LensFactoryReviews of lensfactory.com

The whole process went smoothly. Sent frames in, got new lenses back in a little over a week. email communication was great during the whole transaction. Until I received the glasses back, There were two nicks on the frames that were not there when they were sent out. Email customer service with detail pictures of the damage. No reply back. It has been 2 weeks since i've tried to contact them.

I added the Photochromic feature to my prescription because I thought they were the same as transition lenses. I found out they are not even close to the transition feature. I returned them but lensfactory refused to give me a refund for the unsatisfactory product. Photochromic can be misleading and lensfactory takes advantage of that. Totally not worth it!

Sent my frames in. After a week or so I received a phone call telling me that LensFactory could not make lens for my glasses because they were not a standard size. How about telling the client that you are limited to standard lens sizes before the client goes to the trouble of shipping his glasses. This, would be, client also had to pay shipping both ways. Not a good experience.

I’ve ordered lenses online from both EyeFly and Frames Direct – both were fine. I cannot say the same for Lens Factory. I have a complicated prescription where the left eye is “normal” and the right eye has a high positive SPH and a high negative CYL. I can see 20/20 with glasses and, having worn different varieties of glasses all my life, I was interested in trying Lens Factory’s freeform, higher-quality lenses. I placed the order at the end of April and I initiated contact weekly to check on the status of my order. I was also updating the lenses in a pair of sunglasses with Frames Direct and they asked me to confirm PD numbers. I obtained that info and forwarded it to them to prepare the lenses. I wondered why Lens Factory had not requested the info so I immediately asked them if PD figures were required to prepare freeform lenses. The date was May 21st and I was told that the lenses had been completed and that they had used the PD numbers in the existing lenses to prepare the new lenses – which I’ve subsequently learned is illegal, at worst, or contrary to industry practice, at best. And of course, they used the wrong PD number. They shipped the glasses anyway – even after we had confirmed that the wrong PD numbers were used – and I discovered that wasn’t the worst of it. Having worn glasses from a very young age, I knew instantly when I put them on that something was really wrong so I took the glasses to my optometrist. My optometrist re-confirmed the PD discrepancy but, using a lensometer, noted that the right lens with the unique, complicated prescription, was not made according to the prescription that was provided. The right lens increased the CYL by +0.25 which doesn’t sound like much. But, according to my optometrist, my right eye cannot tolerate any variance in the prescription and I simply could not understand how the lens was not made according to the specifications provided. My optometrist also noted that the OC (optical center) figures used to the prepare the right lens was abnormal. She placed red dots on the lenses to note the location of the OC and the red dot on the right lens was in the bottom, inside quadrant of the lens. It was understandable that I had such difficulty seeing out of this lens. I had developed a good rapport with Susan, the customer service rep for Lens Factory, so I shared my optometrist’s findings with her. I informed her that, based upon those findings, I had little confidence in the quality of Lens Factory’s work and I requested a full refund. Susan expressed regret for the problems but informed me that Lens Factory requires that they be allowed to attempt to correct the problem. I returned the glasses. Upon receiving the glasses, Susan forwarded them to her lab manager who allegedly has 20 years of experience. This experienced lab manager disputed my optometrists findings that the right lens was not made according to prescription specifications and, after speaking with my optometrist, blamed my optometrist for not writing the prescription to denote the PD measurements. Not the response one would expect from a lab professional with 20 years of experience… I again requested that my glasses be returned and my costs refunded. But if they insisted on correcting the lenses, I requested an additional discount because of their errors and delays – which could have been easily avoided. I was then informed that getting lenses online will not work for me because of the uniqueness of my prescription and my need of special measurements. This statement bothered me because it indicates the company’s refusal to accept any responsibility for the lack of expertise in their lab. As I mentioned before, I had a perfect pair of lenses made online from Frames Direct just a few weeks ago. Frames Direct was both professional and competent and didn’t have any problems with the uniqueness of my prescription. Regardless of Lens Factory’s reasoning, they honored my request for a refund – less $5.10, i.e., the cost of having the items returned. Based upon principle, offsetting my refund by the $5.10 was an insult – I did everything I needed to do as customer and this snafu was not my fault so I shouldn’t have borne any cost. However, I was glad to be done with this and I was not going to lose sleep over $5. But this act provided even more insight into the company and, where I probably would have rated them a 2 or a 3 before, I couldn’t rate them higher than a 1 for their refusal to accept responsibility for their lab’s professional shortcomings by shifting responsibility to me ($5 assessment) and for blaming my unique prescription. One positive note, however, has been working with Susan in customer service. Though she may be overworked and beholden to towing the company line at times, she was professional throughout all of our interactions. Like and respect her as I may, that alone will not justify my ever dealing with this company again.

The lens I had made for my favorite sunglasses are useless. They distort my vision so badly that I lose my balance. I will not use this service again.

It has now been 4 months and I still don't have new frames. Your selection stinks. I went elsewhere and found what I wanted. Came back to you for the lens. To be turned away. You could or wouldn't work on someone else's frames. This was a first as I have had 6 others done this way by you in the past. Now finding someone to do the work at a price I can afford is the next hurdle. Been so long now , I will have to have prescription redone. Oh, I can't with you. Its been to long. Good bye forever.

Made up my order and paid with Paypal. When it leaves Paypal and returns to their site, it wants me to pay again! They have a very "uncertain" site, where you're not quite sure that what you think you understand is what's really happening. Ditto with the free, prepaid shipping kit. "Free" and "prepaid" sounds like they are taking care of it. The bottom line can be found on the "terms and conditions" page. They aren't providing free shipping, and it's not prepaid by them, it's prepaid by YOU. They say that they are paying the initial shipping, and only the return shipping is paid by you, but you won't see that on the website front page or even when you're ordering. When you finally get your order in and confirmed, the confirmation is sweet and says "Was there anything that almost prevented you from buying lenses today? Please let us know if there is anything we can do better by replying to this email your suggestion." Well, if you tell them about their website defect which asks you to pay multiple times, or suggest that they don't use the words "free" and "prepaid" (or at least clarify), they will blame you for all of their issues, refund your money, and boot you out the door. Very strange way to build a business and support customers. One star says it all... unreasonable and rude conduct. I'm happy not to trust them after that experience.

I ordered lens for my glasses. The process took about a month from beginning to end. I sent them in a new black eyeglass case and cleaned the frames and lens. They arrived this week from LensFactory and the case that I had put them had some kind of "white glue or product" all over the black case. I could not get it out so I had to throw it away. Then I looked at my $400.00 Gucci frames and the same "glue" or adhesive was all over the frames. Also, the frames looked like they disassembled them and they no longer looked the same. The lens were okay though from a prescription perspective but I had to try and get this adhesive (or whatever it was) off the frames which was hard to to. I was unable to repair the frames to the what they looked like prior to shipping. What a huge disappointment. If the frames were dirty when sent in they should clean them prior to sending back to the customer. (that was not the case) I will not use them again.