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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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Title says almost all it needs to. Only thing I will add to "horrendous customer service" is "and they don't care".
Terrible quality control. I paid over $250 for a pair of glasses with 3 lens upgrades. Received the glasses, no upgrades. No transitions, no anti-reflective properties, no upgrades. Returned the glasses... 2 weeks later, same thing! No lens upgrades! They refused to pay me back and I won't give them another shot. I have zero confidence in this company. Buyer beware!
Hi Chris,
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 are reviewing the status of your order and will update you promptly.
Our apologies, again. For any inconvenience. 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
Paid for expedited shipping: Received glasses after nearly three weeks.
Received glasses: Only 1/2 lens has a prescription. The other is literally just a piece of glass.
NO! NO! Unethical business practices, deceifful business practices (bait and switch). See a professional in town, pay the same price and receive your glasses sooner.
Hi Tyler,
We’re sorry to hear that you experienced difficulties with your glasses order. It is important to us that our customers love their new glasses and receive them within the expected timeline.
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.
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
The refund appeared in my bank account last night. Indications are that my filing the RMA actuated it, so I'm going to explain how to make it happen. First, don't bother calling their toll-free number. Their operators aren't even authorized to transfer your call to a representative who can hear your problem and they will give you nothing but boilerplate responses. Second, email requests will only be answered with directions to the RMA page, another boilerplate response. So, when they send you the RMA link, use it. Submit your account name and order number. You will get a drop-down that will offer Store Credit or Exchange. Ignore for now. Click the Chat link at the bottom of the screen. You will be connected to a Chat representative who is authorized to look at your account and give you instructions. She even gives you her last name. Explain your problem. Wait for an answer. While you're waiting, click the "Save transcript to email" link.If she instructs you to indicate "Store Credit" and then explain why you deserve a refund in the Notes field, do it. Close the chat. Submit the RMA. Your transcript, should you need it, will be in your email folder.
I give GlassesUSA three stars for processing my refund, two stars for not getting my prescription right the first time, one star for their lousy phone and email service system, and one star for hiding the roadmap to getting a refund.
Hi Eric,
We're sorry to hear that you encountered difficulties with both your glasses and the returns process. At GlassesUSA.com, we are committed to ensuring that our customers’ needs and apologize if the service you received from our representatives did not meet your expectations.
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.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
I ordered sunglasses with an knowledgeably difficult prescription. They sent me a pair in a rather timely manner, but the prescription was not correct. I re-submitted the prescription and returned the glasses for a re-grind. The glasses were received and sent to their lab, I was informed that the lab could not fit the prescription to the glasses, and I was advised to select a frame that would work. They instructed me to complete a return form that only allows for exchange or store credit. My numerous calls to customer service get only boilerplate response. They say they will refer my request to the appropriate department. They will not transfer my call to anyone who can handle my request. Then I get an email advising me to submit the return form, indicating either exchange or store credit. I have emailed the sales and returns department several times, linking only to the return form that indicates I must choose between exchange and store credit. My bank is working on a resolution.
I first ordered a pair of glasses the prescription came and it wasn't correct,
I got ahold of them and sent them back.
I then ordered them another pair and attached the actual prescription with it so that they could get them right they came the second time incorrect. So I got ahold of them and said obviously we can't get the glasses correct please refund my money.
At this point they tell me they will not refund my money, I lost that chance when I reordered and gave them a second chance at getting them right.
I went on the site today to try to order something else "contacts" I tried to order them and they told me I can't spend my money that way so they are holding $135 hostage and now saying I have to buy what I originally ordered but they can't get them right.
There is never anyone to talk to if I call in I'm told that I have to do this all via email so I can't talk to another human being about what's happening I just kept getting email after email after email saying we're sorry but you can't do that we're sorry but you can't do this I am just requesting my money back or to allow me to spend it how I choose to spend my $135.
Hi Deb,
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 and have reviewed both your orders.
It appears that you had entered your computer distance prescription and selected reading glasses on the original order. On the exchange order, our returns team attempted to clarify with you what type of lenses you required and which of the two prescriptions to use. From your reply to use the "full prescription", we placed your order for reading glasses again but with the prescription that included your ADD values.
Meanwhile, our Service Manager has sent you further information and will assist in resolving this issue in your best interest.
Yours truly,
GlassesUSA
I was asking the customer service rep by the name of Ava (not really her name) she is based out of one of those Asian countries. I asked why the discount on my order did not go through and proceeded to give me her answer to which i told her it was confusing to the customer and she told me "no it is not confusing" how would she know is confusing to me anyway. This unprofessional person hung the phone up while i was talking with her. Just unfreaking believable.
Hi Sharon,
Thank you for reaching out to us with feedback about your recent glasses order. We are so sorry to hear about your negative experience. This is far below the standard of service we aim to provide at GlassesUSA.com.
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 are reviewing your experience with our Service Team.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
I placed an order on Nov 2. I received messages that my glasses were in production and then in QA check. Then I received a UPS notice that my glasses were arriving today... I chat with the GlassesUSA team and they told me it is impossible, that my glasses were in QA. Then the glasses were delivered! The tracking UPS system said my glasses were shipped from Thailand on Nov 3, one day after I ordered them. QA? Production time? Thailand? They have no idea! I don't trust them anymore... it is a shame, it looks like a good place but they don't know what they are doing and what it is happening in their own system... and QA check? Not really! Unless they did it in the plane.
Hi Ernesto,
We’re sorry if you received misleading information regarding the shipment of your glasses order. Meanwhile, we're glad that you received your glasses quickly and hope you are enjoying them.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
I couldn't be happier; I purchased a pair of prescription sunglasses and received them in 10 days from the day I ordered them. Glasses USA ship the sunglasses to me quickly and at a great price. I highly recommend Glasses USA.
I order a pair of sunglasses with the prescription, I paid more than $100, in April. I took very good care of the glasses, because they were so fragile. In October, the left Temple fell down just like that. I did call Costumer Service, they said that the glasses have Manufacture guaranty and asked me for a picture. I sent the picture, order #, etc etc. I received an email confirming that they received my information and the department in charge will send me an answer regarding my complaint. Nobody contacted me!, but I keep receiving offers. Never again!
Hi Graciela,
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 store credit towards another pair of eyeglasses under our 365 Day Manufacturer's Warranty policy.
Our Service Team has sent you a warranty store credit code and will be happy to provide you with any assistance.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA.com
I got glasses that had the wrong rx and made me nauseous and dizzy. ( the ones I wear currently are the same one I submitted so I know the rx I gave them is correct} I contacted them several times by phone and email and got no resolution after returning them When I finally got ahold of someone I requested a refund, but instead I got sent a store credit. So I used it rather than go through the process of contacting them again. The second pair had the same problem. Now they won't let me return them saying I have to take a store credit.
Hi Erin,
It is very important to us that our customers love the glasses they have ordered. 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.
Please send us a copy of your prescription to ensure your next exchange order is produced correctly. If your request for return is due to the inaccuracy of your lenses, please have them inspected by a local ophthalmologist for verification. In the case of a manufacturing mistake, you’ll be eligible for a refund or a reproduction of a new pair at no extra cost to you.
For further assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
Glasses USA is poorly managed. Twice I placed orders with them, only to be notified days later that the glasses I'd chosen couldn't be processed due to size limitations. If a style of glasses can't be processed in progressive or bifocal, that option should not be selectable!
They just seem to put frames up on their site without any research as to what prescription types they support. Other online eyeglasses businesses manage this way better. I will never use this company again.
Hi Chris,
We’re sorry to hear that you experienced difficulties with your glasses order. Unfortunately, the frame you had selected was too large for bifocal lenses, however, it could have been produced with progressive lenses.
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.
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
Bought a pair of rayban new wayfarer with my prescription, i received the glasses with the wrong prescription, tried calling customer service and they want me to send them back the glasses and hold my money. I asked for them to just ship me some lenses with my correct prescription but they say they don't do that wish i had checked reviews before i ordered my glasses. Also the prices are the same as amazon. So don't think you are saving money on the frames.
Hi Marco,
We’re sorry to hear that you experienced difficulties with your glasses. Your glasses were produced correctly according to your prescription, however, 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.
If you require any assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA
I got the wrong glasses and I haven't been able to get an exchange or refund from them. I ordered navy glasses and got lavender.
Hi Marianela,
We are sorry to hear that the glasses didn’t meet your expectations. We’d be happy to process your return request.
We had sent you the link for returning your glasses on Sept. 18 during your chat session with our service representative. However, it appears that you did not fill it out. Our Returns Team has sent another link to the returns form for you to fill out and return your glasses.
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
Incompetent company, placed an order for glasses, two weeks later still didn't receive anything, when contacting support they provide tracking # showing it was delivered to wrong city and address, when showing them this info they still keep sending same tracking. Website doesn't work properly, can not track the order, login to your account, reset password - nothing works on it properly, not mobile friendly. It looks like this company just a front end, just website that does NOT manufacture they own product, but just take the order and forwarding order to other company. Stay away from them, get your glasses from trusted, local companies.
Hi Irina,
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.
According to UPS tracking, your glasses were delivered to you on Oct. 12,2020, at 6:57 pm to the address that you had entered on your order form. We have forwarded your concern to our Delivery Team who will assist you directly.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA
I made an order as a surprise for my husband. The sunglasses came defective ( the lenses were shaking). I returned for exchange. They said is going to take a while so because I was going out of country I wanted to cancel, they said fil up the form for return and we will cancel the order. They never did, I received the glasses defective again ( it is probably same pair). When I contacted them they said I already return the sunglasses twice ( 2nd time it was suppose to be a cancelation which they never did). Now I am stack with defective glasses and $143 to pay for. They will give only store credit if I am lucky to get a label to return the sunglasses. But why I need to buy from you again when 2 times you send me defective products. I would never buy anything from this company. Such a waist of time, nerves and money. I ordered on August 27th now is October 16th. Please don't support this business. There are other business who deserves your money.
Hi Mariana,
It is very important to us that our customers love the glasses they have ordered. 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.
A return shipping label has been sent to you. If you require any assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA
I've purchased several pairs of glasses from them. The most recent were in 2017. They have great prices and selection. Customer service was kind of meh, but I was happy with the glasses. Over the past year however the lenses have developed a strange rainbow like effect which I can only assume is the coatings wearing off or thin. I've bought glasses from several other online retailers and from optometrists over the years and never had this problem before. I have glasses 10 years old without this problem. I take very good care of them. Very hesitant to make another purchase as the lenses or coatings don't last and are cheap. Even the two pairs of Zenni glasses I bought that were $6 each haven't had this issue. So be aware longevity with their lenses may not be good.
Hi Joe,
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
Simply put, I ordered a pair of glasses and they were made incorrectly, five weeks ago! The right eye was like looking through a keyhole, so I took them to my Dr. and he analyzed the Rx that was made, versus what he had given. Well, they were made completely wrong, on a level of "what the hell were you thinking" wrong! The right eye Rx was correct ONLY in the exact center of the lens, and increased in power by 1.00+ or more approaching the edge of the lens. Just outright technical incompetence. Starting the same day I received the glasses, I have called customer service a dozen plus times and requested follow up from a supervisor, a manager, a production representative, or somebody who can help. I have received several emails promising a call from a supervisor, and never have gotten a call back until FIVE WEEKS LATER! And still they do nothing! The call was from someone who had no idea what was going on, or could do anything to help. They were not a supervisor, or any kind of person with the ability to do anything at all, except send me another email promising I would get a call from a manager. I'm still waiting!
Hi William,
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 have received a copy of your prescription and will begin the process of producing your exchange order.
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.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
Ashely Williams giving me attitude did not leave a pleasant taste in my mouth when I was just trying to understand the exchange policy to get different lenses. I'm generally a polite person but Ashely was obviously short and irritated. On top of that, the lenses in my glasses were so reflective you couldn't see my eyes, it looked ridiculous.
Hi Brooke,
We’re sorry to hear that your experience with our service representative did not meet your expectations. 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.
With respect to the issue with your lenses, we do offer lens packages with anti-reflective coatings that also include anti-scratch and UV protection.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
I ordered two pairs of Prada sunglasses from GlassesUSA.com. One came within 10 business days after I placed the order. The other pair was the bogus one. It took them over 20 days to "produce" the glasses and another 5-7 days to ship. Why would they have to produce a Prada sunglasses? And the most suspicious thing is the glasses came in with their case. How on earth would they not come in with a Prada case unless they are fake glasses. Be aware of this company.
Hi Paul,
We’re sorry to hear that you experienced delivery difficulties with your glasses order. 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.
GlassesUSA.com is an authorized reseller of premium and designer frames. The Prada frames you received are genuine. We apologize if the frame case you received with the second pair of glasses did not meet your expectations. We have forwarded your concern to our Merchandise Dept. and will update you promptly.
Yours truly,
GlassesUSA
I ordered blue light glasses because I look at a screen all day and I liked them at first. I liked the look but they felt really cheap for a $56 pair of glasses. I took great care of them, put them in the case when I wasn't using them, gently cleaned them when I got fingerprints on them and much more. On the third day I noticed the screw holding the lenses in was not there. I took them off and watched pieces of cheap plastic fall off my $56 pair of glasses. The lenses then fell out and everything is chipped around the rim. I contacted support about this and I haven't gotten a response back. I can order amazon glasses for half the price and they are made from much higher quality plastic then these were. The shipping took two weeks because I "needed" a prescription to order the glasses. Finally after 3 days of waiting for the report to process they sent my glasses. Never ordering from here again.
Hi Sam,
It’s really important to us that our customers love the glasses they have ordered. 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.
To fill out the returns form and receive a prepaid return shipping label, please click on the following link: https://www.glassesusa.com/rma
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
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 Chuck,
We’re sorry to hear that you experienced delivery difficulties with your glasses order and that we were unable to provide you with a shipping update in a timely manner. 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 monitoring the delivery status of your order and will notify you of any updates as quickly as possible.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA