LensFactoryWe make lens replacement easy. Simply select your lenses, ship us your frames, and sit back and wait for your awesome new lenses. A wide variety of vision needs, materials and options are available.
LensFactory (lensfactory.com) has 2,026 customer reviews on Five Star Index, with an average rating of 4.6 out of 5.
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Claim this listingShowing 98 reviews with 1 star · Clear filters
Kevin C.
They did not return my prescription and the lenses were not sunglasses
Response from LensFactoryApr 28, 2022
Hello, It looks like we remade your glasses and we're very sorry our first pass didn't meet your expectations. The order you placed included tint, and not polarization. It looks like we've shipped them back to you and you should've received them. We do hope we've met your expectations with our second try.
SJM
The order tool a very long time and when it finally came itbwas missing the anti glare. Awful experience.
Response from LensFactoryFeb 17, 2022
Hello, I'm sorry we did not meet your expectations. I believe you are currently working with our customer service department to remedy your situation. I hope we are able to change this 1 star to a higher rating.
Robert P N.
Sucked one lens done poorly on my Versace lens fell out sticks very far and was grinded poorly very thick for slight stigmatizm but was quick delivery.
Response from LensFactoryFeb 2, 2022
Hello! I'm very sorry that you had a bad experience with us. I'm going to as our customer service team to reach out to you to make this right. Of course our goal is to have all of our customers be satisfied - and if you're not we would love the opportunity to make it right.
FN
Screwed up my lenses twice. Now they want the lenses back before they refund me? I've zero confidence in them. I'm not shipping them anything before reimbursement. Are they going to reuse my lenses or something? Their customer service is a joke. They start to get very sarcastic and think they are incredibly intelligent, but their work performance obviously says otherwise. There is many other places out there that do great work....the first time. LensFactory tries to make it the customer's fault that they screwed up. Worthless company with worthless employees. I will be getting my money back for their horrible product. The legal wheels have already started turning. **Taking advantage of you? That's what you think. 1st, you have all my personal information. And you know it is confirmed because of the multiple times you have sent things back and forth. 2nd, you still fail to realize that YOUR company screwed things up twice. If anyone is going to be taking advantage of anyone, it will be you taking advantage of me. I have no faith you will somehow not lose my lenses and refuse a refund. Your track record is already 0/2. I'm the one who should be trusted here. 3rd, you actually think I'm going to keep you lenses? They aren't what I wanted in the first place, or the second. You guys screwed up, twice, but I'm the one that can't be trusted? Put your heads on straight over there. I also like how you're so nice and polite in your answer here, while you are sarcastic and rude in your emails. I ordered lenses and paid for them immediately. I did my job. Why don't you do yours?
Response from LensFactoryJan 7, 2022
Hello, I am very sorry we were unable to meet your expectations. We have our customers return their lenses if they want a refund - so that we can be sure that someone is not taking advantage of us, and keeping perfectly good lenses while also not paying for them. No, we do not re-use them however we do submit them to quality control to learn from our mistakes. I am very sorry that this policy does not fit in line with what you believe it should be, however we cannot refund money for an item that is kept by the consumer. We offer to pay for the return shipping, and you can drop it right in your mailbox with little to no hassle from your side.
Kingsley
Never responded to inquiries! Would not communicate! Horrible customer service!
Response from LensFactoryNov 4, 2021
Hello! I am very sorry you experienced less than stellar service from us - we are having someone reach out to you with the phone number we have on file. We return all calls and emails within 1 business day, so I hope you're calling the right number. We see that you've placed 9 orders with us - I am very, very sorry we missed the mark on this one, but are having someone reach out to you ASAP.
Hugh J.
After previously replacing the lenses in my Silhouette frames perfectly, this time the bifocals take up nearly 2/3 of the lens?! Really? Is no one checking QC?
Response from LensFactoryNov 4, 2021
Hello Hugh, Thank you for your feedback. I understand we have issued you a return label and will remake your lenses at no cost to you. We will review this order with our lab when it comes back to us. I apologize we missed the mark. Zack
Daniel M.
My lenses are wrong and the answer I get is take them to your eye doctor?!?! How about, “can we try again sir?” Not happy.
Response from LensFactoryOct 12, 2021
Hello Daniel. Our apologies that the lenses did not come out as expected. We reviewed your order and our machining and we did make the lenses according to your RX. Trying again will only result in the exact same RX made for you. We recommended you take these to your doctor so that they may confirm your RX is accurate for you. Once you have an updated RX, we will be happy to remake these for you at no cost. I'm sorry we were unable to meet your expectations on this order.
William S.
The product has been paid for over a month ago, yet still not received. NOT MUCH TO REVIEW HERE. I ordered a new pair of glasses from Zeni and received them in less time while still waiting for the return of my glasses from the "LensFactory
Response from LensFactorySep 30, 2021
Hello - I'm very sorry about your poor experience. I believe you have been in communication with our service reps, and that we have opened a case with the carrier to find your missing frames. Unfortunately, once we ship it - we can't control if the carrier loses the package. The frame you have has been discontinued, however we are working on a solution to replace your frame and lenses lost by the carrier, at no cost to you. Our Customer Service Agents will be reaching out regarding this. We do hope that our commitment to service will allow you to change your rating once you speak with our team.
