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Business Profile

Eyeglass Suppliers

Glassespros.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyeglass Suppliers.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/23/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    An order for a pair of eyeglasses was placed on august 16th of 2024. I received a email confirmation for the purchase and that was all. I have yet to receive shipping confirmation or tracking number. I send a email inquiring but have yet to receive correspondence from them.

  • Initial Complaint

    Date:12/23/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 on 12/16/23 and realized they charged me the same day. The item was supposed to be delivered on 12/21/23 and I still have received no shipping confirmation. I also realized the did not charge tax which is suspicious. The customer service does not pick up and now the website is consistently under maintenance but wont load.

    Customer Answer

    Date: 12/26/2023

    Hello, they are just. Ow sending generic responses to my emails requesting a refund. Additionally, they said they need access to their software, but maintenance generally only takes an hour for software programs. Im not sure what is joining in but they are not exactly sounding very professional or specific to the problem. 

    Customer Answer

    Date: 12/28/2023

    As more evolves, I asked for a refund and they told me they could not process one due to their system being down and there being an open complaint. Then they proceeded to ship my order after I told them I wanted to cancel the order and wanted a refund. I am extremely frustrated as I did not want the product after the back and forth. There is something very shady about the company. Additionally, the shipping confirmation does not have a sender or location of where it is coming from which is very concerning. 

    Customer Answer

    Date: 12/28/2023

    Here is the shipping notice with no sender information. I am not sure how they miraculously were able to come up with the product and send it without being able to access their files. And now there is no information. 

  • Initial Complaint

    Date:09/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a pair of glasses on 8/28/23 and they have not shipped yet, which is well beyond their stated delivery time. I have called but no answer. Their chat AND email are automated and I have not been able to make contact with a real person. They charged my credit card as soon as the order was placed, so they received their money from me, but have yet to send me my order. Worst company EVER. NEVER buy anything from this website.

  • Initial Complaint

    Date:07/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 a pair of ******************* WX Judge with Side ******* Order#********* on 6/26/23.Paid **$108.15Tried to contact by phone and email, no answer by phone or response to email. online status: Operation - Procured Frame Restock

    Business Response

    Date: 07/17/2023

    *************,

    First off, my apologies for the experience you've had shopping with us. We experienced an unexpected shipping incident coupled with upgrades to our lab facility, which temporarily disrupted our operations. During this time, our primary focus has been on resolving these issues to get orders out as quickly as possible. 

    Here is the tracking number for you order: CH029971608CA 

    I shipped out from our facility on July 7th.

    You can track it on the **** website: **************************************************

    I apologize your order is taking longer than usual to arrive to you. We sent it through Expedited shipping but it seems to be moving through the **** system slower than usual.

    We hope your order gets to you as soon as possible. Should you have any questions or concerns in the meantime, please do not hesitate to get in touch with our customer service team. We're here to assist you in any way we can.

  • Initial Complaint

    Date:07/01/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    We ordered an eyeglass frame (order #**********) on 21 December 2021 paying $120.21 using a **** credit card ending in ****. The frame was a ***************** B747 color: tort mint *********. we received numerous emails saying frame was back ordered (on 12/23/2021) backordered to 01/31/2022. then on july 23 pushed to august 23. More emails, more backordered. We wrote many emails asking to cancel and reimburse us for a product not available. Phone calls were never answered. Emails were polite platitudes that they were looking into it. No funds ever returned

  • Initial Complaint

    Date:06/28/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered june 12 2023. Order placed but they have not shipped and they don't an explanation why it hasn't shipped this is June 28th. Phones are never answered

  • Initial Complaint

    Date:04/01/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Ordered Kliik 695 eyeglass frames, no prescription) for ****** almost a month ago, and never heard from them again. No confirmation email, nothing. I paid for them. This is a scam operation bcz now the site is down and can't be reached! I want my money back! Do NOT do business with them!

    Business Response

    Date: 04/27/2023

    Hi ********,

     

    On April 3rd we contacted you and informed you that you had in fact never placed an order with us. Afterwards, on April 13th you mentioned to us via email that you were going to be placing the order that you claimed we never sent you. We apologize for any confusion you may have encountered.

    Customer Answer

    Date: 04/28/2023

     
    Better Business Bureau:

    It was 100% my fault.  I obviously did not submit or, I thought I submitted this order.  Glasspros are very professional and genuine. Sorry for the inconvenience.

     

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:03/19/2023

    Type:Product Issues
    Status:
    Answered
    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.
    March 12 placed an order #**** for ******. I have sent multiple emails, reached out via ******** and Instagram and called multiple times. Ive yet to hear anything at all from them. I checked on your site today and was dismayed to find their history. The site seemed legit. I should have done more homework. I have attached a couple of confirmation of contact from them as the actual sent mail does not save my actual email. It must go directly to their servers. If you are able to help me get my money back please?

    Business Response

    Date: 04/27/2023

    Hi *****,

    I've looked back at emails, and we did respond to you and provided you with tracking information on your order. Looks like it was delivered on March 29, withing the timeline. We have not received an email request for return, and there is no RMA initiated from your account. We have sent you an email with instructions on requesting a return.

    Best regards,

    Customer Support

  • Initial Complaint

    Date:03/13/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a pair of ******* sunglasses (******* matte black chromapop polarized lenses) on December 12, 2022 as a Christmas gift. I received an email after my order was placed letting me know they would email me when the item had shipped (not listed as out of stock or backordered)backorder. On December 23rd, I still hadn't heard from the company. I attempted to contact them via phone with no luck (rang, voicemail, and then odd dial tone/busy signal) I sent then an email requesting they cancel my order with no response. In February , I still hadn't heard from them, could not reach anyone by phone and asked my credit card company to stop payment. I received the sunglasses on February 26th, 2023. I attempted to contact the company to return the sunglasses and once again was unable to reach anyone or obtain a resolution. I will attempt to email them again today (3/13/23) but expect the same results.

    Business Response

    Date: 04/27/2023

    Hi *****,



    We apologize for the delay in responding to you. On March 24th we tried contacting you with the outline of the return process and you never went ahead and initiated the return therefore we could not go forward with the return process. Please follow the instructions so we can process your return. We will waive the refund fees as it wasn't cancelled when requested, and shipped out after the fact. We would be happy to refund you in full once we have received your return. 



    Best regards

    Customer Support

  • Initial Complaint

    Date:03/03/2023

    Type:Delivery Issues
    Status:
    Answered
    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 two pairs of glasses one of which is/was prescription. They sent me the non prescription pair but never got the prescription pair. Lots of excuses and now no way to contact them. All I want is the refund of the balance for the non delivered glasses. The original order was 1/10/2023

    Business Response

    Date: 05/04/2023

    We apologize for the inconvenience you have experienced with our service. We are sorry to hear that you did not receive your prescription glasses and understand your frustration. After reviewing your order history, we can see that the non-prescription pair was shipped out, but the prescription pair was delayed due to the complexity of the cut. We had to redo the cut several times, and it took longer than anticipated to complete. However, we are pleased to inform you that the prescription glasses were shipped out and delivered.
    We are sorry for the slow communication as we have been rebuilding our staff post-COVID, resulting in some growing pains. We understand that this has caused an inconvenience for you, and we would like to make it right. Please contact ** with your order number, and we will issue a refund for the balance of the non-delivered glasses.
    Once again, we apologize for any inconvenience caused, and we appreciate your understanding. We value your business and will do our best to improve our communication in the future. Thank you for your patience.
    Best regards,Glasses Pros

Glassespros.com is NOT a BBB Accredited Business.

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