GlassesonwebReviews of glassesonweb.com

Response from Glassesonweb· Jan 9, 2026

We’re sorry to hear about your experience and understand how frustrating a lost shipment can be. Your custom prescription eyeglasses were completed and shipped as ordered. Unfortunately, the carrier confirmed that the package was lost in transit. When this occurred, a credit card dispute was opened through your bank. Once a dispute is initiated, we are legally unable to issue a separate refund or replacement until the bank completes its investigation, as doing so could result in duplicate reimbursement. The bank will determine the resolution of the claim, and once finalized, the funds are returned directly through your card issuer. This process is standard across all merchants. We remain available to assist with any documentation your bank may require and are happy to help bring this to a fair resolution.

Response from Glassesonweb· Dec 8, 2025

Thank you for sharing your concerns. We take all feedback seriously and want to clarify what occurred in this situation. Our records show that the frame was in perfect condition when it left our store. The damage occurred during the lens installation process, which was performed by a third-party optician or through a self-installation attempt. When frames break during lens fitting, this falls outside of manufacturer warranty coverage, as the warranty covers manufacturing defects and normal wear—not damage that occurs during the installation process. The lens installation technician or facility that performed the work would typically be responsible for any frames damaged during their service. We understand this is frustrating, and we're sorry you experienced this issue. We did our best to explain the warranty terms and why this particular situation wasn't covered. We stand behind the quality of our products and honor all valid warranty claims for manufacturing defects. We're always happy to discuss concerns directly with our customers to find the best resolution. If you'd like to discuss this further, please feel free to contact us directly

Response from Glassesonweb· Oct 17, 2025

DearM W, Thank you for bringing this matter to our attention. We understand how distressing this situation must be for you, and we take your concerns very seriously. To properly investigate this matter and assist you, we would need your order number or the name associated with your account, as we are unable to verify your purchase history without this information. Regarding your concerns about payment security, we want to clarify how our payment processing works: When you make a purchase on our website, you are securely transferred to our third-party payment processor's server to complete the transaction. At no point does GlassesOnWeb have access to, store, or retain your complete credit card information. Our system is designed so that we can only process refunds for existing transactions—we do not have the capability to initiate new charges to your card. We understand the timing of this fraudulent charge seems suspicious given your recent interaction with us. However, based on our payment security infrastructure, your credit card details could not have been compromised through our system. That said, we recognize this is a serious matter involving identity theft and fraud. We strongly recommend: Contacting your credit card company immediately to dispute the fraudulent charge and request a new card Filing a report with local authorities regarding the identity theft Monitoring your credit reports for any additional suspicious activity Regarding the service delays you mentioned, we sincerely apologize for any frustration this may have caused. Once we can locate your order information, we would like to review what happened to ensure we address your concerns appropriately. If you would like us to provide any documentation about our payment security practices to assist with your fraud investigation, please let us know. We hope this matter is resolved quickly for you. Sincerely, GlassesOnWeb Customer Service

Response from Glassesonweb· Oct 17, 2025

Dear Plamen, Thank you for your feedback. We sincerely apologize for the frustration you experienced with your order. After reviewing your order details, we found that the shipping address provided at checkout was incomplete—it was missing the unit number. Our shipping team sent the package to the address exactly as it was entered in your order. Unfortunately, without the complete address, the courier was unable to deliver the parcel, and it was returned to us. The return process through the postal system took additional time, which is standard when packages cannot be successfully delivered. During this time, while we were awaiting the return of your package and prepared to reship it with the corrected address, you requested a full refund instead. Regarding the 15% restocking fee: Our return policy, which is available on our website and applies to all orders, includes this fee for cancelled orders where frames have been specially ordered from the manufacturer for the customer. Since your custom frames had already been purchased specifically for your order, the restocking fee was applied in accordance with our standard policy. We understand this was not the experience you were hoping for. In the future, we encourage customers to double-check that their shipping address is complete at checkout, including apartment or unit numbers, to prevent delivery issues. If you have any further questions about your order, please feel free to contact our customer service team directly. Sincerely, GlassesOnWeb Customer Service Team

Response from Glassesonweb· Oct 17, 2025

Dear Jon, Thank you for reaching out, and we sincerely apologize that you're unhappy with your purchase. We have thoroughly reviewed our records for your order, and we show that we responded to all inquiries we received from you prior to shipment. However, we do not have any record of receiving communication from you after your order was delivered regarding sizing concerns or a replacement request. We want to assure you that customer satisfaction is our priority, both before and after purchase. Our support system is designed to capture all customer inquiries through multiple channels—email, online chat, and phone—and we have a dedicated customer support team whose sole responsibility is to respond to all incoming messages, typically within 24 hours during business hours. It's possible that your follow-up emails may not have reached us due to a technical issue, spam filter, or an incorrect email address. We encourage you to: Contact us directly so we can locate your order and assist you Try our live chat feature on our website for immediate assistance Call us during business hours Once we can connect with you, we'll be happy to review your concerns about the sizing and work toward a resolution. We genuinely want to make this right for you. Sincerely, GlassesOnWeb Customer Service Team

Response from Glassesonweb· Jul 30, 2025

o clarify, we received your order for the sunglasses on June 30 (Monday), and due to the specific model being less common, we immediately placed an order with our supplier the following day. Unfortunately, this model was on backorder, which is why there was a delay in the shipment. When you contacted us on July 8, we informed you that the sunglasses were still awaiting shipment from the manufacturer’s overseas warehouse, which typically takes 1-2 weeks. We strive to maintain open communication with our customers, and regret that you were not notified about the backorder sooner. Upon your request to cancel the order, we processed the cancellation and issued a full refund immediately, even though we are still responsible for the special order frame costs. We understand your concerns, and we’re actively working to improve both our communication and service. For a broader perspective, we invite you to check our reviews at ShopperApproved for GlassesOnWeb.com , where thousands of our satisfied customers have shared their positive experiences. While we’re not perfect, we are always striving to improve our service. Best regards, GlassesOnWeb.com Team

Response from Glassesonweb· Jul 30, 2025

Thank you for sharing your feedback. We sincerely apologize for the issues you've encountered with your order and would like to address your concerns. Authenticity: We only sell new, authentic frames that are sourced directly from the manufacturer. While we do not accompany every frame with the invoice, we keep detailed records of all purchases, and upon request, we can provide proof of authenticity and that the frames are brand-new. Restocking Fee: Our restocking fee policy is clearly stated in our return policy and exists to help us offer competitive pricing. This fee helps us keep our prices as low as possible for all customers upfront. Wrong Size: We understand that receiving the wrong size can be frustrating. However, we supply the exact size ordered, and the size is indicated on the temple of the glasses. We encourage customers to double-check the sizing before placing an order. It’s easy to confirm that the size received matches what was originally ordered. Custom Lenses: According to our return policy, custom lenses are non-refundable. However, after learning that you were not happy with the purchase, we made an exception and issued a full refund for both the frame and the custom lenses. We always strive to provide quality products and customer service, and we regret that we didn’t meet your expectations this time. We hope this clarifies the situation, and we’re here to assist you with any further questions. Best regards, GlassesOnWeb.com Team