GlassesPros.comReviews of glassespros.com

Response from GlassesPros.comJan 14, 2021

Hello Teresa, we are sorry that you feel this way. There are times when frames get discontinued. The fashion industry is ever-evolving and frames may get discontinued and/or renewed every 4 to 6 months on average. We gave you call right after your order was placed and received no answer, we called again a day after to notify you of the situation. Your order was cancelled right away and you received a full refund within 24 hours of your order date. We want you to know that we are sorry that your favorite frame is no longer in production, however, GlassesPros.com had no control over the matter except for the hassle-free refund process which we did for you right away. As an up and coming business, these reviews can make or break us, and we'd appreciate it if you could look at this situation fairly and see what we did for you on our end as well. Furthermore, if you need any help at all, please reach out directly at [email protected]

Response from GlassesPros.comJan 14, 2021

Thank you so much for the review! Let us know how you like the Persols, there'll be a surprise in your package as well!

Response from GlassesPros.comJan 14, 2021

Hello Tiffany, we are sorry to hear this inconvenience that has come up in your shopping experience with us. COVID-19 has been affecting the world worse and worse ever since it has showed up, and eyewear manufacturers are no exception to this world-wide pandemic. You had ordered two pairs of eyewear, both from the brand Spy. We did everything in our capacity to get you the first pair before Christmas. It arrived on the 23rd, 2 days before Christmas and honestly, we were relieved to see that. Your second pair however, had to be back ordered as you described in your message, and is still in transit. Once again, we apologize for the inconvenience. We did everything possible to get you that pair before Christmas, and were hoping for the manufacturers shipment to arrive in a timely manner, it unfortunately hadn't. We want to make this up for you, however we can. We gave you a call yesterday but you were occupied. Please give us a call back at 1-833-841-9227 and kindly ask to be connected with Ray, I will personally help you resolve this matter and turn this experience around.

Response from GlassesPros.comJan 14, 2021

Hello Jacob. We gave you call yesterday and discussed how and why this problem had occurred on this particular order from our Black Friday special. With COVID-19 having affected our workforce combined with the rush of orders that normally happen near the end of the year, there were a lot of challenges for our manufacturers to get the eyewear our clients love delivered in a timely manner. We offered to give you a third free pair of glasses, with free prescription lenses in order to make up for this experience. Meanwhile your 2nd frame will still be delivered to you as well. Your response at the time was, "Why run a special if you know you're gonna have problems?" and the answer to that would simply be to save our customers money in these challenging times. Nonetheless, this is not an experience we want any of our clients to have. You were occupied at work yesterday but if you'd like to talk further about this matter, please directly reach out at [email protected]

Response from GlassesPros.comJan 12, 2021

Lorie, We are very sorry to hear about the bad experience you had with your insurance company. They are never easy to deal with. We are running on a skeleton staff due to Covid 19 and as a result wait times are longer than normal. We do offer live chat which is by far the quickest way to reach an agent and get answers. As for the invoicing, it's set in a standard format that cannot be edited by our customer service agents. After performing an investigation you requested our staff to modify your invoice. We cannot modify your invoices it's considered fraud. That said we have several invoice formats that we can pull from. I beleive this is what you were implying and it was miscommunicated and as a result misunderstood. This can easily be solved. We will happly send you a copy of your invoice in another format. Simply connect with us on live chat and explain what it is you actually require. Thank you and look forward to hearing from you soon.

Response from GlassesPros.comJan 14, 2021

Hi Nick There was a technical problem in the back-end of our website that was causing a gap in our communication chain. The problem has been fixed and we have sent out a mass email to address anyone that was negatively affected by this. We want to assure you that your order did not sit here for 10-14 days. At GlassesPros.com, we tend to ship out orders within the same day depending the frame and its prescription. Please reach out to us directly through Live Chat on our website (quickest way) or email us directly at [email protected] in order for us to find out more about this order and turn this experience around however we can.

Response from GlassesPros.comDec 29, 2020

We sympathize and understand your frustration here. Waiting on answers is never a fun process... Our customer service department has thoroughly looked through your order history and assessed this case. Here is the history for your records: Dec 1st - You placed an order with us and we contacted you to thank you and review your order. We were routed to your voicemail and never heard back from you. Dec 9th - We attempted to contact you again as we were only received 1 of your 2 two frames at this time. Out of courtesy, we were going to ship out the one frame that we received and cover the cost of the extra shipping and handling fees. Dec 10th - We contacted you again and got no response both via phone and email. Dec 11th - We contacted you once again via phone and email. Dec 14th - We finally received a reply to one of our many courtesy emails and phone calls. You stated you DID NOT want us to ship your orders in two separate shipments. Even though we would cover the extra costs and this would be the best option at this time. Dec 24 - 25 - Closed for the holidays Dec 29th - You called our help desk a total of 7 separate times 9:30AM to 10:06 AM. Each time we answered you with the utmost respect, however, you contacted us and berated our customer service staff. We just wanted to remind you that kindness and humility go a long way. You requested a refund and we complied with a 100% refund. You refused to hang up while the process took place. We stated we would contact you back and send you a confirmation email. You refused and continued waiting on hold as per your own request. Due to COVID-19, there are some instances that shipments can take a bit longer than expected to be received, this is where we sympathize with you. This is why we offered to send your order out in two shipments. We truly wanted for you to get your glasses as soon as possible Our call center is very busy and when you are rude and refuse to hang up the phone until you get an answer it may seem like an eternity, so we apologize for that. We also looked at the call log as we use VOIP and we determined that you were definitely not on hold for an hour as you suggested. Best luck in the New Year to you we hope you get your eyeglasses situation sorted out.

Response from GlassesPros.comNov 27, 2020

Hello Christian, thank you for taking the time to write a review. We sincerely hope everything is going well with your moving process. Your first order was placed on Nov 10th and was canceled right away with your request. After we notified you that the pair was not in stock in less than 48 hours, your second order was placed on the 13th of November, which is only 3 days after your initial contact, and that one was canceled as well upon your request. We appreciate constructive criticism now and always because it helps us improve, however, the inaccurate timeline mentioned in your review does not match our records. Please let us know if we can help you with any future requests.