This eyewear site lags the competition in both the number of customer reviews and their assessment of its customer service (lackluster) and return policy (stingy).
Unflattering reviews and a strict return policy relegate GlassesShop to the bottom of our ranking. The site earns an average of 2.5 stars out of 5 from more than 120 posts at ResellerRatings, where purchasers rail at customer service for offenses such as general rudeness, overcharging, refusing to help track missing orders, and stonewalling a request to exchange ill-fitting frames. Reviewers also grouse about the 50 percent restocking fee when seeking a refund for a return within the allotted time -- a policy that seems particularly stringent compared with the best of the competing online glasses retailers, which keep the return window open longer and don't charge restocking fees. Some reviewers also complain about defects that cause blurry vision, for example, and progressive lenses that don't align with the wearer's field of vision.
To be sure, some reviewers like the product. They describe the frames as comfortable, fashionable, and durable, and say the lens correction is as it should be.
Frame and Lens Options. Men, women, and children can find frames here, with prices starting at $19.95 for a package that includes single-vision 1.50-index lenses with anti-scratch coating. Then come the extras: $12.95 for a gradient tint, for example, $35.95 for photochromic lenses that adjust to the ambient light or $99 for the Transitions brand, and $4.95 each for anti-reflective and UV coatings. Moving up to a thinner, lighter higher-index lens also costs: $9.95 for a 1.57 index, for example, and $129.95 for a 1.74 index. Polycarbonate lenses with a 1.59 index add $29.95 to the base price. Bifocal and progressive lenses also raise the bottom line. GlassesShop sells prescription and fashion sunglasses, as well. All glasses come with a case and cleaning cloth.
Policies. Shipping costs $4.95 but is free for orders exceeding $49. Processing takes three to four business days for single vision, longer for tints and complex prescriptions. Glasses can be returned (unworn) for a refund within 14 days, but GlassesShop deducts the cost of shipping and handling and charges a 50 percent restocking fee. The site makes no allowances for customer errors when ordering but will replace a frame that breaks within 14 to 30 days of receipt. After that, there's a 60-day window to replace a broken frame for half price plus shipping costs.
Website. The website is straightforward. Users can call up new arrivals, best sellers, and weekly deals; glasses designed for a certain gender or for kids; and frames suitable for the lens type they need (single vision or multifocal). Additional filters include frame material and shape, frame and lens width, and frame color. The ordering process goes step-by-step, with choices accompanied by prices. The help center is extensive and includes a lengthy FAQ section and a guide to choosing eyeglasses. Support is available by phone, email, or social media.
Deals and savings, such as an extra 20 percent off orders over $39, are posted front and center when the site opens. Entering an email address nets an instant 15-percent-off coupon. Inviting friends earns $10 for each referral whenever a personal code is used; friends get a 50 percent discount on the first frames ordered.
Bottom Line. The jury is still out on GlassesShop. There are too few user reviews to make a definitive call, but those that exist trend negative due to customer service. Other online glasses shops have more customer-friendly reputations and similarly low prices.