LensmartReviews 82

Deep sadness

It is with deep sadness that I find myself forced to write this negative review.
I am used to trusting others and giving the opportunity to recognize and correct mistakes since we can all make mistakes.
In my upbringing culture, if we make mistakes we apologize.
In this case unfortunately I found myself faced with an arrogant salesman who refuses to acknowledge his mistakes.
Based on a prescription from my doctor, I purchased a pair of perfect glasses from a local shop.
I thought about buying another pair on the Lensmart online store using the same prescription, as the price was very affordable.
These are glasses with progressive lenses and therefore among the most expensive.
The glasses were delivered within the promised time but, as soon as I tried them on, they turned out to be completely wrong.
In the long distance they are unusable, in the short distance they can only be used by looking extremely downwards looking at the tip of the nose.
Moving the glasses upwards slightly improves visibility up close but from afar it does nothing, they are unusable.
I would like to point out that in the package received from Lensmart there was also a plasticized paper ruler which had initially intrigued me since I didn't understand its function.
I contacted Lensmart to point out that the glasses are not suitable and to give them the opportunity to propose a solution.
They asked me to measure the PD distance using the ruler included in the package and take a photo of my eyes by placing the ruler on my face and holding it in my hand.
I naively indulged in this ridiculous game, after which they replied that the PD measurement I had communicated and given by the medical prescription was wrong as it was not confirmed by the photo sent.
It was of no use sending them my prescription and explaining to them that the PD measurement of my prescription had been measured by a professional doctor with high precision and digital instruments.
There was no point in reiterating that the glasses purchased in the local shop and made according to the prescription were perfect.
Lensmart's ruling is that the PD measurement is wrong because the photo I took of myself holding the ruler and placing it on my face did not confirm the measurement taken by the doctor with professional digital tools.
Tell me if it is possible to continue a dialogue with such an incompetent seller, who makes glasses based on measurements made with a plasticized and flexible paper ruler.
The reason why such a ruler is included in their packaging is so as not to recognize their mistakes.
So no assumption of responsibility but, on the contrary, the request for money to replace the glasses.
By the way, vision through glasses does not improve even by moving them slightly up/down or to the side. They are completely wrong.
In conclusion, my recommendation is not to take risks and not entrust the order of glasses with progressive lenses to this seller, even if you have a doctor's prescription.
My experience is one of incompetence and arrogance.

If I could rate it a zero I would. I placed an order and then immediately realized it was in US funds. The only was to cancel is via email. I emailed them immediately and they keep going back and forth offering me $7 off and then $10 off despite respectfully declining and asking for a refund. I had planned to purchase at a later date but seeing as how the the conversion to CAD funds is so large right now I couldn't afford it. They just won't refund me they just keep offering me a couple of dollars off. So instead of earning a future customer, with a family of 4 in glasses, they are on the perfect of losing me.

Third class service, they never deliver whar they promise. The promise me to deliver my glasses on 17th Sep 2024 and it's been more than thrice I visited the store the glasses are not yet delivered and getting only fake promises. Even the head Mr. Hanif is also good for nothing and not picking up the call.

It seems that the owner has got all paid review to promote his shop. For me this Lense mart services are D grade and third class.

ENGLISH: This company is a scam!

Just avoid this company at all costs!
They made my glasses wrong and I exchanged more than 20 emails with the worst customer service ever, they wanted me to go to a professional optician and make the doctor do a video of a lens' inspection proving what I was saying, after I refused to spend all this extra money for their mistakes, they keep telling my prescription was wront (it is not, I can prove I wear multiple glasses done with the same prescription and the same PD I gave to them!)... All they can offer is to refund JUST THE FRAMES of 2 out of the 2 glasses I bought, because one was on sale! Now, you made my glasses poorly (every and each of them has the left lens I can't see clearly with!) and you want to refund just the frames? And I have to pay to ship back too? I just lose all my 140+ euros buying there.
AVOID!

ITALIANO

Evitate questa compagnia ad ogni costo, mi hanno sbagliato tutti e 3 gli occhiali comprati da loro, ci siamo scambiati più di 20 mail con il peggiore servizio clienti mai visto, prima mi hanno chiesto di andare da un ottico/oculista professionista perchè facesse un video in cui ispezionava le lenti, per credere a ciò che dicevo, quando mi sono rifiutata di spendere questi ulteriori soldi, hanno cominciato a dire che la prescrizione non andava bene, anche se potevo provare di aver indossato diversi occhiali nel tempo fatti con la stessa prescrizione e lo stesso PD che ho comunicato loro! Infine tutto quello che sanno offrirmi è un rimborso di SOLE DUE MONTATURE, nemmeno delle lenti, anche se ho comprato ben 3 occhiali, perchè uno era in saldo! Loro mi hanno sbagliato a fare le lenti perchè con nessuno dei 3 occhiali vedo bene dalla lente sinistra e non solo vogliono rimborsarmi solo 2 degli occhiali e solo il costo della montatura (quando le lenti sono le più costose), ma anche farmi pagare la spedizione per rimandargli tutta la merce!
Una vera FRODE, EVITATE!

I
Paid for express shipping and have been attempting to use the provided
Tracking info to track the delivery only
For the item to mysteriously not be delivered come the day of delivery.this is my
Second order- i was pleased with the first order and did not have any issue although the glasses lasted only a few months. With the second order having been either lost or intentionally not delivered despite paying for express delivery, it seems that the results of ordering from here are at best inconsistent and at worst some type of weird scam where you are occasionally given a decent product only to help facilitate the ripoff scam, which is more likely the majority of business done.

Very bad, i really placed an order about 3 months ago. I still have not received it.
I had to email myself for this which made them suddenly say that my glasses were sold out. I had to choose another pair of glasses. I don't want this at all. I just want to receive the right items. I then wanted to cancel the whole order but they wouldn't refund me my full amount. Which i don't think is okay what it's their fault. I really don't think this is okay and want to warn you not to buy here. Hopefully i will receive my order someday... because i have been waiting long enough. This makes me angry.

I ordered my glasses it was shipped through DHL they lost it Lensmart has to put in a claim first as per DHL policy and Lensmart refused to put in a claim so DHL can compensate me.

I ordered prescription into their order form and the glasses came in so blurry I couldn't stand it. Ofcourse they said it was my fault and said I had to pay all over again. I'll not be using them ever again. Horrible system and customer service.

Received low-quality, blurry glasses. Return policy is very misleading, especially when it is only advertised as "15-Day Returns; 365-Day Warranty; Money Back Guarantee." Tried to return for a refund, but they claimed I did not enter a PD with my order - I did. So they wanted me to pay $42 TO THEIR PAYPAL ACCOUNT for shipping in order to correct the issue. I'm not going to pay anything to fix an issue caused by their system, so I basically bought a house decoration. I could return them for the cost of shipping and a 70% refund on the lenses, so I would still have paid them for no reason.

I ordered a pair of glasses and I can't see with them. I uploaded my presecription and used the online form to guess the PD. When I told them I can't see with them they mailed me a small ruler that sets on your nose and told me to take a picture and email it. Of course the number they got was different. First of all if the PD is crucial they should specify that and offer to do what they did BEFORE they made the wrong prescription. Don't tell people to use a printed pdf that's unreliable. That was a big waste of money. Now I'm out $100.

This company is entirely unhelpful when it comes to an incorrect lens/prescription. I have ONE lens that is entirely incorrect, reached out to customer service and all they say is "Sorry, we can't help with any glasses that were on sale." Every pair of glasses on their website has a sale on it, so I guess that's their way of not helping if you have an issue, even if it is due to their fault. I haven't found one thing on their website that doesn't have some type of promo, they do this so they don't have to warranty it. Such a scammy way of doing business.

One lens costs them cents on the dollar to make. Which is all I was asking for. No remake, no discount on a new lens, no partial refund, nothing. They do not hold up anything that they state in their returns and exchanges policy if you got even a penny discount on your order. After my review on another site they went on to accuse me of photoshopping my prescription. I have NEVER encountered customer service like this.

Do not waste your money, it is not worth the gamble on if there will be a mistake or not, even if it is beyond your control. There are many other websites that are better out there. As someone who purchases glasses very often, I can't imagine why losing out on a remake of one lens is worth losing a customer they probably would've made so much money on. It's wild to me, truly.

Customer service does not care about your issues, AT ALL.

The Left lense on my glasses was wrong. Axis should've been "177". The lense was only "115" on the glasses. (I used a prescription upload so I was able to look back & verify on my order) I wouldn't give such a poor review if they had ANY REAL CUSTOMER SERVICE & didn't expect us to pay shipping to fix THEIR mistakes. It's a fraud and a scam. I should've done my research first. These glasses were $80 including shipping & it's just down the drain. There is no number to call. I've tried. Steer clear of lensmart. Frames are cute but if you actually need prescription glasses, they aren't reliable!

At one point they were going to re-customize my lens and I was going to put them in the frames. Just kept sending me emails asking for more info til the 15 days was past. Just want everyone to beware.

Won't honor one year warranty on my glasses. My glasses listing says 365 day warranty, and they said it's only half a year because it's half rim! Where does it say that? These people make terrible glasses. Both my glasses I bought from them broke. Absolutely a bunch of crooks their bad reviews are all over the place listen to them.

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.

Just a warning, please be careful if you are ordering from Lensmart or Firmoo. I placed an order and it cost me $85 as I needed progressive lenses, which are more expensive. The glasses I currently have are perfect and I used the same perscription to order glasses but they are completely wrong. They are super blurry and I cannot wear them. They advertise free returns and 30 day money back gaurantee on the site but when you contact them, they will tell you any frames on sale or discount codes mean you do not qualify to return your order. Almost all their frames are on sale, so even if they mess up and get your perscription wrong, then they will not allow you to return them. The glasses I got are really nice and were really affordable but I can't use them so now I wasted that money,
I pointed out that this was their error, not mine (I uploaded the perscription exactly from my optometrist, I did not manually fill anything in) and they said I still can't return it but they will give me 25% off on my next order. No ways will I be ordering again.
Please do be careful if you order any prescription glasses as they won't take responsibility if they don't work for you. There are loads of other reviews just like this. They also blocked my review on the site so other customers only see 5 star reviews.

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 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.