LensmartReviews of lensmartonline.com

Ordered on July 16th. On July 21st they tell me one of the frames was out of stock and so I selected another Style. On July 29th I realize and inform them that one number was wrong so it was an address that didn't exist - my fault. August 13rd I got two messages - one saying that it had been delivered with a picture of a door and the other saying delivery failed. I drove up and down every road that could have possibly even partially matched the shipment address I had given. I inquired and they referred me to the delivery company. I inquired multiple times over multiple days who the delivery company was and finally contacted them. Delivery company said that they would attempt to deliver it again. Then I got a message saying that after "several delivery attempts" it's been shipped back to China. I give lensmart the correct address and they inform me that some of the frames were no longer available so I selected replacement styles. By the time they would get back to me now another style was no longer available so I would replace that one. This went on and on from August 21st through September 27th. Additionally, at one point I tried to change the order to fewer pairs but at the same total cost and they would not allow it. On the 27th I asked them to cancel the order and give me a refund and they are saying they will only partially refund it despite the fact that the vast vast majority of the delay was completely on them.

I ordered two pairs of prescription glasses from Lensmart using the exact same prescription I've used successfully for four pairs from EyeBuyDirect. Neither pair from Lensmart provides clear vision. I first contacted customer service on September 1. More than a month later, I'm still trying to get a refund. But here's the worst part: the overwhelming majority of my customer service experience has been spent dealing with automated responses instead of actual human beings. Over 20 back-and-forth messages. The same generic responses. Repeated questions. No actual solutions. I specifically asked multiple times whether I was speaking to a bot and requested a human representative. When I finally appeared to reach a real person, I thought things would improve. They didn't. Now Lensmart wants me to pay return shipping for a partial refund OR visit an optometrist and provide a VIDEO of them testing the lenses before they'll consider refunding me. All of this over $124. actually, only $30 because they offered to refund me 70% of the cost of the frames and $100% of the cost of the lense if I pay to shop them back The amount of time I've wasted trying to get actual human assistance is absurd. It genuinely feels like their customer service process is designed to exhaust customers until they give up. A company that relies this heavily on automated responses needs to have a proper escalation process when those responses aren't resolving anything. Lensmart, can an actual manager with the authority to issue a refund please step in and resolve this? Order #1863936.

SCAM!!! And don’t trust getting your money back! They send you to SEEL and SEEL leads you to believe you will be reimbursed. A total scam from Lenssmart and the “insurance” SEEL!!! Do Not Order from Lemssmart. ZEELOOL is much better experience!!!

If I could leave a review as zero I would. I ordered progressive lenses and after receiving them almost 4 weeks later the prescription was wrong and I cannot wear them. I've been in contact with them via email, since that's the only way I can get a response, since Sept. 29 and they just keep giving me the run around in an attempt to run out the return deadline. I have finally had to file a dispute with my bank due to the unprofessional response and action of this company for what is a rightful return. I would never recommend this site!

PLEASE READ BEFORE BUYING FROM LENSSMART! I rarely write negative reviews, but I have NEVER experienced such disappointing and frustrating customer service in my life! I purchased THREE pairs of prescription glasses from LensSmart, and TWO of them had incorrect axes. I wasn't seeing properly, so I went to my eye doctor, who examined the glasses and confirmed the problem. The doctor wrote a note on my prescription confirming the incorrect axes and even signed it. BUT LENSSMART REFUSED TO ACCEPT THIS PROOF! They insisted that I provide a VIDEO of the doctor examining the glasses. After countless emails, frustration, and wasted time, I actually went BACK to my eye doctor on 9 October 2026 to obtain the video they demanded. I provided the video, the doctor's written confirmation, my prescription, and evidence of the glasses. AND GUESS WHAT? THEY DIDN'T APPROVE THE VIDEO EITHER! ARE YOU SERIOUS, LENSSMART?! What exactly do you expect your customers to do? How many times must someone visit an eye doctor to prove that their glasses were made incorrectly? I have done EVERYTHING they asked, yet instead of resolving the problem, they continue making things more difficult. Their customer service feels like talking to a robot. The replies are repetitive, unhelpful, and show absolutely no understanding of the frustration they are causing. What makes me even angrier is seeing LensSmart constantly promoting their products through influencers, sponsorships, and discounts. They seem to put so much effort into attracting customers, but where is that same effort when a paying customer needs help? IS THIS HOW YOU TREAT PEOPLE AFTER TAKING THEIR MONEY? I have provided medical evidence, followed their instructions, and given them more than enough opportunities to resolve this. This entire experience has been absolutely exhausting, stressful, and unacceptable. I trusted LensSmart with something as important as my eyesight, and I deeply regret purchasing from them. I WILL NEVER PURCHASE FROM LENSSMART AGAIN, AND I CANNOT RECOMMEND THIS COMPANY BASED ON MY EXPERIENCE. I am sharing my story publicly because I believe potential customers deserve to know what they could face if something goes wrong with their order. LENSSMART, YOU SHOULD BE AS INTERESTED IN HELPING YOUR EXISTING CUSTOMERS AS YOU ARE IN ATTRACTING NEW ONES! Extremely disappointed. Absolutely unacceptable customer service. NEVER AGAIN!

Disappointing Product Quality and Customer Service I am extremely disappointed with my experience with Lensmart. I provided my prescription, pupillary distance (PD) measurements, and the requested photo when ordering my glasses. Unfortunately, the glasses caused blurry and distorted vision, dizziness, and headaches, making them uncomfortable and unusable for me. When I contacted customer service, I requested a solution. Lensmart offered a partial refund for the lenses and a full refund for the frames, but required me to pay the return shipping costs. I was willing to accept the partial refund as a compromise to resolve the issue, but I do not believe customers should have to pay additional shipping expenses to return glasses that may have a manufacturing or prescription accuracy issue. I attempted to resolve this matter directly with the company, but we could not reach a satisfactory agreement. I am disappointed with the product, their policies , and the way my complaint was handled. Based on my experience, I encourage potential customers to carefully review Lensmart’s return policy before making a purchase.

Horrible quality, didnt follow the prescription, the frame is badly done and the glasses look ridiculous in general, nothing as a photo . The site doesbt mention that all prices are in USD, even though you stated you are in Canada. Only after payment you realize that the prices are not in CAD. The order number was C26092651555649977.

This company is a scam. I purchased glasses and when I received them (late), I could not see out of them. I returned them as they said they would refund me or remake them. Now they refuse to do either. They said the prescription was not complete to which I responded, then how/why did you make them? They want more money from me to make them and refuse to refund me.