ComplaintsforGlassesUSA

Optical Goods

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Initial Complaint
01/21/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ongoing for 6 weeks. Back and forth with "customer service" starting on a weekly basis then more frequently, and now DAILY. I am not the type of person that complains, but this is now principle. Call every morning at 8 am. Made approx 8 purchases over time (approx $2000). There was a mix up with the prescription strength (magnification) on two orders (total 4 glasses). There is NO indication anywhere (online orders or on the glasses) that shows what the magnification was. Please send me a printout of all previous orders with the prescription indication?" Answer is always sure, they send me 8 emails with the order info with NO PRESCRIPTION information. Another call the next day and then say sure I will get that to you and again the send the same emails with NO information (They don't even realize what they are sending me doesn't have the information. Call the next day and explain, they say "the request is in", then no response again. Call again ask for a supervisor to try and explain, Always placed on hold, then suggestion that the Supervisor is on another call, or in a meeting, but no worries he will call you back. No call back. Call the next day, same stuff, what is the issue, let me send you that information, please don't, need supervisor, not available but I promise he will call you today and will follow up and make sure he does No call again. Next new approach, I will hold and finally speak to ****** and explain to him that I figured out the which are bad glasses and now look for a refund or even a credit to correct this (outside 14 day return). He said he will personally take care of this and is assigned. No calls back. 5 days of calls into customer service "he will call back" no calls, then ask for new supervisor (*****) who told me he would handle the credit and forwarded this request to the returns department. I then get a response from returns that the return is denied. Called again today was told ****** will call today. SENIOR MGMT NEEDS TO KNOW THIS
Business response
01/23/2022
Dear *****,
We’re sorry to hear that you experienced difficulties with your glasses. At **************, we are committed to ensuring that our customers’ needs are being met. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.

While the two respective orders were placed on May 19, 2021, and are well beyond the returns period, we have issued you store credits for the full purchase amount of both orders as a gesture of goodwill.
The store credits for both respective orders have been sent to you.
If you require any further assistance, please contact us at * *** *********

Yours truly,

**************
Customer response
01/24/2022
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.

IMPORTANT TO NOTE TO GLASSES USA OWNERSHIP: IT TOOK 6 WEEKS OF MY PERSONAL CALLS AND REQUESTS INTO YOUR ORGANIZATIONS "CUSTOMER SERVICE". ONCE COMPLAINT WAS ACTIVE IN BBB WITHIN 12 HOURS A SATISFACTORY RESPONSE WAS MADE. THIS COULD HAVE BEEN RESOLVED WEEKS AND WEEKS AGO WITH AT LEAST 20 PHONE CALLS INTO CUSTOMER SERVICES WITH PASS OFFS TO NO AVAIL. WHILE THEY WERE VERY COURTEOUS ON EVERY CALL, THEY HAVE ZERO ABILITY TO GET ANYTHING DONE AS IT ALWAYS WAS PASSED TO SUPERVISION WITH NO FOLLOWUP. OWNERSHIP SHOULD BE AWARE OF THIS WEAK LINK IN THE CUSTOMER SERVICE PROCESS. I AM THANKFUL TO BBB AND GLASSESUSA TO FINLLY GETTING WHAT IS A PROPER RESPONSE.

Sincerely,

***** *********
Initial Complaint
01/19/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an expensive pair of glasses and bought the optional 2 year Coverage to replace the glasses if they were ever broken or damaged. 7 months later my glasses were damaged and now the company is stating that I cannot get a replacement as the old pair are unsalvageable.
Business response
01/20/2022
Dear ******,

We're sorry to hear that your glasses were damaged. According to your original email received by our Service Team, it appeared as if you had simply lost your glasses which is not covered under our 20/20 Enhanced Coverage Policy.
We have issued you a store credit for glasses on our site under our 20/20 Enhanced Coverage Policy. As a gesture of goodwill, we have waived the $30.00 co-payment.
The store credit code is **************************

The store credit in the amount of $326.04 is valid for 3 months and can be combined with any other coupon. To use the credit, just copy and paste the code in the coupon box while viewing your shopping cart.

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

Yours truly,

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

Customer response
01/21/2022
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.Sorry for the confusion with my original email but the glasses were damaged with most of the pieces being lost. I have a few remnants left.

Sincerely,

****** *****
Initial Complaint
01/04/2022
Complaint Type:
Product Issues
Status:
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.
Oct.5,2021 I ordered prescription glasses from Glasses USA (3rd x in 2 yrs) and when they were received they were returned because the frames were to large for my face. This pair cost me $276.00 which I paid to them thru PayPal. Oct, 14,2021, I selected another pair which were $85.32 more which I paid with my bank card only to find out thru email that the pair I wanted was out of stock. So now I am told that I can have a store credit but no refund could be issued and the credit could be used within 3 months so I went to work trying to get my Store Credit Code and placing a new order which for so reason never concluded in what I requested. This is the package I requested on Dec. 22, 2021 while speaking with **** (a ******* **** *** *epresentative ***** NEW YORK J752 Black 1. Lens package- progressive (no line) 1a. Photopchrome Grey (tint) 3. Super Hydrophobic upgrade 4. Foldable Red Case 5.Anti-Slip Temple Tips 6.Anti Fog Wipes (sm. size)6.(Multi150 ) Discount coupon Free Shipping Nov. and Dec. the emails and phone calls abounded then on Sun. Jan.1, 2022 I received a pair of glasses that had none of the requirements I requested and surly didn't cost $361.32 . The glasses I received were not progressive lenses but had a bi-focal line, no tint and nothing else I paid for. My prescription info altered as well as the order and payment history. On Jan. 2,2022 I spoke with ***************************** (Service Rep) and explained my upset which he assured would be resolved with a full refund and he will contact the service ***** to send a return mailing label and this is the email I received from ************************* 9 hrs. later..*** ********** * ********* ************** ** ****** ******* **** ******* *** * ****** ** **** ** **** ****** ******* ***** ** **** ******** *** ** ******** ** ***** *********** * ** ***** **** ** ****** * **** ** *** ** ********** ****** *** * **************
Business response
01/05/2022
Dear ****,

Were sorry to hear that you experienced difficulties with your glasses order. At GlassesUSA.com, we are committed to ensuring that our customers needs are being met. We know you are disappointed, and for that, we do apologize.

We have issued you a full refund in the amount of $361.32. The refund confirmation has been sent to you.

You do not need to return your current glasses. We do not wish to inconvenience you further.
If you require any assistance, please contact our service representatives at ************** or by live chat on our site.
Our apologies, again, and thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.

Yours truly,

GlassesUSA.com
Customer response
01/10/2022
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:

Thank you for the help you supplied but there is one last matter that needs to be addressed concerning my refund from Glasses USA

.

They agreed to a full refund of $361.32 but only $276.00 was credited to my paypal account.

So where is the additional $85.32 ?

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

Sincerely,

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

Business response
01/11/2022
Dear ****,
Your full refund was issued. Orders ********* & ********* were refunded separately. The refund for the original order, *********, was $276.00, and the upgrade order, *********, was refunded in the amount of $85.32.
The refund transaction receipts are attached. If you require any further assistance, please contact us at **************.
Yours truly,
GlassesUSA.com
Initial Complaint
01/04/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I contacted ************** on Nov 28,2021 regarding my sons glasses that needed to be exchanged. As per my warranty that i purchased the glasses exchange was covered. I was told in order to proceed I would have to pay the deductible which I did on Dec 2, 2021. I then was told to pick a different pair of glasses because the original one purchased was no longer available. Ive been back and forth with them trying to get the exchange pair, I've contacted them several times via phone and email and the reply i get is that they are sorry and will forward it to the returns department and a manager. My last chat with them was today Jan 4, 2022 and i got the same reply from the representative. Ive asked to speak to a supervisor and was told there wasn't one available. All i would like is my exchange which i've already chose and paid deductible for.
Business response
01/05/2022
Dear *****,

We’re sorry that your replacement order was delayed. At **************, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.

We have placed your replacement order with the Gucci GG0006O Brown/Tortoise frame into immediate production. We have added the digital block lenses and will send the glasses by express shipping to ensure that you receive them as quickly as possible.

The new order number is *********. The order confirmation has been sent to you.

Please review the order confirmation that you will receive in a separate email. If there are any discrepancies, please let us know by replying to this email.

Our apologies, again, for any inconvenience and want to thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.

Yours truly,

GlassesUSA.com
Initial Complaint
12/26/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a pair of glasses and upon seeing the receipt I noticed it was a bit more than just the frames. I looked closer at the receipt and noticed a charge for $29.99 for a package I did not want or ordered. I immediately called the company for a refund and they said that someone would get back to me but now I get and email saying my glasses have been shipped and no one got back to me to remove this and refund me $29.99.
Business response
12/29/2021
Dear *******,

We're sorry to hear that you encountered difficulties while placing your order. At **************, we are committed to ensuring that our customers’ needs are being met. It appears that you may have inadvertently selected the standard lens package. Our order page would not automatically upgrade the lenses. Meanwhile, we have issued you a refund for the lens upgrade in the amount of $29.33. The refund confirmation was sent to you.

Our customer service representatives are available at * *** ******** or by live chat on our site to offer any assistance you might need.

If you require any further assistance, please contact our service representatives at * *** ******** or by live chat on our site.
Enjoy your new glasses.
Yours truly,
**************

Customer response
12/29/2021
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
12/22/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I order glasses on 12/9. They were shipped out the 10th. They were supposed to arrive. 12/17. They currently have no idea where my glasses are and aren’t refunding me any money until I receive the glasses. Currently there is no telling when they will arrive. They have my money and I don’t have the glasses and won’t for another week. Making their delivery time 4-5x longer than they said. They get to keep my money so that I can’t go buy glasses for another week or two. I want my glasses delivered now or my money back. I’ve spent hours on the phone trying to track them down. I spoke with a ****** ***** and ***** ******. After refusing to give me a discount for the glasses and only shipping. They gave me three options. To wait, which would take 14 days to receive the glasses back to their facility to and addiction 3-5 days to ship to me (the same shipping that lost them and took 3 weeks the first time) the second complete refund, which would refund the $258.39 i spent, this would 3-5 business days to receive my refund. The third option is a reproduction, which I had to ask them about. To reproduce I have 24-48 hours to get a response of the reproduction is approved. If approved it will take an additional 2 weeks to receive the glasses. They refuse to assist me after they failed to meet their end of deal and have left me with no options to correct my vision for another weeks.
Business response
12/25/2021
Dear *****

Order # **********

We're sorry that you encountered a delivery delay with your glasses order and that your customer service experience did not meet your expectations. We know you are disappointed, and for that, we do apologize.
We want to thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
According to *** tracking, your glasses were delivered to you on Dec. 23, 2021.
The tracking number for your order is ****************************** with **** Your package can be tracked through *** by clicking on the following link:

*********************************************************************************
Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.

On account of the delivery delay, we have issued you a refund for the express shipping charge plus an additonal 10% off your purchase as a gesture of goodwill.

If you have any questions, feel free to contact us. We’re here for you 24/7, at **************.

Our apologies, again, and we hope you are enjoying your new glasses.

Yours truly,

**************
Initial Complaint
12/22/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Date of Transaction: Oct 12th 2021 Type of transaction: Purchased Glasses from Glasses USA Reason for complaint: The right lens is too big for the frame and is not seated properly. I am unable to pop the lens in the frame to get it seated properly. I contacted their support team and they said that I needed to contact them within 14 days. This is a workmanship issue and their warranty coverage is 365 days for these type of issues. It was difficult to see the issue with the lens not being seated properly so as a result I didn't contact them in this window. There is distortion when looking through the lenses as a result and thus I am unable to wear them and the glass could fall out at any time as it is not secured.Response from the seller: They say it falls under the 14 day no questions asked policy
Business response
12/23/2021
Dear *****,

Were sorry to hear that you experienced difficulties with your glasses. At **************, we are committed to ensuring that our customers needs are being met. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
In the unlikely event that your frame or lenses break after the initial 14 days following delivery and within one year of your purchase, we will gladly provide you with a store credit towards another pair of eyeglasses under our 365 Day Manufacturer's Warranty policy. Unfortunately, the Hugo *********** **** *****/Tortoise frame is currently out of stock

Therefore, we have extended the returns period until Dec. 31, 2021, for you to return your glasses.

Please fill out the return form in the following link (Fill out on a computer only, not a mobile device):
******************************

For the full return policy click on the following link:
************************************************************
If you have any further questions, please contact us at **************.
Our apologies, again, for any inconvenience.

Yours truly,

GlassesUSA.com
Customer response
12/24/2021
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,

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

Customer response
12/29/2021
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:

I am unable to process my return on the glassesusa website. It says order not found.

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

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

Sincerely,

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

Business response
12/30/2021
Dear *****,

Your order number is **********
Please fill out the return form in the following link (Fill out on a computer only, not a mobile device):
**************************************

Make sure to ship the glasses back within 6 business days of receiving the return shipping label, otherwise we will not be able to accept your return.

For the full return policy click on the following link:
************************************************************

Be sure to keep the tracking number for reference.

If you have any questions, you can always email us at ***********************
Yours truly,

GlassesUSA.com
Initial Complaint
12/06/2021
Complaint Type:
Delivery Issues
Status:
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.
This is regarding my order ********* which was doomed from the time it was placed. Firstly the order took at least 3 weeks to arrive due to their choice of shipper. Fine. But then USPS misdelivered the package and instead of helping me with the carrier to track the package, the staff simply asked me to wait. I had to run to the post office myself and get the situation sorted out no thanks to any staff at the company. Still fine, at least the product works... ... not so fast, after wearing the glasses for less than 14 weeks, I sent them a message that the lenses are not beveled properly and cut my temples. I also gave them an example of their competitor whose glasses are beveled and they are not supposed to cut the face. But today I received a no non sense email from **** ******** with a scripted reply that 14 day time had passed (it has not if they actually ever recorded the date the package was hunted down at the post office by me) and I should settle for a "store credit". The last representative's reply totally left a bad taste in my mouth since this is the height of dishonesty; don't deliver the package in 14 days and then point to the 14 day return policy.
Business response
12/07/2021
Dear *****,
We’re sorry to hear that you experienced difficulties with your glasses and that you encountered delivery issues. At **************, we are committed to ensuring that our customers’ needs are being met and it appears that we have already sent sent you a shipping label to return your glasses.
If you require any further assistance, please contact our service representatives at * *** ******** or by live chat on our site.

Our apologies for any inconvenience.
Yours truly,
**************

Customer response
12/08/2021
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:

[Your Answer Here]

Shipping the product back was the last option I was considering. Can the business fix the product they sent me instead?

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

Sincerely,

***** ***

Business response
12/12/2021
Hi *****,
It is very important to us that our customers love their new glasses. We do not have repair facilities. You can return your glasses for a refund, exchange or store credit.
If you would like to return your glasses for an exchange, please contact us at * *** ******** with the details of how you would like the replacement glasses produced.
Our apologies for any inconvenience.

Yours truly,
**************
Initial Complaint
11/30/2021
Complaint Type:
Delivery Issues
Status:
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.
This is my second time ordering from GlassesUSA. I paid $101.90 for the Elliot frame glasses. My order number is **********. I was told it would take 2-3 days for them to do the 5 stripe test, it has been 8 days and I have not received any information about my glasses since then. All I am asking is that I get some information on where they are with my order and if they could ship my order to me as fast as possible.
Business response
12/01/2021
Dear ****,
We're sorry if you encountered any difficulties with your order. According to the tracking information, your glasses were delivered to you on Nov. 29, 2021. The tracking details are available at the following link: *********************************************************************************
If you require any further assistance, please contact our service representatives at ###-###-#### or by live chat on our site.
Enjoy your new glasses.
Yours truly,
**************
Initial Complaint
11/20/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On nov 15th I placed my order online with GlassesUSA and 5 days later I am getting the “run around.” I am convinced that I will never get the product that I payed for, and that this company is a SCAM. When you place your order, you have to provide info from your prescription and they validate it, well what had transpired is madness. From day 1 I gave them the phone number to my optometrist and their name, next day i get emails from the validation team saying “it cant be validated we can’t reach the company” … this goes on for days, and I call yesterday and with permission of **** ******s’ supervisor he allowed me to call my optometrist and he verified my rx over the phone! I was so elated, his supervisor even approved expedited shipping! I get off the phone and get another email from their validation team who says “sorry we can’t approve expedited shipping because we are still validating your order” now I am more angry, I call and am assured its still going out and to disregard the email…so today comes I call to see since its 48 hours why hasn’t this shipped out….I get the rudest girl and i ask for her supervisor… this time I get her supervisor, ***** ********* ***** tells me that unfortunately my order can not be validated by phone and only by fax and that the validation **** ****** did, is no good!!! I was told they are going to work on it by fax, but it gets better, my optometrist has told me to date that NO ONE from this company has reached out to verify my rx. At this point I feel like I am being strung along and lied to!!!!! I was also told I would not get expedited shipping even though **** ******s’ sup approved it
Business response
11/22/2021
Dear ********
We’re sorry to hear that you experienced difficulties with your contact lens order. There are stringent regulations regarding the contact lens validation process and we apologize for any miscommunication that led to the delay in shipping your order.
We’re happy to inform you that your prescription has completed the validation process and your contact lenses are being shipped by express shipping to ensure that you receive them as quickly as possible.
At **************, we are committed to ensuring that our customers’ needs are being met and want to thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
If you require any further assistance, please contact our service representatives at ###-###-#### or by live chat on our site.
Our apologies, again, for any inconvenience.

Yours truly,
**************

Customer response
11/22/2021
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:

[Your Answer Here]

I was told last night my order is getting expedited shipping, and that last night my order would be shipped out. I then asked what is expedited shipping and was told this is overnight shipping. As of 11/22/2021 I still have not seen my order being sent out even with me telling the representative that I will be leaving out of town Wednesday. I will close this complaint once I have the contact lens’ AND have also spoken to ******* and ******* to verify authenticity of the Lens’

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

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

Business response
11/24/2021
Dear ********

Order # **********

The tracking number for your order is ****************** with ***. Your package can be tracked through *** by clicking on the following link:

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

Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.

According to *** tracking, your contact lens order was delivered to you on Nov. 23, 2021.

If you have any further questions, feel free to contact us. We’re here for you 24/7, at ***************
Our apologies for any inconvenience and thank you for your patience.

Yours truly,

**************
Customer response
11/24/2021
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. If I have any issues with the order I will reach out to them and get you all involved if necessary.
Please see my BBB comment which I am closing out as resolved. All in all Customer Service was atrocious with GlassesUSA there was no accountability and no one gave me correct answers, down to the shipping speed of my contacts. I am very doubtful if I’d order again, even though the price was cheaper than competitors, but am thankful I finally got my order.

Sincerely,

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

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