Glassesusa.com Customer Service Issues

I had a negative experience with one of your customer service representatives. When I bought my glasses, there was a BOGO coupon. I purchased 3 frames but wanted to return one and use the BOGO deal on the pair I kept. After speaking to a supervisor at your after-hours service center, I was told I couldn't adjust my purchase as planned. They said I needed to pay full price for both pairs and lose the BOGO offer, suggesting I return all 3 and repurchase. This situation doesn't seem right to me, considering your stated return policy. I want to keep the Muse M3278 Gray w/Brown and the Muse X Hilary Duff Clara Clear Pink/Brown but return the Muse Webb Shiny Black. I am okay with paying any price difference between the two frames I keep. Could you please clarify if I can apply the BOGO deal to the glasses I want or if I need to return all 3? Thank you. - Jillian

I'm disappointed that my glasses were lost by the shipper (UPS), resulting in delays and two claims filed. Upon receiving the glasses after a month and a few weeks, I discovered they didn't fit my face properly. I contacted your company to initiate a return, but was informed I had exceeded the 14-day return policy. However, I believe the 14-day return period should start upon receiving the items, which was significantly delayed in my case. Despite reaching out multiple times via email and phone, I keep receiving the same response stating I'm past the return window. This inconsistency between phone and email responses is frustrating, and I feel let down by the customer service experience provided.

It's important to address the concerns of customers and provide clear communication during returns and replacements. I've encountered difficulties with obtaining my desired replacements despite assurances from agents during calls and chats. Facing delays and stock availability issues, I'm frustrated by the lack of resolution and dismissive behavior. This experience has been emotionally distressing, especially as my preferred items are repeatedly out of stock or not available within my budget. The compensation offered does not adequately address the inconvenience and financial loss. I urge the company to enhance customer service by listening attentively, providing timely updates on returns, and showing empathy towards customer concerns. The inconsistent information from agents and prolonged delays have led to significant stress and dissatisfaction. I hope for a resolution to my situation and clearer communication regarding the availability of the products I originally selected.

I recently purchased three pairs of glasses from your company, but unfortunately, they were too big for me. I contacted your customer service for an exchange or refund and selected three new pairs as replacements. The glasses I chose were Carolina Lemke C7416 for $92, Mercedes Benz M1036 on sale for $[redacted].40, and Ottoto Amato black. During my interaction with Ms. Julia, she was professional and knowledgeable about your products. While trying to apply the 65% Black Friday promotion, Ms. Miller, her supervisor, did not honor the sale price for Mercedes Benz as advertised on your site. She claimed the price had changed to $[redacted] and refused to apply the discount. Despite the discrepancy, I proceeded to purchase Carolina Lemke without the discount. I hope to resolve the issue regarding the Mercedes Benz frame and avail the sale price of $[redacted].40 as originally advertised. Thank you. Best, Martin N.

This is my first time ordering from GlassesUSA. I was unsure how to use the website. I placed an order, but the glasses came without progressive lenses, so I returned them for correction. Now that I have received them back, I need to return them again as they keep falling off my face when I look down. I am not sure if the arms are too loose or if the frames are too big. They are currently unusable to me. I cannot afford a new pair, so I wanted to see if maybe a smaller frame would work, willing to pay extra if needed. However, I am having trouble finding the return option and getting assistance over the phone. AI technology cannot always solve problems. If this issue is not resolved, I will not order from GlassesUSA again and will not recommend them. I will also leave negative reviews wherever possible.

I recently purchased a pair of prescription glasses, but I am experiencing some issues with them. The prescription seems to be off, resulting in headaches. I am unable to find my order number and have been struggling to get in touch with Glasses USA for support. The website, chat, and phone services all appear to be automated with no option to speak to a representative. I have reached out via email but have not received a response yet. I need assistance in locating my order number as I believe I only have a limited window of time to address this issue. I am hoping to connect with a person who can help me resolve this matter.

I have made purchases from GlassesUSA previously without any issues until recently. When I placed order number [redacted], I encountered a problem. Due to my strong prescription of -9 in both eyes, I usually order 1.67 index lenses. Unfortunately, this option was not available when I ordered online yesterday because of glitches on your website. I contacted customer service and was informed of an additional $29 fee for the 1.67 index upgrade due to the website malfunctions. I kindly request that my order be upgraded to 1.67 index as a one-time complimentary gesture, as the glasses are already expensive. Thank you for your attention to this matter.

I received all three glasses from order number [redacted] at my home almost two months ago. Unfortunately, the website does not show that all my orders have been delivered, making it impossible for me to return the incorrect ones. Contacting customer service is unhelpful, and the SMS texts are not resolving the issue. I made a substantial investment and wish to return the two incorrect pairs. If I don't hear back, I will escalate this matter to the Better Business Bureau and my card company to secure a refund. You can reach me at my cell number linked to the order or via email. Thank you.

My glasses are taking much longer than expected, and the latest update says there is an issue with my order. I've been promised a follow-up that never seems to come. I'm frustrated with the delays and lack of communication regarding my two pairs of glasses. I really need to know what's happening with my order instead of being repeatedly told someone will reach out and then not hearing anything back.

I returned a pair of glasses ordered under Order #[redacted]71 over a month ago for an exchange of frames, keeping the same lenses and brand but requesting a different color frame. Despite GlassUSA acknowledging the return of the original glasses and informing me via email that I would be contacted once the new glasses were ready to be sent back, I have had no luck reaching a human over the phone after multiple attempts with different numbers. I am frustrated by the lack of communication and transparency regarding the status of my exchanged glasses. It has been a month since I requested a return label and sent the glasses back, and I am left without either my original glasses or the replacement. I expect a prompt resolution with either the return of the funds, the original glasses, or the replacement glasses. This experience has been disappointing, and I am considering taking my business elsewhere in the future.

I received the wrong glasses, and I returned them via UPS. Here is the message I got from you: Hi Jim, We have received your message, and our team will respond shortly. Inquiries are addressed in the order they are received. Having multiple inquiries may cause delays. Your ticket number is [redacted]. I do not have the order number, and I am missing the [redacted] frames I ordered. Additionally, I am supposed to have two coupons, and I would like assistance in redeeming them. Thank you.

I recently got my order #[redacted]06 for Michael Hors MK2177 Cheyenne in Brown/Tortoise that I placed on 6/14/23. The 75% tint I asked for is too light. I want them to be remade with the gradient tint that was on the original pair online. I believe this would be correct because the original lenses with the gradient tint were part of my order. Would there be an additional charge for this remake? How should I return them to you? Eagerly awaiting your response. Thanks, Karen Pepe

I haven't received a receipt or an order number for my recent purchase. I am disappointed with this website. As the CEO of a medical company in the tri-area, I must say it was a mistake to order here. There is no 24/7 customer service support and the online chat is not helpful as it requires an order number that I never received.

I'm concerned about a refund I was told was "released" to my account, but it hasn't shown up yet. Despite providing all the necessary information to my bank, they have no record of this supposed release to my Dave's bank account. Glasses USA claims they have "settled" it, but I have not seen the funds settled. I offered my new debit card number to help, but no one seems interested, even though it's linked to the same bank account. The refund, amounting to $[redacted].60, was issued on June 13, [redacted], due to my previous faulty card being replaced. It has been 17 days since then, with holidays causing delays, but adding an extra 7 days to a $10-day order is excessive. I just want this matter resolved without any more delays. Any guidance on this issue would be greatly appreciated!

Order #[redacted]56 was placed on July 12, [redacted] at 9:44 PDT by Margaret Clark. Unfortunately, the customer experienced difficulty in reaching a real person to inquire about the Prime Day promotion for a second pair of glasses for free or $[redacted] off. Despite attempts through live chat and phone calls, only automated responses were encountered. After finally connecting with a person named Zack Harper, the conversation abruptly ended, leaving the customer unable to confirm the desired offer using the code EMAILVIP50 for 50% off frames + Rx Lenses. Margaret Clark is now seeking assistance to either cancel the order or apply the promotional offer. Communication via email or phone call for a prompt resolution is requested.

I am seeking assistance with my order as there seems to be an error. The numbers on the item I received have negatives in front of them, causing me discomfort. Although my email is correct, the system is rejecting it, preventing me from processing a return. Additionally, I am unable to reach a human for support, making the experience impersonal. The glasses, that cost $[redacted].55, are unusable as they affect my vision and balance negatively. I am Kimberly Stevens, residing at [redacted] Hawley Ct, Chesapeake, VA [redacted], and my contact email is [redacted] Kindly help me with returning these glasses for a remake as the prescription is incorrect. Thank you.

On October 6, I placed an order with Glassesusa for a new pair of prescription eyeglasses with order number [redacted]54. I received the glasses eight days ago on October 17. Unfortunately, there seems to be an issue with the protective coating on the lenses as they scratch very easily when cleaned. I have only used the provided cloth and Zeiss moistened lens wipes for cleaning. Upon inspection tonight, I noticed significant scratches on both lenses when held up to a light. It seems that there might be a problem with the protective coating application or quality. I have another pair of glasses with Crizal lenses that have remained scratch-free for over a decade. I am not looking for a full return but rather a replacement of the lenses. Please advise on the next steps to resolve this matter. Best regards, Geary S.

I am having difficulty reaching a live person when using the phone number provided for GlassesUSA. Despite trying various methods like pressing 0, asking for a representative, or following the prompts for an SMS link, I have been unsuccessful. The automated system seems to loop back without connecting me to a human agent.

I need assistance redirecting my UPS order to the correct address. The email I received asked me to adjust the order, but it has reverted to my address instead of my son's as originally intended. Order #[redacted]69 was sent to [redacted] Woodville Road, Mount Airy, MD, but needs to go to Garrett Shipley at [redacted] Rose Road, South Lake Tahoe, California. I lack the access to the UPS account to make this change myself. Thank you.

Hello, I need assistance, I accidentally broke the entire left side (temple piece) off my new Ottoto Fred Gunmetal glasses. The break occurred where the temple piece connects to the two holes in the left lens. My order number is [redacted], with a 14-day return policy that expires this Friday, the 10th. I am looking for a solution to fix this issue promptly. I noticed that I can purchase Ottoto Seamus Gunmetal frames (the same as mine) for $26. However, I only require the frames without the lenses to repair mine. Is there a more affordable option available to fix them? Thank you, G.