Glasses USA
Reviews and Complaints

Below are emails that I have sent to USAglasses asking for an ill fitting pair of glasses. the process started in early May. I keep sending inquires but no luck. I have sent the item back several weeks ago.
Clyde Fugami

From: GlassesUSA
Sent: Wednesday, May 29, 2019 8:40 AM
To: Clyde Fugami
Subject: GlassesUSA - Returns Dept. - Request Recieved

##- Please type your reply above this line -##
Dear Clyde Fugami,

Your request 2442677 has been received and is pending review by one of our dedicated returns agents.
Please be advised that during the returns process our agents will usually get back to you within 2-3 business days.

To add additional comments please reply to this email.
Thank you for your patience.

The GlassesUSA Team
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[GlassesUSA] Return request for order # [protected]
GlassesUSA
Mon 5/27/2019 12:31 AM
##- Please type your reply above this line -##
Your request (2435314) has been updated. To add additional comments, reply to this email.
Chloe Campbell (GlassesUSA)

May 27, 00:31 PDT

Dear Clyde,

Order # [protected]

Thank you for choosing to shop with us.

We are sorry to hear that your glasses didn't meet your expectations.
That is exactly why we have our 14 days "no questions asked" return policy. To see our full return policy click on the following link:

https://www.glassesusa.com/terms-and-conditions#RETURNPOLICY

In order to start the return process please click on the link below and fill out the RMA form:

*Please note, the RMA form must be filled out from a computer and not a mobile device.

https://www.glassesusa.com/rma

** It is the customer's responsibility to ship the glasses back within 6 business days of receiving the return shipping label, otherwise your return will not be processed.

Please be sure to save the tracking number for your reference.

In addition we only have medium size available for the Muse M3292 Shiny Black frame that you ordered.Kindly check our website for an alternative frame with smaller size.

Should you have any questions, please email us at returns@glassesusa.com

Sincerely,
Chloe Campbell
Your Vision Care Specialists at GlassesUSA.com

I have been shocked at how poor the technology of this company is. I uploaded my prescription 2X and it was not available. Then I emailed it on two separate occasions and they could not find it. After nearly 30 minutes on the phone with them and sending it to another email address they were able to receive. However, my order still does not say it was received. Customer service is offshored and not with a good connection or any real desire to make customers happy.

I am thoroughly disgusted with the poor service I have received from Glasses USA.

As of yesterday, it has been 5 weeks since I placed my order (October 5) for one pair of glasses, as confirmed in an e-mail I received.

I received a second e-mail (October 15) informing me that my glasses were ready for delivery.

I still had not yet received my glasses, nearly 4 weeks later. I phoned and received no meaningful explanation. by then I was getting pretty frustrated and angry.

I phoned the company yesterday--five weeks and counting--again with no results. I was told that my glasses had only reached "the post office" on October 29--two weeks from the time I was informed that they were "on their way." (Which post office wasn't clear, although I imagine it would be the main post office in downtown Chicago, where I live.)

After that call, I decided to file a complaint with the Better Business Bureau last night, which now appears on the BBB website, as well as having been forwarded to GlassesUSA (GU). I then sent an e-mail to GU telling them what I'd done.

Big surprise, I received an e-mail from G.U. today. No apology, but someone at GU FINALLY thought to check my mailing address. Apparently my glasses were mailed to "1 Chicago, " and returned to GU.

In the e-mail I was requested to send my correct mailing address so my glasses could be resent, meaning I WOULD HAVE TO WAIT SEVERAL MORE WEEKS TO RECEIVE THEM!

No offer of expedited shipping, no "sorry for the terrible inconvenience and AGGRAVATION we caused."

Needless to say, I cancelled my order and will receive a refund.

What a bunch of jerks.

I'll be visiting my local Warby Parker brick-and-mortar optical store this week.

The frames they provided with is for a child.

The frames would fit a small Asian woman's head.

I am American. My head and face are larger.

This company is ripping people off.

I have reading glasses that I bought for $3.00 that look and fit better.

I paid for expedited shipping but it took a month. Everything they do is done from the Philipines. They have a ghost operation located in NYC.

You cannot reach the 'USA' - it's all phillipines. And I don't do business with the Phillipine Nation. We have no treaty.

Sent me the wrong prescription. Since the glasses were supposed to be a spare pair, I didn't realize the problem until the 14 days expired. Then they refused to help. Finally, they asked for proof of the error, effectively waiving the return period expiration. I sent a picture of my glasses along with their issued prescription card that did not agree with the first pair I bought from them. And did not agree with the profile I had created on their website. They would not accept that as proof! Horrible experience. All I asked for was a correct pair of lenses that I would install myself. Bottom line is that no one should consider buying glasses online. Pay the extra $5 and have a local optician take the proper measurements for best fit. They really don't care if you submit Pupillary Distance (PD) and they totally ignore the Optical Center. YIKES

I am having issues getting a refund for my glasses purchased from GlassesUSA. I had returned my initial pair of glasses because I did not like the fit. When I got the second pair, they were damages to the frames and lenses. I filed a second RMA, but I was not getting any response from GlassesUSA. I followed up with an email but still was getting no response. I ended up purchasing glasses from another vendor. I finally was able to connect with a service representative via chat. They said that due to policy, I could only exchange my second pair or get store credit. I explained my situation and how their company had not responded so I had to go elsewhere. They said based on that they would be putting through a request for refund. Once my request was received by their refund department, they rejected it restating their return policy. Twice now I've explained that their non-responsiveness had led me to another vendor, and both times they simply restated their return policy.

I ordered glasses online and it told me my glasses will be shipped to me within 3 days, and after 3 days passed I've received another email saying It's out of stock and I need to pick an another glasses, so i called the customer service and they told me I need to cancel my own order which would make me not receive 100% money back because lens already went in production.

I too fell victim to this evil companies games of lies and stealing money. I ordered glasses on April 20th with the 3 installment payment plan. I got an email saying that my glasses had shipped 6 days later. For about a week I kept checking the USPS tracking number provided me and it kept saying that the label had been created but the carrier hasn't recieved the package yet (which means they never sent it). I called Glassesusa to inquire about the shipping, because they had already taken out the first payment. First they said they shipped it on the 23rd, but the email I recieved and USPS said that the label was created on the 26th. I was also yelled at by the customer service representative (Who I swear is the same person everytime you call) because I kept calling to make sure they didn't start the 14 day return policy because I recieved another email saying we hope you are enjoying your new glasses, but I still had not received the glasses. He was so rude that at that point I was disgusted with this company. I kept calling to inquire about where my glasses were and they said they would have to forward it to the delivery department for further review. I would get emails saying that they are still looking into the matter and finally I got a message saying that as part of their terms and conditions they are not responsible for the glasses anymore once it leaves their facility. I was so pissed I called them again demanding answers. They told me to call USPS and I did and they said they still haven't received a package. I called them back to tell them what USPS told me and they finally sent me an email saying we are sorry but your glasses got lost in the mail [censored]! They never sent them). Apparently, I ordered the last pair of glasses in the style I liked, so they offered me any price replacement glasses that were not premium glasses, store credit or a full refund. I did not like any of the other glasses they offered and was so over this company I opted for a refund. I replied to the email I wanted a refund and no response so I called them and told them I want a refund the guy said he was processing the refund and should see it within a few business days. Well now today I can see almost $84 (which is the last two payments) pending as a DEBIT! Not credit! I called them yet again and the representative said since I chose the 3 payments option they have to charge the full amount of the purchase to refund the full amount instead of just cancelling the payment plan and refunding the first payment. Like does this make sense to anyone? Why didn't the guy who said he was going to refund my money tell me they were going to do some shifty underhanded [censored] like that?! They are scammers! I have to cancel my credit card now and dispute the charges because I do not trust them! DO NOT! I REPEAT, DO NOT DO BUSINESS WITH THEM!

Thank goodness it doesn't happen very often in life, but you occasionally run across one of those companies that should not exist because they have a horrible company culture and do not get anything right! Glasses USA is one of those companies. They seem to endeavor to find a problem with your order so that they can stop it from going to production. There is a very noticeable amount of infighting between the internal departments, calling each other incompetent idiots in front of customers. In my two experiences with the company (each with an order for two pairs of glasses); they charge your credit card immediately, but lose the order and took nine weeks to fulfill one order and eight weeks to fill the other. The final order, they sent two pairs of sunglasses when one was supposed to be normal glasses with transition lenses; and it was silver instead of gold. (I have never owned a pair of silver glasses in my life.) And if you need warranty service, it took over five phone calls and eleven emails over eight weeks to get their attention! So am I supposed to send the glasses that need replacing and let them lose them and forget all about it? That would be foolish, wouldn't it? My advice, run, don't walk, away from Glasses USA! And they have existed for ten years now? Horrible company that does not deserve to exist because they do not care whatsoever about their customers!

3 times glasses usa has tryed to take 306.95 from my acct i never placed any order or never authorized any money to be paid to this company never heard of this company till they have tried to take money from my account please stop any payments for something i never ordered or i will take legal action againsnt glasses usa and file charges with the better business bureau.

Almost 6 weeks later, I am still trying to get a credit card credit or a pair of glasses. Additionally, not only will they NOT issue a credit card credit, forced a "Store Credit" and now they arbitrarily REDUCED my "Store Credit" for no legitimate reason other than to take advantage of a customer. NEVER AGAIN. DO NOT USE THEM.

Parent Company - Optimax Investments Company - Tel AVIV company - USA locations https://en.wikipedia.org/wiki/GlassesUSA#cite_note-6

This is for information only, I have nothing against ANY foreign companies doing business in the US. I just thought you should know.

Please read all the reviews, especially the negative ones about not getting a refund. They do not want to issue a credit to your credit card under almost any circumstances. READ ALL WEBSITE INFORMATION VERY CAREFULLY. If you need bifocals or Progressive glasses you can almost be assured to have problems. They will only issue store credit - which forces you to buy something from them or forfeit your entire purchase price.

Bi's and Prog's require an Optometrist and/or an Optician to correctly measure not only your prescription but measurements needed to correctly fit your glasses. Without those specific "frame determined dimensions" you will not see correctly, you will try to return glasses, get a store credit and around and around GlassesUSA will take you.

Did I mention that you should very carefully read their website information because they WILL use it against any attempt to get a credit on your credit card.

There are dimensions which absolutely require the exact FRAMES in order to measure the height of your eyes in reference to the frames. GLASSES USA not only minimizes the importance of some dimensions on their website but they don't even mention others. Then you order, send them back, get issued a credit and on and on it goes.

I ABSOLUTELY DO NOT RECOMMEND GLASSES-USA.

Purchased prescription glasses on line but the coupon did not take so I called right away. I learned the coupon used was not the best one so asked if the Customer Service Rep could use that one, or to cancel the order and start again. She stated, that is not necessary, I will do it for you and then the billing office will send you a credit.

After the glasses were received, I received an email stating that the coupon was no longer valid and I would be getting a credit of $48.00 verses $100 for the order. Sent an email to the person that helped me. No reply.

I do not intend to do business again with them unless resolved.

GLASSESUSA Incorrectly filled my prescription 4 times in a row according to my eye doctor. Re sent prescription 2 times. No refund offered only exchange. Wasted 4 months trying to get glasses that I could see with PLUS am out $200. Numerous phone calls and emails. Still no resolution. Long shipping times because they ARE NOT a USA based company. State of Florida consumer protection contacted GLASSESUSA about my issues. No response from GLASSESUSA. The worst internet purchasing experience ever! Stay away from these scam artists.

Glasses USA is a complete fraud company. My husband ordered glasses from the website on 6-Nov17! On 10-Nov-17 we were informed that glasses were delivered through fedex on 7-Nov-17 and were left at the front door. So we called glasses USA and informed we never received anything. They conviniently shrugged off and asked us to call fedex! Last over a month that's all we have been doing. Call GlassesUSA then call fedex then repeat! First I don't understand how could they prepare the glasses so fast and even deliver it the next day! It's a total fraud!

I ordered a pair of prescription glasses from this company. I paid 221.00 up front expecting to get a pair of glasses I could use. I got the glasses and the lens were wrong and I could not see out of them. I sent them back and they sent me another pair with the same problem. They did not follow the prescription and I could not wear the glasses. I sent the second pair back with a request for a refund and I haven't heard from them since . This whiled thing started Aug 7th and I would have hoped it could be resolved by now! I also sent a copy of the prescription to them twice so they could get it right. This was done to no avail. Now after so long it is almost time for me to go back to see the eye Dr. So the prescription will be wrong. I would just like to get my money back! Thank you Judie Turk

I ordered non prescription frames for $38.00 they were too big so i returned them. I ordered them in Feb 2017, the transaction cleared my bank . I used the shipping label you provided and still today i have not received my refund. I have since read all the negative reviews for company and it seems yall have taken a lot of people money. Yall are a deceptive business because of bad business. If you are reading this complaint please do not ever shop at Glasses USA, they are a big rip off. It does not take 8 months to refund $38.00 i still do not have my money. Yall need to revise your policy on returned products. I will NEVER shop here again! I hope you got rich off my 38.00. GOOD RIDDANCE FOREVER.

Purchased the 20/20 Warranty (If prescription changes within time of warranty the lenses will be upgrade at no additional cost). I submitted a claim and was told I would get instructions within three (3) days on how to proceed. It has now been seven (7) days and my email messages are not responded to. Watch out for this company as they do not crae about supporting something a customer purchases.

I ordered frames and the progressive lens package with anti-reflective coating, to include a light gray tint. What I received was ALL WRONG!
The tint was too dark, the anti-reflective coating was not included on the lens, and the visual prescription was totally off. After returning the eyeglasses twice, the anti-reflective coating is still not included on the eyeglass lens. I am convinced that there is no intent to provide the product as I have ordered and paid for. I wanted to return the eyeglasses for a full refund and was told that I had utilized all return options and nothing else could be done. The eyeglasses are un-wearable because of the glare seen on the inner lens and the prescription was checked by my optometrist who confirmed the eyeglasses are not filled correctly. I WOULD NEVER USE THIS COMPANY AGAIN AND RECOMMEND THAT YOU NOT EITHER!

I saw this company on line so I decide to give them a try, so I sent my prescription in thinking it would be processed. So I eventually called to check on my order, the message was that my prescription has not not been received so I e-mailed twice in one day. The next day I called and got the same message and later on called and talked to a live agent she claim the attachment could not be opened I was like what the...! so I e-mailed them 3 more times (pretty up set at this time)I faxed it as well so I waited and called back the man claim they have it and my prescription status will change. This so rediculous to have too e-mail this many times and fax its been two days so far and yes they have been paid. I should not have to call and find out something is wrong with my script I would of still been waiting glad I called. Tomorrow will be day three and I will be back on here if there is more problems. They should began production as well uhhgg! i guess cheaper does not mean better. I also paid for express shipping wonder how that will play out?

Glasses USA has a “virtual mirror" feature on their website that’s supposed to show a true representation of how the glasses will fit. I've used this feature to purchase these pair of glasses and they do not fit at all. The glasses in person doesn't fit anything like the virtual try on feature advertised. I even spoke to a supervisor Art, (Feel free to pull our phone call from
Sep 3, 09:40 PDT where he even admited that they feature is not as good as advertised). Even your supervisor advertised that the virtual mirror feature wasn't as accurate as they advertised. These Michaels Kors Adrian IV glasses that fit nothing like advertised. It is huge, chunky and is practically falling off my face. The lens's prescription are also off, and is giving me massive headaches, so the glasses are unwearable. The company have refused to send me a shipping label to have it returned, and they still have not answered my 4 requests for a RMA. This is definitely a very complicated and smart scamming website. Requested a call back from a supervisor 36 hours ago, also sent an email and still no response. I've already put in 2 tickets, sent 3 emails, sent Facebook posts and face book direct messages, and still no one has gotten back to me with a response. I feel like I have to jump through hoops just to get my money back. If you ever have to return your product, prepare to constantly have to reach out just to get a person to help you and jump through a lot of hoops just to get your money back. Definitely not a good start when it comes to customer resolutions. I'm still waiting to have a shipping label sent out to return these glasses. Plus, you only get 2 returns until they refuse to have the glasses returned again. So you have a high likelihood of being stuck with a pair of glasses that you absolutely hate. This is what it takes to finally get a representative from this company to reply: 5 negative reviews on multiple review sites. That’s right, I had to leave negative reviews on 5-7 review sites like just to get a reply. I've been back and forth with a Michelle M. I've requested a shipping label be sent atleast 5 times so far. Nothing has been sent. This is exactly what I meant by having to jump through hoops just to get to these people. Buyers be warned. I'd warn first time buyers from purchasing from this website. Being an online company, you would think they would be more accommodating, as consumers don't have the convenience of trying the glasses before we buy them. They encourage use of their virtual mirror, which isn't a very accurate representation of what you receive ( which, again even your supervisor, Art B. stated in our phone call that it's not accurate and he had reported it to another department o make it a better representation. Feel free to review our phone call from September 3). I’m still jumping through hoops to get my refund. The supervisor still has not called me back, and their returns department still has refused to send me a shipping label to have the glasses returned. Additionally; the representative says their supervisors can call within 24-48 hours. That's funny, because the email you sent said a supervisor will contact me shortly. I didn't know "shortly" could translate into 1-2 days. I refuse to be stuck with a pair of glasses that I can't even wear. I have contacted your customer service multiple times and still have not received a response other than denying my refund and a link to your returns policy. No one has even asked if I would like to exchange the glasses, which is already breaking your own policy. I don't want an exchange, I want a refund. I want a refund of my money. I'll continue posting my dissatisfaction until I get my money back. I will never shop at this website again, and I'll gladly discourage others from purchasing from this website. For the 6th time already, I don't care about the decision of your Returns department. Send me a shipping label so I can have these glasses returned and get my refund.