Customer Experience Snapshot
oCX Score
The oCX (Observational Experience) score is a metric that evaluates customer experience without using traditional surveys. It leverages AI to analyze unsolicited text comments from social media, review sites, and other online platforms, predicting customer sentiment and likelihood of recommendation on a scale of 0 to 10.
%
Positive Sentiment Rate
Users frequently commend the straightforward and easy ordering process, along with the website’s excellent selection of products. The site is described as user-friendly, with a smooth checkout process and great prices. Many reviews highlight the convenience and efficiency of the entire shopping experience, making it a preferred choice for eyewear purchases.
%
Negative Sentiment Rate
Customers consistently report extremely poor customer service experiences with GlassesUSA. Issues include receiving incorrect prescriptions, damaged or wrong items, and significant delays in order processing and shipping. Many customers highlight the inability to reach a human representative, relying instead on ineffective chatbots and automated systems. Refunds and replacements are often delayed or mishandled, leading to frustration and dissatisfaction. Overall, the lack of effective communication and resolution has led many customers to vow never to use the service again.
oCX for Each Topic
- Ease of Use (82)
- Service Quality (27)
- Product Quality (78)
- Delivery Time (39)
- Delivery Process (-40)
- Product Price (65)
The statistics and information provided on this page offer a general overview. For more detailed insights and statistics on specific subcategories, we invite you to download the comprehensive report.
Customer Reviews
Topic: Service Quality
Over promise and under deliver. Not the place you want to go if you need anything fast. You must be willing to wait a month for anything and customer service has no power other than refunding shipping cost.
Rating: 1/5
Topic: Ease of Use
Easy to navigate…
Rating: 5/5
Topic: Product Quality
Beautiful selection. Good options for lenses and coatings. Easy to use. Quick shipping. I’ve used GlassesUSA several times before. Never disappointed,
Rating: 5/5