Reviews

Once you have your glasses it is impossible to speak to a person. Worst customer service EVER!

HORRIBLE CUSTOMER SERVICE While the website experience for virtually trying on and purchasing frames/lenses is well-done, their customer service experience is literally horrible. The "live agents" on chat provide no specific information about orders or returns, only respond with canned responses from their script, you cannot speak with a human by phone, and they actually lie when they say "You'll receive an update by email in 1 business day." It's been 8 business days, and I still have yet to hear from them. They have my money, and I don't have my glasses. Will never buy from them again and will tell others the same.

I made a purchase for contacts on March ******. They keep emailing me for a new update prescription whereas my strength hasn't changed. Everytime I call everything is automated. I put my order number in they say it doesn't work. I just want my money back. I'll never order from them again!!

I bought some sunglasses non prescription as gifts for friends and family, I took them weeks to get it to me, longer than what I expected. I asked for a return, packed them up use their return label now it's been passed 2 months and they still haven't refunded me the money.

I wish I could rate them less than. 1 star. buyer beware. avoid them. incredibly slow production. no communication (unless you count robots and chatbots). they screwed up my shipping. this whole process has been absolutely terrible.

Action: The phone number on their website does not work. The phone number I was given for the storefront is out of service. I tried emailing their support email and received an auto-reply that the inbox is not monitored. I tried their live chat and three agents in a row closed out the chat without helping me or addressing the problem. Problem: I made an order in the physical store in the *********** on Feb 16 for 4 pairs of glasses. The store employee told me about a **** free deal and confirmed that if I bought 2 pairs of frames, then I would receive 2 for free and they would arrive in 10 days. They mistakenly put it all on the same order, so I was overcharged by a full pair. I asked for a refund so the store communicated with HQ and was told that I would not receive one. In order to get my money back, I was told I had to cancel half my order and reorder my last two pairs. I did this at the advice of the store and when copying my order the store put the incorrect name on the order. So I had to pay for the new order to be shipped before my refund was processed, meaning instead of paying for two pairs, I was now paying for 4. This second order was completed on Feb 18. One of them arrived late, March 4 instead of Feb 28 as promised. I was willing to let it slide except one of them showed up completely wrong. The design was supposed to be tortoiseshell (all over) and it was only designed on half of the frames, making them look unprofessional and incomplete. I requested this poorly designed pair to be replaced with an exact replica, however with the fully formed design on them. These arrived and are a completely different prescription than mine! At this point I am extremely disappointed in this entire experience. A simple order made in the store is now occupying my time and causing me frustration weeks later as the orders have not arrived with glasses that are on time or correct. To summarize, I was overcharged, received one late pair, and two incorrect pairs.

I ordered 3 pair of sunglasses and after a couple of days received an email saying 1 pair were out of stock and offered me another pair up to 25 dollars more , i found a pair i wanted and emailed them back. 4 more emails and i hadn't received a reply. Yesterday i called and finally talked to someone who i dont think knew how to do anything but take a new order. Anyway i ended up being charged for the new ones and wasn't offered the expedited shipping i was offered via email. This is the 2nd d time ive delt with this problem

GlassesUSA has the worst customer service I have ever encountered in an online consumer-facing company. They NEVER answer their prominently displayed phone number. Both times I've ordered glasses with Express Shipping they arrived long after the express window ended -- and yet the live chat agents still had to be pressed to refund my Express Shipping Fee. Moreover, the chat agents had no real tracking information about when my glasses would actually arrive despite having already been shipped, told me to get in touch again if they hadn't arrived by a randomly selected date -- and then cut off the chat, telling me they had to "assist" other (equally unlucky) customers. Appalling. I too would like to have been offered a refund or credit- - at least the second time -- for the amount of time and trouble it's taken to try to find out when my glasses will arrive. The owners should be ashamed of themselves.

We ordered a glass in january and this got delayed in production is what they said and we cancelled that order and ordered another pair and paid expedited shipping. This again they say is in production and is delayed. My kid had to be with no glasses and still no response. i havent received the refund on the cancelled order also. THESE GUYS ARE A SCAM AND DONT BUY.

I ordered my glasses almost two weeks ago, paid for them. They said production would take 3 business days.After a week and a half of them being stuck I contacted them to ask what was going on, they apologized and said that the same day I contacted them they said there was a delay and they would ship soon, and also upgrade my shipping.They then shipped the next day, without upgrading my shipping. I asked why they lied about it and was told there was nothing they could ****** they are telling me my glasses will not be here for another two weeks at least. That is a full month between my order and receiving them. I tried to talk to an agent for help and they ended the chat TWICE before resolving my issue about possibly refunding or figuring out a solution. Then had the ******** to say they needed to help other clients. I do not wish to ever work with this company ever again and I want my money back, and they will not let me speak to anyone over chat who isnt giving me copy paste reaponses