LensmartReviews of lensmartonline.com

Response from LensmartDec 5, 2023

Sorry for the inconvenience. Each order has only one chance to be reissued. For a refund for a reissued order, only 50% of the original order can be refunded. Our customer service has replied to your email, please check and reply us. Thanks for your cooperation and understanding in advance.

Response from LensmartDec 4, 2023

Sorry for the inconvenience. You order progressive lenses, so the focal point of the lens is customized to the middle of the glasses. We have reviewed the fitting diagram you provided us and it turns out that the frame is too big for you and your eyes are not aligned with the focus of the lenses, causing unclear vision. In this case, you can choose to change to a suitable frame or we can adjust the focus of the lenses according to the focus of the glasses you wear. If you have any question about your order, please send an email included your question about your order to us: [email protected]. Our customer service will help you!

Response from LensmartDec 4, 2023

Sorry for the inconvenience. You placed an order for three orders. When we checked the prescription, we found that there was an abnormality in the prescription of your order ID: 392767, so we sent you an email to confirm the prescription. The prescriptions for your other two orders were not entered abnormally, so we did not send you an email to confirm the prescriptions. The original prescription you sent is only for the order 392767. It does not mean that you sent your original prescription, and we will apply it to all your orders. Your order with order ID: 418111 entered incorrect prescription information, causing you to be unable to use your glasses. This is not our error. You have admitted your mistake and paid for the re-customized lenses. If you can install the lenses yourself, we can send you the correct lenses directly. If you cannot install them, you need to pay the postage and send them to us to install the lenses. . If you cannot install the lenses and are unwilling to send them back, we can refund you the cost of re-customizing the lenses and provide you with a refund according to our policy. Our customer service service has responded to your email. Please tell us your choice as soon as possible. Thanks for your cooperation and understanding in advance.

Response from LensmartDec 1, 2023

Sorry for the inconvenience. We noticed that you placed the order on November 18. The customization time of your lenses may need 3-5 business days to process.The express time does not include the time of lens customization. Your order has been shipped on November 25 and it's in transit now.The Standard Shipping takes about 14-18 business days. In summary, your order has not exceeded the time limit promised by our official website.If you feel that the shipping is slow, you can order DHL express.The DHL Express only takes about 3-5 business days. We have urge the logistics company to update it as soon as possible. Thanks for your cooperation and understanding in advance.

Response from LensmartNov 30, 2023

Dear customer, thanks for reaching out.We are more than willing to assist you with this case and we encourage you to contact us by email at [email protected] you please give us an order number so that we could check the order for you?Our customer service will help you!Have a nice day.

Response from LensmartNov 28, 2023

Sorry for the inconvenience. Your lenses are already being customized, and we will customize them for you as soon as possible. If you have any question about your order, please send an email included your question about your order to us: [email protected]. Our customer service will help you!

Response from LensmartNov 25, 2023

Dear customer, thanks for reaching out.We are more than willing to assist you with this case and we encourage you to contact us by email at [email protected] you please give us an order number so that we could check the order for you?Our customer service will help you!Have a nice day.

Response from LensmartNov 25, 2023

Dear customer, thanks for reaching out.We are more than willing to assist you with this case and we encourage you to contact us by email at [email protected]. The reason for the delay in shipment of your order is that the lens is damaged. Your order was shipped on November 18 and is in transit.It may take 7-10 business days on delivery.You will receive your order soon. Thanks for your cooperation and understanding in advance. Have a nice day.