GlassesUSAReviews 3,819

I really don't know where to begin because the level of BS I went through with this company is unparalleled to anything. I placed an order on May 25th, updates were frequent and informative until Jun 4 - that's when the glasses supposedly went to quality testing and that was the last time I heard from them. On Jun 17, I called, waited 30mins and didn't get attended to. I then went online and used their chat system to query my order. I was told they'd get back to me in 48hrs and that they were experiences issues with the shipper/carrier - that the carrier had informed them that they're experiencing major delays. When I asked who the carrier was, I was told that it's USPS. C'mon now, I've been receiving and sending endless packages through USPS without ANY delay whatsoever, that's when I knew something was amiss. 48hrs came and went and nothing from them. I phoned again on June 21. I was given the same runaround. The carrier Bla Bla Bla, and they'd email me the tracking # ASAP once the carrier provides it.
Fast forward to today, I called again and this time demanded the truth or else I will dispute the payment with my CC. Suddenly, the package was lost on its way to me and I am being offered 120% credit.
WHAT? How do you go from not having a tracking number to a lost package? I wasn't born yesterday - I know a scam when I see one.

I demanded my money back. I am giving them the standard timeframe to process my refund. If I don't get my money back, I am filing a claim with my CC. They can take their credit and stick it. How dishonest!

UPDATE 7/6/20: All is well, I got my refund in my bank account a few days ago. I still maintain it should not have been this difficult or taken as long to get a refund confirmation. No one should have to wait two weeks for their refund confirmation particularly when the seller is at fault in the first place. I never would have left a negative review had it not been for the lousy customer service.

UPDATE 6/29/20: Don't fall for it, they still haven't processed my refund. I only received an e-mail that they would review my refund request. Even though the rep replied here saying my refund was on its way, it's just simply untrue. There's been no refund issued and not even word from them that they are planning to send the refund. Honestly, is it really out of line to want our money back after receiving nothing?

Original Review: Don't expect them to hold up their end of the bargain when they offer something. I received this email notifying me my order was lost and if I would like a refund or credit. When I asked for a refund, they ignored me and continued to do so when I reached out multiple times. You cannot trust this company. Not to deliver your order, and certainly not to make things right.

Edit-June 24th. I just received emails saying they have issued refunds for both orders.
After no word from this company about my refund other than an auto generated reply on here, I am going to dispute charges with my credit card company. This is the worst experience I have EVER had with any company. To say that you are not responsible once the glasses leaves your facility is a disgrace. You are responsible! It's your company. They even blamed the delay on civil unrest in the country. I've heard it all. How is it I've had no problem receiving any other order online. -UPDATE-just chatted again with their customer service. Only automated responses. This is Fraud! I will be disputing these charges.

This is absolutely the worst shopping experience I have ever had. I wish I could give negative stars. Dealing with returns, which they make you think is simple, has been an absolute nightmare. I have had to contact them multiple times, each time needing to explain the entire situation over and over again. Make sure you don't lose your return tracking number, because they sure as hell don't keep it or anything else for that matter on their end. It has taken me months to receive partial refunds, and after weeks of contacting them about the remaining portion I still have yet to receive it. I filed a claim via PayPal. They are a terrible company that hides behind the illusion of having good customer service by offering 24/7 chat and free returns. I will never do business here again, and urge you not to make the same mistake.

I placed the order and my credit card was charged on May 25th. The glasses are were transferred to quality testing on June 3rd and as of today(June 22nd), it's still there. They state that it approximately takes 3-5 business days to complete quality testing. After 2 weeks I emailed them and they said there's a delay with the 3RD PARTY SHIPPING CARRIER. I emailed GLASSESUSA.COM a few days later and gave me a tracking number. USPS website states that they are still awaiting the package. I emailed back GLASSESUSA.COM and they replied the issue is with the 3RD PARTY SHIPPING CARRIER. I was suspicious and called USPS only to find out that the label was purchased online a long time ago but USPS never received any package. Two employees sent me identical emails for two different questions. They are lying to the customers sending email templates saying that the issue is with the 3RD PARTY SHIPPING CARRIER while they haven't even shipped the package. I learned from the USPS employee that companies like this buy shipping services in bulk which provide them shipping labels with tracking numbers. They are using those tracking numbers to deceive customers and blame the 3RD PARTY SHIPPING CARRIER. If there was a delay i would totatly understand but blatently lying to your customers is not acceptable.

I ordered my glasses ages ago and paid for express shipping so I could receive them quickly. They spent 7 business days in production and 3 in "quality assurance", and they still haven't been shipped, even though I've been assured on email and over the phone that they HAVE been shipped. Either they are lying to me or they are lying to me. "Quality assurance" is also a scam, there is no 5 stripe rigorous exam, it just means it's waiting to be shipped. Customer service is useless. I'm traveling in a few days and won't even receive them, and so cannot get a refund, even though I've asked for a refund multiple times. I paid almost 300 dollars for this! I will leave terrible reviews about this scam website everywhere. Worst experience ever.

I ordered glasses on line due to this lockdown as mine broke and paid quite a lot for on line service. I had to reload my prescription more than once and I kept asking so by mid June they assigned a tracking number and just a week short of two months they offered discount coupons that don't work. Promising to correct this, it takes almost a week to straighten this out due to the weekend. I wonder what they'll do if I continue to play their game?

Terrible experience. They tell you they shipped your product but that "the tracking number for USPS hasn't been activated yet". I told them to pay for expedited shipping they say they can't. I ask to speak with their shipping department they tell me it's not allowed. I asked where my glasses were made so I can go pick them up myself they are unable to tell me. They send you emails saying the product is shipped and to expect a tracking number and updates within 2-3 business days. The first email I got claiming this was on May 30th. $#*! these people, seriously do not use them ever in your life. You're welcome.

I ordered glasses over 2 months ago and I kept being told Covd-19 was the issue, then I was told for 2 weeks I would get an update on shipping in 1-2 business days. Here it is almost another month making it 3 months and I'm told my glasses were lost by the carrier-but remember I NEVER given an updated shipping number. This company is a fraud! And Customer Service is the WORST! Do NOT do it-please shop zennioptical.com for awesome customer service. GlassesUSA is HORRIBLE!

I purchased my glasses on May 27 and had been getting regular updates until June 3rd. This is when everything started to get sketchy. I called and texted with customer service 3 times since then and the same automated response "Due to Covid-19, we are experiencing delays and will inform you when your order has been shipped." I understand that we are in a global pandemic, but don't keep giving your customers the run around when they request a refund. Go out of business if you cannot fulfill your orders or better yet, be honest will your customers and tell them the glasses are coming from another country and offer them a refund up front if they don't want to wait. I could have paid someone else to make the glasses sooner!

I have to wait for a month while getting emails every week stating that my glasses had passed QA and will take 1-2 days for tracking number to be produce. Well that never happened and every time I spoke with staff over the phone or chatted with them, they kept saying not to worry your glasses are on their way to shipping facility and you will get an email with tracking number in 1 to 2 days. So frustrated at their lack of transparency and having me wait for this long while they have my money and others money to keep this awful company running, aggghhhrrr.

I ordered my glasses over a month ago. The estimate was 7-10 business days, but because I covid I figured it would be longer. I emailed them 10 days ago and they said it left their facility. I called them today because the website said they are still in quality testing. The customer service representative said they haven't been shipped and it will take 3-10 more business days to be sent out for delivery. I am extremely dissatisfied with both the amount of time this is taking and the lack of communication the company has had with me. Even when I reach out and ask questions it takes forever to get a straight answer. Don't buy from them.

I've ordered glasses a month and a half ago and still haven't received them. I'm trying to retrieve the tracking number, but customer service doesn't want to provide me with that; they always come up with some kind of excuse. This is not acceptable anymore. I will be contacting my payment source and will be canceling the order. I'm just mad that they've wasted so much of my time and I am in need of glasses, really badly. I will never buy from them again!

Hello, i received a message that my order is with a 3rd party shipper. I'm very uneasy about this and that I have already paid the amount of money that I did for my glasses and still have no way of tracking them.
Chat started
I can't imagine that I'm the only person that is upset about this happening.
Marvin Marks joined the chat
Marvin Marks
Hi
I am sorry your upset about your order.
Hello
Marvin Marks
May I please have your order number so that I can check?
*******
I'm just wondering at what point you'll consider these glasses lost?
Marvin Marks
Just a moment, I'll pull that up for you.
My order was on May 19
I have been more than understanding in regards to the pandemic (I work in an ER) so that part, I get, however, I've seen tiny lapses of time of delivery in things that I order, but this has been insane! Please don't offer me a 20% discount on my next order, I have received that email twice already and it doesn't make up for the fact that I probably should have shopped elsewhere.
Marvin Marks
I am sorry for the trouble but apparently, there's a delay with the shipment of your glasses.
What I don't understand is that if your "3rd party shipper" isn't able to deliver, then why isn't your company using another provider to ship?
I'm looking to know when I'll be receiving the glasses. A date?
Marvin Marks
All of our products are actually handled by a third party carrier. As for your order, since you have the free shipment, it is handled by USPS.
And what state are you located in?
I find that hard to believe! I have received everything that I order through USPS without delay; Fedex; UPS.
Marvin Marks
I understand that. But our courier has experienced, sadly, a delay in their shipment.
You've said that repeatedly.
I'm reading all the reviews of this happening and would like to know what glassesusa is doing to rectify it?
And it would help if you said where you are located
Marvin Marks
I'm afraid we still don't have a definite time frame as to when the glasses will be delivered as we depend on our courier on that. What we've been doing is offering 20% credit, just like what you received on your email.
We are a global company, so we have different facilities located worldwide.
Where are my glasses shipping from, maybe that's the question I should have asked?
20% isn't helping me get the glasses.
Marvin Marks
Your glasses were manufactured from Israel.
I'm asking how your company is working to rectify the shipping.
So if they're in Israel, they're really not being delivered USPS.
Marvin Marks
Actually, your item already left our facility and also reached the sorting facility of USPS in New Jersey. That's why I mentioned that it is already handled by USPS. We're really sorry but literally can't do anything with the delay in USPS' shipment.
How about giving me the tracking number and I'll deal with USPS please

Sadly, there isn't a tracking number yet on this order as it hasn't become active yet.