Vanessa S

USED. Purchased from a listing that said "Those chairs where purchased buy a large corporation which they did not end up needing them, due to covid, or they over purchased, so we purchased the load back, and can offer to our customers a larger discounts, They all still look Brand New" Chair is very clearly used, with top of seat and arms showing dirt and upholstered areas having pervasive smell of laundry products.

I wrote an extensive, totally factual one star review for GlassesPros in November. It was one of the worst customer service experiences of my life, and took three months and a dispute through the payment processor for it to be appropriately resolve. I now see that the review has been removed with no communication to me or recourse. Given that, I will know for the future that your ratings are themselves untrustworthy.

It would be hard to imagine a worse customer service experience. It started with their payment processing being really glitchy, unfortunately I persevered and got my order to process on the 3rd or 4th try. It was a buy one get one half off offer, so I picked two frames I was excited about. Towards the end of the expected shipping estimate (10-15 days), they contacted me and asked if I wanted the 1 frame that was ready to be shipped. I said, yes please. Shortly after it arrived, I noticed that the frame over the left eye was distorted/damaged, likely in the process of putting in the lens. I notified them within two days that I had concerns with the frames. I received no timely response. I contacted them by chat and explained the situation. I had also tried to go through the return process on their site, which wouldn't work, because the order wasn't complete. At this point it had been at least a month since my order. I asked them to cancel the second pair, so I could return the first. Despite the claim of "hassle free" returns, it has been a nightmare getting this resolved: they offered a token refund if I wanted to keep the damages pair, and said I could return the pair I had for a replacement, which I would have accepted if I had any trust that this company would provide a timely and undamaged replacement. I said that I needed a refund, and they informed me that the lenses are non-refundable regardless. I have submitted the return request with pictures, and it has remained unprocessed for over two weeks. I have written them twice to follow-up and received no update. It looks like I'm going to have to attempt to get a refund through my payment method. I don't know how they are still in business, honestly.

UPDATE: They sent me a RMA *after* I posted this review and requested a refund through Paypal. They are offering to replace the glasses, although I told them weeks ago that a replacement was not satisfactory, and I need a refund. My local glasses shop said that the frames were clearly damaged in the process of putting the lenses in, and the lenses themselves are not the right size, so they do not fit in undamaged frames. Now I have had to re-purchase both the frames and lenses at a cost of nearly $500.00.