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Lensabl (lensabl.com) has 880 customer reviews on Five Star Index, with an average rating of 3.1 out of 5.
Also known as
lensabl.com
Website
lensabl.com
Category
Vision & Hearing
Location
Los Angeles, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 44% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
Multiple fails in their QA, no confidence in their lab to do quality work. Zero proactive communication, waited nearly 6 weeks for my glasses and received no compensation or apology. Horrible service, would NOT recommend.
Response from LensablAug 19, 2023
Hi, David! We're truly sorry to hear about your negative experience, and we apologize for any inconvenience you've faced. Your feedback is valuable to us, and we're committed to addressing and improving upon the issues you've encountered.
We understand your frustration with the multiple QA issues and the lack of proactive communication throughout the process. This falls short of the level of service we aim to provide. We take full responsibility for any errors on our part and are working to rectify these issues moving forward.
To address your concerns, we've implemented measures to enhance our quality assurance processes and communication channels. We value your feedback as an opportunity to learn and grow, and we sincerely apologize for any disappointment you've experienced.
If you'd like to discuss your experience further or if there's anything we can do to rectify the situation, please don't hesitate to contact us. You can reach out to our Customer Support Manager by sending an email to [email protected] with the subject titled: "Negative Review Follow Up." Your satisfaction is important to us, and we're here to ensure a positive resolution.
CJ
Chia “J” S.
I sent back twice. never sight get right.
I sent back twice. Before second time we talked if the signt wont match again, I will not pay and ask refund. I had to fly away and couldn't open box for a year. (I wanted make glasses for this work trip but took so long so I left without it) They just said no refund a year later. not even willing to fix. Not even issue with them, lensbal use shipping tool calls Route. You have to download and they will out fault each other so you will go back and forth between them.
Response from LensablAug 19, 2023
Hi, Chia! We're truly sorry for the frustration you've experienced throughout this process. It's disappointing to hear that your experience did not meet our standards of service. We apologize for any miscommunication or inconvenience you've faced.
We understand the importance of a timely resolution, and we regret that your glasses did not meet your expectations even after the second attempt. Your situation is certainly not reflective of the level of service we strive to provide to our customers.
To discuss your experience further and work towards a solution, we encourage you to get in touch with our Customer Support Manager. Please send an email to [email protected] with the subject titled: "Negative Review Follow Up." We want to address your concerns and find a resolution that leaves you satisfied.
Thank you for bringing these issues to our attention. Your feedback helps us identify areas for improvement and ensures that we provide a better experience for our customers in the future.
RA
Roxanne A.
No delivery, canned responses
I wanted prescription lenses in a pair of sunglasses.
Paid for my lenses on May 31. They received my glasses on June 20. Today is Aug. 3 and they have not been shipped. I’ve emailed so many times and I just get canned responses. I’m considering cancelling the payment but I want my glasses back 😫
Response from LensablAug 19, 2023
Hi, Roxanne! We apologize for the extended delay you've experienced with your order. Your frustration is understandable, and we're truly sorry for any inconvenience this has caused.
Our aim is to provide a smooth and timely service, and we acknowledge that we fell short in delivering on that promise in your case. We're sorry for the lack of proactive communication and for not meeting the expected timeline for shipping your glasses.
We understand your desire to receive your glasses promptly, and we're committed to resolving this matter for you. To address your concerns and find a solution, we encourage you to get in touch with our Customer Support Manager. Simply send an email to [email protected] with the subject titled: "Negative Review Follow Up." This will help us better understand your situation and work towards a resolution that meets your expectations.
Thank you for bringing this issue to our attention. We value your feedback and will use it to improve our services and provide a better experience for our customers moving forward.
LC
LC
Horrible experience! Don't buy lenses from them!
Update after reply from Lensable (8/28/23): It's been almost 2 months (will be 2 months in 2 more days) since I placed my original order. I STILL do not have the glasses I ordered. Had to send it back TWICE because the 1st time they completely screwed up (cut one of the lenses UPSIDE DOWN) and had to send it back a 2nd time because they left black marks on the lenses that could not be cleaned so have to remake the lenses AGAIN. I STILL do not have the glasses I ordered and since their website tracker doesn't work for redo orders, I'm having to contact customer support almost daily to get updates on what's going on with my order since they're terrible about keeping me updated.
And despite Lensable saying that they take "full responsibility", they have not offered to reimburse for the fee I had to pay an independent optometrist to diagnose the incorrectly-made lenses in the first place (I sent them a copy of the fee) not offered any discount or compensation for the excessively long wait to get my order nor the tremendous inconvenience to me of having to keep sending the faulty product back to them. The customer service just keeps getting worse!
ORIGINAL REVIEW:
Took over a month to receive my order. Website progress tracker was completely wrong and never updated. Product I received was also made incorrectly causing terrible headaches and affected my ability to work until I took it to an optometrist who diagnosed that the lenses were made incorrectly. Currently trying to get Lensabl to take responsibility and remake the lenses.
Response from LensablAug 19, 2023
Hi, LC!
We apologize for the inconvenience you've faced with your recent order. It's disheartening to hear about the delay, tracking inaccuracies, and the discomfort caused by incorrectly made lenses.
We take full responsibility for any inconvenience and frustration you've experienced. Providing accurate tracking information and delivering a high-quality product is our top priority, and we're sorry for falling short in this instance.
We're committed to resolving this matter for you promptly. To address your concerns and work towards a solution, we encourage you to reach out to our Customer Support Manager. You can do so by sending an email to [email protected] with the subject titled: "Negative Review Follow Up." This will allow us to thoroughly investigate your case and take the necessary steps to ensure that your lenses are remade accurately and to your satisfaction.
Your feedback is crucial to us, and we appreciate your patience as we work to make this right. We're committed to learning from this experience and improving our services to provide a better experience for all our customers.
MW
Martin W.
On June 20th
On June 20th, 2023 I ordered progressive lens glasses, I provided the frame. They were unresponsive to my inquiries as to the status of the order. But after complaining they did deliver on August 2nd. But the glasses were wrong (interocular distance wrong) and I cannot use them at all. I've complained again, but no response so far.
Response from LensablAug 19, 2023
Hi, Martin! We apologize for the issues you've encountered with your recent order. It's disheartening to hear about the unresponsiveness, the incorrect interocular distance, and the overall dissatisfaction with the glasses you received.
We take full responsibility for these shortcomings and want to ensure that we rectify this situation for you. We understand the frustration this has caused, and we're committed to resolving your concerns promptly.
To address your concerns and work towards a solution, we encourage you to reach out to our Customer Support Manager. Please send an email to [email protected] with the subject titled: "Negative Review Follow Up." This will help us thoroughly investigate your case, make the necessary adjustments, and ensure that you receive a pair of glasses that meet your expectations and prescription requirements.
Your feedback is essential to us, and we appreciate your patience as we work diligently to resolve this matter. We value your business and are dedicated to delivering a positive experience with our products and services.
JS
Jill S.
If an edge polish is important to you, please read
I have used Lensabl multiple times and have been extremely pleased until this last order. My orders cost hundreds of dollars as they are for high index lenses with a very strong prescription, progressive, transitions and upgraded coatings, along with the edge polish. This last set of lenses do not appear to have been polished; this is very visible on thick lenses. Short story is this...first I was told they were polished, but with a "satin" polish not the standard shiny polish, which is the only polish I have seen in my 50+ years of wearing glasses. Upon further inquiry I was told that the "satin" polish is "courtesy" on high index lenses for strong prescriptions. Courtesy means no charge, and I paid for the polish, which should have indicated the standard shiny polish, and apparently always has in the past with no issue. Next I was told that it was my fault for not having told the lab I wanted the shiny polish. The online order form does not indicate that different polishes are available, and I find no mention of different polishes on the website. The lab did not contact me to inquire. I have never received anything but a shiny edge polish from any lab, including Lensabl. How was I to know I was to inform the lab and in what method was I to do this? I asked multiple times in our conversation how I could avoid this with future orders. I have received no response to the question. I paid for an esthetic finish that I did not receive and they refuse to refund the $15 fee. What I did receive looks like the frosted edge of an unpolished lens. Perhaps a conversation with them prior to ordering would be advisable if the order would include an edge polish. I am so disappointed with this last order that I am hesitant to use their service again, all over a $15 service...but it is the finishing touch on a strong prescription lens.
UPDATE: 10/10/2023
Lensabl asked that I contact them in reference to this experience, and I should not have engaged them again. I received an apology and was asked to return the glasses so the high luster polish could be provided. Lensabl sent me a UPS Next Day label, I sent them back, and the moment they arrived at the dock and were signed for, they "disappeared". And they stayed "lost" for 4 weeks. In my inquiries I was told that the "lab does not have them" which could imply that someone else did have them. I don't know. But they offered to replace the glasses and asked for the web address where I had purchased the frames. I provided it and tracked that vendor's inventory. From what I can tell, Lensabl never purchased the replacement frames. At 4 weeks, I requested an update, and was told my glasses were ready to be sent back to me, and that a tracking number would be provided. The tracking was not provided but they showed up the next day, again by UPS Next Day. And they were my glasses, not a replacement. So, someone had them. Was this negligence or malice? I cannot say. But what I can say is that I will not use this company again, which is disappointing. My previous orders were wonderful. I will add, if it is pertinent, all the previous orders dealt with a lab in California; this order went to a lab in Colorado. I don't know if the company has moved or is working with more than one lab. So, my advice...consider carefully. You might have a wonderful experience, or you might not.
Response from LensablAug 19, 2023
Hi, Jill! We deeply apologize for the disappointment and frustration you've experienced with your recent order. Your satisfaction is of the utmost importance to us, and we understand how crucial the finishing details are to the overall quality of your glasses.
It's regrettable that there was a misunderstanding regarding the type of edge polish you were expecting on your high-index lenses. We take full responsibility for the miscommunication and the resulting dissatisfaction with the outcome.
We truly value your feedback and are committed to addressing this issue promptly. To ensure that this matter is properly resolved and to provide you with the service and quality you expect, we encourage you to get in touch with our Customer Support Manager. Please send an email to [email protected] with the subject titled: "Negative Review Follow Up."
We want to make things right and restore your confidence in our service. Your feedback is invaluable, and we appreciate your patience as we work to find a solution that meets your expectations.
Thank you for bringing this to our attention, and we hope to have the opportunity to regain your trust and provide you with the high-quality products and service you deserve.
ZF
Zach F.
Lensabl Lost My Glasses & Refuses To Help
I placed an order with Lensabl which took a long time to ship. I asked them to change the address but they forgot to change it and they shipped to the incorrect address. They were marked return to sender over 2 weeks ago and Lensabl refuses to help find them or provide a replacement pair or provide compensation. Here is my order number #100172036
PD
Patrick D.
Unquestionably the Worst Experience…
Unquestiionably the Worst Experience Possible. Lensabl LOST my very expensive Oliver Peoples frames... never even tracked them after I paid for expedited service. So I ended up with NO glasses... and they refuse to pay for the lost frames AND the undelivered lenses, not to mention refunding the expedited shipping. I have been without my glasses for 6 weeks now... and they are just playing games. Essentially, they stole my glasses and my money ... and just have zero ability to be an ethical company and make things right. Trust some stranger on the corner before this disaster of a company. I understand why they have a 40% of 1 stars now. Shame on me for buying their BS. It's a total scam. RUN. EDIT: Per Lensabl's response to this: They told me the package was received but could not locate it in their lab. They even had me send photos of my frames so their lab could search for them. They only issued a refund and acted honorably after this review was posted. I am thankful they did, but the details are the details... and should be known in full.
Response from LensablJul 26, 2023
Thank you for taking the time to share your experience and feedback with us. We are truly sorry to hear about the difficulties you've encountered, and we understand how frustrating it can be to be without your glasses for an extended period.
We would like to clarify a couple of points to ensure there's no confusion regarding the situation. While your package was indeed lost, it happened in transit to our facilities. We rely on our mail carriers to deliver packages safely, and in instances like these, it's as disappointing for us as it is for our valued customers.
We understand the value of your Oliver Peoples frames, and we want to assure you that we take full responsibility in making sure our customers are compensated in such unfortunate scenarios. Our records show that we have issued a refund for your lenses and, in a gesture of goodwill, we are also reimbursing you for the frames you had sent in.
We apologize if there was any misunderstanding regarding this process, and we want to reassure you that our company is dedicated to resolving any issues our customers might face. Our intention has always been, and will always be, to make things right for our customers.
We regret the impression you have of our company based on this experience. It's certainly not the standard of service we aim to provide. Your feedback will be shared with our team to prevent such instances in the future.
Once again, we apologize for the inconvenience this situation has caused and thank you for your patience as we work to correct it.
