Mike
So 5 stars might seem high at first but…
Ok…so one might read my whole review and wonder why I’m giving 5 stars but please read the whole thing and hopefully you’ll understand. I ordered replacement lenses for existing frames. From placing my order, receiving the packaging, sending my frames in and getting my glasses back, it took about a month. A little longer than I thought it should have taken but the price of the lenses and desired coatings was half what I would have paid at a major chain so I was ok with it. What I was not ok with was the condition my frames were returned in. I had sent in one year old frames with, at most, minor wear. The frames came back destroyed. Screws missing, warped, dented, etc.. I contacted customer service with this information and they were more than apologetic and very sincere. They initially requested pictures of the frames to show the damage and then requested I send the frames back to be inspected to see if they could be repaired. It took about a week and they informed me the frames could not be repaired, stated they will replace them free of charge (mind you, Lensabl had to purchase these from a different retailer…they do not carry these specific frames), and immediately asked me to confirm if the frames they found were the same frames I had sent them. It took a little while to get the replacement, since they had to outsource the frames and make new lenses again. Overall the process took another month or so. In the end, I got a brand new perfect pair of glasses with my new lenses in them. Now, I’m honestly not sure if I would use their lens replacement service again, however, any company that makes a mistake, owns up to it, and makes it right without a hassle deserves a 5 star review in my book. Excellent customer service that went above and beyond my expectations to make a bad situation (of their creation nonetheless) right.
Response from LensablAug 18, 2023
Hi, Mike! Thank you for sharing your detailed experience with Lensabl. It's great to see that you had a positive outcome, even though there were initial issues with the condition of your frames. It's unfortunate that your frames were damaged during the lens replacement process, but I'm glad to hear that Lensabl's customer service took responsibility, was apologetic, and went the extra mile to rectify the situation. Your review highlights the importance of excellent customer service and how it can turn a challenging situation into a positive one. It's also a testament to the company's commitment to making things right for their customers. While you may have some reservations about using their lens replacement service again, it's clear that their responsiveness and dedication to resolving issues left you with a favorable impression. If you have any more eyewear needs in the future or if you decide to give their services another try, I hope you continue to receive the same level of attentive service. Feel free to reach out if you have any more questions or need assistance with anything else.