LensmartReviews of lensmartonline.com

Ordered 2 pair glasses, they never arrived. Lensmart online wanted to blame me for a non valid address. I proved that my address was valid and their carrier was attempting to deliver at 1:00 in the morning ,in Texas everybody is asleep at that time. then they only wanted to Refund me part of my money. Terrible customer service, they have no viable phone number to talk with someone. Don’t buy glasses from them!!

I ordered a pair of polarized sunglasses. The lenses arrived with severe physical stress around the edges because they were wedged in too tightly. It is a clear manufacturing defect. I contacted customer service with clear photos. First they admitted the physical stress in an email. A few days later they completely changed their story. They called it a normal phenomenon and refused to take responsibility. I live in Hungary. They wanted me to pay for international return shipping from Hungary to California for a damaged item. They also wanted to keep 30 percent of the lens price. I refused this unfair offer and I opened a chargeback dispute with my bank. Do not buy from them. Their quality control is terrible and they will not help you if they send a defective product. They just use copy-paste templates to deny full refunds. Edit: Do not believe the reply from the company below. It is just a fake PR response. I already contacted their customer service for days. They refused to provide a fair solution. They wanted me to pay for international shipping and they wanted to keep 30 percent of my money. That is the exact reason why I had to open a chargeback dispute with my bank. They only pretend to care in public.

I was very disappointed with my experience. I ordered prescription glasses, but they were made incorrectly. After contacting customer service, I expected them to stand behind their product and correct the mistake. Instead, I was repeatedly told that because the lenses were custom made, they could not simply replace them without me paying most of the cost again. To make matters even more confusing, I received a second pair of glasses that I never ordered and was never given an explanation for why they were sent. Although customer service responded to my emails, their replies mostly repeated company policy rather than taking responsibility for resolving the issue. In the end, I was expected to pay nearly as much as my original purchase to have their mistake corrected. A warranty or satisfaction guarantee should mean that customers receive the product they ordered without having to pay twice. Unfortunately, that was not my experience. I cannot recommend Lensmart based on the way this issue was handled. UPDATE — AUGUST 2026: Unfortunately, Lensmart and I were unable to reach a satisfactory resolution UPDATE: I am updating my original review because I continued communicating with Lensmart after posting it and wanted to give them every opportunity to resolve the situation. I ordered prescription glasses from Lensmart believing I was getting the type of lenses I wanted, including lenses that would transition in sunlight. After receiving the glasses, I learned that the lined bifocal lenses I ordered were not photochromic. Lensmart later explained that their bifocal lenses are not available with the photochromic option. I contacted customer service and went through numerous emails trying to find a reasonable solution. I was willing to compromise and switch from lined bifocals to progressive lenses if that would allow me to have the photochromic lenses I originally wanted. Lensmart eventually offered to remake the lenses as progressive, photochromic lenses for $76, which they said already included a discount. However, I would also be responsible for shipping my glasses back to them if I wanted Lensmart to install the new lenses. I questioned the additional cost and asked them to reconsider given everything that had happened with this order. Their final response was that $76 was the best price they could offer. What surprised me most was the alternative they offered: Lensmart asked if I could install the progressive prescription lenses myself. They offered to send the lenses directly to me and provided a video demonstrating how to install them. I am not comfortable installing prescription progressive lenses myself. I purchased prescription eyeglasses from an eyewear company because I expect the lenses to be properly made and installed for me. I am also unwilling to take responsibility for potentially damaging the lenses or frames while attempting to install them myself. Lensmart’s other suggestion was that I purchase another pair of glasses using a 25% discount coupon. I want to be fair and acknowledge that Lensmart customer service consistently responded to my emails. However, after a lengthy exchange, every proposed solution ultimately required me to spend substantially more money, install prescription lenses myself, or purchase another pair of glasses. I have therefore decided not to spend any additional money on this order. I will keep the glasses I received and consider the matter closed. I gave Lensmart several opportunities to find a resolution and was willing to compromise on the type of lenses in order to do so. Unfortunately, we were unable to reach a solution that I considered reasonable. Customer service responded, but responding is not the same as resolving a problem. Based on my experience, I would not purchase from Lensmart again. UPDATE – August 11, 2026: Lensmart has now responded again. They stated that the $76 lens replacement fee is the highest discount they are willing to offer and that they have “done their best to resolve the issue.” They then asked me if I would be willing to remove my negative review. I will not be removing my review. It is an honest account of my experience with this company, and their latest response does not resolve the issue that led me to post it. I believe prospective customers have a right to know how my complaint was handled from beginning to end.

la pire expérience client que j'ai vu avec une entreprise. JE NE RECOMMANDE PAS ce site pour l'achat de vos lunettes. ATTENTION, ils ne sont pas du tout amicale pour un retour de produits, et ne veulent pas payer pour les frais de retour. La communication était très difficile, souvent 24h d'attente entre chaque message.

Absolutely the worst online glasses company I have ever dealt with. My experience with Lensmart has been nothing but frustration from start to finish. The customer service is a complete joke. Getting a response is nearly impossible, and when you do, they don’t actually solve anything. They make customers feel ignored and like their concerns don’t matter. The glasses themselves are incredibly disappointing. They feel cheaply made, and if you’re unlucky enough to receive scratched or damaged glasses, don’t expect customer service to make it right in a timely or professional manner. For a company that expects people to trust them with their money, the quality and service are nowhere close to acceptable. The ordering process was a nightmare. I spent days trying to place an order while other people had no problem, yet I couldn’t get a real explanation or solution despite reaching out multiple times. It felt like I was just being brushed off with generic responses instead of getting actual help. In my opinion, this company is unprofessional, unreliable, and has some of the worst customer service I’ve ever experienced. Save yourself the stress, wasted time, and wasted money. There are plenty of other online glasses companies that actually value their customers. Based on my experience, I would never recommend Lensmart to anyone. I left an honest negative review based on my experience, and instead of fixing the issues I had, Lensmart emailed me asking if I would be willing to delete my review. That was incredibly disappointing. As a customer, I should be able to share my honest experience without feeling pressured to remove it. My experience with this company has been awful. Customer service was unhelpful, my concerns went unresolved, and instead of making things right, they focused on asking me to remove my review. I felt like they cared more about their public image than actually helping a dissatisfied customer. I won’t be shopping with Lensmart again. Based on my experience, I can’t recommend them. If a company’s first reaction to criticism is asking customers to delete their reviews instead of addressing the underlying problems, that’s a major red flag.

Horrible customer service! This was my first time purchasing eyeglasses from this company, and I bought three pairs. After receiving them, I decided to return one pair because the frame did not suit my face. I contacted customer service and was informed that they do not cover return shipping, which I understood and agreed to. I returned the eyeglasses through USPS and paid $11 out of my own pocket for standard shipping. After they received the return, I was shocked to see that they deducted additional shipping costs from my refund, even though I had already paid the return shipping myself. The glasses I returned cost $25, but I only received a $9 refund. This experience was extremely disappointing. I will not be purchasing from this company again, and I hope others are aware of their return process before ordering.

Ordered a package it never came and I haven’t been refunded nor will they give me any details on where my package was delivered

First pair of glasses fell apart, one lens came completely away from the frame whilst I was out shopping and I need my glasses all the time. They were replaced with a second pair that didn't even last days. The quality isn't for for purpose. Both times customer service asked for photos of proof but then asked for more then more. This time I requested a refund. They haven't even acknowledged that and told me their policy is to only replace glasses once.