Shopping was fine, although the site doesn't filter/sort properly by glasses measurements. If you need help figuring out where your order is - forget about customer service. You cannot get a human being on the phone. Only AI chat bots or human chats are available. And neither will do anything to assist with finding the exact location of your shipment. I will likely use another service for buying glasses in the future.
I love my glasses but it took longer then expected and still waiting for one more.
The sunglasses I received are bent/crooked. The ordering process was simple and effective, but product quality is below expectations.
Hi Marie,
We’re sorry to hear that you experienced difficulties with your glasses. It is very important to us that our customers love their new glasses. All orders come with our 14 Day return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
If you require any assistance, our Customer Care Team is available 24/7 on Live Chat at GlassesUSA.com or by phone everyday from 7 am to midnight EST at 1-844-244-1186.
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
My glasses were delayed because of a failed quality inspection. I had to proactively call to find out about the delay, which wasn't very customer pleasing.
Hi Byron,
We’re sorry to hear that you experienced difficulties with your glasses order and thank you for bringing this issue to our attention. We are always looking for ways to improve our service and your feedback is an invaluable part of the process.
Our apologies for any inconvenience and we hope that you are enjoying your new glasses.
Yours truly,
GlassesUSA.com
I really wanted the brown and gold glasses, but they only had that color available in a size small and I needed a medium. I decided to get the tortoise pink/gold since it was the closest color, and I absolutely love them! I was a little nervous at first since there were no review pictures for this color, but I'm so glad I chose to get them. I got them about a week after ordering!
I have purchased many pairs of glasses through GlassesUSA. They are top quality, stylish and priced reasonably. I am a loyal customer and will continue to be. Thanks for a great product and no hassle ordering experience.
Glasses are nice. However, the shipping portion needs to improve. If you are using USPS as delivery method, ship the glasses with USPS all the way. If there was almost a week with no updates with expedited shipping, I cannot imagine with free shipping.
Hi Anthony,
We're sorry if you experienced any delivery issues with your glasses. 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 are enjoying your new glasses.
Yours truly,
GlassesUSA.com
Customer service with Glasses USA is a joke. It's all digital you can't actually talk to anyone. Also they say 3 days for production I'm in day 9 and still nothing and I paid for expedited shipping. Won't order from them again if my glasses ever show up.
Hi Kassie,
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 everyday from 7 am to midnight EST at 1-844-244-1186. 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
Your glasses are in transit and en route to you with an estimated delivery date of Jan. 2. The tracking details are available at the following link: https://www.glassesusa.com/tracking/search/
Our apologies for any inconvenience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
The glasses are beautiful and fit perfect and the scrip is correct. You had extra special fast delivery within 1 wk. I'm glad I decided to try you again because my last experience was terrible. 5 Stars
Slow checkout with PayPal - your coupon item kept coming up when I got a better deal with another coupon There was a rice discrepancy.
The worst customer service experience in many years
The promises offered on GlassesUSA are absolute lies. In trying to add Transition type lenses to an order yesterday I ended up being bombarded in chats resulting in 6 pages of transcripts with 3 representatives begging me to have patience. Unfulfilled promises that a telephone call within 24 hours from a rep would gladly handle my concerns, they asked that I keep my phone line open in anticipation of these calls that never came. Expect to see this exact review on as many sites as possible to warn others about this unscrupulous company.
I would never purchase from Glasses USA Again. Paid for 3-5 day shipping w/up-charge. Shipped DHL and 4 days later no status update. Took 7 days to make bifocals. These guys are a racket. Buy someplace else. Chat people where very rude and condescending.
Hi Eric,
We're sorry if our production and shipping timeline did not meet your expectations. Production and shipping times vary depending on your prescription and the nature of your order, as well as which shipping method you choose.
As listed 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
Once your glasses are ready our Quality Assurance Team will test them for approximately 1-2 business days before shipping them out.
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
Our apologies if your communication with our service representatives was anything but courteous and professional. We 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.
Meanwhile, your glasses are in transit and en route to you. The tracking details are available at https://www.glassesusa.com/tracking/search/
Our apologies, again, for any inconvenience and we hope that you will love your new glasses.
Yours truly,
GlassesUSA.com
My first order I had to cancel as after 14 days there were still stuck in production with no idea what issue was, I then ordered another pair of prescription sunglasses. They arrived in a different color and the script card inside does not match my script. Will not be ordering anything from glassesusa again.
Hi Glenn,
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.
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'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.
I looked at reviews for this before I ordered and was really impressed. After getting my glasses and not being able to use them I quickly realized it's a scam to get you to spend. You will never speak with and actual representative, and they will continually lie via the chat. I've waited 5 weeks to hear from their return department and still no response. Beware! Update: Shortly after posting this review I was emailed confirmation of refund. I can't say I'm happy with the overall shopping experience, but can say that GlassesUSA are not scammers. Just poor customer service. Good luck with your purchase!
Ordered prescription sunglasses for an upcoming vacation. I went with this company because their production times were better than the competition. They state "About 6 Business Days". When you reach out to them after 6 business days they just keep telling you the same thing "6 business days". There is a broken communication here because their customer service staff is not US based, and they also have no power to do anything. I found many other people who had the same experience. Look this company up and read others experiences. Dont be fooled by their star rating. They over promise, under deliver and take no ownership for any of it.
Hi Steven,
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. Due to circumstances beyond our control, the production of your order was delayed.
We will provide you with an update shortly and apologize, again, for any inconvenience.
Yours truly,
GlassesUSA.com
After only two months, a lens fell out of my frames. After multiple attempts to replace it myself failed, I contacted GlassesUSA. I was told I could have 50% credit towards purchase of a new pair of glasses. Why would I buy something else from them if the first item only lasted 60 days? All they tried to do was sell me another pair of glasses. No offer to repair or make me whole. Customer service was completely indifferent and unsympathetic. The prices may be good... but in the end, you get what you pay for. I will never use GlassesUSA again!
Dear Karl,
We are absolutely shocked to learn of the trouble you are encountering.
Our 365 Warranty does only cover 50% of the price of the product as per our Terms & Conditions. It is considered an extra warranty next to the 14-days Return Policy, and the 20/20 Coverage Warranty, if purchased. Regardless, glasses are indeed breakable but we understand that breakage within 2 months of purchase is certainly implausible.
Our Service Manager will be in touch with you today to discuss this issue and provide alternatives, if applicable.
We apologize for the inconvenience. We appreciate you very much as a customer and hope that from now, your experience will only get better.
Best Regards,
GlassesUSA
Everyone in this company seems to sound like a broken record and keep telling me that the 14-day return period has passed and that they cannot accept returns on "normal wear and tear" even though I have explained over and over to several representatives and it's not "wear and tear" but rather poor design, these glasses arrived asymmetrical with the nose rest bars being of different lengths, and the right lens hangs about a quarter of an inch lower than the left lens. Please see attached pictures. They have no customer service reps on the phone rather they want you to chat with someone on their website which is very time consuming as a customer. Do yourself a favor and just go shop at a higher in shop, such as LensCrafters or Warby Parker. In the end, I told them to just keep my money, but they can rest, assured they will never have my business again, nor of anybody I know.
Hi,
We’re sorry to hear that you experienced difficulties with your glasses and 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 everyday from 7 am to midnight EST at 1-844-244-1186.
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
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.
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.
Our Customer Care Team has resolved this issue in your best interest have sent you an update.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA.com
The production and delivery of my glasses was a little longer than I expected but I did not fuss over it due to me being out of town during the time of them being made and delivered. I got so many compliments on these glasses, they are exactly what I wanted! They do feel a little cheap but that was my intention to get cheaper frames so that I can have the best lenses within a reasonable budget for me.
This company has zero standard for quality. They are a fraud. My glasses finally arrived almost 5 weeks later completely misshapen with one of the arms stretched out so badly that it was pointing the wrong direction. They also only offer store credit if you've returned something before, which is super convenient for a company incapable of producing a quality product. Do not order from them.
Hi Madison,
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.
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. Each item may be returned a single time, within 14 days after its delivery (and with respect to contact lenses, 30 days), for a 100% refund, store credit or, an equal-value exchange. The next return with respect to the same item will only be eligible for store credit or equal-value exchange. Every item originating from the same order may be returned up to 2 times in total.
If you require any assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA.com
When I called them, they said I could have 50% off of another pair even though the frames were warranted for one year. Coating peeled off on the ear pieces. See photos.
This is unacceptable. Very poor customer service.
Hi Donna,
It’s really important to us that our customers love the glasses they have ordered. We know that you are disappointed, and for that, we do apologize.
It appears that our service team has already been in contact with you regarding this issue and that an exchange order will be placed at no additional cost.
We’re happy you brought this to our attention and glad that we could make things right.
Yours truly,
GlassesUSA
Overview
GlassesUSA has a rating of 2.8 stars from 3,827 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 9th among Eyeglasses sites.
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- New York, NY, United States
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Business History
The company primarily focuses on North America, but also accepts orders from 92 countries.
Around 40,000 unique visitors visit the website daily.
In 2015, GlassesUSA raised a $12.5 Million growth round led by the Viola Private Equity fund.
Company Representative
- 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
- 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
Dear Ruthie,
We're sorry to hear that you experienced difficulties navigating our site. We have the Find My Size option to enter your frame measurements to see which overall size would be the best fit for you. We also have a Custom filtering option under Size that allows you to search based on the lens and temple/arm measurements.
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 everyday from 7 am to midnight EST at 1-844-244-1186. 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 including tracking details.
https://support.glassesusa.com/hc/en-us
Our apologies for any inconvenience and we hope that you are enjoying your new glasses.
Yours truly,
GlassesUSA.com