Complaint Review: GlassesUSA.com

https://wwwComplaint Submitted

Your complaint has been submitted and assigned the ID 14045201. For your reference, a copy of your complaint appears below. You will receive an email with further information once your complaint is processed by the BBB.

The complaint is being handled by the dispute center listed below. Please contact them with any questions.

Better Business Bureau Serving Metropolitan New York (New York, NY)
30 East 33rd Street 12th Floor
New York , NY 10016
 Inquiry@newyork.bbb.org
Web: http://www.newyork.bbb.org

Consumer Information Date Filed: 12/22/2019 Sal: Mr. First Name: Michael Middle Name: D Last Name: K Suffix:       Daytime Phone:       Fax:   Email:   Business Information Business ID: 0000107236 Name: GlassesUSA Address: 954 Lexington Ave City: New York State/County: NY Zip/Postal Code: 10021 Business Phone Number: (844) 244-1186 URL:      

The consumer indicated that they WOULD speak to the media about this complaint. Complaint Detail / Problem Complaint Type: Repair Issues Problem: I bought one pair of $627.00 glasses online from Glassesusa.com. I purchased the 20/20 Enhanced Coverage to get them replaced for a $30.00 copay if they get broken. I broke the glasses by mistake.

I called to make the claim on the 20/20 Enhanced Coverage. They say they are having problems with the system and can't process my[payment or anyone else's, call back in an hour. I call back several more times that day with the same result. Decide to wait until the next day. Been with glasses that I need to drive, work, read, and other things for a full day now.

Next day call several times with the same result. I have now called over 6 times and spent 20 plus minutes each time on the phone wasting my time. Been with glasses that I need to drive, work, read, and other things for two full days now. Third day. I called again. They still can't process my payment because of a system problem.

I asked to have the glasses sent and charge me when the system gets fixed. They won't do that. I asked for a full refund so I can go buy another pair of glasses because they refuse to process my claim for the replacement pair under the 20/20 Enhanced Coverage. I need glasses to function. They do not care.They will not honor the 20/20 Enhanced Coverage without the payment, and they cannot run the payment.

I spoke to a supervisor Zoe and asked to accept my payment, ship the glasses and run the payment when the system gets back up, or refund me all of my money so I can go buy another pair of glasses. She refused to do anything to resolve my issue. So now I will have to go buy another $500.00 pair of glasses because I was fraudulently sold a warranty that I cannot use.

I will also be contacting an attorney to demand a full refund. They are scamming people with a warranty you cannot use. Sincerely, ' Michael Kern Madison Taylor (GlassesUSA) Dec 20, 09:54 PST Hi Michael, Order # 1000521485 Good news! We've reviewed the pictures and are glad to report that with your 20/20 Enhanced Coverage you are eligible to receive new glasses.

In order to activate the coverage, contact our Customer Service at 1-844-244-1186 to pay the $30 co-pay required for reproduction. You can call anytime, we’re available 24/7. To read more on our 20/20 Enhanced Coverage, click on the following link: http://www.glassesusa.com/terms-and-conditions#RETURNPOLICY. If you have any questions, you can always email us at returns@glassesusa.com . Here for all your eyewear needs, Madison Taylor GlassesUSA.com Team This email is a service from GlassesUSA. Delivered by Zendesk | Privacy Policy [ER6Z30-QXED]  

Desired Resolution / Outcome Desired Resolution: Refund Desired Outcome: I demand a full refund. They have defrauded me. I am buying a new pair of glasses because I can't wait forever. From: GlassesUSA <sales@glassesusa.com> Sent: Wednesday, October 16, 2019 12:33 PM To: Mike Kern <mkern@metalcarportdepot.com> Subject: GlassesUSA.com: New Order # 1000521485 Hello Mike Kern, We have received your order and we are eager to start producing your glasses! Please note that you will get automatic updates every step of the way.

You may also track your order using the following link. If you have any questions, please feel free to email us or call our customer service line at 1-844-244-1186. We are available All Day. Every Day. 24-7. Your order confirmation is below.

Thank you again for your business.

Your Order #1000521485 (placed on October 16, 2019 10:31:57 AM PDT) Billing Information: Payment Method: Mike Kern 18045, Holly Ridge Drive Hammond, Louisiana, 70403 United States T: 9852084137 Credit card Credit Card Type: VISA Credit Card Number:  Shipping Information: Shipping Method: Mike K  3-5 business days - Shipping and handling Item Item Price Sku Qty Subtotal Ray-Ban 6335 Black $168 What do you use your glasses for?

Progressive (Distance & Reading) Included Package Premium (1.6 Index - Thin, ClearBright® lenses, UV Protective, Premium Anti-Reflective, Scratch resistant, Prescription card (+15% Off your next order)) $229 Transitions® VI Gray $169 Prescription details SPH CYL AXIS ADD Right (OD) +2.00 -2.00 7 +2.25 Left (OS) +1.75 +1.25 179 +2.25 Pupillary Distance (PD) - 62 Near PD - 59 44-H3994-Progressive-progregpak-Premium-Hoya1.67-HMC-trans-gray-insurance_20_20-HMX-insurance_20_20 1 $627.00 Subtotal $627.00 Shipping & Handling $12.95 Grand Total $639.95

Thank you again,

GlassesUSA.com For any insurance claims, please note that the GlassesUSA.com federal tax identification is 38-3978668. Should you have further questions regarding taxes or for any other matter, we may be reached at 1-844-244-1186 or via the Help tab at GlassesUSA.com.  

Complaint Background   Not all of these questions are required.  Please provide as much information as you have. 1. Product/Service Purchased: Eyeglasses   2. Model Number: 6335 Black   3. Contract, Account, or Policy #:    4. Order #: 1000521485   5. Purchase Date: 10/16/2019  6. Date Problem First Occurred: 12/20/2019 

Dates you complained to the company/organization

7. First Date: 12/22/2019  10. Payment Made: In Full 11. Payment Method: Credit Card

Name of Sales Person

13. First Name: Zoe   15. Last Name:    17. Purchase Price: $627.00   18. Disputed Amount: $627.00    

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