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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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Ordered ONLINE@(Glasses USA.com) 8/22/20, recv'd 9/1/30+-. Age 75, retired, in CV solo seclusion, glasses only for TV viewing 20'. I tolerated distortion of the transitional bifocals which made my dinner table look lower@ front & *******@rear. 12/30/20: "Denver" frames fell *******@the left frame lens mount. Customer rep. Says NO RETURNs after *14 DAYS* after receipt.& "email" a 2nd request to "*******@GlassesUSA.com". I am also contacting United Health Care/Medicare/PayPal for resolution.
SUMMARY:
*DO NOT BUY Junk (Thailand) Frames & Distortion Lenses from this Co.
*14 DAY WARRANTIES are NOT warranties for metal frames lasting 4 months.
*BUY LOCALLY to avoid losing your 2 yr. Medicare credit on *junk glasses w/no real warranty*.
*One star for the polite/honest cust. Rep... Zero otherwise. LD
Nice selection of frames to choose from,
I had to cancel my first order because did not include my insurance information and the customer service staff handle it nicely, grat service,
Thanks
Nice selection of frames to choose from,
I had to cancel my first order because did not include my insurance information and the customer service staff handle it nicely, grat service,
Thanks
Purchased glasses on 12/18/2020 and rec'd them on 01/05/2021. The prescription was completely wrong based on the prescription I gave them and the prescription I rec'd not even matching. I contacted customer service and was told I had to print a return label and send them back and then they would process the order again. I was told I had to print off a label. I told the rep that I did not have a printer and was told that I would have to go pay a service to print the label. I will be sending the glasses back for a refund and will NEVER use their service again due to poor customer service and the fact that my glasses were completely wrong.
The two pairs of glasses we ordered for our son were not as durable as suggested by the description. And the scratch resist coating did not work well. We had to order two new replacement pairs within a few months of receiving the original orders.
I was communicating on an order from a year ago. Wanted to get repair pricing/parts on the Elliott Tortoise and gold frames that had failed on the nose. No one would sell me replacement frames or parts. So I ordered a set of reading glasses using a discount code and free lenses. I can either use them as parts to replace my earlier glasses broken pieces, or use them for reading.
Hi Michael,
We're sorry to hear that replacement parts for the glasses that you had purchased a year ago are unavailable. We're glad that you found a workaround to solve the issue and 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.
If you require any further assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA.com
Easy to use site! User friendly with virtual try on feature using photo is awesome. Great selection.
The web site is easy to use and has tons of frames to choose from.
The site was easy to navigate. I ordered a pair of glasses a couple of weeks ago and they were delivered quickly. I love the glasses I have already received. The glasses I received were of nice quality and the prescription seems correct.
The site was easy to navigate. I ordered a pair of glasses a couple of weeks ago and they were delivered quickly. I love the glasses I have already received.
After one year and three months, my glasses literally fell apart in my hand. The hinge spring needed to be replaced in one of the arms. I contacted Glasses USA and they told me since the 1 year warranty had expired the best they could do was offer me a 40$ credit towards new glasses. Really not satisfied with their service or quality of glasses. Don't waste your money.
Hi Chantal,
We’re sorry to hear that you experienced difficulties with your 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.
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.
If you require any assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA.com
Ordered 2 glasses dec 8
After 2 of their issues, they could not be done by early jan.
No easy refund
Hi Frank,
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 that you are disappointed that one of the frames you had selected is out of stock and that the replacement frame you had chosen was too large to accommodate the strength of your prescription.
We have sent you the link to the cancellation form. Once filled out, your refund will be issued. 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
After many weeks after my glasses were allegedly shipped, there is a lack of communication, I still do not have my glasses 4 weeks later. I am still getting the run around from their Customer Service Department. They are ineffective and tried to defer to "a delivery team" on both of my calls. Still no resolution and no glasses. They're obviously lost in the mail and I want a refund, which they would not oblige. I'm very dissappointed in my experience with GlassesUSA. Their call center users are not outcome driven, nor solution oriented. Order from some where else and save yourself the hassle!
Hi Jennifer,
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. We know that you are disappointed, and for that, we do apologize.
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.
We are reviewing the delivery status of your order and will update you promptly.
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.
Yours truly,
GlassesUSA
I ordered a pair of reading glasses and have yet to receive any shipment updates on it. It has been stuck en route to the USPS facility for 10 days now and I can't get anybody to resolve it and realize that the glasses are most luckily lost in shipment. Every time I tried to reach out to someone for a refund or other possible resolutions they give me the same automated answer that my glasses are on there way and that I will receive an update shortly when I have gotten the same answer 3 others days and have yet to hear about it anything.
Please beware about giving this company your money cause you might end up being scammed out of a couple hundred bucks with no glasses.
Hi Betty,
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.
We are reviewing the delivery status of your order and will update you promptly.
Thank you for your patience and understanding.
Yours truly,
GlassesUSA
The financing options is a big lie. If your order is $200, they put that amount in hold during the all financing time, The First payment is according the monthly payment offers, but the second is the full. They offer to pay the glasses en 3 parts, one payment at purchase time and the rest in 2 montly. In the second payment they made in full. Lie to customer is a bad Business practice!. The eyeglasses are high quaility but the Customer Service
Hi Nestor,
We are sorry if there has been any misunderstanding regarding the Splitit 3 payment installment plan. We'd be happy to answer any questions or concerns by contacting us at 1 844 244-1186 or by live chat on our site. In addition, the following link contains information and details: https://www.splitit.com/shopper/
Thank you for choosing GlassesUSA.com and we're glad that you love your new glasses.
Yours truly,
GlassesUSA
I purchased a pair of Versace glasses and the glued- on icon fell off after less than a month of wear. When I contacted them - they said, "Oh well. So sad for you. We only warranty 14 days. HahaHaha." Okay, not exactly what they said - but basically, they will do nothing. I doubt they are really Versace glasses because the icons look like they are Super Glued on. Terrible company. Terrible service. Likely located in China.
Hi Ruth,
We’re sorry to hear that you experienced difficulties with your glasses. At GlassesUSA.com, a global company with facilities worldwide, we are committed to ensuring that our customers’ needs are being met. We know that 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.
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 store credit towards another pair of eyeglasses under our 365 Day Manufacturer's Warranty policy.
GlassesUSA.com is an authorized reseller of all the premium brands listed on our site. Your glasses are genuine. Meanwhile, we are reviewing the issue regarding your frame logo and will update you promptly.
Our apologies, again, for any inconvenience.
Sincerely,
GlassesUSA
I have had the worst experience ordering glasses with this company. The promised delivery window was missed. I called them to inquire the status of my glasses, was told they would get them out as soon as possible. So on the day the glasses were to be delivered, I get a text saying they missed me and apparently a signature was required. No one told me about the required signature in the middle of a work week, but most importantly, I was actually home! My door was wide open. No one delivered any package or knocked on the door! Absolutely horrible experience! I should have just gone into a brick and mortar store and been out in a few hours. This company is a disaster!
Hi Joseph,
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 were produced and shipped within the timeline as listed on our site and at the time the order was placed.
Production and shipping times vary depending on your prescription and the nature of your order, as well as which shipping method you choose.
Our typical production time is as follows:
Single vision (general use/near vision): approximately 2-4 business days
Multifocal / bifocal / tinted 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
According to the tracking details of your order, the courier did attempt to deliver your glasses. We apologize for any inconvenience and are reviewing the status of your order. We will update you as quickly as possible.
Yours truly,
GlassesUSA
This is the worst company I've ever dealt with. They are the next level of badness. I ordered transition lenses in a specific frame, but I got the wrong frame with regular lenses. They then refused to refund me.
Hi Saud,
We are sorry to hear that you experienced difficulties with your glasses. At GlassesUSA.com, we are committed to ensuring that our customers' needs are being met. We know that you are disappointed, and for that, we do apologize.
We did notify you that there was an issue with the lenses and offered to reproduce your order, issue you a partial refund if you would like to keep the glasses, or, refund you in full if you choose to return the glasses. It appears that you chose to keep the glasses and receive a refund for the incorrect lens package.
Our apologies if there was any misunderstanding. If you require any further assistance, please contact our service representatives 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
DO NOT use this company! My first pair was nothing as I ordered. Returned. My 2nd replacement was pretty much the same mistake as the 1st. I don't think these people understand English very well. I wanted a slight tint on lenses and on my replacement 3rd order I found out they could not do this, more of a sunglass tint. Wasn't told this in the beginning or I would not have done business with these people. Coulda' gone local, got what I wanted for a lot less! Live and learn. I wasn't able to get a complete refund so I had to buy or lose my money. My replacement 3rd pair finally arrived, it was close to what i wanted but no tint and frame sits crooked on my face. Pitiful.
My response to response: On my first order I did explain "no prescription at top & reading on bottom. With slight tint. The entire lens was reading with dark tint. 2nd pair pretty much the same. I could not get a refund and the price kept going up because they said I needed this and that. I was not told about the inability to give me the tint I wanted until the 3rd pair. Again,... pitiful
Hi Bobby,
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.
It appears that you had originally ordered reading glasses and returned them for store credit. We received your request for a non-Rx upper segment of the lenses and notified you that you would need to place the order with multifocal lenses. However, the order was placed again with reading lenses. While your second exchange order was placed with bifocal lenses and the upper segment was produced without a prescription as requested, we did notify you that we could not produce the tint you desired.
For information about frame adjustments, please click on the following link for useful tips: https://www.glassesusa.com/how-to-adjust-your-frames-at-home
If you require any assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
Our apologies for any inconvenience.
I originally purchased prescription glasses through Glasses USA around the end of May 2020. I had the glasses for 2 months trying to get use to the new prescription with major changes and progressive lenses. The only issue I had with the lenses was the bottom viewing area for close reading. It was too narrow. On the top front of the Glasses USA website, states 100% money-back guarantee, 365 day warranty. I contacted Glasses USA and was told I could have the change I needed, but my 14 day trial was over. I was told the money-back guarantee and warranty are good for 14 days only. I finally found this information on the website, in small print, it is not readily forthcoming. You really have to search for the 14 day trial information.
On Oct. 2 I called Glasses USA wanting a refund because nothing was being done about my request for another set of lenses. I was told I needed to pay a copay of $15 (never told this before) then I could send back the glasses and have them reworked. I placed another call and talked to another "specialist", requesting that the bottom viewing area of the lenses be increased from 4 mm to 10 mm. I was told this was not a problem. Thus started a series of emails back and forth from several "specialists" and me about = yes they could make the change, no they could not make the change, no I did not qualify for a refund, pick out a new pair of frames, why can't my original frames be used, oh they were given to charity, still not qualified for refund, frames out of stock (I found this out when I called them about delays with my glasses, I was never notified that the frames were out of stock), and several emails asking my permission to process my lenses, no the lenses change could not be done, advise them of my decision to proceed, etc. The last email I sent was to give them the go ahead yet again to process my order. That was on Nov. 23,2020. I've requested to speak with a supervisor (not available) and looked for someone to contact about this issue, but I could only find info pertaining to their website. I'm 67 yrs old. And on a fixed income. I had to quit working due to a stroke. I can't afford to go to another glasses store and spend more money on glasses. My requests for a refund have been denied. This has been going on since July when I contacted them with the lenses problem. I feel I am being jerked around and when a year comes up in May 2021, I lose my glasses and the money I paid for them. It's not an extravagant amount of money, about $250. But I can't afford to just write off that money.
Hopefully this problem can be resolved before May 2021.
Hi Donna,
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 that 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.
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.
In addition, we do offer 20/20 Enhanced Coverage to ensure that your glasses are covered, whether you need a repair or replacement or in case of a change in prescription. The Replacement Service cost is $15.00 or $30.00 on Premium marked frames or Transition lenses.
Your glasses have been completed with the raised reading segment as requested. To get your glasses to you as quickly as possible, we are sending them by express shipping.
Our apologies, again, for any inconvenience and we hope you will enjoy your new glasses.
Sincerely,
GlassesUSA
My experience was a disaster. But I guess it doesn't happen to everybody. Otherwise, they would have gone bankrupt in one week.
I ordered a pair of glasses, and because of some mistakes (partially on my end and partially on their end) I received "reading" glasses instead of "distance" ones. I asked for an exchange and they easily accepted. Since then, in the course of 2 months, I received 2 pairs of glasses, both "reading", despite several chats with Customer Support, phone calls, and emails, providing my prescription! Each time, I had to wait for the glasses, find out that they are not distance glasses, go to a USP store and return, check and make sure that they have received it! Such a frustrating and unnecessary thing to do.
After my 5th chat with the Customer Support, just to make sure they finally have my prescription right, in their system, I realized that the person answering me did not know anything about the case. She asked me to provide my prescription! Again!
That was my last straw. I asked for a refund. At this point, after spending 2 months on this and not getting my glasses, I don't believe the refund procedure would be a smooth one.
To be fair, the Customer Support always remained calm and polite. However, their lack of knowledge about the situation, and their incapability of fixing it, and not having the option of offering something for the time they wasted, was just as disrespectful.
Hi Azim,
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 that you are disappointed, and for that, we do apologize.
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, our Service Manager has sent you further information and will assist in resolving this issue in your best interest.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
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 Ephraim,
We’re sorry to hear that you experienced difficulties with your son's 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.
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.
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