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:08/29/2022

  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.

  Summary: I recently ordered replacement progressive lenses for a favorite pair of expensive titanium frames from Overnight Glasses. Their website says it will take 4-5 business days for progressive lenses, but it took 13. When I finally received the glasses, the frames had been severely damaged (details below). In addition, the left lens does not seem correctly made. They received the glasses the morning of August 3rd. I called on August 10th to check on progress after they had had the glasses for more than 5 business days and was told the frames were lost and was offered a different pair of frames. I said that I really wanted this pair of frames. The frames were found later that morning and I was told that they would be ready and rush-shipped to me after 2 business days. But they actually took 8 more business days to finish my order, not 2, for a total production time of 13 business days. When I received the glasses on Saturday August 20th the right hinge was severely damaged, and the right arm is permanently not vertical (bent at an odd angle). There are scratches made by tools near the damaged hinge. The frames were in excellent condition when mailed to them. I am deeply disappointed by the damage and my overall experience. If they could not work with my frames because they are complex they should have informed me and sent them back. Once they damaged them, they should have informed me so we could work out a solution. The frames are rather expensive ($405), see: **************************************************************************** I emailed them these details 4 days ago with no response! Photographs and videos of both the damaged and undamaged side (for comparison) were attached to the email. This has been a painful ordeal since my daughter's wedding was the day after I received them and I was hoping to receive undamaged glasses to wear to her wedding and walk her down the aisle.

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello, We do apologize for the delays with your order. We discussed on 8/31 that we will be remaking the lenses and repairing your frame for you. Your new lenses are currently in production and expected to be completed in 3 business days. I do assure you we are committed to making a product that you are satisfied with. If you are not satisfied with the final product, we can move forward with the other options that were offered. We thank you for giving us the opportunity to make your new lenses for you.

• Initial Complaint

  Date:08/23/2022

  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.

  The glasses were purchased on July 19, 2022. We were told that we would receive the glasses in 2 to 4 business days and it took almost 2 weeks 14 days to receive them. During this time of waiting the company was extremely difficult to get a hold of and at times I feared my money was simply lost. When we received the glasses on August 2, 2022, the glasses had vertical lines going through the center of the lens. I contacted the company and was told to send them back they would replace the lenses and it would take another 5 to 7 business days. I explained to the company that ************************* the glasses belong to *************** cannot simply start and stop a routine such as putting on glasses and that he could not be away from them for another seven business days as it is a difficult routine for him to establish Once it has been disrupted. I was told that I could then receive 40% refund of the original purchase price as consolation. I excepted this refund and was told that I would receive it within 7 to 10 business days. We have now passed that timeframe and I have not received a refund. Additionally I cannot get a hold of the company to discuss this further.

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello, I have discussed the refund with management. The refund has been issued back to your original payment on 8/24. We do apologize for the delay with the refund. We spoke on 8/23 and 8/24, you mentioned this would be a satisfactory outcome. Consumer Response /* (2000, 7, 2022/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I think that they have a lot of work to do in the customer service department, they did issue me a partial refund. Had I not come to the ***, I can't say that they would have handled everything as swiftly as they did. Do not recommend doing business with this company.

• Initial Complaint

  Date:08/13/2022

  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 lost a pair of glasses on Monday august 8th 2022 by 5pm I ordered a new pair and received my confirmation stating they would be here by the 10th around 6 pm. I paid $30 usd extra for them to be where I was by the 10th part of email included. The following day on he 9th I received a call around 12 stating the frames I ordered are out of stock and if another pair would be ok which I say yes to and ask "are my glasses still expected to show up tomorrow" the 10th and he says "yes your glasses will still be arriving then". I take these two forms as a verbal and written confirmation of delivery. I used their service for the expected delivery. I wouldn't have even attempted this company had the not offered a delivery of the 10th. They arrived the 11th. I was out of that state by then and had to have the people where I was staying mail them to me where I live. I emailed this company on the 10th asking for a refund because they did not deliver. They did not respond till almost midnight of the 11th and all they had said was sorry. I emailed them again and today is the 13th and I have finally actually tried the glasses on and have still no response to the issue of shipping and paying extra for basically standard shipping. It wasn't the shipping company that delivered the glasses late it was the company because I received my shipping information on the tenth at 7 pm a full hour after they were supposed to be delivered. And then today when I finally try them on they are terrible quality. I can't look around or it's like I basically have drunk goggles on and the frames feel like they are made of the cheapest plastic possible. I paid 130 dollars for these glasses and I feel as though I have been scammed by both the promise of delivery and the quality of glasses I have received. They have terrible customer resolution aswell. If they would respond to me nd help me find a solurion I wouldn't even be here. It's shameful companies like this can get away with BLANTANTLY false ads.

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/24) */ Hello, we apologize for the manufacturing delay. We spoke on 8/11 and issued you a discount on the order. You mentioned this would be a satisfactory solution. We do apologize for any inconvenience and thank you for letting us make your new glasses. Consumer Response /* (2000, 7, 2022/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) When they finally got in contact with me a few days after I submitted my bbb report they offered for me to return the glasses for a full refund or a partial refund if I kept them. I took the partial refund due to the fact I still needed glasses and asked only for my money back on the expidited shipping that was the main issue to begin with. They still gave me 50% off the whole order which I found generous I just wish it could have been resolved without having to file a report in the first place with anyone besides the company. I appreciate the service BBB provides by keeping companies responsible.

• Initial Complaint

  Date:08/09/2022

  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.

  Business prepared the wrong prescription two times and never refunded my money on their error.

  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/25) */ Hello, I have discussed the refund of the rush fee with management. We will issue the refund back to your original payment on 8/25. In our previous communication on 5/21, the rush fee was not refunded because the prescription you entered on your order ****** was incorrect. We did offer to remake the lenses for you free of charge. We are sorry things did not work out this time. Consumer Response /* (-5, 9, 2022/08/25) */ Partial credit was issued but they need to issue FULL REFUND! This is fair business.

• Initial Complaint

  Date:07/26/2022

  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 paid $125 with 2 day rush shipping to have a lens replacement in my frames on 07/20/2022. My order number is ******. I was leaving down for a trip on 07/27/2022 & wanted my glasses for my trip. Their site says the turn around time is about 5 days from the time I shipped my frames to them. I got an email saying they received my frames & they are in production on 07/23/2022. Tomorrow they will have been in production for 5 days. I'm leaving on my trip tomorrow. I emailed them asking if they would please send my frames when they are completed to the address I was going to be at for the next few days, and I gave them the address. I got a telereply back. So I messaged them again. I asked for the same thing, if they would mail them to the address I was going to be at, & asked if they would please let me know if they are unable to do this. If they are unable to I'll have the person watching my house look out for them in the mail & overnight ship them to where I am at. No reply. So I called. No answer. I really want my glasses back. If they are not finished I want a refund & would like them to overnight ship my frames back to the address I had given them ********* so I can just get 1 hr service in the town I am. If they are finished I want them to overnight ship them to the address I gave them ********* so I can have them.

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/10) */ Hello, We apologize for the delay with your order. We spoke on 7/28 to confirm the change of address. Your order was completed and delivered to you on 7/29. I hope this is to your satisfaction and we appreciate you letting us make your new lenses for you.

• Initial Complaint

  Date:07/19/2022

  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 glasses last Tuesday 7/12/22 I opened a tracking ticket to find out where my order is on Saturday. I was told it would ship yesterday 7/18/22 I have not heard from them The Order has taken a week Their listing says they are open 24 hours, but you can only leave a message, that's misleading The tracking ticket is no longer available, deleted I called during regular business hours and could not reach anyone.. Is this a REAL company? Did I lose my $$$ $209 Should I start over with another company?

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 8, 2022/08/10) */ Hello, We apologize for the delay with your order. We spoke on 7/19 to confirm your shipment. Your order was completed and delivered to you on 7/20. I hope this is to your satisfaction and we appreciate you letting us make your new glasses for you.

• Initial Complaint

  Date:06/24/2022

  Type:Customer Service 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.

  Promised they would remake my defective glasses. Well now they tell me my request is under review. One week after they receive glasses they have not even attempted a repair. This is absolutely disgusting.

  

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ Dear **************, we apologize for any misunderstanding regarding the email you received. The email was sent to provide the tracking information for your order. We remade the lenses with the diamond anti-glare coating and upgraded your return shipping. We hope this helps remedy the issue and thank you for your order. Consumer Response /* (2000, 7, 2022/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have fulfilled my order and the new glasses do not have the defects of the original.

• Initial Complaint

  Date:06/22/2022

  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.

  When I ordered the glasses, I was promised Tuesday delivery. The only reason I purchased the glasses from you was because I absolutely needed them before leaving on a trip today. They failed to deliver on that claim. The entire business of overnightglasses.com is built around this idea of guaranteed delivery times yet they failed at that one thing. Now they say they'll offer a refund of the shipping fees if UPS agrees to accept responsibility. As if that's going to happen. This business does not live up to their claims and has terrible customer support. Now the glasses are apparently sitting on my front porch which faces a busy road and will be there for a couple of weeks, if they don't get taken by a porch pirate first. The company has completely failed at their promise and now my son doesn't have the glasses for his trip. I would like a full refund for this purchase.

  

  Business Response

  Date: 06/28/2022

  Consumer Response /* (2000, 6, 2022/06/27) */ Customer service has provided a refund for the purchase so I would like to withdraw the complaint.

• Initial Complaint

  Date:05/16/2022

  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.

  Company sold me glasses for my son who is 2 years old. Delivered the product as expected time wise Once I received the frames were very flimsy, making the lenses fall off of the frame, the lenses arrived with stuck on glue on the side and not firmly attached in the frame, and scratched on the margin. The frame arrived bent. I tried 4 times to contact the company. They don't answer their phone and they do not respond to email. I want a refund and I want to return these poor quality glasses. These glasses are for a child and should be better quality

  

  Business Response

  Date: 05/24/2022

  Consumer Response /* (2000, 6, 2022/05/20) */ Please remove and close this review The owner of company has given me a full refund Thanks *******