GlassesUSAReviews 3,819

DO NOT DO BUSINESS WITH THEM! Terrible Customer Service... DO NOT DO
Terrible Customer Service... DO NOT DO BUSINESS WITH THIS COMPANY.
I placed an order, then cancelled it with 1 hour of order. Everything is documented in emails. They respond that in order to cancel I must do an RMA, which I did (even though they had NOT processed or shipped the contacts). They respond with nice emails, but DID NOT CANCEL THE ORDER. 6 DAYS LATER THEY TELL ME THEY SHIPPED THE ORDER! Now they want me to AGAIN do an RMA and ship product back.
I asked them what GlassesUSA would do for me for all this hassle, and they simply said they can't do anything and if I want a refund, I must jump thru their hoops and do WHAT THEY REQUIRE.
I am contacting my credit card to dispute the charge.

WARNING THEIR EMAIL SYSTEM IS GREAT BUT THEY DON'T FOLLOW THRU WITH CUSTOMER REQUESTS AND HAVE A TERRIBLE BUSINESS PROCESS.

Ordered glasses but cancelled order five minutes after placing and reviewing it, because they failed to disclose that they were actually sunglasses until after the order was placed, now they won't refund my money, even though they cancelled the order. They offered a 110% store credit but don't bother to tell you it could take two weeks to receive. I said I want a full refund but now they tell me it could take a month after they receive the return of the glasses I cancelled before they even made them. Very, very deceptive company with shady business practices. STAY AWAY!

I ordered contacts from GlassesUSA on Nov 14. It's Dec 7 and I'm still waiting, despite numerous emails and phone calls to determine delivery date. Despite giving them an accurate address, they told me the contacts were undeliverable and sent back to the company. When I call, they tell me they were sent back to the manufacturer and that they can't track the package. Don't want to waste any more time even writing about this infuriating vendor. Will never use again, despite their supposed lower prices. You get what you pay for! STAY AWAY FROM GLASSES USA!

It should not take a month to get an order when one spend over $200. I have been buying contacts/glasses online for past two years, and this has just been an absolute nightmare. To make matter worst, the retailer gave me an order info to which when entered on website says its completed. Every day for past week, i have been checking my mailbox. When the advertised time passed, i inquire for tracking info and USPS hasnt even received items yet. Just stay away from them. Hope i will get my items soon.

This online business has the worse customer service. No one really speaks clear english. After going back and forth for almost 2 weeks regarding my contact lens prescription, I finally received it on Nov 30 (ordered on Nov 12th and was charged that day) I had one 24 pack of correct prescription and the other 24 pack was the wrong prescription. I called monday morning early to try and resolved this. I could hardly understand the woman but bottom line was I would be emailed a prepaid return label bc it was there mistake. When they received it, only then would i be sent the correct prescription box. This didn't sit well with me bc it was there mistake but I had no choice. Well for 4 days now, I have been emailing and calling, I'm always told I would getting the email with a prepaid label and never do receive it. I called my bank today to dispute charge. I'll never do business again with them. I should have realized it was totally legit bc the contacts were cheaper here than most places.

They have been giving me the runaround for well over 2 months now. I shipped back my product, well within the return time, and although the return was approved, I have not received my money back. I do not get replies from their customer service, even when responding, as directed, to their emails directly. Now, on their online chat feature, I'm being told a completely different story and they are cutting my refund amount by 4/5. Beware when shopping with this company - it's an absolute scam.

Please everyone stop and read my comments and concerns. My wife and I tried to order contacts during the extended cyber Monday sale as advertised on glassesUSA.com and were denied the price shown. After multiple attempts of contacting customer service and sending them pictures of their own website with the price shown we still were denied the correct price and instead were offered a price nearly 30 dollars more then the original price. Please take my advice and move on from the headache and pain in the $#*! that is trying to order from this company. Do yourself a favor and stab yourself in the leg with a butter knife and you will end up with much more satisfaction. Attached are pics with the prices shown directly on the website. Original price was 42.79 and discounted price was 32.09. One of the 3 customer service reps we spoke to offered a price of over $60 and all 3 denied giving us the correct price.

The company offered contacts for $30 on a special. So I ordered. When I got to checkout, the price had jumped to $47.
I used chat; I called customer service; I sent emails. All I got was the runaround and people who had no agency in either understanding (despite my screenshots) or being able to do anything.
This consumed a good deal of my time, all to no avail.
I can only conclude that GlassesUSA uses bait and switch.
So, DON'T bother looking at GlassesUSA--it's all smoke and mirrors.

I had ordered a pair of glasses and they had gotten a chip in them within 6 months of me having them. I submitted a 365 day warranty claim and got 50% store credit. I ordered glasses using the store credit and within 2 months of receiving my new glasses the arm of the glasses snapped off. When I tried to initiate another warranty claim I was told it was not valid because the glasses had been purchased with a store credit from another warranty claim. So I am now being punished for having two pairs of defective glasses from this company? I was a loyal customer for years and now I need to find a new place to buy glasses.

Unfortunately it would take a 15 page paper to describe all the details involved with how bad the experience of buying glasses from this company was.

The website was good and the initial process of finding and ordering glasses went smoothly. After that, the experience took a horrifically ugly turn and never looked back.

I spent half a dozen hours on the phone and writing responses to email support asking simple, direct questions AFTER completing my order and paying them, and I could never getting straight answers about the order. Apparently their support can only give canned responses and cannot be bothered to actually look into the order and provide a helpful answer.

I had to ask 7 separate times over the course of more than a week, the following simple question: "Do there need to be any changes to the shipping speed or anything else to make sure my order will arrive by December 6th, or the order will arrive by December 6th as-is?"

They simply refused to answer this simple question as I asked it over and over before the order was shipped. It was only AFTER they had shipped the order that I finally received a direct response - "No, your order will not arrive by December 6th. They have already been shipped, so there is nothing we can do about it."

SERIOUSLY?

Run, don't walk, away from this company. The experience leading up to the purchase is fine, but after they have your money, they simply don't care about you or your experience with them anymore.

It was the worst experience I've ever had buying anything online.

I ordered glasses from GlassesUSA and the cheap frames I got looked like a Ferrari compared to the worthless lenses that came with them. I kid you not that I literally have to clean these lenses 3-5 times a day and I still spend most of my day with a mild headache from the lenses being dirty like 90% of the time. I use a microfiber and cleaning solution and still I am just smearing and clouding the lenses. It's insane! You would think I am working at a mechanic shop with my head under the hood of a car all day and not sitting at a desk at a corporate office.

I have worn glasses daily for 10+ years and have never bought a worse pair of glasses! I wore a $7 walmart frame for 2 years that were far superior to these glasses. I am ready to throw them away and go back to using my out dated prescription because the lenses are wrong but at least they will stay clean.

The best part is because I waited more than 14 days there is no refund or exchange option now. Who sells a product that they only warranty for 2 weeks? It's not like a quarter machine! I spent over $100 on a pair of glasses that are literally worthless.

I would never recommend that somebody I care about use GlassesUSA, they can't be trusted and will rip you off any chance they get.

I have ordered a pair of glasses from there before with no issue. This time I wanted my bifocals converted to a normal pair of glasses for computer use and somehow, they put my Add number in the sphere slot. Needless to say the glasses were unusable and I returned them. I wrote them an email explaining what had happened and sent them my prescription again and asked them to refund my money if what I wanted was not possible. They responded that they wouldn't consider my question until they received the glasses. After two weeks I had to call them and a CSR said that they got them the previous week but I had to wait up to another two weeks for anything to be done. I waited those two weeks then I was told that I would have to wait another week. After a day I received an email that they would refund my money as what I wanted would cost more. Hopefully I will get my money back quickly but I have my doubts. On the flip side, I contacted Zenny and they said it was easy peasy and gave a modified prescription to enter into their website based on my prescription.

First and Last time customer. I placed my order last week for 4 boxes of in stock Contact lenses with $12.95 expedited shipping. On Friday of last week, I receive an email stating they need my Drs info to verify the script - no problem I send it over right away. According to the website it takes 1-2 days to verify the script so when I hadn't received an update by TH the 21st I emailed customer service to see if they had everything they needed. I also called my Drs office and they stated that they have yet to receive any requests to verify the script. The email from GlassesUSA stated the same - that it was still pending verification! After 4 business days of having all the info they needed - they still haven't completed the first step! I then called and spoke with customer service who told me the exact same thing and said that the contacts would then take at least 3 days to process and ship AFTER they have been verified.

So I paid $240 including 2 day shipping for contacts that I still won't receive Within 10 days of ordering. With the Holiday next week - they may not come until the following week so over 2 weeks for expedited shipping for in stock items. UNACCEPTABLE.

Alright, so I never write bad reviews because people make mistakes sometimes, and that's fine! I'm a very patient person.

I ordered my two pairs of glasses on Nov. 9th. I saw all of the bad reviews about customer service and (since I also work with people and knew how difficult people could be over *thee smallest* issues) ignored it and gave them a shot.
After placing the order, they were super helpful and kind and answered all of my questions!
I received one pair of two on the 19th. I thought, "Well this sucks, but maybe they just forgot. No biggie." (Like I said, I'm patient.)
Customer service went downhill after they sent the glasses. Took my money and I became another dollar to these people.

I called customer service and she told me (the afternoon of the 19th) I would receive an email with tracking info because "it took longer to make this pair". Sounds like bs, but whatever you guys gotta do, do it. I don't care.
On the 20th, still no email. Since I couldn't hear the woman on the phone too well, I used their live chat.
They told me that they would have to get in touch with their production department and they'd send me an email of their status... Fine.
This morning, still nothing. I use the live chat again and still apparently not a single soul knows about my second pair of glasses? Not one detail other than "it hasn't left production, you'll receive an email with updated information."
I asked for a refund and to not send the glasses. "We cannot issue a refund."...
I'm going to call again tomorrow probably 1000x if I don't get an email...
IF you order just one pair of glasses, KNOW that they're actually solid glasses.
(I also recommend the blue light blocker. Aside from the benefit of blocking out harmful light from our phones/computers, they have a gorgeous IG filter effect that makes everything gorgeously vibrant. Grass is so green! It's insane. Not overwhelming, just a nice pop!)
They're sturdy and my prescription is perfect.
That's what sucks. This company COULD BE so great if their customer service improved.
Next time, I'm going to a trusted, well revered business. Save your time, effort, and hopefully money (assuming I'll get the second pair of glasses eventually...)

I purchased two glasses with custom prescription lenses. Oakleys thus far are holding up well; however Muse Elliot frame spontaneously cracked while wearing them. Product failed completely within 4 months of purchase and company will only credit $40 dollars. Total price of glasses were $160's. The product was purchased as a combination with oakley glasses. Unbelievably disappointed by the quality of the frames and by the failure of customer service to provide appropriate credit.

This website, this company is deceptive. I entered my prescription, I uploaded my prescription, I did all that was asked. They immediately took the money from my credit card, it seemed I would have my order in just the shipping time. A week later, nothing about shipment, I contacted them for an update, asking for a refund. They should not have taken money before they even considered processing the order. Nothing from them. Over a week later now I am told they will not be filling my order. But absolutely no mention of a refund, no mention of any assistance in that matter. There is no refund at all - they stole my money!

I placed my order on October 28th, November 5th I received an email stating that the frames I ordered were out of stock and I elected to call Customer Service to go about getting my money back. So far it has been nothing but frustration and no one actually listening to me. The first representative sent me a link to a request for refund form that I needed access to a computer to fill out, I don't have that as of yet. The second representative said that there was a link for smartphones for that form, nope! Same link, same problem! The third representative filled out the form for me, I did appreciate that. But, it wasn't til after the form was filled out and submitted (according to her, as I have still gotten no confirmation of that,) that my refund would take 30 days to "fully process." Seems a bit excessive to me but I would have taken it had their automated system not already said that it would only take 2-4 business days to process. So in my mind, someone lied, and I really hope it wasn't this company's automated recording that I'm sure they pay a great deal of money to have. After that call, I have asked three times to speak to a supervisor. The first two times I was told the supervisor wasn't in (lunch, in a meeting with another client, etc.) The third time the representative told me that I needed to give her a chance to help me. At this point, unless you can explain why I am being punished for this company's negligence of its products that are in stock by having to wait a month for MY money, no, you can't help me.