I bought a year's worth of contacts from this website (48 pairs). I specifically checked their returns policy before placing my order, and it clearly says that if you need to change prescriptions, you can return "all unused lenses, as long as they're in their original sealed packaging." The policy does not say "you can return unopened boxes only."
I used 2 pairs of contacts and still could not adjust to monovision, so I called my eye doctor to set up a new appointment, and then I contacted GlassesUSA about returning my unused lenses. They refuse to accept the opened boxes of contacts, even though the remaining contacts ARE sealed in their original packaging.
The person I spoke to on the phone said I missed the 14-day window for returns, even though their website clearly states I have 30 days to return contact lenses.
I asked how to go about returning the rest of my order, because I was sent different-quantity boxes than what I had ordered. (Ordered 2 boxes of 24 for each eye. Got 2 boxes of 24 for my left eye; got 8 boxes of 6 for my right eye.) They rejected my entire return.
The policy posted on their website is deliberately deceptive. "Unopened boxes only" is simpler and clearer, but they use a vaguer description ("sealed in their unopened packaging"), knowing that customers will interpret it in a way that they do not intend to honor.
Your complaint has been submitted and assigned the ID 14045201. For your reference, a copy of your complaint appears below. You will receive an email with further information once your complaint is processed by the BBB.
The complaint is being handled by the dispute center listed below. Please contact them with any questions.
Better Business Bureau Serving Metropolitan New York (New York, NY)
Consumer Information Date Filed: 12/22/2019 Sal: Mr. First Name: Michael Middle Name: D Last Name: K Suffix: Daytime Phone: Fax: Email: Business Information Business ID: 0000107236 Name: GlassesUSA Address: 954 Lexington Ave City: New York State/County: NY Zip/Postal Code: 10021 Business Phone Number: (844) 244-1186 URL:
The consumer indicated that they WOULD speak to the media about this complaint. Complaint Detail / Problem Complaint Type: Repair Issues Problem: I bought one pair of $627.00 glasses online from Glassesusa.com. I purchased the 20/20 Enhanced Coverage to get them replaced for a $30.00 copay if they get broken. I broke the glasses by mistake.
I called to make the claim on the 20/20 Enhanced Coverage. They say they are having problems with the system and can't process my[payment or anyone else's, call back in an hour. I call back several more times that day with the same result. Decide to wait until the next day. Been with glasses that I need to drive, work, read, and other things for a full day now.
Next day call several times with the same result. I have now called over 6 times and spent 20 plus minutes each time on the phone wasting my time. Been with glasses that I need to drive, work, read, and other things for two full days now. Third day. I called again. They still can't process my payment because of a system problem.
I asked to have the glasses sent and charge me when the system gets fixed. They won't do that. I asked for a full refund so I can go buy another pair of glasses because they refuse to process my claim for the replacement pair under the 20/20 Enhanced Coverage. I need glasses to function. They do not care.They will not honor the 20/20 Enhanced Coverage without the payment, and they cannot run the payment.
I spoke to a supervisor Zoe and asked to accept my payment, ship the glasses and run the payment when the system gets back up, or refund me all of my money so I can go buy another pair of glasses. She refused to do anything to resolve my issue. So now I will have to go buy another $500.00 pair of glasses because I was fraudulently sold a warranty that I cannot use.
I will also be contacting an attorney to demand a full refund. They are scamming people with a warranty you cannot use. Sincerely, ' Michael Kern Madison Taylor (GlassesUSA) Dec 20, 09:54 PST Hi Michael, Order # 1000521485 Good news! We've reviewed the pictures and are glad to report that with your 20/20 Enhanced Coverage you are eligible to receive new glasses.
In order to activate the coverage, contact our Customer Service at 1-844-244-1186 to pay the $30 co-pay required for reproduction. You can call anytime, we’re available 24/7. To read more on our 20/20 Enhanced Coverage, click on the following link: http://www.glassesusa.com/terms-and-conditions#RETURNPOLICY. If you have any questions, you can always email us at [email protected] . Here for all your eyewear needs, Madison Taylor GlassesUSA.com Team This email is a service from GlassesUSA. Delivered by Zendesk | Privacy Policy [ER6Z30-QXED]
Desired Resolution / Outcome Desired Resolution: Refund Desired Outcome: I demand a full refund. They have defrauded me. I am buying a new pair of glasses because I can't wait forever. From: GlassesUSA Sent: Wednesday, October 16, 2019 12:33 PM To: Mike Kern Subject: GlassesUSA.com: New Order # 1000521485 Hello Mike Kern, We have received your order and we are eager to start producing your glasses! Please note that you will get automatic updates every step of the way.
You may also track your order using the following link. If you have any questions, please feel free to email us or call our customer service line at 1-844-244-1186. We are available All Day. Every Day. 24-7. Your order confirmation is below.
Thank you again for your business.
Your Order #1000521485 (placed on October 16, 2019 10:31:57 AM PDT) Billing Information: Payment Method: Mike Kern 18045, Holly Ridge Drive Hammond, Louisiana, 70403 United States T: 9852084137 Credit card Credit Card Type: VISA Credit Card Number: Shipping Information: Shipping Method: Mike K 3-5 business days - Shipping and handling Item Item Price Sku Qty Subtotal Ray-Ban 6335 Black $168 What do you use your glasses for?
Progressive (Distance & Reading) Included Package Premium (1.6 Index - Thin, ClearBright® lenses, UV Protective, Premium Anti-Reflective, Scratch resistant, Prescription card (+15% Off your next order)) $229 Transitions® VI Gray $169 Prescription details SPH CYL AXIS ADD Right (OD) +2.00 -2.00 7 +2.25 Left (OS) +1.75 +1.25 179 +2.25 Pupillary Distance (PD) - 62 Near PD - 59 44-H3994-Progressive-progregpak-Premium-Hoya1.67-HMC-trans-gray-insurance_20_20-HMX-insurance_20_20 1 $627.00 Subtotal $627.00 Shipping & Handling $12.95 Grand Total $639.95
Thank you again,
GlassesUSA.com For any insurance claims, please note that the GlassesUSA.com federal tax identification is 38-3978668. Should you have further questions regarding taxes or for any other matter, we may be reached at 1-844-244-1186 or via the Help tab at GlassesUSA.com.
Complaint Background Not all of these questions are required. Please provide as much information as you have. 1. Product/Service Purchased: Eyeglasses 2. Model Number: 6335 Black 3. Contract, Account, or Policy #: 4. Order #: 1000521485 5. Purchase Date: 10/16/2019 6. Date Problem First Occurred: 12/20/2019
Dates you complained to the company/organization
7. First Date: 12/22/2019 10. Payment Made: In Full 11. Payment Method: Credit Card
Name of Sales Person
13. First Name: Zoe 15. Last Name: 17. Purchase Price: $627.00 18. Disputed Amount: $627.00
I ordered 2 pair of glasses. They only shipped one pair, saying they could not make the other. I paid additional money to upgrade the 2nd pair, but they never shipped it.
Multiple calls to customer service only resulted in delay, obfuscation, and misdirection. After each call they promissed to email an inquiry to the production department and get back to me in 24-hours, but the promissed replies never returned.
I am not trying to get my money back, but they say that will take 30 to 60 days, despite the fact that they bill immediately and promise to ship in 14 days.
Shipping took a long time with almost no updates through the provided tracking number. Received the glasses, and they were comically bad. It was almost as if the lenses were set crooked in the frames, causing my sight to be very distorted.
The return policy on the website states that you can return your first order within 14 days, no questions asked for a 100% money back guarantee. Shipped out the glasses about a week after receiving them, using the return shipping label that THEY provided.
A few weeks go by, and I still haven't received any kind of update on the return process. Reached out to them, only to be told they supposedly never received my glasses and can't help me. They are asking for proof that I sent the glasses, but I'm not really sure how to do that since I used the shipping label that they provided to me. It's not like my mailbox prints out a receipt when I put things in it.
So that's $190 down the drain because of this worthless company. Over a month of emailing and I haven't talked to anyone remotely helpful. Total scam.
False Faulty Product and Deliverables Beware Customer service Is Unbelievably awful. advertised times for product delivery wrong, hours on hold by phone, multiple emails no response with answers. miss communications at every point tracking numbers that do not deliver do not move they do not ship from where they say they're gonna ship and they do not follow through with what they say they're gonna follow through with. stay away from this company there are reports all over the Internet about how terrible this company treats potential customers not to mention people who have paid as a customer. They are scamming Facebook users stay away the reviews are modified you cannot even make a review because they block anybody who is making complaints or adding to the the many existing customer complaints and problems they know they are wrong they know they can't deliver they know they are misleading people and they do not no how to run a business stay away stay away beware beware!
Before purchasing the glasses I was told that the insurance would be good because it fully covers the glasses and that I would not have to pay for anything because I would be fully covered. As soon as I needed a replacement I was told I have to pay a copay and that the return policy if I just wanted to send the glasses back was only good for a couple weeks. I called sent emails at first they would not respond to my emails so I started calling.
I called today and talked to a representative named supposedly named River Perry. Perry kept putting me on hold and claiming that he would get a supervisor and be coming up with reasons why I can't get a return. I noticed that this was getting nowhere so I asked to speak to a manager. The manager name is Pablo Garcia, I was told by River Perry that Pablo said he has no reason to talk to me.
I purchased two pairs of sunglasses from glassesUSA.com. The time from order to delivery took forever.
The glasses finally arrived, and one pair was so large that they literally fell off of my head. I contacted the Returns Department. They sent a shipping label and I posted the glasses back the same day.
Then came the hassles. Every excuse possible was given by the company. Standard emails were given each time I wrote the company. Then the company demanded I send a photo of me wearing the one pair of sunglasses I kept.
I complied with the request. But the company said they never received the photo. At this point I had hours into the attempted return. Any normal person would have given up, but this is what the company counted on. I refused to give up.
Several more emails were sent by me. Standard responses again were sent to me. I again sent new photos of me wearing the less expensive glasses, which I kept.
Finally, a 32 minute call resolved the issue, and I received a total of $46.80 in credits. For my efforts, I probably earned pennies per hour. But I kept pressing the issue and hinted that I would file suit against the company for a refund.
Do not ever deal with glassesUSA. They suck you in with lower prices, but returning a pair of glasses is nearly impossible.
I purchased a pair of prescription sunglasses at the price of $266.40. Company had a money back guarantee. The glasses were not as expected and contacted them to choose another frame and exchange them. Lots of emails back and forth. I returned the not acceptable sunglasses to them and ordered a different pair, which were significantly less in price. I received the new pr. of sunglasses with no paperwork.
11 months went by and I contacted them regarding my credit due that had not showed up on my credit card account. First, I was told that I had no credit, that I had used it. Many emails back and forth to finally get someone to acknowledge that the entire amount had not been used and that i had a $98.40 credit. The email was on April 7, 2016. I had asked for the credit to be put back on my credit card and was told it was not their policy to do this, that they would provide me with a store credit. i needless to say was not happy about this as how often do you need to purhase prescription glasses.
It is now May 21, 2017 and I need to purchase new glasses as I am required to have my eyes checked every other year. I emailed company and they provided me with my credit ouch number. I tired to use it but kept getting errors. I contacted them once again regarding this and I am now told the my credit of $98.40 is inactive and I have no credit that it has expired. Their policy is that uou must use the credit within 1 year.. Absolutely, ridiculous, especially with eyecare! One would think in one of the 2 emails mentioning my credit that it would have been mentioned that #1 it would expire in 1 month and #2 that it had already expired instead of telling me how to use the store credit.
i attempted one last time to email them and was told they were sorry that store credits are only good for 3 months! REALLY? None of their emails make an sense are certainly not consistent with their info provided.
I do not feel that any of their policies are suitable for any business especially the form of business that they provide (or I should say...SHOULd provide). I have now paid for a pair of designer sunglasses for a budget pair of sunglasses. No one is willing to listen and I was actually laughed at on the phone yesterday by one of their employees. Amazing.
Ordered bi-focal glasses. they were unable to fill my prescription. i asked for a refund and was told i would recive a full refund in ten days. it has been 25 plus days, no refund and they have blocked my phone number. do not do busniss with these rip off clowns.
In August of last year, I ordered a pair of eyeglasses from GlassesUSA. After receiving them, within the first 24 hours the nosepiece had broken off and I felt I had gotten a very poorly made frame, although the lenses were fine. I called and spoke to a customer service rep, Mr. Rocco Shemtov, and told him I would take a chance and order a replacement pair, which were more expensive, which I hoped would help with the quality and be better made. He told me it could take up to a month or more to do the exchange, and we would get the new pair much faster if we ordered and paid for it, and he would make notes in the computer that when the 1st pair came in for exchange, it was for poor quality, and no restocking fee would apply.
I received the 2nd pair and again, the quality was poor. I called customer service and initiated a return for the 2nd pair, and was aware that I would be paying a restocking fee based on their policy. After waiting 8 weeks from shipping the first pair back, my PayPal account was credited, minus the 20% restocking fee I was assured I would not be charged. I called customer service and was very rudely told that this was their policy and it's clearly written on their website. They would not check the computer for notes that the first rep who helped me with the exchange order was supposed to have entered so I would not be charged.
6 months later, voluminous emails, phone calls, and having the BBB of Greater NY help me file a claim, I am still trying to get my almost $300 back on the 2nd returned pair, for which I have the proof of delivery. When also filing a claim with PayPal, which is how I paid for these eyeglasses, my claim was eventually denied because the address of record that they have on file for GlassesUSA is not the address that the prepared return label that GlassesUSA provides for returns, and the address that my Proof of Delivery shows.
I am not going to give up, as many complainants on the BBB website and Resellerratings.com have done. I work very hard for my money and to have to pay over $300 (between the restocking fee and the $289.95 I spent on the 2nd pair, and have no eyeglasses, is fueling my desire to let the world know what a crooked company this is. In researching, I found that the company is not even an American company, it is an Israeli company and the owner is an Israeli who resides outside of the USA. BBB shows many complaints on file, most of which are ignored by GlassesUSA and closed with no resolution.
BEWARE buying from this scam company and if you decide to do it anyway, Do Not Use PayPal, where you will have no recourse, even with Proof of Delivery, because the way GlassesUSA is registered with PayPal, PayPal does not recognize the returns address as belonging to GlassesUSA.
Glassesusa is without doubt the worst company I have found. They make mistakes on orders. When they make a mistake, you have to call customer service to have the problem they created corrected. The first time I called customer service, I was on hold for one hour 52 minutes and had to hang up before they answered. The second time I called, I was on hold for two hours 37 minutes before they answered. This is unconscionable. Before placing an order with this company, call their customer service number (800-917-7083) to see how long you will have to hold when you have to call to have them correct mistakes they made on your order. Do you really want to patronize a company that will keep you on hold for hours?
I ordered glasses online. There was obviously a mistake with the glasses cause I couldn't even wear them. I tried to return them, they offered me 120% discount on a new pair, but I couldn't wait another 10 business days. I got my new pair at a local store in 3 business days. They took 5 days to send me a label to return my glasses. They received my glasses back on September 18. I tried to contact them but no answer.
I paid to return my glasses. They charged me a 20% restocking fee! Where did I see that? Was it on a web page that I had to click three different buttons to get to? Gee, did they have to walk 20 feet to restock my glasses. YOU KNOW how a pair of glasses takes up as much space as a sofa.
When I asked for a refund, they tried to sell me more pairs of glasses.
They say free shipping and returns--NOPE. I paid to return my glasses.
They charged me a 20% restocking fee! Where did I see that? Was it on a web page that I had to click three different buttons to get to? Gee, did they have to walk 20 feet to restock my glasses. YOU KNOW how a pair of glasses takes up as much space as a sofa.
GlassesUSA Reviews
I bought a year's worth of contacts from this website (48 pairs). I specifically checked their returns policy before placing my order, and it clearly says that if you need to change prescriptions, you can return "all unused lenses, as long as they're in their original sealed packaging." The policy does not say "you can return unopened boxes only."
I used 2 pairs of contacts and still could not adjust to monovision, so I called my eye doctor to set up a new appointment, and then I contacted GlassesUSA about returning my unused lenses. They refuse to accept the opened boxes of contacts, even though the remaining contacts ARE sealed in their original packaging.
The person I spoke to on the phone said I missed the 14-day window for returns, even though their website clearly states I have 30 days to return contact lenses.
I asked how to go about returning the rest of my order, because I was sent different-quantity boxes than what I had ordered. (Ordered 2 boxes of 24 for each eye. Got 2 boxes of 24 for my left eye; got 8 boxes of 6 for my right eye.) They rejected my entire return.
The policy posted on their website is deliberately deceptive. "Unopened boxes only" is simpler and clearer, but they use a vaguer description ("sealed in their unopened packaging"), knowing that customers will interpret it in a way that they do not intend to honor.
Do not trust this website!
Your complaint has been submitted and assigned the ID 14045201. For your reference, a copy of your complaint appears below. You will receive an email with further information once your complaint is processed by the BBB.
The complaint is being handled by the dispute center listed below. Please contact them with any questions.
Better Business Bureau Serving Metropolitan New York (New York, NY)
30 East 33rd Street 12th Floor
New York , NY 10016
[email protected]
Web: http://www.newyork.bbb.org
Consumer Information Date Filed: 12/22/2019 Sal: Mr. First Name: Michael Middle Name: D Last Name: K Suffix: Daytime Phone: Fax: Email: Business Information Business ID: 0000107236 Name: GlassesUSA Address: 954 Lexington Ave City: New York State/County: NY Zip/Postal Code: 10021 Business Phone Number: (844) 244-1186 URL:
The consumer indicated that they WOULD speak to the media about this complaint. Complaint Detail / Problem Complaint Type: Repair Issues Problem: I bought one pair of $627.00 glasses online from Glassesusa.com. I purchased the 20/20 Enhanced Coverage to get them replaced for a $30.00 copay if they get broken. I broke the glasses by mistake.
I called to make the claim on the 20/20 Enhanced Coverage. They say they are having problems with the system and can't process my[payment or anyone else's, call back in an hour. I call back several more times that day with the same result. Decide to wait until the next day. Been with glasses that I need to drive, work, read, and other things for a full day now.
Next day call several times with the same result. I have now called over 6 times and spent 20 plus minutes each time on the phone wasting my time. Been with glasses that I need to drive, work, read, and other things for two full days now. Third day. I called again. They still can't process my payment because of a system problem.
I asked to have the glasses sent and charge me when the system gets fixed. They won't do that. I asked for a full refund so I can go buy another pair of glasses because they refuse to process my claim for the replacement pair under the 20/20 Enhanced Coverage. I need glasses to function. They do not care.They will not honor the 20/20 Enhanced Coverage without the payment, and they cannot run the payment.
I spoke to a supervisor Zoe and asked to accept my payment, ship the glasses and run the payment when the system gets back up, or refund me all of my money so I can go buy another pair of glasses. She refused to do anything to resolve my issue. So now I will have to go buy another $500.00 pair of glasses because I was fraudulently sold a warranty that I cannot use.
I will also be contacting an attorney to demand a full refund. They are scamming people with a warranty you cannot use. Sincerely, ' Michael Kern Madison Taylor (GlassesUSA) Dec 20, 09:54 PST Hi Michael, Order # 1000521485 Good news! We've reviewed the pictures and are glad to report that with your 20/20 Enhanced Coverage you are eligible to receive new glasses.
In order to activate the coverage, contact our Customer Service at 1-844-244-1186 to pay the $30 co-pay required for reproduction. You can call anytime, we’re available 24/7. To read more on our 20/20 Enhanced Coverage, click on the following link: http://www.glassesusa.com/terms-and-conditions#RETURNPOLICY. If you have any questions, you can always email us at [email protected] . Here for all your eyewear needs, Madison Taylor GlassesUSA.com Team This email is a service from GlassesUSA. Delivered by Zendesk | Privacy Policy [ER6Z30-QXED]
Desired Resolution / Outcome Desired Resolution: Refund Desired Outcome: I demand a full refund. They have defrauded me. I am buying a new pair of glasses because I can't wait forever. From: GlassesUSA Sent: Wednesday, October 16, 2019 12:33 PM To: Mike Kern Subject: GlassesUSA.com: New Order # 1000521485 Hello Mike Kern, We have received your order and we are eager to start producing your glasses! Please note that you will get automatic updates every step of the way.
You may also track your order using the following link. If you have any questions, please feel free to email us or call our customer service line at 1-844-244-1186. We are available All Day. Every Day. 24-7. Your order confirmation is below.
Thank you again for your business.
Your Order #1000521485 (placed on October 16, 2019 10:31:57 AM PDT) Billing Information: Payment Method: Mike Kern 18045, Holly Ridge Drive Hammond, Louisiana, 70403 United States T: 9852084137 Credit card Credit Card Type: VISA Credit Card Number: Shipping Information: Shipping Method: Mike K 3-5 business days - Shipping and handling Item Item Price Sku Qty Subtotal Ray-Ban 6335 Black $168 What do you use your glasses for?
Progressive (Distance & Reading) Included Package Premium (1.6 Index - Thin, ClearBright® lenses, UV Protective, Premium Anti-Reflective, Scratch resistant, Prescription card (+15% Off your next order)) $229 Transitions® VI Gray $169 Prescription details SPH CYL AXIS ADD Right (OD) +2.00 -2.00 7 +2.25 Left (OS) +1.75 +1.25 179 +2.25 Pupillary Distance (PD) - 62 Near PD - 59 44-H3994-Progressive-progregpak-Premium-Hoya1.67-HMC-trans-gray-insurance_20_20-HMX-insurance_20_20 1 $627.00 Subtotal $627.00 Shipping & Handling $12.95 Grand Total $639.95
Thank you again,
GlassesUSA.com For any insurance claims, please note that the GlassesUSA.com federal tax identification is 38-3978668. Should you have further questions regarding taxes or for any other matter, we may be reached at 1-844-244-1186 or via the Help tab at GlassesUSA.com.
Complaint Background Not all of these questions are required. Please provide as much information as you have. 1. Product/Service Purchased: Eyeglasses 2. Model Number: 6335 Black 3. Contract, Account, or Policy #: 4. Order #: 1000521485 5. Purchase Date: 10/16/2019 6. Date Problem First Occurred: 12/20/2019
Dates you complained to the company/organization
7. First Date: 12/22/2019 10. Payment Made: In Full 11. Payment Method: Credit Card
Name of Sales Person
13. First Name: Zoe 15. Last Name: 17. Purchase Price: $627.00 18. Disputed Amount: $627.00
© 2018, Council of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico, and BBB Institute for Marketplace Trust. All Rights Reserved..glassesusa.com/
I ordered 2 pair of glasses. They only shipped one pair, saying they could not make the other. I paid additional money to upgrade the 2nd pair, but they never shipped it.
Multiple calls to customer service only resulted in delay, obfuscation, and misdirection. After each call they promissed to email an inquiry to the production department and get back to me in 24-hours, but the promissed replies never returned.
I am not trying to get my money back, but they say that will take 30 to 60 days, despite the fact that they bill immediately and promise to ship in 14 days.
Horrible company
Shipping took a long time with almost no updates through the provided tracking number. Received the glasses, and they were comically bad. It was almost as if the lenses were set crooked in the frames, causing my sight to be very distorted.
The return policy on the website states that you can return your first order within 14 days, no questions asked for a 100% money back guarantee. Shipped out the glasses about a week after receiving them, using the return shipping label that THEY provided.
A few weeks go by, and I still haven't received any kind of update on the return process. Reached out to them, only to be told they supposedly never received my glasses and can't help me. They are asking for proof that I sent the glasses, but I'm not really sure how to do that since I used the shipping label that they provided to me. It's not like my mailbox prints out a receipt when I put things in it.
So that's $190 down the drain because of this worthless company. Over a month of emailing and I haven't talked to anyone remotely helpful. Total scam.
False Faulty Product and Deliverables Beware Customer service Is Unbelievably awful. advertised times for product delivery wrong, hours on hold by phone, multiple emails no response with answers. miss communications at every point tracking numbers that do not deliver do not move they do not ship from where they say they're gonna ship and they do not follow through with what they say they're gonna follow through with. stay away from this company there are reports all over the Internet about how terrible this company treats potential customers not to mention people who have paid as a customer. They are scamming Facebook users stay away the reviews are modified you cannot even make a review because they block anybody who is making complaints or adding to the the many existing customer complaints and problems they know they are wrong they know they can't deliver they know they are misleading people and they do not no how to run a business stay away stay away beware beware!
Piss Poor
They suck
Before purchasing the glasses I was told that the insurance would be good because it fully covers the glasses and that I would not have to pay for anything because I would be fully covered. As soon as I needed a replacement I was told I have to pay a copay and that the return policy if I just wanted to send the glasses back was only good for a couple weeks. I called sent emails at first they would not respond to my emails so I started calling.
I called today and talked to a representative named supposedly named River Perry. Perry kept putting me on hold and claiming that he would get a supervisor and be coming up with reasons why I can't get a return. I noticed that this was getting nowhere so I asked to speak to a manager. The manager name is Pablo Garcia, I was told by River Perry that Pablo said he has no reason to talk to me.
I purchased two pairs of sunglasses from glassesUSA.com. The time from order to delivery took forever.
The glasses finally arrived, and one pair was so large that they literally fell off of my head. I contacted the Returns Department. They sent a shipping label and I posted the glasses back the same day.
Then came the hassles. Every excuse possible was given by the company. Standard emails were given each time I wrote the company. Then the company demanded I send a photo of me wearing the one pair of sunglasses I kept.
I complied with the request. But the company said they never received the photo. At this point I had hours into the attempted return. Any normal person would have given up, but this is what the company counted on. I refused to give up.
Several more emails were sent by me. Standard responses again were sent to me. I again sent new photos of me wearing the less expensive glasses, which I kept.
Finally, a 32 minute call resolved the issue, and I received a total of $46.80 in credits. For my efforts, I probably earned pennies per hour. But I kept pressing the issue and hinted that I would file suit against the company for a refund.
Do not ever deal with glassesUSA. They suck you in with lower prices, but returning a pair of glasses is nearly impossible.
I purchased a pair of prescription sunglasses at the price of $266.40. Company had a money back guarantee. The glasses were not as expected and contacted them to choose another frame and exchange them. Lots of emails back and forth. I returned the not acceptable sunglasses to them and ordered a different pair, which were significantly less in price. I received the new pr. of sunglasses with no paperwork.
11 months went by and I contacted them regarding my credit due that had not showed up on my credit card account. First, I was told that I had no credit, that I had used it. Many emails back and forth to finally get someone to acknowledge that the entire amount had not been used and that i had a $98.40 credit. The email was on April 7, 2016. I had asked for the credit to be put back on my credit card and was told it was not their policy to do this, that they would provide me with a store credit. i needless to say was not happy about this as how often do you need to purhase prescription glasses.
It is now May 21, 2017 and I need to purchase new glasses as I am required to have my eyes checked every other year. I emailed company and they provided me with my credit ouch number. I tired to use it but kept getting errors. I contacted them once again regarding this and I am now told the my credit of $98.40 is inactive and I have no credit that it has expired. Their policy is that uou must use the credit within 1 year.. Absolutely, ridiculous, especially with eyecare! One would think in one of the 2 emails mentioning my credit that it would have been mentioned that #1 it would expire in 1 month and #2 that it had already expired instead of telling me how to use the store credit.
i attempted one last time to email them and was told they were sorry that store credits are only good for 3 months! REALLY? None of their emails make an sense are certainly not consistent with their info provided.
I do not feel that any of their policies are suitable for any business especially the form of business that they provide (or I should say...SHOULd provide). I have now paid for a pair of designer sunglasses for a budget pair of sunglasses. No one is willing to listen and I was actually laughed at on the phone yesterday by one of their employees. Amazing.
Ordered bi-focal glasses. they were unable to fill my prescription. i asked for a refund and was told i would recive a full refund in ten days. it has been 25 plus days, no refund and they have blocked my phone number. do not do busniss with these rip off clowns.
In August of last year, I ordered a pair of eyeglasses from GlassesUSA. After receiving them, within the first 24 hours the nosepiece had broken off and I felt I had gotten a very poorly made frame, although the lenses were fine. I called and spoke to a customer service rep, Mr. Rocco Shemtov, and told him I would take a chance and order a replacement pair, which were more expensive, which I hoped would help with the quality and be better made. He told me it could take up to a month or more to do the exchange, and we would get the new pair much faster if we ordered and paid for it, and he would make notes in the computer that when the 1st pair came in for exchange, it was for poor quality, and no restocking fee would apply.
I received the 2nd pair and again, the quality was poor. I called customer service and initiated a return for the 2nd pair, and was aware that I would be paying a restocking fee based on their policy. After waiting 8 weeks from shipping the first pair back, my PayPal account was credited, minus the 20% restocking fee I was assured I would not be charged. I called customer service and was very rudely told that this was their policy and it's clearly written on their website. They would not check the computer for notes that the first rep who helped me with the exchange order was supposed to have entered so I would not be charged.
6 months later, voluminous emails, phone calls, and having the BBB of Greater NY help me file a claim, I am still trying to get my almost $300 back on the 2nd returned pair, for which I have the proof of delivery. When also filing a claim with PayPal, which is how I paid for these eyeglasses, my claim was eventually denied because the address of record that they have on file for GlassesUSA is not the address that the prepared return label that GlassesUSA provides for returns, and the address that my Proof of Delivery shows.
I am not going to give up, as many complainants on the BBB website and Resellerratings.com have done. I work very hard for my money and to have to pay over $300 (between the restocking fee and the $289.95 I spent on the 2nd pair, and have no eyeglasses, is fueling my desire to let the world know what a crooked company this is. In researching, I found that the company is not even an American company, it is an Israeli company and the owner is an Israeli who resides outside of the USA. BBB shows many complaints on file, most of which are ignored by GlassesUSA and closed with no resolution.
BEWARE buying from this scam company and if you decide to do it anyway, Do Not Use PayPal, where you will have no recourse, even with Proof of Delivery, because the way GlassesUSA is registered with PayPal, PayPal does not recognize the returns address as belonging to GlassesUSA.
Glassesusa is without doubt the worst company I have found. They make mistakes on orders. When they make a mistake, you have to call customer service to have the problem they created corrected. The first time I called customer service, I was on hold for one hour 52 minutes and had to hang up before they answered. The second time I called, I was on hold for two hours 37 minutes before they answered. This is unconscionable. Before placing an order with this company, call their customer service number (800-917-7083) to see how long you will have to hold when you have to call to have them correct mistakes they made on your order. Do you really want to patronize a company that will keep you on hold for hours?
I ordered glasses online. There was obviously a mistake with the glasses cause I couldn't even wear them. I tried to return them, they offered me 120% discount on a new pair, but I couldn't wait another 10 business days. I got my new pair at a local store in 3 business days. They took 5 days to send me a label to return my glasses. They received my glasses back on September 18. I tried to contact them but no answer.
I paid to return my glasses. They charged me a 20% restocking fee! Where did I see that? Was it on a web page that I had to click three different buttons to get to? Gee, did they have to walk 20 feet to restock my glasses. YOU KNOW how a pair of glasses takes up as much space as a sofa.
When I asked for a refund, they tried to sell me more pairs of glasses.
They say free shipping and returns--NOPE. I paid to return my glasses.
They charged me a 20% restocking fee! Where did I see that? Was it on a web page that I had to click three different buttons to get to? Gee, did they have to walk 20 feet to restock my glasses. YOU KNOW how a pair of glasses takes up as much space as a sofa.