Over the past 10 years, I've had excellent experiences with three other online eyewear retailers. Customer service on those sites has been exceptional, and my orders have always gone smoothly. Unfortunately, my experience with Frames Direct has been disappointing. Over the past year, I have purchased and kept at least five pairs of glasses from Frames Direct, while also returning five pairs. Given my demanding work schedule, buying glasses online is far more convenient and time-saving than visiting a store. However, as glasses are one of the first things people notice and that I wear every day, it's crucial that they both look good on my face and fit well. While I appreciate the reduced prices, I'm still paying around $300 per pair, so being able to try them on and return them if they don't fit is essential. Recently, I attempted to purchase another pair, only to be informed by customer service that my future purchases would be final sale due to the number of returns I've made, meaning I would have to keep the glasses regardless of fit. I reminded them that despite my returns, I had purchased and kept five pairs this year alone. Unfortunately, they were unwilling to accommodate my situation, even after I offered to buy just one pair at a time. This policy feels unfair, especially for a loyal customer who has spent a significant amount of money on their site. There are other online eyewear retailers that I have used where I've never been penalized for returns, and they appreciate me as a frequent buyer. I can't justify risking $300 on a pair of glasses that may not fit, and this experience has left me disappointed with Frames Direct's approach to customer service and loyalty. Tip for consumers:I am a very loyal customer.. I return my glasses within the day or a few days, and I always purchase and keep several pairs of glasses. I have never experienced being penalized as a loyal customer. Products used:Purchased and kept 5 pairs of glasses Service Value Shipping Returns Quality Date of experience: October 8, 2024I placed an order on their website, and they took money from my account via paypal. The next day, they emailed me telling me the order was not in stock and I should select a different color. Nowhere did they say the other color would cost more than twice as much money. I was shocked that they replied with this information only after I asked. Had I not been more suspicious, I would have been stuck with a large bill. Highly recommend avoiding this company and their bait and switch tactics. Service Value Shipping Date of experience: June 12, 2024A terrible buying experience. After more than two months still haven't received my order. Framesdirect blames Wiley Labs for the delay and for the fact that, according to them, the glasses didn't pass inspection…TWICE! I blame Framesdirect for either being incompetent, or using incompetent suppliers. My prescription is not a high magnification, and isn't a complicated one. They are happy to receive your order and take your money, but when you call to inquire, they just say that they "expect " your order to be completed on Friday of the week you call…putting off your complaint until the following week anyway, and maybe hoping that your order might arrive! The promotion for Thanksgiving was good…The Hook…but worthless if they only take your money and can't provide the product. Live and learn. First time to order and last! Tip for consumers:Save yourself the aggravation. Buy somewhere else. Products used:Ordered prescription sunglasses but after 9 weeks, haven’t received my order. Service Value Date of experience: January 31, 2023Here was my experience with Frames Direct...ordered frame and lenses, and charged on January 24th. Over the next month 3 emails saying my frame was delayed and delivery would be 2 weeks later. Final one stated March 13th! When I called to cancel due to all the delays, I was told that the frame was unavailable. So a month wasted and no product! Can't comment on quality...never received anything. Would I use them again? Absolutely not! I you try them...don't be in a hurry! Products used:Never received Service Returns Date of experience: March 1, 2023Do NOT do business with them! 10/16 I placed an order for Lilly Pulitzer glasses. 2 days after I placed the order - they emailed stating not only would they not offer the price match guarantee - it was now going to take A MONTH to get my glasses. Nice days later tho I received the glasses - and they made them wrong. I immediately shipped the glasses back 10/25. USPS Priority shipping had them arriving 10/26. I was told I would have them re-made glasses back to me the following week. Today is 11/15 and I still don't have the remade glasses - that they made wrong in the first place. They're a progressive bifocal so they had to be pushed way down on my nose to actually use them as a bifocal. Requested a refund and repurchased elsewhere - these are scheduled to be here next week. Service Value Shipping Returns Quality Date of experience: November 15, 2023First ordered and paid for my frames on 11/8/23 only to learn on it 11/9/23 that the frames were backordered. I probably would have ordered a different frame had I known. On 12/14/23 my glasses were shipped. Once I received my glasses I began having problems with my glasses. One lens was not tight and fell out repeatedly. The clip on sun glasses did not seat properly. Eventually the lens fell out causing it to chip. On 1/11/24 I reported the issues to Frames Direct and was sent a return shipping label. On 2/8/24 my glasses were shipped back to me with all the problems corrected. Although the ultimate outcome was positive, you can probably understand my frustration with the entire experience. Service Value Shipping Returns Quality Date of experience: February 13, 2024I have received the glasses and there worst than before, you have totally screw up the hole package. I don't understand after 25 years that I have been wearing and ordering glass you're the worst company I ever had to deal with. I can't even drive with them its to dangerous for my safety. You even made a mistake on the prescription, I had to get it inspected and I even advise you, you redid them and still not done properly. Now I must replace all the lenses from an optometrist here and its going to cost me even more. Tip for consumers:Don't buy online its to risky, but in your area safer. Products used:Glasses Service Value Shipping Returns Quality Date of experience: November 7, 2022I purchased a pair of "non-breakable" frames that broke. Frames direct sent a replacement order after I paid out of pocket to return the broken pair. The order they shipped was incorrect. I had to pay to return those as I live in Canada. They then sent the wrong order a second time. Now they are telling me that I have to pay out of pocket AGAIN to return those before they send the correct pair. They are offering a store credit to cover $75 in shipping costs. There is no way I will purchase another pair of glasses from this company so a credit is useless. I DO NOT recommend this company! Products used:They have charges me 3 times for shipping. 2 were due to their error Service Value Shipping Returns Date of experience: November 30, 2022I bought a pair of Versace glasses, rather expensive from Frames Direct and a little over a year the coating on the lenses starting peeling off. I wanted to return, nope, out of warranty. Wanted to get just the lenses, nope, frames not offered anymore, won't sell lenses in case something happens to the frame. I just want a new pair of glasses, and not get rapped. Service Value Shipping Returns Quality Date of experience: September 13, 2023Be aware of the scams because Walmart sells the same lens at a cheaper price Wayne Bartholomew. Because of Covid there was a delay in my order so I threaten to call my credit card company and they placed me on the list do not buy from frames Direct Products used:None Date of experience: April 20, 2023I placed an order 9-6-2023. It took almost a month to receive the order of 2 boxes of contacts. I paid with Klarna and 11-16-2023 I went to place another order and was told by Cole that my order from September was charged back and i told him that was untrue as I had proof that I paid it. He would not get on the phone with me and Klarna and kept telling me Leslie has to look into it. When I contacted Klarna they stated what he said was untrue. I called Cole back to see what if anything was being sone on their part as I wanted this cleared up he got very ignorant with me and told me tI had to clear it up! Never order from there I have the email klarna sent them and me telling them the charge was not charged back! Tip for consumers:Cole is a liar Products used:Contacts that came 3 weeks after I ordered Service Value Shipping Returns Quality Date of experience: November 17, 2023Was a customer for over 10 years. This year I buy a pair of glasses. It arrives. Comes with warning label. This has digital filter it may not work for you. Return if it does not... Well I returned it... no refund... I call Am told that I don't get a refund and glasses are with manufacturer and told have a nice day. I say I want my money they say no I say connect to supervisor or I'm calling the bank. Connect. Oh that agent was misinformed you do get you money back here Wel after ordering glasses after glasses with no issue I am now banned... really. Because I mentioned I would go to the bank cause your one agent was miss informed. And you were gona commit fraud... common Service Value Shipping Returns Quality Date of experience: August 3, 2023This is the only company I've had an issue with mailing to my po box. Now I'm waiting on a refund. glassesusa.com completed my order without any issues. Tip for consumers:Avoid this headache of a company and shop elsewhere Service Value Shipping Returns Quality Date of experience: February 6, 2023I used to love this website for glasses because of their options then i realized you are not actually getting any kind of discount (which is especially annoying since AFeyewear-military discount discounted glasses is now frames direct) if you find a pair you like i highly suggest taking a screenshot of them and searching throughout other websites certain frames they have $485.00 & $530.00 are sold on other websites for $200.00- $300.00 range. YES they do price match but only one discount per item so if you get the frames you like for the lower price their lenses will just make up the difference (in some cases more) which in my opinion totally defeats the purpose of having a price match options. It also says they do not accept prices lower than their advertised price... which is literally price matching. I will say they're very responsive and kind and i never once had an issue receiving my glasses in mint condition with great customer service. Wait time is better than most but they still take a long time to be made before they are sent out. Another thing is you over pay for their lenses if you do not get the 60% off they'll charge you the price you could have got sapphire or other higher quality lenses for therefore still over paying. Tip for consumers:I used to love this website for glasses because of their options then i realized you are not actually getting any kind of discount (which is especially annoying since AFeyewear-military discount discounted glasses is now frames direct) if you find a pair you like i highly suggest taking a screenshot of them and searching throughout other websites certain frames they have $485.00 & $530.00 are sold on other websites for $200.00- $300.00 range. YES they do price match but only one discount per ite Products used:glasses Service Value Shipping Returns Quality Date of experience: March 17, 2023Ordered in early February, was told they were back ordered, given a new date, told they didn't show up, will be in the next shipment, month later no frames supposed to be in my 4/26. On 4/27 I had to make contact, told frames discontinued and I could order something else. No options that were less than 100 dollars more than the original order, and they would make it right after stringing me along for almost three months. As a repeat customer that's really disappointing and I will never buy from them again. Buyer beware. Products used:Buying from another company. Avoid this one if you want any quality Service Value Shipping Date of experience: April 27, 2022This place is trash. I've been getting the run around about when they will ship out my glasses and I ordered way in March and still don't have my glasses til this day it's almost the end of May. VICKY the lady has told me lies after lie about it being ready to ship out. Even today she told me it was gonna be shipped out and still haven't been shipped out. These 3 different emails on 3 different days I waited 3-4 business days. I don't think Vicky know what she is doing. Poor customer service Date of experience: May 21, 2021Waste of my time. Took an hour finding the sports gogglebi wanted. Put in prescription numbers and placed the order. Then I got an email from their customer service that I need to upload a photo of a physical optometrist prescription. I had a photo if the prescription that has all the info (the numbers, my name, doctor's name) and just had the date of exam cut off. I specified in the Email response the date of the exam, but they. Rejected the photo as a valid prescription. Since I couldn't find the physical copy of the prescription, I had to cancel the order. Extremely irritated by the experience. Waste of my time. Service Date of experience: February 6, 2023After unnecessary delay verifying prescription, anticipated completion date was past my deadline. Needed to go away for work, driving a truck. Would not be able to receive shipment. Attempted to cancel, within time frame that I had been told was acceptable, and was told it was too late, lens production had begun. Four business days later, you would think production would be completed, but no. Customer service will just repeatedly quote the 7-10 business days policy. Poor souls, I suppose it is the most frequent inquiry. No option to expedite production or shipping. No satisfaction guaranteed or full refund as some others offer. Wish I had done more research on reviews before ordering from Frames direct. I would not have chosen them. There is a lot of competition in this market, and I have had better experience elsewhere. Biggest doesn't necessarily mean best! Date of experience: September 24, 2019Had a terrible experience with this company. They sell glasses that they don't have. Very frustrating... spent hours looking through "sales options". Selected a pair I was happy with, ordered the glasses, uploaded my prescription, paid with my credit card and choose expedited delivery. Got my confirmation email with order number. 2 days later they call to say the glasses I selected were no longer available. Of course the sale is now ended so they wanted me to now choose from the "full price" options. Very disreputable company! Save your time & money and shop elsewhere. Service Value Shipping Returns Quality Date of experience: December 22, 2021Once these guys get your money, the communications stop. I have been waiting a month for my specs to arrive with no updates from Framesdirect. The tracking provided is very generic with no known courier company or meaningful tracking ID that i can follow up with myself. The tracking they did provide has not been updated for a week despite it saying its now in my country. Avoid these guys like the plague. Tip for consumers:avoid Service Value Shipping Returns Quality Date of experience: January 30, 2021Horrible customer service. I purchased a pair of glasses that took over a month to arrive. Now less than 3 months later, both lens have Chip's in the corners. I contacted customer service with several questions and photos of my glasses. All I get is an email telling me to return my glasses and they will review them. I asked how long it will take... No answer I asked to have someone call me... No answer. I asked if they would be covered under warranty... No answer. Please read review about Frames Direct and don't do business or you too will be without glasses and no customer service. Tip for consumers:Poor service before, during and after the purchase Products used:Glasses Service Value Shipping Returns Quality Date of experience: February 12, 2021I ordered glasses from frames direct, shipping was really fast. My local eye doctor gave me the wrong script, and I had to return my glasses for them to correct and put in the right lenses. The return policy was easy, and they were informative through out the process. I dealt with Pam. She called me to confirm everything was right, so they could go ahead and get started on the correction. I know shipping times could get long because of the pandemic. But I didn't have a problem. Everything went pretty smooth. Date of experience: July 6, 2020Quality website, reliable and rock solid prices. They have this cool sunglass photo app where you can see what you look like wearing sunglasses.