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:05/15/2023

  Type:Delivery 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 ordered two pairs of glasses for my mother, Invoice #********** for Order #**********.When we received the glasses (21 days later) she was so excited to start using them, but as soon as she tried them on it became apparent that there was an issue with the prescription.My mother told me that she can see much better with the older prescription than with the brand new glasses that she had just received. Also, she is disappointed in the quality of the frames themselves, she said that they are very flimsy and poorly made.We have both been loyal customers for more than eight years and have purchased many, many pairs of glasses from your company, yet we have rarely had any problems with the glasses that we received.In addition, we have told dozens of people over the past eight years (friends, family, associates, even doctors) about Googles4u.com and what a wonderful company you have. We have told everyone we spoke to what great quality your company delivers, and that you have fantastic prices, but the number one thing that we have been the most impressed with all of these years is your customer service, it has always been excellent, until now that is.Now we cannot receive the courtesy of a simple response. Despite emailing four other times, the only response that I have received thus far is one automated email stating that the issue is being looked into.Previously, whenever we have contacted customer service we received a response within one business day (usually the same day) and the issue was quickly resolved.What has happened to your customer service?Has the company changed management or ownership?I am hoping that I receive a response from an actual person this time, if not, then we will stop recommending your company to anyone else, and we will patronize one of your many competitors instead, I'm sure one of them would appreciate our loyalty as well as all of our future business.

  Business Response

  Date: 05/16/2023

  Hello ******, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant recent experience. This is indeed not good to know that the glasses are not up to par. Please know that we are committed to providing the best possible resolution to the customer's problem(s). 
  
  Sadly, we have encountered a backlog due to shipment delays which resulted in a longer response time to some of the queries. Rest assured, none of the concerns raised with the goods and services will be ignored. 
  
  Our customer support is already in contact with you to sort out the problems so a replacement/exchange can be issued. We have also assigned a representative who will personally follow up with you to make sure that your issue is resolved swiftly. 
  
  Once again our deepest apologies for any inconvenience caused. 
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 05/16/2023

   
  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:04/28/2023

  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 March 28 I ordered a pair of glasses and paid *****. I have not received my glasses and now I dont want them. They said I cant cancel or return them if I ever get them. They offered to give me the postage I paid them for a settlement. I want a complete refund. I can send correspondence we have had but Im 74 and will need someone to help me with that. Let me know if you need it

  Business Response

  Date: 05/01/2023

  Hello *****, 

  Hope you are doing well. 

  I would like to express my deep regrets for the unpleasant experience you had with us. Please know that the order was produced on time and was shipped in a drop shipment from our overseas production as per the regular process. Unfortunately, the shipment got stuck in customs for longer than usual which resulted in a delay. By the time you requested cancellation, the order was already in transit which is why we were unable to process the request for you however we issued a refund for shipping charges to compensate the delay. Since it was not acceptable for you and you wanted a full refund only, we acknowledged your request and refunded the order in full on April *************************** "********". 

  Our deepest apologies for failing to fulfill your expectations. 

  Regards,
  -Goggles4u

• Initial Complaint

  Date:01/11/2023

  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 purchased two pairs of glasses from this company and they are both unusable.The first pair has very poor optics and I am getting double vision whenever I use them. This is the exact same prescription as I had previously gotten from them multiple times and the old glasses still have decent optics and I get no double vision with them. So it is definitely this new pair.The second pair was supposed to have photochromatic lenses and they do not. I have left them out in the sun for hours and they never darkened in color. They are making me jump through hoops to prove this even though I have sent them pictures of the glasses after being out in the sun for hours. Also, the picture of the frames on the website was black and there was no mention of them being brown. The frames I received were brown and they are now trying to tell me the model number references brown frames but the frames in the picture on the website (keep in mind there was no option to select alternate colors) were black. I now see a very cryptic "*********************" on the receipt but does not say what that refers to and when I first saw it on the receipt I thought it was brown lenses since that is what the order was brown lenses.I would like a full refund on the entire purchase as it is very apparent they are not very customer service oriented as I was called a liar by them multiple times.

  Business Response

  Date: 01/19/2023

  Contact Name and Title: *****************
  Contact Phone: **************
  Contact Email: *****************
  
  Hello *******,
  
  Hope you are doing well.
  
  First and foremost, I would like to apologize for the unpleasant experience you had with your recent purchase. I am really sorry to know that the glasses are not as per your expectations. As per the chat conversation, we didn't see any problem reported with the first pair and the only issue raised was with the pair with photochromic lenses. Nonetheless, we will look into the issues you are having to resolve them swiftly.
  
  Please know that the pair with photochromic lenses "Rectangle Eyeglasses 134754-c" comes in different colors including ********************* which was selected at the time of ordering and it has the front part in black color and brown arms (temples). This can be seen in the picture on the website as well. Please review the link below:
  
  ********************************************************************
  
  As per the records, the pair was produced with photochromic lenses and we are really sorry to know that it is not changing color in the sunlight. We need to further verify it with production due to which a picture taken in sunlight is required. We would like you to know that our friendly return policy allows customer to return glasses for a one-time exchange, replacement, or full refund. However, in certain cases, photo verification is needed for the records to bring improvement in the service. It doesn't mean that we accuse customers of lying but just to fulfill the requirement. We have also attached a screenshot of a chat conversation which reflects that the agent was only asking for the pictures so the return process can be initiated.
  
  The case has been escalated to one of the managers who will review it thoroughly and contact you to address the issues.
  
  Regards,
  -Goggles4u
  See Attachment/File: Chat transcript.PNG

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since this company is again questioning my integrity and legitimacy of my claim, I have no problem validating my claim by the means they have requested. I would however, require to be reimbursed for my time that will be required to jump through all these hoops they have requested since this was there error. My time is billed out at $150 hour. I would estimate this to take me 1-1.5 hours time to provide all the proof they require.

  Business Response

  Date: 01/31/2023

  
  Dear *******,
  
  Thank you for writing back here.
  
  With all due respect, we never mean to force you to prove your claim. Instead, we just requested to provide some pictures as per the policy in order to investigate and rectify the problem. Please review the email we sent you as a follow-up in which we mentioned that you can opt to proceed with replacement, exchange, or a full refund. Please get in touch with customer support so we can provide you with return instructions for a refund. Unfortunately, we haven't got a response back to the previous email sent.
  
  Regards,
  -Goggles4u
  See Attachment/File: Email follow up.PNG

• Initial Complaint

  Date:01/08/2023

  Type:Delivery 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 ordered two pairs of eyeglasses from this company on 12/18/2022. According to their website and the emails I have received the order has been filled. However, I keep getting the excuse "We would like to inform you that your order has been produced and drop-shipped in a drop shipment from our overseas production facility and is currently in transit. Once we receive it at our US fulfillment facility, we will dispatch it to you via **** and you will be getting an email with your order tracking number as well." It's been 21 days since I placed my order and there is still no tracking number or tracking information per their website. My credit card was charged on 12/18/2022. I would not recommend this company!!

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 8, 2023/01/26) */ Contact Name and Title: ********* Contact Phone: ************** Contact Email:****************** Hello ******, Hope you are doing well. I would like to express my deep regrets for the dissatisfaction this purchase has caused. This is indeed not the way we wanted to serve you and we are equally disappointed with the turn of events. Your glasses were produced within the normal time and were shipped in a drop shipment from an overseas production facility. Regrettably, the shipment got stuck in customs for longer than usual which resulted in a delay in delivery. However, the glasses were successfully delivered on 16th Jan under **** tracking # **********************. We hope that you are happy with the glasses received. To compensate for the delay, we have decided to refund the complete shipping charges for which the request has been submitted and should get processed within 2-3 business days. Once again, we are extremely sorry for the unpleasant experience. We will make sure that you won't have to go through anything like this again. Regards, -Goggles4u Consumer Response /* (2000, 10, 2023/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) My glasses finally arrived. I'm not satisfied with the delay or the customer service, but my glasses are here. I'll look for the shipping refund.

• Initial Complaint

  Date:11/26/2022

  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.

  Date of Transaction is 10/10/22 when I purchased a pair of glasses from googles4U, with transitions, and all protection on my glasses including blue light protection (total $83.68). I finally received my glasses after a long wait, on 11/22/22. To which I alerted the company as soon as I got them that something was wrong, (we are allowed 15 days to contact them from time of getting them to report a problem)I was seeing blue circles next to any light including stop lights while driving making it not able to see out of them. I have 2 other pairs from other companies just cut this year from lens crafter (ray ban lens) that have blue light protection and do not do what these glasses are doing. I also asked them why they did not explain that their blue light coating is different than the ***** in that they actually put a blue coating on the frame, also for that reason the transitions part of the lens is not working. My response from ************************* was insinuating, I am basically stupid as that is what all blue light glasses do. I can attest they do not as I current have 2 pairs with it and it does not show blue circles next to any light bulb. ***** refuses to refund or exchange as they do not provide shipping labels to customers even when it is their fault. I have even showed them that their blue light description on their website does not state by the way the frames will come with a blue tint and you will see blue circles next to all lights, nor does tell you not to get transitions with the blue light option because it won't work. You'd also think that during production someone would reach out to ask what the customer wants but they can't do that because the glasses are cut over seas. After knowing this I am more than certain that the coating over seas is different than what is offered in the *** and they falsely advertise the blue light protection because they know if they describe it no now will purchase.I am now stuck with a pair of glasses I can't see out of.

  Business Response

  Date: 12/05/2022

  Contact Name and Title: *****************
  Contact Phone: **************
  Contact Email: *****************
  Hello ********,
  
  Hope you are doing well.
  
  First and foremost, I would like to apologize for failing to fulfill your expectations. I am regretful to know that you had a hard time with customer support and will have the case investigated to take necessary actions in order to bring improvements in the service. Blue-cut digital protective coatings that we offer are a little different when ordered with photochromatic lenses. The coating intensifies the ability of a lens to block maximum harmful blue rays. It allows users to have great experience working on computers, laptops, tablets, and mobile phone devices. As it increases great comfort for most of the individuals, some struggle with the lens causing a slight blue shade. It is completely fine and has no negative impact on the eyesight however we do understand that it may be annoying for some customers.
  
  Our hassle-free return policy allows customer to return the unsatisfactory glasses for a replacement/exchange or a full refund. Since we do not offer return labels, the customer is required to return the items as listed in the policy. Nonetheless, it was exempted after you've shown extreme dissatisfaction with the procedure. The pair has been completely refunded as per your desire.
  
  I am really sorry for this unpleasant experience.

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your website fails to tell the customer your lens are different, that is your fault not mine and as such poor customer service and failing to advertise correctly as a customer I expected your company to step up as you did with other.
  I was informed last week a refund of ***** would be given to within 7 business days due to your lack of explaining your lens and trying to bully me via email.
  Once my refund is made I will close the case out. Your company is one of the worst I've ever come across, worst customer service ever and if you continue to bully customers you'll be out of business.
  See Attachment/File: 1402994A-9742-427D-ABE2-00CFCE222945.png

  Business Response

  Date: 12/15/2022

  
  Dear ********,
  
  Our deepest regrets for the bad experience you had. Please know that the refund of $60.57 was already made on 28th November from our end on the card that was used for the purchase.

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  It is very nice your company finally admitted their faults.

• Initial Complaint

  Date:11/20/2022

  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.

  bought them item on 11/03/2022 ORDER # ********** Invoice #********** Tracking Number(s): ********************** was delivered on 9/18/2022. upon receiving them product I noticed lens were yellow not clear. contacted the seller via email sent picture of the product. they email back saying that is not the product they send to me. i called them same answer. they were saying the picture I send is a older product not the current pair even though it is. then I send email with older paid and new paid comparing said by side. today I chatted with *** on their website same answer. they were all aggressive and telling me you keep sending us older pair picture and we did not send that pair. I felt so humiliated made me fell like I was a scammer trying to scam them for $65. I am a honest man all my life never tried to cheat anyone and the way they treated me about this issue really hurt my felling's and my morals. if they want to keep the money and do not want to replace the product nothing I can do about it. that is why I am reporting this to you guys. attaching some pictures. on the picture the glass on pink cloth is the recent pair and pair on green cloth is the older pair. i just hope you guys help me resolve the issue. thanks a lot.

  Business Response

  Date: 12/07/2022

  Contact Name and Title: *****************
  Contact Phone: **************
  Contact Email: *****************
  
  Dear ******,
  
  Hope you are doing well.
  
  I would like to express my deep regrets for the unpleasant experience you recently had with Goggles4u. It is indeed not good to know that the glasses were not as per your expectations. I am extremely sorry that you felt really bad due to this incident however I can assure you that we never intend to hurt customer morals. We only needed to verify the issue so it can be further escalated and since you had a similar pair last year, the misunderstanding took place on our part.
  
  The case has already been forwarded for further investigation and we will take the necessary steps to avoid such issues in the future. To address the problem, a replacement has been issued and delivered. Hope you are happy with the new glasses.
  
  I truly appreciate your patience and support in resolving this matter. Please accept this as a formal apology from Goggles4u.

• Initial Complaint

  Date:08/15/2022

  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.

  7/7/22 I ordered 3 pairs of glasses from goggles4u.com. Order# **********. Received on 7/28/22. All 3 pairs are unwearable. Loose, different size lenses, wrong rx. I have emailed customer service several times and get no response. I have left bad reviews thinking that would prompt something, but it hasn't. I contacted the person that they tell you to email in their email asking you to review them and still nothing. I've ordered from them in the past without issue, but this time it was an epic fail. I spent $181 and would like a refund or them to send new glasses or SOMETHING!!! They won't answer me and I am now "conveniently" outside of their return window even though I've been contacting them since I received the glasses. I appreciate your help.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/16) */ Contact Name and Title: ********* Contact Phone: ************** Contact Email: ***************** Hello *****, Hope you are doing well. First and foremost, I would like to express my deep regrets for the bad experience you had with recent purchase. This is so unfortunate that the problems encountered with the glasses were not promptly addressed. Your case has been forwarded to one of our customer support managers who will personally reach you to resolve the issues in the best of your interest. Regards, ********** Consumer Response /* (2000, 12, 2022/09/03) */ They shipped replacements. Received today. Disappointed that my case was closed before I even received the new glasses. Since it was closed before I was able to report the outcome, I suppose it's irrelevant if the replacements were correct or not.

• Initial Complaint

  Date:08/08/2022

  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.

  Update to complaint for googles4you

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */ Contact Name and Title: ********* Contact Phone:*************** Contact Email: ***************** Hello ****** Hope you are doing well. I would like to express my deep regrets for the unsatisfactory experience you had. The glasses were produced and shipped on time but unfortunately, the shipment was held in customs which resulted in an unusual delay. Luckily, the shipment got released recently and we dispatched your order on high priority basis. Your glasses have been delivered to you on 8th of August under the USPS tracking #***********************. We hope that you are happy with the glasses received. Our deepest regrets for the overall inconvenience caused. Regards, -Goggles4u

• Initial Complaint

  Date:07/11/2022

  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 progressive glasses on June 10, 2022 which finally arrived on July 9. When I put them on, they seemed great at first, but then I looked at my phone and I couldn't see it. There was no near-vision prescription in the glasses. I emailed "********" immediately and have not received any reply to date. I called and they said it was my fault because I input my prescription onto the order form. I emailed a copy of my doctor-signed prescription. I have not heard back. I should have read these complaints before I ordered. I got the same line about delays at customs, which now I think is just the ready-made response. I am looking for my money back.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/12) */ Contact Name and Title: ********* Contact Phone: ************** Contact Email: ***************** Hello******* Hope you are doing well. I am regretful to know about your dissatisfaction with the purchase of eyeglasses. Your case has been escalated with customer support for further review and we will reach you soon to resolve the problem in the best of your interest. Regards,

• Initial Complaint

  Date:06/27/2022

  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.

  Yes I ordered glasses from the company Memorial Day weekend and they took there standard 14 days to get my glasses to me , the wrong prescription, which they tried to place solely on me, reluctantly they offered me a different set of eye glasses as they sold out of the ones I wanted. I contacted them for my money back today as I have yet to receive my correct glasses and they tried to bring up a different order from 3 years ago and reiterated that I must wait there 14-21 days. They messed up and they didn't try to in any way expedite a replacement to me. Now it's 6/27/22 and I have no glasses in a month of waiting...

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ Contact Name and Title: ********* Contact Phone: ************** Contact Email: ***@goggles4u.com Hello *******, Hope you are doing well. First and foremost, I would like to apologize for the unsatisfactory experience you had with Goggles4u. Considering the problem that occurred with the glasses, we replaced them right away without having the faulty glasses returned. The glasses have already been shipped to you via USPS under the tracking number ********************** and are expected to be delivered by Monday 11th July. Since these are highly customized products, we had to produce a whole new pair from the start however, the glasses will be delivered within the delivery window. Our deepest regrets for the overall inconvenience. Regards,