ClearlyReviews 5,182

I have been purchasing my glasses from Clearly since 2018. It used to be the cheaper option, but not any more. If you need anything stronger than a basic, standard lens then you are better off ordering from your Optrician. Clearly's lenses are now the same price as any regular glass store, and the good-quality frames are not discounted enough to make a difference. The sales never really apply to any of the higher-end frames. I used to love Clearly, but am now looking for other options.

I ordered a pair of glasses from Clearly about a year and a half ago. I don't mind the glasses and thwey work well based on my need for progressives. My prescription has not changed. Now, I try to reorder the SAME pair (as an experiment since ever other pair failed) I am told they can't do my glasses based on my prescription. I am confused since they did less than two years ago. REALLY DISAPPOINTED WITH THEIR WEBSITE - IT IS AWFUL.

They sell low quality/fake contacts like splash on their website. They do not ask for any priscrption while buying but when you compain then ask for priscription with lots if conditions. They do not sell original manufacture contacts

It's utterly incomprehensible how a company could be so negligent in its business practices. I placed an order for lenses on October 20th, and after receiving no updates, I reached out on October 23rd. Despite their website indicating an October 22nd delivery, they casually informed me that it would take 3-5 business days just to assemble the contacts before shipping. To add insult to injury, they then revealed the lenses were out of stock!

Why are you advertising and selling products that aren't available? Even worse, there's no estimated time for restocking. This isn't just incompetence; it's borderline fraudulent, and Health Canada should investigate this sham of a business. I urge everyone: steer clear of this company, regardless of how appealing their marketing may seem.

I spent days—from October 24th to October 27th—via emails, live chats, and phone calls, explicitly instructing them to cancel my order. They assured me a 'manual cancellation' was underway but also warned that the item might still be shipped. What kind of backward operation are they running? Do they lack basic internal communication that they cannot communicate with each other to cancel an order? Are the cancellation team operating out of the North Pole?

Fast forward to today, October 29th, 2023 they had the audacity to ship the contacts and charge my account, even after I'd already purchased from KITS.CA and received my order within a day. This level of ineptitude is staggering. I've never encountered a company so utterly devoid of logic and customer service. It's an absolute disgrace.

First they lost my information. I don't care about they moved systems, this is not my problem.
After, they didn't deliver my boxes. The carrier is a company that I never heard of, they just left me a paper with NO PHONE/NO ADDRESS. I don't know what to do. I called Clearly and they put me on hold and the call drops. PLEASE avoid. It turded a SCAM.

I've been trying out all the different online retailers just to see what they're like. I find none of them have good products and good service.

My experience: Glasses arrived in good time, probably about a weak. One of the lenses is loose but hasn't popped out yet - it just squeaks and moves around when cleaning it.

Chat customer service: I waited so long for the chat to come back that I forgot and turned off my computer. Emailed CS, but they never got back to me.

Also with the lenses, I feel like the PD is off or something. One of my eyes gets sore when wearing the glasses.

I paid $100 more from an optical place, but I think the quality is more solid. (Comparing name brand to name brand, but not the same brand)

About me: I am a human who likes long backgammon matches on the beach.

I'd include proof of purchase, but I didn't get a receipt.

I had a disappointing experience with Clearly.ca when I purchased a pair of prescription glasses. Unfortunately, the lenses repeatedly popped out of the frame, causing a major inconvenience. I reached out to Clearly to explain the issue with the frame, hoping for a resolution. To my dismay, they declined my claim and refused to either fix the problem or provide a replacement pair of glasses. This experience left me very dissatisfied, and I would caution others against spending their money with Clearly.ca.

After multiple interactions over calls and live chats, I'm left disappointed. Firstly, it's perplexing that the company cannot confirm the availability of items listed on their website. If an item is out of stock, it should be promptly removed. Secondly, it's completely unsatisfactory to receive only half of my contact lens order twice, without any indication that the other half is missing. This renders the lenses unusable. Lastly, the email notification system for tracking is inadequate. I receive notifications like 'your order is shipped' or 'your order is canceled' without clarity on which part of my order is affected, leading to confusion and unnecessary time spent on follow-ups.

Placed an order for two boxes of contacts upon checkout it states assembly time is one day, it has been about 24 hours now and my order has yet to be shipped, called to ask what's going on and they have informed me assembly time is actually 3-5 business days. I find this extremely deceiving and wrong, they have offered to "try" to waive the express shipping I paid for as I will not be receiving them in the guaranteed time frame I was expecting, very disappointed.

My first order was lost. I did not receive it. I was not provided a tracking number. I complained and waited weeks for it before the rep agreed to refund me and send me a code for my new order. WELL the refund was never processed. And i was left paying for shipping and handling twice for the basically 1 package. I paid more money than should have for the same package. I was not compensated for any of the trouble i went through or any of the hours and hours spent dealing with customer service.

I've bought RayBan sunglasses, they refuse to sell me the nose piece that fell off a few months ago! I've left numerous phone messages and nobody ever responds or calls you back! HUGE FAIL! TERRIBLE SERVICE! DON'T BUY FROM THESE GUYS! TRYING TO SELL ME AN ENTIRE FRAME OR NEW GLASSES! NEVER AGAIN!

The delivery of my items was significantly delayed, causing inconvenience and frustration. Furthermore, I encountered difficulties in receiving responses from customer service, despite sending emails multiple times. This has only added to the overall frustration of the situation.

I don't know why Clearly revamped their website. It's ugly. No prescription information is saved so you have to enter everything again. If you choose premium shipping because you need something next day they send you an email saying you have premium-express with tracking no. X which doesn't help because Premium Express is not the carrier of your package. That's after waiting two days after processing to ship your package that was supposed to be shipped in one day. So you waste time on your express package by having to talk to an agent. Their connection to Shopify is broken so you receive notice of attempted delivery as your first notice from FedEx which is super helpful and apparently Clearly doesn't pay for the regular service where they reattempt delivery the next day, so you have to physically go out and pick up your package. Unbelievably broken and overpriced system. Not worth paying extra for shipping even if you need something in a rush. Just use a different site because Clearly is garbage now.

I placed an urgent order for contacts a month ago, paying much extra for priority express shipping so that they would arrive in 3 - 4 days. After a week without an update, I reached out asking when my order would be shipped. Only once I followed up was I told that there was an issue with their system implementation that was causing delays and I could expect an update on shipping in another 2 weeks.

I replied thanking them for the update and requesting I be refunded for the priority express shipping as this was not the guaranteed timeline. Another week passes and they email me back saying that my order has now been cancelled and I will be refunded. Frustrated, I call them and they are very rude on the phone claiming that it is my fault due to potential shipping address issues, despite the fact that they have already told me they are struggling with a system implementation.

I was advised they had processed the refund and that it would take a few days to go into my account, when I asked how they could offer further support they told me that I could place an order for a different pair of contacts instead.

I chose to use Kits which was a much better alternative. They offered free, fast shipping and shared a gift with my purchase. I thought I would be find to move on with this new platform.

2 more weeks pass and I receive an email that my Clearly order is on its way and I have now been charged for the order! This is the headache that won't stop. I emailed them saying I do not want this order and I had been advised they were refunding me and it was processing and they told me they had another issue and the order went through and now they can not refund me?

In all of the customer service communications they spell my name wrong are rude and incredibly unresponsive and unhelpful until I follow up with a request.

This is honestly the worst experience I have ever had ordering online and I would suggest anyone to use Kits and not go near Clearly ever again.

I ordered glasses in early July. Arrival date was estimated to be July 14th. Shortly after ordering I received an email saying "Given the delays noted on-site during this upgrading period, you can expect yours to be ready to ship out from Clearly by July 10th-16th." I have contacted them no less than 6 times with the same response: "Good news - they're shipping this week!" They've not shipped. No shipping confirmation email as promised. When I ask for a refund, the response is "Unfortunately, since the order has been processed for shipment, as confirmed by our fulfillment team our system will no longer have the option for cancellation but we can do a return refund once the order ships out if you no longer need them."
Contacted them today and now the response is "We apologize for the inconvenience, upon checking our fulfillment team is still in touch with the courier, to see the exact location of your order."
I will never get this order, fully paid for. And they "can't refund me" due to their policies.
Good customer service would be to ship them again.
And for the past two months while waiting for the glasses, I receive a constant marketing emails for Back to School sales, End of Summer sales etc.
Very disappointed and I will never order from them again.

I designed glasses using their coupon code. Unfortunately, the coupon code did not work. I asked customer service for assistance. They did not offer any solutions but instead said that my glasses (which fit my face based on my pupil distance) were "oversized" so they wouldn't honour the discount or even be willing to provide any other type of discount. Stay away.

I started a chat within 5 minutes of placing an order to change the shipping address from my old to new. They didn't respond for 40 minutes then eventually ended the chat. I started a new chat and they said due to system limitations they can't edit or cancel orders. They recommended I go to my old address and pickup the package? Very poor customer service and no alternative options.

My partner and I went back to the store three times to try to get our progressive lenses to be clear and not be distorted. In the end, we had to pay $550 at another store to get proper lenses in our glasses. These are just such poor quality lenses in these glasses. It might be ok for simple single-vision glasses, but in general the quality is just really bad.

The abysmal state of shipping times and the complete absence of any meaningful support from Clearly is nothing short of infuriating. It's beyond disheartening to witness the sheer downfall this company has undergone. I've been a loyal patron for years, relying on them consistently for my contact orders, and never once did I encounter the exasperating ordeal that I find myself trapped in now.

Astonishingly, I've been counting the weeks – three agonizing weeks – and my order hasn't even made it out of the door. The so-called "In Process" status that support robotically echoes back to me is nothing but a cruel reminder of how insignificant customer satisfaction has become to Clearly.

The audacity displayed by Clearly, plastering a feeble warning about shipping delays atop their website due to a "system upgrade," is a clear mockery of their customers' patience. An ordinary person might reasonably assume that this announcement indicates a brief hiccup in the delivery timeline, perhaps a week at most. But no, the reality is far more grim.

Why stop there, Clearly? Why not prominently display the truth on your website? Announce to the world that your delays are no longer a matter of days or weeks, but rather an agonizing month-long wait. At least then, potential customers would be armed with the information they deserve – the harsh reality of when they might actually lay hands on their much-awaited orders. Perhaps, then, they could make informed decisions about where to spend their hard-earned money and not be blindsided by this tormenting waiting game.

As for me, I've had enough. This ordeal has shattered any lingering faith I had in Clearly's commitment to customer satisfaction. I am resolutely taking my business elsewhere, where I can actually receive the products I need without enduring this Kafkaesque nightmare of delays and evasive responses.

Let this serve as a testament to the shambles Clearly has become, and let their prospective customers be warned. The disappointment I feel is palpable, and I can only hope that by shedding light on this, others can be spared the frustration and distress that has come to define my experience with this company.