Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to overnight glasses within their return window to let them know I am not satisfied with the order.1. They promised the order would be delivered in 24 hours, but it was delivered in 3 days.2. Frame is damaged ( some parts are ripped)3. I paid extra for high index ( thin lenses) but received polycarbonate which is so thick even thicker than regular polycarbonate. The frame looks fake too not authentic brand name.4. The lenses do not fit the frame. They popped out of the frame.Due to their poor low quality delivery, I requested a refund. However, the customer service did not respond. Instead they sent a request for a review, which is a disrespectful and rude behaviors. I provided them with honest review that this company is nothing other than **** like what other reviewers mention. They misrepresent their services and merchandise

  

  Business Response

  Date: 03/14/2025

  Hello, we are sorry to hear about your experience with your order. We understand your frustration in not receiving your order in the timeframe you were expecting. We have investigated the issues in your complaint and would like to address them. We assure you we are not a scam and have helped thousands of customers receive their *********************************************. 
  
  Your order was placed on 2/24 for single vision glasses. Unfortunately, there was not a prescription entered into our online form or a prescription attached to the order. We reached out to you on 2/24 to verify your prescription and you replied with a copy of the prescription on 2/25. We placed your order into production and it shipped out 2/26 for delivery on 2/27. This was an unforeseen delay and we did our best to get you the glasses as quickly as we could. 
  
  After reviewing our internal documentation on your order we did see it was processed correctly and passed our strict quality control measures. We will gladly review the frames and lenses again for any discrepancies. When manufacturing your prescription with a high minus power that is paired with the large lens size of 56mm, this resulted in a lens that was thicker than normal toward the outside part of the lens. The solution to this issue is to upgrade to 1.74 ultra thin lenses or select a new frame with a slightly smaller lens size around 52mm-53mm. Decreasing the lens size and upgrading to the thinnest lens material (1.74) will give your prescription the thinnest lenses possible. 
  
  We assure you that all of our frames are 100% authentic. All of our designer frames will have the correct identifying markings on them for authentication. We can gladly help you find these markings to authenticate your frames. We received your refund request on 3/3 and responded to your request the same day via email. After discussing the refund policy and offering you an exchange, your request was escalated to a manager where our solution was emailed to you within 24 hours. 
  
  As a family-owned business, we appreciate you sharing your experience with us as it helps us improve our service. We were very sorry to hear your experience with us was not satisfactory. We value your business and are committed to offering you the best service possible. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23049856
  
  I am rejecting this response because I still have not received a refund that was promised by Overnight Glasses via private email.

  Also, the timeline is not accurate.

   I filled out the numbers for the lenses based on my prescription on the order form, but also add a note asking them to ignore the numbers I filled out on the form, because I was not sure I put it correctly. My eye doctor is an elderly and he wrote his prescription in a different way than what the form was asking. On the note, I also mentioned that they should refer to the the picture of the prescription I uploaded and submitted along with the order form, because the prescription is written directly by the eye doctor so it should be accurate.

  The order was confirmed on Feb 24, 2024 at 3.32 pm based on order confirmation email I received. 

  A day later, I received an email from Overnight Glasses support on Feb 25, 2025 at 4.19 pm asking for prescription. I replied to the email on Feb 25, 2025 at 4.36 pm, which is only approximately 17 minutes from the time I received their email.

  On February 26, 2025 at 4.42 pm I received an email from Overnight Glasses mentioning that my order was complete.  I received the glasses on Feb 27, 2025.

  About the material, I now have other glasses with exact same prescription from another provider. The lenses are far thinner than the ones I received from Overnight Glasses. Also the lenses do not make sound like they are plastic when they are tapped, while the ones from Overnight Glasses made something that sound like plastic when they are tapped.

  On March 11, 2025, I received an email from Overnight Glasses support that they agree to provide me with a full refund for everything if I send back the glasses. I sent back the glasses on March 12, 2025, and the tracking shows that it's scheduled to be delivered to Overnight Glasses on March 17, 2025.

  I will update when I receive the full refund as they promise.

  Thank you

   

   

  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/18/2025

  Hello, thank you for your response. We sent you an email confirmation for the refund on 3/17/25. Please allow your bank 3-5 days to return the funds to your account. 

  Customer Answer

  Date: 03/19/2025

   
  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

  Date:01/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business should not be offering services they cannot stand by. I agree with the other customers. Their customer support is unprofessional, they lack any correct grammar and even provided me with the wrong tracking details. I paid $29.95 for overnight shipping. I was supposed to receive it the next day via *** by noon EST and it was not received on time. They advised me that it still states the same day and disregarded the required time it should have been delivered. ****, the agent I spoke with, advised me that I would have to wait for approval from a manager who wouldn't be in until the following Monday. However, their website states they are open on Saturday, when I called, and within normal business hours. If I do not receive an immediate refund, I will post my experience on social media and dispute this charge with my bank. Horrible first experience.

  

  Business Response

  Date: 01/15/2025

  Hello, we apologize for your experience. We understand you needed your glasses overnight and not having that fulfilled can be frustrating.Your order was placed on Friday 1/10/25 and shipped out the same day for delivery on Saturday. Unfortunately, *** experienced an unforeseen weather delay (heavy winds/Fire warning) here in the *********** area. Please understand that these delays are out of our control. If *** was not affected by the fires here in *********** we are certain you would have received your order on time. We will gladly refund the rush fee and send you an email confirmation. We are open weekends from 9am-1pm PST, although we do not have a manger on duty. I do see we were able to accommodate your request the very next business day. We are sorry your first experience did not go as planned but we hope you will consider our services again. 

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Overnight Glasses for their failure to properly handle a lost shipment claim with *** (Tracking No. 1Z556F1YPW90203021) and to provide a refund for the lost items attached to Order #****** On 11/30/2024, I submitted proof of purchase and receipts to Overnight Glasses detailing the value of two pairs of highly customized frames shipped to them for lens installation. They assured me they would file a claim with *** for reimbursement. However, when I contacted *** on 12/12/2024 (today), I was informed that Overnight Glasses has not returned the required paperwork!Despite repeated follow-ups, Overnight Glasses continues to mislead me, claiming they are waiting for *** to approve the claim, which *** has confirmed is false. I have yet to receive a refund for the lost items or the lens cutting services cost paid to Overnight Glasses. Each time I call, an associate says they need to consult a manager and promises to call me back, but no progress is ever made, no call back is ever received. I am tired of these stall tactics and demand immediate resolution today.

  

  Business Response

  Date: 12/18/2024

  Hello *****, thank you for reaching out about your *** claim.We are sorry about the lost package and your missing glasses. Please understand we are doing everything we can to help handle this situation with *** as quickly as possible. We did send all of the required documents to *** with the claim that we filled. The reason for the delay with the claim was due to the *** claims department needing to verify the lost merchandise again. This normally does not happen and we did not receive any communication from *** for this request. We have contacted *** and sent them the documents they requested. We were notified that the claim was approved. We will send you an email with the next steps. We hope you are satisfied with this result. We understand *** losing your package was very unfortunate and we apologize for any inconvenience this has caused. We hope you will consider getting glasses from us again.   

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally sent Frames to Overnight Glasses in Late September to have new lenses installed, prepaid. November 15, and after 2 returns (one broken frame, one wrong right lens) I have still to received my glasses back. The company has promised, if 5 or more e mails they would have my glasses shipped I 1-2 days, over several days, but continue to not send them. I will have to buy new glasses as I am living the country and no longer trust their promises.

  

  Business Response

  Date: 11/27/2024

  Hello, we apologize for the delay with your order. We understand your frustration in not receiving your order on time. After reviewing this situation, it looks like we had to verify your prescription to remake the lenses with the correct prescription. The delay with the remake had to do with the unique ******** frames. These frames require lenses that have to have a very deep groove cut in the lens. Unfortunately, we did have to remake the lenses a couple of times to ensure the groove was deep enough to hold the lenses securely to the frames. I do see the order was completed and shipped out to you.We hope you are happy with your new glasses. 

• Initial Complaint

  Date:11/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 27th I mailed my glasses and prescription, and paid for expedited shipping. On October 31st I received a confirmation that my glasses had been received by them, and I should expect my glasses back in 2-3 days........They still have not arrived......I have reached out via email several times. I never get a direct reply, just notices of delay, and "were sorry for any inconvenience"...The first few times pushed the "tracking" button on their "receipt" email , a screen popped up that read:.."The email entered with your order number does not match with our records"...I pushed the tracking button again today, and this popped up (from UPS:)Your shipment 1Z556F1Y1396466995 **** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package"I would cancel and demand my money back BUT I sent them a pretty new pair of frames! If I cancel I will surely never see those frames again...... ..I'm beginning to fear I will never see them again no matter what I do .... OR my money! .(And beginning to suspect that none of their online reviews are real)And I am dreading what if the Rx is incorrect - if I send them for adjustments what happens then!!??

  

  Business Response

  Date: 11/27/2024

  Hello, we apologize for the delay with your order. We understand how frustrating it is to not have your completed glasses returned to your in a timely manner. Unfortunately, we did have to remake the lenses a couple of times as they did not pass quality control measure. These types of delays are rare but can happen when manufacture customer prescription progressive lenses. I do see that we did keep you updated with emails explaining that the order was delayed and expected to ship soon. We apologize we were not able to get the glasses returned to you faster. We can gladly cancel your order and issue a refund. We will send you an email confirmation once the refund has been issued. We are sorry that things did not work out this time. 

• Initial Complaint

  Date:09/27/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered replacement lenses for my glasses on March 4, 2024, paying extra for *** 2nd Day Air. They messed up my order by not cutting the lenses to the right shape and the PD being completely off. They said they will correct the issue and had me return them. When I got them back they were still off and the lenses looked like they were cut with a hacksaw. My eye doctor confirmed that the PD on the remade lenses was off too. Finally had the lenses removed elsewhere and correct lenses put in. I have the lenses that Overnight Glasses put in to return to them if they like.

  

  Business Response

  Date: 10/04/2024

  Hello, we are truly sorry to hear that the lenses were not to your satisfaction. We can email you a return label to send the lenses back to us. If the pd is incorrect we can gladly issue a refund. If you have a copy of your prescription please include it with the lenses. Once we receive the lenses,we will notify you. We apologize for any inconvenience this has caused you. We thank you for taking the time to reach out and will get this issue resolved for you as quickly as possible. 

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22348165
  
  

  I returned the lenses using the label provided to me by Overnight Glasses but have not heard back or received a refund.

  

  Business Response

  Date: 10/24/2024

  Hello, we received your lenses. After further review the lenses were made correctly and the PD was within tolerance. We sent you a detailed email explaining our findings and a picture of the reading from our lensometer. We understand that you were not satisfied with your lenses and hope you will accept of offers to remedy the situation. We hope you will consider using our service in the future. 

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  

  Thank you, I received a full refund from the business and consider this matter resolved.
  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

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wished to have replacement lenses made for my favorite eyeglass frames. I followed all instructions provided for this, provided a copy of my current eyeglass prescription and mailed my frames to overnight glasses.The finished product came to me (much after the expected time frame) with multiple problems. The prescription was obviously incorrect, the lenses were not the extra thin type that I had ordered and paid extra for, and my frames were bent and damaged in a way that they no longer could even be worn. I contacted this company and they agreed to refund my money. I sent the lenses back, as per their request. I was told that a refund would be issued to my original form of payment 5-7 days after the lenses were received. The lenses were received on 6/20/24 and I have yet to receive my refund. I have contacted them to ask for an update, and was told it would be received within 1-2 days (this was on 7/3/24), and again yesterday with no response. I would really appreciate your help with this refund in any way possible. I also think it is appropriate for them to reimburse me for the cost of my frames that were damaged by them and rendered useless. I did not originally request this from them, but after all this hassle and horrible service (not to mention damage of my glasses), I believe that it is only right. I am attaching all correspondence that I have between myself and overnight glasses. I will also attach the replacement information/cost for my eyeglass frames. I do not have the original receipt, as they were purchased some time ago, but they were purchased from LensCrafters and the same frame is still being sold.Thank you in advance and please feel free to contact me if you need any additional information!

  

  Business Response

  Date: 07/17/2024

  Hello,

  We are sorry to hear that your experience with us was not satisfactory. We understand that not getting your lenses and frames back in the original condition can be frustrating. We will look into this situation to ensure this type of issue does not happen again.

  
  We apologize for the delay in manufacturing your lenses. Due to the prescription and prism, we did need some extra time manufacturing the lenses. We are sorry to hear that the prescription lenses did not work for you. There are cases where small adjustments are needed to be made to ensure a comfortable viewing experience for the customer. We are able to make these adjustments by remaking the lenses free of charge.

  
  If your frames were not received back to you in original condition, please email us pictures at *********************************** will gladly take your request in consideration and make sure you have a working pair of glasses as soon as possible.

  
  As a family-owned business,we appreciate you sharing your experience with us as it helps us improve our service.We appreciate your patience while we resolve these issues as quickly as possible.We value your business and are committed to offering you the best possible service. 

• Initial Complaint

  Date:06/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***************************