LensmartReviews of lensmartonline.com

I ordered glasses on November 22nd. By November 28th they were created and shipped. My tracking says they have departed Jamaica, NY on November 30th and USPS is waiting for the package. That was 12 days ago now and after emailing yesterday, they replied back asking me to “wait a little patiently.” Is Lensmart legit? I am about to ask for a refund. Update: I stand by my review after the company’s response. They also emailed me to ask me to delete this. Nowhere in their website does it say the glasses are being shipped from overseas but it is obvious to me for several reasons that they are. I should have looked up reviews of lensmart on my own before purchasing and I would have known better.

Go with a different company. I ordered glasses that took 6-7 weeks to receive. I noticed right away one of the lenses looked strange, and the glasses appeared very asymmetrical. My lenses have always been more thick on the outside edge and thinner on the inside edge. The left lense was completely opposite of that, almost like 2 right lenses had been put in the frames... and the left lense was uncomfortable to look through. I double checked that I had given them my correct prescription and had my PD checked last time I was at the eye doctor. I emailed customer service and they had me send in a photo of my actual prescription... which I did. I received an email back stating that my glasses have the thickness they do because I have a strong prescription. Duh...i know why my lenses are thick and they always have been. That's not my issue. My issue is that there is very obviously something wrong with the left lense, but I am being treated like I'm the one who doesn't know what I'm talking about. I will do what it takes to get my money back because I received a product that is unusable. Lensmart is beating around the bush to refund my money or help me resolve this issue by taking responsibility that some mistake may have happened when the glasses were being made. They're just out to take your money and whatever happens after that is your problem, not theirs.

I ordered 3 pairs of prescription glasses. The quality matched the price. One pair was very crooked so I asked customer service for advice on how to adjust them to fit properly. They requested photos. I sent them. Then they requested a video. I sent a video and they said the glasses looked fine. At this point I’m waiting for a response from them after asking to return them because they are unwearable. I don’t recommend using this company. They seem to run around the problem when it should be an easy fix. Update: After their response to this review l sent more pictures. They responded with a video on how to bend the plastic frames to correct the problem myself.

Most of these positive reviews are from people who have not had to deal with customer support. Honestly, if I didn’t have to deal with them I would have left a great review too. Your company is only as good as it treats its customers. Lensmart does not offer communication via phone and does not have a phone number to reach in order to contact customer service. To communicate with customer care you can only utilize text options which are very timely and very impersonal. The responses you receive are very limited to specific dialogue and leave little to no room for a personal customer experience tailored to your situation or your specific needs. I’ve gone through a lot of these reviews and see the company trying to justify themselves in comments to their negative reviews, and in turn publicly airing each customers specific issues for everyone to see. Very unprofessional. Instead of trying to show all of your unhappy customers why you are in the right and they are in the wrong, it would be nice to see some accountability and some movement in the correct direction towards resolving these issues. Clearly people are unhappy with how customer service operates, and how little is offered to help make people happy enough with the company to keep them coming back. I was one of those people, but I’m sure Lensmart is about to comment back and share all about my experience with them just as they have with all the others. Your customers are entitled to more than limited dialogue. They are entitled to a personal customer service experience.

Delivery was fast, however that is the only good thing I can say about them - frames were scratched, & had marks from production. The gold frames look extremely cheap, not like the ones on the website. The lenses were thicker than what I had paid extra for. I also admittedly made a mistake on the PD, & the lenses were unusable. I realized later their site showed a slightly different prescription (+ signs instead of - on the Cyl), so I don't know if I input that incorrectly, or if it was changed, as many customer reviews state their prescriptions were changed to get more money on recustomization. Customer service responses have ranged from asking me for photos, different photos, video, if I had tried putting toothpaste on scratches - who puts toothpaste on brand new glasses, or any glasses for that matter?? I circled the scratches & defects in red and labeled them because they "couldn't find them" before they apologized for the frames, although they then referred to them as "broken" instead of damaged. Was then offered to be sent a replacement before changing their statement to it would cost *more* than my original order price. Their refund/return policy seems like a series of loopholes so that they will not replace/honor it, & the customer service appears designed to aggravate/insult until you give up or give them more money. The only way to contact customer service is through messenger & email -more red flags. They do not post their return address, & will only say it's different than the address on the package, & will give you the run around before finally sending it to you. (They were sent from China, return address finally given is in CA - for anyone else who cannot find a return address online, & is getting the run around from customer service, it is: 5636 Birchbay Ct. Rancho Cucamongo, CA 91737 Consignee: Lensmart ). In the end, they tried to say I would have to ship the glasses back to them on my own, & they could only refund for the frames, which is against what their site shows. After reading the positive reviews, I'm convinced that the majority were either paid, employees, or bots - almost all of them have terrible spelling, grammar, & speech, & have to have been written by bots or someone learning English as a second language. A complete scam & fraud, do not waste your money. Regarding "Reply from Lensmart": 1.About prescription: **Response: I did on the PD, true, because I was apparently told the wrong number, however there are several reviews stating their prescription was altered after ordering, were sent glasses with non-prescription lenses, etc. that anyone can feel free to Google/research. I do not know that the CYL was put in wrong, because you're not a trustworthy company or site. Your failure to honor your posted return & refund policies is proof. It hasn't been 15 days. Not falling for the scam & sending you more money. 2.About scratches: "you only need pay to re-customize the lenses to the correct prescription, and we'll send you a new pair without you having to send the glasses you received back.If you don't want to pay to have your lenses re-customized with the correct prescription, we can also re-customize your original prescription with the wrong prescription, free of charge. One is to pay for new lenses to be changed to the correct prescription, and the other is to use the wrong prescription without paying any fee. Two options, which one would you rather choose?" **Response: You also sent thicker lenses than I had ordered, & again, do not know who put in the wrong +/- signs because it seems to happen to quite a lot of your customers... The third option you didn't list: obviously I can't use the glasses you sent, but I choose not to be scammed out of more money by your co. They will go in the trash before giving you more money. **Response to updates: Not having the right doesn't mean it doesn't happen, per *several* customer reviews. Also note, it would not cost the co. any more for either prescription. I'm not paying out more for shipping for a refund that is less &/or another lie. Common sense. Your posted return & refund policies, & attempts to extort more money, are all a fraud. **Update: after reading numerous reviews of customers receiving the wrong lenses and extorted for more money for the correct lenses, or not receiving any glasses for their money at all, I have filed a report with the FTC and attorney general. I encourage all others scammed to do the same, and to file a dispute with your bank or card company. I am looking further into how to prevent them from ripping others off.

They were not as fast as advertised even though I requested expedited shipping. I am unable to use my glasses and after having conversations via email for weeks, they would not refund my money or help with a solution that was viable. Terrible company. Horrible service. I would highly recommend going elsewhere.

I ordered on 10/31 as of today 12/5 I’ve not received my order. On the tracking page it just continuously goes back and forth to a “shipping partner.” I contacted multiple times and was told to be patient. Thankfully, I used afterpay and was able to dispute it and get a refund. If you dare to order from these scammers use something like afterpay or a credit card so can dispute it when they inevitably try to screw you. I should’ve listened to my friend and ordered from ZENNI. They have much better reviews and I’ve learned my lesson about ordering from websites without looking at outside reviews. I’m checking trustpilot from now on.

If I could give zero stars I would. LISTEN TO THE REVIEWS WHERE THEY SAY THEY ARE SCAMMERS. I ordered prescription glasses from them and on their website, they stated that I should upload my prescription or manually input the prescription. I chose to upload the prescription - that way I thought it would prevent any discrepancies - well that was a disaster. My prescription did not have the PD on it; however, they went ahead and made the lenses without it, but yet according to them the PD is crucial. When I received the glasses, I tried them on and I became dizzy, nauseous and had instant headache. I could not see out of them. I too was receiving emails from them at crazy hours in the morning (2:30-2:45 am). After multiple emails back and forth, they are now telling me it is my fault, and I must pay an extra $222 USD for the correct lenses plus shipping after I paid them $365 USD. That is ridiculous, and on their website, they state that "the products may be returned and replaced within 15 days of the date once they are received." So why can't I return the glasses? I too believe that the rave reviews they have are fabricated. I wish I did more research on this website they are thieves and a fraud. Pay your money to another company or a local eye place. UPDATE: I have tried to return their products to this Rancho Cucamonga, CA address, and Fedex tried to deliver the products not once, not twice, but three times and there has been no one at this address whenever they tried to deliver the products. So now I do not have the products and out money for the glasses, and now shipping. WOW this company knows how to rip people off. Hard expensive lesson learned by me. UPDATE # 2: After I gave this company the FedEx tracking and a screenshot of the shipping slip they come back to me and ask for the "Logistics" why did I have to provide the tracking number and a screenshot of the shipping slip? Fine I have provided them with everything. The address they provided is exactly what I provided to FEDEX. What's with the stalling. This company are scammers. I found their frames that they are advertising on SHEIN and AliExpress. The exact ones, for cheaper prices. Update #3 - they told me once I closed my PayPal dispute I would get my 50% back of my money (which it got closed). And I also send them their product at 5636 Birchbay Ct. In Rancho Cucamonga, CA, 917372265, they refuse to give me back any of the money they said that they would provide back to me. So not only are they scammers and thieves, they also lied on their website about money guarantee. One of the easiest $525 CAD. You will ever received.