Complaints

This profile includes complaints for GlassesUSA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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GlassesUSA has 11 locations, listed below.

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  GlassesUSA

  360 Furman, Suite 738 Brooklyn, NY 11201

  
• 

  GlassesUSA.com

  2050 S Mount Prospect Rd Des Plaines, IL 60018-1874

• 

  GlassesUSA

  14 Scenic Dr Dayton, NJ 08810

• 

  GlassesUSA

  11C Great Meadow Ln East Hanover, NJ 07936

• 

  GlassesUSA

  11C Great Meadow Ln East Hanover, NJ 07936-1723

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:05/20/2024

  Type:Service or Repair 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 wanted to cancel my order that I had placed and tried to call them but was promptly sent to an automated system that was anything but helpful. They said they would give me a full refund and it would take 7-10 business days but it is now beyond that and I tried emailing them and only got an unhelpful automated email back so I tried calling another number I found and it again was automated and only sent me back to an automated response on the website which didnt help at all and I have no answer on when or where my refund will be issued. It is almost $300 and I feel I Harv exhausted all of their resources to try to resolve this and follow up with them for resolution without any success. Id really just live my refund and to take my business elsewhere.

  Customer Answer

  Date: 05/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2022

  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.

  It has been a nightmare ordering my first pair of glasses, with **************. After one week of ordering, I was informed that I will have to select a new frame, which meets certain lens dimensions. I followed the new specifications and sent an email with my new selection. I was willing to pay the difference in the frame price, $41 on Friday 17th June. I was asked to call the toll free number and order the new frame. I did that and they sent me a confirmation email for exchange request. They said that a new invoice will be sent by email the next day. Instead, I received an email that since the new frame is different in price, my previous order has been canceled and that Zi should place a new order, which I had already placed by calling the toll free number on 17th June(I have a confirmation email). Further, shockingly, they did not refund the order amount to my credit card, although they canceled the order, not me. They gave me a store credit. When I went to order the new frame on Sunday, the 19th June, an agent helped me create the new cart and applied the store credit from the previous order. But when I clicked on “Make Payment”, the system removed the store credit applied by the agent, and my credit card was charged the full amount with no store credit. Further, the frame price had gone up, but I was told that the price on 19th will not be honored, although I had made the exchange request on the 19th by calling the toll free number. This sequence of events, if unintentional, is ridiculous and I am hoping for an early resolution.

  Business Response

  Date: 06/20/2022

  Dear ******

  Were sorry to hear that you experienced difficulties with your glasses order.  At **************, we are committed to ensuring that our customers needs are being met and the store credit that was not applied to your new order has been refunded.

  The refund confirmation in the amount of $216.00 ($201.00 + $15.00) was sent to you.

  The price of the frame on your new order is $198.00.  The current price of the frame on our site is $220.00.

  If you require any further assistance, please contact our ************* Team at ************** or by live chat on our site.

  Our apologies, again, for any inconvenience and we hope that you will enjoy your new glasses.

   

  Yours truly,

  **************
  
  

   

   

  Customer Answer

  Date: 06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Then why is the total difference in price from the original order,

  not $41, since the price difference of the frames is only $41.

  Basic lenses are free on both the frames.

  You fudged some numbers to get to the price which you wanted.

  There should be only a $41 increase in the order price, before you apply the two store credits.

   

  Thanks

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer Answer

  Date: 07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business did NOT resolve my complaint. I already responded through your website. They raised the price of the frame, after I ordered them. When I complained, they matched the price of the frame, but increased the price of the lens. That amounts to fudging the data.
  
   
  
  Thanks
  
  *****
  
    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 07/07/2022

  Dear ******

  The price of the frame that you had ordered was $198.00.  The price did increase to $220.00 on our site but this was after you had already placed your order and paid $198.00.

  The lens package you had selected was the Silver package that costs $179.00 before any discount.  You applied the ******** discount coupon and received a $150.00 discount on the lens package.

  The lens package of your original order that was canceled and refunded was the Basic package which is $10.00 less than the Silver package.
  
  Your order is in transit and en route to you with an estimated delivery date of July 12, 2022.

  *******************************************************************************

  All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied, simply return them for a refund, store credit or an exchange.

  We hope this clarifies any misunderstanding regarding the cost of your order.

   

  Yours truly,

  **************