LensablReviews 6,504

I had one pair of glasses get replacement lenses through lensabl several months back and was very satisfied. This time around I had an issue with the returned product; the frames were distorted and morphed. I reached out to customer support who handled the situation relatively well. The communication was ok, could have been better. I felt like i had to reach out too many times to get answers, also the final product they returned to me, albeit much better, is not perfect. The last email i sent to the customer service rep who was dealing with me was responded by another individual. I would have liked some follow up, maybe a discount code for future lenses, and some sort of recognition of the situation.

I order my lens and Bose frame on Dec. 11. I did not receive until February 2nd. I emailed 5 times to get status updates. Only one email was returned. For over month the website status said shipping in 3 days.

When I finally received my lens the left lens polarization is way off. Any screen I look at is massively distorted. An issue I do not have with countess other pairs of polarized sun glasses. So in the end, I massively over paid - for lens that were massively late - and lens that are not correct. Complete waster of time, money.

The initial purchase and process of sending my frames in was simple enough. However, this was about the only simple part of the process. After being delivered to the lab, my frames took over a month to complete. Throughout this entire process, I never received any notifications from the company to let me know they would be delayed. Only after I emailed customer support did I receive a response promising that they would be done in a few days. Weeks later, I still had not received my frames and had not received any further updates from customer support. Once again, I had to email customer support to chase after my glasses and I was told again that my frames would be completed in a few days. The customer support agent was neither apologetic about the month-long delay or empathetic to the fact that I had been waiting so long for my glasses so that I would be able to see, and did not offer any solution other than for me to continue waiting. I finally received my frames over a month later. The construction and lenses seem fine, but the long wait and poor customer service experience left me with a bad taste.

I have used Lensabl before with good results. But this time I made the mistake of combining two jobs into one: a pair of bifocals and a pair of computer reading glasses. The frames I sent were quite different. Imagine my horror when my order came back with the bifocals in a totally unsuitable skinny frame which I intended for the computer prescription. The other, roomier frame had the computer lenses. I have contacted Lensabl and requested a remake.

It took over two months from the time my glasses and prescription arrived at lensabl to get them shipped back to me. It took them at least three tries to get my lenses correct, but I only know that from repeatedly reaching out to ask why it was taking so long. They never once offered up an update on their own. Now that I have my glasses, my vision is poor in one eye. I will soon get my eye doctor to measure the lenses to see if they were made correctly. However if the lenses are correct and it is the prescription that is wrong, my eye doctor only offers a free retest within 60 days. Thanks to Lensabl's abysmal service, I am outside of that window.

The turnaround is usually great on these. This time they went back to the lab about 3 times before they shipped. While it was good that they were doing some quality checks the work being done is clearly not to standard on the first try. It took a month to get them back. Checking social media posts when it was taking so long it seems it's become quite a problem recently.

I have seldom taken the time to write a review, but today I have time. I purchased 3 pairs of lenses for my my 3 frames. Totaling over 700.00 dollars. One frame lens was not put in correctly. They offered to fix it for an additional 25.00 dollars. I was a loyal customer until now. Never again. I will send out to another company to correct. They never ever have to worry about doing business with me every again.

I've had 6 pair of eyeglasses done with you. First three - no problem. In fact, so very pleased with the results that I decided to send three new frames. In early December I spoke with someone@ Lensabl to arrange for a box for all three, placed the order online and $500+ was charged to my cc immediately.
I understand the order was placed during the Christmas season and it is the time of COVID, but it took weeks to receive the empty box and although I return shipped the same day, it was several weeks before you received. Fortunately the shipment wasn't lost, but seriously, rethink using the USPS.
The three completed pair of glasses arrived on January 28 - nearly 2 months after initial order! That said... two pair are prescription sunglasses and they seem fine. The third, a pair of Judith Lieber frames, is not. I upgraded the order for thinner lenses (Lens Options: 167 + Standard AR), which I should think would NOT have lens edges prominently visible! Looks like lenses were not properly fit into the frame. I've checked against the other pairs you have completed and NONE show this much of a whitish lens edge! Please have someone contact me asap.