GlassesUSAReviews 3,819

I ordered 4 boxes of contacts with 24 lenses per box. I received 2. I called and they blew me off. I wrote a bad rating and a BBB complaint. In their responses they implied that I was a liar and a thief, but they were going to send the balance of the order. Two weeks later and I still have not received my other two boxes.

I also sent their CEO the box the order was sent in, and it could certainly not hold four boxes. So I called again today and was told to hang tight awaiting their reply. The company has no clue when it comes to customer service. The next step will be to dispute the credit card cahrge.

I have been trying to return defective glasses for more than 3 weeks. Many phone call one lasting more than 20 minutes and their system still will not let me enter my email and order # to initiate a return. Now I have glasses that are useless to me and no way to return them. Don't waste your time or money. I'm out over $500 and the company expects me to keep trying to enter my email and order #, sounds simple by with their help I have spent hour and can't return my order.

First of all I ordered my glasses and paid for express shipping. Almost 2 weeks later I received my glasses. Luckily I ordered 2 pair because the one pair had the wrong prescription in the right eye. I contacted the company via chat and they issued a shipping label. I mailed them the same day and they were attempted to deliver two days later when USPS couldn't deliver because there was no access to deliver to the location in. I contacted customer service via chat again and they said they would send my request to the returns department and they would get back to me and contact the Postal Service as well. I then got the notification that the return glasses were delivered yet still not a response from the company. I contacted again and I told them that I knew they had my return and that I wanted to pay the extra for the replacement frames as they were more money. They told me that I had to pick out a pair of frames that were the same price or cheaper. Fine, I did that... fast forward over a week later and contacting the company multiple times again via chat and email and I was told that my glasses were headed to quality assurance as they were done with production, that was 3 days ago and yet my glasses still show in production. They then say it's going to take 10-15 days for shipping now mind you I paid for express shipping for my original order so why would my shipping take that long, what am I supposed to pay again for their screw up? Now the next question is, why can I mail my return glasses in 2 days without express shipping a few states away yet they take up to 15 days? Make sense? Absolutely not! All I want is my damn glasses and I truly don't feel that's too much to ask and considering I paid for express shipping the first order then the company should honor that and express ship my exchange glasses the same without extra cost to me and again they are literally shipping a few states away. So so would not recommend this company to anyone at this point. Things change then I will update or revise my review but honestly I have zero faith in this company anymore. Complete joke!

This company might be ok if you never needed to contact them after the sale. Buyer beware should any issues arise. The returns policy is "14 Day 'no questions asked'" because nobody is available to ask & answer questions. When ordering glasses online, make sure you are ABSOLUTELY sure what you are doing.

Out of the two pairs of glasses I ordered, one arrived broken and the other in the WRONG frame. I have been waiting over three weeks to hear back from their "returns department." I had to file a complaint with the BBB to receive any answer from the company.

UPDATE: 5 weeks after placing my order, I received my glasses and was pleasantly surprised. Was it worth the wait? Still not sure. While you can order from GlassesUSA and save money while looking stylish, do realize that should anything go wrong, you will be waiting an awfully long time...

I ordered several pairs of glasses from this site thinking Wow what a great deal why have I been paying so much ordering through my eye doctor... well you get what you pay for. 1 pair was so blurry I could not see out of. All 3 pairs were SO MUCH larger than the "try-on" feature showed them on my face. Also the standard lenses that come with the glasses are beyond bad. Its like looking through a foggy piece of plastic. So basically unless you're going to purchase all the lens upgrades don't waste your $$. Also when i processed my returns some foreign guy from some "premier club" at glassesusa kept leaving me voicemails about my returns - likely to try to get me to purchase another frame. In addition - the glasses take FOREVER to arrive and the tracking feature on the website is AWFUL! You click "track my item" in your email - then you have to put in your email address & order number again. It should take you directly to your items tracking. Dumb. Don't even try doing it on a mobile - it wont work, computer only! HELPFUL! Also every time my eyeglasses "moved to a new step" in the process i'd get an email - except i'd get the same email 3 days in a row. So when did the glasses actually move to the next step? Who knows. Lesson learned: went back to my eye doctor and ordered glasses through them. Never again.

I order a simple pair of readers. Since the acknowledgment page was requesting my prescription, I had to call and tell them that no prescription is needed since they're just readers. After that, radio silence. When after the amount of time it indicated that processing would happen and I received no shipping information, I checked the order online and it just said "processing." I used the online chat, but they gave no information and when I asked if they could contact the production area to get a status, they disconnected the chat. I then called and they said they would send an email to production and get a status and shipping date and that they would email me the response by the end of the day. That didn't happen. I called again and was told different information and that it takes 24 to 48 hours to get a response from production. Then I talked to a supervisor that gave me a long spiel of double-talk and no further information. She said that there was no way to get a faster response and that she was the highest point of contact (I requested to speak to her manager).

At that point, I just cancelled the order. One of the worst companies I've ever dealt with. I would recommend pretty much anyone but these guys.

I ordered my glasses in enough time to get them before I left for holiday. Well several weeks later I still do not have them. I was sent a text on a Sunday saying they were mailing them and then on Thursday they still have not been sent to USPS for shipping. Never again. I called the customer service phone number and she kept putting me on hold and would not address my concerns. Just kept repeating her script. Now I don't have the sunglasses that I desperately needed.

I ordered contacts from them on 2-29, money was taken out of acct immediately. Got email saying they needed rx and phone number for eye dr, sent number, address, and prescription. Next day got email saying they needed to validate rx. Then got email wanting fax # What the hell? Called on 3-2 to find out why money was taken out of acct when product was not shipped yet? Csr had no idea, told her to cancel order and refund money, was told would take a few days for money to be refunded? Would definitely not recommend this business. CSR that I spoke to none of them were sure what was going on. So people BEWARE OF THIS BUSINESS!

I guess I should have read the reviews here prior to purchase because I'm in the same boat as many of these other reviewers. The tracking number they sent has not had any activity on it in 5 days. The email customer service people reply with the same canned' responses over and over. The phone support people are as worthless as the email service ones. They are not offering a refund because it's still within the shipping timeframe on the website which is not my complaint. If you need eyeglasses stay away from this group of liars and cheats.

Prices are good but watch out for deceptive sales policies.
Purchased a plain pair of frames, no prescription lenses. Thought it would ship right out; instead received daily updates of the production process as if they were prescriptions, took six days till they finally shipped but that's not the problem.

Took to a local optical store to make the prescription lenses, they pointed out a defect in the frame. On day 23 I assumed there would be a 30 day return window - I emailed to request a return. Nowhere on the order confirmation was there any info about return policy; strangely there was absolutely no paperwork included when the glasses were sent. On the site's web map (bottom of the homepage) there is a Returns link but that is just a form without any mention of a deadline, it does not link to the document below.

Company replied that there is only a 14 day window for returns; sent a link - a link which I cannot find anywhere on the website - to their boilerplate General Terms and Conditions of Use approx. Ten pages of tiny print legalese with the return policy being buried near the bottom where no one would think to look for it. And should you return a product within that 14 day window it states that a refund may take 90 days to process.
Buyer Beware!

Laughable customer service. My glasses were stuck in "testing" for a week. When I finally reached out to ask what was up, a customer service rep blatantly lied to me and told me they were "on the way as we speak to the sorting facility for shipping." Then the glasses showed up in my mailbox an hour later.

All fine and dandy that they did show up, and the glasses are OK (not great) quality, but when your customer service lies because they don't want to look into an issue for you, that's it for me. Never using them again.

Not pleased or impressed with this company's customer service. It takes weeks for an order to be delivered. I ordered a pair of glasses that I never received because between the length of time it takes to actually recieve the order and the negligence of the postal worker, I ended up spending $82 for nothing.
When I initially called about this issue, the girl on the phone was understanding and reassuring. She said not to worry and that I would be contacted by another team member. I was contacted by a Camilla Andrada who said I need to file a claim with the post office before she could help me any further with this issue. I have already paid for the glasses and I do not wish to work for them additionally. I am the customer of the postal service and the glasses company but somehow, I am expected to do more work than they do for something that I already paid for. SImply not accepatable.

IF IT SOUNDS TOO GOOD TO BE TRUE, IT USUALLY IS!
DO NOT USE THIS COMPANY! They make everything sound so wonderful. I got a pair of glasses and they were twisted when I got them. They also don't fit around my ears and fall off my face. I sent an email and got no response, so I went onto chat. Sophia had extremely poor grammar and was not at all helpful. I purchased their 20/20 Extended Coverage and was told I was past the 14-day deadline for return. The extended coverage is for a year. To quote their website, "So my glasses broke, now what? If your glasses break from normal wear and tear within the warranty coverage period, you can return your glasses and get a suitable replacement. Just give us a call and we'll start the exchange process." There is absolutely no reference to a copay. My email was sent within a week so the 14-day excuse is not valid. When I advised Customer Service of my problem, I was told I had to ACTIVATE my extended insurance and that there was a $15 co-pay. So, they sent me a defective pair of glasses and I am supposed to pay a copay to get them replaced. If it sounds too good to be true, it usually is. Shipping is slow. I ordered 12/12 and did not receive my glasses until the second week of January. Don't buy from this company. They do not honor their extended warranty and the quality of their glasses is poor. YOU will pay for their mistakes. And beware of the small number of bad reviews. They delete them. They deleted mine on Trust Pilot. Look at the thousands of reviews and complaints on the BBB website where they have no control to pull complaints. Very deceitful company.

Horrible Customer service by Taylor Grant! I was lied to by her and other staff members! I waited close to a month to receive my glasses!
Nobody knew the whereabouts of my glasses and gave me flase information! They told me I would receive an email in 1-2 days giving me my tracking number. 4 days passed and still no tracking number!
I reached out again, and this was my 7th time contacting them and all of a sudden they stated that there was a delay in production! I never once got an apology until I mention that nobody said sorry for the all the issues tham came with my order! Now back to Taylor Grant, she said she was gonna offer me a discount on my next order and that was a lie! All she did was offer me an already existing discount code that anybody could use when buying from them! She seemed not to care about anything other than trying to end the call with me! I wish I can post photos on all the emails we sent back and forth so all the buyers can be warned about the lack of customer care and service and all the lies I was told!

Well, another screwup from GlassesUSA. Please NEVER deal with them. They have terrible quality and horrible customer service.
1. My first order (*******)... Sunglasses. I could not see to read with them. Everything was distorted. I contacted them and was willing to get a replacement instead of refund.
2. My replacement order... I ordered sunglasses again. Got them in and guess what? They are NOT sunglasses but instead clear. Still some distortment. Progressive lens... it seems like the progressive part starts too far up.

By now, I am totally annoyed with them. I just want a refund. When I called, I'm told I only can get a replacement. I have no confidence that they can get it right.
$360 gone down the drain. I'm ready to cut my losses and go with a reputable source local.

Worst ever company.

On Dec. 8,2019 I ordered two pair of glasses for my Husband. He is a Vietnam Veteran and has eye examinations at the VA. I ordered them from the VA prescription. This is the body of the email I sent to the "returns"

"When we received your glasses his vision was worse than before. I told him to take them to the VA and ask if they match his prescription. With the holidays around the corner, he wasn't able to see someone until January, 2020. It turns out that the VA made a mistake on writing out the prescription. The cylinder numbers were written as MINUS 1.25 (right) and MINUS 1.00 (left). The VA said they should have written PLUS 1.25 (right) and PLUS 1.00 (left). I called your 800 number about three weeks ago. The customer service rep said she was going to send your department an email explaining my circumstances and that someone would contact me by email within a few days. I hadn't heard back from anyone so I called back today and the rep told me I would have to send you an email.

The mistake was neither my fault nor yours. And, or course, the VA won't take any responsibility. We paid $317.80 for these glasses and love the frames.

My question and plea to you is... Can I please send them back to you to change the lenses? Can I just pay for the lenses? Is there anything you can do to help us out? I am aware of your return policy. We just can't afford to order new glasses. Anything you can do would be very much appreciated."

The answer is received referred to your 14 day return policy. Nothing more, no answers to the questions I asked. Don't bother with the 800 customer no service number. All they can do is read a script. The return correspondence was obviously scripted too. The customer just doesn't seem to matter.
Linda N