LensablReviews of lensabl.com

There was a delay in my order being shipped; it was shipped at a slower rate than I paid for, resulting in me having to contact customer care; and then upon receipt there was a serious error with my lenses' prescription. This has resulted in further delay of being able to use my new frames as I intended for work. As there is no phone number as a point of contact, I have been at the mercy of awaiting emailed responses; especially considering that the "chat with a lens expert" is also email based and not instant messaging as it presents itself to be. When I received a response to my initial email regarding the lenses error, no solution was readily given. I first received a response stating a "post-order specialist" would contact me with a solution, but the next correspondence stated that in order "to begin troubleshooting the problem" I would need to provide a photo copy of my prescription as well as photos looking directly into the camera at eye level with and without the glasses on. I immediately responded with the requested information; however it wasn't until almost a week later that I received another email from the customer care team finally providing a USPS label for the lab to "inspect and fix this issue" upon the frames return. It took almost 2 full weeks from my initial email to receive an actual solution. My frames are now in their third week of being back at the lab to correct the error, and there is no update provided in my account when I view the order. My last email inquiring about their status and if the requested information/photos had been received was met with a form response about the inspection process and the lenses having to be reworked because of a rejection, but no answer/acknowledgement regarding the photos was given. I understand we having been living in a pandemic and that has drastically impacted many businesses, but the communication is detrimentally slow and ineffective. I really love the idea of this company, but given my experience I won't be a returning customer and I won't be recommending it to anyone I know. Fundamentally, the execution is deeply flawed.

I made my purchase with Lensabl some time in 2020 (it’s not even a year with these lenses). First, their ordering process was poor and their customer service isn’t much better. I completed my transaction, including payment of course. I received a call back from someone with their company stating they need to charge my credit card more money due to the fact that my prescription requires a prism. I asked why this wasn’t itemized during my purchase? And I do not like the fact that I purchase a product, and then they call me back telling me I need to pay more. Second, the quality of the lenses themselves is crap. I pay extra for “scratch resistant” lenses. When I say they were scratched, literally the first week, I am not kidding. And it only continued to get worse. I am very particular with my glasses, as they are my eyes. I am also extremely careful and protective of them. The lenses I received from lensabl are completely scratched up. It looks like someone dragged nails all over them. The only thing I do is wipe my lenses with a lense cloth. Therefore, I can’t explain all the scratches on my “scratch resistant fames”?? Third, before there were even any scratches, there are blemishes, that have been confirmed by eye doctor, as made in production. There are multiple blemishes within the lenses that were created during production. Honestly, these lenses were so bad that I wanted to call and ask for a refund. Talk about not getting what you paid for.... The reason I did not request a refund..? The only positive I can say is that my prescription was correct. I see very clearly. Out of desperation of needing my “eyes”, I chose to accept the scratches and blemishes and know not to purchase through this company again. BUYER BEWARE

Don't trust them! 1 week after placing my order I asked for a shipment update. They told me the frames did not pass inspection. It would take another 3-4 days. I asked again a week later and was told another day or two. Did not hear from them. I sent several emails. They have not replied. I started a case with PayPal.

After 9 weeks and 2 days and multiple emails from me to support, I finally received my sunglasses today. I inspected them and the end product was acceptable. What I find unacceptable is how long it took and how I only received updates after I contacted them….more than once. I am in a customer service industry myself and find LENSABLE truly lacking. The customer should not be the one having to pull information out of them, they should be the one contacting the customer with updates. I had to get the vendor - 3rd party that I bought the frames through involved, and he finally contacted LENSABLE on my behalf. I had planned on buying a 2nd pair of glasses from the same vendor but refuse to go through LENSABLE ever again. I did send a detailed letter expressing my frustration with their lack of transparency and customer service and received an email back that they would give me a credit of $12.70. Honestly I was shocked that LENSABLE thought this would be an acceptable response. I will not do business with this company again and if anyone asked my opinion I would tell them NOT to waste their time and money.

This is my 2nd order with this company, I submitted the wrong prescription with the first order, so not their bad on that one. It took them appx 3 weeks from start to finish to make that first pair of lenses, not too bad. When I realized I had sent them the wrong Rx, I figured I have them make another set. Wow, that was a mistake. They've now had my frames in their procession for more than 6 weeks now and every time I email about the status, I get the same runaround...."Your lenses didn’t pass our quality insurance checks. We are expediting a new set of lenses for you now. Apologies for any delay!" After 6 weeks youd think they'd get it right. Well enough is enough with the excuses. Im tired of waiting. I asked them to cancel my order, send my frames back ( which they probably broke) and refund me. Of course I never heard back from them , so I took it up with my credit card and will file a complaint with the BBB. I probably wont get my frames, but lesson learned.

Update - they sold me and $$$charged me for blue light blocker - well i tested the glasses and they do not block blue light. When i called glasses direct they told me it was out of the 30 day window and i was out of time and luck. I demanded they give me lenses with blue light block they charged me for ( not to mention I have been using these glasses for tv watching ) They offer that i may pay shipping both ways for them to test my glasses. Rip off. Anyway my husband bought his glasses from another company and they actually sent him a blue light pointer with the glasses - thats how i found out i got ripped off by lensabl

Horrible service , I received my frames with hugeee lenses that are completely not matched my vision !!! They don’t want to change , and not answering my emails anymore !!! They deleted my comment on Instagram and blocked me! Scammers!!!! Did you try to claim them to small court ? I’m thinking to do so, it is not free but if judge decides you win - they will pay all your expenses! People , try to report them on Instagram!!!!

I sent three pairs of glasses to Lensabl, order process starting 12/06/2019, today being 03/06/2021. The problems started right away. They used the incorrect coding for billing. Drawing funds from my HSA rather than FSA. Customer service contacted me on 01/28/21 to inform me that one pair could not be completed. They did offer to make lenses for another pair or I select frames from their inventory. Not knowing the quality of their products; I requested they return my glasses and I make a decision from there. They returned the pair they couldn't complete without the original lenses. Quick note, this pair was brand new and I was converting to sun glasses. The other two frames I sent in would ship 02/10/21. Upon arrival I was impressed with the quality. I was disappointed that only one pair was completed correctly. The other had the lens order for the set they could not complete. Their customer service does a great job at answering one question at a time. I wanted to know where my original lenses were and if the not RXable pair resulted from the misapplied (single vs. progressive) prescriptions . Here's what their lab stated on 02/22/2021, "Unfortunately that frame was not rxable; not with limitations to the lens type. However if you can have them sent back with the attached return label we can see that the correct RX gets used on the pair." A bit of a convoluted answer with no answer as to where my original lenses are. On 03/03/2021, they agreed to refund my money for one of the orders. Lensabl still having the coding wrong; that refund went to the wrong account. On 03/04/2021 they sort of disclosed the fate of my lenses. They returned an answer cut from their terms and conditions, "In making your brand new specs, the lens production process involves removing existing lenses from your frames...not liable for damage...There are instances where your original lenses may break during the replacement process...your lenses may get damaged and may not be returned to you." Okay, got it, but what about the instance where you deem a set not RXable? The very first line of their reply implies that hey are returning usable glasses to you, right?. The rest states the potential pitfalls which I think we also get. So, if my glasses were deemed not RXable and never went to production? Where are the lenses?? The lawyer in me would suggest they (or you should) read their terms associated with, "Frames that are not Rx'Able." Where they state the glasses will be returned to you, but say nothing about the lenses. So realize that Lensabl reserves the right to receive a brand new set of glasses and return them to you useless. I'm willing to pay for the one (1) set of three (3) they got right. The others I clearly have a problem with. Does Lensabl have processes in place to make sure they get your order right? Yes, they send bags, each with the printed prescription on them. You also submit photos for pupillary distance (where you are wearing the glasses which will receive the lens order) which are attached to your order. I state this because none of it matters if the lab technicians are inept, and not responsible for damage. Many developing companies have hiccups along the way. Note that the request for this review was sent by Lensabl when I had yet to receive a product. They have been awarded plenty of chances to realize they should not charge me for their mistake.