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:04/22/2024

  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.

  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

  Date: 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

  Date:03/20/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/15/2024

  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.

  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

  Date: 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

  Date:02/16/2024

  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.

  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

  Date: 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

  Date:01/22/2024

  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.

  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

  Date: 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

  Date:09/13/2023

  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.

  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

  Date: 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

  Date:08/14/2023

  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 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

  Date: 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. 

• Initial Complaint

  Date:05/16/2023

  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.

  Overnight Glasses confirmed that lenses from my order which I mailed back to them were defective, and agreed to give a full refund. They claimed in email that they issued the refund on Feb. 2, 2023. However Paypal confirms that no refund transaction was initiated by Overnight Glasses. My bank also shows no record of any refund. The original purchase was transacted through a *********** transfer. Overnight Glasses in email claimed that the refund was "issued back to the same card used to purchase the glasses", but no card was involved in the transaction. I have emailed with Overnight Glasses repeatedly since they falsely claimed that the refund they agreed to had been issued, including sending them screencaps from my texts with Paypal customer service in which Paypal confirms that no refund was issued. Overnight Glasses continues to refuse to admit that the refund did not go through, and claims to be waiting for a response from Paypal before they will finally issue the refund, though I have provided them screencaps in email proving that Paypal confirms that no refund went through. I have been waiting for over three months now to finally be issued the refund they claimed they issued for the defective lenses which I sent back. They still owe me the $135.00 refund.

  

  Business Response

  Date: 05/17/2023

  Hello, We apologize for the delay in issuing the refund. We have successfully refunded your order. We are sorry things did not work out this time. 

  Customer Answer

  Date: 05/17/2023

   
  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:04/11/2023

  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 received an email after the company received my frames that in order for them to proceed with my order, I would need to sign a waiver because there was wear and tear on my one year old Warby ****** frames and there was a chance they would break with the lens replacement. I refused to sign the waiver and told them so. I requested my order be canceled immediately (3/30/23), my original frames returned and my money refunded ($377). They said my refund request had been received and that my original glasses had been shipped *** to me the day after my request was received. I received my original glasses on 4/4/2023 but have yet to receive my refund. It has been 12 days since my order was canceled.

  

  Business Response

  Date: 04/12/2023

  Hello, We apologize for the delay in issuing the refund. I have talked to management and the refund has been issued on 4/11. We are sorry we were not able to make new lenses for you. 

  Customer Answer

  Date: 04/12/2023

   
  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:03/31/2023

  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.

  On 29 Mar 2023 at 8:45 a.m. **** Pacific Time, I placed an online order with Overnight Glasses believing the website claim that they deliver overnight. However, when I went through the transaction pages online, I was never given the opportunity to select overnight delivery nor reason to believe I needed to. When the transaction was completed, I discovered that it wasn't going to be overnight. At 9:30 a.m. Pacific Time, I called their customer service number to cancel the order. No answer. I left a voice mail. I used their contact form to request for them to cancel the order....they require 24 hours to answer. I called customer service repeatedly throughout the day. NO ANSWER. I finally got an email on 30 Mar 2023 telling me the order would arrive within two days. I immediately responded with my repeated request to cancel the order. They sent me a notice with the *** tracking number. I will refuse the delivery with ***. I want my $119 refunded! This company's "overnight" claims and neglect of their "customer service line" during their listed business hours constitutes false advertising. Therefore I have no confidence that they can produce decent eyeglasses. I have attached the email exchange.

  

  Business Response

  Date: 04/05/2023

  Hello, We are sorry that we were not able to upgrade your order to rush service. You will find the option to upgrade at checkout. We have refunded your order in full. We are sorry things did not work out. 

  Customer Answer

  Date: 04/05/2023

   
  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.However, for the sake of public comment, we did not find such an option to rush the order, although we looked.
  
  Sincerely,
  
  ***************************