Lensmart

Received defective lenses, customer service refused to accept return/exchange. Their "15-Days return policy" is a lie. Instead they offered a 10% discount coupon for next order of another pare of defective glasses. Stay away.

Ordered October 6th. Still no glasses. They're shipped from who knows where opposite end of the world. I would never give them a 2nd chance. I will stick with my prior great experiences with Zenni. They claim 14-16 business days. Oct 10th they appear to have made it to a shipping partner facility. Today November 3rd is the 18th business day & we still have no glasses for my son. Stay far away from this place

I always order from glassesUSA and I've never had any issues with my prescription glasses.
I decided to order 2 pairs with Lensmart and I couldn't use my glasses because they messed up on the prescription. I messaged them back asking for them to fix the problem however they said that they don't take any returns after 15 days of purchase even though it was their mistake. So I lost my money and I can't use the glasses because they couldn't follow a simple prescription order. It was a huge mistake ordering from this company.

Awful customer service.
I ordered 2 pairs of progressives. Uploaded my script - they didn't ask any questions. Glasses arrived and I can't see out of on pair and after a week of off communication they tell me it'd my fault because I didn't include the PD number. So it's my fault and I would need to pay for new lenses and I can send them the money via Pay pal! WTH!
If it was necessary to have the PD number to make my glasses accurately then why did the make it without that information?
Don't waste your time or money on this shady "company".

I ordered two pair and didn't receive them. The response from the company, in broken english, is that they are moving through USPS. That is a lie. The only info is the label was created the day I placed the order. No updates since. It has been 4 weeks now. After reading through all of these comments, I wish I would have found before placing order. I will be contacting my bank to reverse charges.

Ordered 25 days ago and never received legit tracking info. Was given USPS tracking number that claims package has been received and is in New York awaiting USPS (several times per day). Scam site. Company does not respond to inquiries.

I've always ordered from Zenni, never had issues with them before so I thought I'd check out lensmart, their advertisement of free returns and exchanges is what sold me. Too bad that apparently only applies to their customer in the states. After informing customer service that I live in a boarder town and could easily send this from the states, im still expected to pay for the return. It's like I'm talking to a robot. There's zero customer service, every disappointing reply ends with "thanks for your patience and understanding." It's too bad because out of the 3 pairs of glasses I got. I love two of them but I will never order from here again & I'll ensure none of my friends or family do either.

UPDATE: 13 hours after posting this review lensmart messaged me again saying they got approval to refund me directly and that I could just keep the glasses BUT I need to delete the negative review! Kinda shady but I said sure, I'll delete the review once I get the refund. They replied back basically saying oops sorry, we take it back but if you still delete the reviews we were give you a special offer. Also note this is not a non quality return, the glasses literally slide down my face. I ordered 3 pairs all with the same prescription and PD and the other two pairs are perfect. This specific pair is clearly just made poorly. So no, the rules are on your website (which I have yet to actually find myself and encourage everyone to try to find) about non quality returns does not apply.

I don't see. The communication worsted. They returned only part of my money. Horrible experience. Don't have any official address

Do not buy glasses from here! Save your money. My glasses came 4 days late (I paid for expedited shipping.) And when I got them, one of the lenses were popped out of the frames! They are very cheap quality glasses!

I ordered a pair, told them to change my addressso theu suspended my order. Told me to place order for another pair and they will refund the suspended order.So did I
1.my packahe never arrived. When it got closer to my location they called usps to send yhem the product back and not to deliver
2. They Didn't give any refund for my suspended order

I ordered sunglasses with a prescription lens. Days after ordering, I received an email saying that the lens didn't fit the frame, I should get another pair. The lens did not fit in the other frame I chose. I asked for a refund of my $100, which I paid with a virtual card. I gave them my bank account details and asked for a refund. They did not refund the money. They stole $100 and they won't give it back. I have sent 14 emails so far, to no avail. I have contacted the Ombudsman and Consumer right UK for help.

Order glasses, send RX, didn't include the PD, followed company measure rule, while was not easy to figure out. Glasses came in made me super dizzy (cant wear). Jumped through hoops trying to get them fixed. For Lensmart to tell me its my fault and I need to pay another 96$ for new lens, that most likely wont work again...

I ordered two pairs of computer eyeglasses. Both arrived with incorrect lenses. Though their website claims to have a refund policy of 15 days after receiving the glasses, it was impossible to get a refund address. Their chatbots kept stalling with questions when using their "customer service" email address. Never could get my money back and have two useless pairs of glasses!

I ordered from Lensmart 3 months ago and my package never arrived. After many email with costumer service they still has not done anything. They promised me multiple times to send the glasses in 14-18 business days and send me unvalid tracking links. After 3 months I wanted money back and they still keep me waiting. This company and their costumer service is a complete joke, they are highly unprofessional. I would never order from here in the future.

I bought frames only. Didn't like them. Is impossible to figure out how to return them. Lesson Learned: Never buy from by unknown online company without first reading customer reviews!

I ordered my new glasses with Lensmart in December of 2023. I had the darndest time trying to find out what the pd was. Customer service was very responsive (that's what got them the 2 star instead of a 1 star) but I tried everything they told me to try, in order to get the pd, but nothing seemed to satisfy the customer service. I finally compared their frames to my old frames to prove that the pd that was on the inside of the nose bridge of my frame the the whole time, was the same as the pd that they said their frames were. Then at aboout the beginning of 2024, they told me the frame I had chosen was out of stock and told me to choose another pair. Ugh! I explained I would wait and I wanted to move forwards and get my glasses, finally. In the beginning of February, when I finally got my new glasses from Lensmart, I could hardly see straight. It is now the middle of February and I have excercised my eyes everyday wearing these glasses, trying to focus. I can see but my eyes keep wanting to cross with a distanance of more that 2-3 feet. My eyes burn and I get headaches. I cannot figure out what went wrong. I will need to go to a local optomotrist. I will also NEVER buy glasses online again.

I ordered 2 pairs of glasses in September of 2022. While they charged my card, never sent the order. The only venue to get in touch with them is through email. So I followed up several times to get an update but received no response. Eventually I had to dispute the charge to get my money back as never received the goods.

Just horrible! Their site claims 15 day refunds and money back guaranteed. I took a chance on them and I regret it! I received the glasses, but they look horrible. I message them because I'm wanting a refund. They're telling me I can only get 70% of my money back. Do not buy from them.

Glasses arrived with an incorrect prescription. Customer service initially told me I would have to pay full price for replacement so I said no thanks. Now they are emailing me for more "details" about the lenses every day. At this point, after a week of very short emails every morning saying stuff like "e you mean by no reading part? Be more specific", I think they're just trolling me and have no intention of making this right. Ah well, I went for cheap glasses and got what I paid for. Zenni or eyebuydirect are great sites with wonderful customer service. Stick to those and avoid lensmartonline!

Have been "quality inspecting" for 20 days now. Customer service is a JOKE and still have no real answer. Then They tell 20 days later that one of the frames I ordered are out of stock after they've already finished processing? Reached out several times with no answer. They need to be reported. I'd give zero if I could.

Horrible customer service.
Low quality eyewear.
Too good to be true.
They buy all of their reviews by sending free products and offering free shipping.
Do not but from this company!

AVOID LIKE THE
PLAGUE!

If I could give less than 1 star. I would.

Awful awful company. Reply times usually 24 hours longer or more. After a long wait, glasses came. They gave me a splitting headache. I asked for a refund and despite their money back guarantee, they said this was not possible.

Despite, having measure my PD with the specsavers app. They said this was wrong but for a fee they would send some new lenses with the correct PD.

Several weeks later, no package. They put the wrong address on the label, managed to track the door down from the tracking picture. Put them in, exactly the same problem. Despite me sending them my full prescription.

I've contacted customer services and strangely enough they haven't replied.

I've paid nearly £100 for glasses I can't
Use.

Don't waste your time or money.

DO NOT TRUST THIS COMPANY

They sent me the wrong glasses. Now they're asking for more money to send the correct pair! I had a feeling this site was scammy and I should have trusted my intuition. They don't have a number to call. I've been messaging them on Facebook for days. They just say the same thing over and over, claim they'll help, disappear, then come back to give you the run around again.

They claim I ordered gray lenses but even sent me confirmation of the brown lense. See picture below. After I pointed that out, they changed my order to gray and sent me that! I paid the extra money to have the thin lens. You tell me if that's thin?!?! Smh the other pair was correct. That one was the appropriate thin lens. But, they're claiming they can't make the faulty pair less. They have asked me to shave it down myself.

It's unfortunate because my prescription is pretty bad, so I have to pay more money for the thin lenses. This means 100 for a pair. All that money gone.

No refunds are allowed! I read the refund policy several times, no where did it state that I couldn't return my items but it did have a short return window. I have wasted 4 days of going back and forth with people over email and keep refusing to let me return my items. Shame on me I should have listened to the other reviewers. Buy but don't think you can return them. I ordered a few different pairs to try them IRL to see how they suited my face. I liked one and tried to return others. Nope! Can't do that! So irritating. Not worth the hassle. The emailing back and forth alone is irritating when they keep asking you the same questions.