GlassesUSA Reviews

I had a piece of the glasses break and cut me above the eye, so I submitted a warranty claim during a phone call, and [PERSON_NAME] seemed a bit incoherent and wasn't paying attention to where I had to repeat myself on multiple occasions. Once everything was submitted, I was supposed to get return instructions, but never received them for over a day.

I sent multiple emails requesting a response/assistence with this, but no response other than, it's not it the system yet. How can I return something without return instructions. I also asked, how do I get a different style covered since the current type/color was unavailable, but that too was ignored.

What is the point of purchasing the warranty if they won't do the process properly and take care of the customer? So, since they wanted to be incompetent, I wanted a refund, and within 8 hours, that was approved, which proves, THEY DON'T CARE.

I cannot even begin to explain how angry I am at this entire experience with GlassesUSA and how much I hope others will never buy from them again to spare them the pain of working with their company. Never in my 50+ years on this planet have I experienced such blatant incompetence from an organization.

Not one person I interacted with knew anything about the products they sell. Most barely spoke the language I speak, and the ones who did were very difficult to understand due to their accents. I repeatedly asked to speak with a supervisor, and my requests were ignored or flat-out denied.

After three chat sessions, almost 20 email interactions, four different prospective pairs of frames, and over $500 in credit card charges, I still have no Glasses and was forced to cancel the order just to keep my sanity. This is truly the worst organization I have dealt with, bar none, ever!

My glasses were lost in the mail, as tracking revealed—glasses shipped on 9/9 and no further tracking info after 9/16. I waited until 9/26 to contact customer service.

It was nearly impossible to get a human agent—I got the typical AI run-around, telling me what I already knew ('Your glasses were shipped on 9/9; they are on their way.')—no response to the fact that the glasses had disappeared by 9/16. Finally, I got a human agent via phone by asking for billing, since asking for the status of my current order just got me an AI response. The human agent was no more helpful than AI—'Your glasses are on their way, just give them more time. Thank you for calling'—even though by then the glasses were already two weeks beyond the anticipated delivery date.

I finally opened up a case with PayPal and explained my situation. Glasses USA was supposed to respond to the thread on PayPal; instead, they responded, 'We have sent you an email about your order.' That email was the same robotic AI response I had been getting all along—your glasses are on the way; we know you will enjoy them, etc. Glasses USA never addressed the exact nature of my problem, which was that the glasses were clearly lost, as tracking showed, and that I wanted a refund. Within just a few days, PayPal decided the case in my favor and issued me a refund.

I have since googled Glasses USA's customer service rankings, and it is very low. I will never use them again.

Once I ordered my glasses the production time was set for three business days and then three business days for shipping. Well at the end of the first 5 business days my glasses still were saying that they were in production.

I had message a customer service rep about it and she had said that they will put a rush on this order and that it should be shipped out the following Monday. Well Monday rolled around and it still said in production then Tuesday, Wednesday, Thursday, and Friday with no update. I message again and got the same response saying that they would put a rush out on the glasses to make sure that I would have them by the end of the week. Well today is Wednesday on the third week of the original 3 business days to produce my glasses.

I tried to message and ask for a supervisor and they were all "too busy to talk to you" and said I could schedule a call back for one to three business days. After that I spent about 20 minutes trying to get someone on the phone when I finally got to a live agent. When I did I asked to speak to her manager because they were no help at all. She said that a manager wasn't available and hung up me!

Then I called back got someone else and finally just told them that I wanted a full refund. They said but sir the glasses might be shipped out this week are you sure you want to cancel your order. What do you mean they might be shipped out!?!?

Overall horrible customer service. Please use any other website to buy glasses online.