Honesty, pricing, process and quality scores appear once 5 customers have rated them.
About Eyeglassesdepot
EyeglassesDepot.com started in 2007 as a new department of our retail designer eyeglasses and sunglasses business. Quickly we realized that our customers not only shop for new prescription lenses and new frames, they also ask us the popular question "Can this be fixed?". Tired of telling customers NO, we decided to explore the idea of repair rather then replacement. In late 2007 we remodeled the second floor of our office and hired the staff that today runs our laboratory. Our two lab technicians have combined over 17 years of expert experience in the field of optometry, eyewear repair and eyewear sales.
Eyeglassesdepot (eyeglassesdepot.com) has 182 customer reviews on The Fair Hearing, with an average rating of 3.5 out of 5.
Thank you so much! We’re happy to hear you had a great experience with our team. Your satisfaction means a lot to us! 😊👓
BUYER BEWARE!
BUYER BEWARE!! This guy is a joke. You order one thing and get another. He will make his incompetence your fault.
I ordered from them because they were one of the only places that showed the specific style, color, and size I was looking for. He proceeded to send “what he could find”. He’s a 3rd party and has no control over the inventory. This is what he told “I’m a third party I only get what I can.” So instead of confirming sizes, he just sends whatever he can get because according to him “size doesn’t matter”. Apparently this guy doesn’t wear glasses. What a joke!
Update: a Google search for reviews shows this:
“EyeglassesDepot.com has faced serious allegations of fraud, with its operator pleading guilty to wire fraud in 2023 for a scheme involving multiple eyewear websites, including EyeglassesDepot.com, which is also not a BBB-accredited business and has a history of customer complaints about receiving used or incorrect products and receiving rude responses when trying to resolve issues. While some reviews on platforms like Trustpilot and Yelp describe positive experiences, these are largely outweighed by the serious legal and customer issues associated with the business.”
Buy at your own risk.
9/7/25 Response to Sellers reply. I was never offered the option for a return label or refund. This entire conversation took place via text. I am refraining from engage with this company further and will obtain a restraining order if they do not stop blowing up my phone. I have blocked all known numbers and now receive “No Caller ID” calls.
By Susanna H.
Response from Eyeglassesdepot· Sep 7, 2025
We’re sorry you feel this way and want to clarify a few important details. You were never told that you could not return your purchase. In fact, a prepaid return shipping label was issued to you immediately, and you were given the option to send the item back for a refund. You were never refused a refund.
The core issue seems to be that the specific size you wanted was not available. While we try to carry a wide selection, certain models and sizes are sometimes discontinued or difficult to source. In those cases, we provide alternatives, along with the option of a return and refund — which you were offered.
We also want to reassure all customers that EyeglassesDepot.com is under new management. Any past issues or history you may find online do not reflect the way we currently operate. Our focus is on transparency, accountability, and customer satisfaction.
This matter could have been resolved very simply, and we regret that it escalated in this way.
UPDATE : 9/7/25 Customer states that we never sent her a return label : Here is the actual email sent yesterday. I would assume her email went to SPAM. Further, if calling a customer to resolve this issue is "blowing up her phone". We will never contact her again, to resolve this issue. As it seems, there are those customers whom there is NOTHING YOU CAN DO to make them happy. Even taking her calls/texts at 8pm on a SATURDAY NIGHT.
From: EyeglassesDepot Sales Team
Sent: Saturday, September 6, 2025 9:55 PM
To: [email protected]
Subject: RETURN LABEL
Please find enclosed Return Label to send back your item for a refund.
Best customer service !!
Best customer service !!! Would highly recommend them!
By Vanessa
Response from Eyeglassesdepot· Sep 7, 2025
Thank you so much for your kind words! We’re thrilled to hear you had such a positive experience with our customer service. Your recommendation means a lot to us, and we look forward to helping you again anytime you need eyewear.
I had an absolutely terrible experience…
I Have been asked to submit an edited review repeatedly. This company has lied in their response. My original frame was in PERFECT condition. The only issue was. Broken arm needing to be screwed back on. After getting an outrageous estimate to fix, I asked them to return my glasses (a gift from my91 year old Mom) and all of a sudden they could not find my original glasses. They sent a. 42.00 replacement for a 400.00 pair of sunglasses (Maui Jim) I repeat, read all the other horrible reviews and BEWARE!!!!!
I had an absolutely terrible experience with Eye Glass Repair in New Jersey. I sent them my sunglasses for repair, and instead of returning my original glasses, they tried to pass off a completely different pair with my lenses shoved into them. When I confronted them, they first insisted they had sent my original glasses back, but then admitted they had not—and even admitted they didn’t know if they still had them.
To prove my case, I even sent them a picture of me wearing my original glasses. After that, I never heard from them again. Complete frauds.
This business is dishonest, misleading, and untrustworthy. Based on my experience, I would strongly caution anyone against sending their glasses here.
Update after company reply:
Their reply is a complete lie. The face of my glasses was in perfect condition. 1 arm was broken only. When I asked for my glasses back, they said they did not know what happened to them; they must have discarded. This was after changing their story a minimum of 5 times. They NEVER asked for permission to discard. BEWARE of this company.
By Elyse Goldberg M.
Response from Eyeglassesdepot· Aug 23, 2025
Dear Elyse,
We’re sorry to hear about your disappointment, but we want to clarify exactly what occurred with your repair.
When we received your Maui Jim sunglasses, the damage was not limited to the arm alone. The face (front) of the frame where the arm connects was also compromised, which made it impossible to simply reattach the arm. In these cases, as part of standard repair practice, the solution is to replace the damaged frame with the exact same model and color and then professionally transfer the customer’s original lenses into it. This ensures your eyewear remains authentic, functional, and wearable.
To be very clear:
Your original lenses were preserved and installed in the replacement frame.
The replacement was the same Maui Jim model number and color as your original frame — not a random or cheaper substitute.
At no point did we discard or keep your eyewear without authorization.
This is how the eyewear repair business works industry-wide: when a frame front cannot be repaired, it is replaced so that the customer can continue using their lenses in the same model frame.
We understand that eyewear can carry great personal and sentimental value, and we regret that this process may not have been fully clear from the beginning. However, we assure you there was no deception involved — only a professional repair using the exact matching frame to restore your glasses.
We are more than willing to share supporting photos and documentation of the process, and we invite you once again to contact us directly at [your contact info] so we can work toward a resolution that gives you peace of mind.
Sincerely,
EyeglassesDepot Inc.
www.eyeglassesdepot.com
just received the glasses- one brand…
just received the glasses- one brand new and one repaired and I am very happy with both! Sam did great job finding the comparable frame and making sure the prescription was done according to the prescription. thank you Eyeglassesdepot!
By Irina B.
Response from Eyeglassesdepot· Aug 23, 2025
Thank you so much for your kind words!
We're thrilled to hear you're happy with both the new and repaired glasses. Sam will be especially glad to know his effort in finding a comparable frame and ensuring your prescription was spot on made a difference.
We truly appreciate your trust in us and look forward to helping you again in the future!
USE EYEGLASSES DEPOT! NOW!!
I love expensive eyewear and unfortunately they break. Alex was awesome. I bought the wrong part and he walked me through returning and getting the right part. Professional easy and straightforward process. Eyeglass depot is now my go to for all eyewear, buying and repairs.
By Jay S.
absolute worst company
absolute worst company! sent them a $450 pair of Maui Jims, paid $154 to have the lens replaced (I had glass) but they replaced have ass with plastic ones instead, ruined my frames, I'm pretty sure these were someone else's frames since ours were still brand new, and only had them one month but had an incident that shattered the glass. The ones we received back have a broken arm that will not stay out, they fit extremely loose, and the glass wasn't even in the frame!!!!! I called them and they said send an email, so emailed them and they refuse to fix them! they told me to "take it to your local optical store and have them tighten it up I guess" and as far as fixing the lens "they are not glass anyway” and in the terms and conditions it does state that, that’s my fault on not reading that precisely. They said I could send them back again but it would take longer, and honestly I don’t trust them to send them back at this point! I can provide pics to those curious!
By Deanna W.
Response from Eyeglassesdepot· Aug 9, 2025
Sometimes, despite our best efforts, there’s simply nothing more we can do to satisfy a customer. In this case, we replaced her lenses exactly as required. By her own admission, we never indicated that the lenses would be glass, and in fact, our website clearly states that glass lenses cannot be cut.
We did not touch the arms of her frames during the lens replacement, nor are the arms related to the lens installation. When she mentioned that one arm was loose, we recommended having it tightened locally for convenience. We also offered to have her send the glasses back so we could inspect and address the issue with the arm at no charge.
Despite these efforts—including offering her a partial refund, which she initially agreed to—she chose to post a negative review.
Use CAUTION with this company
I decided to ship my Maui Jim sunglasses to Eyeglassdepot for minor repairs. They emailed me a prepaid USPS shipping label. I packaged my sunglasses in a Maui Jim container and that inside a box and delivered it to the USPS. about 2 weeks later, not having heard anything from Eyeglassdepot, I sent an inquiry to they responded the two days later stating: "Thank you for your patience regarding your repair order. According to the USPS tracking information, your package was marked as successfully delivered to our mail facility. However, after confirming with our facility team, they have informed us that the package has not yet been received or logged in.
There are a few situations where a package might show as delivered but not be physically received yet, including:
• A scan error or premature delivery scan by USPS
• Delivery to the wrong address or neighbor
• Package left in an unexpected location
• System update delays causing tracking to show delivered before actual receipt
We are closely monitoring the situation and will notify you immediately as soon as the package is located or arrives at our facility. We understand how important this is and appreciate your understanding as we work to resolve this matter."
After another week, and after verifying my package was delivered to them by the USPS I inquired as to the status again with Eyeglassdepot. It is at this point I was told that they do not insure their prepaid shipments to or from them because it is too expensive. Anotherwards, My $325+ sunglasses are just gone... After a couple more email exchanges, they offered to "I can give you these 2 parts to make you a frame". There was no mention of lenses. When I inquired about the lenses, they offered to sell me lenses but after several back & forths, would not verify if they were polarized and glass or not. I've just given up, I question the integrity of such an organization that fails to tell you their "free shipping" isn't insured, denies receiving shipments which the USPS has documentation they did receive, and then offers to sell you replacement parts but won't verify any information about the parts. I will buy a new pair of Maui Jims, rather than pay this company $100+ for unknown style/quality parts.
Use CAUTION with this company... I sadly learned the hard way, I hope you don't as well.
By Richard C.
Response from Eyeglassesdepot· Jul 30, 2025
Thank you for taking the time to share your experience, and please accept our sincerest apologies for the frustration and disappointment this situation has caused. We genuinely understand how upsetting it is to lose a valuable item like your Maui Jim sunglasses, and we regret that your interaction with our team did not meet the level of service you expected—or that we aim to provide.
To clarify, we do rely on USPS tracking scans to confirm deliveries to our facility, and in rare cases, packages marked as “delivered” may not have physically arrived yet or may have been misdelivered. Unfortunately, this appears to be one of those rare and unfortunate cases. We took immediate steps to investigate the issue with our facility team and continued monitoring the situation, but we were ultimately unable to locate the package.
Regarding shipping insurance: while we do offer prepaid shipping as a courtesy to customers, it is correct that the standard labels are not insured unless the customer requests and purchases additional insurance. This policy is stated in our shipping guidelines, but we understand it may not have been clear enough in your case and will take this opportunity to re-evaluate how we communicate this upfront.
As for the parts and lens inquiries, we apologize for any lack of clarity in our communication. We certainly should have been more precise about the lens options, including whether they were polarized or glass, and we regret that this added to your frustration.
While we may not be able to undo the outcome, we truly value your feedback and will use it to improve our service, shipping policies, and communication with future customers. If you would like to discuss this further or reconsider a resolution, please reach out directly to me directly, and we’ll do our best to assist you.
