LensablReviews 6,504

Excellent experience from beginning to end. Thank you. Appreciate the new case and lens cleaner and cloth as well! Very professional.

Almost 2 months of waiting for my glasses to come to me. Customer service responds to emails after waiting several days. There is no way to call customer service to get an instant response. First they sent me an email saying my glasses arrived safely to their lab and were awaiting lens replacement. After a couple of weeks I emailed customer service only to eventually find out that they lost my glasses and would pay to have them replaced. Eventually they notified me that they had received replacement glasses and would start the lens production. After waiting almost another two weeks I again contacted customer service, they emailed a note that said they were checking on where the were. No other emails from them. One week later the glasses were delivered. I afraid I cannot confidently recommend your company to anyone.

Initially I was completely satisfied and excited about my new lenses. They were perfect as far as the prescription goes. I was able to see clearly and comfortably. However, the SAME evening I got my glasses, I was wiping them and sure enough noticed a small scratch. I was devastated because I literally just got my new glasses that same day, but I also paid extra and upgraded to scratch resistant. Why is there a scratch THE SAME DAY when all I did was wear my glasses on my face?

I had to step in once my wife tried to get just new lenses on the frames she already had and really loved, it seemed everywhere she went locally tried to charge an arm and leg for just the lenses or they wanted her to get all new frames and lenses. Thats when I got online and found lenslab, I saw the great reviews and once I input all the new info to get her lenses the checkout was a no brainer as I was able to use my amazon account which I thought was pretty cool. The whole process was very straight forward and easy to follow. I will use lenslab again and already have referred family to use them.

I ordered three pairs of glasses - first one pair that I was thrilled with, so I decided to order a 2nd pair and a pair of sunglasses. Unfortunately, the 2nd and 3rd pairs had lenses that were obviously super thick and not the same as the first - I had ordered high-index for both. I contacted customer service and over the course of several really frustrating and illogical requests, I was told that I could be sent a return box and charged a restocking fee (as the back and forth with the customer service rep took so long that the return period had lapsed). I was willing to keep the glasses, I just wanted to be reimbursed for the extra cost of the high-index that these were obviously not. Just disappointing on a lot of different levels, especially the constant requests for pictures, 2-3 days before response and the general condescension from the customer service representative telling me that "buying glasses online can certainly be complicated..." actually, not really - I've been wearing classes for 25 years and ordering online for 5. Not really that complicated at all. Too bad.

The entire experience is pleasant enough, and the packaging is superb when returned. The one thing I wasn't completely satisfied with was the price for my replacement lens. They were a polycarb lens replacement & I paid a decent amount for them, close to what one would pay for glass lens replacements. The other thing which I'm on the fence about is that I can't return for another color if I wasn't happy w/my color choice and how it turned out. I wanted to try this company to see how it'd be. The color was "OK" and I have to admit they were a better shade than other companies that were inconsistent w/theirs, but again they were 40$ plastic lens replacement, these were MUCH more when all said & done. I'd need to think about sending in another pair of frames to them for a lens replacement since it's hard to see their color lens examples from their site. I guess I'm glad I tried them, but unsure if I'll send in more frames. Will have to wait & see.