Cuong L.
Turnaround time not great
It took way too long (almost 2 months) for my replacement lenses to be made and shipped back to me. There was also no communication that my lenses had to be remade. I only learned of the delay when I had to reach out to customer service after a month of not hearing from anyone. I feel that I should have gotten updated if there was in fact a delay. Overall, not a pleasant experience. Only bright spot is that the lenses appear to be of good quality.
Response from LensablJul 26, 2023
We are sincerely sorry to hear about your recent experience with our service. We completely understand how important clear and timely communication is, especially when there are delays with an order. We apologize for any inconvenience caused by the extended timeline and lack of updates. We have a system in place where an automatic email should be triggered and sent to the customer in case of any delays with their order. We apologize if you did not receive that email. Rest assured, we will have our technical team investigate why this email may not have been successfully delivered. We are pleased, however, to hear that you found the quality of your lenses satisfactory. We strive to deliver not just high-quality products, but also a seamless customer experience, and we acknowledge that in this instance, we fell short. Again, we offer our sincere apologies for the less-than-stellar experience and appreciate your patience in this matter. We value your feedback and will use it to improve our communication systems. We hope to have the opportunity to serve you better in the future.