LensmartReviews 82

Don't order from this company they will tell you you will can get an exchange or a refund and then they take it back the minute you want one!

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.

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.

I am beyond furious. I spent $80 and have not received my glasses. I ordered on 2/8/24. Its 3/13/24 still no glasses. Their response is total crap. I feel like I have been scammed. Very very angry customer.
DO NOT USE THIS COMPANY.

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.

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.

They have a a non working phone number on the sight. I forgot the PD. They used a default PD and said if I wanted to have them remake them I would have to pay more money to send them back. DO not order from them.

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.

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.

Pathetic customer service. I can't even see out of my progressives and they refuse to fix it. Yes, they are very good at telling you what the policy is in their replies. I CAN'T SEE with these glasses on! I have already been in contact with customer service, and they are not going to do anything to make this right. What a SCAM this company is! Don't order the special because they don't make it right because it's a special. I now have useless glasses. Calling my bank to get my money back! I should have seen that 33% of their reviews are 1 star! Bad business when 1/3 of your reviews are terrible.

Here is the constant response from them. Instead of making the prescription correct they want to offer me a coupon. What a joke. They didn't make the first glasses I ordered correct. Do yourself a favor and put your hard-earned money towards a reputable glass company. Now I have glasses I can't even wear!

Lensmart
6:46 AM (18 minutes ago)
To me

Dear Jonna Guin,
We confirm receipt of your Email.
Sorry for the inconvenience.

Since the frame you ordered is a limited-time special offer, we cannot return or exchange it for you.

You can view event rules on our event page.

We would like to provide a coupon with 25% off for you(coupon code:CD015).

Thank you for your understanding and cooperation.

I've never had to deal with awful customer service before ordering from this company. Lensmart has the absolute worst customer service ever. I can barely make out what the response email from their customer service is trying to say. They are extremely slow to respond back, I had to send multiple emails because they would forget about me. It took days sometimes. I had to ask 3 times for a return address to get a refund and twice they would respond with "are you sure you want to return them?" And they wouldn't include the return address. When I finally get the return address after 3 weeks of emails, they hide in their paragraph that they DON'T accept UPS. That was the first place I was gonna go. WHY?! I'm never ordering from this place again, it's a nightmare.

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 glasses from them on Nov 17.2023, when they finally arrived one of the lenses was wrong. They claimed I entered it wrong. (highly unlikely) But after many emails back and forth I agreed to have them make new lenses and I uploaded to them the script from my eye Dr so there would be no confusion. I had to pay an additional 68.00 for those lenses. When they arrived after a month of waiting they were wrong. I returned everything back to them. My original order was 107.00 and they refunded 53.00. They say that is their policy but they will not refund any of that money. They said that they made the lenses to the original script which was wrong! Why would I pay 68.00 to get another pair of wrong lenses? They will not answer this at all. I have several emails with them and it takes them 24 hours at least before they respond.
DO NOT WASTE YOUR MONEY WITH THEM!

I ordered a pair of progressive glasses, but they couldn't get the focus right, so the glasses could only be used for reading and not distance; I contacted their customer service, and they first asked me to order new glasses at full price; if I asked for a full refund they need me to send supporting documentation. I opted for a full refund; after 10 days of processing and sending tons of supporting documentation, they told me it was my problem, so they could only refund the frames, and I would need the glasses mailed back to them. I think the frame is 5% of the total cost.
I'm not sure how hard it would be to get a pair of glasses focused right, but I imagine it would be very difficult for this company, so I would never shop on this site; if you prefer to order online, visit smart glasses.ca, they are really good. Unlike this company

Just do yourself a favor and buy your glasses somewhere else. I spent hundreds of dollars, on multiple pairs, but when I needed an adjustment to my prescription, they refused to help and flat out ignored my messages.

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've been wearing glasses for more than 20 years and ordered online for the last 10 years, I know all about frame size, PD and I have strong myopia, therefore I pay alot of attention to these details. The problem with my order was the frame itself, the dimensions on the website vs the dimensions of the frame: numbers written on the side arm, there not the same at all. As a result the frame was much larger for my face, as it did not respect PD, lenses where much thicker also than what I have ordered 1.67 index. Lastly, the vision is not good with the glasses and the frame is cheap. After numerous messages, verifications on their side (prescription and PD) and pictures on messenger, I realized that they are frustrating scammers. They do not want to take responsability that they made a mistake on their site, they brush off their mistake as I do not know what I'm talking about and sold me cheap ill fitting frames and lenses which are unweable. After reading reviews I realized that they are not a trustable company. They do not want to fully refund the lenses and I have to return the product at my own expense for their mistake. Only solution they provide is to exchange, and throw more money at these scammers. I already made peace with the fact that I will never get my money back, but I want to inform other people to not make the same mistake as me and take your business elsewhere: zenni, eyebuydirect and clearly are good and trustable businesses. Thanks for reading!

Placed order CC************** SINCE 12/3/23...Have not received item or response to email and text asking about delivery.

Received, however, a snippy response from Lensmart Customer service about my complaint and not their service.

They emailed me that the item was shipped on Dec. 9,2023.

Today marks 15 BUSINESS DAYS - of the 14- 18 they claim is their standard.

Think it'll arrive before the year ends...since today is Friday and there will be no more business days in the year 2023?

My first purchase from them took a while but this is absolutely ridiculous.

They can rest assured they have lost me as a customer and I'll be sharing this horrendous experience as often as I can.

Maybe I'll see the item I ALREADY PAID FOR since DEC. 2,2023, sometime in 2024?

Fingers crossed.

I purchase a pair of glasses, so cute, i love them. But i dropped them and they broke. I need a frame replacement. I am aware I may have to pay the price of the frame. I sent an email and their response was that it is past the 15 day policy. That's ridiculous. So now these glasses are useless.

Secondly, I recently ordered and received 3 additional pairs
The prescription the doctor gave me was written wrong for the left lense. I asked if I could send them back and pay to replace that one lense on all 3 pairs. If not, my glasses are useless.

Their response was the same, it's past 15 days. Are you kidding me! I will pay for the fix! I will never buy from Lensmart again. Their customer service stinks. I spent almost $200, I may as well threw it out the window.