LensFactoryReviews of lensfactory.com

Never received product. No way to contact company. No response from inquiries. Terrible company service.

First there was a hold because they said the pupillary distance was not on the script, However the pupillary distance WAS with the prescriptions because I wrote it! Then Several companies have put in my lens’s in with no problem. They have a wide flat surface area to be able to pop the lens in and out. Your associates did not even take the time to try. They saw no screw and decided they could not complete the order. I explained in email how to do it but the representative was not a part of that team and was just a point of contact for the return. I even told him to send me the lenses and I would put them in and release them if all responsibility. I was told they did not send him the lenses and he was going to have to send them back. Prescription glasses are important! Wasting a week of my time without glasses is not in the slightest ok. Fix your people please. I have been without glasses for 3 weeks now.

I purchased progressive lenses. The installation was totally wrong. I cannot wear the glasses for more than a few minutes. I paid for high index lenses which I always wear but what I received clearly look thicker. ordinary lenses. $250 and time was wasted.

Messed up and delayed my order. Misplaced my original but claimed that I only sent in the frame with no lenses while I sent in whole glasses.

I wore my glasses for 1 day. At the end of the day, as I was just sitting. I heard a snap and the lens fell out into my lap. The frame snapped. I assume because the lens that was made for it was too big, and was forced into the frame.

Got progressives from this company last Fall and they were very good but the frames broke recently so I bought a new pair of RayBans and sent them off to get progressives put in. Used the same prescription as previous. First time the close up visual field was about 2 mm at the very bottom of the frames to the point that I needed to raise the glasses significantly above bridge of nose and then look down some more. Sent them back, marked the lenses where I needed the visual field to be and this time they're actually worse. Clearly something in quality has changed. Looking for my money back and hopefully a local shop can get these right. Had progressives for 10 years prior to this and never had a problem. Good thing I had an extra pair filled locally a while back. Response from Customer Service (keep in mind, they had the very same prescription provided first time I used them). We are sorry we do not know what changes to make without the assistance from your doctor. Please return the lens to use and we can issue a refund. Again our apologies. My Response: Ya, so pop out the lenses and mail back to you - again? You did have a prescription, correct? And, if this were a known issue, why was this not communicated? Their retort: We don't understand what you mean by known issue? We don't understand why they are not working they are made the same way we made them last time we made them for you. We used the same segment height and raised it during the remake. It should. Yes we can issue a refund upon return of the lens. So, there you have it. Apparently they needed assistance from my doctor (lord knows why) and, instead of communicating this to me, they just made the lenses, put them in the frames and mailed them back to me. Lesson: for this much money - shop locally with people you can interact with in person and who have a vested interest in providing satisfactory services/products - originally sent these in on April 10 - today is May 18 - still don't have glasses I can use. Indeed not worth any monetary savings (unless, of course, you put no price on your time ...) Response from the owner a day ago Thank you for the open an honest review of our product. I'm going to have someone reach out to you this morning and work with you to make this right. I apologize you've had such a poor experience. Re response from owner - no call that morning, that afternoon, nor anytime during the next day (Friday 05192023).

I was very disappointed in the process. First my glasses were lost in your facility and caused a delay, then the lenses were broken when installed, causing another delay. I still haven't received them.

It took LensFactory 4 weeks after having received my frame to put in lenses.