GlassesUSAReviews 3,816

My experience with this company has been horrible. I placed my order on 8/19 and as of 9/13 I have not received my frames. They claim to have "shipped" them on 9/2, but the tracking number they gave me is phony. It shows the item has not been received by USPS. They claim the reason for that USPS is having an issue updating the tracking numbers. I doubt it takes that long to update a tracking number IF THE PACKAGE WAS EVEN RECEIVED. Terrible. And I can't even get a refund because they claim they no longer have the frames since they've been "shipped". I've been posting about my experience on numerous rating sites hoping to call attention to this and maybe save someone else the time, trouble, and MONEY.

I ordered two pairs last year and, instead of one pair sunglasses they sent both untainted. They never fixed error. I tried them again a few months ago. One of the two identical pairs (again spent $400) broke near the hinge. After sending photos of the broken set twice I called. "Email photos again and wait" (I did. "No, you can't talk to refunds, you can only email and wait - still no answer). Finally, guessed their customer service... it must be because you have no 20:20 replacement insurance" which was never mentioned, and shouldn't be needed for a factory defect after a few months. What a waste!

Never order anything from them not only did they fail to deliver my glasses that have been shipped out twice but it got to a point that they LOST my glasses. I paid extra money for shipping and guess what they shipped it to the local ups store without even notifying me and left it there for pick up despite my paying for it to be dropped at my address in advance. They are unreliable take no responsibility for their packages and all around trash.

I ordered my yearly supply of glasses. I have been doing this for the past four or five years. It has always been a while for them to send my merchandise but I have always gotten it. After the first time I realized they are just cookie cutter responses and made up emails about progress. Our quality assurance team is now inspecting... just a bunch of crap lines. This last order I purchased three sets of eyewear and within two days I received a UPS alert that I have a package coming from Thailand this week. Thought for sure I had been scammed or phished or spoofed, etc. On Friday sure as anything a package arrived originating from Thailand. When contacting glasses USA I got the standard response our lab/office is located in Hicksville New York blah blah blah we ship worldwide. I can understand the shipping worldwide but where the hell are these things made? I repeat My quarry to them And within two or three days I get the exact same response about being located in New York and shipping worldwide however it's a different "eye care specialist " that responds. Bottom line is, what's my beef? The thing is they are called glasses USA. And at least the last order I have purchased through them has come from Thailand which is not USA. So be it. Why the hell can't I just get a straight answer from somebody who is supposedly a specialist?

This is a reply to the response received for my last review dated 9/4. Unfortunately sitejabber does not let me address this on the actual reply:

GlassesUSA: I had send a lengthy, confidential email to your office with the exact same topics of concern. You chose not to address my issues but answered with a generic reply a couple of times. Why a lengthy reply now? If you had answered me professionally in the first place I wouldn't have posted this objective review.

To your points:
1. Is simply false and incorrect: The 2 frames in question are identical, you guys just gave it a fancier name. As a matter of fact, GlassesUSA does not carry a DC157 Capri, therefore your suggestion of returning the merchandise to be changed to the appropriate frame is not valid and simply false and misleading.

2. I did not ask for a brand new case. I simply brought the shipping issue to your attention.
But no, I did not know that I can "contact us at any time and we can provide you with a brand new case for your glasses at no additional charge? " Damaged cases are not mentioned anywhere on your website, nor part of the terms and conditions or FAQ's.

3. OK, I file it as an honest hiccup.
But buyer beware, after reading other reviews, shipping issues seem to be a common occurrence.

4. You have an email trail, and phone conversation log regarding my issues, look it up. I will not post details about my order in this public forum. How many of these frames went to Canada lately?

5. Correct, it won't occur again.

From the beginning it was a very bad experience. I uploaded RX same day and they waited 2 weeks to say they didn't have it. I ordered these 3 week's before a vacation, i'm Now back for 4 days, still no glasses. Have contacted customer service 3 times and get nowhere. How they stay in business is a mystery. Will be canceling order via credit card Co to get my money back given feedback here. I have progressive lenses and they never asked for measurements so they will likely be poor quality.

I placed my order on August the 14 for my contacts then on the 16 for my wives contacts. You couldn't give her the contacts she wanted so i cancelled her prescription. I received the money back for her order. I waited 2 weeks and never received my order. I called and was told that i cancelled both orders (which i never did). So that's fine i just want my money back. Have contacted several times and all i am told is that they will send to the right department. Um hello 1 week later and still no one has contacted me. This is up surd! Your company has been nothing but a head ache and i still don't have my money!
WORST COMPANY EVER

Ok glassesusa responded but all I feel is empty promises I still have not received the money the owe me. Never buy their products!

Horrible Customer Service
It's been over a month since my order (*******) but still no glasses. I've taken out 4 customer service tickets and get the same answer over and over again. I've tried to cancel, they say no AND REFUSE TO REFUND ME. What kind of business is this? DO NOT ORDER HERE.

Because Glasses USA seems to be a scam, as I've been waiting for my order, I ended up buying 2 pairs at Zenni Optical. I gave Zenni Optical 5 stars. I got my prescription glasses in a week.

Response to Glasses USA

My order status is "Processing: Quality Assurance" not "On Hold" I've called 4 times to handle that confusion and nothing ever gets resolved. I tried to cancel 4 times, and you won't let me because of the order status. Who's to blame for the confusion?

I don't understand how to communicate with your company. Will email actually work?

My order was in August 2017. I have not yet received the glasses that I paid for. I returned the first pair because the progressive lens made my vision worse, not better. I received a second pair. Same problem. I was asked to provide a measurement for my PD distance. I went the company that made the glasses I was using and gave the info to GlassesUSA. Asked them to put the lenses in the 2nd pair of frames. No response. No glasses, just money lost. September 2018

Do not order from this site. Your glasses will take for ever to show. When you call to get the status they keep saying they're ready to ship. One time I called and they gave me a tracking number 5 days later I call back and they say It's ready to ship. Which means the tracking number they gave me was useless. I still haven't gotten the glasses. They won't even let me cancel the order that they don't want to ship. Just go to Zenni.com or anywhere else.

If I could rate in the minus this company would be a -5 stars! I wrote my previous review in which I stated that I could never recommend this company. At that point I was in my fourth week of waiting and I had been promised a call back from a manager which never happened. I had also been told that my glasses were almost done and I had verified the prescription which had I not asked, they had the wrong prescription pending on the replacement glasses.

Well, the glasses finally arrived today and they were the old pair of glasses which they told me were out of stock and they had the old prescription. So basically, they cleaned up my old glasses and sent them back.

When I called customer service a few minutes ago I asked to speak to a manager and was told the manager was in a meeting and she would file a manager request call back. She proceeded to tell me it would be between 24 and 48 hours before I receive a call back. Unbelievable! I have never experienced this level of poor customer service and incompetency on the part of any company.

The worst thing is I don't have a back up pair of glasses.

BTW, I did receive a response from Glassesusa to my negative review on sitejabber and I responded to it but never heard anything back from them either. Go figure.

Anyone have any recommendations?

I ordered polarized Ray-Bans sunglasses. What I got was a pair of regular ray bans sunglasses with unpolarized lenses in the box, and low quality Glasses USA polarized lenses in the glasses. They are distorted around the edges and are the wrong color. When compared to the real lenses that came in the box but not in the glasses, the glasses USA lenses were low quality and not worth buying. I was expecting Ray- Bans Polarized lenses and instead, I ended up with lenses that I wouldn't be satisfied with in a 20 dollar pair of gas station polarized sunglasses. Do not shop on this site.

We start with them not doing anything for 5 days. You have to call them every day to move the process along. If you dont you will be waiting a month. They are not in the USA and they dont have any supervisors to ever talk to. This is because everyone who calls in is angry so forget speaking to anyone who can fix the issue. They finally ship your products and send you an email
Saying that they cannot fill one of your orders cause the lens are to big so can you please pick out another product so you can wait another ther two weeks. Shouldnt this have been caught ummm the first 4 days of reviewing the order? They if you want to cancel you have to go online and "fill out a form" that is for returns not refunds for their mistakes. This companies needs help and organizational skills. I have the feeling they will not be in business much longer. Do not go with company unless you want anxiety and poor customer service. Glasses.com I never had an issue with.