"DO NOT do business with glasses.com

First they overcharged me. I am still awaiting the refund.
The 5 day order, per web site... is going on 6 weeks... still not here.
The free promotion of sun glass lens is bait and switch. Their web site said Oakley's were included. Then when I called, they said no but offered me a 20% discount.
Five emails over two weeks, unanswered. Very poor service.
"

"I have been told since December 4, 2014 that glasses.com was sending my refund of $902. Their customer service reps are so nice, and seem so concerned. When I call and tell them I have yet to get my refund, I get comments like, "Oh my goodness! I'm so sorry to hear that! Let me see if I can find out what's going on!" Every time I call, they tell me that they will process the refund, but they never do. Then, when I call them and tell them that it has not been processed, they apologize profusely! "Oh, I am SO sorry! Let me talk to my supervisor!" Then they do it again.

First, they said the delay was because of the Thanksgiving holiday, which sounded reasonable to me. But the refund never comes. I have been told on *several* occasions that they have contacted my bank and that the refund was complete, but when I call my bank, I am told that it has not been done. Then, when I call glasses.com, they apologize profusely and say they will get it processed again. At this point, it is just plain sad. I have spoken with Katie, Claire, Bobby, Jenny, and Kortney (some of them more than once). I have spoken with them at least six times in the last two weeks, and they have no excuses left.

This evening, I was told by Kortney at glasses.com that they have been purchased by another company (Luxotica). Kortney told me that the developer at Luxotica said they'd be sending me a check tomorrow. However, Kortney cannot tell me the phone number or a name at Luxotica to contact about this. Here is an email from glasses.com which was sent to me today, 12/18/14. I requested Kortney send this to me because all of our prior contact had been via phone and I wanted something in writing from them stating that they did owe me the money.

Dear Dana,

Our company, glasses.com, has received your order return on November 26, 2014 via USPS tracking number 92019901424587000000045750 and our company owes you $902.00 that we have yet to return that money to the account holder. We understand that fraud charges are being pursued to our company.

-Kortney

1420 S 4800 W

SLC, UT 84104

1-***-***-****

Before I ordered from glasses.com, I checked online and saw nothing that looked suspicious. Their prices are so great, and I thought they were legitimate. But due to my experience, I have been in contact with my credit card company, and it has agreed to pursue fraud charges against glasses.com. I hope I can get my money back. I mean, it is almost a thousand dollars!!!

Normally, I am not one to write negative reviews, but I thought I should share my experience.

Update:

12/22/14

I FINALLY received the refund on my credit card (even though I've been told several times they were sending me a check). and will cancel the fraud proceedings against glasses.com. But, I will never buy anything from them again, no matter how tempting the price."

"I highly recommend glasses.com. They are not only helpful and professional their products are high quality and arrive quickly. Thanks guys! My dad looks great in his frames."

"Saw a pair of glasses I loved at LensCrafters, and found them on Glasses.com for roughly half the price. I tried them on at LensCrafters, so I can't rate their virtual fitting room feature thing. Also, I can't speak to the selection because I knew what I wanted before visiting their site, but I was able to find the exact pair I wanted.

There were a few issues with my order (some problems with my prescription image and pupil distance image). Customer service was prompt and helpful resolving my issues. Even though the extra effort on my end was only taking and sending two extra pictures, they upgraded my shipping from standard to next day for free! Three days after placing my original order, I was wearing an awesome pair of glasses.

Overall, loved my experience and will definitely use them again for my next pair."

"I ordered the glasses and two weeks later had to cancel the order when I found out that the frame is not available. Nothing is wrong about the frame not being available, but the way I found out about it was by calling multiple times and the cust. service not having a clue about it the first few times. Eventually, I had to tell them that if you guys don't give the status in an hour, then I am cancelling the order. I did get a call within the hour and found out that the frame was not available."

"Beware! Beware! I ordered progressives from them, followed all the rules. The order showed up as "complete" on their website, but no glasses. No response to my e-mail. I finally did an online chat -- person said they didn't have my prescription. She couldn't find any of my earlier e-mails with the company. I re-sent everything. (This person was supposed to call me on the phone to confirm everything, "she" didn't). I got another e-mail saying they did not have my prescription -- an email that mysteriously disappeared out of my inbox (which never happens)

Two hours later, I finally called a human being who after reviewing my account told me they were out of the frames. Super not okay! Liar, liar.

He is offering me a deal on new frames -- he assures me that my prescription is in their system ready to go. I am too exhausted to look for new frames. Not sure what I am going to do.

My order is still showing as "complete" on their website."

"I have never ordered glasses online before, so I was extremely nervous about handing my money over not really knowing what to expect. But the outcome was more than phenomenal!!
A few months ago, I had tried the "five day try-on" through Rivet & Sway glasses so I could see what they were like. Each frame was adorable and were sturdy. I finally settled on the Ivy frames in Pink after sending the trials back. I had to wait some time though because I was so close to my next doctor's appointment, and wanted the most up-to-date script.
Anyways, I went back to Rivet & Sway, which is now under Glasses.com. I was concerned the product would be different, but the price was good and I was willing to take a chance. There was a very minor hangup due to my prescription (my fault, not theirs!), but they called me to tell me they confirmed my script by that time and if I wanted to go ahead with the order. The man on the phone (Zack, if I remember!) was extremely nice and helpful!
Later that evening, I received an email saying my glasses were ready to go into production, and that my lenses had been upgraded for free! They stated that it would take 5-7 business days for my lenses to arrive, but I received them after only 3 days!! The presentation was wonderful, and the glasses were perfectly made!
I had the most wonderful experience with this company, and I will be sure to do it again!
"

"It took nearly two weeks from getting the prescription to them and having everything finalized for them to make the glasses, to the point of them delivering the glasses to me. It seemed like a very slow process. It seems that if this is there business model, they would make every effort to do it in the most expeditious way possible.

Also, three after I received my glasses, the "scratch resistant" layer started to get very large noticeable scratches and I was only uses the glass cloth they provided my with the glasses. This leads me to believe that the actual scratch resistant layer is quite poor.

Also, after comparing what I would have paid at lenscrafters, I saved a total of 10 bucks... But the frustration, time wasted, and poor quality of the product did not make it worth it. I really feel as if I was cheated out of a good pair of glasses."

"First I will start with, I'm not someone who ever does online reviews. Probably the 2nd/3rd time I've done one. I felt compelled to do one for them because my experience has been one of the best online/or even anywhere for that matter, regarding customers service I've had. By far, it was the best experience compared to any local retailer of opthamolic lenses I've ever had. Anyway, I ordered a pair of Oakley RXs regular glasses, not sunglasses. Sent in my prescription, did a PD measurement using a few different online tools. You receive many emails along the way when each phase of your order is complete. I then receive a phone call saying they see there is a progressive lens on the script, yet I ordered single vision. I've never tried progressive, and don't really need them, plus the lens are not as tall on the frames I orderd and thought it might be a problem, but went ahead and approved to upgrade and try them. I received the glasses within two days. After 5 minutes, couldn't stand the progressive lens, and it was a nightmare using them. So I sent an email asking what we could do. Within 10 minutes, they call me and say no problems, we will send the single vision lens, and a return shipping label no charge and get me what I wanted. No questions, no arguments, they just did it. Mind readers on customer service. The next day, I received my new replacement glasses. Shipped the old glasses back with the label and box, perfect experience. Can't say enough about their customer service, fast shipping, pre-paid returns etc.

So, fast forward 4 months, and while taking my glasses off, with both hands, the right frame arm just snaps off right at the very narrow point under the rubber arm. Design flaw IMO. So I sent an email Friday night at 945pm EST explaining the issue. Oakleys have a 2yr frame warranty on RX frames against defects. Within 10 minutes, they call me and apologize for having issues, and offer to replace the frames/glasses. They said they have had no issues with this frame, and can only do an exchange. But if I have problems again, they will gladly allow me to switch frames if needed. 10 minutes later, I received a pre-paid shipping label again. And by Monday afternoon, I had my replacement glasses. This was a weekend people!!!

I've read many reviews on here, and from reading the negative ones, they must have been written by competitors trying to sabotage them, or people who don't understand that an online retailer isn't going to do your job. Like not having valid prescriptions?!?! No kidding they won't fill it. Expect them to call YOUR Dr. to verify a script??? Forget it, I don't expect them to do either. Get a copy of your prescription from your Dr. yourself. It is just a phone call away and fax. The big mall retailer's will never give it to you or your PD. It is part of the prescription scam they perpetrate against the general public claiming "safety" issues. For a small percentage of the general public, status quo. For people who are savy and can handle most of the work themselves, this is a perfect alternative, glasses.com. The retailers locally know you are going online to get better service, and lower cost when you ask for PD, so they won't give you the numbers. As long as you have a prescription that is valid, and you can easily check your PD with tools online, which they offer as well to verify, no worries. Easy as pie! This will satisfy about 80% of the general public I would surmise. Only people who need their hands held every step of the way or with some special needs need to go to a retailer IMHO. Fine, go get hosed by them, they fill a niche, and you can move on. For the rest of us with simple single vision needs, or even basic progressive lenses, you really can't go wrong giving this place at try. If you aren't happy. So what?? 30 days full refund!! No questions or worries, and a prepaid shipping return label. Why do you think they can do that? Because retailer markups are so insanely high, like 400% and up!!! Online retailers like this can compete still, and cover overnight shipping because they aren't paying some high rent at the mall.---Lastly, another poster claimed a "professional" is required to ensure a proper fit? There might be a few people who require this, but in general, having some minimum wage worker at the big scam retailers that make you stand around for 30 minutes waiting for help, then try to up-sell you on "super HD vision lenses" or "special coatings" that takes days to receive your glass in "1hr" is pathetic. It costs $5 to manufacturer a opthamolic lens (no joke), and these retail places will up-charge you $20-50 "coatings" is shameful. Coatings/anti-reflective are always free on all of glasses.com lenses. FREE!

Honestly, I'm never buying glasses again from any retailer locally again for myself. "

"Ordered my glasses and about the time I thought they would show up at my house, I got an email saying they could not fill the (-8) prescription. No disclaimer, no forwarning when I ordered. So, heads up if you are severely to extremely nearsighted."

"Glasses.com sent me my glasses 4-5 days before expected. They were packaged beautifully and securely."

"ordered a pair of Ray Ban glasses. Very fast shipment and they look great. will order from them again. very good customer service and very easy to work with. "

"Ordered twice from Glasses.com so far.

1st order: Bought Oakley Halfshock glasses. Came in with non-prescription lenses. A quick call to customer service (very apologetic and quick to remedy the issue) and new glasses were sent expedited with a free lens upgrade for the trouble. 8 months later, earsocks ripped (manufacturer defect I would guess). Another quick call and new glasses sent out free of charge (within 1-yr mfg warranty). Free return of defective frames.

2nd order: Bought Ray-Ban Rx sunglasses. Came in with no problems. Had for only 2 months. So far so good.

Try in-home experience: Got 4 frames very quickly. Tried them on. Sent them back. Got 4 more frames. Tried them on. Sent them back. Easy, free return, and no hassle.

Customer service: Very little waiting to no waiting time at all when calling in. Very friendly people. Quick to help you out any way they can to your benefit.

Prices: Better prices than most stores, especially if you don't have insurance. Their seasonal promotional savings are definitely worthwhile so I suggest waiting for promos before making purchases.

Rating: 5/5"

"I honestly cannot imagine a better experience than the one I had with glasses.com. The in-home try on was great, the app was actually released for Android during my try on and was fantastic also and all of the customer service went out of their way take care of my order. I was able to text in my prescription and it couldn't have been more convenient. I love my glasses & glasses.com!"

"Not sure what other people's issues were with RX verification, but Glasses.com called my eye doctor (Lenscrafters) within 24 hours and even sent in the authorization form to have my prescription released.

I ordered on Saturday morning, and they shipped on Tuesday mid-day. AND the name-brand eyeglasses cost $240 instead of the $540 that Lenscrafters wanted to charge. Super-fast, very helpful, and personalized communication. My family will now be ordering glasses from here going forward."