GlassesUSA Scammed, cheap product, horrible customer service, reps didn't know what was going on Nationwide

Not surprised to see other negative posts on your page regarding customer service and getting scammed. Let me first say that I have been a customer with you guys since August of last year- pretty happy to start off with, the price of most glasses reflects the quality of the product: lower prices=mediocre quality, but didn't mind that since my husband has been notorious for losing his glasses over the years so we usually order 2 pairs at a time from you guys and keep them stocked at our house for emergencies. HOWEVER we will no longer be using glasses USA for our future purchases and here's why:Our latest order was placed at the end of December and received mid-January. We ordered 2 pairs of glasses and to our dismay as soon as we received the glasses we noticed the frame on one of the pairs was cracked and the lens fell out of the cracked frame. I proceeded to email GlassesUSA with a picture of the cracked frame and questions about how to return the pair for a new one... No response for a week. CALLED you guys to find out what was going on and was told to email a picture and a new pair of glasses would be manufactured and sent to us. Okay.... So I did that (again) and then I received an email about 2 days later saying that a warranty store credit had been sent to my husbands email. Checked his email for an email from you guys.... NOTHING. So I called in to get you to re-send the email. Gave the women the order # that had been sent to me from Chase Shelby in the most recent email and was told that this was an order # linked to a purchase from August. FINALLY after getting the run around from her, she found the most recent order and our emails and then she proceeded to inform me that we would only be getting 50% of our original purchase amount refunded, so we could re-order the same pair of glasses that had broken, but it would be costing me $60 out of pocket when all was said and done.

This is totally unacceptable and I feel totally ripped off. Why should I pay $60 more to RE-ORDER the same pair of glasses that I just received broken in the mail?? Obviously I'm not going to do that nor will I be purchasing glasses through your company again. Your customer service reps are horrible and seem just as confused as I am as to what is going on. So disappointed with your company.