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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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I placed an order. When it became obvious that they were lying about how many days glasses take to produce, how many days glasses would be in "quality control", I asked them to cancel the order when the automated message today said they would be in testing for 2-3 business days. Then they said, well they are actually in distribution. I said call distribution and cancel the shipment. I then get an email that says they were already shipped. This all occurred within a 24 hour span. So it's obvious someone is lying if their stated process is 2-3 days in "testing" and 1-2 days in "distribution. Meanwhile, they have already charged my credit card for the order 10 days ago. This in my view is fraudulent. My guess this company is a front for cheap Chinese glasses outfit and the folks in New York seemingly have no control over orders you place with them and their customer service people either don't know what's going on OR don't care. I've advised my credit card company of this scam and have them reversing the charge. I would avoid these folks - plenty other reputable, non-scam online glasses companies.
Ordered glasses twice trying to get it right. No confirmation of payment or order status. Waited and waited. Went to cancel first time after waiting and put off with not being able to buy one get one free coupon. Then after being told I would receive a $150 dollar coupon which never happened waited again for glasses and finally cancelled. They also want you to go to a computer and cancel on a form. No way get a supervisor to gave it approved without the hassle. Eyemart does classes same day what's with the long wait time? Very disappointed after reading there reviews I thought it would be better.
Hi Jane,
We're sorry to hear that you encountered difficulties with your glasses order. Our discount coupons do have limitations and the details are listed. These limitations are based on the frame and the lens package being ordered. Only one discount coupon per order can be applied.
For further information, our customer service representatives are always available 24/7 at 1 844 244-1186 or by live chat on our site to offer any assistance you might need. Also, the following link contains detailed information on our promotional discount coupons: https://www.glassesusa.com/coupons-and-promotions
Meanwhile, we have received your cancellation request and your refund is processing. The refund confirmation will be 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, again, for any inconvenience.
Yours truly,
GlassesUSA
They keep giving me the run around about where my glasses are. I paid extra for them to be expedited and they have far surpassed that time. They refuse to answer me about when my glasses will be done after 2 weeks and they keep sending generic messages saying I am being forwarded to another department. My glasses have been "in production" for nearly 2 weeks when the time frame is 3-5 days. They refuse to give me my money back or respond. I have had 3 chat sessions and multiple emails and continue to get the run around. Still nothing.
Hi Tracey,
We're sorry to hear that you have not been updated on the status of your 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 your order and will update you promptly.
Our apologies, again, for any inconvenience.
Yours Truly,
GlassesUSA
My prescription sunglasses came in today. I was so excited to finally have some prescription sunglasses, couldn't wait to see them. I soon as I put them on I knew something was wrong. I checked my prescription and compared them to the prescription card that cane with the sunglasses and there was the problem. I contacted customer service and they told me I had to have a computer to process a return. So no fault of mine and because I don't own a computer and do everything from my phone I'm the one that gets screwed in the end. Just Sorry incompetence on the part of the company and not going above and beyond to FIX their problem their fault. I will never and I mean never use this company again and you shouldn't either. Save your money and buy from a local vender.
Hi Keith,
It’s really important to us that our customers love the glasses they have ordered, which is why we offer a 14-day no questions asked return period.
It appears that you had entered the incorrect cylinder value for the right eye on the order form. From the prescription you have attached to this review, the right cylinder value is -2.25. The value you had entered on the order form is +2.25.
To clarify the prescription process with respect to positive cylinder values, Ophthalmologists and a few older optometrists (different types of eye doctors) write astigmatism prescriptions with positive (+) cylinders. This is because many years ago the instruments used to measure and cut lenses were only able to do so in positive increments.
Nowadays the majority of labs, including ours, cut lenses in the negative (-), and require that any positive (+) cylinder prescriptions be converted into the negative (-) equivalent. Rest assured this conversion does not alter the type or quality of the vision correction that your doctor prescribed you. The conversion will affect (change) the SPH, CYL, and AX parameters in your prescription, but will result in the exact same vision correction you were fit for by your doctor. We automatically perform this conversion if the prescription you enter is written with a positive (+) cylinder.
Your glasses were crafted according to the prescription you had entered on the order form.
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
GlassesUSA incorrectly filled my glasses prescription. They told me twice that the prescription changes when they make the glasses. That didn't seem right. I ended up going to a reputable local glasses store, and they confirmed what I thought, they deviated from the glasses prescription that the dr gave me.
Hi Aviva,
We are sorry to hear about your concern regarding your glasses. It appears that the issue has now been clarified with respect to the positive cylinder values on your prescription.
Ophthalmologists and a few older optometrists (different types of eye doctors) write astigmatism prescriptions with positive (+) cylinders. This is because many years ago the instruments used to measure and cut lenses were only able to do so in positive increments.
Nowadays the majority of labs, including ours, cut lenses in the negative (-), and require that any positive (+) cylinder prescriptions be converted into the negative (-) equivalent. Rest assured this conversion does not alter the type or quality of the vision correction that your doctor prescribed you. The conversion will affect (change) the SPH, CYL, and AX parameters in your prescription, but will result in the exact same vision correction you were fit for by your doctor. We automatically perform this conversion if the prescription you enter is written with a positive (+) cylinder.
Your glasses were crafted according to the prescription you had entered on the order form.
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
I ordered two pairs of glasses and before doing so, spoke to GlassesUSA about my need to get them before we traveled out of the country. They assured me if I paid expedited shipping that they would be able to accomodate me. One pair arrived, one pair did not. When I tried to find out about the second pair, the first customer service person could not speak english well enough to even understand me. So I tried chat, and the person on chat (Crystal Taylor) just kept repeating that the order was in production and I would get notification when it shipped. It was like speaking to a robot. I finally just gave up and disputed the charge with my credit card company. I will NEVER do business with them again.
Hi Shadra,
We are sorry to hear that your shopping experience 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 are reviewing the 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
Don't order from here there glasses take FOREVER to make. I ordered glasses from them over month ago and barley heard something today. Customer service sucks when you need their assistance. Never again
Hi Destiny,
We are sorry to hear that you encountered difficulties with your glasses order. We know that you are disappointed, and for that, we do apologize.
Your glasses are in transit and en route to you. 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 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 and hope you will love your new glasses.
Yours truly,
GlassesUSA
I ordered glasses in early June and they were expected to arrive in 10 days. About a month later, I still had not received them. I sent multiple emails and received no response from them.
I decided then to initiate a claim through PayPal for "item not received". It was only then that Glasses USA magically responded and said that they were experiencing delays due to covid. I received my glasses about 7 days later.
Once I received the glasses I realized that they did not have the features that i had paid for such as transition, anti-glare etc. I emailed GUSA multiple times; I provided them with all the proofs that they had requested. Then another period of silence from them. I had to update my claim through paypal for G.USA to partially refund me for the features that were not added on the glasses. Glasses USA agreed to refund me the full amount ($267) if i return the glasses within 7 days.
I had to pay shipping out of pocket to send the package on time because once again G.USA was not getting back to me.
G.USA received the package (per USPS tracking) and failed to update claim specialists as originally planned. I reached out to them several times with no success. I escalated the issue through paypal and I am finally getting my refund soon.
If you want to risk using this company, make sure to use a credit card or PayPal that can dispute on your behalf. G.USA has no respect for their customers nor do they abide by the standards of ethical business conduct. Consider yourselves warned...
Hi Rosica,
It’s really important to us that our customers love the glasses they have ordered, which is why we offer a 14-day no questions asked return period with free shipping. We are sorry to hear that you experienced difficulties with your glasses and that the returns process did not meet your expectations.
We are reviewing the status of your order and will update you promptly.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
Placed an order for glasses seems nothing was done with my order until I messaged them. If you need glasses in a timely manner do not bother using them. Still have no answer when I can expect to ship! I've never had the excuse from proportion to quality assurance to whatever department.
Hi Natalie,
Good news. Your glasses are in transit and en route to you. The tracking details have been sent to you.
We apologize for not updating you sooner 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 assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Enjoy your new glasses.
Yours truly,
GlassesUSA
Have purchased two pairs of sunglasses with prescription. One pair has correct prescription and the other does not. This company won't fix their manufacturing error and exchange my glasses with correct prescription lenses. They're just giving me a run for my money. I don't want a refund and I just want them to fix the pair they sent me and they won't accept their manufacturing mistake. Multiple emails and calls with no solution offered.
Hi Srishti,
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. 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 exchange.
While your return request was well beyond the 14 day return period, we do want you to be happy with your glasses. Our Service Manager has extended the returns period for you to return the glasses for an exchange.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
Short and simple: I placed an order for glasses roughly 3 weeks ago. I have not received the package. The package was erroneously sent to another state. Now, it's "in transit" (and has been so for the past 3 days). As I‘ve read in other reviews, and as I've experienced: canned responses and other nonsense from customer service. I've been told it's "in transit" from these people, after I informed them of the package's alleged status. I was just informed the "delivery team" (whatever that is) will be in contact with me in 1-2 business days. If I don't receive confirmation of my refund at the end of "business day 2", I'm contacting my credit card company, the BBB, and the FTC. Enough is enough.
Never again. I'll seek a new company.
Hi Sean,
We are sorry to hear that you experienced delivery difficulties with your glasses order. It appears that your order was missent but is now in transit and en route to you. We have sent you the tracking details link.
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.
If you require any further 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 prices on designer frames are tempting, but if I'd known... I would've taken my business elsewhere. I purchased some Ron Arad A frames by PQ Eyewear and while these frames are great, they have special parts and hardware. If one of them frame screws comes out (and they will eventually) you'll never find a duplicate anywhere. They're not typical frame screws and have a reeeeeal tight tolerance. I spent well over a month to no avail trying to get help from customer support, but they brush you off by telling you "We forwarded the request to the correct department. They will contact you in 1-2 business days", after which they definitely do not. They never will. If you continue to push, the process just gets repeated over and over and over and over. There's no way to get beyond a 1st level customer service rep who can't actually help you. If you've been through this already, I took some measurements that may or may not help the next person:
Screw dimensions are approx: total length = 7.29mm long, head = 1.8mm wide, outer thread diameter = 1.36mm, thread width is somewhere around. 22mm (this is a little rough though).
Hi Scott,
Thank you for reaching out to us with feedback about your recent glasses order. This isn't the service you deserve and it definitely isn't what we stand for at GlassesUSA.com.
We are reviewing the status of your screws request and will update you promptly.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
Glasses USA promises a 100% money back guarantee. But this was not true for me. They said they will give me a refund over the phone but they never emailed me a shipping label to print. So I don't think I will be getting a refund because they have to receive the old glasses back. This was very disapointing.
Hi Ronald,
It’s really important to us that our customers love the glasses they have ordered, which is why we offer a 14-day no questions asked return period.
If you were unable to print the return shipping label while filling out the returns form, we have sent you one.
If you have any questions, you can always email us at returns@glassesusa.com or call us at 1-844-244-1186.
Yours truly,
GlassesUSA
2 weeks after my order and no movement at all. Don't be fooled by low prices; getting NOTHING for less is still nothing.
Hi Stewart,
Your glasses have completed our 5 -stripe quality assurance testing and are currently in transit to our sorting facility. The tracking number should be assigned and become active within 1-2 business days.
You will be able to track your order through our website by clicking on the following link: http://www.glassesusa.com/tracking/search/.
Please note that the tracking system is space sensitive.
If you have any questions, feel free to contact us. We’re here for you at 1-844-244-1186.
Our apologies if you encountered any difficulties throughout the process.
Yours truly,
GlassesUSA
I purchased a pair of glasses and one of the wired in nose pieces came out 5 times. I was able to get Vision Works to help get it back in but they were flabergasted at the way they were crafted. So, on August 5th I actually lost that piece when it came out. I've been trying to get another one from here ever since. Customer Service put in the order with production, VIA AN EMAIL, and said that's all they could do. I checked back in two weeks, same thing - the only way they can contact Production is via email. So last Wednesday, I called and put in my order number and it said it has shipped and that I could track my package online at Glasses USA. Well here I am a week later and the tracking information is NOT AVAILABLE! Come on, a nose piece takes a month? I won't buy here again. I'm waiting on the chat person to look up my order - been about 5 minutes now. Bleh...
Hi Angie,
Thank you for reaching out to us with feedback about your recent glasses order. We are so sorry to hear about your negative experience.
We are reviewing the status of your nose pad request and will update you promptly.
Our apologies for any inconvenience and thank you for your patience.
Yours truly,
GlassesUSA
I ordered Trifocal sunglasses the first week of May 2020. Within a week I received an email that the lenses were made and that they were going to Quality Control. Then I received another email saying they had passed QC and were going to shipping. I then received a very long Tracking # for the post office. I went to the Post Office Site and plugged in the Tracking #. The response was " We have not yet received that package." I continued to receive that answer FOR THE NEXT 3 MONTHS. After many phone calls, online chats and emails. I received a notice in August that they had refunded my money to my credit card. That was our last communication. No explanation.
Hi Margaret,
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 order was lost in transit and we had issued you a refund according to the emails we had received from you. We apologize if there was any misunderstanding.
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
Thoroughy disappointed with GlassesUSA. After placing my order in early August, expecting professional service and delivery of my prescription glasses, I'm short of over $300 and no effective response from GLASSESUSA. I received a couple of emails with links that went nowhere. It's exhausting. My prescription is two months old, my eyes hurt, strained and no replacement. I want my money back.
Hi Alberto,
We are sorry to hear that you experienced delivery issues 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.
According to the tracking details, your package was forwarded to a different address at 5:56 pm on August 18,2020, in HELOTES, TX. This was because of forwarding instructions or because the address or ZIP Code on the label was incorrect. Our Delivery Team is reviewing the status of your order and will update you promptly.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA
I bought a pair of glasses from them 3 months ago. When I received my glasses and the prescription was 100% wrong. Customer service told me to send them back and they would send me a new pair of glasses with the correct prescription. I have been on the phone with them at least twice a week for the past 2 months trying to get my replacement glasses. Each time they assure me it will be taken care of immediately. I still do not have my glasses and will be working with my credit card company to get my money back. DO NOT purchase with this company! They take your money and do not provide you with your glasses.
Hi Sue,
It’s really important to us that our customers love the glasses they have ordered and we apologize for the difficulties you had experienced with your order. Your glasses were produced according to the prescription and single vision distance lens type you had entered on your order. We have received an updated copy of your prescription and our Returns Team will follow up with you promptly.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
Took nearly 3 months, over 50 emails, more hours on hold waiting to speak with someone about my misplaced, never delivered, forgotten order! I have NEVER in my life wasted so much time and had such a difficulty time obtaining something I paid for already. Hands down the WORST customer service experience to date by a long shot! To the point where I thought it may even be a scam and I was out of my money forever. TAKE YOUR BUSINESS ELSEWHERE the "deal" isn't worth the hassle I promise!
Hi Brandon,
We’re sorry to hear that you experienced 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.
According to the courier's tracking details, your reproduction order was delivered to you on July 26.
Our apologies, again, for any inconvenience and hope you are enjoying your new glasses.
Yours truly,
GlassesUSA
I will start off by saying, they have a good selection of frames and a variety of types of lenses. That's the only good thing about Glasses USA. Really wish I had gotten more information on the status of my order. Apparently my glasses are still in production 20 days after I had placed my order. I understand that there are a lot of orders coming in right now (due to COVID) but they shouldn't tell their customers that their order will take 6 days to produce, when in reality, it's taken over 20 days. I even payed for expedited shipping in order to get my glasses sooner, but I guess that it was a waste of money. Really wish they had an accurate description of the production time on the website. Don't order from this website unless you don't mind waiting a month for your glasses to arrive on your doorstep. Honestly, I will never order from Glasses USA again.
Hi Wyatt,
We are sorry to hear that our production timeline 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.
Your glasses are in the final stage of completion and will be shipped shortly. We are issuing you a refund for the express shipping fee as a gesture of goodwill.
If you require any further 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
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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 Jim,
We are sorry to hear that our production timeline 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.
Your order had already entered the shipping chain by the time we received your cancellation request. The tracking will be available shortly.
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.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA