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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a pair of replacement lenses for some vintage frames I have. After confirming the order , I paid and got a receipt via email. The receipt had a link to the shipping label to print so I could ship my frames to them. When I clicked the link it said "Shipping label was not generated for this order. Please contact ********************************* No one has responded to my email or calls. I either want a shipping label and to at least try this out and see what the quality of replacement lenses are, or I want a full refund. This is ridiculous.
Business response
06/19/2024
Hello, we are sincerely sorry about this error. We have notified our IT team of this issue and it should be fixed shortly. We have emailed you a shipping label. IF you have any other concerns,please dont hesitate to email us at ******************************** or call us at ************.Initial Complaint
06/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On June 4, 2024 I placed order #****** with Overnight Glasses for the amount of $192.80. The website promised "Free Returns" and "100% Satisfaction". This turns out to be false information however. The following day I did not receive any communication on my order so I inquired about it via email and was told that my order was "delayed" but with no real reason. The order finally arrived on June 7th. Upon opening the order, I was very unsatisfied with the quality and fit of the frames and lenses so I contacted the company to initiate a return/refund. I was told that all sales were final and a refund was not possible, totally contradicting the information that is listed on the homepage of the company website. This is complete bait and switch tatics and is a very unethical business practice.Business response
06/19/2024
Hello, we are sorry to hear that you were not satisfied with your glasses. I do see that your order did experience a delay. We did have to remake one of the lenses as it did not pass our quality control check. Our return/exchange policy states that if you are not satisfied with your order, we can gladly exchange it for anything else from our website, this includes the lenses. We offer this exchange free of charge if the value is equal or less than your original order. We cover all the shipping charges. One of our managers will reach out to help you resolve this issue. Our goal is to get you glasses that fit properly and that you are satisfied with.Customer response
06/24/2024
Complaint: 21844257
I am rejecting this response because: The shipment being delayed is not the main issue. The issue is the verbage on the website states "Free Shipping + Returns, Satisfaction Guaranteed". I was not satisfied with the quality and fit of the glasses so I initiated a return. Your customer service then stated "The order is custom, therefore not able to return or refund" therefore contradicting what is written on the homepage of your website.
Sincerely,
*********************Business response
06/28/2024
Hello *****,
Thank you for your feedback.We are truly sorry for any confusion or inconvenience caused by our return policy. We understand how this information on our website may be confusing. We will review how this information is presented in hopes to be more transparent about our return policy. You can find our refund policy in this link under general information. *********************************************
As a family-owned business, our goal is always to help our customers and provide a level of personal care and attention that larger companies can't offer. We take your concerns seriously and are here to make things right.
Our satisfaction guarantee and free returns is to make sure our customers feel confident that when they order from us, they will end up with a product they are completely satisfied with. Satisfaction guaranteed/returns means we will do our best to give you the best pair of glasses online. If, for any reason whatsoever, you are not satisfied with your purchase, you can ship them back to us for a free remake or exchange the glasses for a different frame. We will cover the shipping cost both ways.Thank you for your patience and understanding. We value your trust and are committed to providing you with the best possible service.
Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a pair of prescription sunglasses for my son. I specifically ordered from Overnight Glasses because they said "FREE RETURNS" and "SATISFACTION GUARANTEED". Neither seem to be applicable. When my son didnt like the style/fit and I asked how to return, the said they are not eligible for a refund. They only offer a one-time exchange. This was extremely unclear on their website. So not only are there not free returns but my satisfaction was not guaranteed. I feel like this was a misrepresentation. I would like to receive a full refund and rerturn the glasses. Thanks for anything you might be able to help with.Business response
06/03/2024
Hello, We are sorry to hear that you were not satisfied with your order. One of our managers will reach out to you shortly with a resolution.Customer response
06/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
04/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered glasses and I believe my doctor gave me the incorrect prescription so I asked for a refund for the glasses I ordered and was told they only refund frames and not lenses even though their website says refund satisfaction guaranteed and their website is NOT transparent about how they offer refunds and on what. Saying refund satisfaction guarantee is misleading and I believed that meant if I am not happy I should get a FULL refund.Business response
04/26/2024
Hello, we are very sorry to hear that your doctor may have given you the incorrect prescription. We understand being in this situation can be difficult and we can gladly help you.We will issue a refund once we receive your glasses. Please understand our satisfaction guarantee is to ensure that we get you glasses that you are happy with. In this specific case we could offer you a free exchange once your doctor ******* your prescription.
You can find the link to our return policy on the bottom of our website. We are sorry to hear that you felt there was some confusion regarding our return policy. We will look this over to ensure our customers clearly understand our policy and the options we provide to help resolve any issues.
Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I created an order with Overnight Glasses on March 4th. First I did not receive the shipping label for my frames and called them for help. **************** sent me the shipping label and I sent them on March 6th at 12:05 **. After a week, on March 13th I received them back with their lenses however both of them were broken. Frames were cracked already right out of the box without even a single use and they came into pieces in my hands like crackers. The shipping box was in pretty good condition and they were already in their original protective cases. Also uploaded pictures of the shipment box.I sent an email with the pictures of broken glasses and they offered me new ones with an additional pair of free pairs overnight which I never received.The same day customer service sent me a shipping label to return the frames and I rushed to *** to drop the box off before the store closed. When I came back home I saw a new email from customer service which told me to ignore the first shipping label instead use the new one. It was too late to do that.Today is March 19th and I am still waiting. **************** wanted me to send them a copy of the prescription for each frame and I have provided them with what I have on hand at that time to make the process faster. Those prescriptions did not come back also. Everything is in a slow process and I can not get an update about my order.Everything about my order is attached to this message. I would be ok if I believe this was an unintentional mistake in the company and it would be taken care of. However I feel like I am scammed. The promise of overnight delivery does not exist. Even the shipment for return took 5 days to arrive due to the method they picked. I would appreciate your help.Thank you Frames I have provided them are mentioned below.Field Day (Youth Fit)****************************************************************** *************************************************************************Business response
03/22/2024
Hello, we are truly sorry that the frames were damaged in transit. We can gladly replace the frames for you. Once the new frames arrive to us we will place new lenses in them and ship them out to you.Customer response
03/22/2024
Complaint: 21453607
I appreciate that the company is agreed to replace broken frames. However, once again I would like to mention that I dont think those frames broke during transit. The shipping box and the protective cases were in good condition. I even used them to send you back the broken ones. The frames were already having hairline cracks. And those cracks caused breakage before the first use.
Sincerely,
*************************Business response
03/28/2024
Hello, the new frames are due to arrive Friday 3/29. Once the new glasses ship out we will email you the tracking information.Customer response
04/02/2024
Complaint: 21453607
I have informed by the company that ****** has sent you the wrong color of frame so you are not able to complete the order. I received only half of my order and waiting for the rest of it.
Sincerely,
*************************Business response
04/04/2024
Hello, the new frames have arrived and will be shipping out today. You will receive your new tracking information today 4/4/24.Customer response
04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered overnight glasses as I was leaving on a trip. On the first page is says. "Satisfaction Guarantee" - The quality is poor, they were expensive and look like a gas station pair I pulled off the rack for $9.99 - the fit is poor and I am not satisfied. Now comes the small print about no refunds on rx glasses. The first page says Satisfaction Guarantee. I'm not satisfied. How do they not stand by there very own statement that lead you to trust in their words and integrity/ Very shady and I want my money back, as I told them the day I received them I was NOT SATISFIED. Now, no replies to several emails. I feel this is a company who does not keep their word and a bit of a scam.Business response
03/19/2024
Hello, we are sorry to hear that you were not satisfied with your glasses. We have issued you a return label to send the glasses back. Once we receive the glasses we will credit your account.Initial Complaint
02/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On January 26h I order glasses from a site called overnight glassess.com on January 29th I received a call from the company asking me if I had attached a prescription to these glasses. During this phone conversation I asked the lady if I could just cancel my order since I thought the glasses would be made overnight and they had not even started on them yet. (I needed them due to an emergency and since it had been two days Id figured I could just get some made same day locally) She agreed to cancel them and told me I should be receiving a refund within 3-5 business days. On February 6th I contacted Overnight glasses via chat off if their website to inquire about my refund. I was then told that it could taken10 business days. Today is the 11th or 12th business day. Ive called my bank and they see no pending refunds. Overnight glades has still not refunded my $128.00 paid to them for my cancelled order.Business response
02/19/2024
Hello, I have notified a manager to look in to this for you. We do apologize for the delay. Once your refund is issued you will receive an email confirmation.Initial Complaint
01/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Overnight glasses BLATANTLY LIE to their customers.I placed an order on the 11th. The warm filter coating adds an additional day to processing, so I expected a delay. There's a holiday on Monday. Ok no problem. I get an email the same evening (11th) that my lenses have entered the "coating and cutting stage". They are due to be shipped on Tuesday. I get an email from **** confirming this.I call on Tuesday evening 5:30pm to verify. **** picks up. I explain my concern, saying I am traveling Friday and REALLY NEED my glasses. He calls production and calls me back in 15 minutes, saying it didn't make it past final inspection and would be shipped out the next day- Wednesday. He says he gives a promise that he will personally see that they are shipped out Wednesday. That is TODAY. To confirm, I get an email 5:11am that they are DUE TO BE SHIPPED TODAY and ETA is Thursday. I call at 5pm. **** has no idea who I am and am kept on hold for half hour. I hang up and call again, get an answering machine. Then I call again and **** said he was just about to call me. And he says they weren't able to make it today. That means I won't have my glasses in time for my flight. He says he's just a messenger. That means his "personal guarantee" that they will be shipped today was nothing but a lie. He says his manager tells him what to say. His manager TELLS **** TO LIE TO CUSTOMERS. **** probably never even called production, because he has no visibility into anything. He cannot make promises, because he doesn't have that level of access. **** is a LIAR, and so is his manager who coaches him TO LIE TO ******************************** are maybe OVERWEEK GLASSES, IF you are lucky.Absolutely unacceptable, horror-level service. NOT AN HONEST OR DEPENDABLE COMPANY, they just blatantly LIE to customers to deceive them. IT'S NOT EVEN CLOSE OF DAY AND **** TELLS ME THEY WON'T BE SHIPPED TODAY EITHER! SO what GOOD is it to call customer service when they can't do ANYTHING except LIE TO YOU?Business response
01/31/2024
Hello ****, we are truly sorry about the delays with your order. Unfortunately, the order did not pass our rigorous quality control standards and the lenses did need to be remade. I do see we were able to get the glasses delivered to you. If you have any issues with the order please dont hesitate to reach out.Initial Complaint
09/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Order ****** I have called and tried to get a refund from these guy by sending the order back. They are refusing to take back the order because it is custom made these glasses make me dizzy and physically Ill. Now Im out 220$ and they are basically holding my refund hostage. Terrible business. I would just like to send my order back and get a refund.Business response
09/20/2023
Hello, We apologize for any inconvenience you experienced with your lenses. Please understand that all of our lenses are checked for accuracy before they are shipped out. We understand that these lenses caused you discomfort and we will do our best to resolve this for you. A manager will reach out to you to with a resolution and we hope that you will be satisfied with the outcome.Initial Complaint
08/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered prescription glasses from overnightglasses.com on July 9th, 2023. I paid $190.15. The glasses arrived and they were not the correct prescription. I called customer service and the representative I spoke to told me that they are unable to give me a refund or replacement because they were custom made. I would understand that policy if I had just changed my mind, but that was not the case. The glasses made everything blurry and and Im unable to use them at all. The representative then told me he would have his supervisor call me to take care of the situation. Its been 3 weeks and the supervisor never called or got in touch. I called again today, August 11 and spoke with a different representative. I explained the situation and spoke to him for 9 minutes and then he hung up on me. I am asking for a refund. I am able to send the glasses back. I just dont want to be out $190.15 for glasses I cant use.Business response
08/22/2023
Hello, We are sorry to hear that your glasses did not work out. We can gladly offer you a replacement or refund. We sent you an email to your email on file. Please respond to the email at your earliest convenience.
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47 total complaints in the last 3 years.
10 complaints closed in the last 12 months.