The sunglasses were perfect. They work well and look great. I ordered a second pair of single vision regular glasses and have not been able to wear them. They have one leg that is extremely bowed out and no amount of warm water per instructions seem to be helping. Hopefully I can get them to work in the next few days or I will need to return them.
Hi, love the look of my sunglasses - lenses are great however the arms or sides of the sunglasses are extremely bent. When the arms open all the way, they extend far more than the 90 degrees. Which makes them challenging to keep on my face. I bought these because I'm going to the Olympics and wanted blue sunnies - however, now I don't know what to do with them because they don't fit well. If I had gotten them at a local eye doc, they'd absolutely fix this issue.
Hi Heidi,
We’re sorry to hear that you are experiencing difficulties with your glasses. Our site does provide information about frame adjustments and it is available at the following link: https://support.glassesusa.com/hc/en-us/sections/7755643297300-How-to-adjust-your-frames
Meanwhile, it is very important to us that our customers love their new glasses. All orders come with our 14 Day return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I purchased two pairs of glasses with a BOGO deal offered by GlassesUSA. Both had circular lenses. One of the lenses in one pair was apparently about 90 degrees of off where it should have been set, resulting blurred vision through that eye. On the same pair of glasses, one of the nose pieces fell off the day after they arrived.
Hi Martha,
We’re sorry to hear that you experienced difficulties with your glasses and with the returns process. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met and want to thank you for bringing this issue to our attention. We are always looking for ways to improve our service and your feedback is an invaluable part of the process.
We have received notification that the return of your glasses was successfully processed and apologize for any inconvenience.
Yours truly,
GlassesUSA.com
Terrible customer service, no real person. They dragged my order so my prescription expired. I can't buy it from anyone else now and no money returned. Gave me store credit. I am not buying anything from you. Messed up just whole order and my experience. Terrible you guys should do better
Hi Shakhlo,
We’re sorry to hear that you experienced difficulties with your order. It appears that the contact lenses that you ordered do not match the product on your prescription. As per current eyewear regulations, no retailer is able to provide you with a product that you are not prescribed. Our Customer Care Team has sent you an email regarding the status of your order.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
Delivery took a long time. Paid for expedited shipping but could never find out when glasses actually shipped? I guess that's so you can get out of the 1-3 days shipping that came by regular post office mail.
Hi AJ,
Thank you for your feedback. Recently, we improved our self-service to make it easier for our customers to access it 24/7. You can reach our Customer Care team for assistance everyday from 7 am to midnight EST at 1-844-244-1186. You can also reach us 24/7 on Live Chat at GlassesUSA.com for any other inquiry. Additionally, you can check out our Help Center and get instant answers to the most common questions.
https://support.glassesusa.com/hc/en-us
Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
Our apologies for any inconvenience and we hope that you are enjoying your new glasses.
Yours truly,
GlassesUSA.com
First, I contacted GlassesUSA for a warranty claim on glasses purchased last summer. They could not replace the broken glasses, but offered me 25% off. I reluctantly accepted and ordered a different pair. The glasses arrived with non-prescription lenses, not as ordered, and I immediately requested a return/exchange. It's now 2+ weeks later and I haven't received a return label or bar code to take them to a Happy Returns location. I've contacted customer service more than once to ask again, but you can only talk to bots. I want my money back so I can order the glasses I desperately need -- from somewhere else.
Hi Becky,
We're sorry to hear that you experienced difficulties with your order. It appears that when you placed the order, you selected non-prescription lenses and the glasses were produced accordingly. A return shipping label was sent to you on May 29. If you require further assistance, our Customer Care Team is available 24/7 on Live Chat at GlassesUSA.com or by phone everyday from 7 am to midnight EST at 1-844-244-1186.
Additionally, you can check out our Help Center and get instant answers to the most common questions. https://support.glassesusa.com/hc/en-us
Yours truly,
GlassesUSA.com
I spent over $500 on two pairs of prescription glasses. One of the pair arrived in a case that was destroyed. This happened at their facility. Someone literally placed a destroyed case into the glasses box (which was pristine) and then into the shipping box. This is what they think of their customers. When I asked for a replacement case, with images, they said they didn't have anymore. Do they really expect me to believe that?_______________
Hi
Order #****
We received an update from our Production team that we don't have any spare Versace cases.
We do apologize for any inconvenience.
If you have any questions, feel free to contact us. We're available daily by phone from 7 am to midnight EST at *******186. We are also readily accessible at your fingertips with the launch of our new mobile app. IPhone users can download it here! Additionally, you can check out our Help Center and get instant answers to the most common questions.
Best,
Mathew James
Customer Care Team
Hi Jason,
We're sorry to hear that you received a damaged frame case. Thank you for your feedback. An update was sent to you on May 26 from our Customer Care Returns Team.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
It took almost three weeks to get my order. In this day and age of shipping, this is archaic. Only to find that I didn't like the glasses and now have to send back. The online "try on" isn't accurate and all of the glasses were bigger in person than on screen
Hi,
We're sorry to hear that the glasses you had ordered are too big for you. It is important to keep the frame size in mind when looking for a new pair of glasses. You can determine the size you need by checking the size of the glasses you are currently wearing. To locate the dimensions of your existing frames, you can check the inside of the temples (or arms) for a set of three numbers. Please check out our video describing how to read the dimensions printed on your frame.
Learn more in this video: https://www.youtube.com/watch?v=SPaoavBL0e4
When you have determined the dimensions of your current frames, you will be able to compare them to the measurements listed under each frame’s product description. Please note that when comparing your dimensions to those on the website, the temple amount should remain about the same. However, the Lens Width and the Bridge amount can be within two millimeters above or below your current measurements. Each frame on the website comes in the one size listed.
We created the Virtual Try-On Mirror so you could get a more accurate picture of how the frames fit your face. To use it, simply follow these steps:
1. Click on the frame you like.
2. Click the small tab below the main photo with the words 'try it on'
3. Click the blue box just below this image that says ‘UPLOAD IMAGE.’
4. Choose an image from your computer, Facebook or even take a photo with your webcam.
As the Try It on feature will not take measurements into account, it cannot be used as a sizing tool. As such, we strongly recommend that you also check the measurements listed below the frame’s product description and compare them with your current frames.
You can also check out our short video here: https://www.youtube.com/watch?v=8h9oLQRIn8A&list=PLOonA-W9TFeXRK_VZQ5eXmNImODb-qvW8&index=4
We are also sorry to hear that the shipping timeline did not meet your expectations. Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment. However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I guess you get what you pay for...Horrible customer service. Text dialogue with chat bot was a lesson in frustration. Prescription sports glass strap failed after 10 uses... Took them two weeks to finally get back to me with an "Oh Well" response... "past the 14-day return window". All I was looking for was to BUY a replacement strap. Way too hard.
Hi Chris,
We're sorry to hear that you experienced difficulties with your glasses. All orders come with our 14 Day return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
In the unlikely event that your frame or lenses break after the initial 14 days following delivery and within one year of your purchase, we will gladly provide you with a 50% store credit towards another pair of eyeglasses under our 365 Day Manufacturer's Warranty policy.
Our Customer Care Team has sent you an update regarding the status of your replacement order. Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
Been buying glasses here for over 10 years, but that just stopped. The headline says most of it, but there are a couple more things: can't talk / chat to a human being, even though Glasses USA says it's "live chat", didn't / haven't responded to 3 emails to their service department and no invoice / statement with the glasses.
I did receive the correct frames though.
I very poor customer experience.
Hi Steven,
We’re sorry to hear that you experienced difficulties with your glasses order. All order confrmations and notifications are sent to the email address entered when placing the order. According to the email listed with your review, the email address entered when placing the order was different.
Recently, we improved our self-service to make it easier for our customers to access it 24/7. You can reach our Customer Care team for assistance everyday from 7 am to midnight EST at 1-844-244-1186. You can also reach us 24/7 on Live Chat at GlassesUSA.com for any other inquiry. Additionally, you can check out our Help Center and get instant answers to the most common questions.
https://support.glassesusa.com/hc/en-us
It is very important to us that our customers love their new glasses. All orders come with our 14 Day return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I have always had great success and customer satisfaction from GlassesUSA.
Customer service with Glasses USA is a joke. It's all digital you can't actually talk to anyone. Also they say 3 days for production I'm in day 9 and still nothing and I paid for expedited shipping. Won't order from them again if my glasses ever show up.
Hi Kassie,
Thank you for your feedback. Recently, we improved our self-service to make it easier for our customers to access it 24/7. You can reach our Customer Care team for assistance everyday from 7 am to midnight EST at 1-844-244-1186. You can also reach us 24/7 on Live Chat at GlassesUSA.com for any other inquiry. Additionally, you can check out our Help Center and get instant answers to the most common questions.
https://support.glassesusa.com/hc/en-us
Your glasses are in transit and en route to you with an estimated delivery date of Jan. 2. The tracking details are available at the following link: https://www.glassesusa.com/tracking/search/
Our apologies for any inconvenience and we hope that you will enjoy your new glasses.
Yours truly,
GlassesUSA.com
Customer service is awful.
They've sent out the wrong prescription once.
I'm still waiting. Apparently it's lost now. Cause it's been in there "sorting facility" for 5 days when I've gotten emails saying it was already shipped and on its way to me. Another lie.
They send out multiple tracking numbers. One is ups and they say it's lost another is CDL and good god their so bad at deliveries. You can't get any follow up information. The whole company are liars and can only repeat what the last person said. It's been 3 weeks without vision. Please don't purchase glassesusa
Hi Jamal,
We're sorry to hear that you experienced difficulties with your glasses. At GlassesUSA.com, we are committed to ensuring that our customers' needs are met and apologize for any inconvenience.
Meanwhile, your replacement order is in transit and en route to you with an estimated delivery date of June 14,2021. The tracking details have been sent to you.
Our apologies, again, for any inconveniencea and want to thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process.
Enjoy your new glasses.
Yours truly,
GlassesUSA.com
I have been wearing prescription glasses for almost 60 years and never had a pair break in less than 2 months. They state they have a "365 day warranty", except that the warranty is only a 50% off coupon that you can only use to purchase something else from them. Why would anyone want to buy another product from them, even at half price, if they have received a defective piece of crap the first time? Customer service only provides canned, generic responses. More than likely computer generated and not real people since it is always someone different that responds to email. I should have known better with all the coupons they throw at you to get your business, but then only let you use one per purchase. So then you have to figure out which one gives you the best deal. Pay the extra dollars and go to a local frame shop. Most places stand behind their product.
BTW - Glasses "USA" is based in Israel. Last I checked Israel was not a US state or territory.
Hi Michael,
We’re sorry to hear that you experienced difficulties with your glasses. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. We know that you are disappointed, and for that, we do apologize. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
In the unlikely event that your frame or lenses break after the initial 14 days following delivery and within one year of your purchase, we will gladly provide you with a 50% store credit towards another pair of eyeglasses under our 365 Day Manufacturer's Warranty policy.
Our Service Manager has sent you an email and will assist you directly with your concern.
Yours truly,
GlassesUSA
Twice they got my order wrong and their customer service ranges from incompetent to dishonest. They sent a completely different set of glasses than what was ordered but respond with passive-aggressive language blaming the customer.
Hi Vijai,
We’re sorry to hear that you experienced difficulties with your glasses. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them with the free returns shipping label for a refund, store credit or an exchange.
If you require any assistance, please contact our service representatives at 1 844 244-1186 or by live chat on our site.
Yours truly,
GlassesUSA.com
This was my second order from glassesUSA and it's exactly what I needed. Great selection, my new glasses arrived in a reasonable time and were a reasonable price for brand name frames.
We have had good experiences in the past. BUT. My elderly mother ordered glasses in May of this year, and from the time she received them, complained they made her dizzy. She finally went to her eye doctor who found that one of the lenses was in the frame upside down! When mom called GlassesUSA to exchange the glasses, she was told that the return window was closed and there was nothing they can do. What? We are still trying to return the defective glasses to get a credit for a future pair... no luck so far, but we will keep trying.
Hi,
We’re sorry to hear that your mother experienced difficulties with your glasses. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. All orders come with our 14 Day return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
Our Customer Care Team has sent an update to the email address entered on the order. Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com
I uploaded all information and there was an error with the prescription. Because of this error, even though I rectified it within an hour, the glasses were delayed over a week.
Hi Jesse,
We're sorry to hear that the timeline to receive your glasses did not meet your expectations. Our apologies for any inconvenience and we hope that you are enjoying your new glasses.
Yours truly,
GlassesUSA.com
Easy purchase is correct, however, the glasses I chose they stated were small meaning in diameter. They are not compared to the glasses I generally wear they're huge. But they're fine. I don't think I got the tinting or the extras I paid for. I have not addressed it with them yet, but I have a suggestion. How about putting a little note inside the glasses case that has checkmarks on the extra items that you got that were checked and double checked so we can be sure that we're getting what we paid for. My glasses don't seem to have any blue tinting. I don't know if they're scratch resistant any other things I paid for, when you pay for shipping that clock only runs after they received your order and your order is complete, but I think you still get the glasses pretty speedy.
Hi Tyler,
We have the Find My Size option to enter your frame measurements to see which overall size would be the best fit for you. We also have a Custom filtering option under Size that allows you to search based on the lens and temple/arm measurements.
Your glasses were produced with the the digital block filter and included the scratch resistanct coating. The order was produced according to your selections on the order form that was sent to you after placing the order. If you require any assistance, our Customer Care Team is available 24/7 on Live Chat at GlassesUSA.com or by phone everyday from 7 am to midnight EST at 1-844-244-1186.
Additionally, you can check out our Help Center and get instant answers to the most common questions. https://support.glassesusa.com/hc/en-us
Thank you for choosing GlassesUSA.com.
Yours truly,
GlassesUSA.com
I got my order and was surprised it did not come with a glass case. The packaging could have been better. It came inside a damaged box.
Nice glasses but I was surprised by how long it took to get them. It was over 3 weeks and almost a month. I had ordered from a competitor (company not owned by luxotica) and received them much faster.
Overview
GlassesUSA has a rating of 2.8 stars from 3,827 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with GlassesUSA most frequently mention customer service, business days and tracking number. GlassesUSA ranks 9th among Eyeglasses sites.
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- New York, NY, United States
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Business History
The company primarily focuses on North America, but also accepts orders from 92 countries.
Around 40,000 unique visitors visit the website daily.
In 2015, GlassesUSA raised a $12.5 Million growth round led by the Viola Private Equity fund.
Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Stephanie,
We're sorry to hear that you are experiencing difficulties with your glasses. At GlassesUSA.com, we are committed to ensuring that our customers’ needs are being met. The Help Center on our website offers a variety of assistance including frame adjustments. Meanwhile, it is very important to us that our customers love their new glasses. All orders come with our 14 Day return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange.
Production and shipping times vary depending on your prescription and the nature of your order, as well as which shipping method you choose. As stated on our site and at the time of purchase, our typical production time is as follows:
Single vision (general use/near vision): approximately 2-4 business days
Multifocal / bifocal / tinted lenses / polycarbonate lenses: approximately 6 business days
Shipping can take between 5-10 business days, depending on the Courier:
Standard (free): up to 7-10 business days
Expedited (additional fee): up to 5-7 business days
Express (additional fee): up to 3-5 business days
If you require any further assistance, we would be happy to help. Our Customer Care Team is available 24/7 on Live Chat at GlassesUSA.com or by phone everyday from 7 am to midnight EST at 1-844-244-1186.
Our apologies for any inconvenience.
Yours truly,
GlassesUSA.com