Glasses.comReviews of glasses.com

I would give Glasses.com minus 5 Stars if I could. Absolutely awful! Allow me to explain: I bought glasses from them 4 years ago and had a very good experience; their website was easy to navigate, their products and prices competitive. I came back a couple months ago to buy a new pair of glasses and their website was changed, all new, and just kind of weird—difficult to navigate, hard to find anything. But I managed to find the frames I wanted and ordered them with my new prescription. I have insurance so the co-pay was only $133. I received my new glasses in a couple weeks and was pretty excited, except they weren't my glasses—not even similar. The packing slip listed someone else on the other side of the country. I did a chat with Glasses.com and they apologized and re-ordered my glasses. I received the second pair pretty promptly—the correct frames, but the prescription was so far off I couldn't wear them for more than 10 seconds. Well, mistakes happen but I wasn't going for three strikes. I contacted Glasses.com and requested a refund, got an RMA and mailed the bad glasses back the same day I received them, at my own expense. I tracked the return and a few days after Glasses.com received them I contacted them to make sure they were issuing a refund. Yes, they said, it had been issued. No it wasn't. 2 weeks went by with no credit to my credit card so I contacted them again and after 20 minutes of "checking on something" the CSR said a refund had been issued, but this time on a different date than they had said the first time, 4 days ago. Okay. So I waited, but no refund, and after 2 weeks I contacted them again and they said it can take up to 15 working days and it had only been 10 working days. Okay. I waited and after 15 working days contacted them again. This time I was told that it could take 3-5 days for the credit to appear on my account after the 15 working days. All of that time has now passed, many days ago, and still no credit, and no pending credit on my credit card. Not only that, but the insurance that was charged is now lost, unusable, because we entered a new year and the refund to my insurance doesn't apply to this year. It's not a huge amount, but it is the principle: they either lied to me multiple times and never issued a credit, or they are just so incompetent that they were completely confused and just said whatever was necessary to put me off, or a combination of the two. It is my policy to never do business with a company that receives more than two such a negative reviews, whether it is from me or others, and clearly there are others who have had a bad experience with Glasses.com. It's hard to understand how a company can allow such poor management practices. Success in today's online marketplace is defined by customer service more than any other factor as all other things are usually equal—products and prices.

If I could give a negative rating I would. Ordered the first pair and it arrived quickly however there was no prescription on the lens. They quickly issued an RMA (which does not work) and processed another order. Second pair arrived AGAIN with no prescription on the lens. I am convinced that all these online glasses retailers suck and are not worth the time as I had a similar issue with another retailer although they got it right the second time. 2.5 years later they respond to this review and offer to help. Enough said.

I would give negative ratings if i could. I placed an order for prescription glasses recently on Jan 10, 2021. I am glad that the delivery was quick and packaging was secure and professional. However, the nightmare started when I needed to return due to the size of the frame doesn’t fit my features. I submitted a return request as advised on their Q&A page, 3 days later I received a follow up email saying they don’t have any record of my order and asked me to provide information when I already keyed in info when submitting the request. I forwarded the email order conf and packing slip and basically a pic of the box I got. 4 days later I received a prepaid return label but an email saying they don’t have my prescription on file when I submitted that right after placing the order. What I’m confused is that if they don’t have it, how come i received my glasses with correct prescription. What I’m afraid now is that when I drop my return parcel at the post office, they are gonna come back saying they could not issue a refund due to some stupid problems. Good thing I paid with PayPal and usually they are proactive helping buyers so if there is any problem I could always open a case. But I’m not confident that PayPal would favor me since glasses.com is a large corporation and I’m just nobody.

Oh my! I ordered at the beginning of November. They lost my glasses in December. Five calls later, they finally responded to the loss in late January. Without persistent contact, they would have not have agreed to reissue my $200+ glasses. Hopefully, I will receive the reissued pair soon, but this whole experience leaves a bad taste. Do not buy unless you have time on your hands to follow up again and again.

Update 2/1 Had a supervisor call me on 1/18 to address issues. He was combative and defensive. Offered advice on how we can re order and maybe hss card would approve even after 12/31 cutoff. Was told they would review the transcripts where we were told everything was ok hang tight. Promised a rtn call either way. no rtn call...................Please be aware that this company has a history of the worst customer service and is owned by Luxottica who also have a poor history with the BBB for settling issues. There is absolutely no supervisors or anyone in customer service capable or willing to be responsible in their job. Waiting 3 weeks for a supervisor call back. You cannot email the executive team directly, I assume because they know the deluge of complaints they would receive. Here is the rub I just wanted to buy some glasses. not return or complain...i wanted to give them money for a pair of glasses.........you would think this would be easy.......

Worst customer service ever. I returned a pair of glasses and it's been a month since they've received it and no refund yet. I tried to chat with their Customer Service Representative, Cherelle T, and she DOES NOT RESPOND. I have copies of our chats where I have asked several times if she was there and she did not even send a response to acknowledge her presence. Awful. I will send a copy of this to corporate headquarters just to show how diabolical their customer service is. I will NEVER order from this company again.

Worst company I've ever dealt with in my life..ordered a pair of glasses with superior thin lens after about two weeks finally get the order and the lens are super thick like coke bottle thick so I wrote them saying im unhappy and wanted to send them back after probably a week of emails back and forth im wrote that they would be happy to fully refund them but it seems that they had been made incorrectly in the lab and they would if I wanted remake them...I thought sure why not ill give them the benefit of doubt and after about another 3 weeks or so I finally received the "corrected replacement" exactly the same as the ones I was going to send back in the first place....don't ever order from this company

Terrible experience. Paid extra for expedited delivery. But that doesn't provide any priority on order completion. After two weeks, received my order. Right lens was completely off. Got a return order, sent them back. Three weeks later, after still not receiving a new pair, contacted via chat. Found that nothing had been done on the return, and a new order was initiated. So, after over a month, still no glasses