LensFactoryReviews of lensfactory.com

I discovered this company purely my chance and decided to order lenses for my new frames from them! The afformentioned service agent, Maddy is a great asset to LensFactory and made every step in the ordering and delivery process seamless! I will do business with this company again in the near future, sometimes chances do result in a great outcome!

Could not be happier with my experience at Lens Factory. Customer service was great, they took the time to answer any questions I had. Quality is great, perfectly clear vision while maintaining integrity of the frames. Price is great, saved over 100$. The entire process was very simple and hassle free. On a side note, I had several optometrists warn me about the dangers of purchasing lenses online, they all said it was a bad idea. It actually had me slightly worried going into this process, but my experience proves otherwise as none of those warnings were true. You simply cannot beat this quality for this price. I look forward to ordering eyeglass lenses from them again in the future.

Mind. Blown. All of my expectations were surpassed. All of my hopes too, to be honest. I shipped my glasses to Lens Factory on Monday, July 13th. I received them back on Monday, July 20th. ONE WEEK turnaround!! This is in spite of an error on my part that Maddy (love her!) caught. She helped me resolve the problem quickly and sent me a revised invoice which I paid. She was very prompt and pleasant in her communications. I was preparing myself for a month long wait (because, let's face it-- a month is a small price to pay to save this much on great lenses) when I received an email with my tracking number! I was shocked. I was afraid it was meant for someone else. But my glasses arrived, perfect in every way. I am thrilled! Thank you so much Maddy! You ROCK!!

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.

Best reviews compared to others I checked on so I gave them a try. Good communication and I was happy with quality. I will say the turnaround time is a little longer than expected, but reasonable at 10-15 days

Using lensfactory seems to be cheaper and just as good. The process was easy. It certainly takes more time but if you can wait it's not a problem at all. Plus, if you have VSP you can submit your lens allowance (out of network) and get a reimbursement check for part of the cost. I found that I saved about $150 versus using my local optometrist.

Sent my old frames for new lenses.2nd time for me. Love saving $500 over local thieves.

Lens Factory is too slow. They should be able to process and ship my glasses to arrive at my door step within 1-2 weeks tops. Also their website is in-personal and not effective for even their staff. I can't see where my order is in the process, I can't see my prescription or what I ordered last etc. So when I sent my vintage lenses to be filled they filled it with a new set of lenses from the original order!!! They didnt even look at my online prescription. Lastly you should include a new lens wipe cloth with the LF name on it with every prescription filled.