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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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Every step of the process has taken longer than they estimated. Fine, we're in a pandemic. That's to be expected. But they just keep giving stock phrases and don't update to say when things will actually, reasonably happen. I ordered my glasses April 15,2020. April 17, they emailed:
Your prescription should take approximately 3 business days to produce. Once complete, your glasses will be sent to quality assurance which will take 24-48 hours before it is ready to ship. Once shipped, we will provide you with your tracking information
May 3rd I received an email from GlassesUSA that my glasses were shipping. When they finally gave me a tracking number, USPS said on May 6 "Departed Shipping Partner Facility, USPS Awaiting Item." No update since then from USPS, 5 days later (and now 8 days since Glasses USA said they were shipping), and when I ask them via chat, they just say it's going to ship out. And no, they don't know when, but that it'll then supposedly take another 7-10 business days. I have no idea why THIS part is taking so long. They just need to put it in the mail. Customer service representatives are pleasant, but no one can give me a straight answer. I would never order from them again.
UPDATE: So apparently it did ship out on May 6 through a "shipping partner" (not USPS). So when I asked two reps via chat (a few days apart) whether it had shipped and they said it had not, they were apparently as confused as I was. I may therefore revise my review to add a star back if the item arrives and is satisfactory.
UPDATE: The glasses arrived on 5/14. I added a star back because I really like the glasses and find no fault with them and because Covid-19 is an unprecedented situation. I'm going to assume they don't usually work this way. However, I would prefer if they had kept me updated as to the delays that may be expected.
1st they lost the RX I entered
Then they used the WRONG PD on the first pair they mfg I have PD of 52, they used 62, making the glasses very off, as I have Prism's as part of my RX.
Replacement to wrongly made glasses, now they deleted the Prism (which I paid for) and they place the lenses centered incorrectly in the frames. Unable to properly make glasses.
Dear Valued Customer,
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. Your glasses were produced according to the prescription that you forwarded including prisms. It appears that the reading segment is too low for you. All multifocal lenses are produced according to industry standards. We can craft lenses according to your specific requirements. Please let us know how many millimeters to raise the reading segment and we will produce your lenses accordingly.
For further information, please contact our customer service representatives 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
I ordered 4/22/2020, it is now 5/11/2020 and no order to be had. I received a text saying they were on their way but no tracking number. When I try to search with my email and order number on the site it just reloads the same page with no information on it. I sent email, no reply. I took a chance on ordering online and am pretty disappointed in the experience. Won't be recommending to any friends or family, for obvious reasons. My prescription is pretty straight forward so I expected a decently fast turn around time but alas, they've found a way to drag this waaaaaaayyyyyy out. Shame.
Dear Valued Customer,
We are 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.
Your glasses have been shipped and are in transit. The tracking number has been sent to you by our Service Team.
If you require any further assistance, our customer service representatives are available 24/7 at 1 844 244-1186 or by live chat on our site.
Enjoy your new glasses.
Yours truly,
GlassesUSA
FRAUD FRAUD FRAUD! Called multiple times about not receiving my glasses and every single time i was given the run around. Was told I could not receive a refund because the glasses had already been produced. Not one customer service specialist could give a straightforward answer.
Dear Valued Customer,
We are 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 USPS tracking, your glasses were returned to sender because the shipping address you had entered on the order was incomplete. We have received your updated address and the glasses will be reshipped to you. Our Delivery Dept. will update you on the status of your order promptly.
Thank you for your patience and understanding.
Yours truly,
GlassesUSA
I ordered regular sunglasses a week ago, and have not been able to track my package or anything. When I talk to someone they either leave the chat or they don't have an answer for me. Finally today, they tell me they need my prescription to fill the order. THEY ARE JUSY REGULAR SUNGLASSES.
I ordered my glasses online using my prescription. They sent me readers. I tried to get in touch with them couldn't get thru by phone. So I emailed them and they said they would help. I told them I don't have a computer can they mail me a return label. They continue to tell me to go a computer and do it or go to Library. I don't live near a library and I don't have a way to get to one. I'm disabled.So now I get NO answers and I have NO glasses..
I ordered on April 16th 2020. Still awaiting them, they don't even show up in the USPS tracking even though they apparently shipped on the 24th. When I emailed about them on the 24th, I was told that they we're shipped and my tracking number would start working in two business days. Then on the 25th I received an email stating that my glasses were going through their 5-stripe test or whatever. Would really like to know where they are, considering I paid $200 for them. Doubt I will order from these guys again, should have read all the horrible reviews beforehand.
Dear Valued Customer,
We are sorry to hear that you are experiencing a delivery delay 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.
Your glasses are in-transit and our service manager has sent you the Canada Post tracking number.
If you require any further assistance, our customer service representatives are available 24/7 at 1 844 244-1186 or by live chat on our site.
Enjoy your new glasses.
Yours truly,
GlassesUSA
Beware, they advertise quick delivery and excellent customer service. They offer neither. The glasses are supposed to be in production for three days, yet mines are pushing three weeks. Other sites provide better lenses with higher service. I should have read the reviews and did my homework, that's on me. The communication within the department and with the customer has mind-boggling horrendous. If you are looking for prolonged delivery times, lousy customer service, and feeling scammed; this is the company for you; otherwise, look elsewhere.
Dear Valued Customer,
We are sorry 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. Your glasses did encounter a slight delay, however, they are in production and will be completed shortly. We will be keeping you updated every step of the way.
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.
Enjoy your new glasses.
Yours truly,
GlassesUSA
I just received my glasses and they are not even close to the right prescription. The link to return only works if you have a desktop computer. They told me to go to a library to print it! I just read reviews on another site. Many dissatisfied customers still fights to get their money back. Total scam
I ordered my glasses almost two weeks ago now and have received zero updates. It says production time is 3 days so there is no reason that mine should still be in production 10 days later. Wish I had read the reviews before purchasing hopefully my review will change once/if these glasses ever ship and arrive...
Dear Valued Customer,
We are sorry 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. Your glasses have been completed and are in the shipping chain.
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 24/7, at 1-844-244-1186.
Enjoy your new glasses.
Yours truly,
GlassesUSA
I have always purchased my RayBan Prescription transition/progressive glasses through a local eye specialist. Normal price with frame and lenses is usually around $800-$900.
This year I wanted to save some money so I went online and found the frames and lenses at GlassesUSA for, with discount for about $500.
Not bad, order and waited through their process and received my glasses two weeks later. No issues.
Once I received them, I wore them, prescription was correct... until a few days later there was a spot on the left lens that would not go away. A portion of the lens was fading or something.
Notified GlassesUSA and notified me that they would replace them for $35... Fine Whatever! You send me defective glasses and i have to fork out $35... but then, that I would have to return them and pay the fee to ship the old pair... Yah! More charges.
Again waited two weeks and the new pair has not spot but the lenses are the cheapest quality I have ever experience. If you try to clean them... Good luck... They smear and they are very difficult to keep clear and clean!
What a waste of time and subpar lens quality! Never again.
I guess you get what you pay for!
Dear Valued Customer,
We are 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. Your 20/20 Enhanced Coverage replacement order for which you paid a co-payment of $30.00 comes with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for an exchange.
In order to start the return process please click on the link below and fill out the RMA form: https://www.glassesusa.com/rma
*Please note, the RMA form must be filled out from a computer and not a mobile device.
If you have any further questions, please contact us 24/7 at 1 844 244-1186 or by live chat on our site.
Our apologies, again, for any inconvenience.
Yours truly,
GlassesUSA
It has been 3 weeks since i canceled my order, as a member of law enforcement. I thought it was a great deal for a pair of oakleys, but as much hassle as i have been through with this company, its totally not worth it. Seems my next option will be to take to social media outlets and fellow brethren in community services. To let them know how the services through this company are handled. Not something you really want to go through when you spend well over $100 for glasses.
Product not correct prescription, ordered and paid for progressive lenses, and upon contact with them, be they just denied messing up and blamed me. You can get better made made ad less expensive eyewear at many other places. IF YOU CARE ABOUT YOUR EYES DON'T BUY FROM GLASSES USA!
Dear Valued Customer,
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. We did review your orders and it appears that you placed each one for single-vision distance lenses. All the orders were produced accordingly.
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 addition, we do offer a Best Price Guarantee. If you have seen the same frame and lenses for a lower price, we will match it and give you an additional 10% off, guaranteed.
If you require further assistance, please contact our service representatives 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
my order says its been in production for over 2 weeks,I spent over $200 on glasses I've emailed customer service 3x and have not gotten a response back.
Dear Valued Customer,
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. Your glasses have been completed and are in the shipping chain. The tracking number will be available shortly.
If you require further assistance, please contact our service representatives 24/7 at 1 844 244-1186 or by live chat on our site.
Our apologies, again, for any inconvenience.
Enjoy your new glasses.
Yours truly,
GlassesUSA
With my eye doctor being closed during Covid and needing new glasses, I decided to go the online route. I ordered my glasses on April 10th, waited and waited with little to no updates. I finally sent them a message and asked where my order was. They said they were being sent to quality check (which they say takes 2-3 days) I waited 4 days and heard nothing. So I sent another message and they said my order will be shipping soon. Another few days and I finally get a message saying they have shipped and gave me a tracking link. So I give it a day and I put in the order number and my email like it asks. And all the page does is reload and doesn't bring up any info. So I message them again and tell them it's great that my package finally shipped, but the tracking link doesn't do me any good when it doesn't work. And they proceed to tell me "we're sorry for the inconvenience. It shows here that USPS hasn't obtained it yet. Rest assured, once they recieve it, it will be delivered to your address"... as if that's not the obvious. I need to know THE DAY it's being delivered, so I can make sure I'm home and aware that it's supposed to be here. And proper customer service would be to send me a tracking link that works. Finally, on APRIL 29TH, the tracking works and it's being delivered today. The whole system they have going on is just messy and lacking communication with customers. We'll see how the quality of these glasses are in a few hours.
Dear Valued Customer,
We're sorry to hear that you encountered 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 the tracking details, your order has been delivered to you. We do hope that you love your new glasses and wish to thank you for choosing GlassesUSA.com.
If you require further assistance, please contact our service representatives 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
I ordered my first pair of glasses and the prescription strength was incorrect. Sent that pair back and got my refund, decided I would try again. Just received the second pair of glasses and the prescription strength was incorrect again. Don't order from them. They say they do quality checks, but if they do, their idea of quality and my idea are very different.
Dear Valued Customer,
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. It appears that the prescription you had entered on the first order was incorrect. The second order that you placed was produced according to the copy of the prescription you had uploaded. The first order was placed for bifocals and the second order was placed for progressive lenses.
We take customer satisfaction very seriously. 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 we can be of further assistance, please contact our service representatives 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
Waiting and it's still "being made."
I can't believe I paid extra to have it shipped early.
I hope I don't wait 3 weeks like some people here have, or worse, get defected items.
I should have read reviews before I ordered. Might just cancel and get my money back.
Slowest shipping... Then your package would be lost, they would send you another one for which you'll be waiting 100 years and once you get it, glasses would be different than you ordered.
I tried sunglasses next time... Still same. I still didn't get my glasses after 16 days since the order.
No more, thanks for nothing, bye
Dear Valued Customer,
We are 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. 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. Once we had received your correct shipping address, your glasses order was reproduced and sent to you by expedited shipping.
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 ($9.95): up to 5-7 business days
Express ($12.95): up to 3-5 business days
If you have any further questions, please contact us 24/7 at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA
I will be fair to say my initial experience in purchasing and receiving my glasses was very pleasant, especially during the COVID crisis. I assure you, this is the END of my pleasant experience.
When I received my glasses I immediately realized my prescription was reversed. I immediately contacted GlassesUSA and returned the glasses. As soon as the package was received by GlassesUSA, I began asking how to get the exchange or refund... That was 10 days ago. I have not been able to speak to ANYONE in the returns department. It has simply been a series of automated responses and empty promises. Customer Service has told me that there is nothing they can do until Returns notifies me.
Interestingly enough, my glasses initially cost $295. The glasses dropped in price since I made the initial purchase to $180. I was told that since the return was an exchange, I would not be given any credit or refund. I further clarified had I chosen to get glasses MORE expensive I would, in fact, have to pay the balance. I could not even use the lower invoice to add features or even faster shipping to the exchange.
5 stars for the initial purchase, 0 Stars on any customer service issues.
UPDATE: I must admit, upon posting negative reviews, GlassesUSA certainly jumped on my order and immediately processed the order. They also jumped on EACH review to highlight how they processed the order... Unfortunately, since then NOTHING has happened and I am STILL waiting for my glasses a week later. According to the order tracking the glasses have been being produced for over 7 days (despite stating it should take 2-3 days)
I am revising my Stars from 2 to 1 star for their deception and empty promises.
I have been waiting 5 days for my package to be sent to the USPS facility to be sent to me. I got an email 5 DAYS AGO that it was SHIPPED but the tracking number says that it is still awaiting the package. An absolute mess. I emailed and called and each time, they refuse to escalate me to the delivery department, instead just repeating what the USPS site says. I HIGHLY suspect at this point that they lost my package. There was another incident where they literally sent my order to a completely different, random address. An absolute dumpster fire of a company. Save yourself the time and money and go literally anywhere else. Glasses USA is an embarrassment of a company.
They also sent my other order ******* to the wrong address. Again. A company that cannot get a single thing right. Not even once.
Dear Valued Customer,
We are sorry to hear that you experienced delivery issues with your glasses orders. 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 know that you are disappointed, and for that, we do apologize. Our Delivery Team is reviewing the status of your order and will update you promptly.
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
Dear Valued Customer,
We are sorry to hear that you have experienced a delivery delay 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.
In light of the recent COVID-19 developments, our third party shipping carrier is experiencing delays. According to USPS tracking, your glasses are in-transit and the tracking number should be active within 24 hours.
We sincerely apologize for the inconvenience and appreciate your patience.
We hope that you will love your new glasses and look forward to your updated review.
Yours truly,
GlassesUSA