Glasses USA
Reviews and Complaints

It took 16 days for them to start production on my glasses. They gave me a $2 credit for the delay... I'm still waiting for delivery, maybe tomorrow, Day 20. I could have spent almost the same amount of money and been using the glasses for the last 2 weeks.

Also, how can they say they have over 3 million happy customers? Do they have over 3 million happy reviews? They may be able to say they have over 3 million customers, but their statement of happy customers violates truth in advertising without the reviews or other proof.

I have bought several pairs of prescription glasses from Glasses USA and have been pretty happy with them, just one I think was poorly executed but lived with it. I was was also pretty happy with their customer service when I needed to use the extra insurance I purchased with each pair. However, something changed and now they offer the worst customer service experience ever. To file a claim on their site is not user friendly, they have a chat feature that never works but always being worked on and you can no longer speak with a live representative. Oh, and the email link for filing a claim responds back letting you know that that particular mail box is not actively monitored and when you click on the link provided it takes you to a live chat that doesn't work. I recommend anyone considering Glasses USA to reconsider and search for an online company with better customer service reviews. Sorry to say good-bye to what was once a great place to buy glasses but a company is only as good as the post purchase service it provides.

This company is a scam They took my money, $421.40; they stated that the glasses were delivered but I never received them, they only want to issue a $74.00 refund; and to top it off, you can only speak to them via a chat platform, and all they are saying is that they are sorry they are working on it. I placed a complaint with the Better Business Bureau.

I recently made the mistake of ordering frames and high-end lenses from this sham company. After immediately charging my credit card, Glasses USA (an Israeli company that apparently has received investor funding according to Wikipedia) i) failed to inform me promptly that they don't have the frames; ii) ignored my email messages; iii) failed to maintain a functioning "customer service" line (the phone menu doesn't respond to prompts); and iv) refused to refund my credit card. Thus, I filed a credit card chargeback. Thereafter, I procured the identical designer frames with better lenses from a UK company for half the price. "Glasses USA" (גנבים ישראלים) needs to be stopped.

Spent $350 on a glass and waited for over 2 weeks for the shipping. They sent me the wrong size and my glass doesnt' fit me at all. I tried to contact customer care and there is no real person to talk to. So, I sent email and there is no response from them at all. I finally was able to chat with the so called live agent (but it seems a bot) and it says I will receiving an email from them with a shipping label for a return and a store credit. But I never received anything. This company is a SCAM! BEWARE! Don't Buy Anything From Them!

To prove my claim, I'm attaching these 2 screen shot of email and chat.

i was drawn to use this company by the sale they had going. I ordered my daughter's glasses and paid for the fastest shipping available. First, I got an email to update something on the prescription which I understood. There were no directions on how to get them the update. At this point I attempted to contact the company for some direction. The chat is all automated and the phone sends you in a loop with no option to ever speak to anyone. I responded to the email with the information and it updated. then I get a shipping notice that I did not see for 3 days so I check the tracking just knowing that I would see they were delivered or at least a date to expect them. Instead I get something showing DHL had received the information but nothing else. At this point I try calling them back. This was going on 2 weeks and my daughter had lost her glasses and seriously needs them. Once again absolutely no option to speak with anyone. In an effort to save a few dollars and have the convenience of home delivery I have made my child go without glasses. Never again.

Made n order with Glasses USA on May 8 for i pair of sunglasses and 1 pair of spectacles. On June 3rd they advised that the spectacles were delivered and returned to Glasses USA. Glasses USA had my full name and delivery address of freight forwarder, however Glasses USA never included my name on the address of the freight forwarder. The parcel was correctly returned to Glasses USA as the forwarder never knew the final destination. All efforts to reach Glasses USA failed. A bad Company think twice before you deal with Glassses USA

I placed an order [protected] on December 11. I did not get an update email until Dec 25th that there was a delay in my order out of their control, but it would be shipped in 3-6 business days. On Jan 3rd I get an email that my frame is out of stock but that I can change to another pair within 25 dollars difference. I chose another frame that was comparable to my original frame and now they wanted more money since my original ones were on sale when I ordered them and wanted over 60.00 more. My frames were in stock when I placed the order. I ended asking for a refund since they would not give good customer service and understand that this was their fault and should have not charged me extra for a comparable frame. Very bad customer service.

I returned the glasses because one lens was no correct. This was at least 6 weeks ago and I haven't heard from you regarding this issue.

My name is Joseph Richey and my email is [protected]@aol.com. Your system keeps asking for my order number but I don't have it.

I would like to cancel my order and get a refund for my purchase. Can someone please help me?

I don’t know what you all are doing but I would like to get information on where my glasses are. Order # [protected] appears to be stuck in Mableton Ga. for 5 days, where are they? I ordered them on 8-30 of this year, and I received a message they arrived in Ga on 9-13 of this year, and as I said “WHERE ARE THEY”? You are a pathetic company, if I had known your company only had a 1 and 1/4 rating I would’ve never have ordered them. Good luck on your company’s demise cause that’s where your going!

I ordered my daughters glasses on 8/14/24. I have not received them but have received emails stating they were on there way and would arrive weeks ago. I can not reach a human to find out what the delay is and now my daughter has had no glasses for school. I am VERY disappointed with this company and their customer service. The order # is104810079. I would like a human to contact me to clear up this situation.

I placed an order for a pair of glasses on July 20th and still have not received them. I am not able to get ahold of an actual person as everything with this company is AI. I paid extra for faster shipping. My order # is [protected]. I either want the glasses I ordered or a refund as you have already taken the money from my account. I feel I am being scammed.

Tina Bates
[protected]@msn.com

I placed a glasses order on June 21, 2024. My card was charged, order was updated as delivered on July 2nd. I never received my order. I called their [protected] number to speak to a live agent - to no avail, there isn't even an option to speak to anyone-they keep directing me to their website or SMS text option features. I tried the chat option on their website - USELESS! I sent emails, I got a message stating that the email address isn't actively monitored.

I have exhausted all options given to me in rectifying this situation, so I called my credit card company and disputed the charge. They will get nothing from me!

The last time I ordered from GlassesUSA was 2 years ago and I never had a problem in the past with them, hence, why I ordered with them again. Clearly, things have changed since then and the level of customer service has become non-existent.

I am taking the time to write this so that you don't incur the same thing that I just dealt with.. don't bother purchasing from them.. I know I won't ever again!

On 6/08/2024 around 1:30pm on Saturday afternoon I ordered Amelia N. Nettle pair of glasses. The total being $157.43. I screen shot the receipt order and I never received a confirmation email saying the order was processed. Order number is [protected]. However, the money was taken out of my account on 6/10/2024 of $157.43.

I can not track the order because they can not locate the order number, my name or address or number. There no way of speaking with an actual live person because it’s all done by virtual assistant. You are very limited on what to say about your order. I tried emailing usaglasses and what they have on their website for email is not an email they check or receive emails by customers.

The following day on Sunday 6/09/2024 I received a text message at 3:36pm saying my glasses are ready for production. My order would be ready 3-5 days. I paid extra to have order in 3-5 business days. Today it’s well past the 3-5 business days.

I have screen shot of the order and I have proof money was taken out of my account! Also screenshot of the text message they sent me.

Nicole Harmon

141 w wilshire ave

Fullerton ca 9283/

[protected]

How will this be resolved?!?!

I ordered a pair of glasses. After receiving then I returned them because they were waaay too small.

I did the chat crap and got NO help.

I sent them back 4 weeks ago and put a note in the return explaining I need the same style/prescription in a LARGE size.

4 weeks now and had no email or phone call or update as to what is going on. I either want my money back or the glasses fixed and shipped.

I can never get a live person! I am pissed off and going to report this to the BBB!

Ordered glasses approximately three weeks ago. Paid for expedited shipping 3 to 5 days. Serviced status post production. Glasses landed in Georgia. One full week ago and label was applied. No movement since that time. Have not been shipped in the week. They have been sitting there to Massachusetts, where I live. Extremely angry about this and frustrated. Not able to speak to a human being regarding situation at all.

My daughter traumatized by her dad US Army Vet killed in 2022, she struggled enough from his death as she stopped communicating almost completely after hearing of his passing. Now at 5 making progress but Kindergarten is difficult due to the communication difficulties. She accidentally broke her glasses. She struggles with low self esteem and depression due to her dads death and her issues communicating and the awkwardness that comes with having a "angel daddy" which makes school and friends are hard. I ordered a replacement for her glasses urgently as her vision is bad. Glassesusa advertised how fast they are. Order February 20th today it is March 12th, speaking with customer service every day getting disgusting responses and no help and broken promises I reached out to Daniel Rothman CEO on glassesusa as my daughter was at risk of being held back as she was missing work due to her vision. He had the nerve to not help me with the order just told me he talked with Jack Winter, but then turned around and offered $100 credit good for 6 months to give these crooks more of my money and time! Jack Winter emails promising overnight delivery on the 12th and delivery on the 13th well no surprise they have not been shipped. So tonight after I left my daughters parent teacher conference I called customer service and they state they can't do anything. My daughter now gets to repeat Kindergarten as this has tremendous impact on her education. She has suffered with feeling confident as she already has communication issues now she's had vision issues which have held her back from her class and she was finally fitting in and this situation has caused her so much trauma. Most horrible customer experience and consequence i've heard of from a large corporation and to a daughter of a army veteran killed when she was 3! They aren't even USA based they are out of Jerusalem they should be banned from practicing business in the USA and my daughter should be compensated. My husband didn’t give his life so people could be treated this way it’s repulsive.

Tip for consumers:

don’t buy from them

No one has returned my online requests regarding a missing pair of glasses.

Order #[protected] was two pair of glasses, and according to DHL tracking it appears both glasses were packaged in one container. On Saturday 2/24 I received the package with one pair. Ottoto Polk Black is missing, and contacted your company via online chat that day, and was advised a ticket would be created and someone would email me. No email has been received, Either refund one half of the $307.00 payment I made February 5th or replace the missing glasses.

Please advise,

My order was supposed to take three days max for production and I ordered them the twelfth and they still say they are in production. I even paid to have them shipped quicker because I was needed them asap. I can’t get anyone on the phone to request my money back for the quicker shipping or to address the issue of how long it’s taking them to finish my glasses.

Again this was ordered on the twelfth! I can’t tell you how disappointed and frustrated I am by this process and not being able to talk to anyone about it

This people are scamming.. Took my money fast, but needing help took days and wasted my time... Disrespectful and very poor customer support led to my cancelled orders... Now getting some [censored] about delaying my refund... Remind you they took my money in 1 second, gave me nothing but headache, yet they want my business? I don't think so. I want my refund without delay... Awaiting refund of $737.00

I have received glasses two weeks ago ( Dec 23, 2023) from Glasses USA and they are so blurry that I cannot see with them. Order # [protected]. I provided them with a current Prescription but I cannot see with them without squinting. I have tried to communicate with their Customer Service but I am only going in circles. Thus, I am as a loss. Can you help?

Lens package

1.6 Index Lite & Thin Lenses - V-Pro Digital Free Form, Scratch Resistant Coating, UV Protective Coating, Premium Anti-Reflective Coating

Upgrades

Blue Light

Lens type

Distance & Reading

Representees and supervisors do not care about the customer. They would rather cancel the order than try to help even after stringing me along for weeks. They have been in limbo. After two weeks I called and spoke to Bruno who would never answer a direct question and hung up on me twice. Ashley the supervisor lied about what we discussed. Beyond disappointed. It appears from other reviews that this may be standard business practice.

Being forced to fax my eyeglass prescription because upn initiation of order prescription parameters were so narrow that they did not list my cylinder and axis requirements. Although my script being single vision. So, on11 21 FAXED PRESCRIPTION TO GLASSES usa.As they stated via email that they did not receive it. i\And was unable to enter into computer because the parameters given were not robust.Great balls of fire, it took me an hour and multiple calls to speak to a live person after being routed to several automated ques. What a frustrating afternoon.

I returned my glasses for replacements on September 11, 2023 and I haven't heard anything nor have I received my replacement glasses. I requested the lens be superthin, scratch resistant coating, UV protective coating(UV400), Premium Anti-reflective Coating, and a Free Prescription card due, but that was not done. I have attempted several times to find out what the delay is only to receive a recorded response. Please let me know what the status is and when I will receive my replacement glasses.

Order Number #[protected]

The USPS Tracking Number is: [protected] 59

Sent by USPS Ground Advantage Lightweight Return (9/11/2023)

You may contact me at:

Janet Leigh

8300 Sni A Bar Road

Kansas City, MO 64129

[protected] (Leave a message)

email: [protected]@yahoo.com

Sincerely,

Janet Leigh

2 pairs of glasses were received with the incorrect prescription in the left lenses. It appears a non- prescription lens was inserted in the left lenses of both glasses.

Theses lenses distort my vision.

I am requesting a refund.

I no longer want to conduct business with a company that blatantly ignores the prescription I sent to them, by using fake non- prescription lenses.

I have attempted to contact them by phone several times. They informed me they would send an SMS to my phone to have someone contact me; none have been received.

Today, I received an email advising to use their website to refund the glasses. There is no refund option available. I feel as if I’m getting the runaround from this company.

Order number #[protected]

mark llerena

glasses were james silver

paid a total of $86.09 which included tax of 7.29

tried calling eighteen times and they never answer the phone...Just keep sending you you to other websites.

When i went to the suggested location to return the glasses at fedex, i was told by fedex they would charge me an additional $15.99 to ship them back to glassesusa.Com

they sent me glasses that were not the same frame that i had tried on and agreed to purchase. The glasses were fitted to someone else like a child possibly.

I expect my total cost of $86.09 plus the return shipping by fedex of $15.99 to be returned.

This total is ...$102.08