LensmartReviews of lensmartonline.com

Great customer service team

I would strongly advise against ordering prescription glasses from Lensmart. The frames themselves were nice, but that’s where the positives end. One pair of my prescription glasses was not usable, as the prescription did not appear to match what I had ordered. I contacted customer service well within the return period and provided everything they requested, including photos and multiple explanations of the issue. Instead of offering a clear resolution, I was repeatedly asked more questions while my actual request for a replacement or refund was ignored. Every response felt like another delay rather than an attempt to resolve the problem. The most frustrating part was that I raised the issue within the return period, yet the process dragged on with no meaningful outcome. As a customer, it felt like I was being sent in circles instead of being helped. I eventually had to pay to have the lenses replaced locally because I no longer had confidence that the issue would be resolved properly. That completely defeats the purpose of ordering prescription glasses online. If you’re buying non-prescription frames, you may have a better experience. However, based on my experience, I would not trust Lensmart with prescription lenses or rely on their after-sales customer service. Cheap prices mean very little if you receive glasses that aren’t usable and then struggle to get the issue resolved.

Lensmart glasses really surprised me. First, they arrived 2 weeks from ordering. Second, they are of high quality and fit perfectly and comfortably on the face. Third and most important, I was impressed that they got my prescription 100% correct. The lens is super clear. I am grateful o got them.

Review is actually ZERO stars….This is further to my previous review in April. They sent me spectacles which were not what I ordered as per the description on their webpage. They are breaking UK LAW (consumer rights act 2015) by only offering me a partial refund, when I am entitled to a full refund given they sent wrong size frames. This has been going on since March and they only reply with the same standard e mail which is only from supposedly ‘customer service’. No name to contact. If you want good customer service you certainly WILL NOT GET IT WITH LENSMART. I am now taking it much further to get my refund. Note…the standard reply to this review! Same old same old!

Frames are of excellent quality and even better customer service really

I bought a pair of glasses from this store and the experience has been terrible. The material is extremely cheap and poor quality. When I contacted customer service to complain, they told me I could return them, but I had to pay for the shipping costs myself. Shipping the item back from Spain to California costs between 15€ and 20€, which is more than the actual refund value of the glasses (15€). It is completely unfair to make the customer lose money for a product that doesn't meet basic quality standards. I had to open a dispute with my bank to get my money back. Do not trust the good reviews on their website, they seem fake. Update: Once I opened a dispute with my bank, they automatically emailed me asking me to close it, promising a refund only AFTER they received the item back (knowing transit costs are absurd). Do not fall for this trap! If you close the dispute, you lose all your rights and you won't get your money back. Worst customer service ever.

Absolute cheap products and for optical glasses the worst quality, so much that opticians rejected them. Costumer service WOULD NOT accept my returns request. Avoid at all cost

Horrible customer service…. I will NEVER buy from them again.