Order regular glasses and sunglasses on January 1st was told they would be shipped by the 10th, sunglasses are supposedly ready to be shipped but they wont ship them separate and apparently there is a problem with production on the regular glasses is delayed for some reason and they wont tell me why, paid for expedited shipping, supposedly going to give that back and also 5%, which in reality they only gave me $11 back on an over $500 purchase, by my math that isnt 5%, i will never deal with this company again. Have tried 3 times now to find out what the problem is and nothing from them possibly will be cancelling the order here in the next day or so. Tip for consumers:That they dont have any customer service skills and that they do not communicate with customers. Products used:2 pair of glasses Service Value Shipping Returns Quality Date of experience: January 1, 2025I ordered a pair of glasses on the eighteenth of this month and paid for next day delivery. The order entered production and said that it would be ready for delivery in about six days. Seven days passed and I got an email saying that delivery was delayed and it was expected to be delivered the next day. It's now four days later and still no glasses. I tried calling the customer support number, but you just get an automated message tree that loops around in circles and doesn't get you to a representative. I went to the live service chat on their website and (surprise) was met with another bot. It said that the glasses were in production and would be ready in six business days. What happened to there being a delivery delay? I finally got connected to a representative over the chat. And they told me nothing, and did nothing. They just said it would be passed on to the production team and I could expect a response in two business days. Completely useless. I need my glasses in a timely manner, and I need clear communication about delays. Not nonsense about delivery delays and promises of a one day delay in delivery while the glasses are *actually* still in production. And based on the fact that the timeline on production hasn't moved, it seems they may have not even actually entered production. Edit: I just got an email saying the order shipped and will be delivered in 7-10 business days. Nothing about the timeline on the production makes any sense with what they're saying. And now I have to wait at least another week to be able to see clearly. Outstanding. Date of experience: January 29, 2025None of the options to upload/ change precriptions work. Which leaves consumers to submit to an unmonitored email address. They need to start ensuring the process flow for data tranfers actually work. Products used:Glasses and Contacts. Service Value Shipping Quality Date of experience: January 31, 2025I ordered 2 pairs of glasses on 12/10 and I don't have them as yet. I have contacted the company by phone and by chat and they are unable to find my order number in their system. I have had conflicting information about delivery 12/23, No, 12/24 If I ask a question that is not on their script they have no idea what I am talking about. The tracking number shows that the glasses have not been sent by the company, so how can they deliver them if the tracking info says, "December 19,2024 3:46am Shipper created a label, UPS has not received the package yet" Never again will I give my money to this company. Date of experience: December 24, 2024Says 6-10 days shipping its been 11… Says 6-10 days shipping its been 11 business days and not even shipped yet?customer service is automated unless you pretend your buying again then you get a person. The 24/7 live chat is automated too? Save yourself a headache buy somewhere else. The escalated my order and said we will give me expedited shipping when order goes out dont do me any favors how about partial refund? Products used:glasses Service Shipping Date of experience: December 5, 2024For past 4 days the status says "label created but UPS has not picked the glasses". UPS site says the same but their useless customer service has only one option - We can't do anything, just wait. And the status says - Last Updated: December 3,04:44PM whereas currently it is 11:51 AM on Dec 3, so they have a future status. Service Shipping Returns Date of experience: December 3, 2024I Am extremely dissatisfied with my experience at GlassesUSA. It has been over 15 days since I placed my order, and I still have not received any updates on the status of my order. When I reach out to customer service, I am only told that they are "looking into it," but nothing gets resolved. The lack of transparency and clear communication is unacceptable. I placed my order expecting a quick and efficient process, but so far, all I've experienced is frustration. I understand that delays can happen, but the company should be providing regular updates and more information about what's going on. I have not received any convincing explanation for the delay, and that only adds to my frustration. Now, in addition to waiting for my product, I am dealing with terrible customer service. GlassesUSA urgently needs to improve its customer service and communication with customers, especially when there are delays. Products used:sungless Date of experience: November 15, 2024Do not buy from this company! I ordered my husband a very nice pair of prescription safety glasses for Christmas last year and added lots of upgrades like auto tinting and progressive lenses, so they cost almost $400 by the time all was said and done. He's had them less than a year and has only worn them a few times, but one day, the nose piece just fell off while he was wearing them. I contacted GlassesUSA to see if I could get them repaired or get a new pair under the warranty (or at the very least a new nose piece), but all they would offer me was a coupon for 50% off another pair. I tried asking for a manager several times but was always told I could be helped then and there. I got passed around to different agents but all any of them would do is offer a coupon. I told them that was unacceptable and that I was not about to spend another $175+ to replace a pair that literally fell apart. They didn't even last a year! I wouldn't even they had normal use/wear and tear because he only wore them two or three times for a few hours each. Unacceptable. They do not stand behind their products at all. Tip for consumers:Their policy is simply to offer a coupon instead of actually addressing the problem. And let me be clear, the glasses broke due to faulty workmanship and/or poor quality materials, but they do not care. Products used:Glasses Date of experience: December 3, 2024This company does not have customer service. The updated the status an unexpected problem with my order and i would be contacted. No contact has been made. Every attempt to communicate with this company is met by an automated wall of no information. I tried the chat. No update, calling no update, faked placing an order to get a human on the phone only to be admonished sales can't help with status in broken english. It's been two weeks, my glasses are paid for and all I have is an app with the same status, unexpected problem with my order and i will be contacted soon. Soon with this company is when hell freezes over. I'm pretty sure they have scammed my $380 dollars. If and when the glasses show up, I'll update my review. Just based upon on their purposeful impenetrable wall of no information customer service - go try any other online vendor. You can't do worse. Service Date of experience: November 13, 2024Terrible experience! Still trying to get my money back! Paid for expedited shipping, Supposed to take 6 business days in production, it's been 4 weeks. I was guaranteed they would ship out last Monday. They didn't, so I called to cancel my order, they told me to call back. Their systems were down and they couldn't cancel orders. I asked to speak to a manager, she told me no, and said to call back tomorrow. I ended up going onto the chat, first live person I got ended the chat after 15 seconds of waiting for me to answer a question. I was typing. Second person, after typing please cancel, over and over, gave me a link to cancel. Went through the link, cancelled order, thought all was done, waiting for the funds to hit my card. Now I get another email telling me to go through the process again. I try, and it tells me my order is non cancellable. This is after the previous process tried 2 separate times to have me get store credit instead of refund. The last one was 120% store credit in lieu of refund. Now I get to call my credit card company and start a claim. Don't make the same mistake I did and order from them! Service Value Shipping Returns Quality Date of experience: October 19, 2024This company is tricky. You will search for a frame, for example I found a frame I liked which was 'on sale' for $186 but the frame price went up to $310 after I added my lense options so the total with lenses went up to $678. I was trying to understand why the frames went up. I finally chatted with Ryan who was not helpful at all and quite condescending. He kept telling me that the frame and lenses are separate, which I understood. He was also quite impatient with me. I shared a screenshot of my cart and he still wasn't helpful and ended the chat abruptly so he could "help other customers". It appears that this company uses many different coupon codes and I feel like it's to intentionally confuse the shopper and you're not sure if you're really getting a deal or saving much. Plus a coupon code I was emailed this morning wasn't even valid after trying to apply it, even after I deleted the current coupon code. This company should not confuse the shopper with so many codes. It feels dubious. And you can't speak to anyone, I tried and none of the options in their phone tree were applicable to me, so I was hung up on. The chat was unhelpful to say the least. While I would have loved to purchase the frames and lenses, I felt totally disregarded and unappreciated as a potential customer. Tip for consumers:Didn’t feel confident in this company customer service. Products used:None, didn’t feel heard, valued or appreciated. Service Date of experience: October 13, 2024We have had good experiences in the past. BUT. My elderly mother ordered glasses in May of this year, and from the time she received them, complained they made her dizzy. She finally went to her eye doctor who found that one of the lenses was in the frame upside down! When mom called GlassesUSA to exchange the glasses, she was told that the return window was closed and there was nothing they can do. What? We are still trying to return the defective glasses to get a credit for a future pair... no luck so far, but we will keep trying. My elderly mother ordered glasses in May of this year, and from the time she received them, complained they made her dizzy. She finally went to her eye doctor who found that one of the lenses was in the frame upside down! When she called customer service to exchange the glasses, she was told that the return window was closed and there was nothing you can do. Reason I chose this business: Good experience in the past. Hoped for better than what happened this time. Service Date of experience: September 15, 2024I'm extremely disappointed with my experience with GlassesUSA. I paid $16.81 for 2-day overnight UPS shipping, but my order was delayed by weeks with no clear communication. To make matters worse, they shipped my glasses using a slower, unreliable postal service. Instead of getting what I paid for, I was offered a refund for the shipping—which I didn't want. I wanted my glasses delivered on time, as promised. The entire process has been frustrating and dishonest. I would not recommend using GlassesUSA, as they don't honor their commitments or provide adequate customer service. I regret trusting them, and I'll be sharing my experience on social media to warn others. Date of experience: September 7, 2024Been buying glasses here for over 10 years, but that just stopped. The headline says most of it, but there are a couple more things: can't talk / chat to a human being, even though Glasses USA says it's "live chat", didn't / haven't responded to 3 emails to their service department and no invoice / statement with the glasses. I did receive the correct frames though. I very poor customer experience. Please see above comments. Reason I chose this business: With this order? Wish I hadn't Service Date of experience: July 21, 2024I have always had great success and customer satisfaction from GlassesUSA. Reason I chose this business: Price and selection. Date of experience: June 30, 2024 loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) Steve G. Florida 1 review 1 helpful vote Follow Steve G. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “Excellent response to an issue….” July 25th, 2024 Verified purchase After several weeks, a special coating on sunglasses purchased from GlassesUSA failing. I contacted this company online and was asked to send a photo. Within a day or three, I was informed a new pair was in process at no charge. They arrived yesterday and I am a satisfied customer. An additional pair of clear prescription eye ware ordered at the same time. The process was easy, uploading a prescription, and the product as advertised. Pleasant and efficient. Reason I chose this business: Reviews of others’ experiences. Service Date of experience: July 15, 2024Everything went very smooth. My prescription of progressives for some reason is difficult normally and they have to return them. Not Glasses USA. The prescription was perfect. Will be back again. Reason I chose this business: My eye doctor wanted 600 for my progressives and cheap frames. Did research and Best reviews. Date of experience: July 11, 2024Was disappointed on how long my order took to get to me, and the packaging in which it was shipped. My order arrived smashed as well as the original cases of the glasses. Luckily the glasses where not damaged but still zero points for presentation. Probably my first and last time shopping here. Reached out for update on my order, and the rep was able to update and get my order shipped out. Reason I chose this business: Easy process and wide selection of glasses. Service Date of experience: July 18, 2024Process took twice as long as expected. Called after 3 weeks only to be told would be another 10 days. They did upgrade delivery but USPS delivered to wrong address. Cannot verify glasses fit as now out of the country for a month. Don't think I will use them again After 3 weeks was told that glasses would be another 10 days before shipping. Did upgrade shipping, but still used usps who delivered to wrong address and took another 5 days to locate delivery Reason I chose this business: Choices and expected speed Service Date of experience: July 5, 2024Reason I chose this business: Choices and speed Date of experience: June 7, 2024 loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) Chris D. Virginia 1 review 1 helpful vote Follow Chris D. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “Customer Service” July 5th, 2024 Verified purchase I guess you get what you pay for...Horrible customer service. Text dialogue with chat bot was a lesson in frustration. Prescription sports glass strap failed after 10 uses... Took them two weeks to finally get back to me with an "Oh Well" response... "past the 14-day return window". All I was looking for was to BUY a replacement strap. Way too hard. Service Value Shipping Returns Quality Date of experience: June 25, 2024This is the third order that I have made with glassesusa.com in the past year that has been made incorrectly from my prescriptions that I have sent photos of, and dealing with returns when it is incorrect is a nightmare. When you can no longer make returns, you have to go out of your way to go to a different optometrist locally and have them scan the lenses to prove that glasses USA made them incorrectly, they don't take your word for it. You have to go out of your way to prove it to them and then wait weeks for a response, Hoping you get your refund. Having to prove to customer service that they did not do their job correctly or make the glasses correctly is a nightmare, I should not have to go out of my way in my personal time to go to a different optometrist to get a reading on the lenses to prove that somebody did not make them correctly, and then waiting for days or weeks to get a response or a refund. When I wanted to return glasses because I didn't like them, there were no issues, but every time I wanted to return the glasses due to a customer service issue or a manufacturing issue, it has always been extremely difficult and I will not be dealing with them again. Reason I chose this business: Because I had store credit, no other reason. After I get this pair of glasses resolved and refunded I will never use them again Service Date of experience: July 21, 2024I got tired of waiting for my glasses after waiting a month, so I cancelled my order. Three days later I received notification that my order had shipped! Really terrible customer service! I don't even want the dam things but since I paid for them (because of course they didn't process the credit like they said they would when I cancelled) I will see if I even like them once they arrive. Service Value Date of experience: July 9, 2024I used the virtual try on and it worked perfectly. I love my new style of transition glasses. It's different from the typical black frames and I'm so glad I went outside my comfort zone. They are a hit. Reason I chose this business: My husband used them and loved them. Date of experience: July 2, 2024They are amazing and I can see clearly they function how they should. But there is a issue when cleaning them sometimes the lenses will pop out I can push they back in but it worries me I might have gotten a faulty product. Reason I chose this business: I've order from u before and have had nothing but good experiences. This is the only time I've had a issue. Date of experience: July 9, 2024I found the shopping experience frustrating. I wanted to use a promo from work and the regular price of the glasses kept changing depending on what promo was added. The glasses themselves are decent. The quality is good after adjusting to fit me better. Reason I chose this business: Work promotion Date of experience: July 8, 2024It took 21 days for my order to arrive. I will give two stars because when they finally came they were great glasses. If you have problems with your order don't expect to be able to reach out and talk to a live person. Was not able to talk to a live agent when there was issues with my order. I had one brief email correspondence wich was good, but after that I couldn't get any real feedback or help....It was email silence...I thought I was being ripped off honestly. It took over twice as long as advertised (21 days). That being said I was refunded a portion of my bill wich I am greatful for. Reason I chose this business: I heard they carried good products. Service Date of experience: June 21, 2024