LensmartReviews of lensmartonline.com

Horrible. My order has been in Tjebsame spot for over a month

Do NOT waste your time and money! Well, I really didn’t want to have to write a negative review but given the amount of time that has passed and the customer service NOT following through, here we are. 1. I ordered two pair of progressive glasses and it took a very long time. I got a couple of emails asking me to confirm my RX, then my PD, then a request to send the PD using their measurements. (This took a couple of weeks) 2. Finally got glasses but they were terribly distorted. I ordered progressives and it is like looking through a bottle. I cannot use them. So I reached out to customer service. In about 5 days they responded and asked me a question about how they are distorted (after asking me to confirm the RX again). Each email took days for a response even though I responded and with detail. Each time they said they would let me know the next step in the next email. It has been almost two weeks since I sent my last reply and nothing. I did send a follow up email and still nothing. 3.I am VERY DISAPPOINTED in the quality of progressives (which they should not offer because they cannot seem to make them correctly) and in the lack of remedy to this situation. WASTE OF MONEY. I ordered in early June 2023 and it is July 28, 2023. I requested a refund and they asked for another opportunity (this was at the point of the third email about the PD). Yikes! BEWARE: DO NOT DO BUSINESS WITH LENSMART. 7/31/23- Well at least I got a response now. The last email I sent was on 7/18 and the reply came 7/30 after I posted this review. 8/12/23- Received replacement lenses (single vision instead of progressive due to issues with the way they make their progressives or something). The lenses work… thankfully. Customer service did follow up but it took awhile. Always check the junk folder if you have not heard from them in awhile (that says a lot) haha. Thank you for attempting to make it right, Customer Service. *I added a star for effort

Ordered glasses almost a month ago, received an email saying that they couldn’t use the frame I picked out, used the frames THEY SUGGESTED. Still no glasses. Save yourself the energy

2 Months later, 16 emails and $173 dollars (which is absolutely questionable), I am sitting with glasses I cannot use. First it was my opermetris problem by giving incorrect script, which I understood and again paid $72 dollars for ( additional pay for lens-recustomization fees and shipping costs). suddenly after paying $72 dollars through PayPal i am then expected to either pay return shipping fee to courier my glasses back to the for re customization or install them myself??? what??? yet their return policy states "with our 15-Day Customer Guarantee policy, we promise FREE returns for a one-time replacement or refund within 15 days of receiving your order." Now I have to keep paying and paying and paying? May i kindly be refunded all the money i paid which is more than ya'll claim to be "affordable" on social media, or courier back for customization at no cost as i have paid MORE THAN ENOUGH. THIS IS COMPLETELY UNFAIR. TWO MONTHS OF BLURRED VISION!!! Order NO:C62859244474824230 Also, is there no alternative to cs@lensma email? or escalate to a different consultant cause whoever is handling my case is doing a poor job

Neither of my prescription progressives worked. I can’t see clearly out of either pair. I have addressed the issue with the company and my responses have been scripted and repetitive. After a week of talking to them nothing has been resolved. I simply asked for an exchange or refund. Len smart customer service feels like you are talking to a small child. If this ever gets resolved I’ll post a follow up review but for now the experience is really bad.

If I could give them a zero star I would. Terrible customer service. I ordered 4 pairs of glasses, but only one pair came out with the wrong prescription. When I emailed them for over a week now they have asked me a ton of questions like if this is my fault and still don’t bother to resolve the situation. They are always putting excuses. Please don’t buy from them, they are scammers!!

I really love the classes that I picked out, but I have been waiting for my glasses for a MONTH and still nothing. I ordered online June 17. It is now July 21. Not really sure about what is going on but I just want my glasses PLEASE

If I could provide less than a one star I would. Lensmart offers a refund and return guarantee when you’re placing an order. THIS IS NOT TRUE. They ask you to pay for your own shipping within 7 days and they only return 70% of the lens and 100% of the frame. I didn’t see this anywhere in the refund policy. From my location, as they ship internationally, it would not be possible to ship within 7 days without spending at least $25 (more than half of the glasses price). They take more than 24 hours to respond however they have a 15 day return policy from when the product is delivered and from that point I had to repeatedly ask the same question in 8 different emails of them trying to say “deal with it.” The email read “kindly let me know how I can return to receive a refund.” Please save yourself the money and do not order from this company. Terrible product and even worse customer service. I would never recommend this company to anyone. July 20, 2023 - this is a reply to a reply from lensmart below as I wasn’t given the option to reply publicly. You’ve had 8 emails to rectify the issue and instead of replying to my outstanding email about receiving a refund and return, you’re responding to another bad review. Stop talking about rectifying the issue and do it. Waste of my money and most importantly my time.