Complaints

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wanted to cancel my order that I had placed and tried to call them but was promptly sent to an automated system that was anything but helpful. They said they would give me a full refund and it would take 7-10 business days but it is now beyond that and I tried emailing them and only got an unhelpful automated email back so I tried calling another number I found and it again was automated and only sent me back to an automated response on the website which didnt help at all and I have no answer on when or where my refund will be issued. It is almost $300 and I feel I Harv exhausted all of their resources to try to resolve this and follow up with them for resolution without any success. Id really just live my refund and to take my business elsewhere.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It has been a nightmare ordering my first pair of glasses, with **************. After one week of ordering, I was informed that I will have to select a new frame, which meets certain lens dimensions. I followed the new specifications and sent an email with my new selection. I was willing to pay the difference in the frame price, $41 on Friday 17th June. I was asked to call the toll free number and order the new frame. I did that and they sent me a confirmation email for exchange request. They said that a new invoice will be sent by email the next day. Instead, I received an email that since the new frame is different in price, my previous order has been canceled and that Zi should place a new order, which I had already placed by calling the toll free number on 17th June(I have a confirmation email). Further, shockingly, they did not refund the order amount to my credit card, although they canceled the order, not me. They gave me a store credit. When I went to order the new frame on Sunday, the 19th June, an agent helped me create the new cart and applied the store credit from the previous order. But when I clicked on “Make Payment”, the system removed the store credit applied by the agent, and my credit card was charged the full amount with no store credit. Further, the frame price had gone up, but I was told that the price on 19th will not be honored, although I had made the exchange request on the 19th by calling the toll free number. This sequence of events, if unintentional, is ridiculous and I am hoping for an early resolution.

  Business response

  06/20/2022

  Dear ******

  Were sorry to hear that you experienced difficulties with your glasses order.  At **************, we are committed to ensuring that our customers needs are being met and the store credit that was not applied to your new order has been refunded.

  The refund confirmation in the amount of $216.00 ($201.00 + $15.00) was sent to you.

  The price of the frame on your new order is $198.00.  The current price of the frame on our site is $220.00.

  If you require any further assistance, please contact our ************* Team at ************** or by live chat on our site.

  Our apologies, again, for any inconvenience and we hope that you will enjoy your new glasses.

   

  Yours truly,

  **************
  
  

   

   

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Then why is the total difference in price from the original order,

  not $41, since the price difference of the frames is only $41.

  Basic lenses are free on both the frames.

  You fudged some numbers to get to the price which you wanted.

  There should be only a $41 increase in the order price, before you apply the two store credits.

   

  Thanks

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business did NOT resolve my complaint. I already responded through your website. They raised the price of the frame, after I ordered them. When I complained, they matched the price of the frame, but increased the price of the lens. That amounts to fudging the data.
  
   
  
  Thanks
  
  *****
  
    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  07/07/2022

  Dear ******

  The price of the frame that you had ordered was $198.00.  The price did increase to $220.00 on our site but this was after you had already placed your order and paid $198.00.

  The lens package you had selected was the Silver package that costs $179.00 before any discount.  You applied the ******** discount coupon and received a $150.00 discount on the lens package.

  The lens package of your original order that was canceled and refunded was the Basic package which is $10.00 less than the Silver package.
  
  Your order is in transit and en route to you with an estimated delivery date of July 12, 2022.

  *******************************************************************************

  All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied, simply return them for a refund, store credit or an exchange.

  We hope this clarifies any misunderstanding regarding the cost of your order.

   

  Yours truly,

  **************
  
  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered progressive glasses (Order # *********) on February 8, 2022, and was advised by email that it would *********** business days to produce. On February 15, my glasses were shipped and I was provided with the tracking information. Since the tracking information never updated, I contact Customer Support on February 21, and *********************** advised me that the courier possibly did not scan the package. Since my glasses did not arrive within 10 business days, I contact customer Support and ******************* put a tracker on my package. My glasses arrived the next day. I contacted customer support on March 5, 2022, because the segment height was to high and ******************************* provided me with the return information. On March 16, 2022, I submitted my return and noted the segment height. Customer support contacted me on March 20 (***************************), 22 (*************************** and ***********************), 24 (***********************), and 31 (*********************) about my prescription. My prescription was accurate but the segment height wrong as stated on March 16. I was advised on March 31 by ********************* that they would be sending me a new pair of glasses with the segment height of 20 mm which is too larger! I requested 15 mm and was advised by ******************************* that the original segment height was **** mm. I request a refund and to speak with a supervisor. *********************, a supervisor, stated in an email he tried to call but he could not reach me. My phone never rang and there is no message. On April 1, I was notified that my glasses were being shipped. The glasses that I can not use because the segment height it too big. I emailed a request to ********************* to speak with the Director of the call center, requested their corporate address and inquired about my refund of $249 but have not received a response.

  Business response

  04/14/2022

  Dear *******,

  Were sorry to hear that you experienced difficulties with your exchange order. At **************, we are committed to ensuring that our customers needs are being met.  We know you are disappointed, and for that, we do apologize. 

  Your refund has been issued and the refund confirmation was sent to you.

   

  If you require any further assistance, please contact our ************* Team at ************** or by live chat on our site.
  

  Our apologies, again, for any inconvenience.
  

  Yours truly,
  **************
  
  
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ID: ********** We submitted an order on 3/13/2022. I initially contact the customer service department as the order was behind and seemed to be stuck in the "In Production" part of the order. I received a copy and paste response which was of no help. A few days and a few messages went by, and on 3/23/2022 I was told the item shipped, w/ a tracking# ********************** through ***. It's now 3/28/22 and *** website still shows they've not yet received the shipment, and that only a label was created. I called *** and was verbally told the same thing. I've since contacted customer service a couple of times. I received a nonsense copy and paste response and another stating that *** just hasn't processed our shipment. We've ordered from glassesusa and never had a problem before and because of I've ordered from glassesusa so many times I know it does not take *** five days to process a glasses order. I'd like to know where the order is, why customer service goes out of their way to be so unhelpful and what caused the delay in our order. Glassesusa lost a long term repeat customer over their customer service's nonsense.

  Business response

  03/30/2022

  Dear ****,
   
  We’re sorry to hear that you experienced a delivery delay with your glasses order.  Your glasses are in transit and en route to you with an estimated delivery date of Apr. 2, 2022.
   
  The tracking number for your order is ****************************** with ***. Your package can be tracked through *** by clicking on the following link:
   
  **************************************************************************************************
   
  Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment.  However, if any delay, error, or incident occurs, we will do everything we can to help you get your order to you as soon as possible.
   
  If you have any questions, please send us an email or call our customer service line at **************.
   
  Our apologies for any inconvenience and thank you for your patience.
   
  Yours truly, 
   
  GlassesUSA.com

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am not happy having to complain in this manner. because I like this company... However, I do not want what happened to me with my last purchase from GlassesUsa to happen to others. I did call to complain about the delay of the delivery and the shape my glasses came in, When I spoke to the the first agent, he told me that my type of complaint has been happening. I also tried to reach to a supervisor and other than returning the glasses nothing else was offered. I couldn't be without my glasses while waiting for them to fix the bad pairs. My two pairs of glasses not only arrived later than the estimated time, they were both completely CROOKED. I had to go to a neighborhood Optometrist to try to have them fixed. At first, he said he couldn't fix them. He couldn't understand what might have happened (it was NOT a damage caused in the delivery but in the mounting process he said) . I insisted and he went to work on them and managed to realign them somehow and do his best. How could they have been put in a case and shipped is hard to believe.

  Business response

  03/29/2022

  Dear *****,

  We’re sorry to hear that you experienced difficulties with your glasses. At  **************, we are committed to ensuring that our customers’ needs are being met.  All orders come with our 14 Day 'no questions asked' return policy. If you are not satisfied with your glasses, simply return them for a refund, store credit or an exchange. 
   
  Our complete Return Policy can be found at the following link: ************************************************************

  It appears that your issue has been resolved by our Service Manager. 

  Our apologies, again, for any inconvenience.

   

  Yours truly,

  **************
  
  

  Customer response

  03/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  03/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchase a pair of Ray Ban sunglasses and they never sent them. I have repeatedly emails and called them about the issue. The order number is #********* placed on laced on January 31st. I was charged $293 for sunglasses and never received them.

  Business response

  03/13/2022

  Dear ***,

  We’re sorry to hear that you experienced delivery difficulties with your glasses order. At  **************, we are committed to ensuring that our customers’ needs are being met.  Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment.  However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.
  
  According to *** tracking, your glasses were delivered on Mar. 12, 2022.

  **************************************************************************************************

  If you require any further assistance, our customer service representatives are available 24/7 at * *** ******** or by live chat on our site.

  Our apologies for any inconvenience and we hope that you are enjoying your new glasses.

  
  Yours truly,
  GlassesUSA
  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered glasses from GlassesUSA on February 4th and got a notification on Tue, Feb 8th that they had been shipped. They gave me my tracking number with *** and it's a completely bogus tracking number. ***'s tracking number is 10 digits only. Called GlassesUsa today and was told that they would have to contact their shipping department via email and the department didn't have a phone number only an email. Then, I was told I couldn't get refunded because it's in the shipping chain. What shipping chain? If you still have an order in your warehouse that hasn't been shipped why wasn't it and is there no follow-up. They guaranteed standard shipping of 7-10 business days. They use a website called Easypost to make it look like it was shipped with *** information. This company is a total scam and the customer service department is not helpful. Your order status Order ID: ********* Track new order Shipping address ****** ******* *** ***** ********** ***** *********** ****** ******* ** Delivery method Standard 7-10 business days Order shipped *** Global Mail ****************************** Order received Sun, Feb 6 In production Sun, Feb 6 Order shipped Tue, Feb 8 Order delivered Last update: Your order will arrive in 7-10 business days Prada PS 01LV Black Prada PS 01LV Black Item details Pre-TransitIn TransitOut for DeliveryDelivered No Estimated Delivery Date ****************************** Last Updated: February 16 06:50PM UTC February 08, 2022 3:35am EN ROUTE TO *** ECOMMERCE 3:28am *** ECOMMERCE CURRENTLY AWAITING SHIPMENT AND TRACKING WILL BE UPDATED WHEN RECEIVED

  Business response

  03/03/2022

  Dear ******,

  We’re sorry to hear that you experienced a delivery delay with your glasses order. At  **************, we are committed to ensuring that our customers’ needs are being met.  We know you are disappointed, and for that, we do apologize.

  Once the order has left our facilities, we rely on the courier service for all additional details on the status of your shipment.  However, if any delay, error, or incident occurs, we will do everything we can to resolve it and get your order to you as soon as possible.

  According to *** tracking, your glasses were delivered to you on Mar. 2, 2022.  The tracking number for your order is ****************************** with ***. Your package can be tracked through *** by clicking on the following link:
  
  *********************************************************************************

  If you require any further assistance, please contact our service representatives at * *** ******** or by live chat on our site.
  

  Our apologies, again, for any inconvenience and thank you for your patience.

  Enjoy your new glasses.

   

  Yours truly,

  **************

  
  
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $231.00 on glasses. Did not like them and returned. They acknowledged that they received the glasses and the billing department would contact me in reference to my refund.. This has been ongoing for over two weeks and I keep getting the runaround. I ask for the billing department but I was told that they do not have a phone to speak with me. All I want is my hardearned money back.

  Business response

  02/17/2022

  Dear ****,

  We were unable to issue you a refund to the credit card that you used to purchase the order.  Once you had notified us that the card had been stolen, arrangements were made to process the refund.

  The refund has been issued and the refund confirmation was sent to you.

  If you require any further assistance, please contact our service representatives at * *** ******** or by live chat on our site.

   

  Yours truly,

  **************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩