GlassesPros.comReviews of glassespros.com

Response from GlassesPros.comSep 7, 2021

Hi there, Thanks for taking the time to leave us a 5-star rating. We are glad you were able to find a perfect pair for yourself at an amazing price. Thanks for choosing us! GlassesPros.com *****UPDATE***** Hi Patty, We are sorry to know that a support agent from our team was not able to help you with your request. Not every piece of information about your order is accessible to our customer service representatives (for security reasons) and looks like that's where the confusion happened. Our agents could have never known if the package was still in the facility or had left once the label is created (it shows shipped in our systems), otherwise, they could have retracted it. The tracking information only shows "label created" until USPS scans the item upon receiving. It was shipped out from our facility at the end of the day yesterday in a big bag along with other packages and the tracking would show the same status until USPS scans the package, sorts it, and forwards it to the next hub. We apologize for the confusion and the inconvenience this has caused. We have a 5-day hassle-free return policy. If you still don't want to keep the package, you can contact us between 8 am and 4 pm PST once you receive the package and we will provide you with a return label and a 100% refund once we receive the item. Again, we are truly sorry for the confusion and wish that it could be avoided. Let us know if we can do anything else for you in the future. Sincerely, GlassesPros Support

Response from GlassesPros.comSep 7, 2021

Hi Lago, there was a reply posted to your previous two comments. We couldn't post details since an order number was never shared with us in your comments and we couldn't track what order was being mentioned. Your calls have always been answered unless you called us outside the office hours. We understand your frustration and apologize for it. Thank you for finally sharing your order number and RMA number. We couldn't have provided you with any information without any of the details provided. For lenses, we rely on the prescription provided by customer while placing the order and from the last comment in the order, we can see that the prescription you entered was way off from the prescription you provided on September 2nd. Unfortunately, we can't refund for lenses that were made according to what you entered and requested. We asked for your doctor's documentation to see if the values matches what you entered. If they would have been right, we would have happily redone the lenses for you. About the phones getting hung up, that was not done by intent. The calls got disconnected because of bad network. The agent tried to call you back but when they weren't able to get in touch, they left a voicemail. We are sorry that you feel frustrated with your experience and are happy to provide you with a suitable solution. Please give us a call at +1-833-841-9227 and ask for Vansh. As mentioned in our previous reply, he was assigned to this case and will take care of you! Sincerely, GlassesPros Support

Response from GlassesPros.comSep 2, 2021

Dear Valued Customer, we are sorry to hear about your inconvenience. We offer over 170,000 frames and we stock the majority of them, but with popular frames, it becomes very easy to sell out. Therefore, we have to special order frames from manufacturers and that's when we get to know that a particular frame or a color is on backorder or has been discontinued! It's not just us - this is a problem across all online approved retailers for designer brands. We never get a notification from the suppliers about the discontinued products. To make up for the inconvenience, we want to offer you a 10% discount on your next order. Please message us on Live Chat or Call us at 1.833.841.9227 and let us know about this situation. We'll provide a coupon code for your order. Thanks, GlassesPros.com

Response from GlassesPros.comSep 7, 2021

Hi there, we are sorry to know that you are not completely happy with your purchase. From what we can see, you had ordered transitions drivewear in index 1.74 which are not made in the prescription you had provided. Unfortunately, with high prescriptions, we are left with a limited number of options and there's nothing we can do to control that. We sell 1.74 index lenses but not in your prescription. And therefore, we got in touch with you to see if you wanted the 1.60 which was available. Per your request, the order has been canceled and the amount has been refunded to the same payment method used while placing the order. Again, we apologize for the inconvenience and hope that we can help you in the future. Sincerely, GlassesPros.com

Response from GlassesPros.comSep 9, 2021

Hi there, thanks for getting back to us with the order details. We are sorry to know that you are not completely happy with your purchase at glassespros.com and we apologize for that. From what we see in our records, your order was placed on July 31st. One of the glasses you ordered was ready to be shipped out on August 12th (within the 10-15 day timeline as per the policy) and a notification was sent to you asking for partial shipment. The other frame was on the manufacturer's backorder until the first week of September and a notification for that was sent as well. Since you were not willing to wait for the second frame, a refund for the second frame was processed on August 20th. We request you to check your credit card statement for your refund. For the second pair, however, your RMA has already been approved and a return label has been sent to you. We request you to send everything back to us, and we'll process the refund as soon as we get them. We saw your emails saying you are waiting for the refund but unfortunately, we are unable to issue refunds without receiving the items back. We hope you understand! Again, we are truly sorry for your inconvenience and hope to make up for it! Sincerely, GlassesPros.com

Response from GlassesPros.comAug 31, 2021

Hi Matt, Thank you for taking the time to write this 5-star review for us. We are glad you were able to find a perfect pair for yourself at GlassesPros.com and saved a ton of money while in the process of buying your new eyewear. Let us know what we can do for you in the future! Thanks, GlassesPros.com

Response from GlassesPros.comAug 31, 2021

Hi Pat, we are sorry to hear about your inconvenience. We carry over 170,000 frames on the website and it's difficult to carry each and every frame in stock since the popular ones get sold out easily. Thus, we have to specially order the frames from the manufacturers every now and then. That's when we come to know about the actual status of a frame. We try to get them as soon as possible but with manufacturer backorders, there's nothing we can do. We check if the customer is willing to wait, and process the orders only after getting the confirmation. For your frames, however, we could get one of the frames quicker than the other one and shipped it out after getting a confirmation from you. The other frame, however, is still on backorder. We checked with the supplier last on August 27th and they said they still have it on backorder and no ETA has been provided to us. If you have any questions or concerns, we recommend getting in touch with us via Live Chat on our website or call us at 1.833.841.9227. We have realized that a lot of emails don't come through and that only creates a gap in communication! Again, we are truly sorry for the inconvenience this has caused and hope to get the frames to you at the earliest. Sincerely, GlassesPros.com

Response from GlassesPros.comAug 23, 2021

Hi Gina, we are sorry to know your frame was back-ordered. We carry over a 170,000 frames on the website and it's practically impossible for anyone to carry each and every frame (in every color and size) in stock. We order frames from our suppliers every now and then without getting a notification about backorders. They're always first-come-first-serve and there are situations when the frame is available at the time of placing an order and they go out of stock before they are shipped to us. This situation is completely out of our hands and we try our best to stay on top of this. But, sometimes, things get out of control. Plus, the shipping delays these days make it even worse. Again, we truly apologize for this situation. We know it's not your fault and we appreciate your patience in this regard. If you are not willing to wait for longer, please let us know - we'll cancel your order and process a 100% refund. Sincerely, GlassesPros.com