Lensmart Online Reviews

HORRIBLE CUSTOMER SERVICEI had a terrible experience with this company. I live outside the US but was coming back to visit family, so I ordered some glasses and provided the shipping address where I would be for over two weeks, (Florida) When my glasses didn't arrive, I requested tracking information and found they had shipped them to my billing address (not even the full address) which is just a mail forwarding service. I reached out to the company asking for assistance and they kept giving me the tracking info and just kept telling me to track my order. Over and over again, that was their response "we shipped it to the address provided" THIS IS A LIE. I showed them proof on the order and on their website that I had put in a shipping address for Florida. They did not ship it to the address I provided. They were like parrots, just repeating the same tracking info. The mail forwarding service searched for the pkg. and they do not have it either because even the billing address was incomplete. Now this is weeks of me trying to find the pkg. and communicate with LenSmart and their different couriers. When I tried to get a refund, they said the window to get a refund has expired. So now I'm out my money and also don't have my glasses. Their customer service is horrible. No one has reached out personally to 1)acknowledge their error 2)rectify the situation and offer me my money back or simply replace the order and send it to the correct address that was originally placed on the order. EXTREMELY frustrated and disappointed in this company and I WILL NEVER buy from them again nor recommend them to ANYONE

This is a company who will...This is a company who will only communicate via email - and, if you live in America, will email overnight as they have outsourced their support. So, you cannot engage in conversation and be done in a day. It will take you multiple days to get anywhere (for my one order, it took me two weeks). If only this was the worst part! I have three glasses from them. I only ordered the other two thinking that my initial purchase (and hope of return) was being used towards those other two. AND! The issue with my first pair was made into my fault by having the "wrong PD". Nope - the next two pairs I had the SAME issues. The Rx is completely off on all three pairs of lenses. It makes me feel as if I have vertigo. Now - I've used Warby, Zeelool and Zenni - I can say that I've NEVER had this issue with any of their online ordered glasses. This is a company who will only take your money. Nothing else.

Horrible customer service & Poor qualityI purchased a pair of glasses from them for the first time. Shipping was okay; came in two weeks. My issue is that the glasses were poorly made. They were thin, fragile, and easily bendable in the middle of the frame. I emailed them first and after a couple of days I still haven’t gotten a response. So, I sent them a message on Messenger and they responded about 2 days later. They are giving me the run around with the return. When asked for the shipping address, they replied with questions about other options that I kept declining. It’s like they are stalling to avoid giving me the refund. This conversation went on for 2 weeks and they would take 1 or 2 days to respond. I’m still waiting on the return address and confirmation. I usually purchase from Zeelool and Zenni and wanted to give them a shot. Nope, never will purchase from them again! Horrible customer experience, service, and product! And, what I find interesting is that there is no way to post a review for the product on their site. All of the reviews seem to have amazing reviews as though they were with paid or bots. Seems sketchy. I saw some reviews that they purposely made the lenses incorrectly to prevent giving full refund. I looked at mine and lo and behold the lenses are wrong, which is why they were asking particular questions regarding if I can see clearly out of them. Pay attention to the 1 star reviews. Similar experiences.

DishonestsPlease do not waste your money on this company. My glasses arrived 100% wrong, including the prescription, which makes them unsafe and unusable. This was entirely their mistake, not mine. After countless emails and begging customer service to take responsibility, they finally agreed to a return , but only if I paid for the shipping myself. I paid $42 out of pocket to return the glasses. Unfortunately, I did not notice a detail buried in their message about a 7-day return policy. Because of this technicality, they later informed me that they would not issue a refund, even though the prescription they provided was incorrect. To be very clear: I paid for the glasses I received glasses with the wrong prescription I paid expensive return shipping They kept the money They kept the glasses So I lost everything, while the company took no responsibility for their own error. Their customer service was rude, cold, and dismissive. Instead of correcting a medical-grade mistake, they hid behind fine print and deadlines after already admitting the order was wrong. This experience felt dishonest, unethical, and deeply frustrating. I was effectively charged twice for a mistake I did not make. Please think twice before buying from this company. If something goes wrong — even when the error is clearly theirs and involves an incorrect prescription — you may lose your money with no real support or accountability

Well made for such a budget glassesI write this review as someone who orders a lot of glasses. Usually about a fifty pairs a year. Not just myself, but for my friends and colleagues as well. I have only discovered this store in this march and already have received 20 pairs. All of them are fair quality with a well made lenses. Recently I made a typo when filling the recipe for lenses. The same one as a one-star-reviewer over here. And Lensmartonline were very inviting when I contacted a customer service about it. And that was despite the mistaken lenses were already being manufactured. It is possible I am valued more than him due to bigger volume of my orders. Maybe I just asked more nicely. I recommend this store. The quality and features they deliver is downright miraculous for such a low price.

Do Not Use This CompanyThat was not my experience at all. The glasses took forever was the only similarity in our stories. I did not like my frames, they also arrived bent and vision wasn’t accurate. I have gone thru weeks of round by round questions and requests without them even giving me a refund. There is no refund policy! They work to wear you down so you give up. I contacted the Better Business Bureau and they won’t even respond to them. Now that I’m putting up negative posts and ratings, they reached out again offering a reduced refund. This has been going on for over a month! Still no refund. DO NOT use this company. I did not have these issues with Zenni or ZEELOOL. This company is full of scammers and needs to be shut down and fined.

Scam and FraudDelivery was fast, however that is the only good thing I can say about them - frames were scratched, and had marks from production. The gold frames look extremely cheap, not like the ones on the website. The lenses were thicker than what I had paid extra for. I also admittedly made a mistake inputting the PD, and the lenses were unusable. I realized later their website showed a slightly different prescription (positive signs instead of negative on the Cyl parts), so I do not know if I input that incorrectly, or if it was changed, as some customer reviews state their prescriptions were changed for them to get more money on recustomization. Customer service responses have ranged from asking me for photos, different photos, video, if I had tried putting toothpaste on scratches - who puts toothpaste on brand new glasses, or any glasses for that matter?? I circled the scratches and defects in red and labeled them because they "couldn't find them" before they apologized for the frames, although they then referred to them as "broken" instead of damaged. Was then offered to be sent a replacement, before changing their statement to it would cost *more* than my original order price for a replacement. Their refund/return policy seems like a series of loopholes so that they will not replace/honor it, and the customer service appears designed to aggravate/insult until you give up or give them more money. The only way to contact customer service is through messenger and email, which is a red flag. They do not post their return address, and will only say it's different than the address on the package, and will give you the run around before finally sending it to you. (They were sent from China, return address finally given is in CA - specifically, for anyone else who cannot find a return address online, and is getting the run around from customer service, it is: 5636 Birchbay Ct. Rancho Cucamongo, CA 91737 Consignee: Lensmart ). In the end, they tried to say I would have to ship the glasses back to them on my own, and they could only refund for the frames, which is against what their website shows. After reading the positive reviews, I'm convinced that the majority were either paid, employees, or bots - almost all of them have terrible spelling, grammar, and speech, and have to have been written by bots or someone learning English as a second language. A complete scam and fraud, do not waste your money.

Scam and FraudDelivery was fast, however that is the only good thing I can say about them - frames were scratched, and had marks from production. The gold frames look extremely cheap, not like the ones on the website. The lenses were thicker than what I had paid extra for. I also admittedly made a mistake inputting the PD, and the lenses were unusable. I realized later their website showed a slightly different prescription (positive signs instead of negative on the Cyl parts), so I do not know if I input that incorrectly, or if it was changed, as some customer reviews state their prescriptions were changed for them to get more money on recustomization. Customer service responses have ranged from asking me for photos, different photos, video, if I had tried putting toothpaste on scratches - who puts toothpaste on brand new glasses, or any glasses for that matter?? I circled the scratches and defects in red and labeled them because they "couldn't find them" before they apologized for the frames, although they then referred to them as "broken" instead of damaged. Was then offered to be sent a replacement, before changing their statement to it would cost *more* than my original order price for a replacement. Their refund/return policy seems like a series of loopholes so that they will not replace/honor it, and the customer service appears designed to aggravate/insult until you give up or give them more money. The only way to contact customer service is through messenger and email, which is a red flag. They do not post their return address, and will only say it's different than the address on the package, and will give you the run around before finally sending it to you. (They were sent from China, return address finally given is in CA - specifically, for anyone else who cannot find a return address online, and is getting the run around from customer service, it is: 5636 Birchbay Ct. Rancho Cucamongo, CA 91737 Consignee: Lensmart ). In the end, they tried to say I would have to ship the glasses back to them on my own, and they could only refund for the frames, which is against what their website shows. After reading the positive reviews, I'm convinced that the majority were either paid, employees, or bots - almost all of them have terrible spelling, grammar, and speech, and have to have been written by bots or someone learning English as a second language. A complete scam and fraud, do not waste your money.

Scam and FraudDelivery was fast, however that is the only good thing I can say about them - frames were scratched, and had marks from production. The gold frames look extremely cheap, not like the ones on the website. The lenses were thicker than what I had paid extra for. I also admittedly made a mistake inputting the PD, and the lenses were unusable. I realized later their website showed a slightly different prescription (positive signs instead of negative on the Cyl parts), so I do not know if I input that incorrectly, or if it was changed, as some customer reviews state their prescriptions were changed for them to get more money on recustomization. Customer service responses have ranged from asking me for photos, different photos, video, if I had tried putting toothpaste on scratches - who puts toothpaste on brand new glasses, or any glasses for that matter?? I circled the scratches and defects in red and labeled them because they "couldn't find them" before they apologized for the frames, although they then referred to them as "broken" instead of damaged. Was then offered to be sent a replacement, before changing their statement to it would cost *more* than my original order price for a replacement. Their refund/return policy seems like a series of loopholes so that they will not replace/honor it, and the customer service appears designed to aggravate/insult until you give up or give them more money. The only way to contact customer service is through messenger and email, which is a red flag. They do not post their return address, and will only say it's different than the address on the package, and will give you the run around before finally sending it to you. (They were sent from China, return address finally given is in CA - specifically, for anyone else who cannot find a return address online, and is getting the run around from customer service, it is: 5636 Birchbay Ct. Rancho Cucamongo, CA 91737 Consignee: Lensmart ). In the end, they tried to say I would have to ship the glasses back to them on my own, and they could only refund for the frames, which is against what their website shows. After reading the positive reviews, I'm convinced that the majority were either paid, employees, or bots - almost all of them have terrible spelling, grammar, and speech, and have to have been written by bots or someone learning English as a second language. A complete scam and fraud, do not waste your money.

DO NOT SHOP HEREThe absolute WORST customer service experience of my life. On September 21, 2023, I ordered over $100 worth of, from what other reviews I've recently found tell me, sh#t quality glasses from this company. First of all, they tell you shipping takes up to 2 weeks. Unfortunately I had to change my mailing address because I moved during the time I was waiting for the order to be delivered. They ship through USPS, so I got a notification saying my package was forwarded to the new address on Oct 16, and with no further updates 2 weeks later I reach out to their customer service email and after back and forth arguments (yes they straight up argue with you) this is a direct quote in part of their response: "We have shiped the order to the address you filled in the order. We are not responsible for the problems caused by the logistics company". Okay fine, sh#t customers service if you ask me, but then I try to file a claim on USPS and the tracking number aparently is not eligible for any type of refund from USPS because they did not insure my package before sending. So long story short, they do not give a sh#t if you recieve their products once they have your money, and again from reviews I've recently read, they also don't give a sh#t if you recieve defective products from them. So I am out over $100, with over a month of my time wasted, and after explicitly stating how disappointed I was with their customer service and ensuring them I would never be shopping on their website again, they had the audacity to offer me 25% off my next order. HAHAHA, like what the actual F#CK?