Chris C.
No Post Sale Support!
I ordered nearly $1000. worth of Tom Ford designer glasses from this vendor. The order took nearly a month to receive. I immediately noticed that one of the pair was twisted. I called customer service, who asked for a photo to be sent. I took a photo on glass mirror to show one side of the glasses lifted beyond .25 inch, making the glasses sit at an angle on my face. The customer service person said ticket would be started and I would receive contact from their “service team.” That never happened. I started to notice that the prescription lenses are also defective and not properly made. I now have some really expensive glasses that I can’t use. I called back several times and each time the system hung up on me. Since there was no contact, I went into their website and created a ticket myself. I was assured that someone would contact me within a few days. That was September 20, 2021. It is now October 19, and I have received no contact from the company. The ticket I created is still on my account with this vendor as “new.” I have read other reviews of similar experiences when there is an issue. I just wish I had read them before I spent a large amount with this vendor. They seem fine before the order, but their post-delivery support is non-existent. I now have to order new glasses. I will not be using Glassespros with my vision! I would suggest you don’t either. UPDATE 10/20 - As others have mentioned, you will only hear from GlassesPros after you write a public complaint, as I have done. Absolutely no contact for the previous month, then, after my review posted and I disputed the charges with my cc company, I have had 1 phone call, 1 message and 1 email. They have also posted an answer below. They want to make it appear that they tried to get in touch, but I was unavailable. The real information is that they have informed me by email that the lenses can not be refunded because they were specially made. So, even though the lenses are not correct, they will not offer a complete refund. Also, I would have to send them back for them to inspect, which would drag this entire transaction out and give them another chance to dispute what my own eyes and my optometrist are telling me. Save your precious time and continue on until you get a full refund so you don't have to deal with this company again. Update 10/21 - In good faith, I followed their request to contact them. Under their policy, I would have to spend another $100-200. out of pocket for another appointment with my optometrist to get written documentation from him in order to APPLY for a refund from GlassesPros. When I let them know that I would not spend that amount of money in advance of an RMA, they promptly closed my issue ticket. This is a very difficult company to work with if you have any issues after the sale. They seem fine with letting my cc card deal with the issue. Just a warning and an actual experience with their "customer service."
Response from GlassesPros.comOct 20, 2021
Hi Chris, thanks for getting back to us with your order information. We are sorry to hear that you are dissatisfied with your experience on GlassesPros.com If you go through our shipping policy (www.glassespros.com/shipping), our warehouse takes around 10-15 business days to ship out prescription eyewear. Shipping is a bit delayed in general these days and that might be the reason why it took so long for you to receive your glasses. For your return, however, someone from our support team tried to get in touch with you, but there was no answer. We request you to log in to your account and submit a return request. Let us know as soon as that's done and we'll approve your return and provide you with a shipping label. You can give us a call at 1833.841.9227 or message us on Live Chat on our website. If you think that your lenses were made incorrectly, we ask you to submit proper documentation from your optometrist showing what's wrong and we'll fix it for no charge to you. Lenses are custom made for each and every customer and therefore, can't be returned for a refund. Looking forward to hearing from you! Sincerely, GlassesPros Support -- UPDATED October 25th 2021 Hi Chris, Like we mentioned above, our lenses are non-refundable if they are made according to what you ordered. If they are not, we will redo them for you for no extra charge - we just need you to send us documentation from your optometrist showing the lenses were incorrect. Without that, we would not be able to accomodate your request. For frames, we can happily change them for you and reorder them. We can also refund them if they are defective. We don't say that we are perfect and we are willing to fix the issue for you. Let us know what you decide. Thanks, GlassesPros.com