1/5

posted Jun-05-2013

"Poor customer service. Their site says 6 days to ship - it took over 10. The frames were cheap looking. The lenses have some type of processing code printed on them which won't come off. The prescription is definitely wrong - they make it feel like my eyes are being pulled out. Now they're making me go to an eye shop to have it verified and documented that the prescription is wrong in order to give me a 100% refund. Their returns policy says otherwise http://www.glassesusa.com/terms-and-conditions#RETURNPOLICY. Really a crappy company."

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1/5

posted May-18-2013

"I recently purchased a pair of glasses from this place. Upon checking out and hitting the submit button my order total went from 65.00 to 217.00. I sent an e-mail the next evening to billing inquiries and asked them to cancel the order. No response. I sent another 3 days later. No response. I received the glasses in a defective frame. I sent an e-mail to customer service. No response. I sent another today. They promise a swift response time of 24 - 48 hrs. We will see. In the meantime, I decided I would just ship them back myself and pay the shipping. The address was not real clear. That was when noticed that these were shipped from ISRAEL! Glasses USA-my ass. Now I am REALLY ticked off. I want my money back!


05/19/13 This is in response to your reply.

The three previous times I tried to contact you was through your website. If you didn't receive these inquiries there is something faulty in your set-up and you need to get it repaired immediately. The figures I gave you are what I remember, they may not be exact, but I know what I saw.

Yes, your website clearly states that you have free return shipping. That would be great, if you responded to the correspondance that come in through your web site. I find it interesting that my contacts through your website didn't make it through to customer service, but you responded to this in less than 24 hours.

As I said in my e-mail to your customer service and I will say it on the phone tomorrow. The frame is defective. I want a full refund-immediately.

I have not yet returned the glasses. I will call your customer service number as that is what I planned to do anyway."

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1/5

posted May-07-2013

"I ordered a pair of prescription glasses from GlassesUSA and the pricing was good, and the order process was easy. Unfortunately, the glasses that were sent to me were completely wrong, Having the axis of the RX off by 90degrees in BOTH lenses. I called, and was told I must fill out the return info online, which I did (making me wonder why I called to begin with). After waiting more than a week for return information that never came I was told it "has got to be" in my junk email - It wasn't

Although the pricing is fine, quality control seems non-existent, customer service is untrained and clearly doesn't have any authority (having heard "l'll need to talk to my manager" in one form or another, no less than 4 times in an 8 minute conversation.

You're MUCH better off going to the mall and getting your glasses from a one-hour store. At least you'll be able to walk out with something you can actually use.



******FOLLOWUP******
I finally received the return info after calling and requesting it be sent to a second email address (despite being told "IT doesn't really allow us to change email addresses on customer accounts").

Because the return only lasts one week (which had almost passed while I waited), I had to send back the glasses that day or start the process of requesting a return over again, so I immediately sent them back.

The morning following writing this review, I was called. The person helping me seemed disappointed I had sent back the glasses because, "with the proof you sent (an email pic verifying the prescription to be wrong), you should have been allowed to keep them" - In any case, he was kind enough to give me a store credit for a future order. A considerate gesture, to be sure.

Problem is, they received delivery of my return on May 9th at 10:31am... 10 days later, I'm still waiting for a refund.

Judging from all of the negative reviews relating to customer service issues, seems to me like the right hand isn't talking to the left at their company offices. It's disappointing because they could be really successful if they could just get their act together.

At this point, it seems like i'd be a fool to even try using the credit... I'm moving on to someone else."

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2/5

posted May-06-2013

"I began the process of returning a pair of glasses that were too small on Mar. 18, 2013 I have still not received a refund. My emails regarding the refund were not being replied too so I tried calling customer service. I would either be put on hold and then hung up on, or it would ring through and then I would be hung up on! I finally got smart and dialed the extension for sales which was picked up promptly! As it turns out my emails had been getting sent to their spam. The employee knew nothing of how refunds were issued but was able to get my request moving again. Still waiting! I have since re-ordered another pair simply because their prices are great. If you do have issues with your order the customer service can be very frustrating.
I had seen bad reviews on them and thought I would be the exception but was proven wrong. This is the first bad review I have written about a company but they earned it.

Update: My refund was finally processed (probably because I wrote this review)! To be completely fair my card had expired and I had been issued a new one. However instead of informing me that they couldn't issue a refund they ignored me, hung up on me and never did inform me until I asked. When I provided them with an alternate payment method they continued to ignore me and hung up on me. Only after dialing "sales" did I finally get through. They have no right to use the term customer service as theirs was truly customer dis-service.

I received my new glasses order and am pleased with them.
If you are pleased with your glasses 5 stars.
If you have to deal with their customer dis-service department 1 star. GlassesUSA if you spent more effort replying to customer's emails then replying to their bad reviews you could be a really great company.

"

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2/5

posted May-03-2013

"This is my first time ordering from this company and thus far, I am not impressed. I placed my order on 4/29/13. According to their website it takes 3 days to process single vision-regular rx glasses. That being said, the glasses should have been completed production yesterday and shipped today. I just called customer service and was informed that there was a problem with my order in production and the glasses would not leave production until the middle of next week. The 8th! I hope when these glasses finally do arrive the quality redeems this. We will see.
Oh! and when I expressed my unhappiness to the customer service rep, he replied "ok" then sat there in silence.



5/6/13- The saga continues. I received an email this morning that said one of the frames I ordered is out of stock. They did give me the option to choose any non-premium frames, regardless of price, at no cost to me. They also asked me if I would like to have the other glasses (that are complete) to be shipped. Of course I said yes and of course I chose a pair of glasses 10 times the cost of the original out of stock ones. My completed pair are said to be shipped tomorrow. I paid a total of $38 originally for the two pair. The ones I reordered are priced at $199 on their website. If the glasses actually come and are the correct prescription...this all might be worth it."

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1/5

posted Apr-29-2013

"This is by far the worst experience I've ever had purchasing anything in my life. I went to place the order online and the checkout screen took me through a loop 3 times. So I had to chat with a live agent to get my order placed. I found out later that the system charged my checking account 3 times for an order that never processed. Then when I contacted the 1-800 number to speak with an agent about my refund they couldn't tell me a definite date of when I should expect the refund. So I had to file a claim with my bank to get my money back. Then once the glasses arrived, I noticed that the RX on the card was a full 2 points higher than what my RX is. When I tried to call the 1-800 number again to return the glasses I couldn't get in touch with anyone for 3 days straight. Apparently the call volumes are high and after holding for a few minutes a recording tells you to try again later and the phone just hangs up. Once I was able to get in touch with an agent via phone she told me that the shipping label would come via email within 3 business days. Well I waited two weeks and never got the label. Chatted with a different agent and 4 business days later... never got the label. "

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1/5

posted Apr-15-2013

"This was quite simply the worst online buying experience ever. My prescription disappeared entirely and my glasses were not produced for over 3 weeks. I called and had to start the entire process again, twice because my order kept disappearing. At the last call, I was promised that my glasses would arrive today, April 15, by FEDEX. They are not here yet. I had to call to obtain a tracking number, which shows that my glasses will arrive on 4/18/2013, over a month since I started this process.

The customer service agent, via her manager, offered to give me a $20 rebate for my next purchase at glassesusa.com. I was insulted and declined the offer, stating that I would never again make a purchases there. I also told them that I would be writing this review, to which they replied, you are absolutely justified.

The customer service agents are great though, at least when they are talking to you, until they somehow misplace all the information you have given them.

Bottom line, buy your glasses elsewhere. The amount of time you spent on this is not worth the discounted rates you receive.DO NOT BUY GLASSES HERE."

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1/5

posted Apr-09-2013

"I don't recommend their service.
I bought one pair of glasses with single vision lenses. They committed many mistakes (wrong measures and degrees) and declined a full refund. They also asked me to pay the shipping cost to return the product.
Worst glasses online store ever!!! If you want to buy glasses, go to a real store."

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4/5

posted Mar-28-2013

"Simply put, my order was done correct, shipped fast, and saved me money. "

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1/5

posted Mar-13-2013

"Very disappointing service. I bought 2 pairs and the perscription was messed up - even double checked with them. Sent the glasses back and was ignored from then on. No replacements or refund given. I only wanted the order right -- too many others offering the same service."

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2/5

posted Mar-13-2013

"I ordered by glasses on February 27. It`s now March 13 and I still do not have a tracking number. I wish I could say something good about the glasses, but haven`t received them yet. All I can say is, their shipping process is very slow.
"

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1/5

posted Mar-01-2013

"The worst customer service EVER!!!!!!!!!
The process was smooth up until I received the glasses and they were a different size than advertised on the site. I've now been in customer service hell for over a week trying to return the glasses and get a refund. They call, unprompted, I give them credit for that but it's every 2 to 3 days saying they will be sending me a shipping label in the next 2 or 3 days. The shipping label never seems to materialize.
I would not buy a pair of glasses from them, again."

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1/5

posted Feb-28-2013

"Horrible customer service horrible! I have used them twice and the last time was when it all went down hill. I order prescription transition lenses with stylish frames. My order totaled over $200, which is fine. The problem was they charged me an international fee. Last time I checked I live in the United States and the company dies have USA in the name. I contacted customer service and the woman told me to email my bank statement showing the charge, I did. A few hours later I received an email confirming they have received my statement and someone would contact me as soon as possible. A week later I had not heard from them so I sent another email and this time no response. So I called and Kevin asked me was I sure my bank didnt charge me the fee. Really Kevin? I know how to read and already sent the bank statement in showing the charge from GLASSES USA. He said his manager was "looking" in to it. Of course I asked to speak to this manager and if course he had already left the office. This is unacceptable in my opinion especially when I have an account with them and used all the same information on this order that I used on the first order. I am a faithful customer when I like a product, that's why they received two orders within a month of each other. Put please be assured Glasses USA you have officially lost my business and I will keep calling and emailing until I get my refund then I will be done with this company. "

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5/5

posted Feb-25-2013

"Last week I placed my very first order with GlassesUSA. It was very easy to go through the whole process, sice everything is very well explained. The "Live Help" option was very helpful, and it was great to be assisted by a real person who kindly answered all my questions. I will definitely return to GlassesUSA for my next update."

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4/5

posted Feb-22-2013

"I spoke with a representative who was very nice and helpful! He was fun to talk to and even joked with me during our conversation. It was definatly a pleasure talking with him and they should be lucky to have a good customer service Representative like him on their team!"

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