Complaints

This profile includes complaints for EyeGlassesDepot.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EyeGlassesDepot.com

  2708 Avenue U Brooklyn, NY 11229-5052

• 

  EyeGlassesDepot.com

  3107 Quentin Rd Brooklyn, NY 11234-4234

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:07/15/2025

  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.

  I would like to report the following scammer selling counterfeit Maui *** products. Their website has the nerve to say We guarantee this product is AUTHENTIC*************************************************************************************** ********************************************************************************* I previously owned the discontinued MAUI *** PILOT ****** Sunglasses along with a few other pairs so I am very familiar with an authentic pair of sunglasses. The pair I had was unable to be repaired by Maui *** as it has been discontinued so I found the pair online and after I received them the frames and lenses were completely fake, not even close to the real glasses. I notified the seller and demanded a full refund. After I shipped the glasses back. he charged me a 20 percent restocking fee. The scammer is still advertising the counterfeit glasses for sale. I have uploaded pictures of the counterfeit glasses that I received and what an authentic pair looks like. It is easily identifiable as counterfeit pair is missing Maui *** part numbers, logos, and a different style of frames with lenses that are not as clear as the original.

  Business Response

  Date: 07/16/2025

  We would like to clarify that the item the customer purchasedthe Maui *** ***** *********************************** authentic and refurbished, as clearly stated on our website and consistent with our commitment to selling only genuine eyewear. We sourced this product from a source who stands behind their authenticity.   While we understand and respect that the customer believed the item to be inauthentic based on their personal comparison, we disagree with this assessment. That said, we value our customers' satisfaction and take their concerns seriously. As a gesture of goodwill, we processed a full refund, including waiving the standard restocking fee, despite our return policy, to ensure the customer was not left dissatisfied.

  
  Our company does not, and has never, sold counterfeit products. We are committed to maintaining integrity in all aspects of our business and will continue to cooperate fully with the BBB in addressing any concerns. Thank you for your attention to this matter.

  
  

• 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.

  I sent in two pairs of sunglasses that needed repairs thinking I was sending them into ***********, They sent me an estimate which was about the same as **** *** charges. I paid for the repairs and my sunglasses were sent back to me, when I received them, one pair was not the correct color lenses as what I had sent in, the other pair was missing nose pads and temple pads. Both sets of lenses were not **** *** lenses and the quality was noticeably poor quality. I contacted them asking for corrections which they denied, so I asked for my money back and I was told they would not refund me, only refund me for the nose pads and temple pads. I spoke with someone over the phone and he refused to do anything about the lenses.

  Business Response

  Date: 05/30/2025

  As the customer has admitting she "thought "she was sending her eyewear to **** ***.  We are not **** ***.  EyeglassesDepot.com is an independent lens lab and not affiliated with **** *** or any other original manufacturer, as clearly stated on our website and within our service terms. 

  To clarify the facts of this case:

  The customer submitted two pairs of ************************* to our lab, and we provided an estimate for polycarbonate replacement lenses, which was approved and paid for by the customer.
  We do not, and have never claimed to, use original manufacturer lenses. We use high-quality polycarbonate lenses designed to fit a wide range of frames, as disclosed in our service policies.
  One pair of sunglasses was returned with a different lens color due to limitations in the tinting options available for that model. The other pair was missing nose pads and temple pads, which we acknowledged and offered a refund for.

  
  After the customer expressed dissatisfaction, we offered a partial refund for the nose pads and temple pads. Subsequently, as a gesture of goodwill, we offered an additional $50 refund to resolve the matter amicably if she closed this dispute as well as the review she listed.  Now that we are resolving this with BBB that offer is no longer available.

  
  At this time, we have already refunded for the missing parts. While we understand that the outcome did not meet the customer's expectations, we have made every reasonable effort to resolve this issue respectfully and fairly. Unfortunately, as we are not the original manufacturer, we cannot provide OEM parts or guarantee exact replication of the original lenses.
  We respectfully request that this be taken into consideration in evaluating this matter. 

   

• Initial Complaint

  Date:02/20/2025

  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.

  I sent my sunglasses to this business to have them repaired. I mistakenly attached a **** photo. Now the company is refusing to return them to me after refusing to repair them. I want my sunglasses returned asap. They costs $200.00,

  Business Response

  Date: 02/20/2025

  We are writing in response to a complaint submitted by ****** ********. After careful consideration, we would like to provide context regarding our decision to refuse service and discontinue business with this individual.  We received inappropriate communication from *** ********* including the sending of profanity and sexually explicit photographs. Such behavior is completely unacceptable and violates our company's standards of professionalism and respect. As a result of these actions, we made the decision to cease further business with *** ********* including discarding any eyewear that had been involved in the transaction.

  
  Furthermore, in order to maintain a safe and respectful environment for all parties involved, we blocked *** ******** from all communication channels.
  We strive to offer a high standard of service to all of our customers, but we also prioritize maintaining a respectful and professional relationship. We hope this explanation clarifies our actions.
  Thank you for your understanding.

  
  

• Initial Complaint

  Date:01/28/2025

  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 purchased a pair of ************* sunglasses on 12/31/2024. I never received an email about the order itself, tracking, or shipping. I called them today, 1/25/2025, and was told that the sunglasses would arrive today. Why it took over three weeks to arrive and why I did not receive any emails about my order, I do not know.Keep in mind, I have a pair of authentic Oakley Fringe sunglasses that I purchased directly from ****** several years ago, but I just wanted another pair as the lenses on my original pair were scratched. The pair arrived today, 1/25/2025, and as soon as I saw the generic Oakley case, my heart sank. I opened the case and inside were the worst counterfeit pair of sunglasses I've seen. The frame was chintzy and cheap grade plastic with nose pads that Oakley does not do on this style. The lenses were a chrome pink, but the original and what I ordered were violet gradient...chrome pink was not made for this style by Oakley at any time. All Oakley frames have the Oakley name on the inside, the style name on the inside of the frame, and the model number on the frame...and this had none. It's a blantantly poor counterfeit, and customer service had the audacity to say that these were authentic and that they were charging me a restocking fee. What I received was NOWHERE CLOSE to even the picture on their website of the sunglasses! I have disputed the charge with ****************, but this company should not exist. To take advantage of people and to try to pull this stunt is abysmal and despicable, and they should be stopped and put out of business.

  Business Response

  Date: 01/29/2025

  Dear ********************** am writing in response to the complaint submitted regarding their purchase of Oakley Fringe sunglasses on 12/31/2024. We take customer feedback seriously and would like to provide clarification regarding the concerns raised.

  
  Authenticity of the Product:

  
  The sunglasses in question were purchased directly from a trusted source, and we have not been provided with any official documentation or proof from an authoritative body to suggest that the items are counterfeit. The supplier has assured us of the authenticity of the products, and we stand by the integrity of the items we sell. While we understand that the customers personal assessment leads them to believe the product is counterfeit, without any valid proof from an official source, we consider the matter to be a difference in opinion.

  
  Shipping and Communication:

  
  We regret any inconvenience caused by the delayed shipping and the lack of communication regarding the order. The customers order was shipped as soon as possible, and we apologize if there were any breakdowns in communication. We will certainly review our processes to ensure better tracking and updates are provided in the future.

  
  Return Policy and Restocking Fee:

  
  Upon receiving the customers concern, we promptly issued a return label for the product, allowing them to return the item for a full refund, less a 20% restocking fee. This restocking fee is clearly outlined in our websites return policy and is standard practice for returned merchandise. We believe our policies were followed correctly in this case.

  
  We are committed to customer satisfaction and are open to further discussion should the customer provide any additional evidence regarding the authenticity of the product.
  Thank you for your attention to this matter. Please do not hesitate to contact us should you need any further information.

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have taken many pictures, and I also have a video that cannot be attached here due to the size, showing how the product I was sent is counterfeit. The sunglasses on the right in the white case were purchased by me many years ago when Oakley Fringe first came out and are verified authentic. There are several different ways to tell that they are authentic and all of these ways have been told multiple times to the business owner, as I have purchased many pairs of authentic Oakley sunglasses, as these are all I tend to wear. The sunglasses on the left in the black case are the counterfeit pair. They look nothing like the pair on the right and nothing like the picture that's even listed on the business's website. The authentic pair of sunglasses on the right have the correct lenses, have Made in the *** stamped into the frame on the inside on one side, have the style name Fringe stamped in the other side, and the model number and style number are heat pressed into one side of the frame, which is authentic and correct for Oakley. The counterfeit pair has Chrome lenses, which were never made for these by Oakley, and have none of the stamping or serial numbers, and are made of cheap and chintzy plastic, which clearly shows that it is a counterfeit. Also of note, the counterfeit sunglasses have black and separate nose pieces, which clearly the authentic pair do not. I demand a full refund and I refuse to pay a restocking fee for being sent a counterfeit pair of sunglasses. The business owner refuses to take responsibility and tries to pass a blame to me, by insinuating that I am stupid and don't know what I'm talking about, and also tries to pass blame to the vendor. A business owner should be using trusted vendors by now, and this is clearly not the case. I have been duped and taken advantage of, and I refuse to let this happen to me or to other consumers. This business owner should be held seriously accountable.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/31/2025

  The customer has failed to return the genuine merchandise as required. Additionally, the customer has initiated a dispute with her bank regarding the charge, resulting in the disputed amount being withdrawn from our account. As of this moment, we no longer possess the funds nor the authentic glasses."

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Per the screenshot attached, the package was delivered to the address on the return label on 2/1/2025. Not only are the sunglasses counterfeit, so are this business's responses. I kept the return label tracking number and have the receipt showing the package was sent. This business should not be allowed to continue, as clearly they are trying to con people as shown here in this whole conversation. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/15/2024

  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.

  I shipped my Ray *** Wayfarer sunglasses to eyeglass depot for repair using a mailing label sent by this company. They acknowledged receipt of item and quoted me a price for repair and extras. I was given and order #******. I paid repair cost by credit card. I received an email stating that my glasses were sent on 10/3/24 and was given a tracking number. The tracking number stated that a label was printed but the item never came to post office. They are refusing to reimburse me for the value of the glasses and the repair cost. I have put in a complaint thru my bank. They have offered to send me a pair of glasses I do not want. My glasses were a limited edition thru RAY BAN .

  Business Response

  Date: 10/15/2024

  Dear [BBB Representative],
  We appreciate the opportunity to respond to the concerns raised by the customer regarding their experience with our service.
  We acknowledge that the customer's ******* ******** ************************* were sent for repair and subsequently reported as lost in transit by the ****. We understand the disappointment this has caused, especially considering the limited edition nature of the sunglasses.  Upon receipt of the claim regarding the lost item, we provided proof that the glasses were not delivered and promptly issued a full refund of $151.97 to the customer. We strive to handle such situations with care and fairness, and we believe this resolution reflects our commitment to customer satisfaction.  We offered the customer a brand new pair of ************************* in a different color as a replacement option. However, the customer declined this offer. We are always willing to explore alternatives, and we regret that we could not meet the customers preferences in this instance.  We value our customers and are dedicated to providing high-quality service.
  Thank you for your understanding.

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  the company needs to return my glasses or reimburse me the value of the glasses.

  on 10/18/24 at about 11:00 am I received a call from the customer service stating they have found my glasses. I explained to them that upon receipt of my fixed glasses I will pay for the repairs.  They were in agreement.

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/22/2024

  ***** ***** ****** ***********************************************
  ***** ******** ******* *** **** **** **
  *** ****************************************************************************
  *** *************** ***** ****
  ******** ********** ********* ********** *****
  
  
  Please be advised that the complaint I submitted against eyeglassesdepot has been resolved.  The staff at this company went above and beyond to find my sunglasses that were lost in shipping.  The glasses were repaired and returned to me.  
  
  
  
  
  Sent from my iPad
  
  
  

  Customer Answer

  Date: 10/24/2024

  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 and the matter has been resolved. 
  Please be advised that the complaint I submitted against eyeglassesdepot has been resolved.  The staff at this company went above and beyond to find my sunglasses that were lost in shipping.  The glasses were repaired and returned to me.  
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/06/2024

  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.

  On 8/26/24 I mailed my sunglasses to Eyeglasses Depot for a simple repair on the rubber nose piece. Nothing else wrong with the glasses. (Mint condition). On 9/4/24 they send me a bill for $99.99 saying they replaced the lenses ! The lenses did NOT need replacing at all !!! These are $250.00 Costas with the 580G glass lens. They did not call me to say what they were doing at all ! I would have stopped them ! Now they want $99.99 for glasses that are probably not the same quality of lens that my glasses had and they haven't mentioned anything about fixing my nose piece! They are scamming people and now they are holding my glasses hostage ! I want a new pair of Costas to replace mine and I mean brand new !

  Business Response

  Date: 09/06/2024

  The lab sent  you an estimate for $99 to replace the face.

  As per our policy

  
  How does the repair process work?
  A. The repair process is simple. You will send us your damaged eyewear for a repair price quote. If the price that we quote you is acceptable, we will send you an invoice , once paid we will do the work and send your frame back. If you deny the quote, we will return your item back and all you have to do is pay for shipping. To start the process you will be required to fill out an online form that will require you to enter your address and information about what is damaged. You will be given an order number to use with any coorespondance with us in regards to your item , and most importantly the order number must be sent along with your eyewear to eliminate confusion.
  
  
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  I shipped a pair of Porshe sunglasses on October 18, 2023 (using the shipping label provided by the company) to be repaired, but the company informed me they never received them. I have provided documentation that the sunglasses were sent and delivered to the company.

  Business Response

  Date: 11/18/2023

  item has been received and the invoice for repair has been sent.

  Customer Answer

  Date: 11/21/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/10/2023

  Type:Product 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 sent 2 pair of glasses to the eyeglass depot ~ 3/25/23 to have scratches removed. Within about a week I received a text message saying they had to close. I need my glasses back.

  Customer Answer

  Date: 06/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by EyeGlassesDepot.com regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:05/01/2023

  Type:Product 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 searched the internet for a company that could repair my vintage Porsche Folding Sunglasses. The glasses need a nose pad replaced. I was sent via email a pre paid **** shipping label which I used and sent my glasses with complete in to the company Eyeglass Depot in ************* street,I have called many many times and left detailed messages and sent emails back to the email address I received the prepaid shipping label from but to no avail, The glasses are worth somewhere between $250-$400,I havent received any emails or calls from ************ I believe I have been taken. Please help me.

• Initial Complaint

  Date:01/17/2023

  Type:Product 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 sent in a pair of Prada sunglasses to have the lenses replaced. I paid for the repair and shipping. I sent over thirty inquiries asking them for my glasses and they asked me to pay shipping again. Now theyre not responding and I do not have my glasses. Its been 8 months. Its order number ******.