LensalterReviews of lensalter.com

Strap in this will be long. I’m sorry. Order date: March 11th 2026 Ordered items: Kaia Glasses Prescription (fully rimmed.. important remember fully rimmed) Order delivery date: March 25th 2026 Let me preface this with I’ve been wearing prescription glasses over a decade. This specific prescription I’ve had for a few months now. (So my eyes are already used to them) My prescription is STRONG. 🥲 And the glasses I order are FULLY rimmed. Ok with all that welcome to Mackenzie’s order from hell. My order arrives and my prescription is incorrect. So I email them on March 29th. Saying that my prescription is done wrong and asking what can be done. I offered to return them for a full refund. They email me back asking for a photo of my prescription (which they have as they make you submit it with the order and then they also emailed me when I placed the order asking for it again.).. I send it to them the 3rd time. (Mind you glasses are in my possession) In the email where I send it a 3rd time I tell them (summary)… my PD is 60 I had my eye doc check before I submitted the order. I fully believe the Pd on these glasses were done incorrectly that or the lenses were not inserted into the frames correctly. I offered to return them anyways for a full refund. They then email me back stating (again summery unless it has quotations) They can “arrange a one-time replacement” for me and “ Please note that we can only offer once free replacement. If you are still not satisfied after receiving the replacement, we will not be able to offer a refund.”…. Or they can arrange a refund.. and they quote a part of their refund policy “ According to our refund policy, the refund amount will be calculated by deducting 50% of the original lens price from the total amount you paid, as the lenses are customized products and are only partially refundable. We appreciate your understanding.In addition, the shipping fee is non-refundable and will be deducted from the refund even if your order included free shipping.After the above deductions, the remaining balance will be issued as the final refund” What’s funny is… that IS part of their policy… kinda… however let me copy and paste the part of the policy that I actually fall under and the part of the policy they are trying to enforce.. “ “Non-quality problems: The refund amount is calculated by deducting 50% of the original lens price from the total amount paid, as the lenses are customized and only partially. If the order is free shipping, we need to deduct the shipping fee. The remaining balance will be issued as the final refund.” “If it is due to an error in our manufacturing and processing, after verification we will remake the glasses for you at no charge, or provide 100% refund to the original payment method” Making prescription glasses incorrectly is 100000% a manufacturer error.. not only that but my glasses are fully rimmed so they are covered under their policy. (Half rimmed and no rimmed glasses aren’t as they are fragile) So I email them exactly that.. the part of their policy… They then tell me to visit my local optical store to get the glasses tested.. So I go to my eye doctor and ask em to test them. They won’t. Because lensalter isn’t affiliated with them. So I go to another eye doc and they won’t either because it’s a liability issue. So I email lensalter and I tell them that. I also make them aware that I disputed the charge.. since they want to lie about their refund policy. They email me saying. And I quote.. “ We sincerely apologize for the inconvenience. We will provide our test report to a third party for verification. While we regret the negative experience, our product has been made correctly. Thank you for your understanding. At this point I’m floored.. so much is wrong with that email.. 1. How are you testing glasses you don’t have in your possession? 2. In the same email your saying your GOING to test them and that the results of your test is you guys made no error? Anyways… that’s the last email from them for 25 days. No return label. No nothing… My bank favors me in the dispute and my bank sends a charge back request to lensalter (April 21st)… I email lensalter informing them that my bank initiated a chargeback and to reply swift so this can be over… Lens alter (April 22nd) sends me a return label. Oh yeah.. you heard it right.. it took arguing, 25days of silence, and to win a dispute for them to send me a return label.. However at this point because lensalter wanted to ignore my 2-3 times request for Return label and they wanted to argue about THEIR OWN policy.. (they lied about it lol) I no longer have the glasses.. I threw them out they weren’t done correct… Anyways I won the dispute. Shocker I know… I personally wouldn’t use them ever again.. horrible customer service. They lie to try and keep your money.

I would leave 0 stars if I could. I sent them the printed out prescription from my eye Drs office and the lenses were way off. They attempted to blame my prescription for the error. They don't offer to correct their mistake and only offer a 50% refund! They are very bad. Get your glasses somewhere else if you're smart.

Y'all please don't spend your money here!! My first order of 2 pairs for about $130 came after a month and a half, one pair didn't even look like the pictures they've posted and the other pair was crooked. They said they'd send out 2 replacement pairs - first two I picked were "out of stock," even though I could order them myself from the website. The ones I picked finally got here and the prescription is wrong on one of them. I'm over it.

Would give them a 0 if available

Ordered glasses on February 28th and the experience has been extremely frustrating. I was told production would take 10–20 business days (longer due to photochromic lenses and delays), which I understood and was willing to wait for. Btw I spent nearly $150 including expedited shipping for the glasses so… yikes. I waited 15 busines days before reaching out to THEM for an update TWICE before they actually responded to me/“took action”. After nearly a month, I was told my order had “shipped,” but the tracking only shows a label was created and the package hasn’t actually moved. There has been no clear or transparent update on when it will actually be handed to the carrier. Communication feels generic and unhelpful, and the timelines provided haven’t been accurate. I don’t mind waiting for quality products, but the lack of honesty and real updates is disappointing. Would not recommend if you need your glasses within a reasonable timeframe. Sounds like I’m sticking to other glass companies that actually ship their stuff in a month if u pay them good money❤️ btw still no glasses upon writing this obvs

So far only one star for shipping and customer service. I paid for expedited shipping and I am over the 14 business day window, still no glasses. Their shipping company does not provide an estimated delivery DATE at all and neither does lensalter. They refuse to refund my shipping money. Will absolutely never spend money here again.

Ordered a first time RX progressive lens pair on Feb 11, 2026. Never received a confirmation number or any other missive from this company. I had to look at my bank statement to even remember which company I'd ordered from since I'd looked at so many. When I checked online later I saw at the very bottom that the co. was closed for the Chinese New Year and orders wouldn't start processing until Feb 25. I have never received any communication to include tracking number etc. Well...they arrived today and I hate them! The frames are much smaller than depicted...so much so that when wearing them my vision is obscured due to only seeing the frames. I contacted the co. and they responded with the tracking number which is NOT what I need! Per their return policy I need an ORDER number which I never received! Buyer beware! I'll stick with Zenni!

The frames are advertised as being oversized but the ones i received were so tiny, I actually can't wear them as it forces my eyes to slide out of focus. The measurements are also a full inch smaller than what is advertised on their product page. To make matters worse, they partnered with Gofo for their Last mile delivery service. First the delivery driver lied and said we were closed, when we were open. Then customer service told me they would try delivering again in three BUSINESS days, only to try delivering on a saturday when we were actually closed. Finally, they delivered it on a business day...at 11:59pm and didn't even leave it at the front door of our business, left it on the side dock where any passerby could grab it. I'm a supply chain associate at my job where i handle the shipping and receiving side of our E-Commerce business and I'm actually appalled by the overall horrible quality of the item and the service. Do not buy from this place. I get that it's hard to source glasses, especially if you have a powerful prescription like me, but stick to Zenni, wherelight etc. Leave this place alone. Update: This is their response- If you have any issue with the eyeglasses you received, we can arrange a one-time replacement for you. You just need to let us know which new pair you'd like to remake. Please note that we can only offer once free replacement. If you are still not satisfied after receiving the replacement, we will not be able to offer a refund. If you prefer not to replace them, we can also arrange a refund. Our refund policy is as follows: According to our refund policy, the refund amount will be calculated by deducting 50% of the original lens price from the total amount you paid, as the lenses are customized products and are only partially refundable. We appreciate your understanding.In addition, the shipping fee is non-refundable and will be deducted from the refund even if your order included free shipping.After the above deductions, the remaining balance will be issued as the final refund. Please just notice and we will refund directly,no need to return back items. Please kindly let us know whether you'd like a replacement or a direct refund? So essentially, from a $90 order I'm only going to get like $20 back. Maybe $30 if i'm lucky since i have no idea what the shipping fee was beyond the $6.99 i paid. I said what I said, stay away from this place.