GlassesPros.comReviews of glassespros.com

Reply from GlassesPros.comDec 20, 2021

Hi Skylar, We are sorry to know that you are not completely happy with your experience. If you happened to read our shipping policy, it states that our warehouse takes around 8-12 business days to ship out non-prescription eyewear and sunglasses and we can see that we are still within the timeline. Shipping has been a bit delayed in general these days but we are working on shipping your order to you within the expected timeline. If you have any other questions or concerns, please give us a call at 1833-841-9227 or message us on live chat. Thanks, GlassesPros.com

Reply from GlassesPros.comDec 20, 2021

Hi Susan, We are sorry to know that you are not completely happy with your experience. If you happened to read our shipping policy, it states that our warehouse takes around 8-12 business days to ship out non-prescription eyewear and we can see that we are still within the timeline. Shipping has been a bit delayed in general these days but we are working on shipping your order to you within the expected timeline. If you have any other questions or concerns, please give us a call at 1833-841-9227 or message us on live chat. Thanks, GlassesPros.com

Reply from GlassesPros.comDec 8, 2021

Hi Ignacio, thanks for getting back to us with your order details. We are sorry for the inconvenience caused due to some unforeseen circumstances. From what we know, your package was on the way to you but the truck got into an accident and caught fire. Normally, after we hand over the items to USPS, it is them who assume the responsibility to deliver the package to the customer and our responsibility ends. Since they let us know that the package was burnt in the fire while on the way, there was really nothing we could do as well. Every time your message was received, the system sent you an automated response (like it does for all other queries), and since the people at the warehouse were already looking into it, they didn't really have a new answer for you every time. We are sorry to know that your order didn't go as expected and you didn't receive the service you expected but there are some situations where our hands are tied as well. We do apologize for your inconvenience and hope that you'll understand our side of the situation as well. It is not always that we send out packages that get lost on the way! Sincerely, GlassesPros.com

Reply from GlassesPros.comDec 8, 2021

Hi Thomas, we are sorry to know about your inconvenience! We carry over a 170,000 frames on the website and it is nearly impossible for us to carry each and every frame (in every color and size) in stock. Unfortunately, we are never notified about the discontinuation from the manufacturers and we come to know about that only when we place an order with them. We try to keep our website updated but product discontinuation is still out of our control. That's a reason why we never charge credit cards unless we are sure to get the frames for the customers. We do apologize for your inconvenience and hope that you'll give us another chance in the future. Thanks, GlassesPros.com

Reply from GlassesPros.comDec 7, 2021

Hi Julia, We are sorry that there's a delay in shipping your order. Unfortunately, there was a confusion in the kind of lenses you wanted since you had ordered progressive lenses but there was no ADD power entered in your prescription form. Someone from our lab got in touch with you to confirm and we could only order your lenses after that. Please hang tight - we are working on your order and are just waiting for your lenses to arrive from the lab. Once they are here, we will send your frames and lenses to the lab for final completion and will ship them out soon. You'll receive an email with tracking information as soon as your package leaves our facility. We thank you for your patience. Please give us a call at 1833-841-9227 if you have any other questions/concerns and we'll be more than happy to help! Sincerely, GlassesPros.com

Reply from GlassesPros.comDec 6, 2021

Hi Kerry, we are sorry for a delay in shipping your order. Unfortunately, the frame you had ordered was not available on the shelf so we had to order it from the manufacturer. We do it every now and then and it usually doesn't affect our shipping timeline. There was no backorder situation or anything like that on your frame so we thought everything was in order. The credit card is charged once we are sure to get the frame and lenses. Your frame and lenses arrived later than expected on November 24th and December 3rd respectively. They are now in the lab getting completed. Once that's done, your package will be shipped out from our facility and you'll receive tracking information. We'll try to get it done today itself. We sincerely apologize for your inconvenience. Please let us know if you have any other questions! Thanks, GlassesPros.com

Reply from GlassesPros.comDec 6, 2021

Hi Iman, thanks for your kind words and for taking the time to leave this 5-star review for us. We truly appreciate it. Thanks, GlassesPros.com

Reply from GlassesPros.comDec 3, 2021

Hi Gareth, thanks for getting back to us with your order details. We apologize for your inconvenience. From the order number you gave us, we can see that your order was placed on November 8th and was cancelled the very next day on November 9th since the frame that you had ordered was discontinued. An email was also sent out to inform you about the situation and the amount was also refunded to you the same day. You account statement should also reflect the refund there. We agree, there have been some delays with SMITH and SUNCLOUD frames lately because of the supply chain issues and as a result, all our orders have been affected - it is not just you. We never intended to make you wait that long - and we are sorry to know that you never received our email! We are sorry for the confusion but there's nothing we can do if the manufacturer discontinues the frame and we can't get it from them either. Sincerely, GlassesPros.com