"• I placed an order on Glasses.com for prescription glasses using my vision insurance benefits back on 1/2/2020.
• My prescription was verified by Glasses.com on 1/6/2020.
• Confirmation was received on 1/7/2020 that my order had been uploaded and sent to the lab.
• On 1/9/2020, Glasses.com e-mailed me that my order had shipped, and even included a tracking number! (That tracking number was either fabricated or never used since it never resulted in me seeing information that my glasses were actually in transit.)
• By 2/11/2020, I still had not received my glasses and sent an order inquiry, to which I received a reply promising an update within 24-48 hours.
• On 3/3/2020, I had still received NO response from Glasses.com, at which point I again sent an inquiry demanding either a tracking number or a refund.
• Later that day (3/3/2020), I received a reply from “Naomi P.” stating the following: “I am sorry that your order has not been received yet. I did look into your order and it seems as if the order was cancelled 2/5. The authorization through pay-pal has expired so they did not send us any funds. We will reverse your benefits so that they will be available in 24-48 hours. We have also extended 20% off your next order for the trouble.”
• My PayPal was never charged when Glasses.com took so long to process the order so that the authorization had expired; however, my benefits were NOT reversed completely as was promised – my vision insurance now shows that I am not eligible for lenses until 1/1/2021!!!
It is now THREE MONTHS since I placed my original order. I have no glasses, and my insurance benefits have been charged without me receiving any product."
"I placed an order on a Sunday, by Tuesday I hadn't received any communication from them about my order, but the website said they were "waiting on my prescription," even though I had uploaded it when placing my order, so I emailed them. I got a reply very quickly, which was nice. They said they couldn't open the prescription I had uploaded and asked if I could email it to them. I did, and they replied quickly again with a message saying they received it and my order was being processed, but would take 4 business days before shipping. 5 business days later I get an email saying my order has been cancelled, because I didn't provide my prescription in the allotted time. I email them on the same email chain that I provided the prescription, saying "the prescription is right here, and you confirmed receiving it." I get a quick reply again saying "sorry, our verification team didn't see your prescription in time, please resubmit your order." Yeah right! Like I'll ever try to do business with you again. Only positive was customer service replied within minutes of me sending emails. Other than that, it was a terrible experience!"
"Absolutely horrible customer service. Returned my glasses and refund was never received. Typical coped and pasted replies. No telephone customer support.
AVOID AT ALL COSTS!"
"HORRIBLE. REFUSING IF I GET THEM
"
"My glasses arrived with no lenses!!! I can't return them or get a refund! Cost me $167!! No way to get a refund
I have filed a claim with the Federal Trade Commision (FTC)."
"Ordered frames that never showed up,upon ordering you will receive a false receipt including basic info about the purchase, in addition to an email stating the order is ''being processed'' and that you will receive a tracking number within 48 hours.. I had sent several emails to them inquiring about my order and called them many times during ''business hours'' and left several voicemails ..They havent returned a call or responded to an email. thhey also charged my card ''additional fees'' that have no relation to the purchase of the frame,are not listed on the orders receipt and are clearly false charge, hence, credit card theft...it may be tempting but do yourselves a favor and please stay away"
"Should have listened to the reviews. Spent $349.00 for glasses I cannot wear or return or get fixed. The interpupillary distance is not correct, which is causing distortion. Because it was a new script, and based on experience with my last pair of progressives I got from my doctors office, I knew it could take time to get used to them. But after several months of wearing them (off and on due to the headaches), I decided to contact them. I was convinced the script was incorrect. I was outside of my 30 day window and the guy I chatted with said to take them to my doctors office to have them tested and if the script is incorrect they could do something about it. Never in my wildest dreams did I think they had the progressives all wrong. The progressives are starting too far up the lens and the interpupillary distance is not correct. The left eye was so far over to the right of the lens. I thought for sure they'd do something about it. NOPE. Basically said tough luck! Against my better judgement, I purchased these online. NEVER NEVER NEVER again. Opthamologist said they should have measured me or had me submit measurements for progressives. These clowns know nothing!! STAY AWAY unless you are not getting progressives. Also, the frames are so-so. Feels very flimsy for a RayBan and Armani. Lesson learned!!"
"Almost did not order due to the amount of negative review but I took a chance and glad I did. I ordered some Ray Ban frames uploaded script and did the online chat to report size between pupils. This was a Wed. It shipped Thurs and I received Friday. No issues at all, so easy and saved some money. "
"I ordered 2 pairs of sunglasses one for me and one for my husband’s birthday. It said on website 2 days shipping and I was been waiting to get here without my husband know. After been 5 days I call customer service and she said the glasses haven’t ship yet. It will take about 7 days to pass the process and ship out. I told her it said 2 days deliver on the website. She said yes 2 days after we ship. Omg! I told her so I want to cancel because it won’t be here on time and I will go buy somewhere els. She said I can’t cancel it. If I don’t want it I have to wait till I get merchandise and return them, so after I talked to their customer service I call my credit card company that I want to disburse my payment. I still have to wait for all the process. It’s not worth of time with them. Never recommend this company to anybody els. "
"Never returned my money. Sent me a "proof" email with a refund, which never showed up in my bank account. "
"I ordered frames ONLY, no lenses. Website says they ship out quickly. They don’t. I had to call several times and ask where they were. While waiting, I used their online chat to ask about returns in case the frames didn’t fit. I was told returns are easy and I would not be charged a restocking fee. Great. I thought. The glasses came about 15 days later from Blaine, WA. Which is about a 1.5 hour drive from my house. They didn’t fit. I called about a return. The rep says I have to email customer service...Who was I talking to then? I emailed several times. Finally a auto generated response “you need a return authorization code”. But it didn’t tell me what that was. Phone customer service bad, online service bad, email service bad. I’m returning these frames and if I don’t get the credit quickly I’ll just file a claim with my Visa. By the way, the return address is in CANADA so that’s going to cost more. What a pain. Don’t order from these people whoever they are...the charge on the Visa says they’re in CALIFORNIA...so, two states and two different countries. NOPE."
"Ordered frames I'd tried on in-person @ local retailer on 4/14/2019. Didn't like them, initiated return 4/24/2019. Was told I'd receive shipping label via e-mail. Never did, had to reach back out. Received shipping label on 4/25/2019. Shipped and tracked as received by Glasses.com 5/6/2019. Reached out 5/7/2019 asking how long it would take to process refund and inform my insurance company so that I could order frames using that coverage -- was told 7-10 days. Called on business day 10, was told due to "system error" the refund had not even been processed. Asked for a supervisor, was told there was nothing that could be done besides waiting another 7-10 days. June 5th I'm supposed to have my $$ back for glasses I sent back a month prior. Absolutely ridiculous in the modern world with internet and 2-day shipping. Will never use this retailer again and am warning everyone who will listen to stay far away."
" If you are buying glasses online, your time and money would be much better spent at Zenni Optical. I first ordered the glasses and everything was fine, it said I would have 1-2 day shipping which I was really excited about because I needed the new glasses stat! Shortly after I received an email saying I would get them in 5-7 day shipping. I thought it was weird but let it go. Several days later I receive my tracking info. I keep trying to look up my order but the link doesn't work. A few days later I email them asking where my package is because the tracking number didn't work. They didn't even bother to look up my account, but instead gave a vague response saying it was on the way to the USPS store. After that I asked about the false advertisement of the 1-2 day shipping (at this point it's been five days since its shipped). Again, they gave me a vague answer that basically said it's supposed to be but they know it's not. So they are too lazy to simply change their website to fix this error. People don't care if its 1-2 day shipping unless you tell them it will be and then don't deliver. I finally receive my package on day 7, and they are terribly bent. I email them a fourth time and they don't even apologize, and just send me a return label. I send them back at the beginning of the month. Yesterday, I finally decide to email them again to ask about it because I still haven't received my refund. Turns out they received my return on 5/10 but just didn't do anything about it for thirteen days.
Moral of the story: DO NOT BUY YOUR GLASSES FROM THEM. I ordered glasses from Zenni at the same time, chose 5-7 day shipping and got them before these. They were also not bent. "
"Was told that I would get 1-2 EXPRESS Shipping. Not true. It shipped late Monday night and it us still shipping around the United States and wont be here until SATURDAY. That is unacceptable and their excuse was oh well it left late on Monday. And yet they couldn't explain to me the logic behind being late 1 day and it taking a week to get here. I will not be using Glasses.com ever again. "
"I have used Glasses.com previously and have been satisfied with the service. Now, I decided to get a new pair with their advertised FREE expedited 1-2 day shipping. After receiving the tracking number, it would take me to DHL (international shipping company) site with "invalid tracking".
I called customer service, and not only was it supposed to link to USPS site (IT issue), they had mistakenly submitted my order (and others' orders apparently) with 5-7 day standard shipping. Customer service representative was very nice and understanding, "refunding me" the fee as if I paid for expedited, however I'm still waiting on that refund. It has been over 2 days since my glasses "shipped" but it still has not even arrived to the USPS center in TX (I live in VA) to ship out. Now we are definitely spoiled with Amazon Prime, but still - "Fast Delivery" my a**. Honestly just shady advertising and careless processing. "