ComplaintsforOvernight Glasses

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased lenses for glasses. With in a year of owning them, the lenses became foggy. I believe that they should be warrantied. Customer service via email refused to do anything. I called them on the phone and left messages which they never returned. People should know they type of company they are doing business with.

  

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/29) */ Hello, I have talked to management and we will gladly offer you a one-time free exchange. I have emailed you all the details regarding the exchange. We apologize for any inconvenience. Consumer Response /* (2000, 7, 2022/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company got in touch and offered a solution.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/15/22, I placed an order for RX lenses to be put in frames that I sent in. They received them on 9/19/22. On 9/20/22, I received an email stating they had broken my frames and to choose any frame from their site of which nothing suited me. I asked for a refund and my broken frames to be returned to me. They said to pick any frame from any online site and they would do the RX in them. I sent them the link to EZContacts and still haven't received my glasses. I've contacted them numerous times and they say the first time they ordered the frames, there was a shipping error and to allow another 3-5 days to receive them. It has been a MONTH and still no glasses. I emailed them 10/17/22 again and no response so I phoned them and they said they would check and then I was either hung up on or was disconnected. I want my glasses sent to me today (10/18/22) or a complete refund of $203.00 and my broken frames returned to me.

  

  Business response

  10/27/2022

  Consumer Response /* (2000, 6, 2022/10/21) */ They substituted glasses at their expense to replace my broken frame. They let me pick out a designer frame and had the glasses done that day and shipped them to me overnight. I received them the next day. I couldn't be more pleased with the way they settled this issue although it was a month. I'm very pleased with the way they settled this once I got to talk to them.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Overnight Glasses in regards to glasses that arrived damaged. I have been wearing taped glasses for almost a month just to be able to muster up enough money to buy some glasses as it was coming to be very stressful wearing glasses that'd fall apart. When I received the lens that were damaged I went to my local optometrist right away to get the lens replaced as I had something upcoming that required me to have functional glasses. So I spent even more money out of pocket and decided to stay with the frames because I liked them. Expecting overnight to honor that satisfaction guarantee, that states " For any reason whatsoever, if you are not satisfied with your new glasses, you are entitled for a replacement of equal cost or a full refund of your frame and lenses" I contacted Overnight Glasses and provided a picture of the damage to the left lens that makes it difficult to see. Christine told me, after a few days with no response, to return the glasses and provided a return label. Obviously that wasn't possible because I had already paid to have the lens replaced on the frame. So I called and spoke to ****. I told **** about my situation and he said in order to get the refund I have to return the glasses. That's not possible as I'd have no glasses for days and I'd be ***************. I told **** that after repeating myself several times and just after the third time he went completely silent. I still heard his background noise but he stopped speaking. So after about five minutes I hung up and called back. No answer. I called back again. No answer. After about the third time **** answered again. When I asked what happened to the call he said the call failed and he tried contacting me, not true. I received no calls back, my service is firm. The satisfaction guarantee also states it provided consistent and quality customer service and a full right to refund if damaged and neither of those were honored.

  

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/10/21) */ Hello, We apologize for any dissatisfaction with your lenses. We do have a 7-day satisfaction guarantee and wish you would have contacted us immediately after receiving your lenses. We could have offered you many solutions to get your lenses replaced at no cost to you. I have talked to management and we issued you the refund for your lenses on 10/20/22. We are sorry this didn't work out but hope you will think of us in the future for your new lenses. Consumer Response /* (3000, 7, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did contact right after. I think you're confused. I contacted the same night in which I received them on October 12th at 1 am. I received them on the 11th in the afternoon. A partial refund does not cut it and seeing as you're misinformed makes me not even want to come back even more. Maybe if you offer actual compensation I would come back. Business Response /* (4000, 9, 2022/11/03) */ I am glad we both can move forward to finalize this order. I have emailed you on 11/1 and just waiting to hear back. We apologize for any inconvenience. We are happy to be able to get you glasses that you are satisfied with.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I first contacted Overnight Glasses on August 10th about replacing lenses on my eyeglass frames. The frames were made ********** and I wanted to make sure they could be done before I went through all the trouble of ordering. I sent detailed photos, and was told they could make news lenses for my frames. From there I had many questions about Overnight Glasses policy, and between these questions and extended delays in getting responses, it took until September 20th to place the order. I shipped my glasses, carefully wrapped and placed in a hard case, and then wrapped the case in bubble wrap, and padded the interior of the box, all well taped. I shipped the same day as the order. The frames were delivered September 22. That day I received a email that said my order (#******) "has entered the coating and cutting stage". On September 23, I get an email that says "Upon inspection, we determined that we are unable to make new lenses for this specific eyewear". Infuriated, I asked that my frames be returned immediately, and that my money be refunded immediately. Later that day I received an email that said "Your recent order on Overnight Glasses has been completed.", which I was told I'd receive and that I should ignore. I asked for a tracking number, and a receipt that money was being refunded. Instead they send me the order details, which I already have. I wrote "Yes, I want something that says the order is being refunded.". No response until September 26, providing the tracking number, which I already had. My glasses arrived that day, haphazardly thrown into an empty small *** box, with the frames unprotected inside the hard case, and no bubble wrap anywhere in the box! On September 27, I wrote "Can I also please get some indication that the order is refunded? I do not have that in writing. Also, why does it take 10-15 days? This is way too long. Can you please speed that up considering you didn't do anything?". No response from Overnight Glasses. There's no trust here.

  

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/10/10) */ Hello, We apologize we were not able to work on your frame. I talked to management and have issued you the full refund on 10/6. We are sorry things didn't work out this time. Consumer Response /* (2000, 7, 2022/10/10) */ Refund was finally done on October 8th. I'm still not happy with the way this company does business. Feels very shady.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was given the run around for a week about my glasses being shipped. They would only send me emails saying that my glasses will be shipped. When I finally called to cancel my glasses, I was told that they had to go back to production a couple times for issues. I asked for a refund and it's been 10 days I haven't received anything. I can't get anyone to answer the phone. So now I'm still waiting for a refund of $242.00

  

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/10) */ Hello, We apologize for the delay with your refund. I talked to management and have issued you the full refund on 9/27/22. We are sorry things didn't work out this time. Consumer Response /* (2000, 7, 2022/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) After finally reaching someone, my refund was processed and I did receive it.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for custom eyeglasses on August 30, that I needed for a trip on 9/2. I received a confirmation on the same day that the glasses had entered the coating and cutting stage. No further updates were provided. I emailed customer service on 9/1 that the order would be shipped after another 1-2 business days, at which time I asked for a refund. They confirmed the refund would be processed within 7-10 business days. I followed up on 9/15, 9/22 and 9/26 and each time I receive a response that states the refund is in process. The total of the glasses was $322 and I have been waiting for a refund in order to order a new set of glasses. A frustrating experience.

  

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/10/10) */ Hello, We apologize for the delay with your refund. I talked to management and have issued you the full refund on 9/28/22. We are sorry things didn't work out this time.

*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. ↩