They wouldn’t correct my prescription for progressives (in spite of repeated attempts to contact them right after placing the order) or cancel my order, which arrived with frames that didn't fit and the wrong prescription. (They tried to tell me that the scrip, which had been written by a doctor of optometry at one of the best medical centers in the country was “wrong” and that I hadn’t contacted them in time to correct the scrip or cancel the order, although I contacted them an hour or two after the order and the rep refused to correct my prescription online. He told me to email in the correction, and dismissed my concern that it wouldn’t be received on time, which is exactly what happened in spite of repeated attempts to confirm that they’d received the correction).
When I received the glasses, the frames were too large and the prescription was wrong, so I returned them right away.
Since returning the glasses (a huge hassle, although I’d been assured returns would be “easy”), they still haven’t sent my refund, thirty days after they received the returned glasses and nearly a month and a half after the original order. Refunds were supposed to take 30 days at most. I have been told by their so called “customer service” that they’ve contacted billing, from whom I still haven’t heard. And this refund was for an order that they messed up, so it shouldn’t have been sent at all. I’m paying for their multiple screwups.
And unfortunately the HSA card company doesn’t support disputing charges. I may have to look into other avenues, if any exist.
Also, a few days after the return was received, there were attempted fraudulent charges against my HSA card, which I’ve had to replace as a result. Coincidence? Maybe, but I doubt it.
So after innumerable phone calls, emails, and tickets, I have no glasses and no refund. I’ve had to replace an HSA card I previously used for years without any problems. I may never get my money back from GLASSESUSA. I may as well have flushed that money down the toilet. Along with the time and aggravation, that’s no bargain.
P.S. I got a beautiful pair of glasses at Costco Optical. No problems, no hassles, great service, perfect fit, nice frames, correct prescription. And I got them about 5 days after the original fitting. More money than GLASSESUSA, but since GLASSESUSA was a total waste of money anyway, Costco was so worth it.
Update: I was able to file a dispute for GLASSESUSA’s payment with the bank backing the HSA card, although the company administering the HSA wouldn’t do it.
Further update: About a week after I filed the dispute, GLASSESUSA emailed me saying they were processing my refund and that I should allow another 2 weeks for the refund to appear...( so that a refund that was supposed to take 2 weeks will in fact take almost two months). And this is also two months after the original order which they would not cancel. I’ve had this experience before with unscrupulous businesses. They refuse to issue a refund and give me the runaround about it, but sudddenly the refund magically appears AFTER I file a credit card dispute. However, I am skeptical. Let’s see if I actually get the refund. GLASSESUSA has zero credibility with me right now.