premium frame, regardless of price, and they would make me new glasses. When I advised GlassesUSA of the new frame selection I was immediately advised that there would be an additional charge for the frame I selected. When I pointed out that the frame was non-premium AND that they had directed me in writing to choose any non-premium frame at no additional cost hey have stopped communicating with me. I'm out $200++ at the moment and have no idea if or when I will hear from GlassesUSA again. Be careful, beware of deceptive practices by this group

It was my 4th order with this company, 1st three orders no problem last order (to the same address) has been sent back twice as undeliverable. Mis labeled by DHL, I have been calling customer service for a refund for 5 days now and all i get is "we are sorry" "i understand your frustration" the best was "are you sure you have the correct delivery address?" I can not get my money back from these folks or get to anybody other then the idiots that read the script in the book. I will not use these folks again. You don't know how good or bad a company is until you have an issue. This company has proven itself to be not worth using.

I'm 14 days in and still don't have my glasses. Tracking doesn't work, canned responses from customer service, and still waiting this order to arrive at USPS before I stand a chance to receive them. Stay very clear of these clowns. You're welcome.

Ordered 2 pair of glasses and paid for 3 to 5 days shipping. On the 7th day I chatted with someone who said weekends do not count and they could not refund the shipping I paid extra for. As both DHL AND UDPSDO NOT WORK WEEKENDS, It too 3 and 1/2 days to leave their facility (out for shipping) by their updates but I am. out my shipping
This is the 3 rd time ordering from them but never again and I will post everywhere I can. Yelp does not have them on their site. Do not use

Imagine my frustration when I submitted my defective glasses for warranty repair or replacement, only to discover that their only remedy after the initial 14-day "no questions asked" return policy runs out is to send me a 50% store credit. I tried to give them a fair shake, waiting a few weeks for my eyes to adjust to the new lenses, but they never did--now it's too late to return them. It turns out GlassesUSA only offers their "House Brand" lenses, which are vastly inferior to any of the other progressive lenses I've had over the past 25 years from known branded lensesmakers (Zeis, Baush & Lomb, Varilux). Why would anyone encountering such an inferior product have any desire to lay out half the original cost of the defective product for more of the the same inferior product. If your eyeglass prescription is multifocal or in any way complex, avoid this cheap, low-quality online outlet.

I bought my Ray ban Justins from that site, first of all overcharging which I let go because they were prescripted, second the order came weeks late which is okay i guess because of the pandemic maybe even though it was ordered in july 2021, third they tell me to pay the DHL fees that was not mentioned anywhere when I was ordering, so i call them and they said they will give me a refund, 4 times I have called and nothing. Anyways I'm considering that money lost but a shame.

I am so disappointed. First they mislead you until you buy. The website says your order will be filled in 2 or 3 days, then when you check out, it says it will take like 6 days, plus the shipping. It has taken two weeks and one of the pairs of glasses has been shipped, but says it will take up to 7 business days to receive. The other pair after their system received the order, they came back after a few days and tell me by email that they can't fill the order. I requested a refund by responding to the support email. Never heard a thing, so after two weeks here, I call and they tell me I must fill out a cancellation request by email to get a refund. I went off and told them that I didn't cancel the order, they did and that they could cancel the order. Guess what. They did cancel the order, but then the cancellation verification says it takes 7 days to get a refund. DO NOT GIVE THESE PEOPLE YOUR BUSINESS! I ordered from a competitor and got my glasses within the same week I ordered them. Spent much less money and am extremely happy with the product.

I never write reviews. But I feel the need to write this one. Do not order glasses from this place. I can't even tell you how bad of an experience I've had with this company. Waiting for my glasses way too long no one to communicate with. When you do get someone on the phone you can't understand what they're saying. They don't do what they say they're going to do. I waited for three weeks for my glasses then I called and they canceled them

The website says 7-10 business days shipping & handling to my address in Canada. I live in Toronto which is very close to the border. I ordered non-prescription sunglasses (very straight forward, no extra time required). After a few days i call and request a tracking number, they give me an internal tracking number that shows it shipped to their sorting facility already. For the next 2 weeks, i keep following up for another tracking number and they keep telling me that someone will get back to me from their delivery department, and i keep getting automated emails saying the same thing. Every person i spoke to on the phone kept giving me the exact same line from the script - "Someone from our delivery department will be contacting you in 24 hours" or "We have put in a request to the delivery department for your case". But no one would get back to me, except i would keep getting these automated emails. After about 14 business days i finally had enough and asked for a refund, and the person convinced me that she had escalated the case to a senior manager and again I would be hearing from the senior manager in 24 hours. I waited 48 hours, no one contacted me – except for those pesky automated emails. I finally demanded a refund, which they processed in 24 hours ONLY because I also disputed the transaction with PayPal (Thank god I used PayPal or else I would have been waiting months like other customers claim to have waited on here).

How do I know these were automated emails? Because every time I spoke to someone on the phone, as soon as we hung up, 5 seconds later I would receive an email from a totally different person. That's how I know the emails are automated and made to look like the person you spoke to is actually working on your case.

I'm very disappointed that after ATLEAST 14 business days (and almost 8 calls minimum), no one in the entire company could figure out what the heck was going on – are their shipping and fulfillment departments being managed by 90 year olds?

I have attached the following proof which shows dates of:
1) Initial order email (proof of purchase which sitejabber keeps private)
2) First automated email telling me my case was being looked into
3) Final automated email telling me my case was being looked into

I ordered three pair of glasses. I paid for expedited shipping. I expected my glasses in the 7-10 day range even though I thought expedited would result in them arriving sooner. I found out that the key phrase is " once they are ready". I've received 1 of 3 pair. Customer service has been useless and I continue to get shipping notifications but no glasses. I received notification on 08AUG21 that my glasses were at QA and they shipped on the 12th. Still no glasses. Customer Service would only say " you will get your glasses soon". I then found out one pair was being made and shipped from Israel and the other pair from Thailand. If I had known all the facts I would have spent my money at Lenscrafters, at least that way I would have glasses.

The link provided in the confirmation email to track your order is not working.
Information doesn't get updated...

Took forever to receive the wrong prescription glasses, request the exchange for the right one. 2 months later received the exact same glasses I sent back with wrong prescription!
Now I can't get the money back as its my 2nd return? It was not the return! I asked for the exchange as you sent the wrong glasses! Stay away from this unethical company. They will take your money and find any reason not to return it.

Had multiple issues/calls trying to exchange or refund a pair of glasses that I had gotten within that month. Had a terrible experience with costumer service, given multiple different answers. I could have worked and made the money I spent on the glasses in the time I have dealt with costumer service trying to get this refund. Sent the glasses back and everything. Didn't get the refund I was promised when I talked to someone last week. I sent multiple emails saying I didn't want the exchange because they were trying to send me the incorrect prescription AGAIN. I also said that in the 2nd and 3rd call I made. This is rediculous. I will never use this company again.

First order was never delivered. After contacting glassesUSA I was informed that everything was fine and that the shipping package was not scanned. After a while I was informed that package was lost. New replacement order was triggered and no action from my side was needed. After a while I checked the order status and it shows I need a valid prescription. For some reason I couldn't upload the prescription in their website. After talking to customer service they asked to email the prescription which I did. After a couple of days it still shows that a valid prescription is needed. It has been over a month in this ordeal and I decided to request a full refund since I had never received any glasses.
Update: I was fully refunded.