Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 pairs of eyeglasses on 7/24/2024 in the amount of $124.21. All three pairs of lenses are blurry and unusable. I contacted the company and was told that I ordered the wrong type of progressive lens. I responded three separate times, asking how I should have gone about ordering them correctly, but customer support refuses to answer my emails. I should add that I have used this same prescription to order from another online glasses manufacturer with no issues. I used my entire insurance allotment for this purchase and now have 3 useless pairs of glasses, and no resolution of any kind.

  Business Response

  Date: 09/09/2024

  Hello *********, 
  
  Hope you are doing well. 
  
  We are highly regretful to know that the glasses are not as per your expectations. Upon reviewing the case, we came to know that you have been offered an exchange for all 3 pairs by the customer support team and they are waiting for your confirmation on the intended usage before the exchange is submitted. Unfortunately, we haven't received a response on that yet. The case has been forwarded to one of our representatives who will follow up with you again to make sure that your issue is resolved swiftly. 
  
  Apologies for any inconvenience caused. 

  Regards,
  -Goggles4u

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 2 pairs of glasses on July 30, 2024. I ************* one pair because it was a 2 day shipping. Not my choice. The other glasses was on regular shipping time. I have chatted 4 times with goggles for you and have been told the same thing. " You should receive your glasses with in a week. The last chat I had was this evening and I requested a refund like I did on the adt chat and was refused. However they refunded half of the shipping. I request names and numbers of the person I was chatting with and was ignored my request. I requested the last 4 chats to be emailed and was ignored. I was told to wait another week to see if it will resolve itself and I said no I was phone number of there superior and ignored. Which has let me here.

  Business Response

  Date: 09/09/2024

  Hello ******, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the bad experience you had with the recent purchase. The glasses were produced and shipped on time. Sadly, the drop shipment they were sent in got stuck at customs and took longer than usual to release. This unusual event resulted in an extreme delay for which we are equally disappointed as this event has caused a lot of trouble for our customers. 
  
  As per the conversation with one of our customer support supervisors, you have been honored a full refund for the sunglasses pair which should get processed within ***** hours. Also, we have decided to ship you the pair considering you as a valued customer and to compensate the overall inconvenience. 
  
  We are pleased to inform you that the shipment has recently been released and delivered to our fulfillment facility in the **. Your glasses have been dispatched via **** under the tracking number **********************. They are expected to be delivered within a day or two. 
  
  Once again, we apologize for the dissatisfaction and truly appreciate your patience and support in this matter. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered (4) pairs of glasses from Goggles4u on 8/2/24. I paid for shipping! It states that it will take ***** days to get your glasses! That is a blatant lie and why would you have that on your website if NOBODY ever receives there glasses even close to that time frame? It's now **************************************************************************************************************************************** tracking information. You are misleading your customers! Why not put the real expected time frame on your web site or charge a few dollars more as most people will be happy to pay it to actually get there glasses when promised in time! that would be a far better business model then this! As a side, the same day on 8/2/24, I ordered a pair of glasses from you chief competitor that also manufacturers there glasses over seas (*****) & ships it to the **. That was regular shipping and my glasses from them arrived to me on 8/12/24!! Yes, that's 10 days as promised! They do not use the excuse that you have used thousands of times that the glasses are "stuck in customs" which is simply not true for you to use that over and over again for just about every complaint online I have read. Why not be honest on your website and tell your customers that it will be well over 1+ month to receive your glasses and not the ***** days that you proudly display on your website? At this point , I want to know EXACTLY when my glasses will arrive to me? I also want a partial refund for having to wait this long for my glasses! why did I even have to pay a shipping charge to you if the stated shipping times you promised on my order is a complete fabrication? why should a consumer pay a shipping fee and not get there glasses for who knows how long? Many years ago your company was good w/ shipping but I see now that things have taken a very bad step in the wrong direction. This is not how you build customer satisfaction or good reviews, referrals and repeat customers. Thank You!

  Business Response

  Date: 09/06/2024

  Hello *******, 
  
  Hope you are doing well. 
  
  First and foremost, I would like to apologize for the unpleasant experience you had with Goggles4u. The normal turnaround time with the selected shipping method is about ***** business days. Regretfully, the drop shipment your order was sent in got stuck in customs for longer than usual which resulted in an unusual delay. We assure you that this situation is not normal and highly unpredictable due to which we were not able to anticipate the actual delivery time during the clearance process. Our concerned team was in contact with the concerned authorities to get the shipment released as soon as possible. 
  
  Fortunately, the shipment has just been received at our fulfillment facility and your order has been dispatched via **** under the tracking # **********************. 
  
  To compensate the delay, we will refund you the complete shipping charges. The request has been forwarded to the billing department and it should get processed within 3-5 business days. 
  
  Our deepest regrets for the overall inconvenience. We truly appreciate your patience and support in this matter. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have previously ordered multiple pairs for glasses and had a very good experience. I recently am going for cataract surgery and I wanted to get a pair of glasses that the surgeon is using for my surgery prescription because I have stigmatism.The glasses that I received were too small and for ladies. I immediately called and emailed a copy of my prescription and they told me that the stigmatism was negative and not a positive number and that was why the glasses were blurry.They were supposed to send me a replacement pair of glasses and when s month went by, I searched my email and found that they emailed me asking what color frames I wanted????Color was not the issue because I was only going to use them for driving.I emailed them back and now it's going to be months before I get them.I'm not going to do business with them anymore and now I know why their reviews are so terrible.

  Business Response

  Date: 08/19/2024

  Hello ******, 
  
  Hope you are doing well. 
  
  We regret to know about your dissatisfaction. Please know that color selection was required to proceed further with an exchange as we are not allowed to take action without customer's confirmation about the required specs. The exchange was processed as soon as we got the confirmation from you. The new glasses have already been produced and are currently in a drop shipment. Once the shipment arrives at our facility in the **, your order will be dispatched to you via USPS. 
  
  Apologies for the inconvenience caused. 
  
  Regards,

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date was July 26 2024 Ordered glasses from them with a "Grand Total" of $ ***** at the bottom line. I approved of the cost and clicked the buy bottom. Right away I get a transaction for $ *****!!! What? I tried several times to contact them and they didn't return my messages. In every way they are acting like a fake company. Since placing this order I haven't heard from them at all. I just get ads for more discounts that are better than the ones they gave me. I want the price adjusted to show a cost for the Grand Total number not the fake number they charged my Card. I'm really upset with this creepy business. Looks like they are ripping off people.To think I would have ordered more glasses from them.Thanks, ****

  Business Response

  Date: 08/05/2024

  Hello ****, 
  
  Hope you are doing well. 
  
  Sorry to know about your dissatisfaction. After reviewing the detials, it has been found that you placed the order on our US store where prices are in USD. This is the reason why your bank statement is showing currency conversation in CAD. However, as per the discussion with the customer support, we will be refunding you the difference cost as a gesture of goodwill. For future purchases, please use our Canadian store ca.goggles4u.com where you can pay in CAD. 
  
  Apologies for any inconvenience caused.

• Initial Complaint

  Date:07/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* received in time but **** has popped out and process to darken lens when outside to present or if is, not getting as dark as advertised. Invoice #********** Order #********** Date Order July 14. 2024 ItemsQtySubtotal Rectangle Eyeglasses 157301-c SKU: ******a Prescription ID ********** Service 2 Days Rush Color Gold-Brown 1$78.85 Subtotal$78.85 ************************ Grand Total$85.80 2 EMAILS SENT TO GOOGGLES4U WITH NO RESPONSE. AT THIS POINT I AM REQUESTING FULL REFUND.

  Business Response

  Date: 08/02/2024

  Hello *****, 
  
  Hope you are doing well. 
  
  First and foremost, we would like to apologize for the unpleasant experience you had with Goggles4u. Our customer is in contact with you to exchange your glasses in order to resolve the issues you encountered. We will make sure to satisfy your needs with the new glasses. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:06/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Created an order of Prescription glasses with goggles4u . com at 1:30 pm on Sunday June 9th 2024. I have paid for Expedited shipping which was being billed as 2 - 3 business days shipping. Regular shipping was being described as 5 - 10 business day. Their site emailed me that the glasses were complete on Tuesday June 11. I received an email Thursday 6/13/2024 at 5:30 am that the Prescription glasses were at the drop shipment facility. The email stated "It may take another ***** days for your order to arrive. Orders with rush order service will arrive in 2-5 days ", Which i had paid an extra $5 shipping for priority shipping. I contacted Goggles4U Morning at 11:00 AM 6/20/24 asking for tracking information for my shipment. I receive a reply at 4:30 AM Friday morning saying it is at Drop Shipping facility and i will get an email when it reaches **** system. They are Giving NO indication that these are coming from Over Seas an that it will take 2 or more WEEKS for the product to reach the United States Postal System. At this point i have no way of knowing if the product even exists. I am leaving for a Trip Early next week and am needing this product. They should be HONEST with the amount of TIME it may take for any customers Prescription Glasses to arrive. I am Very unhappy with what I feel is a dishonest disclosure of the time to arrive.

  Business Response

  Date: 07/01/2024

  Hello Clay, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant experience you had with Goggles4u. Please know that orders with regular shipping method gets produced in our overseas production facility and sent in a drop shipment initially. Once the shipment is received at our facility in the **, the orders get dispatched through ***** With your selected shipping method, the normal turnaround time is ***** business days however on rare occasions, minor delays are observed due to custom clearance events on bulk shipments. 
  
  We are pleased to inform you that your glasses are already in transit with **** and expected to be delivered by 1st July as per the **** tracking # **********************. 
  
  To compensate the delay, we have refunded partial shipping cost from your order. 
  
  Our sincere apologies for any inconvenience caused. 
  
  Regards,

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May the 25th 2024 I placed an order for new glasses with Goggles4U. I also paid for priority shipping, yes, I know this method IS NOT THE FASTEST, but it's all I could afford after buying the glasses and paying for a new prescription. I am nearly legally blind without vision correction. I continue to get the same message back from a Rep named ******* 3 different days and then today from a Rep named *****. they really don't seem to have much empathy whatsoever and don't even just seem like they are trying to remain objective towards the issue. They have no sense of urgency when you write in about your ytracking number or question where your shipment is. This is the worst experience I have ever had and I have worn glasses for nearly 35 years. ABSOLUTELY NO TRACKING NUMBER HAS BEEN GIVEN, THEY CONTINUE GIVING EXTREMELY VAGUE RESPONSES.. I have already ordered another pair from a totally different site and they have been delivered. This seems to be a repetitive occurrence with nearly every customer. CHANGES NEED TO BE MADE EXTREMELY BAD, HOW HAS THIS COMPANY MADE IT 16 YEARS?

  Business Response

  Date: 06/14/2024

  Hello *********, 
  
  Hope you are doing well. 
  
  I would like to apologize for the dissatisfaction this experience has caused. The normal turnaround time with your selected shipping method is about ***** business days. However, on rare occasions, it takes a little longer for delivery based on the items ordered and the overall shipping process. The glasses ordered from a regular category are initially produced in our overseas production and sent in a drop shipment to our US facility. 
  
  We understand the inconvenience the delivery time may have caused you and are extremely sorry for that. As a token of apology, we have refunded you the partial shipping cost. 
  
  This is to confirm that glasses are already on the way and expected to be delivered by 15th June as per **** tracking # **********************. 
  
  Our deepest regrets for trouble. 

  Regards,

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/25/24 i order 2 pair of glasses. 1 Pair was sent to the wrong address due to incompetence in Goggles shipping. The order was returned to Goggles by the US *************** The second pair are no one knows where. I have not and will not receive my orders. I have requested a refund 3 times and get wait,wait,wait, and more wait. The customer service is staffed by mindless drones that repeat the same nonsense over and over. I want and immediate refund and to warn everyone if you want new glasses find any other supplier than Goggles. I can't speak to the quality of the product because I haven't received it. No product and the money is gone. I don't want the glasses now I just want my money back and never, never deal with such a garbage company again.

  Business Response

  Date: 06/19/2024

  Hello *******,
  
  Hope you are doing well. 
  
  We regret the inconvenience caused by the issues with your orders placed on May 25th. Upon reviewing the details, we can confirm that two orders were indeed placed on that date: one with standard delivery and another with rush service. Unfortunately, both orders were affected by an incomplete street address, leading to the incorrect dispatch and subsequent return of the rush service order. However, we successfully corrected the address for the standard delivery order, which was shipped via **** and delivered on June 15th (tracking number: **********************). We hope you are satisfied with the glasses received.
  
  Please know that Goggles4u assure 100% satisfaction and you are certainly eligible for a full refund. As per the records, none of the customer support representatives denied to proceed with refund but gave the option to get the order reshipped instead. Since it was not acceptable for you, we acknowledged the refund request however for that the item needs to be received in return as per the policy. The refund for the returned order was processed as soon as the item was received back in mail. 
  
  Once again, we apologize for the trouble caused and appreciate your patience and understanding as we work to resolve this matter.
  
  Regards,

• Initial Complaint

  Date:06/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/25/24 I ordered two pair of glasses. I order was sent to the wrong address and the *********** returned the order to Goggles. The 2nd order is who knows where. I requested a full refund, which has been denied by *******. They have a responsive customer service set up, but it is useless, as they read company scripts and resolve absolutely nothing. Going to their CS is a waste of time. You get nothing but "be patient, wait, wait, wait"). Ordering and expecting to get what you ordered is more like a pipe dream, than a reality. One of the worse experiences I've had and I'm still having. I don't have glasses or the money I spent on them. I want a full refund immediately!

  Business Response

  Date: 06/19/2024

  Hello *******,
  
  Hope you are doing well. 
  
  We regret the inconvenience caused by the issues with your orders placed on May 25th. Upon reviewing the details, we can confirm that two orders were indeed placed on that date: one with standard delivery and another with rush service. Unfortunately, both orders were affected by an incomplete street address, leading to the incorrect dispatch and subsequent return of the rush service order. However, we successfully corrected the address for the standard delivery order, which was shipped via **** and delivered on June 15th (tracking number: **********************). We hope you are satisfied with the glasses received.
  
  Please know that Goggles4u assure 100% satisfaction and you are certainly eligible for a full refund. As per the records, none of the customer support representatives denied to proceed with refund but gave the option to get the order reshipped instead. Since it was not acceptable for you, we acknowledged the refund request however for that the item needs to be received in return as per the policy. The refund for the returned order was processed as soon as the item was received back in mail. 
  
  Once again, we apologize for the trouble caused and appreciate your patience and understanding as we work to resolve this matter.
  
  Regards,