ComplaintsforGlasses.com
Optician
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
November 2020, I purchased a pair of prescription glasses from glasses.com. I assumed the glasses were what the prescription was for which were progressive. I had vision changes during the time I have been wearing the glasses, but assumed the vision changes were due to the medication I take. Today, February 25, 2022, I had an eye appoint. I explained to the Dr. that I have had vison issues with the last prescription, but I assumed the changes were due to the medication that I take. The Dr. tested the glasses twice and called another person to test the glasses to be sure there were no issues with the glasses. The Dr. stated the issue is the glasses because the glasses did not have progressive lens. The Dr. suggested that I contact the company where I purchased the glasses from and discuss the issue with them I called glasses.com and explained them that I did not get what I ordered. The expiration time to return the glasses had expired and there was nothing they can do. It is not normal for a person to have glasses tested to be sure you are getting what was prescribed so it was no error on me to not know that glasses.com did not send the correct glasses according to the prescription and there was no way for me to tell by just wearing the glasses. Their error could have cause permanent eye damage. Glasses.com needs to be held responsible for their error and fix it. It is not my fault that it took a little over a year to find out that my glasses were not what the prescription was written for and what was paid for. Glasses.com needs to be accountable for their error and regardless of the time it took for me to find out about their error, they need to fix it and do right. How many other people they have sent glasses to that are not according to the prescription and like me, not know unless you take them to get tested. Wearing an incorrect prescription for over a year could have cause major eye damage.Initial Complaint
02/12/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had went through my insurance to purchase prescription lenses on the website. On the website, it HAD said it will take 7 days for the order to process (now states 10) and 7 days for shipping. I ordered on 1/14 and had never received anything about my ordered after 10business days. The website doesn’t even mention business days but I gave the benefit of the doubt to think they meant business days. I had to reach out to at least 5 different customer reps to ever get an answer, which no one could ever provide. I was told different dates the glasses would be shipped every time, I was told that the days mentioned are just estimates, and that I need to keep checking back-this lasted for another week. They would not let me cancel the order, and then when I said I would have my insurance cancel the order, my glasses finally shipped on a Sunday. Upon receiving my glasses and putting them on, the prescription they used would have had to be someone who had the complete opposite eye sight as me. I can’t even put them on my face due to how poorly I see looking into them. I work in customer service and the way this place tells people who are paying large amounts of money or using their insurance, for something as detrimental as their eye sight, is appalling. I just hope by writing this, it can help others to not have to deal with this, especially if they have eye related health issues. This company does not seem legitimate and I don’t believe there is any way they should be affiliated with health insurance companies. Now, I have to try to return these glasses and have it applied back to my insurance company, so I can purchase lenses elsewhere, which seems like will be another long-lasting issue on its own, without me having proper corrected vision. I would understand if there is a delay due to the current situation going on, but that needs to be communicated and forewarned for people who need glasses to see.Initial Complaint
02/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a Pair of glasses that I have still have not received. I cant get anybody on the phone, email, or chat. I just want the merchandise i ordered. Order#*************Initial Complaint
02/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
on January 17th i ordered a set of glasses on glasses.com. i uploaded my Rx and it was verified on January 18th. the site says it would take about 7 business days, so i waited. i went ahead and contacted glasses.com through their chat since it is the only means to contact them and a representative said it would take a couple more days. so i waited. order number is *************. i contacted them again and a representative said it will take 9 days. so i waited again. on the 10th day, i contacted them again, this time the representative said the glasses were on the mail room and they would ship them that day. next day, I contacted them again for my tracking number and a representative said the glasses were in production and would take 9 more days. i advised the representative that i want to cancel the order and she declined mentioning some terms like the order can not be cancelled - they failed to deliver on their promise. at this point i have been waiting for 16 days . at the end she said she placed a request to cancel the order - i want to make this clear: glasses.com failed to deliver on their end, and i do not want any kind of business with this company who put their agents to lie. if the order was on the mail room on 1/31/22 why would they say they are still in production on 2/1/22. i want to have this order cancelled immediatelyInitial Complaint
01/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order online 12/30/2021 with Glasses.com using my insurance and I paid the out of pocket portion for the glasses. My insurance company received the insurance claim and paid glasses.com for the purchase. I reached out to Glasses.com on 12/31/2021 because my order was not showing on my account. After several emails back and forth of being told I never ordered anything, I finally had someone say that they showed an order but it was cancelled. I informed them that I never cancelled it and they were paid. I contact my insurance company (Aetna Vision) who confirmed payment to glasses.com. I asked glasses.com to please fulfill the order they were clearly paid for. I was then told, the only order they showed was from 08/17/2021 and it was fulfilled, in which my 12/30/2021 was the only order I ever placed with them, so now I am confused. I advise them I never placed an order on 08/17/2021 and all I keep getting is "the order was cancelled, have a great day!" I did have one person ask if I wanted to replace an order and have it backdated to last year (as we are now in 2022) so that I can use those insurance benefits. When I asked how they could do that when they were already paid on a claim from last year, all I got was "when an order is cancelled the insurance claim is voided". I asked again how can they void a claim they were already paid for. I asked them isn't that insurance fraud if you are wanting me to place a second order so that you can bill the insurance company a second time, which would probably not get paid since the insurance company already paid out. My insurance company also tried to reach out to glasses.com while I was on the phone with them with zero luck. I feel I have been defrauded by this company cashing out on my insurance benefits and not providing the service that was paid for.Initial Complaint
12/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
ordered on November 30th from glasses.com. December 12th a box arrived and it was empty. security tape was still sealed so they sent a box emtpy. Horrible online customer service. hung up multiple times and no compensation for their issue. want my glasses for my son immediately and compensation for the hours and i have had to fix this along with shipping confirmation number for replacement glasses.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
876 total complaints in the last 3 years.
382 complaints closed in the last 12 months.