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:09/13/2022

  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.

  Rapid production and overnight delivery of glasses was promised. The business name is misleading. I waited a month for delivery without notice of delay. Their phone goes to a message that says they will return the call within one business day. They emailed instead of calling the next day. I was informed that for faster service I should now choose a frame that makes it easy for the optician to grind and fit the lenses. I cancelled the order and have not yet received a refund. .
  

  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Hello, we apologize we were not able to get your order to you. The order that you placed contained a very unusual combination of computer use progressives with transition lenses that are meant for outdoor use. We emailed and called on 8/16 to verify this with no response. On 9/12 you did confirm that the order needed to be changed from computer use to everyday use progressives. We made the change and communicated that if you needed the glasses quickly full rim frame would speed up production. We are sorry things did not work out this time. Your refund will be issued on 9/21.

• Initial Complaint

  Date:09/12/2022

  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 prescription lenses to be made for a frame I already had. The glasses arrived later than promised and the lenses had different axises than the prescription I ordered, causing my vision to be blurred. I notified the company and was told that the prescription was actually correct, despite having brought the lenses in to my optometrist and getting a lensmeter reading that clearly showed the wrong axis in both lenses. They would not admit to their mistake. I sent the glasses back to them again to get the lenses remade and this time when I received them again the next week, the frame was bent and the lens was still blurry. Yet again I had to bring the glasses in to my optometrist for another exam and lensmeter reading, where they determined that Overnight Glasses used an extreme base curve in the lenses that was causing the frame to bend and that the optical center was at nearly the bottom of the lenses as opposed to closer to the center where they should have been. Overnight Glasses asked me to send my glasses back yet again to have new lenses made now a third time, having already been without my glasses for weeks now while they made bad lenses repeatedly. At this point I no longer trust the company to make decent lenses or to handle my expensive frame without doing more damage and I want my money refunded and compensation for my bent frames.
  

  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Hello, we apologize for any dissatisfaction with your order. I have spoken to management and we will be manufacturing new lenses for your second frame. We are sorry your order did not turn out as expected but thank you for giving us the opportunity to get you glasses that will work best for you.
  
  
  Consumer Response /* (2000, 7, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am satisfied with the resolution to this matter.

• Initial Complaint

  Date:09/09/2022

  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.

  Glasses purchase on 9/6/2022. received an email stating glasses would be delivered on Thursday 9/8/2022.
  
  9/8/2022. Glasses not received. I contacted customer support who stated glasses would ship in 1-2 business days. I asked for overnight shipping due to fact that their company lied about the delivery time.
  
  9/9/2022 Reply received from customer service representative ********* who stated that glasses would ship in 2-3 business days ( a blatant lie and change from what she said before. I asked for a status update and indicated that If I didnt receive glasses by 9/10/2022. That I would be filing a complaint with ***. Customer service ignored two emails sent.
  
  9/9/2022 I called the customer service line. Customer Service Representative ***; lied about not being able to hear phone calls even though number was dialed from two different phones at least 5 times. Miraculously after calling non-stop he can all of a sudden hear me. I explain my issue and he sates he can offer 15% refund. I state I dont want a 15% refund because I needed these glasses for a 2 week long trip on 9/11/2022. States he will give full refund with email confirmation.
  
  I want my full refund AND I want my glasses delivered in 1 day like their company clearly stated that they would or I want them to not be able to claim overnight glasses anymore because it is false advertising and they have the audacity to lie when questioned on order status. This company cannot be allowed to perpetuate lies because there are people who are in desperate need of the BASIC ability to see and these crooks are making false and deceitful promises.
  

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Hello, We apologize for the delay with your order and any confusion regarding production time. We spoke on 9/9/22 and I assured you the order will be delivered to you on 9/10. This order was immediately escalated to management on 9/9/22 to ensure delivery on 9/10. We spoke today 9/13 and you mentioned you were satisfied with your glasses. Thank you for letting us make your new glasses.
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While this situation was avoidable with simple communication, I do acknowledge that Overnight Glasses DID make good on their promise for the glasses to be received next day (as mentioned in the review). I am satisfied with the result and would encourage the company to examine the negative reviews and listen to what the customers are saying. Inform customers of delays and what you are doing to remedy the situation and I think a large majority of *** complaints and negative reviews could be avoided. The glasses themselves are fantastic and I am very happy with these transition lenses. I am also satisfied with the partial refund for the inconveniences. I would use this company again (I just may do it when I don't have a very tight time window for delivery)

• Initial Complaint

  Date:08/29/2022

  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.

  Summary: I recently ordered replacement progressive lenses for a favorite pair of expensive titanium frames from Overnight Glasses. Their website says it will take 4-5 business days for progressive lenses, but it took 13. When I finally received the glasses, the frames had been severely damaged (details below). In addition, the left lens does not seem correctly made.
  
  They received the glasses the morning of August 3rd. I called on August 10th to check on progress after they had had the glasses for more than 5 business days and was told the frames were lost and was offered a different pair of frames. I said that I really wanted this pair of frames. The frames were found later that morning and I was told that they would be ready and rush-shipped to me after 2 business days.
  
  But they actually took 8 more business days to finish my order, not 2, for a total production time of 13 business days.
  
  When I received the glasses on Saturday August 20th the right hinge was severely damaged, and the right arm is permanently not vertical (bent at an odd angle). There are scratches made by tools near the damaged hinge. The frames were in excellent condition when mailed to them.
  
  I am deeply disappointed by the damage and my overall experience. If they could not work with my frames because they are complex they should have informed me and sent them back. Once they damaged them, they should have informed me so we could work out a solution.
  
  The frames are rather expensive ($405), see:
  ****************************************************************************
  I emailed them these details 4 days ago with no response! Photographs and videos of both the damaged and undamaged side (for comparison) were attached to the email.
  
  This has been a painful ordeal since my daughter's wedding was the day after I received them and I was hoping to receive undamaged glasses to wear to her wedding and walk her down the aisle.
  

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hello, We do apologize for the delays with your order. We discussed on 8/31 that we will be remaking the lenses and repairing your frame for you. Your new lenses are currently in production and expected to be completed in 3 business days. I do assure you we are committed to making a product that you are satisfied with. If you are not satisfied with the final product, we can move forward with the other options that were offered. We thank you for giving us the opportunity to make your new lenses for you.

• Initial Complaint

  Date:08/29/2022

  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 ordered new lenses for my rimless RayBan frames on 06-27-22. The frames were less than a year old. I received my glasses back from Overnight Glasses 08-16-22 which is a long wait. My lenses were good but my frames returned warped. I sent them pictures and told them the only problem was the frames. I sent them back again to be fixed. I expected then frames to be fixed or new frames as mine were now warped. I received them back on 08-15-22. The frames were still warped and now the lenses were splintered at the screw attachment point on the frame. ***** advised me that the frames were not bent and that he would repair the lenses again after I sent pictures. I'm done sending my glasses to this business and request a refund.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hello, We will move forward with the refund today 9/1. You will receive an email confirmation shortly and credit to your original payment. We did offer to remake the lenses for you and do apologize for any inconvenience. We are sorry that it did not work out this time.
  
  
  Consumer Response /* (2000, 7, 2022/09/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I'm satisfied with the refund

• Initial Complaint

  Date:08/23/2022

  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.

  The glasses were purchased on July 19, 2022. We were told that we would receive the glasses in 2 to 4 business days and it took almost 2 weeks 14 days to receive them. During this time of waiting the company was extremely difficult to get a hold of and at times I feared my money was simply lost. When we received the glasses on August 2, 2022, the glasses had vertical lines going through the center of the lens. I contacted the company and was told to send them back they would replace the lenses and it would take another 5 to 7 business days. I explained to the company that ************************* the glasses belong to *************** cannot simply start and stop a routine such as putting on glasses and that he could not be away from them for another seven business days as it is a difficult routine for him to establish Once it has been disrupted. I was told that I could then receive 40% refund of the original purchase price as consolation. I excepted this refund and was told that I would receive it within 7 to 10 business days. We have now passed that timeframe and I have not received a refund. Additionally I cannot get a hold of the company to discuss this further.
  

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hello, I have discussed the refund with management. The refund has been issued back to your original payment on 8/24. We do apologize for the delay with the refund. We spoke on 8/23 and 8/24, you mentioned this would be a satisfactory outcome.
  
  
  Consumer Response /* (2000, 7, 2022/09/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I think that they have a lot of work to do in the customer service department, they did issue me a partial refund. Had I not come to the ***, I can't say that they would have handled everything as swiftly as they did. Do not recommend doing business with this company.

• Initial Complaint

  Date:08/13/2022

  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.

  I lost a pair of glasses on Monday august 8th 2022 by 5pm I ordered a new pair and received my confirmation stating they would be here by the 10th around 6 pm. I paid $30 usd extra for them to be where I was by the 10th part of email included. The following day on he 9th I received a call around 12 stating the frames I ordered are out of stock and if another pair would be ok which I say yes to and ask "are my glasses still expected to show up tomorrow" the 10th and he says "yes your glasses will still be arriving then". I take these two forms as a verbal and written confirmation of delivery. I used their service for the expected delivery. I wouldn't have even attempted this company had the not offered a delivery of the 10th. They arrived the 11th. I was out of that state by then and had to have the people where I was staying mail them to me where I live. I emailed this company on the 10th asking for a refund because they did not deliver. They did not respond till almost midnight of the 11th and all they had said was sorry. I emailed them again and today is the 13th and I have finally actually tried the glasses on and have still no response to the issue of shipping and paying extra for basically standard shipping. It wasn't the shipping company that delivered the glasses late it was the company because I received my shipping information on the tenth at 7 pm a full hour after they were supposed to be delivered. And then today when I finally try them on they are terrible quality. I can't look around or it's like I basically have drunk goggles on and the frames feel like they are made of the cheapest plastic possible. I paid 130 dollars for these glasses and I feel as though I have been scammed by both the promise of delivery and the quality of glasses I have received. They have terrible customer resolution aswell. If they would respond to me nd help me find a solurion I wouldn't even be here. It's shameful companies like this can get away with BLANTANTLY false ads.
  

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Hello, we apologize for the manufacturing delay. We spoke on 8/11 and issued you a discount on the order. You mentioned this would be a satisfactory solution. We do apologize for any inconvenience and thank you for letting us make your new glasses.
  
  
  Consumer Response /* (2000, 7, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  When they finally got in contact with me a few days after I submitted my bbb report they offered for me to return the glasses for a full refund or a partial refund if I kept them. I took the partial refund due to the fact I still needed glasses and asked only for my money back on the expidited shipping that was the main issue to begin with. They still gave me 50% off the whole order which I found generous I just wish it could have been resolved without having to file a report in the first place with anyone besides the company. I appreciate the service BBB provides by keeping companies responsible.

• Initial Complaint

  Date:08/09/2022

  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.

  Business prepared the wrong prescription two times and never refunded my money on their error.
  

  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/25) */
  Hello, I have discussed the refund of the rush fee with management. We will issue the refund back to your original payment on 8/25. In our previous communication on 5/21, the rush fee was not refunded because the prescription you entered on your order ****** was incorrect. We did offer to remake the lenses for you free of charge. We are sorry things did not work out this time.
  
  
  Consumer Response /* (-5, 9, 2022/08/25) */
  Partial credit was issued but they need to issue FULL REFUND! This is fair business.