LensmartReviews 82

Just horrible! Their site claims 15 day refunds and money back guaranteed. I took a chance on them and I regret it! I received the glasses, but they look horrible. I message them because I'm wanting a refund. They're telling me I can only get 70% of my money back. Do not buy from them.

Delivery 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 *******
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.

Rude, argumentative and just wants to fight about how is right. Instead of looking back into emails for proof they screwed up the lens

They messed up my progressive lenses so I ordered bifocal lenses to replace the progressives. I also ordered 2 pairs of glasses. What arrived was the 2 sets of replacement lenses that I ordered, 1 of which was not properly done and 1 pair of glasses, along with 2 more sets of lenses that I did not order. They refuse to send the other pair of glasses that I ordered and tell me that I actually received 3 pairs of glasses and that they only sent 2 pairs of lenses. This despite my providing them pictures of everything that I received. DO NOT DO BUSINESS WITH THIS COMPANY.

Ordered 25 days ago and never received legit tracking info. Was given USPS tracking number that claims package has been received and is in New York awaiting USPS (several times per day). Scam site. Company does not respond to inquiries.

Horrible customer service.
Low quality eyewear.
Too good to be true.
They buy all of their reviews by sending free products and offering free shipping.
Do not but from this company!

I don't see. The communication worsted. They returned only part of my money. Horrible experience. Don't have any official address

Ordered October 6th. Still no glasses. They're shipped from who knows where opposite end of the world. I would never give them a 2nd chance. I will stick with my prior great experiences with Zenni. They claim 14-16 business days. Oct 10th they appear to have made it to a shipping partner facility. Today November 3rd is the 18th business day & we still have no glasses for my son. Stay far away from this place

DO NOT TRUST THIS COMPANY

They sent me the wrong glasses. Now they're asking for more money to send the correct pair! I had a feeling this site was scammy and I should have trusted my intuition. They don't have a number to call. I've been messaging them on Facebook for days. They just say the same thing over and over, claim they'll help, disappear, then come back to give you the run around again.

They claim I ordered gray lenses but even sent me confirmation of the brown lense. See picture below. After I pointed that out, they changed my order to gray and sent me that! I paid the extra money to have the thin lens. You tell me if that's thin?!?! Smh the other pair was correct. That one was the appropriate thin lens. But, they're claiming they can't make the faulty pair less. They have asked me to shave it down myself.

It's unfortunate because my prescription is pretty bad, so I have to pay more money for the thin lenses. This means 100 for a pair. All that money gone.

I never received my package. They just blame the usps and it's my problem to figure it out. Just lost my $. Terrible customer service.

No refunds are allowed! I read the refund policy several times, no where did it state that I couldn't return my items but it did have a short return window. I have wasted 4 days of going back and forth with people over email and keep refusing to let me return my items. Shame on me I should have listened to the other reviewers. Buy but don't think you can return them. I ordered a few different pairs to try them IRL to see how they suited my face. I liked one and tried to return others. Nope! Can't do that! So irritating. Not worth the hassle. The emailing back and forth alone is irritating when they keep asking you the same questions.

I ordered a pair, told them to change my addressso theu suspended my order. Told me to place order for another pair and they will refund the suspended order.So did I
1.my packahe never arrived. When it got closer to my location they called usps to send yhem the product back and not to deliver
2. They Didn't give any refund for my suspended order

I ordered two pairs of computer eyeglasses. Both arrived with incorrect lenses. Though their website claims to have a refund policy of 15 days after receiving the glasses, it was impossible to get a refund address. Their chatbots kept stalling with questions when using their "customer service" email address. Never could get my money back and have two useless pairs of glasses!

I ordered two pair and didn't receive them. The response from the company, in broken english, is that they are moving through USPS. That is a lie. The only info is the label was created the day I placed the order. No updates since. It has been 4 weeks now. After reading through all of these comments, I wish I would have found before placing order. I will be contacting my bank to reverse charges.

TERRIBLE COMPANY, DO NOT ORDER FROM THEM. I wish I could give them ZERO stars. I got my bifocals reasonably fast, left lens is fine, right lens is completely wrong. Lensmart goofed on the cylinder reading on my RX and then tried to blame ME for the error. Said I wrote it wrong on the order form! I didn't fill out an order form; I sent them the RX and THEY filled it out wrong. I was an optician for 22 years and didn't have a successful practice by messing up RXs! They offered to refund me the price for my frame: $6. It would be laughable if this outfit wasn't so crooked. They then said they would remake the bad lens if I paid again. Their answer is always "lenses are a custom product and cannot be sold twice". Yeah, that's why you want to make them correctly the FIRST time, because if you don't the company must absorb the cost, not the customer! See incorrect RX information in the 2 photos. False advertising, NO real refund policy, NO customer service, and the quality of the goods is terrible. Add to that the fact that they do all this work OUTSIDE OF THE US. DO NOT BUY FROM THIS SHADY OUTFIT.

Glasses arrived with an incorrect prescription. Customer service initially told me I would have to pay full price for replacement so I said no thanks. Now they are emailing me for more "details" about the lenses every day. At this point, after a week of very short emails every morning saying stuff like "e you mean by no reading part? Be more specific", I think they're just trolling me and have no intention of making this right. Ah well, I went for cheap glasses and got what I paid for. Zenni or eyebuydirect are great sites with wonderful customer service. Stick to those and avoid lensmartonline!

Please! Please! Don't buy anything on line from these scamers. They are stealing your money, they did not send my prescription, the minute I put them on my face I got a headache instantly and could not even see what the look like on face in the mirror, the headache lasted two days. I took them my eye doctor for proof, and they weren't even close to my prescription, they said I put in the wrong prescription, which is a straight up lie. The prescription never changed but was correct the first two orders. Then after proof from my eye doctor they deleted my account, so you can't see the order with my correct prescription. Then asking to send more money to correct them. They are being investigated, not to mention the BBB had given them a F rating. I have contacted my bank as well they are investigating them and has reversed the charges. They are not in this country so do your research, or you will be very disappointed. My doctor said they will be posting in all their offices of the scam. Because it's not the first time, thank God Visionworks is is state wide in the USA. I have contacted the US Sales Commission office about them a well. Do not go on their site to check for their reviews. Research all the other sites the have a two star reviews from wrong prescriptions to not receiveing they eyeglasses at all. Their customers service don't reply to until around 2:30 am while your asleep, meaning they are not in the US. The first time they eye glasses came from NY, second time MO, this time from someone name Jane no last name and not a real address in the US. Also most reviews on Facebook are fake, and anyone who post their scam on Facebook, the block you. They are looser, stealing money from people instead of working a real job. Also I have Vision insurance, purchase legit eyeglasses for a lower price.

Do not buy. The "support" team will absolutely refuse to give you any information for a return. The "support" phone number is always busy, there is no adress listed amd the "support" team will do the absolute best the can to give you the run around on returns. Be warned stay away.

I ordered 2 pairs of prescription glasses and a case on 12/13/22, and regret it. At best they suck, at worst they're full on scammers!

Their website promises 2 weeks shipping on one page, but then says 7-10 days processing and another separate 14-20 days shipping on to of that on another page, neither of which mention where the shipping comes from in the first place. I wish I'd seen that before I ordered with them because those are just red flags 1 & 2.

The provided tracking information from the seller claims it "arrived at shipping partner facility, USPS awaiting" but it's been stuck at Addison TX in that limbo since the 19th, and USPS doesn't have it. I contacted the seller's customer service email and was given no answers. Instead they totally sidestepped my concerns and tossed out a lame excuse about how "ports are backed up"—but if it's already in my state as they imply (but notably never actually say), no ports would be involved: Red flags 3-5.
Throughly suspicious now, I started digging them up online and finally got a lead when I saw the USPS gov site showed the carrier as a third party company called "Fast Track Express, Inc." when I entered the tracking they gave me.
I looked up that carrier and eventually found a Reddit post explaining how that carrier is in China, known for looong shipping times and even scams, and how to check where my package ACTUALLY was. Use the site trackingmore.com and select "Ltexp" as the carrier first, then enter your tracking number and search. (If you let it auto-detect the carrier it will still say usps with only the fraudulent info of where they want you to think it is, but that's only where the USPS label is! It's loophole BS to buy time. They slap that label over your item if/when it reaches the US location stated by USPS and hide the real overseas shipping times and locations prior to that from everyone who doesn't obsessively dig at an obvious lie until they find how to see that info like I did, and my thanks to Reddit for helping!)
The actual location of my glasses is and has a Shanghai port this whole time!
I emailed them again, this time with screenshots of my findings and asked them to explain why they'd deceived me from the start (I need those new glasses to relieve eye strain headaches, I'm legally blind without glasses and never would have ordered from them had I known the actual ETA!)

They gave me a worse brush off than the first one, simply sending the exact same fraudulent tracking link and literally saying "don't worry". No explanation, no answer, no apologies, just the lie I already caught them in and a dismissal.
After getting that response, I checked the trackingmore progress again, but there wasn't any new info since Shanghai 15 days prior.
So, since there's no way to leave reviews on the site Lensmartonline.com (yet another red flag there!) I'm writing one here to hopefully save others the fiasco of their abysmal service and deliberate deception. I will be filing a dispute with my bank.