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:04/29/2024

  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.

  I ordered glasses on line on 4/9/2024. The money was taken out of my account. The glasses have NOT been delivered/arrived. I sent 3 emails to the "*****....." email in my order confirmation. NO REPLY. I sent another email 4/25/2024 in the goggles4U online page.The order confirmation said 10 - 12 days for delivery. Today is 12 business days and I doubt that the glasses will be in my mailbox when I get home since no one bothers to respond to emails. I will be calling the phone number that is listed above as well as the one that is listed on my order confirmation. Can't wait to hear the excuses they provide.

  Business Response

  Date: 05/07/2024

  Dear *******,
  
  I trust this message finds you well!
  
  We sincerely apologize for any inconvenience caused by the delay in responding to your emails. After thoroughly reviewing the details of your order, it appears that standard shipping was selected, which typically entails a turnaround time of ***** business days.
  
  I'm pleased to inform you that according to the tracking information provided by **** (Tracking number: **********************), your order was successfully delivered on April 27th. We genuinely hope that the glasses you received meet your expectations and requirements.
  
  Should you have any further queries or if there's anything else we can assist you with, please don't hesitate to reach out. Your satisfaction is our utmost priority, and we're committed to continually improving our services to better meet your needs.
  
  Thank you for your understanding and patience throughout this process. We sincerely appreciate your business and hope to have the opportunity to serve you again in the future, ensuring a smoother and more satisfying experience.

  Regards,

• Initial Complaint

  Date:04/08/2024

  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 two pairs of glasses on February 22, 2024. It is now April 5, and I still have not received the glasses. Upon contacting this company multiple times for updates and explanations, I am met with different excuses and different timelines on each instance. Since February, I have been promised that my order has shipped and would arrive within ***** days, then when this did not occur, I was told 5 days, then 7-10 days, after that, I was told up to 21 days. Each shipping deadline has come and gone, and I have never received any tracking confirming my order ever shipped. I was then told on March ********************************* customs, that my shipping would be refunded, and that two new pairs of glasses had already been made and shipped as priority. It has been 10 business days since this latest excuse, and I have yet to receive my order or any confirmation that it is actually on it's way. At this point, i fear "Goggles4u" may not be a legitimate business. I just want the two pairs of glasses I ordered months ago, and it would be nice to receive a full refund for my trouble.

  Business Response

  Date: 04/12/2024

  Dear ********, 
  
  Hope you are doing well. 
  
  We are highly regretful for the dissatisfaction caused due to delay in delivery. Unfortunately, the bulk shipment in which your order was included is experiencing unexpected delays during the customs clearance process and despite our best efforts, we are unable to get any significant update about its clearance. We understand the inconvenience this may have caused you, and for that, we sincerely apologize.
  
  As a safety measure to any uncertainty in the existing shipment, we have already reprocessed and shipped new glasses to you which are already delivered under **** tracking # **********************. Hope you are happy with the glasses received. 
  
  To compensate the delay, we have also refunded you the complete shipping charges. We deeply value your trust and loyalty as our customer, and we assure you that delivering exceptional service is our top priority. 
  
  Once again, our deepest regrets for the overall trouble. 
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 04/18/2024

   
  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.

  Although I cannot recommend this company due to their outrageously poor customer service, I did, after a very long wait, receive the items I ordered, so the issue is finally resolved.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service 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 placed an order with Goggles4you on 2/10/24 and have yet to receive any glasses. Every day they tell me they will be here soon. Yet I still have no glasses and they cant tell me when they will be arriving. I requested my money back and they refuse. I have waited a month. That is by far plenty long enough. They need to return my money.

  Business Response

  Date: 03/15/2024

  Hello ********,
  
  Hope you are doing well. 
  
  First and foremost, I would like to apologize for the unpleasant experience you had with Goggles4u. 
  
  The order was produced and shipped in a drop shipment from our overseas production. Regretfully, the shipment got delayed in customs for longer than usual. We were unable to fulfill the cancellation request because the glasses were already produced and were in transit. 
  
  Fortunately, the shipment recently got cleared from customs and has been delivered to our facility in **********. Your order has been dispatched via **** under tracking # **********************. The expected delivery date is 18th March as per ****. 
  
  To compensate the delay, we have refunded you the complete shipping charges. 
  
  Our deepest regrets for the dissatisfaction this experience has caused and we truly appreciate your patience. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:03/11/2024

  Type:Sales and Advertising 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 ordered two pairs of glasses 02/17/2024. I received an email on 02/22/2024 saying they were preparing for shipment and a postal label was being created. The glasses have never shipped and I cannot get anyone to answer my emails as to where my glasses are.

  Business Response

  Date: 03/15/2024

  Hello ******, 
  
  Hope you are doing well. 
  
  I am sorry to know about the inconvenience you had to face due to the delay in delivery. The order was produced and shipped in a drop shipment from our overseas production. Regretfully, the shipment got delayed in customs for longer than usual. However, we are pleased to inform you that it has recently been cleared from customs and delivered to our shipment facility in **********. 
  
  Your order has been dispatched via **** under tracking # **********************. The expected delivery date is 20th March as per ****. 
  
  We truly appreciate your cooperation and patience in this matter. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:03/06/2024

  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.

  Recieved glasses 3 weeks ago. The are not correct persciption. Blurry and sans magnification. Have contacted seller 3 times, for remedy or 100% refund guarantee as advertised, no reply.

  Business Response

  Date: 03/08/2024

  Hello *****, 

  Hope you are doing well. 

  I am sorry to know about the problem you faced with the received glasses. As per the records, the customer support has already issued an exchange under one time exchange policy. We will update you with the tracking details as soon as they gets dispatched to you. 

  Our deepest apologies for any inconvenience caused. 

  Regards,
  -Goggles4u

• Initial Complaint

  Date:02/23/2024

  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 purchased glasses with the company. The glasses are unwearable. This is the second time I have had the issue with the company. Instead of honoring my request for a refund they force you to accept having them make you another pair of glasses. I have sent at least 4-5 emails back and forth with the company attempting to receive a refund. They offered to replace the glasses, when I shared I was not interested in a replacement they then shared they needed additional information and an investigation into the issue would need to be conducted. I am unsure how they could easily resolve the issue when they thought they could remake the glasses, but when I requested a refund they suddenly needed to do more investigation into the issue.

  Business Response

  Date: 02/29/2024

  Hello *****, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant experience. Goggles4u believes in 100% customer satisfaction and I am really sorry for the inconvenience you had resolving the case over the email conversation. We will investigate the matter further to bring improvement in the service. 
  
  I would like to confirm that a full refund for your order has been acknowledged over the phone conversation with one of our representatives. The refund should get processed within the next 3-4 business days. 
  
  We appreciate your patience and cooperation in this matter. 
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 03/08/2024

   
  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:02/22/2024

  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.

  I purchased glasses on Jan 31 2024 after a week they claimed order was complete on my account. When I tried to cancel they denied me and only created shipping label after I told them I was reporting it to my bank. Every time I speak to someone I get told the same thing nothing is being corrected

  Business Response

  Date: 02/23/2024

  Hi ****, 
  
  Hope you are doing well. 
  
  I would like to express my deep regrets for the unpleasant experience. The order was placed using priority shipping method which has the usual turnaround time of ***** business days. However, on rare occasions, actual delivery takes a little longer due to various factors. To compensate for the delay, we have refunded the partial shipping cost to you. 
  
  Unfortunately, we couldn't cater to the cancellation request because, by the time it was requested, the glasses were already produced and were in a drop shipment process. Please know that we also have rush service available at an additional cost on the website using which you can get the glasses way sooner. 
  
  Your glasses have successfully been dispatched to you via **** under tracking # **********************. They are expected to be delivered by 23rd February. 
  
  We are extremely sorry for the inconvenience this may have caused. 
  
  Regards,
  -Goggles4u

• Initial Complaint

  Date:01/22/2024

  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.

  I was sent promo code for 77% (50% +27%)total off complete order but they mislead you with this. They deduct 50% off total then 27% off the remainder. Instead of the *******% off the total as the promo states, Effectively shorting, in my case and extra $15. It is false advertisement and a waste of peoples time.There are chat transcripts, however I do not know how to upload without blocking the personal info attached. I can send to BBB directly if needed.I ended up canceling my order, I thought I was going to receive the proper refund. wasting my time and holding up my money.Thank you.

  Business Response

  Date: 01/23/2024

  Hello *****,
  
  Hope you are doing well. 
  
  I am regretful to know about your dissatisfaction regarding the recent promotion. Please know that we are not offering any discount for 77% off which is why it has not been marketed anywhere as 77%. The promo sent to you clearly states 50% + 27% which means 50% automatic discount will be applied as soon as you add the item in the shopping cart and additional 27% can be applied on the remaining subtotal through the coupon code.
  
  We are really sorry that it sounded misleading to you however that was not our motive and we have made it clear in the marketing campaigns. I would like to confirm that your order has already been cancelled and refunded in full as per your desire. 
  
  Our deepest regrets for any inconvenience caused. 
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21179272
  
  I am rejecting this response because:It does NOT clearly state that it is 27% AFTER 50% discount what it does state is 50% +(PLUS) 27% on ENTIRE order. It is a marketing misleading scam. You can doll it up anyway you wish as you already have, however it does not SAY nor does it imply what you are replying with. What you should have done is honored the coupon for the 77% as it states. I have ordered many many times on two separate accounts. This business has really declined in the last year.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/25/2024

  Hi *****,
  
  Thank you for writing back.
  
  We believe in providing quality services at the best possible price to the customers which is why we have special promotions available throughout the year. Our marketing team is destined to make promo emails as clear as possible. We even had more than flat 70% discounts available during the holiday season. However, since the terms have changed now, we are offering 50% automatic discount on the majority of the inventory (except rush service). On top of 50% discount, we are continuously offering additional discounts to make the price more affordable for the customers.
  
  If we were offering 77% flat discount, our promotions would've clearly stated that like they did when we were actually offering flat discounts, but that is not the case now. Our 24/7 customer support is available to answer any queries customers may have and that's what happened in your case. We are sorry that it created confusion at your end but that was not our intention nor did we want our promotions to sound like scams.
  
  Once again we are sorry for the misunderstanding that occurred at your end.

  Regards,
  Goggles4u

• Initial Complaint

  Date:01/17/2024

  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 bought 2 pairs of Glasses. One of them is unusable, there is a manufacturing defect in the lens. A ******* area in the middle. I told the company. They said they would replace it. They then said that the original glasses were "out of stock" and I had to pick frames from the very cheapest frames they had. None of them the same as the ones I had ordered and paid for. None of them I wanted. I asked them many times for a refund and they responded that I have to pick frames from horrible choices. I noticed that the original frames are available on their website, but they have changed the price. So they can replace my original frames, they just chose not to. I would like what I ordered , or a refund. Their website say 100% guaranteed.

  Business Response

  Date: 01/18/2024

  Hello *****,
  
  Hope you are doing well.
  
  I would like to express my deep regrets for the unpleasant experience. This is so unfortunate that you had issues with one of the received glasses however since we assure 100% satisfaction, we acknowledged the issue and decided to send you 2 replacement pairs as a gesture of goodwill. Unfortunately, the ordered glasses went out of stock from regular category but one of them is still available in rush service where your lens selection can't be fulfilled due to which new frames selection was required. 
  
  Nonetheless, your replacement order was already processed on 10th January. You will receive the tracking details via email once the order is dispatched to you. We hope that new glasses will fulfill your eyeglasses needs.
  
  Our sincere apologies for the overall inconvenience.
  
  Regards,
  -Goggles4u

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21101977
  
  I am rejecting this response because:
   As of this date , Jan 23,  I have not received replacement glasses or a refund.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/31/2024

  Hi *****, 

  Your replacement glasses have already been dispatched via **** under the tracking # 9400111206210593491152. They are expected to be delivered within next 3-5 business days. 

• Initial Complaint

  Date:01/11/2024

  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.

  ORDER # ********** Glasses finally received after a month's wait. The lenses are blurry. This happened with my first pair in this same prescription and I had to send the frames back to be re-done and the second time they were perfect. The quality of the lenses with this company has really declined. After 2 emails to this company about this second pair of the same prescription I have heard nothing. The lenses are blurry to where they can't be worn - I need to have the glasses redone or a refund issued for them. I doubt I will be ordering glasses again from this company.

  Business Response

  Date: 01/12/2024

  Hello ****, 
  
  Hope you are doing well. 
  
  First and foremost, I would like to express my deep regrets for the unpleasant experience with Goggles4u.
  
  To resolve the case in the best of your interest, our customer support team has already issued a replacement under the new order # **********. We will produce a whole new pair and ship it to you without having you return the unsatisfactory ones. I assure you that the new pair will fulfill your eyeglasses needs. 
  
  Thank you for your patience and support. 
  
  Regards,
  -Goggles4u