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:06/18/2025

  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.

  When I bought the eyeglasses online, it was printed on the transaction pages of the website that that the eyeglasses would ship within two business days. It wasnt until payment was submitted that the confirmation page indicated that it would be 2-5 days for production and an additional 1-5 days for delivery. Since that didnt work within the timeframe, I immediately called their customer service number and sent an email. The phone representative told me I could get them sooner for an additional $40. When I declined, he said he could reduce it to $30. I said no I want the refund. He then agreed and said the refund would be processed in 5-7 business days. After this interaction, I received a response to my email at 4:43 pm EST that since I put in the order after 12:00 pm PST, that production would continue on the eyeglasses. And if I need them sooner, I could pay anything additional $30. At no time was I made aware of the 12:00 pm PST cut off.The company uses deceptive practices to sell their products. And they try to up charge when they do not come through on the expected time of delivery. I do not want their product, nor do I wish to be charged for something I was assured I would receive a refund on.

  

  Business Response

  Date: 06/20/2025

  Hello,

  
  Thank you for your message, and we sincerely apologize for
  any confusion and frustration you experienced with your recent order.

  
  After reviewing your order details, we can confirm that the Next
  Day Rush shipping option was not selected at checkout, and the standard
  production and delivery timelines applied. We understand that this may not have
  aligned with your expectations, and we truly regret any inconvenience this
  caused. The Next Day Rush option is an additional charge of $29.98 or free with
  an order total of $180.00 or more. Here is a link stating our turn times and
  cut off time for our Next Day Rush service, https://www.overnightglasses.com/next-day-glasses/.

  
  We have processed your refund back to your original payment
  method. Please allow 3-5 business days for your bank to process the funds back
  to your account.

  
  We appreciate you bringing this matter to our attention and
  will use your feedback to improve clarity and transparency for future
  customers. If there's anything else we can assist with in the meantime, please
  don’t hesitate to reach out.

• Initial Complaint

  Date:05/18/2025

  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.

  This business is providing defective, low quality lenses. They advertise their lenses to be scratch resistant, with anti reflective coating and blue light blocking. Within weeks of receiving the glasses the lenses got scratched by simply cleaning them. They replaced those lenses. About a month ago when I was cleaning the lenses with the cleaning solution and microfiber cloth they provided, the lenses started getting streaks on it, photos attached. I was overseas but got back this week and contacted this business to resolve this issue, however, their customer service representative acknowledged that they have seen this problem before but said management refused to change or correct the lenses. I took these glasses to an optical shop and was told that the lenses and the coatings used were of low quality. I do not wish to work with this business again but would like a refund of the total amount I paid them so I can get my lenses replaced with another optical shop. Your attention to this matter is greatly appreciated. Thank you.

  

  Business Response

  Date: 06/03/2025

  Hello Ali,

  Thank you for reaching out and for sharing your concerns. We truly appreciate your business and understand your disappointment regarding your recent experience.

  After carefully reviewing your request, we regret to inform you that we are unable to issue a refund as it falls outside our refund policy.Our lenses are designed and tested to meet industry standards, and while we strive for the highest quality, external factors can sometimes affect the lens coating.

  We apologize for any frustration this has caused and want to ensure you have the best experience possible. While a refund isnt possible,wed be happy to discuss other options that may be available, such as a discount on a lens replacement order.

  Your order was placed on 5/1/24 and a free remake was offered on 12/9/24. This free remake from December was offered outside of our 90-day warranty as we were trying to be as accommodated as possible. In this situation we will not be able to offer you a second free remake outside of our warranty or a refund. We hope you understand our decision and you may review our refund policy here. *********************************************

  If you have any other questions or need further clarification, please don't hesitate to reach out. Were here to help.

  
  

• Initial Complaint

  Date:05/18/2025

  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 never received my glasses that I ordered. I paid $298.00. I was promised a refund after getting a hold of their support. They keep replying that, "the refund is taking longer than expected due to how long ago you purchased". I have been going back and forth with them for over 3 weeks. I think they think I will just forget that I gave them 300 dollars and didn't receive the product. I have emails from them I can send in showing they are supposed to be honoring the refund, but are not. I will also have to go to ****** since this payment was made via ****** if this BBB review does not immediately resolve the refund issue.

  

  Business Response

  Date: 05/21/2025

  Hello, we are sorry to hear that your refund was not processed. We did experience an error processing your refund via ****** but have now fixed the issue. We apologize for the inconvenience that this has caused you. We appreciate you bringing this to our attention and thank you for being patience with us. 

• Initial Complaint

  Date:04/29/2025

  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 used "Overnight Glasses" as a way to renew my glasses lenses for a cheaper option. The website states """New Lenses for your frame" - We Put New Lenses in any Frame Style and Brand - Replace Lenses In Old and New Frames ETC.ETC.ETC""""BEGINNING of timeline: MARCH 24TH - I made the order of Lens Replacement, and did everything they asked to do on their website, I sent in my prescription and even sent in a photo of that prescription. I paid $119 for them. The next day March 25th I sent them out in the mail.APRIL 2ND- Still dont have the glasses, at this stage, they emailed & said they just begun the coating and cutting stage.They finally arrived. ***** 15th- The glasses had been bothering my eyes for a few days and I didnt know why so i reached back out to overnight glasses to ask for advice. (screenshot shows what they responded with) ***** 17th- I took them back to my normal eye doctor and asked for the same advice, they read the glasses and got a different prescription and that, that might be the cause for the headaches. ***** 17th- I went back onto overnight glasses and told them the situation, and they responded with exactly this "I'm sorry to hear that. We will remake the lenses for you." (screenshot even shows that) At that point i asked for a refund because it was unfair and annoying to deal with. They sent another label, and i sent it back to them.They received the glasses.i got a notification on ***** 22nd that a shipping label was created.I got another email on ***** 23rd that the expected delivery was for the 28th. They finally got here today (***** 29) BUT HERE IS THE PROBLEM.The new glasses do not have any lenses in them. THEY are just the frames, no lenses. currently waiting to hear back from OVernight glasses as they were confused and didn't understand what i was talking about. OH, AND on my profile on their page it says no orders created even though the email i signed up with and email i got the emails from were the same. CONFUSION

  

  Business Response

  Date: 05/07/2025

  Hi Madison,
  Thank you for for reaching out regarding your order. Were very sorry to hear about the inconvenience you've experienced. Weve reviewed your case with our team. It appears there was some confusion regarding whether you wanted a refund or a remake, and unfortunately, this delayed the process. We sincerely apologize for that miscommunication.
  
  We understand your eye doctor noted that the prescription was off, which is why you requested to send the glasses back for inspection and a proper remake. We take matters like this very seriously, and our goal is always to ensure you receive lenses that match your prescription precisely. I see we are currently working to get this matter resolved for you. If you need any further assistance please let us know. 

• Initial Complaint

  Date:03/11/2025

  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 reached out to overnight glasses within their return window to let them know I am not satisfied with the order.1. They promised the order would be delivered in 24 hours, but it was delivered in 3 days.2. Frame is damaged ( some parts are ripped)3. I paid extra for high index ( thin lenses) but received polycarbonate which is so thick even thicker than regular polycarbonate. The frame looks fake too not authentic brand name.4. The lenses do not fit the frame. They popped out of the frame.Due to their poor low quality delivery, I requested a refund. However, the customer service did not respond. Instead they sent a request for a review, which is a disrespectful and rude behaviors. I provided them with honest review that this company is nothing other than **** like what other reviewers mention. They misrepresent their services and merchandise

  

  Business Response

  Date: 03/14/2025

  Hello, we are sorry to hear about your experience with your order. We understand your frustration in not receiving your order in the timeframe you were expecting. We have investigated the issues in your complaint and would like to address them. We assure you we are not a scam and have helped thousands of customers receive their *********************************************. 
  
  Your order was placed on 2/24 for single vision glasses. Unfortunately, there was not a prescription entered into our online form or a prescription attached to the order. We reached out to you on 2/24 to verify your prescription and you replied with a copy of the prescription on 2/25. We placed your order into production and it shipped out 2/26 for delivery on 2/27. This was an unforeseen delay and we did our best to get you the glasses as quickly as we could. 
  
  After reviewing our internal documentation on your order we did see it was processed correctly and passed our strict quality control measures. We will gladly review the frames and lenses again for any discrepancies. When manufacturing your prescription with a high minus power that is paired with the large lens size of 56mm, this resulted in a lens that was thicker than normal toward the outside part of the lens. The solution to this issue is to upgrade to 1.74 ultra thin lenses or select a new frame with a slightly smaller lens size around 52mm-53mm. Decreasing the lens size and upgrading to the thinnest lens material (1.74) will give your prescription the thinnest lenses possible. 
  
  We assure you that all of our frames are 100% authentic. All of our designer frames will have the correct identifying markings on them for authentication. We can gladly help you find these markings to authenticate your frames. We received your refund request on 3/3 and responded to your request the same day via email. After discussing the refund policy and offering you an exchange, your request was escalated to a manager where our solution was emailed to you within 24 hours. 
  
  As a family-owned business, we appreciate you sharing your experience with us as it helps us improve our service. We were very sorry to hear your experience with us was not satisfactory. We value your business and are committed to offering you the best service possible. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23049856
  
  I am rejecting this response because I still have not received a refund that was promised by Overnight Glasses via private email.

  Also, the timeline is not accurate.

   I filled out the numbers for the lenses based on my prescription on the order form, but also add a note asking them to ignore the numbers I filled out on the form, because I was not sure I put it correctly. My eye doctor is an elderly and he wrote his prescription in a different way than what the form was asking. On the note, I also mentioned that they should refer to the the picture of the prescription I uploaded and submitted along with the order form, because the prescription is written directly by the eye doctor so it should be accurate.

  The order was confirmed on Feb 24, 2024 at 3.32 pm based on order confirmation email I received. 

  A day later, I received an email from Overnight Glasses support on Feb 25, 2025 at 4.19 pm asking for prescription. I replied to the email on Feb 25, 2025 at 4.36 pm, which is only approximately 17 minutes from the time I received their email.

  On February 26, 2025 at 4.42 pm I received an email from Overnight Glasses mentioning that my order was complete.  I received the glasses on Feb 27, 2025.

  About the material, I now have other glasses with exact same prescription from another provider. The lenses are far thinner than the ones I received from Overnight Glasses. Also the lenses do not make sound like they are plastic when they are tapped, while the ones from Overnight Glasses made something that sound like plastic when they are tapped.

  On March 11, 2025, I received an email from Overnight Glasses support that they agree to provide me with a full refund for everything if I send back the glasses. I sent back the glasses on March 12, 2025, and the tracking shows that it's scheduled to be delivered to Overnight Glasses on March 17, 2025.

  I will update when I receive the full refund as they promise.

  Thank you

   

   

  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/18/2025

  Hello, thank you for your response. We sent you an email confirmation for the refund on 3/17/25. Please allow your bank 3-5 days to return the funds to your account. 

  Customer Answer

  Date: 03/19/2025

   
  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:01/11/2025

  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.

  This business should not be offering services they cannot stand by. I agree with the other customers. Their customer support is unprofessional, they lack any correct grammar and even provided me with the wrong tracking details. I paid $29.95 for overnight shipping. I was supposed to receive it the next day via *** by noon EST and it was not received on time. They advised me that it still states the same day and disregarded the required time it should have been delivered. ****, the agent I spoke with, advised me that I would have to wait for approval from a manager who wouldn't be in until the following Monday. However, their website states they are open on Saturday, when I called, and within normal business hours. If I do not receive an immediate refund, I will post my experience on social media and dispute this charge with my bank. Horrible first experience.

  

  Business Response

  Date: 01/15/2025

  Hello, we apologize for your experience. We understand you needed your glasses overnight and not having that fulfilled can be frustrating.Your order was placed on Friday 1/10/25 and shipped out the same day for delivery on Saturday. Unfortunately, *** experienced an unforeseen weather delay (heavy winds/Fire warning) here in the *********** area. Please understand that these delays are out of our control. If *** was not affected by the fires here in *********** we are certain you would have received your order on time. We will gladly refund the rush fee and send you an email confirmation. We are open weekends from 9am-1pm PST, although we do not have a manger on duty. I do see we were able to accommodate your request the very next business day. We are sorry your first experience did not go as planned but we hope you will consider our services again. 

• Initial Complaint

  Date:12/12/2024

  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 am filing a complaint against Overnight Glasses for their failure to properly handle a lost shipment claim with *** (Tracking No. 1Z556F1YPW90203021) and to provide a refund for the lost items attached to Order #****** On 11/30/2024, I submitted proof of purchase and receipts to Overnight Glasses detailing the value of two pairs of highly customized frames shipped to them for lens installation. They assured me they would file a claim with *** for reimbursement. However, when I contacted *** on 12/12/2024 (today), I was informed that Overnight Glasses has not returned the required paperwork!Despite repeated follow-ups, Overnight Glasses continues to mislead me, claiming they are waiting for *** to approve the claim, which *** has confirmed is false. I have yet to receive a refund for the lost items or the lens cutting services cost paid to Overnight Glasses. Each time I call, an associate says they need to consult a manager and promises to call me back, but no progress is ever made, no call back is ever received. I am tired of these stall tactics and demand immediate resolution today.

  

  Business Response

  Date: 12/18/2024

  Hello *****, thank you for reaching out about your *** claim.We are sorry about the lost package and your missing glasses. Please understand we are doing everything we can to help handle this situation with *** as quickly as possible. We did send all of the required documents to *** with the claim that we filled. The reason for the delay with the claim was due to the *** claims department needing to verify the lost merchandise again. This normally does not happen and we did not receive any communication from *** for this request. We have contacted *** and sent them the documents they requested. We were notified that the claim was approved. We will send you an email with the next steps. We hope you are satisfied with this result. We understand *** losing your package was very unfortunate and we apologize for any inconvenience this has caused. We hope you will consider getting glasses from us again.   

• Initial Complaint

  Date:11/18/2024

  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.

  Originally sent Frames to Overnight Glasses in Late September to have new lenses installed, prepaid. November 15, and after 2 returns (one broken frame, one wrong right lens) I have still to received my glasses back. The company has promised, if 5 or more e mails they would have my glasses shipped I 1-2 days, over several days, but continue to not send them. I will have to buy new glasses as I am living the country and no longer trust their promises.

  

  Business Response

  Date: 11/27/2024

  Hello, we apologize for the delay with your order. We understand your frustration in not receiving your order on time. After reviewing this situation, it looks like we had to verify your prescription to remake the lenses with the correct prescription. The delay with the remake had to do with the unique ******** frames. These frames require lenses that have to have a very deep groove cut in the lens. Unfortunately, we did have to remake the lenses a couple of times to ensure the groove was deep enough to hold the lenses securely to the frames. I do see the order was completed and shipped out to you.We hope you are happy with your new glasses. 

• Initial Complaint

  Date:11/18/2024

  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.

  On October 27th I mailed my glasses and prescription, and paid for expedited shipping. On October 31st I received a confirmation that my glasses had been received by them, and I should expect my glasses back in 2-3 days........They still have not arrived......I have reached out via email several times. I never get a direct reply, just notices of delay, and "were sorry for any inconvenience"...The first few times pushed the "tracking" button on their "receipt" email , a screen popped up that read:.."The email entered with your order number does not match with our records"...I pushed the tracking button again today, and this popped up (from UPS:)Your shipment 1Z556F1Y1396466995 **** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package"I would cancel and demand my money back BUT I sent them a pretty new pair of frames! If I cancel I will surely never see those frames again...... ..I'm beginning to fear I will never see them again no matter what I do .... OR my money! .(And beginning to suspect that none of their online reviews are real)And I am dreading what if the Rx is incorrect - if I send them for adjustments what happens then!!??

  

  Business Response

  Date: 11/27/2024

  Hello, we apologize for the delay with your order. We understand how frustrating it is to not have your completed glasses returned to your in a timely manner. Unfortunately, we did have to remake the lenses a couple of times as they did not pass quality control measure. These types of delays are rare but can happen when manufacture customer prescription progressive lenses. I do see that we did keep you updated with emails explaining that the order was delayed and expected to ship soon. We apologize we were not able to get the glasses returned to you faster. We can gladly cancel your order and issue a refund. We will send you an email confirmation once the refund has been issued. We are sorry that things did not work out this time. 

• Initial Complaint

  Date:09/27/2024

  Type:Sales and Advertising 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 replacement lenses for my glasses on March 4, 2024, paying extra for *** 2nd Day Air. They messed up my order by not cutting the lenses to the right shape and the PD being completely off. They said they will correct the issue and had me return them. When I got them back they were still off and the lenses looked like they were cut with a hacksaw. My eye doctor confirmed that the PD on the remade lenses was off too. Finally had the lenses removed elsewhere and correct lenses put in. I have the lenses that Overnight Glasses put in to return to them if they like.

  

  Business Response

  Date: 10/04/2024

  Hello, we are truly sorry to hear that the lenses were not to your satisfaction. We can email you a return label to send the lenses back to us. If the pd is incorrect we can gladly issue a refund. If you have a copy of your prescription please include it with the lenses. Once we receive the lenses,we will notify you. We apologize for any inconvenience this has caused you. We thank you for taking the time to reach out and will get this issue resolved for you as quickly as possible. 

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22348165
  
  

  I returned the lenses using the label provided to me by Overnight Glasses but have not heard back or received a refund.

  

  Business Response

  Date: 10/24/2024

  Hello, we received your lenses. After further review the lenses were made correctly and the PD was within tolerance. We sent you a detailed email explaining our findings and a picture of the reading from our lensometer. We understand that you were not satisfied with your lenses and hope you will accept of offers to remedy the situation. We hope you will consider using our service in the future. 

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  

  Thank you, I received a full refund from the business and consider this matter resolved.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********