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.