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:04/08/2025

  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.

  Glassesontheweb.com I ordered two pairs of glasses just the frames...3-28-25 for $ 212.95 Keep getting emails confirming my order....I confirmed the first time.....I called there # ###-###-#### Couple times ,his explanation is the same as email ,confirming but no actual shipment dates or if they even have the product!? I tried canceling my order! Now getting a different email address response, afraid to open it....I feel it's fraud...called my bank,hoping to get money credited back.....waiting!!!!!

  Business Response

  Date: 04/09/2025

  We appreciate the opportunity to respond to the customer's concerns.The order in question was placed on March 28, 2025, at 10:30 PM. The customer ordered two eyeglass frames. Shortly after the order was received, we contacted the customer via email to clarify that only one of the selected frames would be eligible for return. We requested confirmation before proceeding. The customer replied and confirmed the order, acknowledging the return policy.Following this confirmation, we immediately placed the order with our supplier to secure both frames. When the customer later called to inquire about the status, we explained that we were still waiting to receive the frames from the manufacturer. This process can sometimes take a few business days depending on supplier timelines.Subsequently, the customer requested to cancel the order. Despite already having incurred costs for the purchase of the frames, we honored the cancellation request and issued a full refund. A confirmation email was sent immediately to notify the customer that the payment had been refunded in full.At no point did we attempt to withhold information or mislead the customer. We acted in good faith throughout the process and ensured the customer was refunded promptly and completely. We’re not sure what we could have done differently in this situation, but we sincerely apologize for any confusion or frustration caused.If the customer has further questions or concerns, we would be happy to address them directly.Sincerely,Support team

• Initial Complaint

  Date:09/05/2024

  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.

  Business is a fraud/scam operation. Details: I was intending to purchase a pair of glasses for myself. They had the pair I wanted in stock. I used my: Name, Email, Cell Phone#, and Shipping Address. And when I was going to check out my mother offered to make the purchase on her debit card. This is the only time my Name, Email, Phone#, and Shipping address has ever been used in conjunction with my mother's debit card. I placed the order (******) on July 18th, 2024. I recieved the product a few days later as advertised. But, I did not end up liking the frame. So, I requested an RMA from the company (********-******) and awaited the process of my return. A few weeks later on Aug 21st, 2024 they prcoesed my return. That same day I began to receive MANY Email from various companies that I had created accounts using my Name, Email, Phone, Shipping address, but also using my mother's debit card. Many orders were placed. Including ****** ************ *********** ******* ******* ********* ******* ********* *** ******* ****** ***** ******* ***** ****** **** ************ ******* *********. Many items. On 09/03/2024 we were finally able to stop the card from processing any further payments with our bank and we are in the process of recovering that money. But, because it was in my name, with all of my information the bank is was not initially considering it scam/fraud. But, the debit card is finally turned off. But the scammer continues to make new accounts using my information. The total spent is nearly $3500. Most of which has been recovered or is being recovered. I have contacted all the companies and canceled charges, deleted created accounts, and had them mark my email as a scam for further purchases. But. This company is the ONLY company to ever have my personal information in conjunction with my mother's payment information ever. When I contacted the company about a possible breach the person just laughed at me. And stated they processed my return etc. #Scam

  Business Response

  Date: 09/06/2024

  We take this complaint very seriously and are deeply concerned about the abusive and unfounded accusations made against our company. We categorically deny any involvement in the alleged fraudulent activities and assert that there is no basis or evidence to support these claims.
  First and foremost, we want to clarify that we do not store any customer credit card information in our database. All payment details are securely transmitted directly to our payment processor at the time of the transaction. This is a standard practice to ensure the highest level of security and to prevent any potential leakage of sensitive information.
  Furthermore, in our 16 years of operation, we have never shared customer information, even in aggregated form, with any third-party companies. We strictly limit our communications to matters directly related to the orders placed by our customers. We do not send promotional emails unrelated to our products or our website, and even when we do send promotional emails, they are extremely rare.
  The suggestion that we are involved in any scam or fraudulent activity is both alarming and entirely baseless. We understand the distress caused by fraudulent activity, but we firmly reject any connection to these events. We have maintained a strong reputation for integrity and customer service over the years and would never jeopardize that trust.
  We urge the complainant to reconsider these accusations, which are disturbing, unfounded, and unfair to our business. If further clarification is needed, we are more than willing to cooperate with any legitimate investigation to clear our name and provide any required information to support our stance.
  Thank you for considering our response to this matter.
  

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 prescription glasses and was promised delivery within a certain timeframe. When that timeframe passed, I reached out and customer service gave me a new longer timeframe. When that timeframe passed, I reached out twice and received no response. I disputed the transaction with my credit card company and when the product was eventually delivered weeks later, closed the dispute. The company continues to send rude emails threatens to send the account to collections. I think an end to the threats and a 20% refund is due for the continued time and effort I've had to devote to this issue.

• Initial Complaint

  Date:06/30/2023

  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.

  My order number is #****** I recently ordered a pair or glasses shipping took a lil long but it was okay. Upon arrival I opened the package and to my surprise I only found the glasses case with the glasses cleaner wipe. There was NO frame that I had paid for I opened a claim yesterday but haven’t received a reply I also called and was told to be patient but I really need a resolution so I can either get another pair of get the refund to guy a pair elsewhere.

  Business Response

  Date: 08/03/2023

  Response taken by phone:  We ship thousand of glasses per year.  I shipped this order personally and would have noticed by the weight of the package if it was empty.  The package left here at the normal weight.