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:07/23/2025

  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 one pair of glasses on July 16 that were advertised as "one day rush" and still have not received them as of July 23. I am curious how this is legal. I had sent an email on July 18 asking what "one day rush" meant and the reply did not answer that question, only told me they would expedite the production. I spoke to a representative July 23 and was told that the glasses were sent to *** for shipping, but I received an email on the same day saying the delivery would be August 4th. That is not what I paid for. I was offered a refund of shipping charges, which I have yet to see, and no refund for not providing "one day rush" as promised.

  Business Response

  Date: 07/26/2025

  Dear *******,
  
  We sincerely regret the inconvenience and dissatisfaction you experienced with your recent order. We see that the order was processed through our rush service with 2-day *** shipping method, which typically delivers within 2-3 business days. However, due to an unexpected backlog in our production line, the manufacturing process took longer than usual, resulting in the delay.
  
  According to *** tracking information, the package was delivered to the provided address on July 25th. Nevertheless, to ensure your satisfaction and as a gesture of goodwill, we have issued a full refund for your order. You are welcome to keep the glasses as an apology from us.
  
  We deeply apologize for any trouble this situation has caused and truly appreciate your understanding. We hope to have the opportunity to serve you better in the future.
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 08/04/2025

   
  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:06/18/2025

  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.

  I bought sunglasses on 5/31 with priority shipping. as of 6/17 I still have not received my glasses. When I reach out about a refund they tell me its in transit and when I look at the tracking number its been in transit since 6/9 it doesnt take that long to get from ********** to ******* with priority shipping. I asked for a refund and they keep telling me its in transit. They have been unwilling to help with any means of resolving the issue at hand. I needed my glasses thats why I paid extra for fast shipping. They have thrown every excuse in the book at me.

  Business Response

  Date: 06/23/2025

  Dear Ashley,
  
  I hope this message finds you well.
  
  First and foremost, I would like to sincerely apologize for the inconvenience you’ve experienced with the delivery of your recent order. We understand how frustrating delays can be and truly regret the disruption this has caused.
  
  Your glasses were manufactured and dispatched on time from our facility on June 9th, via USPS Priority Mail (Tracking Number: 9405550899561000076445). Unfortunately, it appears that the postal service is experiencing delays beyond our control, and there has been limited movement on the tracking since dispatch.
  
  We have already escalated the matter with USPS and initiated an investigation in an effort to expedite the delivery. Additionally, as a gesture of goodwill and to help make up for the delay, we have issued a full refund of the shipping charges you paid.
  
  We deeply value your business and appreciate your patience and understanding as we work to resolve this issue. Please don’t hesitate to reach out if there’s anything further we can assist you with in the meantime.

  Regards,

• Initial Complaint

  Date:05/28/2025

  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.

  On 3/23/25 I place an order prescription glasses. I received them about a month later. Left lense was good right lense was blurry. I did an online chat with customer service about the problem they told me I would have to send the glasses back at my expense before they would refund my money. I told them I had a problem paying for their mistake. At that point they said to keep the glasses and they would send out another pair guaranteed to be correct. I received the second pair another month later with the same problem. Now they want me to send back both pair of glasses at my expense before they will refund me. I told customer service I would be more than happy to send the glasses back if they would send me a return mailing label. They said no. I know my prescription is good I have the same script for three years plus I sent them a copy of Dr. *******

  Business Response

  Date: 05/29/2025

  Hello ******,
  
  I hope you're doing well.
  
  I'm truly sorry to hear that you're still experiencing issues with your glasses. According to our records, both the original and replacement pairs were made exactly to the prescription provided, so it's unfortunate to know that you're still facing difficulties.
  
  As per our policy, customers are responsible for return shipping in cases of refunds, replacements, or exchanges. However, we made an exception by sending the replacement pair without requiring the original ones to be returned.
  
  To proceed with a refund, we kindly ask that you return the glasses via standard **** mail. Once shipped, please share the tracking number with our customer support team so we can initiate the refund process.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.

  Regards,

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23388659
  
  I am rejecting this response because:
  I have had this prescription for three years and have bought from other online eye glass sellers ( Zenni) always with perfect lenses. I gave you a copy of my optical prescription so no mistakes. So my conclusion is you have poor lense manufacturer and you are trying to have me pay for your poor service. It looks like I am in good company with all your poor ****** reviews.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/30/2025

  Hello *****, 
  
  We have verified your prescription with the data we have on file against your order and can confirm that the glasses were produced exactly as per the provided info. Considering that the glasses are still not working for you despite sending a replacement pair, we are happy to proceed with the refund option. Please know that the return is required as per the policy so we are awaiting the return in order to proceed with the reimbursement. 

  Regards,
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23388659
  
  I am rejecting this response because:
  What are you insinuating? That Im lying? All I wanted was a pair of glasses that I can see through. 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/05/2025

  Hello,

  We want to clarify that we are in no way suggesting any dishonesty on your part. We're genuinely sorry to hear that the glasses arent working for you, even though everything appears correct on our end.
  
  We'll be able to launch further investigation once we get the glasses back in mail. We completely understand your concern and are willing to resolve it as per the policy by issuing a complete refund upon return of the glasses.

  Regards,

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23388659
  
  I am rejecting this response because:
  I am more than happy to send your defective glasses back if you will send me a return label. I refuse to spend my money for your mistakes. So many of your online reviews have expressed the same problems as mine. Its obvious Goggles4U have no desire to correct this problem. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/05/2025

  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.

  Order glasses March 24 received 1 month later. They do not fit and painful to wear. Was advised pick new frame under *****. Did so. Was under *****. Told couldn't have them due to they were rush shipping. Told didn't need rush on order and was not looking for refund on price difference but that was my choice and did not like any of the others. Have received the same automated response supposedly by different people. Had 18 text exchanges. Finally asked for refund and would return glasses. Have original case shipping box etc. They do not acknowledge request for refund just keep sending same message. The last one contained a request to go to a site which they gave me which was their site and had 754 frames to look at the first one was lime yellow plastic. I have spent weeks looking at their site. The choices are almost identical. I have picked the 1 which was a distant 2nd the 1st time I ordered other than that I don't like their choices. They will not recognize request for refund.the only stipulation made for exchange was price. I am well under that. They now state cannot ship this to ******?? It's coming out of ******** or the *********** to ****** just like the 1st one did. Worst company I've had to deal with in many years.Quote sorry to hear the fit has been uncomfortable, and we truly appreciate your feedback. As per our one-time exchange policy, wed be happy to offer you an exchange with a frame worth up to CA$54. Please select a new frame within that price range, and well process the exchange order for you. To help you find a better fit, here are the measurements of your current frame: Frame Width: 142 mm Eye Height: 36 mm Eye Width: 58 mm Nose Bridge: 17 mm Temple Size: 140 mm Size: X-Large (>140 mm)

  Business Response

  Date: 05/13/2025

  Hello **********,
  
  I hope this message finds you well.
  
  We sincerely apologize for the inconvenience you experienced with your recent order. After reviewing your case, we understand that you were not satisfied with the glasses received. In accordance with our one-time exchange policy, we offered you the option to select a new frame from our website.
  
  Unfortunately, the frame you selected was only available through our ************* which is currently offered exclusively within *****************. As our regular inventory differs from the ************ collection, we were unable to proceed with the exchange for that particular frame.
  
  We provided alternative frame recommendations based on your preferences; however, as these options did not meet your expectations and you preferred a refund, we have honored your request.
  
  This is to confirm that your refund has been successfully processed. The transaction ID is ********.
  
  Our sincere apologies for the trouble caused. Hope to serve you again in a better way. 

  Regards,

• Initial Complaint

  Date:04/24/2025

  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.

  Had placed an online order as based on their services offer for "Buy One Get One Free" (please see attachments), using the code "BOGO" with my order; however, upon contacting their chat services online the agent stated in their text that I would need to place another order (please see attachment) so as to qualify for this offer? This contradicts the statement "Buy One Get One Free" as one only needs to make one purchase and, therefore lacking the apparent-needed clarity is unfortunately interpreted as misleading their customers, with the result of only receiving at the end of making this purchase one pair now?Being this most recent order is the sixth one that I had placed with their services (please see attachments), with the first order placed over ten years ago (please see attachment) would reason their services should know as well as understand from the good number of customer complaints besides myself on how important and valuable to render and maintain such services? And, also, on the my past orders have issues with two of them due to quality etc. matters involving them plus will send further information (attachments etc.) involving this complaint upon request.Thank you kindly to the BBB for your services towards a resolution of this complaint.

  Business Response

  Date: 04/25/2025

  Hello *******,
  
  We hope this message finds you well.
  
  Thank you for reaching out and for your continued support over the years. We sincerely apologize for any confusion or inconvenience you experienced regarding the recent Buy One Get One Free (****) promotion.
  
  After a thorough review of your case, we found that your order included only one complete pair of glasses. As such, the **** offer could not be applied at checkout. Our customer service agent explained this during your chat session and suggested placing a second order to qualify for the promotion. The plan was to merge the new pair with your original order and issue a refund for the lesser-priced pair, in line with the **** terms.
  
  We understand how the offer might have seemed unclear, and we appreciate your feedback. For clarity, here are the key terms and conditions of the **** promotion:
  
  -The offer applies to complete pairs of glasses (frames + lenses) totaling $20 or more.
  -For every two qualifying pairs purchased, the one of lesser value is free.
  -The promotion covers up to four items per order.
  -Shipping costs are not included in the offer.
  
  These terms are consistently included in all promotional materials and were also shared by our chat representative during your interaction. We truly value your loyalty as a long-time customer, and we want to make this right. A dedicated customer support representative has been assigned to your case and will reach out shortly to help you complete your **** order, including confirming the frame and lens details.
  
  Again, we apologize for any inconvenience and thank you for the opportunity to address your concerns. We appreciate your patience and understanding.

  Regards,
  -Goggles4u

• Initial Complaint

  Date:01/21/2025

  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.

  Originally ordered a pair of glasses on 12/3/2024 it took 30 days for the glasses to arrive to me. The coating and lens produce a glare and halo's around lights at night. The right leg broke off the frame the 1st day I wore them. I call customer service and they refused to refund me my money unless I paid to ship the glasses back. I agreed to let them send me a new pair at their cost. This was on 1/3/2025. It was clear they would send them 2-3 day priority. It is now 1/20/2025 and the glasses have still not arrived. I spoken with ******* a supervisor at customer service twice and they still are refusing to give me a refund. I am seeking a full refund. This business should not be allowed to anymore sales with their deceptive practices and poor customer satisfaction.

  Business Response

  Date: 01/24/2025

  Hello ******,

  I hope you're doing well.

  We sincerely regret the frustration and inconvenience you've experienced with your order, and I truly appreciate you bringing this to our attention. After reviewing the details of your case, Id like to provide some clarification.

  Your original order was placed on December 10, 2024, using our standard delivery option, which typically takes ***** business days. Your glasses were delivered on January 3, 2025, after a total of 19 business days, despite the challenges posed by the holiday season.

  When you reached out about the issues with the frame and lenses, we quickly arranged a replacement and upgraded the shipping to priority at no extra cost to you, with an expected delivery time of ***** business days. The replacement order was produced and shipped on time from our side. However, due to extreme weather conditions, including winter storms in the Southern, Southeast, and Northeast U.S., as well as wildfires and emergency events in the ***************** area, there were significant delays with **** deliveries.

  Im happy to inform you that your replacement glasses are now out for delivery today, January 24, 2025, under **** tracking # **********************.
  We truly regret the inconvenience you've faced and understand how frustrating this has been. Please rest assured, **** made every effort to address your concerns in the best way possible, and we appreciate your patience throughout this process.

  Thank you for your understanding.

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22835407
  
  I am rejecting this response because: I am not satisfied with the level of service nor the quality.  I am requesting a full refund.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/06/2025

  Hello ******,
  
  We regret to know that you are not satisfied with the replacement glasses. Please know that you are eligible for a full refund. Simply return the glasses back to the address below:
  
  ********************************************************br>******************
  
  Once done, provide us the return tracking number so we can initiate a refund request. 
  
  Please feel free to get in touch with customer support for any further assistance.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22835407
  
  I am rejecting this response because:  I paid to have the glasses shipped to me and I should not have to pay ship them back to you because of the poor quality of the glasses.  Most online retailers don't make customer pay for return shipping on bad products.  It would be one thing if there was nothing wrong with glasses but they are poor quality and the depth perception on them is dangerous for me wear and drive.  The frame will not stay on my face they constantly slide down my nose.  The auto darkening feature is not dark at all you can not tell any difference from being inside or outside.  As a company you should provide me with a shipping label to return the glasses and give me a full refund.  I should have already received a full refund for all the trouble I have had.  This has been going on since Dec 10th 2024 now over two months and I still don't have a wearable pair of glasses.

  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/17/2025

  Dear ******, 
  
  We regret to know about your dissatisfaction with the replacement glasses. Upon reviewing the case thoroughly, we can confirm that no issues were reported with the original glasses in terms of frame's fitting, quality or the lenses. The only issues reported with the originally delivered glasses is that they broke and you were having trouble with the coating. Considering the issues, we have processed a replacement order upon your confirmation using the same frame and different kind of coatings to resolve the issues. 
  
  This is so unfortunate that you are not satisfied with the replacement glasses as well. To resolve this, we would require a return for inspection in order to proceed with refund. Unfortunately, we do not offer return labels as per the policy and customer need to return glasses at their own cost for replacement, exchange, partial or full refund. For the original order, we have exempted the return for you however to proceed with refund, the replacement glasses need to be returned. 
  
  Our sincere apologies for the overall inconvenience.

  Customer Answer

  Date: 02/19/2025

   
  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.  All thought a customer should not be inconvenienced by having to pay for return shipping when the product is not satisfactory.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/12/2024

  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 paid the relens order (about $65) then emailed them the prescription and said I either want progressive or dark sunglasses lenses. I also put a note on the $$ Gentle Monster sunglasses that I mailed to them to **. About a week later, I got an email saying they can only relens a clear prescription. And if I want progressive lenses they need me to send more money and to email them the Prescription (which they already had, this was a delay tactic hoping I would just give up and then would never notice the damage they did to my frames). I told them if they can't fulfil the order to return the sunglasses to me "AS IS". They kept saying no. Finally, they agreed and I realized why they were reluctant to send them back. I received them in a box and hardcase, with no box damage. However, my original designer sunglasses were both severely damaged (on the top and bottom there were very noticeable plier marks and missing plastic) and now filled with CLEAR lenses, missing my original dark lenses. They also threw out my original lenses. I emailed them to take accountability of the damage and pay me for the sunglasses (sent them a receipt for purchase of $100 for the sunglasses). They refused saying we will give you a free pair of our cheap sunglasses. When I said no, I will just write a review about how terrible you treat customers and damage property, I received 2 calls from a supervisor who refused to leave a message or put anything in writing. I called back and he was unable to talk, so I got a rude outsourced person on the phone who kept cutting me off and talking to me like a child, saying their policy is not to refund for damages (UNSOLICITED comment). I gave them enough chances to make this right. I am done. And will never be using a service who lies about the services provided and tried to cover up the damage with more lies, and to buy me off with a generic pair of sunglasses after they ruined a designer pair.

  Business Response

  Date: 11/19/2024

  Hello *******,
  
  First and foremost, I want to sincerely apologize for the unsatisfactory experience you had with Goggles4u. After thoroughly reviewing your case, I would like to address your concerns and provide clarity on the situation.
  
  Your relens order was placed on October 25th for single vision photochromic grey lenses. As per our standard process, production of your glasses began once we received your frames at our lab in the **** During the production process, we noticed a note accompanying the frames that indicated "progressives sunglasses" as the intended lenses. Due to inventory limitations in our **** lab, we were unable to produce the sunglasses as requested, and we reached out to offer an alternative solution with photochromic lenses instead. However, since the original order was for single vision lenses, the price difference for the upgrade was communicated to you.
  
  Upon your request to cancel the order and return the frames as-is, we immediately relayed this to the lab. However, by this time, your glasses had already been produced and were scheduled to ship as per our usual priority process, which is why the frames, now with the new lenses installed, were sent back to you. In accordance with your request, we also issued a full refund.
  
  I deeply regret to hear about the damage to your frame and original lenses. We have launched an internal investigation with our production team, but after a thorough review, we did not find any evidence of damage occurring at our facility. However, please note that the original lenses were slightly damaged during the relensing process, and as per our relensing policy, they were discarded.
  
  We are truly sorry for the frustration and inconvenience this experience has caused. To make amends, we have extended an offer for you to receive a complimentary pair of glasses from our designer range, along with a free upgrade to progressive lenses. We would be happy to proceed with this once we receive your response.
  
  Once again, we deeply apologize for the issues youve encountered, and we are committed to resolving this matter in the best way possible. Thank you for your understanding, and we look forward to hearing from you soon.

  Regards,

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22547403
  
  I am rejecting this response because: it is exactly the same message I received from you multiple times--COPY AND PASTE. And no one is acknowledging the NOTICABLE DAMAGE to the designer frames (which are clearly from the plier tools used to remove and replace the lenses), and the UNSOLICITED replacement of my lenses to a more expensive lens, and asking for additional payment. I asked for a very reasonable amount to compensate me for the damage, and all I am ever offered is another pair of your generic sunglasses. I cannot use the glasses at all now due to the damage. Even if you had the correct lenses, they are TOO DAMAGED to wear. And there is no way I want another product from your company so that is not an acceptable offer. I want to repurchase the sunglasses you damaged, and I cannot get that exact same restitution from your company who would rather waste time and energy lying about covering up damages, than compensating me $100 for the damage done. As I said, am not accepting any conversation or offer other than getting my $100 back for the cost of the sunglasses you damaged. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/26/2024

  Hello *******,
  
  Thank you for your response. I sincerely regret that we have not been able to reach a resolution that meets your expectations, and I would like to clarify our position once more.
  
  We have thoroughly reviewed your case and, after an internal investigation, we have found no evidence of any damage occurring at our facility. The lenses in your frames were carefully removed and replaced during the relensing process; however, as per our policy, your original lenses were unfortunately discarded due to slight damage that occurred during the procedure.
  
  We understand that the damage to your frames is deeply frustrating, and we regret that this experience has left you dissatisfied. However, we are unable to provide a refund of $100 for the sunglasses, as this is not in line with our policies. As previously stated, we have already issued a full refund for the relens service and shipped your frames back to you with the new lenses installed.
  
  To make amends, we are offering you a complimentary pair of glasses from our designer range, along with a free upgrade to progressive lenses, which we believe is a reasonable gesture considering the circumstances.
  
  We are committed to resolving this matter to the best of our ability, and I hope you can appreciate the steps we have already taken. Unfortunately, beyond the offer of a free replacement pair, we are unable to provide additional compensation. If you are still interested in taking advantage of this offer, please let us know.
  
  Thank you for your understanding.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22547403
  
  I am rejecting this response because:
  They did not thoroughly review the circumstances other than talk to some lying employees. I had to PAY to get my frames back and they refused to acknowledge or compensate for the damages they caused in direct contradiction to my instructions. A satisfactory resolution is not provide me a generic pair of free sunglasses when the pair they damaged were designer. They also threw out my designer lenses without my consent. So after discarding my designer lenses and damaging my designer frames, and all I did was ask for $100 in compensation, and they will would rather spend hours fighting this and lying then just giving me the hundred dollars. Clearly the frames theyre trying to give me (the generic ones) to shut me up, are worth way less than $100 wholesale, or they wouldnt keep trying to pay me off with those. This is a very shady company that should not be in business. If all they do is lie and try to blame the customer.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/20/2024

  Hello *******,
  
  Thank you for your continued feedback regarding this matter. We deeply regret that your experience with our relens service has not met your expectations and that our efforts to resolve this issue have not provided a satisfactory resolution for you.
  To address your concerns, I would like to reiterate and clarify a few points:
  
  Damage to Frames:
  Our internal investigation, which included communication with the production team, has not revealed any evidence of damage to your frames during the relens process. While we understand your frustration, we want to assure you that we take the utmost care with customer-owned frames. However, as outlined in our relens policy, Goggles4u cannot accept liability for pre-existing or incidental damage to frames during the relens process.
   
  Discarding Original Lenses:
  As per our stated policy, lenses that are damaged during the relens process may be discarded to prevent further complications. We regret any inconvenience this has caused, but this practice is in place to ensure the smooth handling of orders.
   
  Services and Compensation:
  The lenses installed in your frames were as per the specifications selected at the time of your order. While the additional note requesting progressive sunglasses lenses was received, the upgrade required an adjustment in pricing, which we communicated. Additionally, as you were dissatisfied with the product, we issued a refund for your relens order.
   
  Resolution Offered:
  As a gesture of goodwill, we have offered a complimentary pair of glasses from our designer collection, complete with a free upgrade to progressive lenses. The value of this offer exceeds the compensation requested and demonstrates our commitment to resolving the matter in good faith.
   
  We understand that this situation has caused you frustration and disappointment. However, as stated in our policies, we cannot proceed with the $100 compensation request. We believe the resolution we have proposedrefund of your order and a complimentary designer pair with upgradesis fair and consistent with our commitment to customer satisfaction.
  
  If you wish to accept our offer of the complimentary designer glasses, we would be happy to proceed promptly. 
  
  Thank you for your understanding, and we sincerely apologize for the inconvenience caused.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22547403
  
  I am rejecting this response because: It does not satisfy my request to replace my damaged property. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/22/2024

  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.

  Ordered two pairs of glasses paid for expedited shipping got tracking number saying my glasses would be here on a specific date. Glasses was not delivered as expected order said the address was invalid and was sent back contacted. **************** gentleman hung up on me. Still have not received order or refund or heard back from anyone from customer service, would like refund or some sort of feedback from someone as I am in need of glasses or refund poor customer service.

  Business Response

  Date: 10/25/2024

  Hello *****,
  
  Hope you are doing well. 
  
  I would like to apologize for the unpleasant experience you had. The case has been escalated with the concerned department for further investigation. After reviewing your order details, it has been found that you ordered 2 pairs; one from rush service and other from regular. Please know both pairs have been produced and dispatched under the following tracking numbers: 
  
  **** - **********************
  **** - **********************
  
  Pair ordered using rush service is expected to be delivered today under **** tracking # **********************, while the other pair should arrive within the next 3-5 business days under tracking # **********************. 
  
  We would like to confirm that there are no issues observed during transit and glasses should get delivered without any issues. 
  
  Our deepest regrets for any trouble caused. Hope to serve you again in a better way. 

  Regards,
  -Goggles4u

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22459648
  
  I am rejecting this response because: Both pairs were to be expedited shipping and was to be here by Monday and according to the first shipping confirmation they were shipped but then order was rejected by postal service and sent back to sender in which after reading reviews this is a common issue. Im not satisfied with the outcome I paid to have both pairs of glasses within 3 days 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/29/2024

  Dear *****, 
  
  Please know that only one pair was ordered using rush service with the shipping method **** priority while the other pair was ordered from regular service with same shipping method. The normal turnaround time in regular service is around ***** business days and the glasses were delivered within the delivery window. This is the reason why they both were shipped separately as the pairs from rush category get produced in our production facility within the **. In contrast, regular service items are produced in our overseas production. 
  
  In rush service, we have other faster options to choose from, like *** 2 day and Next day delivery. All of this info is available on the website. We are sorry for any inconvenience caused however we can assure that there was nothing wrong with the shipments of your glasses from the start. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:10/11/2024

  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.

  Ordered glasses on 9/30/2024....rush delivery. Received glasses and the lenses were made with the wrong prescription (confirmed by my optomotrist). Opened request #******* with customer service, glasses were remade and received on Tuesday 9/08....lenses wrong again...verified with my optomotrist that the lenses did not match the prescription.....which I had scanned and sent to Goggles4u multiple times. At this point Goggles4u said they will not make another pair (correctly, I would hope) because they will only make 1 replacement pair (even though it's their fault). The money is not an issue.....not having a pair of prescription glasses is the problem (I broke mine and only went to Goggles4u due to their rush delivery option). So I've wasted hours dealing with their customer service ****** 2 weeks without a useable pair of glasses and now Goggles4u said they will not resolve this. This is unacceptable. I eould like Goggles4u to make the glasses correctly and ship them to me as quickly as possible.

  Business Response

  Date: 10/21/2024

  Hello ******,
  
  Hope you are doing well.
  
  First and foremost, I would like to apologize for the unpleasant experience you had with Goggles4u. This is so unfortunate that we didn't meet your needs with both original and replacement order and you had problems with the glasses. An inquiry has been escalated regarding this with the concerned department to bring improvement in the service and to avoid such issues in the future. Please know that your paid amount has been refunded in full as per your desire under the transaction ID "********". Our deepest regrets for failing to fulfill your requirement with eyeglasses.
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 10/23/2024

   
  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:09/30/2024

  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.

  On September 6, 2024, I placed an order for two pairs of prescription glasses with expedited service. I received a **** tracking number indicating that the package was scheduled for delivery on September 12. However, on September 12, when the package was out for delivery, it was not delivered to my address. The following day, the tracking information indicated that the package was being returned to the sender due to an incomplete delivery address.On September 15, I contacted customer service to inquire about the status of the delivery and to confirm my delivery address. I was informed that the order would be reshipped, and a new tracking number would be provided. To this date, I have not received my glasses, and further communication with customer service has been unproductive, as now they are focusing on investigating the whereabouts of the package instead of sending me a new order or issuing a refund.This is an internal shipping issue, and I should not be inconvenienced while waiting for a resolution in order to receive my glasses. Therefore, I need a full refund for the order.

  Business Response

  Date: 10/04/2024

  Hello *******, 
  
  Hope you are doing well. 
  
  First and foremost, I would like to apologize for the unpleasant experience. Your glasses were produced and shipped in a timely manner from our end. Regrettably, the delay occurred during the transit and no updates were received from the **** after the order was marked as returned to sender. We were waiting for the return for reshipment but the package appears to be lost in transit. Considering this, we have issued a replacement and upgraded shipping to *** 2-day delivery at no additional cost. 
  
  The replacement glasses have already been delivered under the *** tracking # 1ZE51J480235409289. Hope you are satisfied with the received glasses. 
  
  Our deepest regrets for the overall inconvenience. Hope to serve you again in a better way. 
  
  Regards,

  Customer Answer

  Date: 10/04/2024

   
  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,
  
  ******* A