I am writing to express my deep dissatisfaction with the service I have received. I had always been happy with my shopping experience with GlassesShop, but lately, I have been disappointed.

Firstly, I encountered quality issues and, despite numerous interactions, failed to obtain a satisfactory resolution. One pair of glasses I ordered had its lenses coatings wear off on the sides in less than 10 months. The vendor insisted that I had subjected the glasses to harsh chemicals, even though I showed them other glasses from the site that had no such issues despite being cleaned the same way. Common sense would indicate that harsh chemicals would cause spots all over the lens, but the coatings wore off only on the sides, suggesting a manufacturing defect that the vendor needs to rectify.

Additionally, I received a defective frame. While the vendor offered to replace it, this solution is inadequate. I must change the lenses manually or pay an optician to do so—a problem that could have been avoided with a thorough quality check.

I am voicing these concerns because these glasses have cost me hundreds of dollars, and I expected better quality and service. The vendor's insistence on the value of the 100 points (equivalent to $1) in my account as a significant discount on future orders costing around $200 is frankly insulting.

I have explained my issues to the vendor multiple times, but they remain unaddressed. The updates provided appear to be mere public relations exercises, lacking genuine customer care. Instead of resolving my issues, the vendor continues to place the blame on me, unlike other companies that take responsibility and action.

It is disappointing to see a lack of accountability and effective customer service, particularly when maintaining satisfied customers should be a priority.

Thank you for your attention to this matter.

PLEASE NOTE THAT IN SPITE OF VENDOR CLAIMS I CONTACTED THEM WITHIN LESS THAN A YEAR.

Additional Update: I had told about poor lens quality multiple times to the vendor, and they always come back with blaming me for using harsh chemicals, and the vendor won't budge. I would have kept quiet if the glasses were free, but they cost $100+, which adds to the frustration that the vendor ignores right off the bat

Contacted vendor again on Dec 11th and right off the bat my concerns were summarily dismissed.

For me it is very challenging to buy glasses online because you really don't know what you're getting, how they fit, the quality, and other details about the glasses. It's always nice to work with companies that honor their satisfaction guarantee policy. However, I had no idea returning a pair of glasses that didn't look appealing, would be this complicated. 100% satisfaction guarantee, which is posted on their site means just that to me. 100% guaranteed satisfaction doesn't mean the same, in my opinion to Glasses Shop because they push their point system when you ask to return a pair of glasses promising to give you a 100% refund in points and they also tell you to keep the glasses, as if they are doing you a favor but they know once you get the "points" they box you in, because the problem is this...if you decide to try another pair of glasses and use those points from any other glasses you returned because you didn't like them, you can't because you can only exchange glasses 1 time and use those points. After explaining my concerns this is what the customer service rep said to appease me...

This is from the "Live Chat" customer service rep:
We really should give you a full refund (excluding the Shipping fee) at the beginning, not for the points, because you are still not satisfied with the second time order by points.

This came from the same "Live chat" customer service rep: Please check our manager has explained it for you as:"explained that there is no second time return, we can only make an exception and refund 50% points, 1888 points" If ok, we will process it for you soon, thanks for your understanding.

So, 100% peace of mind satisfaction guarantee means they will only offer you a 50% refund, after they tell you to keep the glasses and push you to get the points and if you decide to send them back you only get 50% of your money back and you also have to pay the shipping... That seems like their peace of mind, not mine...My suggestion is BE CAUTIOUS ABOUT GETTING THE POINTS IF YOU WANT TO ORDER ANY GLASSES IN THE FUTURE BECASUE IF YOU DON'T LIKE THEM, YOU may have to go through what I went through if the points came from another pair of glasses you returned. This is very confusing to me and seems unfair! At the end of the day, I don't want to be penalized for trying glasses that I may not like and that I can't wear. I just want to send those glasses back and get a full refund. They said a manager would call me, via the "Live Chat" but I haven't heard from anyone yet. I had to use the chat because calling the number left me on an eternal hold for 15 minutes each time, which is not very productive and although they seemed to sympathize none of the promises from the chat have come to fruition, so far. I am very disappointed with this company and only sharing this to keep someone else from going through this unpleasant experience. They were happy when they received my money but now it has become very complicated. It shouldn't be this way...

UPDATE: What does it MATTER if you know how they read my prescription or not? It is an eye doctor's office. They read my glasses like they would read any other person's glasses. To say that you are blocking me because you "don't know how they measured my prescription" is RIDICULOUS. THEY SAY THEY ACCEPT ALL REVIEWS BUT LITERALLY WILL NOT TALK TO ME LIKE ADULTS THEY JUST BLOCK PEOPLE! THIS IS DISHONEST! Below they responded saying that I have returned 5 orders in the past two years. This is untrue. I returned a few pairs, within the allotted time, because I did NOT like how they looked on my face. Per their words below, they offer 100% store credit if dissatisfied. I took advantage of this policy when I was in fact, not satisfied with my purchase. I got my store credit and of course, I used it because I'm not going to NOT use it? I also earned points for reviews. I then used those points to make different purchases. If the glasses I ordered with points did not look right on me, I would send them back and exchange them. This is not wrong to do per THEIR refund policy. This was never a problem until I stated my doctor told me my prescription was wrong. My doctor read my prescription just like any other eye doctor would.

I recently went to the eye doctor and had them read my prescription from the glasses I got from GlassesShop. The script was completely wrong. When I posted about this, I got blocked on the fan group. I said nothing rude, just told people to check their script. I got blocked. I then messaged the main page asking why I was blocked because I was genuinely confused. A company should not be blocking and deleting reviews that aren't glowing, that is dishonest. They then said they would issue a refund (which I do appreciate) but then told me that they couldn't meet my requirements for glasses. Then they blocked me. This is frustrating because I have points I can spend and be willing to purchase from them again but blocking someone is just so unprofessional. I have left multiple glowing reviews and was not rude at all. They are now punishing me because I have returned pairs that I have not liked (because the business is online) and they are saying they cannot do business with me because of this. Why would I not be told about this issue? Why would they block me if there was an issue? It is extremely unprofessional and disappointing because their glasses are very cute and I had ZERO issues with them before this.

"In what I can only describe as a truly horrible experience with GlassesShop, I will begin by saying I will never place an order with this company again. In the past, as a repeat customer, I have received my glasses within two weeks of the order date. If you have any concerns, it is best to call them between the hours of 9:30 a.m. and 5:30 p.m. and most likely you will reach a customer service representative by the name of TASHA who claims to be responsible for all outgoing orders. During our initial phone conversation, TASHA indicated that she is responsible for over 1800 outgoing orders daily. She claims responsibility for all shipping labels printed on orders. When my order was placed on the 16th of November, I received an email shortly thereafter that my order was being processed. Fast forward to November 30th and I still have not received my glasses. I called the toll free number and at that time TASHA explains that although she is responsible for all outgoing orders, she is not to blame for my apartment number being left off my order. All of my contact information is in my account with this company and has been for my previous two orders. TASHA then explains that my missing glasses are on their way back to the company and I will most likely have to pay to have them reshipped back to me. As a customer, I wasnt happy to hear this at all. To make matters worse, my call was forwarded to a call center supervisor named BRIDGET, who was even nastier and more "hands-off" and quite irritable an made me feel like I had no reason to ask where my glasses were and couldnt understand or care less about why I would have a problem with repaying shipping fees to have my order properly shipped back to me. BRIDGET blamed the entire mistake on USPS.
When I called the postal service, it was explained to me that the mistake was most likely made by the company and had a screenshot of my actual package that had no apartment number on it. So, when I call GlassesShop again, TASHA answers the phone and her behavior, demeanor and professionalism wasnt anything any customer should have to go through. It was one of the worst customer service experiences Ive ever encountered. I did manage to tell her that I wasnt going to pay AGAIN to have my glasses shipped to me, and when I insisted on speaking to BRIDGET again, I was told she was in a meeting, to which I responded "I will hold". At the time of this posting, I am still on hold for BRIDGET and have been for the past 45 minutes. Who knows if I will ever get my order. After this, I will never place an order with this company again and encourage others not to as well."

I wouldn't buy any where else

Happy with my New glassess!

Great syles & value. Faster-than-store delivery.

Terrible quality, AWFUL A W U F U L customer service. BEWARE.