GlassesUSA

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 7 historical complaints about GlassesUSA, published between 2009 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Refund Came Only From Credit Card Issuer, Company Based in Tel AvivPublished Oct 27, 2012 · Historical consumer allegation
• Order Billed Same Day but Glasses Not Shipped After Three WeeksPublished Oct 17, 2012 · Historical consumer allegation
• Read the Fine Print on Their Return PolicyPublished Feb 26, 2012 · Historical consumer allegation
• Payment Taken but Eyeglasses Order Not DeliveredPublished Jun 29, 2010 · Historical consumer allegation
• Operates From Israel and Will Not Put Refund Promise in WritingPublished Mar 22, 2010 · Historical consumer allegation
• Cancellation Attempted Hours After Order, Emails Bounced and Phone UnansweredPublished Mar 22, 2010 · Historical consumer allegation
• Glasses Order Not Shipped Despite Expedited Shipping and No RepliesPublished Apr 13, 2009 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website (GlassesUSA): https://www.glassesusa.com/
• Customer service (7am-midnight ET, per company): +1 (844) 244-1186
• Order-related questions: [email protected]
• Returns-related questions: [email protected]
• General service email: [email protected]
• Legal notices / arbitration notice: [email protected]
• Returns and refunds form (RMA): https://www.glassesusa.com/rma
• Help Center: https://support.glassesusa.com/

Locations

GlassesUSA order, delivery, return and refund problems: where to go and what the company says (checked October 12, 2026)

The company's contact page lists 1-844-244-1186 (every day 7am to midnight ET), a live chat it says is available 24/7, and role-specific emails: [email protected] for order-related questions, [email protected] for returns-related questions and [email protected] for general service. Its Help Center is at support.glassesusa.com.

Delivery timing. The Help Center article "Glasses Shipping & Production Timelines" gives the formula "Lab Production Time ... + Shipping Carrier Transit Time = Estimated Delivery Date" and says both count business days only. Lab production is listed as 3 business days for single-vision glasses with a regular prescription and 6 business days for a strong prescription or multifocal lenses. Standard U.S. shipping is listed as 7-10 business days (free), expedited 5-7 business days ($9.95) and express 3-5 business days ($12.95). Tracking is emailed once the order ships. The same article lists Canada standard shipping as 10-14 business days and says next-day shipping (U.S. only) is available for select eligible items. The Terms give a different, shorter statement: "Orders are typically shipped within 10 days from the date of confirmation of payment, however, there may be delays due to external factors." The two company pages are quoted side by side; neither is chosen here as the policy.

Cancelling. The Terms say cancelling "will only be possible while the order is in the earlier stages of production by submitting the request through the online RMA form"; once an order has shipped it cannot be cancelled but can still be returned.

Returns and refunds. The Terms say that within 60 days after delivery a customer is "entitled to a refund, product exchange (of equal or lesser value item)". Returns are started on the Returns page (glassesusa.com/rma) with the order ID and the email used for the order; items can be dropped at a USPS mailbox or a Happy Returns location. On the label, the Terms say both "we shall provide you with a digital prepaid shipping label" and "A return shipping label will be provided free of charge upon your request (available for Continental U.S. addresses only)", and that "Return shipping label will not be provided for international orders." The Terms say to "start the return process, simply submit the request through our chatbot" and that it is the customer's responsibility to ship items back "within 6 business days from receiving the digital shipping label". The Terms say refunds go back to the original payment method and "up to 30 days" from receipt of the item may be needed for the credit to appear. The Returns page states that the full refund applies to first returns only and that exchanges or orders placed with store credit have no refunds, and that store credit "will be sent to you via email up to 30 days from processing your returned item". The Terms also say that, for residents of U.S. states where the company has the legal right to do so, it "expressly reserves the right, in its sole discretion, to issue the refund in the form of a GlassesUSA gift card" and that "All store credits and exchanges are non-refundable."

Prescriptions. The Terms say: "You hereby represent and warrant that the prescription you submit as part of your order is valid on the date of placing your order", that incomplete prescription or order information "could mean you have to wait longer", and that the company reserves the right "TO NOT ACCEPT PRESCRIPTIONS THAT HAVE BEEN ISSUED MORE THAN TWO YEARS PRIOR TO THEIR SUBMISSION TO THE SITES". No clause on remaking an order after a company-side prescription error was identified in the Terms opened on 2026-10-12.

Keep records. Save the order confirmation email, the order ID, the prescription you submitted and the return tracking number: the Terms say refunds, exchanges and store credit are processed once the returned item arrives and "can be verified with a tracking number".

If the company does not resolve it. You can file a complaint with BBB through the "Submit a Complaint" link on the company's BBB profile, report to the FTC at reportfraud.ftc.gov (which invites reports of "bad business practices"), or contact your state attorney general. If you paid by credit card, the card issuer has its own billing-dispute process. The Terms contain an arbitration clause and class-action waiver; see the FAQ below.

Who operates GlassesUSA and where it is located

The Terms and Conditions say GlassesUSA.com is "a website owned and operated by Optimax Investments Ltd." and define "GlassesUSA" collectively as Optimax, Glasses USA, Inc., Optimax Eyewear, Inc., Glasses California, Inc. and GlassesUSA Fulfillment Center, Inc. The Privacy Policy (last updated May 2026) refers to "Optimax Investment Ltd." together with its subsidiaries, affiliates or related companies, and says personal information may be processed by service providers "in various locations around the world, including ... the United States and in our facilities in Israel."

BBB lists the headquarters as 360 Furman, Suite 738, Brooklyn, NY 11201, BBB's raw page data gives a business start of 2009-05-18 and incorporation of 2015-08-10, and BBB names Daniel Rothman (CEO/Co-Founder) and Eldad Rothman (COO/Co-Founder) as business management. The Terms give a postal address of 954 Lexington Avenue, Suite 537, New York, NY 10021-5013 and a return address for the "GlassesUSA Fulfillment Center" at 640 Airport South Pkwy, Suite 400, Atlanta, Georgia 30349-8663. The company's About page says it manufactures and fulfills orders "right here in Atlanta Georgia, USA" and describes its model as selling directly to consumers.

The About page names eyeglasses, sunglasses, prescription sunglasses and progressive glasses, and says the company's collections have "over 10,000 styles"; that count is the company's own statement. BBB describes the business as "an online retailer of prescription and non-prescription glasses and contact lenses". The Terms apply to www.glassesusa.com, m.glassesusa.com and www.ottica.com, and the site's menu lists Contact Lenses and "OTTICA - Luxury Eyewear".

Complaint record: BBB, Trustpilot and archive reports (as displayed on October 12, 2026)

This is the one place on the page where counts are given; they come from different sources and are not combined.

• BBB (profile for GlassesUSA, Brooklyn, NY): accredited, BBB rating A. The complaints tab displays "1,978 total complaints in the last 3 years" and "453 complaints filed in the last 12 months", and BBB notes it publishes 1 out of every 5 complaints handled through its conciliation process. The reviews tab displays 2.07/5 stars from an average of 873 customer reviews. BBB's raw page data gives accreditation on 2021-11-23.
• Trustpilot (www.glassesusa.com): 4.5 stars from 140,355 reviews, of which 27,898 are in the last 12 months; the displayed split is 71% five-star and 6% one-star. The profile has been claimed since March 2018 on a paid Trustpilot subscription; Trustpilot says the company invites customers to review and replied to 88% of negative reviews, "Typically replies within 24 hours" and "May use AI-assist with replies".
• Company statements: the company's About page says "Our 4.5 star rating is one of the many reasons customers trust us"; this is the company's own wording and is not independently counted here.

The BBB and Trustpilot counts measure different things (complaints filed with BBB versus public star reviews) and cover different periods, so they cannot be added or averaged.

Archive reports on this site. Seven complaints about GlassesUSA were posted here between 2009 and 2012. Complainants allege that ordered glasses were not delivered or were delayed after payment (3 reports), that refunds, returns or exchanges were refused or difficult (4 reports), that phone or email contacts went unanswered (3 reports), and that the company was located or shipped from outside the United States (5 reports). Counts are keyword matches over the seven reports and a report can appear in more than one group. These are consumers' allegations dated 2009-2012, before the company's current Terms and BBB accreditation, and the company's responses are not part of them. The company's current Terms describe a 60-day return window and a fulfillment center in Atlanta, Georgia.

Lawsuits and regulators: dockets found in the CourtListener checks of October 12, 2026

The dockets below are the ones found in the CourtListener (RECAP archive) pages and searches opened on 2026-10-12; filings that are only on PACER may not appear there, so this list is scoped to what those checks returned, not a complete court record. Docket entries are described as they appear and no case's subject is inferred where the docket page does not state it.

Chin v. Glasses USA Inc (W.D. Wash. No. 2:26-cv-02832) (most recent). The docket shows a filing date of August 10, 2026, with entry 1 a "Notice of Removal" on that date. Entry 15 (September 21, 2026) is an "Order to Remand Case" and entry 16 (September 21, 2026) a "Remand Letter"; the last filing shown is dated October 6, 2026. The docket page does not state the claims and no final outcome is shown.

Carr v. Glasses USA Fulfillment Center, Inc. (N.D. Ga. No. 1:26-cv-02774). The docket shows a filing date of May 18, 2026, with the case assigned to Judge Thomas W. Thrash Jr. and referred to Magistrate Judge Regina Diane Cannon; the date of last known filing is also May 18, 2026. The docket page does not state the claims.

Esparza v. Glasses USA Inc. (C.D. Cal. No. 2:24-cv-10987). Entry 1 (December 20, 2024) is a notice of removal from Los Angeles County Superior Court (case number 24STCV0648) filed by "Glasses USA, Inc. a Delaware entity d/b/a WWW.GLASSESUSA.COM". Entry 25 (May 8, 2025) reads: "NOTICE of Voluntary Dismissal filed by Plaintiff Miguel Esparza. Dismissal is with prejudice." The docket page does not state the claims and no settlement terms appear on it.

Consumer privacy class action (dismissed without prejudice). On August 19, 2023 a putative class action, Cody v. Glasses USA, Inc. (C.D. Cal. No. 8:23-cv-01545), was filed against "Glasses USA, Inc., a Delaware corporation dba www.glassesusa.com". The complaint alleged that the website's chat feature was monitored by third parties and that tracking tools identified visitors without effective consent. On August 30, 2023 the plaintiff filed a notice of voluntary dismissal stating that "Dismissal is without prejudice." The docket shows no ruling on the allegations and no settlement terms.

Business dispute (trademark). New Vision Unlimited, LLC v. Optimax Investments, Ltd (S.D. Fla. No. 1:22-cv-22534) was filed August 10, 2022; the docket lists the cause as "15:1125 Trademark Infringement (Lanham Act)". The parties page shows "Glasses USA, Inc", "GlassesUSA Fulfillment Center Inc." and "GlassesUSA Retail, Inc." as defendants "Terminated (Jan. 4, 2023)", and a January 3, 2023 order refers to substituting "Optimax Investments Ltd. as a defendant, in place of the Glasses USA Defendants". Lens.com, Inc., Contact Lens King, Inc. and WebEyeCare, Inc. were co-defendants on the docket. On May 17, 2023 the court entered an "ORDER denying 56 Motion to Dismiss for Failure to State a Claim"; a mediation report of November 8, 2023 states "Case did not settle". A stipulation of dismissal was filed on December 14, 2023 and the court entered an order of dismissal and closing of the case on December 15, 2023. The complaint is not available without PACER access, so its claims are not described here; this is a dispute between businesses, not a consumer case.

Case filed by the company. GlassesUSA, Inc. v. United States Customs and Border Protection (Court of International Trade No. 1:26-cv-02047) was filed on March 16, 2026 with GlassesUSA, Inc. as plaintiff. The docket page checked does not state the claims.

Regulators. In the sources checked on 2026-10-12 no FTC, state attorney general or other government enforcement action naming GlassesUSA or Optimax was identified. The BBB National Programs search page returned no results for "glassesusa" and a search of ftc.gov for "glassesusa" showed no result naming the company. State attorney general sites were not individually searched, and the FTC and state agency search tools were JavaScript-driven and could not all be fully checked, so this is a scoped finding, not a statement that none exists.

The company's Terms contain a binding-arbitration clause and class-action waiver, which governs how most customer disputes with the site would proceed (see FAQ).

Is GlassesUSA Legitimate?

Facts checked on October 12, 2026: the website says it is owned and operated by Optimax Investments Ltd. and lists group companies including Glasses USA, Inc. and a fulfillment center in Atlanta, Georgia; BBB lists a Brooklyn, New York headquarters, a business start of 2009-05-18 and BBB Accreditation (since 2021-11-23) with an A rating; the company publishes a toll-free phone number, live chat, email addresses, a returns form and a 60-day return window in its Terms.

BBB also displays 1,978 complaints in the last 3 years and a 2.07/5 average from 873 customer reviews, while Trustpilot displays 4.5 stars from 140,355 reviews; these are different sources measuring different things and are reported separately in the complaint record section. Court and regulator information is in the litigation section. Complaints and lawsuits described on this page are allegations unless a court or regulator has made a finding.

Court & Public Records

Company Relationships

• Affiliated with: Glasses USA, Inc.
• Affiliated with: Optimax Eyewear, Inc.
• Affiliated with: Glasses California, Inc.
• Affiliated with: GlassesUSA Fulfillment Center, Inc.

Frequently Asked Questions