"I don't know if the decline in Clearly can be pointed to the sale to Essilor-Luxotica in 2014, or the departure of longtime CEO Arnaud Bussieres in 2023, but based on my experience this seems to be a company in rapid decline.
The misadventure started with difficulties on their website. After making numerous attempts on March 14 to place an order, I was left with it hanging and never going through. As a result I placed an order with Zenni the same night as a backup. The price was $133 at Zenni versus $436 at Clearly but I was willing to still try Clearly as the glasses looked nicer online. Plus, I always like supporting local businesses and I wasn't yet aware of the fact that Clearly had sold to Essilor-Luxotica.
On the morning of March 15, I was able to get the order to go through. My VISA was processed for $236 and $200 was billed to my insurance carrier directly.
The website says that processing time for prescription glasses is 3 to 7 days for prescription glasses, meaning that they should be shipped on March 21. That day came and went without any communication and my order still showing as "in process".
On March 22, I called their support desk to find out what was going on. I was told it was actually 7-8 days, so they would likely be shipping out on March 23 (Saturday).
March 25 arrived and still no communication. I called first and was told it was actually 7-8 business days. I pointed out that 7 business days had already passed and was told that they would ship some time within the week. I let them know that I was unhappy with the delays and was told to send an email to customer service.
After sending an email, I received a reply within 2 hours from Bernie. He apologized and indicated that they were instructing billing to refund $30 against the order. While not a large amount on a $436 order, I was willing to accept this as a token gesture and put it behind me.
My glasses were finally completed on March 29. They are marked as 'shipped' but Fedex indicates that only the shipping label has been created and they have not yet received the package. That's 15 calendar days or 11 business days.
Today I received an email from Bernie saying that they can't refund me $30 after all because the order was direct billed. I replied showing that I paid a substantial portion by VISA. Numerous emails later, I'm left with a store credit and "sorry for your inconvenience".
To contrast, Zenni has my glasses at my doorstep in less than a week.
After an experience like this, I know where I'm taking my business and it's sure not Clearly."
"My first order was lost. I did not receive it. I was not provided a tracking number. I complained and waited weeks for it before the rep agreed to refund me and send me a code for my new order. WELL the refund was never processed. And i was left paying for shipping and handling twice for the basically 1 package. I paid more money than should have for the same package. I was not compensated for any of the trouble i went through or any of the hours and hours spent dealing with customer service."
"I ordered contacts on the 28th of this month. I paid $15+ for shipping next day.
I checked the email today and it says they won’t be here until the 3rd? That’s not next day service. I called clearly.ca to have this resolved and they hung up not once but twice on me. So I called back the last lady said she would do a courtesy to see if I can be refunded the express shipping cost. We will see.. I only got 4 packs of trials because I wanted to try the company first and see if I liked this brand. "
"I spend a lot of time and money but they didn't care about your prescription glasses after you purchase , make sure you should know all the details and rules regulation and the most important is the policy , the brand you purchase , the warranty repair and some accessories such as lenses , frame etc. . I put a lot of effort and time to to purchase my prescription eyeglasses but when I received the product was poor quality and damage. My prescription glasses wasn't cheap , almost $600 because progressive and I choose a high quality brand but terrible happened.. long story ..still on process , NOT WORTH IT !! its Up to YOU GOOD LUCK !!
GOOD NEWS : they replace my frame because still under warranty by the manufacture NOT CLEARLY ! my prescription lenses is still no answer for them , because they told me the warranty is off. , but they know when I received my package the lenses has a problem they dint told me that I can replace when time of my warranty. (long story why I kept the glasses) .
GOOD LUCK !!
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"Bought a pair of premium Ray Ban prescription sun glasses with a blue mirror tint on marble frames and they look amazing. All my colleagues at work are jealous! Slight billing issue with insurance was resolved quickly by Benedicte and I'm a happy customer who has been buying glasses from Clearly for over 10 years. Why go to a store when you get this type of service from the couch? Thanks Benedicte!"
"Took two weeks to get the order. The delivery service must have walked Vancouver to Montreal "
"product arrived as expected and measurements are accurate.
product quality is decent for the price. "
"I always get what I want when I want it. They always have what I need. It is always fast to get to me, "
"My coworker recommended this service. I immediately compared my present prescription and was able to order the same product easily. The order arrived within the recommended timeline and I received the contacts AND a little treat with extra coupons within the box. I saved over $100 compared to my optometrist and also subscribed to receive my order every 3 months so I don’t run out. Easy to order, cost saving, fast service and convenient reordering."
"I purchased two pairs of glasses. One pair didn’t work out and I returned them. However I did not receive the full refund. They took back all the discounts they applied and only refunded partial amount to my credit card. This was not explained to me at the store. I was told I would get a full refund on the glasses I didn’t like. I am not happy. "
"Lenses were a bit off. I bought 2 new glasses with the same prescription as the one I Had previously bought also with clearly.
The two new lenses were different from each other and both different from the one I already have.
I went to the store to see what could be done, but since I bought it on a super sale.... There was not much to do."
"Very fast and efficient! I am very happy with their service."
"I wasn't sure about ordering online if the fit would be accurate but it ended up perfect, perhaps even better than my previous glasses. "
"received and so cute thank"
"Great price, quick delivery, excellent quality of customer service. I got not only special discount for my first order but also a pack of candy."