Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought and paid for eye glasses on web site Glasses USA. I paid for and requested expedited shipping and was supposed to receive within 3 to 5 business days. I was provided a tracking number to CDL shipping. I kept checking the shipping website daily but there were no updates other than they "received the info" When I called on the 5th day I was told that I needed to wait one more day cause the first day doesn't count. I was also told that the package was probably not scanned yet. So I contacted them on the "REAL" 5th day and was told that the shipping company is having issues. So now I got a different excuse! I asked for a refund and they will not refund cause the merchandise is in transit. I have to wait till it somehow miraculously arrives. And then I can go through the hassle and cost of shipping it back to them AND then they would issue a refund.Business response
10/31/2021
Dear *******,
We’re sorry to hear that you experienced delivery difficulties with your glasses order. At **************, we are committed to ensuring that our customers’ needs are being met.
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.
It appears that you have been fully refunded for the order.
If you require any further assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Our apologies for any inconvenience.
Yours truly,
**************Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm not sure where to begin with this company....They are horrible and cannot convince me that they are a real company. I ordered contacts on 10/7(order# ********** $ 147.43) and uploaded my prescription to make the process smoother. They told me 2 days later my prescription and brand was wrong and I needed to switch to a different brand. I thought maybe I made a mistake and agreed to switch and a new order was placed( order# *********) . Then 2 days later again, they told me the new order prescription was wrong and I need to switch it back to what I originally had it to. I ended up having to order contacts again on 10/15(order# *********) , and guess what I still don't have my order, even though I paid for express shipping. I reached out to them today, on 10/26, and they told me my order is still in the validation process, even though I received an email on 10/15 stating my contacts/prescription completed the validation process. I really need my contacts and I don't know what to do anymore. I feel like this is a drawn out process and they are making it harder for me. I was supposed to order one one box for each eye but was afraid if I did they would tell me my order would take longer, so I only ordered 1 box.Business response
10/27/2021
Dear *******,
We’re sorry to hear that you experienced difficulties with your contact lens order. At **************, we are committed to ensuring that our customers’ needs are being met. We know you are disappointed, and for that, we do apologize.
Unfortunately, the contact lenses you require are a custom order and could take up to 10 weeks to receive them. Meanwhile, we did receive your request from our service team that you would like a refund. Your refund for Order #********* has been processed and we will make sure United Healthcare Vision is updated - in order to restore your vision benefits.
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,
**************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1,424 total complaints in the last 3 years.
866 complaints closed in the last 12 months.