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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I Created an order of Prescription glasses with goggles4u . com at 1:30 pm on Sunday June 9th 2024. I have paid for Expedited shipping which was being billed as 2 - 3 business days shipping. Regular shipping was being described as 5 - 10 business day. Their site emailed me that the glasses were complete on Tuesday June 11. I received an email Thursday 6/13/2024 at 5:30 am that the Prescription glasses were at the drop shipment facility. The email stated "It may take another ***** days for your order to arrive. Orders with rush order service will arrive in 2-5 days ", Which i had paid an extra $5 shipping for priority shipping. I contacted Goggles4U Morning at 11:00 AM 6/20/24 asking for tracking information for my shipment. I receive a reply at 4:30 AM Friday morning saying it is at Drop Shipping facility and i will get an email when it reaches **** system. They are Giving NO indication that these are coming from Over Seas an that it will take 2 or more WEEKS for the product to reach the United States Postal System. At this point i have no way of knowing if the product even exists. I am leaving for a Trip Early next week and am needing this product. They should be HONEST with the amount of TIME it may take for any customers Prescription Glasses to arrive. I am Very unhappy with what I feel is a dishonest disclosure of the time to arrive.Business response
07/01/2024
Hello Clay,
Hope you are doing well.
I would like to express my deep regrets for the unpleasant experience you had with Goggles4u. Please know that orders with regular shipping method gets produced in our overseas production facility and sent in a drop shipment initially. Once the shipment is received at our facility in the **, the orders get dispatched through ***** With your selected shipping method, the normal turnaround time is ***** business days however on rare occasions, minor delays are observed due to custom clearance events on bulk shipments.
We are pleased to inform you that your glasses are already in transit with **** and expected to be delivered by 1st July as per the **** tracking # **********************.
To compensate the delay, we have refunded partial shipping cost from your order.
Our sincere apologies for any inconvenience caused.
Regards,Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May the 25th 2024 I placed an order for new glasses with Goggles4U. I also paid for priority shipping, yes, I know this method IS NOT THE FASTEST, but it's all I could afford after buying the glasses and paying for a new prescription. I am nearly legally blind without vision correction. I continue to get the same message back from a Rep named ******* 3 different days and then today from a Rep named *****. they really don't seem to have much empathy whatsoever and don't even just seem like they are trying to remain objective towards the issue. They have no sense of urgency when you write in about your ytracking number or question where your shipment is. This is the worst experience I have ever had and I have worn glasses for nearly 35 years. ABSOLUTELY NO TRACKING NUMBER HAS BEEN GIVEN, THEY CONTINUE GIVING EXTREMELY VAGUE RESPONSES.. I have already ordered another pair from a totally different site and they have been delivered. This seems to be a repetitive occurrence with nearly every customer. CHANGES NEED TO BE MADE EXTREMELY BAD, HOW HAS THIS COMPANY MADE IT 16 YEARS?Business response
06/14/2024
Hello *********,
Hope you are doing well.
I would like to apologize for the dissatisfaction this experience has caused. The normal turnaround time with your selected shipping method is about ***** business days. However, on rare occasions, it takes a little longer for delivery based on the items ordered and the overall shipping process. The glasses ordered from a regular category are initially produced in our overseas production and sent in a drop shipment to our US facility.
We understand the inconvenience the delivery time may have caused you and are extremely sorry for that. As a token of apology, we have refunded you the partial shipping cost.
This is to confirm that glasses are already on the way and expected to be delivered by 15th June as per **** tracking # **********************.
Our deepest regrets for trouble.Regards,
Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
5/25/24 i order 2 pair of glasses. 1 Pair was sent to the wrong address due to incompetence in Goggles shipping. The order was returned to Goggles by the US *************** The second pair are no one knows where. I have not and will not receive my orders. I have requested a refund 3 times and get wait,wait,wait, and more wait. The customer service is staffed by mindless drones that repeat the same nonsense over and over. I want and immediate refund and to warn everyone if you want new glasses find any other supplier than Goggles. I can't speak to the quality of the product because I haven't received it. No product and the money is gone. I don't want the glasses now I just want my money back and never, never deal with such a garbage company again.Business response
06/19/2024
Hello *******,
Hope you are doing well.
We regret the inconvenience caused by the issues with your orders placed on May 25th. Upon reviewing the details, we can confirm that two orders were indeed placed on that date: one with standard delivery and another with rush service. Unfortunately, both orders were affected by an incomplete street address, leading to the incorrect dispatch and subsequent return of the rush service order. However, we successfully corrected the address for the standard delivery order, which was shipped via **** and delivered on June 15th (tracking number: **********************). We hope you are satisfied with the glasses received.
Please know that Goggles4u assure 100% satisfaction and you are certainly eligible for a full refund. As per the records, none of the customer support representatives denied to proceed with refund but gave the option to get the order reshipped instead. Since it was not acceptable for you, we acknowledged the refund request however for that the item needs to be received in return as per the policy. The refund for the returned order was processed as soon as the item was received back in mail.
Once again, we apologize for the trouble caused and appreciate your patience and understanding as we work to resolve this matter.
Regards,Initial Complaint
06/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
5/25/24 I ordered two pair of glasses. I order was sent to the wrong address and the *********** returned the order to Goggles. The 2nd order is who knows where. I requested a full refund, which has been denied by *******. They have a responsive customer service set up, but it is useless, as they read company scripts and resolve absolutely nothing. Going to their CS is a waste of time. You get nothing but "be patient, wait, wait, wait"). Ordering and expecting to get what you ordered is more like a pipe dream, than a reality. One of the worse experiences I've had and I'm still having. I don't have glasses or the money I spent on them. I want a full refund immediately!Business response
06/19/2024
Hello *******,
Hope you are doing well.
We regret the inconvenience caused by the issues with your orders placed on May 25th. Upon reviewing the details, we can confirm that two orders were indeed placed on that date: one with standard delivery and another with rush service. Unfortunately, both orders were affected by an incomplete street address, leading to the incorrect dispatch and subsequent return of the rush service order. However, we successfully corrected the address for the standard delivery order, which was shipped via **** and delivered on June 15th (tracking number: **********************). We hope you are satisfied with the glasses received.
Please know that Goggles4u assure 100% satisfaction and you are certainly eligible for a full refund. As per the records, none of the customer support representatives denied to proceed with refund but gave the option to get the order reshipped instead. Since it was not acceptable for you, we acknowledged the refund request however for that the item needs to be received in return as per the policy. The refund for the returned order was processed as soon as the item was received back in mail.
Once again, we apologize for the trouble caused and appreciate your patience and understanding as we work to resolve this matter.
Regards,Initial Complaint
05/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered glasses on April 30 2024 and its May 22 2024 still haven't received item keep giving me the run around about refundBusiness response
05/23/2024
Hello ******,
Hope you are doing well.
First and foremost, I would like to apologize for the unpleasant experience you had with Goggles4u. Your order was produced and shipped on time but delayed in customs during drop shipment clearance which is very unusual. We understand the amount of frustration this may have caused at your end. Upon your request, we have acknowledged the refund request and it has already been forwarded to the billing team.
Please know that your glasses are already in transit with **** under the tracking number **********************. They should get delivered soon.
Our deepest regrets for the overall inconvenience.
Regards,Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
date of transaction was june 2023 order number ********** This order was a replacement to a previous order that broke within days of getting them. This order never seemed like it was quite my prescription. Today I was cleaning them and held them up to the sun and saw writing on both lens. See attached photos. I inquired about a replacement due to the obvious defect and was told they could not fix the defect as it was outside of the warranty. This is an obvious issue to have writing on BOTH lens and the company will not stand beside their product. I am letting other potential buyers to really check their sunglasses for writing on them.Business response
05/17/2024
Hello *******,
I hope this message finds you well.
We regret to hear about your disappointment with the glasses. According to our records, the order was a replacement for your original purchase made in June 2023. While we empathize with the issues you're experiencing, it's been nearly a year since the order was delivered, and regrettably, our policy prohibits us from accommodating claims beyond this timeframe. We sincerely apologize for any inconvenience this may have caused and remain hopeful for the opportunity to serve you better in the future.
Regards,
Initial Complaint
05/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On everyday eighteenth twenty twenty four I placed an order with ****** for you 42 pair of eyeglasses. The total amount was $62.43.I paid for priority shipping So that I could receive. My glasses was $11 and 95 sense period it. It has been 20 odd days. I have not received a information or reply. I get a computer-generated email whenever I contact them. Of my glasses were sent out out in a bulk shipment And when the tracking number becomes available I'll get it period. I email them. Or try to call them about me. Paying for priority shipping which should have expedited the order. And it did none of the sort. I have yet to reach someone who is an actual person who can explain to me what's going on and why did I pay to get the glass as fast and I still haven't gotten. I want to be able to track my package and know exactly where my glasses are.Because they're supposed to have them.Delivered to you within 7 to 10 days with regular shipping and being that I had paid priority.I should have already received them two times over and I want them to refund my shipping costs.Business response
05/10/2024
Hello *******,
Hope you are doing well.
We are sorry for the unpleasant experience you had. The normal turnaround time with the selected shipping method is about ***** business days however on rare occasions, certain orders take a little longer than usual due to the additional specs. We are pleased to inform you that your glasses have already been dispatched via **** under the tracking # ********************** and they are expected to be delivered by today.
To compensate the delay, we have refunded you the partial shipping cost.
We appreciate your patience in this matter.
Regards,Initial Complaint
05/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I place the order on April 21,2024 I was told 1-5 days then 10days delivery when asking for a **** tracking number now it is being shipped from over seas facility and still no tracking number is provided. Here is our email response from them. ( ************************* (Goggles4u.com)May 2, 2024, 16:50 EDT Hello *******, Hope you are well. Please be informed that the order has been shipped out from our overseas production facility in a bulk shipment. An update on the **** tracking number will be provided to you via email once it arrives at our US facility. Best regards.Sales and Support www.Goggles4u.com 24/7 Toll-Free: ************** *************************** May 1, 2024, 08:44 EDTGoggles4u Eyeglasses NameRichard ****** ********************** Phone8432694911 Message Yes, good morning I am checking to find out about my order I haven't received it yet and I haven't got a tracking number with my order either, and if you would email me with a update.Thanks Thank you, Goggles4u.com! ) .here's my invoice Goggles4u Eyeglasses Toggle minicart, Cart is empty Search entire store here...Search Order # ********** My Account Dashboard Account Information Address Book My Orders My Downloadable Products My Wish List Stored Payment Methods My Product Reviews Newsletter Subscriptions My Social Accounts Sign Out Order # ********** Order Date: April 21, 2024 Status: Complete Print Order OrderInvoicesShipments Billing Address *************************** po box ***************************************************************************************** T: *************** Shipping Address *************************** *********************************************************************************************************** T: *************** Shipping Method Shipping Table ******* **** Ground Advantage Payment Method Dominate Checkout Pay Items Ordered Browline Eyeglasses 145401-c SKU:145401 Prescription ************* Show Prescription Service:Regular Color:Black-Gold Price $134.85 Qty Ordered: 1 Shipped: 1 Subtotal $134.85 Subtotal $134.85 Discount -$67.43 ******************* $5.95 Grand Total $73.37Business response
05/09/2024
Hello *******,
Hope you are doing well.
Your order was placed using standard shipping option which has the normal turnaround time of ***** business days. We are pleased to inform you that your order has already been dispatched via **** under the tracking # **********************. Expected delivery date is by 14th May as per ****.
Our sincere apologies for any inconvenience caused.Regards,
Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered glasses from goggles 4 u and they took forever to arrive, just outside of when they promised them. I had inquired with them about a tracking number which they promised but never gave to me. Upon receiving the glasses they were not even as pictured on their website and I was highly disappointed and the quality of the lenses was subpar at best. I don't even dare to send them back for a refund because I do not trust these people and feel as though they would not give me a refund.Business response
05/08/2024
Hello ****,
Hope you are doing well.
We highly regret to know about your unpleasant experience with Goggles4u. Please know that we assure 100% customer satisfaction. Your case has been forwarded to one of our representatives who will reach you soon to verify the issues with the order and will resolve them in the best of your interest.
Regards,Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered glasses on line on 4/9/2024. The money was taken out of my account. The glasses have NOT been delivered/arrived. I sent 3 emails to the "*****....." email in my order confirmation. NO REPLY. I sent another email 4/25/2024 in the goggles4U online page.The order confirmation said 10 - 12 days for delivery. Today is 12 business days and I doubt that the glasses will be in my mailbox when I get home since no one bothers to respond to emails. I will be calling the phone number that is listed above as well as the one that is listed on my order confirmation. Can't wait to hear the excuses they provide.Business response
05/07/2024
Dear *******,
I trust this message finds you well!
We sincerely apologize for any inconvenience caused by the delay in responding to your emails. After thoroughly reviewing the details of your order, it appears that standard shipping was selected, which typically entails a turnaround time of ***** business days.
I'm pleased to inform you that according to the tracking information provided by **** (Tracking number: **********************), your order was successfully delivered on April 27th. We genuinely hope that the glasses you received meet your expectations and requirements.
Should you have any further queries or if there's anything else we can assist you with, please don't hesitate to reach out. Your satisfaction is our utmost priority, and we're committed to continually improving our services to better meet your needs.
Thank you for your understanding and patience throughout this process. We sincerely appreciate your business and hope to have the opportunity to serve you again in the future, ensuring a smoother and more satisfying experience.Regards,
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Customer Complaints Summary
83 total complaints in the last 3 years.
25 complaints closed in the last 12 months.