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:02/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 glasses with the company. The glasses are unwearable. This is the second time I have had the issue with the company. Instead of honoring my request for a refund they force you to accept having them make you another pair of glasses. I have sent at least 4-5 emails back and forth with the company attempting to receive a refund. They offered to replace the glasses, when I shared I was not interested in a replacement they then shared they needed additional information and an investigation into the issue would need to be conducted. I am unsure how they could easily resolve the issue when they thought they could remake the glasses, but when I requested a refund they suddenly needed to do more investigation into the issue.

  Business Response

  Date: 02/29/2024

  Hello *****, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant experience. Goggles4u believes in 100% customer satisfaction and I am really sorry for the inconvenience you had resolving the case over the email conversation. We will investigate the matter further to bring improvement in the service. 
  
  I would like to confirm that a full refund for your order has been acknowledged over the phone conversation with one of our representatives. The refund should get processed within the next 3-4 business days. 
  
  We appreciate your patience and cooperation in this matter. 
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 03/08/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/22/2024

  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 glasses on Jan 31 2024 after a week they claimed order was complete on my account. When I tried to cancel they denied me and only created shipping label after I told them I was reporting it to my bank. Every time I speak to someone I get told the same thing nothing is being corrected

  Business Response

  Date: 02/23/2024

  Hi ****, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant experience. The order was placed using priority shipping method which has the usual turnaround time of ***** business days. However, on rare occasions, actual delivery takes a little longer due to various factors. To compensate for the delay, we have refunded the partial shipping cost to you. 
  
  Unfortunately, we couldn't cater to the cancellation request because, by the time it was requested, the glasses were already produced and were in a drop shipment process. Please know that we also have rush service available at an additional cost on the website using which you can get the glasses way sooner. 
  
  Your glasses have successfully been dispatched to you via **** under tracking # **********************. They are expected to be delivered by 23rd February. 
  
  We are extremely sorry for the inconvenience this may have caused. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:01/22/2024

  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 was sent promo code for 77% (50% +27%)total off complete order but they mislead you with this. They deduct 50% off total then 27% off the remainder. Instead of the *******% off the total as the promo states, Effectively shorting, in my case and extra $15. It is false advertisement and a waste of peoples time.There are chat transcripts, however I do not know how to upload without blocking the personal info attached. I can send to BBB directly if needed.I ended up canceling my order, I thought I was going to receive the proper refund. wasting my time and holding up my money.Thank you.

  Business Response

  Date: 01/23/2024

  Hello *****,
  
  Hope you are doing well. 
  
  I am regretful to know about your dissatisfaction regarding the recent promotion. Please know that we are not offering any discount for 77% off which is why it has not been marketed anywhere as 77%. The promo sent to you clearly states 50% + 27% which means 50% automatic discount will be applied as soon as you add the item in the shopping cart and additional 27% can be applied on the remaining subtotal through the coupon code.
  
  We are really sorry that it sounded misleading to you however that was not our motive and we have made it clear in the marketing campaigns. I would like to confirm that your order has already been cancelled and refunded in full as per your desire. 
  
  Our deepest regrets for any inconvenience caused. 
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21179272
  
  I am rejecting this response because:It does NOT clearly state that it is 27% AFTER 50% discount what it does state is 50% +(PLUS) 27% on ENTIRE order. It is a marketing misleading scam. You can doll it up anyway you wish as you already have, however it does not SAY nor does it imply what you are replying with. What you should have done is honored the coupon for the 77% as it states. I have ordered many many times on two separate accounts. This business has really declined in the last year.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/25/2024

  Hi *****,
  
  Thank you for writing back.
  
  We believe in providing quality services at the best possible price to the customers which is why we have special promotions available throughout the year. Our marketing team is destined to make promo emails as clear as possible. We even had more than flat 70% discounts available during the holiday season. However, since the terms have changed now, we are offering 50% automatic discount on the majority of the inventory (except rush service). On top of 50% discount, we are continuously offering additional discounts to make the price more affordable for the customers.
  
  If we were offering 77% flat discount, our promotions would've clearly stated that like they did when we were actually offering flat discounts, but that is not the case now. Our 24/7 customer support is available to answer any queries customers may have and that's what happened in your case. We are sorry that it created confusion at your end but that was not our intention nor did we want our promotions to sound like scams.
  
  Once again we are sorry for the misunderstanding that occurred at your end.

  Regards,
  Goggles4u

• Initial Complaint

  Date:01/17/2024

  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 bought 2 pairs of Glasses. One of them is unusable, there is a manufacturing defect in the lens. A ******* area in the middle. I told the company. They said they would replace it. They then said that the original glasses were "out of stock" and I had to pick frames from the very cheapest frames they had. None of them the same as the ones I had ordered and paid for. None of them I wanted. I asked them many times for a refund and they responded that I have to pick frames from horrible choices. I noticed that the original frames are available on their website, but they have changed the price. So they can replace my original frames, they just chose not to. I would like what I ordered , or a refund. Their website say 100% guaranteed.

  Business Response

  Date: 01/18/2024

  Hello *****,
  
  Hope you are doing well.
  
  I would like to express my deep regrets for the unpleasant experience. This is so unfortunate that you had issues with one of the received glasses however since we assure 100% satisfaction, we acknowledged the issue and decided to send you 2 replacement pairs as a gesture of goodwill. Unfortunately, the ordered glasses went out of stock from regular category but one of them is still available in rush service where your lens selection can't be fulfilled due to which new frames selection was required. 
  
  Nonetheless, your replacement order was already processed on 10th January. You will receive the tracking details via email once the order is dispatched to you. We hope that new glasses will fulfill your eyeglasses needs.
  
  Our sincere apologies for the overall inconvenience.
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21101977
  
  I am rejecting this response because:
   As of this date , Jan 23,  I have not received replacement glasses or a refund.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/31/2024

  Hi *****, 

  Your replacement glasses have already been dispatched via **** under the tracking # 9400111206210593491152. They are expected to be delivered within next 3-5 business days. 

• Initial Complaint

  Date:01/11/2024

  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.

  ORDER # ********** Glasses finally received after a month's wait. The lenses are blurry. This happened with my first pair in this same prescription and I had to send the frames back to be re-done and the second time they were perfect. The quality of the lenses with this company has really declined. After 2 emails to this company about this second pair of the same prescription I have heard nothing. The lenses are blurry to where they can't be worn - I need to have the glasses redone or a refund issued for them. I doubt I will be ordering glasses again from this company.

  Business Response

  Date: 01/12/2024

  Hello ****, 
  
  Hope you are doing well. 
  
  First and foremost, I would like to express my deep regrets for the unpleasant experience with Goggles4u.
  
  To resolve the case in the best of your interest, our customer support team has already issued a replacement under the new order # **********. We will produce a whole new pair and ship it to you without having you return the unsatisfactory ones. I assure you that the new pair will fulfill your eyeglasses needs. 
  
  Thank you for your patience and support. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:11/07/2023

  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 ordered prescription eyeglasses from Goggles4u on October 8 and I was notified of shipment within a few days. Since that date I have received at least 25 shipping exceptions related to this order. My order sat in *********** for 2 weeks without movement and finally showed movement to *******, ******* and then ***************, *******. And I finally received a delivery date of late October. Date passed and still receiving delivery exceptions and now package is back in ***********. I am unable to file a claim for this missing, insured package. Only the shipper can do that. I contacted the company requesting a refund since it is apparent that I will never be receiving my order. They refused and their only solution is that I can return and request a refund after I receive it. What if I never receive it? That is not an acceptable solution and I feel that the responsibility is on them. Whatever the shipping error is, is on them. (They already verified my address) They can file a shipment claim, but I want my money back!

  Business Response

  Date: 11/09/2023

  Hello *****, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant experience you had with Goggles4u Eyeglasses. This is indeed not the way we wanted to serve you. 
  
  Upon reviewing the case thoroughly, I can confirm that the order was produced and shipped on time from our end. Unfortunately, the delay occurred during transit which is quite unusual. We completely understand your frustration due to the long delivery time and can assure you that we have been trying our best to get this issue sorted out ASAP by keeping in touch with the postal service.
  
  As per the recent updates from the postal service, the delivery was successfully made on the 8th of November under the **** tracking number **********************. I hope you are satisfied with the received glasses. 
  
  To compensate for the delay and inconvenience, we will refund you the shipping charges for which the request has been forwarded and it should get processed within 3-5 business days. 
  
  Once again, I am highly apologetic for the overall inconvenience and truly appreciate your patience in this matter. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 order #********** on 5/28/2023 for $42.74. 7/13/2023 the eyeglass lenses broke at the connecting point of the eye glass frame. 7/13/2023 I informed the customer service department and received replacement order# **********. 9/10/2023 I opened my eyeglass case and discovered that the replaced order broke in the same place as the old order. Both experiences happened without pressure being applied to the eye glasses. Per the conversation I had with the manager ******. He suggested I purchase a new frame for the lenses and offered me 71% off my new order. As I pointed out, the frame is not damaged. The problem is with the eyeglass lenses. The eyeglass lenses are defective. As ****** pointed out the lenses may not be compatible for my eyeglass frame when he suggested I purchase a new frame. I am contacting you seeking a resolution for the matter. My first resolution request is providing me with eyeglass lenses that are not defective and are absolutely compatible for my eyeglass frame. If they are not able to accommodate my first request I would appreciate a full refund of$42.74.

  Business Response

  Date: 09/14/2023

  Hello *****, 
  
  Hope you are doing well. 
  
  First and foremost, I would like to apologize for the unpleasant experience you had with the recent purchase. Regretfully, the order is out of warranty which is why the first tier customer support was not able to entertain the issue. However, the case has been reviewed by the management and a replacement has been offered to you to address the situation. We are awaiting your confirmation about the new frame so we can go ahead and replace the dissatisfactory glasses. 
  
  Please get in touch with customer support to get your replacement order processed. 

  Regards,
  -Goggles4u

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20589515
  
  I am rejecting this response because: 

  I sent *************************** the following email on Wed, Sep 13 at 1:02 AM and did not receive a response.

  C Medley <********************>
  To:***************************
  
  Wed, Sep 13 at 1:02 AM
  
  
  
  Hello ********, 
  
  
  I truly appreciate your prompt response to my concern as well as your offer to replace the eye glasses. As I have stated in my conversation with ******, the problem is not with the frame. It is the eyeglass lenses.  I am receiving the same type of generic defective lense. Before I place my order; can I be assured that I will receive a better quality lense?
  
  
  Thank you
  
  
  Sincerely,
  
  ***********************

   

  In addition to the email I sent; I called their customer service number at ************** and spoke to ****** asking him the same question from my email I sent ********. He kept telling me to pick a diferent frame. I explained to him multiple times the frame is not the problem. The frames would be functional if the eyeglass lense didn't keep breaking. All I want is the same frame I ordered with a better quality of eyeglass lense. He never offered me a solution to receiving a better eyeglass lense; Just to pick a different frame.  Since Goggles4u.com can only provided poor quality of eyeglass lenses for the eyeglass frame that I prefer I am requesting a full refund $42.74. 

  Business Response

  Date: 09/25/2023

  Hello *****, 

  Hope you are doing well. 

  This is to confirm that you have been refunded in full as per your desired resolution. The refund was made on the same PayPal account that was used for the payment. Refund transaction ID "*****************". 

  Apologies for any inconvenience caused. 

  Regards,
  -Goggles4u

  Customer Answer

  Date: 09/26/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  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 placed the two orders noted below with Googles4u Order ********** 6/21/23 $71.79 Order ********** 6/19/23 $68.99 Order ********** purchased on June 19, 2023, I finally received on July 7, 2023.I immediately starting using the new glasses, since I know I only have 15 days after receipt to return the glasses if there is a problem.Almost immediately my eyes were straining and watering. It was obvious the progressive lens prescription were processed incorrectly by Googles4u. But I kept the glasses on to further test or adjust to them. My eyes watered more and more. So I took them off and went back to my old pair of glasses with exact same prescription from another company. Immediately the issue went away with my old glasses on.I contacted via email Googles4u customer service. First they told me I must have put the prescription info in wrong for the glasses and lens. They demanded I sent a copy of the prescription. Which I did with no response back from them. I believe they stall so the 15 day return period will end and then they can tell you no refund can be offered. Since I have no confidence in the company I also asked to cancel my other Order ********** I purchased on June 21, 2023 that I have not yet received.Again no response on this request.I am asking Googles4u for a full refund for both orders ASAP.

  Business Response

  Date: 07/14/2023

  Hello *******, 
  
  Hope you are doing well. 
  
  We are writing in response to your complaint filed with the Better Business Bureau regarding your orders with Googles4u. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
  
  Firstly, we would like to apologize for any issues your husband encountered with his glasses (Order #**********). We can confirm that the glasses were produced correctly as per the prescription provided. However, in order to ensure your satisfaction, we have honored your request for a refund. We value your feedback and strive to provide excellent service to all our customers.
  
  Regarding your own glasses (Order #**********), which are currently in transit, we kindly request your patience until they are delivered. We understand your desire for a refund; however, we encourage you to try the glasses upon receipt. Should you encounter any issues, we assure you that we will promptly address them and honor a refund if necessary. Your satisfaction is of utmost importance to us.
  
  We would like to address your concern about stalling the process to exceed the return period. Please be assured that it is not our intention to delay or hinder the resolution process in any way. We apologize if our response has been delayed due to a high volume of inquiries. Rest assured, we are committed to resolving your concerns within the specified timeframes.
  
  We value you as a customer and appreciate your patience throughout this process. Our commitment to your satisfaction remains unwavering, and we will do our best to rectify the situation and provide a positive resolution for you.
  
  If you have any further questions or require additional information, please do not hesitate to contact our customer service at ************** or ********************** We are here to assist you and resolve this matter as quickly as possible.
  
  Thank you for bringing your concerns to our attention. We appreciate your understanding.

  Regards,
  Goggles4u

• Initial Complaint

  Date:06/26/2023

  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.

  This item was ordered on Jun 3rd. I have emailed several times asking for a tracking # for shipment and continue to get the same email back from them. It says "shipped" on my order but there is no tracking # that they will provide. It has been over 21 days since I ordered this. I have asked for a refund twice and they continue to send the same email (attached) This is a very unprofessional and unreliable online company. I would like my money refunded.

  Business Response

  Date: 07/06/2023

  Dear ******,
  
  Hope you are doing well.
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau (BBB). We apologize for the delay in delivering your order and understand the frustration it has caused.
  
  The delay regretfully occurred due to unforeseen complications with customs. While we produced and shipped your order on time, it unfortunately got held up in customs for longer than anticipated. We recognize that this is not the level of service we strive to provide, and we share your disappointment in the situation.
  
  We want to assure you that we made every effort to expedite the release of your shipment once we became aware of the delay. We are pleased to inform you that the shipment has recently been released and your order has been dispatched via ***** You can track your order using the provided tracking number **********************. According to ***** the expected delivery date is the 10th of July.
  
  To compensate for the inconvenience caused, we have refunded the shipping cost and also provided a $30 refund. We hope this gesture demonstrates our commitment to rectifying the situation and making it right for you.
  
  Once again, we sincerely apologize for the trouble and frustration you have experienced. We value you as our customer and will continue working to improve our processes to avoid such situations in the future. If you have any further questions or concerns, please do not hesitate to reach out to our customer service department, and we will be more than happy to assist you.
  
  Thank you for your understanding and patience.
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:06/21/2023

  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.

  On 5/27/23 I ordered a pair of glasses.for $56 invoice #**********. They were shipped on June 2nd. Today is 6/16/23 and as of now I have not received my glasses. I did get $4 refund for priority shipping. I'm told either they are being shipped or at customs. I can only get a response if I do online chat. They will not answer my emails.They said this very unusual but after reading reviews it happens a lot. I want my glasses or a full refund.

  Business Response

  Date: 06/23/2023

  Hello ***, 

  Hope you are doing well. 

  First and foremost, I would like to express my deep regrets for the delay you experienced with your order and I understand your frustration. We strive to provide excellent service to all our customers, and we regret that we fell short of your expectations in this instance.

  
  We would like to address your concerns and offer our sincerest apologies for any inconvenience caused. The delay in your order was due to unforeseen circumstances beyond our control. While we make every effort to ensure timely delivery, there are occasional situations that can impact the normal course of business.
  
  Please be assured that we are actively working to resolve this issue and expedite the delivery of your order. Our team is in constant communication with the shipping carrier to track the whereabouts of your order and ensure its safe arrival. We understand the importance of timely and efficient service, and we are doing everything within our power to rectify the situation as quickly as possible.
  
  To express our apologies for the delay, we have refunded you the complete shipping charges from the paid amount. We hope that this gesture will demonstrate our commitment to your satisfaction and serve as a token of our appreciation for your understanding.
  
  We value your feedback and take it seriously as an opportunity to improve our processes and prevent similar situations from occurring in the future. Rest assured that we will be reviewing our shipping procedures to identify areas for improvement and implement necessary measures to avoid such delays going forward.
  
  Once again, we apologize for any inconvenience caused by the delay. We truly appreciate your patience and understanding in this matter.
  
  Thank you for your continued support and for bringing this matter to our attention. We are committed to ensuring your complete satisfaction as our valued customer.

  Regards,
  *********

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20199397
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************